Create a Gladly Agent with Guided Setup

This feature is available to select organizations

The guided set up flow is not currently available in all Gladly instances. If you're interested in getting access, please contact Gladly Support.

The guided setup tool walks you through creating a fully configured Gladly Agent in a single flow. By the time you finish, your Agent will have its brand identity set, Knowledge Sources connected, Guides active, and Entry Points ready to go, instantly.

Configure Gladly Agent Manually

You can continue to configure Gladly Agents manually, see Set Up a Gladly Agent for details.

Before you start

• You must have access to Guides as an Admin or Team Manager.

• If you plan to enable order tracking or cancellation capabilities, make sure your Shopify storefront is connected before starting. If it isn't, the guided setup tool will link you to the integration setup page.

Begin guided setup

If no Gladly Agents have been created for your organization yet, Guides will display an empty state with a single prompt:

1. Select Guides from the main menu.

2. Click Create Gladly AI Agent.
   

If you have existing Gladly Agents, you can create one from the Guides page:

1. Select Guides from the main menu.

2. Click the Gladly Agents dropdown.

3. Click Create Gladly Agent.
   

Once created, proceed with the guided setup tool:

Brand identity

Tell Gladly about your brand so it can personalize how it engages with Customers. The information you enter here populates the Basics tile in your Agent — the foundational configuration that establishes Gladly's identity and how it represents your brand in every Conversation. You can return to the Basics tile at any time to update these details after setup.

[A] Gladly AI Agent Name – The internal name used to identify this Agent in Guides. Choose a name that reflects its purpose, such as "Retail Store" or "Kids Store."

[B] Brand Name – The customer-facing name of your brand. Gladly uses this where appropriate when replying to Customers.

[C] Brand Description – A description of your company that Gladly uses to inform its tone and responses. Keep it concise and focused on what your brand does and how it speaks. For example: "Retalè is a luxury apparel and lifestyle brand offering timeless pieces for the discerning customer. We're committed to quality, craftsmanship, and a personal shopping experience that reflects the care we put into every product."

Once all three fields are filled in, click Continue.

Brand Identity Specification

The more specific your brand description, the better Gladly can align its responses with your brand's voice and policies. You can always refine this further in the Basics tile after completing setup. For guidance on writing an effective description, see Best Practices for Basics.

Knowledge Sources

Knowledge Sources is the information sources Gladly draws from when generating responses to Customers including your website content and Public Answers. What you configure here feeds directly into the Guides that will be active when your Agent goes live. You can manage Knowledge Sources in more detail from within the Guide itself after setup.

[A] Website – Enter your brand's website URL. Gladly will crawl this site as a knowledge source when generating responses. You can enter a full domain (e.g., www.example.com) or a specific path (e.g., www.example.com/faqs). Knowledge Sources work best with evergreen, factual content such as product details, policies, and FAQs.

[B] Shopify Storefront – Connect a Shopify storefront to enable order tracking and cancellation capabilities. Select from the dropdown if a storefront is already connected. If not, click Click here to add a new Shopify integration first, then return to the guided setup tool.

Capabilities

Choose which Guides to enable for your Agent. Guides are the workflows that define how Gladly handles specific customer interactions from answering general questions to processing orders. The guided setup tool activates a starter set automatically; you can add and customize additional Guides at any time after setup. For a full overview, see Guides.

Select the Guides you want, then click Create Agent. Gladly will build and activate everything automatically.

Test and Go Live

Once your Gladly Agent is created, you'll see a confirmation screen with two next steps.

Test your Gladly Agent

Click Test to open the simulator and send sample customer messages. Use this to verify that Gladly responds as expected before going live. You can return to your Guides at any time to adjust the How to Speak to Customers tile for brand voicing, or refine your Guides for specific policies.

Connect Entry Points

Entry Points are the channels (such as a chat widget, email address, or SMS number) where Customers can reach your agent. Gladly won't be live for Customers until at least one Entry Point is connected.

From the Gladly Agent dropdown, select Connect Entry Points and follow the prompts to activate your Agent on your chosen channels. For step-by-step instructions, see Connect or Disconnect Gladly Agents from an Entry Point.

Click Finish when you're done to go to your fully configured Agent.

What's next

After completing the guided setup tool, your Agent is immediately usable. From the Gladly Agent view, you can:

• Refine the Basics, How to Speak to Customers, and When to Get More Help behavior tiles

• Add or modify Guides

• Review performance in Journeys once the Agent is live