User Management

Through the Users settings page, you can add users  to Gladly and assign them the desired user roles and Inbox(es) they’ll work in . Roles and Responsibilities A Gladly user is someone inside your company whose job is to help Custome...

Users are typically assigned their role(s) when they are initially invited to use Gladly. Users can have multiple roles assigned to them, which provide elevated access and permissions. For example, an Agent can also be assigned the following ro...

You can add or edit users one at a time, but this is not always efficient when you add/update many users simultaneously. But with the Export and Import feature, you can add (or update) user data — in bulk — with less effort. ...

Agents can set an external name in the Gladly Profile to attain a level of anonymity. This way, they have some control over exposing their name in outbound communications. When used in an Answer, the external name replaces Agent's Name ...

An invitation link can only be used once and expires 24 hours from when the invitation is sent. You can resend an invitation to any user if the invitation link expires. Click on the top left corner of the screen. Click Settings...

Contact center Agents are often grouped by Channel, skill, location, product expertise, and more. Whether they're formal teams or informal groups, you can set them up in Gladly and track how each team performs via Agent Liveboard and Reporting....