Use Insights Agent

Before you start

You need access to Reports to use Insights Agent. If you do not see the Reports section in Gladly, reach out to your Gladly Team Administrator.

Access Insights Agent

1. From Gladly, go to Reports in the left navigation menu.

2. Click Start a conversation.
   

3. Select the collection of data (your specific Insights Agent) you want to analyze.

4. Start chatting with the conversational assistant to begin collecting insights.

Start a session

Before asking specific questions, it helps to orient Insights Agent to what you need. Try starting with one of these warm-up prompts:

• "Tell me about this data."

• "What are some questions I could ask?"

These prompts surface what data is available and suggest useful starting points based on your org's report data.

Choose the right mode for your question

The input bar includes a mode selector with two options: Fast (returns answers quickly) and Thinking (takes more time but handles complex questions more reliably). Thinking mode is selected by default and is the better choice for most questions. Switch to Fast for simple lookups where speed matters more than depth.

Ask follow-up questions

Insights Agent maintains context within a session. You can ask follow-up questions that build on previous answers, or compare results across different questions in the same conversation. For example, after asking about AI session recontact rates, you can follow up by asking how that compares to team member First Contact Resolution rates, and the Insights Agent will reference both results in its response.

Refine a question without adding to your conversation history

If a result isn't quite what you needed, you can edit your original question rather than asking a follow-up. Hover over any question bubble to reveal the edit and delete icons, click the pencil icon to modify the text, then click Update to rerun Insights Agent with the revised prompt. This keeps your conversation focused and avoids building up a chain of corrective questions.

View and manage your conversation history

Previous conversations are saved and accessible from the panel on the left side of the Insights Agent interface. Your conversation history is specific to your user account and is not visible to other users or managers. You can return to a previous conversation at any time to review answers or continue from where you left off.

Conversations are named automatically based on your first question. To rename or delete a conversation, hover over it in the sidebar and click the three-dot menu. Deleted conversations move to Trash and are not immediately removed.

Review the underlying data

After Insights Agent returns a result, you can expand Show reasoning to see how Insights Agent approached your question: which data sources it considered, what fields it selected, and what it ruled out. If a result looks unexpected, check the reasoning first.

You can also click the Open in Explore button (the circle icon next to any query result) to open the underlying query in Gladly's Insight Builder, where you can view the full dataset, adjust filters, add or remove fields, and download results as a CSV. For more on working with Insight Builder, see Work With Insight Builder.

For guidance on writing questions that get the most accurate results, see Getting Better Answers from Insights Agent.