Settings Overview
  • 04 Oct 2022
  • 6 Minutes To Read
  • PDF

Settings Overview

  • PDF

The Settings page contains options to manage Gladly settings and features. Here, you can add users, configure Inboxes, create IVRs, update chat throttling settings, and more. It's also where you can set up unique features like Proactive Chat and People Match. Use this help doc to help you understand better how each setting is used and how they relate to other features across Gladly.

How to access Settings

To access the Settings page:

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.

Who has access to Settings

The availability of certain settings and configurations on the Settings page depends on the role. For example, users assigned the Agent or Task User role won't see the Settings option. Agents who are also assigned the Team Manager role will see the More Settings option but will see features only available to Team Managers. Review the Roles and Permissions table to learn more.

Settings Homepage

Clicking Settings in the main menu drawer takes you to the Settings homepage. The contents of the homepage depend on the role.

Click Settings anytime on the top left corner of the page to return to the Settings homepage.

Administrators and Compliance AdministratorsOthers (Team Managers, API User, Developer Answer Administrator)
  • Administrators and Compliance Administrators – Contains links to most frequently used settings, including managing users, configuring Channels, and configuring Rules. It also displays quick links to help and enablement content like the release notes, help docs, and the Gladly Academy.
  • Others (Team Managers, API User, Developer, Answer Administrator) – Displays quick links to help and enablement content like the release notes, help docs, and the Gladly Academy.

Settings Categories

Options in the Settings page are organized by category with appropriate settings nested under them. Review the categories and setting descriptions below.

Agent Experience

Settings relevant to Agent-specific settings.

  • Agent Status – Lists Away and Active reasons Agents can use to indicate what they are doing while working or when they step away from helping Customers. You can create, edit, or archive Agent Statuses on this page.
  • Conversation Workflow –  A collection of Channel-specific settings.
  • Idle Timing – Configure settings that control how soon Agents are put in an away state or logged out of Gladly due to inactivity.
  • Relationships – Lists types of relationships used to associate Customers with one another. You can create, edit, or delete relationship types on this page.

Answers

Settings relevant to Answers.

  • Audiences – Lists Audiences used to organize Answers. Create Audiences to organize and segment content for Answers, Help Center, or Sidekick. For example, if you're a multi-brand corporation using Gladly, you can create Answers specific to each brand by linking them to a specific Audience.
  • Help Center – Lists Help Centers used host FAQs available to Customers. Create and configure Help Center consisting of Answers that your Customers can use to view FAQs or any information you'd like them to have access to. Help Center uses Public Answers exclusively to expose FAQs in Help Center.
  • Keyword Groups – Lists keywords used to group similar words. Create keywords that make it easier to find FAQs in Sidekick or Help Center. For example, you can add a Keyword Group for luggage, so when Customers search baggage, roller bag, or carry-on, the Answer that uses luggage is shown as a result.
  • Languages – Lists languages available to use with Answers. This allows you to add Languages (e.g., Spanish, Dutch, Chinese, etc.) to use with Answers and Answers Keyword Groups. For example, adding Chinese as a language allows you to create an Answer or Keyword Group in Chinese.

App Developer Tools

Settings relevant to Gladly integrations and external systems. 

  • API Tokens – Lists API Tokens along with when they were created. You can also create new API Tokens from this page.
  • Apps – Lists external apps/integrations you have connected to Gladly. You can also add and configure integrations from this page. These apps include Shopify, Zaius, and Magento, which you can connect to Gladly.
  • Lookup Adapter Debugger – A set of tools used to help debug Lookup Adapter data.
  • Webhooks – Lists webhooks used to listen to Gladly events. Here, you can create new webhooks and manage existing ones.

Channels

Settings relevant to Channel features.

  • Email – Lists email addresses and domains used to support Customers via email. You can add new email addresses and domains here that you'd like to use to receive requests from Customers.
  • Facebook Pages – Lists Facebook accounts used in Gladly for Facebook Messenger. You can manage the Gladly-Facebook integration here.
  • Instagram Messaging –Lists Instagram used in Gladly for use with Instagram Messaging. You can manage the Gladly-Instagram integration here.
  • SMS – Lists phone numbers and related Inboxes used for SMS. You can also purchase new SMS numbers here. 
  • Sidekick – Lists Sidekicks used to receive chat requests from Customers. Create and edit Sidekicks you can embed on pages where you want chat support. You can also manage chat throttle settings from here.
  • Twitter Direct Messages –Lists Twitter accounts used in Gladly for use with Twitter Direct Messages. You can manage the Gladly-Twitter integration here.
  • IVR – Lists IVRs (Initial and Queue) configured for phone numbers to receive calls from Customers. Here, you can create and edit IVRs and archive ones you don't use.

Orchestration

Settings relevant to how Gladly manages Customers in Inboxes, Rules, and other automation.

  • Business Hours – Lists Business Hours used with Rules to automate business processes and messaging based on hours of operation. Here, you can create, edit, and delete Business Hour settings.
  • Entry Points – Lists Entry Points for each Channel and control which Inboxes incoming requests are routed to from each Channel. You'll also find Entry Point SLA settings here.
  • Inboxes – Lists Inboxes used to queue Customer requests. Agents receive work from the Inboxes they're assigned to. You can create and configure Inboxes here. You can also deactivate/activate Inboxes as needed.
  • People Match – Lists People Match boosts that are used to prioritize matching Customers with specific questions with Agents best equipped to respond. You can create and edit boosts anytime and archive boost not being used.
  • Rules – Lists Rules used to automate processes and procedures. For example, a Rule can automatically apply a Topic if certain conditions are met. You can also create and edit Rules from here.
  • Scheduled Reports – Lists reports currently scheduled to go out automatically. Reports can be scheduled for automatic delivery to someone's email. Who a particular report is automatically sent to and how often it's sent are found on this page. Scheduled reports can also be deleted from here.
  • Skills – Create and manage skills exclusively used with People Match.
  • Topics – Lists Topics used to apply to Conversations as a way to categorize Conversations. For example, if a Customer calls in to return a product, the Topic Product Return could be applied to the Conversation. You can create and edit Topics from this page.

People

Settings relevant to Gladly users.

  • Users – Lists all Gladly users. You can change Inbox assignments and roles from this page, as well as the option to invite new users.
  • Teams – Lists Teams that are used to group users for reporting purposes. You can create and edit Teams and assign/unassign members.

Proactive Conversations

Settings relevant to proactive communications feature.

  • Proactive Chat – Lists Proactive Chat Campaigns (using Sidekick) used to proactively reach out to Customers while they're on your website. You can create new Proactive Chat Campaigns from here and activate/deactivate them as needed.
  • Proactive Voice – Lists Proactive Voice Campaigns used to call Customers en masse to provide a message or an update. You can create new Proactive Voice Campaigns from here and manage and edit recipients for the Campaign.
  • Proactive SMS – Lists Proactive SMS Campaigns used to SMS Customers en mass to provide a message or update. You can create new Proactive SMS Campaigns from here and manage and edit recipients for the Campaign.
  • Proactive EmailLists Proactive Email Campaigns used to SMS Customers en mass to provide a message or update. You can create new Proactive Email Campaigns from here and manage and edit recipients for the Campaign.

Security and Compliance

Settings related to access, security, and compliance.


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