Gladly User Profile Setup
  • 13 Jul 2022
  • 2 Minutes To Read
  • PDF

Gladly User Profile Setup

  • PDF

Let's get you ready to start helping your Customers and start a lifelong Conversation and partnership with them. But before you do, make sure your Gladly user profile is up to date.

Tip - Logging into Gladly via SSO 
If your company is using SSO for sign-in, make sure to access Gladlt via your SSO provider (e.g., Okta). Otherwise, you may use the Gladly-based username/password so long as you have an active account. If you do not have an active account or do not know if you have one, please contact your supervisor to set you up.

Set up your profile

The profile contains basic information about you as a Gladly user.

To set up your profile:

  1. Click the My Profile button (which should have initials in it) located on the top right of your screen.
  2. From the dropdown list, click Profile.
Note - User photos 
User photos are currently not supported. Initials are shown instead.

Confirm your name

Your profile should be set up with the right name in place. But just in case there's been a mistake or you've changed your name, you can go ahead and change it from your profile. This name can appear in external communications, especially when using Answers.

  1. Highlight and delete the existing name in the Profile, and replace it with your new/correct name.
  2. Click anywhere outside of the field to save it.

Change your email address (Administrator only)

Email addresses are automatically added. If this information is incorrect, contact your Administrator to make changes.

Update your employee ID

If you have an Employee ID, you can enter that into the Employee ID field of your profile.

  1. Click into the Employee ID field and type in your Employee ID.
  2. Click anywhere outside of the Employee ID field to save it.

Update your external name

Enter a name you'd like to display to Customers for external communications if you prefer not to use your full name. This only applies in Answers using the Agent's Name and Agent's First Name variable. For example, if the external name says "Gerard U," instead of showing "Gerard Urbano" for Answers using Agent's Name variable, it will show as "Gerard U" instead. In an Email Answer, if it says "Warm Regards, Agent's Name," the Customer will see "Warm regards, Gerard U."


  • The External Name field is only available if an Administrator has activated the External Name setting.
  • Reach out to a Team Manager or Administrator for additional direction about this field as it depends on how Answer variables are used by your team.
  • External Names setting must be active on the Users page in order to use external names in Answers and outbound emails.

Change your email greeting

Select the default email greeting for your initial response to email requests.


  1. Click into the Email Greeting field.
  2. Type in the name of the greeting template you want to use. (Hint: typing the word 'greeting' might be a good start)
  3. Select the greeting you want from the dropdown list.

Change your email signature

As with your email greetings, you can also select a standard signature to close out your emails.

  1. Click into the Email Signature field.
  2. Type in the name of the signature template you want to use. (Hint: typing the word 'signature' might be a good start)
    • Work with your Team Manager or Answers Administrators if you'd like to have a logo/image as part of your email signature. 
  3. Select the signature you want from the dropdown list.

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