--- title: "Create a Gladly Agent with Guided Setup" slug: "set-up-a-gladly-agent-with-the-setup-wizard" updated: 2026-04-06T17:10:48Z published: 2026-04-06T17:10:48Z stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Create a Gladly Agent with Guided Setup | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | > [!NOTE] > 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](/product-docs/docs/set-up-knowledge-sources) connected, [Guides](/product-docs/docs/answer-threads-interface-overview) active, and [Entry Points](/product-docs/docs/channels-and-entry-points) ready to go, instantly. > [!WARNING] > Configure Gladly Agent Manually > > You can continue to configure Gladly Agents manually, see [Set Up a Gladly Agent](/product-docs/docs/create-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**. ![Prompt to create a Gladly Agent for customer service profiles in the organization.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image-1774504858377.png) 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**. ![Menu options in Gladly platform with focus on creating a Gladly agent.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/create gladly agent click.png) 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](/product-docs/docs/set-up-basics) 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. ![Gladly platform interface for entering brand identity details and descriptions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/brand identity step.png) **[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**. > [!NOTE] > 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](https://help.gladly.com/docs/best-practices-for-configuring-basics). ### Knowledge Sources [Knowledge Sources](/product-docs/docs/set-up-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. ![Instructions for connecting website and Shopify storefront for AI agent knowledge.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/knowledge sources setup 2.png) **[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](/product-docs/docs/what-is-guides-1). Select the Guides you want, then click **Create Agent**. Gladly will build and activate everything automatically. ![Options to enable capabilities for an AI agent, including tracking orders and recommendations.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/capabiilities step (1).png) ### Test and Go Live Once your Gladly Agent is created, you'll see a confirmation screen with two next steps. ![Gladly Agent setup instructions with options to test and connect entry points.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/two steps in test and go live (1).png) #### **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**](/product-docs/docs/set-up-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](https://help.gladly.com/docs/connect-or-disconnect-gladly-ai-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 ![Gladly interface showing guides for customer communication and order tracking options.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/finsihed agent.png) Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4. *Conversation* or *Conversations* (with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.