Team Assist is enabled per team. Agents only have access to Team Assist if they belong to a team with the feature turned on.
This article covers two things: turning Team Assist on for a team, and configuring how it behaves once it's on using the Team Assist settings page.
Enable Team Assist for a team
Go to Settings and select Teams under People.
Find the team you want to enable Team Assist for and select it to open the edit view. You can also create a new team if needed.
Under Enable features, check the Team Assist checkbox.
Select Save.
Repeat for each team that should have access to Team Assist. Agents who belong to multiple teams only need Team Assist enabled on one of those teams to access it.
To remove access for a team, uncheck the Team Assist checkbox in the team's settings and save.
Team Assist settings
The rest of this article covers the Team Assist page itself (Settings > Agent Experience > Team Assist) where you review session activity, configure the quick-response buttons Agents see, set a brand voice for drafted replies, and scope Team Assist's knowledge-base search to specific Audiences.
Review Team Assist sessions
The Team Assist Sessions section keeps a record of every Team Assist session your Agents have run: what they asked, what Team Assist answered, and how they rated the response. Select View agent sessions to read them.
Use this to check whether the settings on the Team Assist page, quick responses, brand voice, Audience mapping, are landing the way you intended, and to catch gaps in your knowledge base that Agents are running into.
Map Audiences for Team Assist
If you use Audiences to segment Answers by brand, region, language, or internal use, you can map those Audiences to specific Inboxes or Entry Point addresses. Once mapped, Team Assist only draws from the Answers in the matching Audience for Conversations that come through that Inbox or endpoint.
Without a mapping, Team Assist reads from your entire Answers knowledge base, same as always.
Mapping is based on where the Customer reaches out
The Inbox or endpoint address where a Conversation came in on, not where the Agent handling it sits or which team they belong to. An Agent working any Inbox sees Team Assist scoped to that Inbox's mapped Audience, regardless of the Agent's own location or team.
When to use Audience mapping
Two common setups:
Region or language routing. If you have region or language-specific Entry Points (e.g., a French email address or French chat endpoint), map that endpoint to your French Audience. Team Assist then references French-language Answers for any Conversation that comes in through it, rather than pulling from Answers in every language.
Internal vs. Customer-facing separation. If some Answers are meant only for a specific brand or for internal use, map the Inbox that handles that traffic to the matching Audience. For example, map a brand-specific Inbox to that brand's Audience, or map an internal escalations Inbox to an internal-only Audience so Team Assist doesn't surface Customer-facing content there.
Map an Inbox to an Audience
Go to Settings and select Team Assist under Agent Experience.
In the Inbox audiences section, select Add mapping.
Select the Inbox from the dropdown.
Select one or more Audiences to map to it.
Select Save.
Map an endpoint address to an Audience
Go to Settings and select Team Assist under Agent Experience.
In the Endpoint address audiences section, select Add mapping.
Select the Email, Chat, SMS, or Phone address from the dropdown.
Select one or more Audiences to map to it.
Select Save.
Repeat for each Inbox or endpoint you want scoped. Any Inbox or endpoint left unmapped is unaffected — Team Assist continues to draw from your full Answers library for those Conversations.
To change or remove a mapping, select Edit or Delete next to it in the Inbox audiences or Endpoint address audiences table.
Configure Quick responses
Quick responses are the shortcut buttons Agents see at the start of a Team Assist session, before any prompts have been sent. Each button has two parts: a label (the button text, which also shows up as the Agent's message in the chat) and a message (the actual prompt sent to Team Assist when the button is clicked).
The panel starts empty
When you first turn on Team Assist for a team, the Quick responses panel has no buttons in it. Agents won't see any shortcuts until you add some, so it's worth setting up a starting set before rolling Team Assist out to a team.
Add your starting set
Gladly provides three pre-written templates to get you started:
Catch me up: Summarizes the current Conversation – what the Customer needs, what's been done, and where things stand.
Summarize this customer: Gives a quick summary of the customer's profile, preferences, and past interactions.
Suggest a reply: Drafts a starting response based on the current Conversation and Customer context.
To add them:
Go to Settings and select Team Assist under Agent Experience.
In the Quick responses section, select Browse library.
Click Use next to each template you want to add.
Manage Quick responses
Go to Settings and select Team Assist under Agent Experience.
The Quick responses section lists all current buttons with their label and message.
To add a new button, select Add response, enter a label and a message, and save.
To edit an existing button, select Edit next to it, make your changes, and save.
To remove a button, select Delete next to it.
