Set Your Channel Availability to Help Customers
  • 15 Jul 2022
  • 4 Minutes To Read
  • PDF

Set Your Channel Availability to Help Customers

  • PDF

Depending on the type of Channels (e.g., chat, SMS, voice, social messaging) implemented in your company, you will have relevant controls that determine your availability to receive and accept Customers from each Channel. 

Changing your Channel availability

There are a few steps involved in making yourself Available and ready for incoming Customer Conversations.

Mark yourself available for a Channel


  1. On the top right corner of the screen, click the Availability Control (button) of the Channel(s) that you want to help Customers on (Mail+Tasks, Voice, or Messaging). 
  2. The button turns from a black outline to green bubble signaling you're ready to receive Customers to assist..
  3. Click Next and Gladly will route you the next most urgent Customer on the Channel(s) you've made yourself available on.

Mark yourself Unavailable for a Channel

Click the button on the Channel you want to make yourself unavailable on. The button will turn from green and back to a black outline and this stops Gladly from routing you any Customers.

How you receive Customers to help

Watch Out - You must show as Available (green) to receive Customers
The Availability Control for a Channel must be green in order for you to receive Customers from that Channel.

You typically only receive Customers from the Inboxes you are assigned to through the Channels available to your Customers. Let's say your team has the following Inboxes and you are assigned to:

  1. Escalation – not assigned
  2. Returns – not assigned
  3. New – assigned
  4. VIP – assigned

Since you are assigned to the New and VIP Inbox, you'll only receive Customers from these Inboxes whenever you make yourself available using the Availability Controls. 

Speak to your manager if you have questions about your Inbox assignment.

Tip - Receiving Customers by priority
  • If you've made yourself Available on multiple Channels, you'll be routed the next most urgent Customer over those Channel(s).
  • If you are not assigned to an Inbox with a Voice or Messaging Entry Point, you may still receive Customers from those Inoxes in situations like transfers or when a Conversation is reassigned.

Understanding the Channel Availability Controls

You can select which Channels you want to set yourself as Available to receive incoming requests. The icon turns green, signifying you are Available on the Channel you selected.

If the focus of the day for you is to handle Customers contacting you via your Messaging Channels (e.g., Chat, SMS, Facebook Messenger), you'll click on the Messaging button and nothing else. Then if (and when) you're ready to take on all three channels, click on all of them. Depending on what you choose, Gladly will automatically serve the next most urgent Customer based on the Channels you've set yourself as Available on (more on this in Channel Priority).

Numbers inside the green bubbles

These numbers represent the number of Customers Contacts waiting to be routed to the next available Agent from the Inboxes you are assigned to. This means a colleague assigned to a different set of Inboxes could have a different number shown in their Availability Controls.

Channel information

Hover over the Availability Control button to see exactly which Channels are available to you to receive Customers from.

Mail + Tasks

  • If you're a Task only user, you'll only see Tasks on the tooltip.
  • The button Appears even if you're not assigned to an Email Inbox. 

Voice

  • The Voice button appears even if you're not assigned to a Voice Inbox.
  • The Voice button doesn't appear if your company does not support voice.

Messaging

  • The Messaging button doesn't appear if your company doesn't support any type of messaging Channel. Otherwise, it's always visible even if you're not assigned to an Inbox that supports messaging (e.g., chat, SMS social messaging).
  • The Channels that appear on the tooltip depend on the messaging Channels implemented by your company. For example, if you only support Customers over Chat and SMS, then you'll only see SMS and Chat on the tooltip. 

Mail (Email, Voicemail) + Tasks 

When you set yourself as Available for Mail + Tasks, you'll be routed:

  • Emails
  • Voicemails
  • Tasks

If Mail + Tasks is the only Channel you've set yourself as available for, you'll be routed the next most urgent Task or Customer reaching out on the various Channels mentioned above (i.e., whose Conversation is closest to hitting its SLA deadline).

Receive Task 

Tasks are automatically routed to you when you log in for the day but if you're only coming back from an Away state. You will need to select Next to receive additional Tasks.

Receive Mail

When you go available in the Mail + Task Channel, and if there is a mail Conversation waiting in the queue, then it will automatically be routed to you. You must click Next or Close & Next to receive additional mail Conversations. 

If there is no mail Conversation waiting in the queue at the time you go available, the next mail that comes will automatically be routed to you. You must then click Next or Close & Next to receive additional mail Conversations.

Voice 

If you've set yourself as Available for Voice, you'll be routed the next Customer reaching out over the phone, regardless of the other Channels you've made yourself available for.

Note - Voice control availability
While Gladly lets you make and receive calls directly through the platform, your company might still use a different telephony system.

Though not common, if you notice that your Voice Availability button is greyed out and can't be clicked on, that means your company is using a telephone system that's separate from Gladly's built-in voice system. This means you won't be able to handle your Voice Availability through Gladly.

Messaging

When you set yourself as Available for Messaging, you'll be routed:

  • Chat
  • SMS/text
  • Social messages including Facebook Messenger, Instagram Messaging Twitter Direct Messages, and Whatsapp

If Messaging is the only Channel you've set yourself as Available for, you'll be routed the next Customer reaching out via a Messaging Channel.


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