Think of the chat section as having two sections: 2A and 2B . 2A – The green dot indicates chats that need your response. The oldest chats are at the top of 2A based on when the Customer sent their last chat

Learn the basics of how the ScreenMeet integration works. Who maintains the integration The ScreenMeet integration is built and maintained by Gladly. Basic scope ScreenMeet is embedded as a widget allowing Agents to sign into ScreenMeet and start a cobrowse

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role Use Business Hours to set the hours and days you’d like to set as your primary operating hours to assess SLA reporting based on your operating hours. Once set

This page contains information on preparing for your first Proactive SMS Campaign. Proactive Conversation features do not replace marketing tools Proactive Conversation tools like Proactive Email and Proactive SMS allow you to quickly communicate pertinent information to Customers. Still, it

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role You can cancel/stop calling Customers anytime. You do not need to wait until the entire recipient list is contacted. You have two options to stop a scheduled or in

are sent by a Customer in a Contact that is fulfilled after it is due AND Count of Contacts that are fulfilled after they are due . Contact and Message Wait Time Duration from when a Contact is queued to

REQUIRED USER ROLE  Administrator PERMISSION OVERVIEW View permissions by role Before you start By connecting Idiomatic to Gladly, you will be allowing Gladly to push events to your Idiomatic account and dashboard. This setup has three steps: Create an Idiomatic

This report will be sunsetted soon. The Agent Utilization report can help you understand how efficient you are in utilizing your Agent’s time to help your Customers. Key Concepts and Definitions These are concepts and definitions you should be

Contacts only, and only for Fulfilled Contacts. - Reflects 24-hour operation if primary operating hours in SLA Business Hours is not set. Channel Wait Time, Contact Summary Sample Daily Trends dashboard use cases Gain perspective on how to use the

Start report to open the pre-configured report. Each dataset has its own set of Quick Start reports. Start from a blank Builder – If you start from scratch instead of using Quick Start, we suggest watching the short overview video

If the Conversation won't load because of the error "the conversation history could not be loaded," this is typically caused by an intermittent or unstable internet connection . If you're working from home and have other devices streaming (Netflix

Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality. This allows us to maintain the high level of service that you expect even though we are