---
title: "Expansions Best Practices"
slug: "expansions-best-practices"
description: "Gladly can provide a seamless experience for agents and customers and allow for ease of training and consolidation of knowledge and resources."
updated: 2025-10-02T21:42:27Z
published: 2025-10-02T21:42:27Z
canonical: "help.gladly.com/expansions-best-practices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Expansions Best Practices

## **Expansions Best Practices**

**Having all of your Customer Experience teams on Gladly can provide a seamless experience for agents and customers and allow for ease of training and consolidation of knowledge and resources.**

- Expanding with new teams or organizations is easy on Gladly. You can use your current Gladly instance or set up a new separate one.
- You'll want to consider how similar your new teams' needs and workflows are to the teams currently on Gladly when deciding which route to take.

### **Using Your Current Gladly Instance**

**Requirements**

You'll need an already up-and-running Gladly instance and one or more teams that have similar workflows to the teams already on Gladly and that do not belong to a separate sub-brand or organization.

**Key Considerations**

- All agents will see the same answers.
- All agents will inherit the same messaging and auto-assignment settings.
- All admins will see all teams' reports.

### **Using a New Gladly Instance**

**Requirements**

One or more teams that have different workflows to the teams already on Gladly or belong to a separate sub-brand or organization.

**Key Considerations**

- Your teams' answers, configurations, and other settings will remain independent of each other.
- Other critical decisions will be determined by the scope of the implementation, i.e., IVR structure and recordings, Chat design, inbox structure, rules, topics, etc.

### **Implementation**

**Key Personnel Required**

**Project Lead** – in charge of managing the Gladly implementation and other project stakeholders, and making key business decisions.

**IT** – responsible for the technical implementation of the expansion on Gladly.

**Trainer** – responsible for training the new teams on Gladly.

**Agents** – the new team using Gladly on a day-to-day basis.

**Project Management**

- You will be working with your CSM and the Gladly Professional Services Team to implement the expansion.
- We will use Asana to map the scope of the expansion to tasks and assign those tasks to the correct stakeholders.