Each button has two parts: a label (the text that appears on the button in the workspace) and a message (the actual prompt sent to Team Assist when the button is clicked).
Quick responses, including the starter templates, are fully customizable. Edit the label or message on any button, remove ones your team doesn't use, or add your own.
You can also select Browse library to choose from a set of pre-written prompt options.
Keep a button available all session long
By default, a Quick response button only appears at the start of session — before any prompts have been sent. Mark a button always visible to keep it available in the panel for the rest of the session as well, so Agents can select it again later in a Conversation.
Tips for writing effective button prompts
A button's message is the actual prompt Team Assist receives, so the quality of the prompt determines the quality of the response. Keep these guidelines in mind when writing custom button messages:
It has to work as the first message. A quick response is often the first thing sent in a session, with no earlier back-and-forth to lean on. Write the prompt so it stands on its own, rather than assuming Team Assist already has context beyond the Conversation itself.
Describe the need, not a tool. Tell Team Assist the outcome you want (e.g., "draft a reply offering a refund") instead of naming a feature or action (e.g., "use the refund tool").
Be specific, and anchor length with a number. Vague prompts produce vague responses. Instead of "summarize this," specify what to include and how long the result should be — for example, "Summarize this conversation in 3 sentences."
State who the response is for. Let Team Assist know whether the output is for the Agent (internal, shorthand is fine) or a draft meant for the Customer (should be polished and on-brand).
Stay under 1,000 characters. Button messages have a 1,000-character limit, so keep prompts concise enough to leave Team Assist room to work with the Conversation's own context.
Always test new buttons with a few real Conversations before rolling them out to your team.
Set up Brand voice
Brand voice controls how Team Assist sounds when it drafts a reply to a Customer. It changes wording only. It never changes what Team Assist knows, what it's allowed to do, or how it answers questions Agents ask it directly.
Brand voice for Team Assist is configured separately from your AI agent's brand voice, and the two aren't shared. Setting one does not set the other.
By default, no brand voice is set and Team Assist drafts Customer replies in its default voice.
To set up Brand voice
In the Brand voice section, select Set up brand voice.
Under How your brand sounds, describe your voice the way you would to a writer joining your team (up to 500 characters). For example: "Warm and direct. Short sentences, contractions, plain words. We're never stiff or corporate."
Under Emoji, choose how freely a drafted reply may use emoji: No preference, Use them where they fit, Acceptable, but not expected, or Don't use any.
Under Phrases to prefer, list short phrasings you want to see in a draft, one per line.
Under Phrases to avoid, list wording that doesn't sound like you, one per line.
Under Examples, select Add example to add a real reply that shows your voice in action. This is the strongest signal you can give: one real example teaches Team Assist your voice better than any list of adjectives. Each example has multiple parts:
Situation is a short description of what's going on, for example "Customer's replacement never shipped and they're furious."
Channel is either Chat, SMS, and social, or Email. This only guides the length of suggested replies. It doesn't mean the example was actually sent on that channel.
Reply in your voice is the actual reply text, written the way you'd really send it.
Repeat to add more examples. Include at least one where the Customer is frustrated or escalating.
Select Save.
Writing good voice examples
Include at least one example where the Customer is frustrated or escalating. How you handle that tone is the hardest thing to convey with adjectives and the easiest to show with a real reply.
Show how you sound, not what your policies say. Leave out specifics like timeframes, dollar amounts, and eligibility rules. Team Assist may repeat those details in a draft where they don't actually apply.
Report on Team Assist activity
For a record of individual sessions, use Team Assist Sessions at the top of the Team Assist settings page (see Review Team Assist sessions above).
For aggregate adoption and performance metrics, reach out to your Account Manager or Gladly Support and they can share a reporting view scoped to your organization.
Adoption and usage
These metrics show whether your team is using Team Assist:
Team members with an active session: how many team members used Team Assist in the period.
Team Assist sessions: the number of sessions started.
Sessions per team member: how much each team member relies on it.
Session depth: how many back-and-forths happen in a session before it's closed.
Performance
These metrics show whether Team Assist is helping once it's used:
First contact resolution, assisted vs. not: first contact resolution compared for Conversations handled with Team Assist versus without.
Contacts completed per team member: volume handled, with Team Assist versus without.
Handle time, assisted vs. not: Conversation handle time compared for Conversations handled with Team Assist versus without.
In-product reporting is coming soon
Until it's available, your Gladly team is the fastest way to see how Team Assist is performing for your organization.
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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.