In Gladly, you can see a Customer's entire Conversation history no matter what Channel they use to contact you. All of your interactions with the Customer exist in a single place. Having every interaction and Conversation with a Customer in one place provides more context, less need for your Customer to repeat themselves, and provides quicker responses.
Conversations provide a more natural way of handling communication as Conversations always provide a holistic view of who the Customer is and the Channels they use to communicate, along with quickly seeing past Conversations.
Here are other things to take note of regarding Conversations:
A Conversation can span across multiple Channels.
A Conversation can be found in the Conversation Timeline. Each Conversation is separated by Topic.
A Conversation stays in a single Inbox and Agent at a time.
A Conversation can have different Contacts on different channels.
A Conversation may go through a series of statuses:
New – Unassigned Contacts and waiting to be routed to an Agent
Open – Assigned to an Agent
Waiting – All Contacts have ended, but the Conversation has not been closed. For example, Conversations marked as No Reply Needed.
Closed –Solved and require no further action. It can be reopened if a Customer responds to a closed conversation within a specified time window.
Note – Agents see the list of open Customer Conversations in their My Customer list. Team Managers and Administrators can view Conversations by status.
Conversations in Gladly is a concept that is much different from the traditional concept of 'tickets' or 'cases.' Some of the other key differentiators to take note of are:
Customers are never assigned a 'case/ticket number" in Gladly.
A new Conversation is never opened every time a Customer contacts you (unlike cases/tickets).
Conversations can cross multiple Channels (e.g., SMS, chat, voice, etc.) where cases/tickets are typically restricted to the type of Inbound Channel used. This omnichannel capability in a Conversation environment allows you to quickly meet your Customers when and where they want to be met.
A Customer can only have one Conversation open at any given time, preventing request duplication.
What a Conversation is made up of
Conversations are comprised of Contacts, Tasks, and the entire history of interactions with the Customer within the Conversation Timeline.
