What is Answers?

Answers is one of the most powerful tools in the Gladly toolbelt to help empower your Agents and provide Customers with a high-quality, consistent experience no matter the Channel or Agent they reach out from. Answers can also be used as the public information source for your Help Center and Glad App.

With Answers, Agents can access your company’s rich wealth of knowledge in seconds without ever leaving the Customer’s Profile. Plus, with our consolidated multi-Channel, multi-language, and multi-Audience Answers, Agents can feel confident and supported managing many Channels, languages/locales, and different brands simultaneously.

Instead of dealing with multiple tabs or windows, Answers appear on the same screen as your Conversation.

Answers by type

There are four types of Answers with distinct purposes and audiences:

• Public Answers – Information meant for public knowledge.

• Reference Answers – Information meant for Agents only.

• Email Answers – Answers used for email responses are structured for email responses typically.

• Messaging Answers – Answers used for Channels like SMS and Chat.

See Answer Type Definitions to learn about each Answer type and their appropriate usage.

Answers by Channel

Answers can be tailored according to Channel. Based on the Answer type used, you can create Answers tailored explicitly for use in your Messaging Channel (e.g., SMS, chat, Facebook Messenger, etc.) or email.

Answers by Language

All Answer types can be created in many languages. For example, a Messaging Answer type can be created in English, Spanish, Japanese, and German. This gives you the flexibility to tailor your content to suit the language the Customer is speaking — that means longer, more detailed Answers in email and shorter, more to-the-point Answers for Messaging Channels like SMS, Facebook Messenger, and Chat, no matter what country the Customer is contacting you from.

Answers by Audience

Answers can be created for different audiences with tailored content specific to other business units, brands, or segments you support through Gladly. For example, if you are a multi-brand company and Brand A is the parent company, but you also have Customers from Brand B and Brand C interacting with you through Gladly, Answers specific to each brand (or Audience) allows you to single-source Answers content in one place, which can also be used across Help Centers and Glad Apps created for each brand.