Set Up 'When to get more help’

The When to get more help tile addresses scenarios and reasons you do not want Gladly AI to interact with. When Gladly AI identifies an inquiry as one of the reasons detailed in this list, the Conversation instantly hands off to an agent (team member).

The “When to get more help” is made up of three key actions:

[A] View default transfer reasons

[B] Add supplemental transfer reasons

[C] Customize the optional transfer message sent to Customers when Gladly hands off

Default transfer reasons

Below is a list of default transfer reasons already included in Gladly Answers. These items are not removable or modifiable within the When to get more help tile.

• The customer is threatening legal action

• The customer is asking explicitly for a human or an agent

• The customer is using a non-English language

All default transfer reasons are modifiable

Built-in transfer conditions can be edited or removed within the When to get more help tile.

Identify need for additional hand off scenarios

As you monitor Gladly in weeks following implementation, you may find that supplemental hand off scenarios should be added to best support your Customers. Use the Gladly AI Conversations page to review Gladly AI interactions and evaluate Conversations where you would have preferred an agent to step in.

Take a look at the following areas in particular:

• Conversations with Gladly handed off or Gladly did not resolve outcomes

  • These Conversations ended with either a hand off to an agent, or were passed up by Gladly all together. Were any of these scenarios ones that Gladly should have completed?

    • Consider removing any scenarios outlined in the “When to get more help” section that you would like Gladly to attempt to engage with.

• Conversations that have failed the quality check

  • Would a specific hand off scenario have helped the Conversation pass the quality check?

  • Include additional hand off reasons in the “When to get more help” section so that Gladly can preemptively hand off any inquiries that may otherwise fail quality check. This will allow Gladly to provide agents with a Handoff Summary and optimize your Gladly set up.

Not all quality check failures are best solved by creating more hand off scenarios

Review tips for avoiding hallucinations first.

Add hand off scenarios

Once identifying the need for additional hand off reasons, you can add them within the When to get more help tile by following these steps.

Review best practices for creating new hand off scenarios.

1. Click on the top left corner of the screen.

2. Select Guides.

3. Select When to get more help.

4. Click + Add.

5. Add a new handoff scenario.

6. Click Save.

Remove hand off scenarios

1. Click on the top left corner of the screen.

2. Select Guides.

3. Select When to get more help.

4. Hover over an item.

5. Click .

6. Click Save.

Customize hand off message

A message can be sent to the Customer indicating that Gladly needs to transfer the Conversation to an Agent to better assist with the inquiry. To adjust the hand off message follow these steps.

1. Click on the top left corner of the screen.

2. Select Guides.

3. Select When to get more help.

4. Click into the Handoff message field.

5. Add the message content.

6. Click Save.

Handoff messages are optional

If you don’t want Gladly to send a message to the Customer before handing a Conversation off to an Agent, simply leave the handoff message field blank.