Set Up Multi-Audience and Language Support

Answer Threads can support multiple Audiences. If your organization’s Help Center is configured to serve more than one Audience, Answer Threads can also be configured for each Audience (or brand). Each Audience can be set up with its own Answer Threads configuration–pulling from its own subset of Public Answers and delivering unique Advice, instructions and specific Transfer Reasons for each brand.

To utilize Multi-Audience support with Answer Threads:

• Review Public Answers for each Audience.

• Consider the customized Advice or Transfer Reasons you’d like to apply to each Audience.

• Contact Gladly Support or your Gladly Account Representative for assistance configuring Answer Threads for multiple Audiences.

Create a Sidekick-specific Audience for Answer Threads

Answer Threads relies on Public Answers in order to engage with Customers. The more robust this set of Public Answers, the more assistance Sidekick will be able to provide. However, there may be certain Answers not suited for general access through the Help Center. For content you would like Answer Threads to respond to, but don’t want to make widely available, we recommend creating a new Audience for Sidekick.

As you create a new Audience, be sure to consider:

• A name for this Audience that will allow Agents to easily recognize the intent.

  • E.g. “Sidekick Answers.”

• The Public Answers you would like associated with this Audience for Answer Threads to access.

• Any new Public Answers you will need to create to cover topics for Answer Threads to assist with.

Once you have configured a Sidekick Audience, Contact Gladly Support or your Gladly Account Representative for assistance limiting Sidekick to pull from this specific subset of Public Answers.

Confirm details for Public Answers surfaced by Answer Threads

Use the Search Answers response within the Sidekick Conversation page to validate the language and Audience linked to any Public Answer found by Answer Threads. To review the details of any Public Answers pulled by Answer Threads:

1. Go to the Conversations page within Sidekick beta.

2. Click on a Conversation that includes a Sidekick Conversation status.

3. Look at the ‘searchAnswersv2’ response.

4. Uncollapse ‘View Details.’

5. Click into the Public Answer(s) that Answer Threads surfaced.

6. Review the Language [A], Audience [B], and Answer ID [C] fields to confirm the details associated with the Public Answer.

If you need to change the associated Audience for the Public Answer, you can edit the Audience within Settings > Answers.

Ensure that Answer Threads is set up to support all desired Audiences

Reach out to Gladly Support for help configuring a new Audience with Answer Threads.