Manage Your 'My Customers' List
  • 10 Jun 2022
  • 7 Minutes To Read
  • PDF

Manage Your 'My Customers' List

  • PDF

Every time you log into Gladly as an Agent, the first screen you’ll see is your My Customers list on the left side of the screen. This is a list of Customers assigned to you with open Conversations and Tasks.

The right side of the screen remains blank upon logging in, but only until you click a Customer or Task in the My Customers list, which opens the chosen Conversation or Task.

Scroll up/down the list to view all of your assigned Conversations and Tasks.

Depending on your computer screen, the My Customers list may appear expanded or collapsed by default. Click the expand/collapse icon to change the view.

  • In collapsed view, hover over the Customer avatar to view the most recent Contact with the Customer.
  • Viewports (screen size) 1280px or smaller default to collapsed view and cannot be expanded.
Tip - Check the Channel icon
The icon next to the Customer indicates which Channel they last used to interact with you.

You'll see "Nice Work" if you have no Conversations or Tasks assigned to you.

Tip - Task only users
If you only work on Tasks, the My Customer list will contain Tasks assigned to you instead of Customer Conversations.

Number of Conversations and Tasks assigned to you

The top of the list shows the total number of open Conversations and Tasks currently assigned to you.

  • An open Conversation or Task belonging to the same Customer are treated and counted as separate items on the list. For example, if you have 10 Customers, and you have a Customer with one Conversation and two Tasks assigned to you, they'll account for three out of the 10 Customers on your list.

Green dot indicator 

The green dot signifies activities to Conversations and Tasks that need attention.

Customers

A green dot next to a Customer means they need attention because:

  • A new SMS came in from a Customer you're assigned to.
  • A chat reply is awaiting your response.
  • It's the active call you're currently on.
  • A new email is received or there's a reply from an email thread.
  • The SLA for the request has not been fulfilled.

The due date (SLA) appears in red when it's 5 minutes before the due date and when it has passed.

The green dot disappears when you respond, if you write a Note, or create a Task.

Marking the last Contact as no reply needed removes the green dot.

Tasks

A green dot next to a Task (clipboard icon) means the Task needs attention.

Tasks are prioritized on the My Customers list along with emails and voicemails. See the My Customers list order priority section below for a detailed look at how the My Customers list is organized.

Keep the following items in mind:

  • Tasks continue to have a green dot until they're closed.
  • The due date appears in red when it's 5 minutes before the due date and when it has passed.
  • Administrators can decide how soon Tasks appear in the My Customers list based on their due date through the Task Routing Window setting.

Customers without a green dot

These are Customers that have met SLA. These are typically Customers you have already responded to and don't require your immediate attention.

Keep the following items in mind:

  • A Conversation marked as no reply needed satisfies SLA, but you should still monitor these Customers until their issue is resolved. 
  • The green dot goes away when you respond, add a Note, or create a Task.
  • Continue to engage and follow up with Customers without the green dot to ensure requests move towards a resolution.

See the My Customers list order priority section below for a detailed look at how the My Customers list is organized.

Chats, or messaging sessions that have been read but not ended

Chats and messaging sessions remain in their respective sections in the list. See the My Customers list order priority section below for a detailed look at how chats and messaging sessions are organized.

Calls, chats, or messaging sessions that have ended but not closed

See the My Customers list order priority section below for a detailed look at how the My Customers list is organized. In summary:

  • A call that has ended but not closed appears in the bottom section of the list.
  • Chats and messaging sessions that have ended but are not closed appear in the bottom section of the list.

Emails that have cleared SLA

Emails that have cleared SLA (e.g., marked as "no reply needed) move from section 4 to 5 in the list, and the green dot goes away. When the Customer replies, the email moves back to section 4, and the green dot reappears. See the My Customers list order priority section below for a detailed explanation.

Find recently Closed Conversations

Conversations and Tasks disappear from the My Customers list once they're closed. Use the Search feature if you need to find closed Conversations. Use Status = Closed and Agent = Agent (You) filters.

Another way to find closed Conversations is to click "see how many customers you've helped today" when you log in for the day. The Search page is opened and automatically filters to Status = Closed and Agent = Agent (You) and displays Conversations you closed.

My Customers list order priority

The order of priority in which Conversations and Tasks appear on the My Customers list is as follows. Each numbered area represents a section on how Channels are prioritized and sectioned on the list.

  • [1] – Active voice call
    • A call you are currently on always appears on top. If a phone Conversation is assigned to you, but someone else is actively talking to the Customer (e.g., a Manager), the call appears on section [5] with a green dot.
    • The SLA is cleared once the call ends.
    • The call Conversation moves to section [5] unless it's immediately closed.
  • [2] – Chats
    • Prioritized based on when the Customer initially chatted in. The oldest chats are at the top of section [2]based on when the last chat was received, and the newest with the most recent reply appears at the bottom.
      • Think of the chat section as having two sections: 2A and 2B.
        • 2A – Chats that need your response is indicated by the green dot. At the top of 2A are the oldest chats based on when the Customer sent their last chat response. At the bottom of 2A are unread replies from previously responded to chats. Customers here need attention.
        • 2B – Chats that you sent a response and are awaiting a reply won't have a green dot. At the top of 2B are the oldest chats based on when you sent your last chat response. Customers here don't need attention.
    • You may see one or more chat Customers in this section. Your Gladly Administrator manages the number of chat Conversations you can have at any one time.
    • Chats that auto-end* (but not auto-close) because the Customer stopped responding move to section [5]. You'll need to decide if these chat Conversations can be closed or need additional follow-up.
  • [3] – Messaging (e.g., Facebook Messages, SMS, Instagram, not including chat)
    • Prioritized based on when the Customer initially messages in. The oldest messages are at the top of section 3 based on when the last message was received, and the newest with the most recent reply appears at the bottom.
      • Think of the messaging section as having 2 sections: 3A and 3B.
        • 3A – The green dot indicates messages that need your response. At the top of 3A are the oldest messages based on when the Customer sent their last response. At the bottom of 3A are unread replies from previously responded to messages. Customers here need attention.
        • 3B – Messages that you sent a response and are awaiting a reply won't have a green dot. At the top of 3B are the oldest messages based on when you sent your last message. Customers here don't need attention.
    • You may see one or more messaging Customers in this section. Your Gladly Administrator manages the number of messaging Conversations you can have at any one time.
    • Messaging sessions auto-end(but not auto-close) and move to section [5] if the Customer doesn't respond in a certain amount of time.
  • [4] – Emails, voicemails, and Tasks
    • What's due the soonest (nearest to crossing SLA) appears on top of section [4].
      • The due date appears in red when it's five minutes before the due date and when it has passed.
      • Tasks stay in this section and continue to have a green dot until they're closed.
  • [5] – Conversations that are not yet closed
    • For emails, voicemails, Tasks, and messaging that doesn't need immediate attention and have no green dot because the SLA has been cleared. You decide if Conversations here can be closed or not.
    • The most recently updated Conversation appears on top of section [5]. It's common to see Tasks prioritized in this section.
      • When an email reply is received, it moves back to section [4], and a green dot appears.
      • Chats that auto-end* (but not auto-close) because the Customer stopped responding could appear below Tasks. You'll need to decide if these chat Conversations can be closed or need additional follow-up.

My Customers list priority in action




*Chat auto-end value is 15 minutes but varies based on how Gladly was implemented Gladly in your company. Administrators can contact Gladly Support to adjust this threshold time.


Was this article helpful?