The AI Sessions overview page contains all recent Customer interactions with Gladly AI, detailing its responses and decision-making process for answering questions or deciding when to hand off to Agents. Summary tiles, filters, and a Volume over time chart give you an at-a-glance view of how Gladly AI is performing, and you can drill into any Session for a full breakdown of how Gladly arrived at its response.
▶ See how the AI Sessions page works:
Looking for the old AI Sessions view?
See AI Sessions list for the previous page design.
Sessions, Conversations, and Contacts are all unique measures
The AI Sessions overview page focuses on AI-led Sessions, rather than Conversations, which might be inclusive of both AI and human Agent engagements.
Review the Sessions tab
The Sessions tab is the default view of the AI Sessions overview page. Use Search and Filters to find recent Sessions where Gladly engaged, and review summary metrics and Session volume over your selected date range.
Review summary metrics
At the top of the Sessions tab, summary tiles give you an at-a-glance view of Gladly AI's performance across your current filters and date range:
AI sessions: Every Session routed to Gladly AI in the selected date range, whether or not Gladly AI replied.
AI engaged sessions: Sessions where Gladly AI sent at least one reply. Sessions that transferred to an Agent before Gladly AI replied aren't counted.
Resolved sessions: Sessions Gladly AI handled start to finish, with no Agent stepping in.
Resolution rate: Resolved sessions divided by AI engaged sessions.
Overall AI resolution rate: Resolved sessions divided by all AI sessions, including Sessions Gladly AI did not engage with.
Find AI Sessions
Search looks at message content and keywords in addition to Customer name and email, so you can find Sessions by what was discussed, not just who was involved.
Select Filters to open the filters panel. You can filter the list of recent Gladly interactions using the following filters:
Session type: Switches between Customer sessions and Test sessions.
Customer sessions are real Customer interactions with Gladly AI.
Test sessions are generated when you use the Test button within a Gladly Agent to simulate a Session, or the Test button at the Guide level to test how Gladly handles a specific Guide. When viewing a test Session, you'll see a label "You are viewing a test session" at the top of the page.
Agent profile: Filters Sessions by Agent profile. Open question: need to confirm exactly what this filters on.
Agent version: Filters Sessions by the version of your Gladly AI Agent configuration used.
Channel: Shows the Channel on which the Session took place. Possible values are "Chat," "SMS," or "Phone Call."
Entry point: Filters Sessions by the Entry Point where the Session began.
Guides visited: Filters Sessions by which Guides were referenced over the course of the Session.
Outcome: Once Gladly has completed its work on a Session, this filter shows the outcome of its interactions with the Customer. Possible values are Gladly Did Not Respond, Gladly Handed Off, and Gladly Resolved.
Gladly Did Not Respond = Gladly transferred the Session without sending a Generative AI response to the Customer. These Sessions are not counted as Billable Gladly AI Assisted Conversations.
Gladly Handed Off = Gladly responded to the Customer and handed off to an Agent without resolving the Session.
Gladly Resolved = Gladly responded to the Customer and did not hand off to an Agent during the course of the Session. This Gladly Outcome is only applied to a Session after it has been closed.
Status: Shows whether a Session has already been closed or whether it's still in progress. Possible values are In Progress or Closed.
Component Type
This is the full filter set. The Type (Answers/Actions), Experiment, Referenced answers, and standalone Guide filters from the old view have been dropped.
Use the date range selector to set the AI sessions list to 7d, 30d, or Custom. Custom opens a date-and-time picker so you can set any start and end point. Times are shown in your local time zone (for example, America/Los_Angeles).
Example use cases
Resolved Sessions: Filter the Sessions list using the "Gladly Resolved" outcome and review Sessions where Gladly has resolved the Customer issue without needing to hand off to an Agent.
Handed off Sessions: Filter the Sessions list using the "Gladly Handed Off" outcome and review Sessions where Gladly started to help the Customer but handed off to an Agent to resolve the inquiry.
Sessions where Gladly did not respond: Filter the Sessions list using the "Gladly Did Not Respond" outcome and review Sessions where Gladly did not respond to the Customer with an AI-generated response and instead handed off to an Agent immediately.
Review the Volume over time chart
The Volume over time chart plots AI Session volume across your selected date range, along with Resolution %, AI engaged %, and Handoff % trend lines. Use the Group by option to change how Sessions are grouped in the chart.
Copy a link to your current view
Select Copy Link to copy a link that preserves your current filters and date range. Share the link with a teammate to point them to the exact same view of the AI Sessions overview page.
Review the Sessions list
Below the chart, the Sessions list shows each Session's Customer, First Message, First Response, and Outcome (with its current status, such as In Progress, and when the Session started).
Click into any Session from the list to see the details of the Customer inquiry, how Gladly responded, and why Gladly decided to respond to the Customer or to hand off to an Agent to resolve the Customer's inquiry.
For details on the Conversation Review panel, Quality Checks, and Handoff to Agent, see AI Sessions Page Overview.
Session Status
Every Customer interaction is accessible on the AI Sessions overview page, with real-time updates and statuses that provide insight into how Gladly engages with Customers.
Below is a table of possible Session statuses.
Status | Description |
|---|---|
Gladly resolved, Closed | Gladly resolved the Customer's questions without needing to hand off to an Agent, and the Session has ended. |
Gladly handed off, In Progress | Gladly engaged with the Customer but had to hand off the Session to an Agent, and the Session is still in progress. |
Gladly handed off, Closed | Gladly engaged with the Customer but had to hand off the Session to an Agent, and the Session ended. |
Gladly did not respond, In Progress | Gladly could not provide an initial response that passed the quality check, so it provided a summary and handed off to an Agent. The Session is still in progress. |
Gladly did not respond, Closed | Gladly could not provide an initial response that passed the quality check, so it provided a summary and handed off to an Agent. The Session has ended. |
