Step-by-Step Tutorial & Best Practices
Technical Foundations
SSO (if applicable)
SSO has been configured.
You can log in via SSO account to Gladly.
All Agents can log in via SSO account.
Network, hardware, and software
Network requirements have been implemented, with all Agents passing network tests.
Hardware requirements have been met.
Software requirements have been met — Agents should utilize Chrome for helping customers.
Channel Settings
Voice and IVR
Voice settings are correct for each Phone Number
You have associated the right Phone Number to the right IVR and queue IVR
You have uploaded the correct hold and queue music
You have configured the appropriate IVR Wait Duration
You have tested each IVR by dialing into the appropriate phone number.
Ensure the correct greeting, QA, and queue music shows up.
Press / select each menu option.
Ensure that each option goes into the right place (e.g. Gladly, a forwarded number)
Toggle business hours on / off and ensure the right recordings are played.
Toggle holiday hours on / off and ensure the right recordings are played.
If there is a voicemail, ensure it goes to the right Gladly Inbox.
Agents can hear customers when picking up the phone.
Warm / Cold transfers work to desired Inboxes.
Agents are able to place outbound calls via Gladly.
SMS
Each SMS Entry Point works as expected.
SMS Entry Points go to the right Inbox.
SMS auto-replies work as desired.
Outbound SMs-es are able to deliver,
You have read through SMS acceptable use policies and have confirmed you will not be violating carrier regulations.
Email DKIM and SPF records have been set up and verified per domain.
Email forwarding has been put in place.
Inbound Email goes to the right Inbox.
Email auto-replies work as desired.
Ensure rules work (e.g.: applies topics), if configured.
Agents can send outbound emails from Gladly.
Outbound Email delivers from Gladly.
Social Channels (Facebook, , Instagram) Inbound
Social Channels inbound messages go to the right Inbox.
You are able to respond to inbound social channel messages.
If using Instagram, you have "Allow Access to Messages" turned on.
Glad App
Confirm Glad App design and text.
Correct font-family.
Out-of-the-office HTML message looks correct, with all links clickable.
Correct hex codes / colors.
You can chat with an agent and receive a response back.
If onboarding is configured, you can onboard and enter your name and email.
If self-service is enabled:
You can click on all the Quick Action links.
You can search for answers, that are in the right language and for the right audience.
The out-of-the-office message is correct, and all links in the HTML template work.
If auto chat throttling is turned on, there are Agents who will staff the Inbox you are pointing chat to.
If proactive chat campaigns are turned on, campaigns show when testing on your web page.
If utilizing in-app SDK, you are able to load Glad App on Android/iOS and send an inbound chat message.
If you have a sandbox environment, you are using a production embed code instead of sandbox.
If the front-end website has a content-security policy, you have updated your content-security policy to allow Gladly Glad App.
Chat Payments (if applicable)
Agent is able to request chat payment .
Customer is able to enter credit card.
Agent is able to view credit card information.
Integrations
Lookup Adaptor
For each Lookup Adaptor:
Basic search works in < 5 seconds, providing relevant results to Agents based on parameters entered by Agent on Basic search page.
Basic search manual fields are configured as designed.
Auto-linking configuration works (recommend email & mobile phone).
Customer profile configuration & layout works as expected and designed.
Detailed lookup works in < 5 seconds and provides real-time information on the right customer ID.
Actions, if configured, work as desired.
You have set up some form of Gladly-supported Authentication on your Lookup Adaptor.
Other
You have connected all other desired out-of-the-box integrations available on Gladly.
Content Settings and Self Service
Answers and Topics
Answers are up-to-date and Agents understand when / how to utilize them.
Topics are up-to-date and Agents understand when / how to utilize them.
Audiences have been created, with Answers correctly categorized in each Audience.
Help Center
Help Center appears on the right page on your website.
Help Center Search is in the right language.
Help Center Audience is configured correctly.
Help Center layout and columns look as desired.
Help Center layout looks as desired on Mobile screen widths.
If you have a sandbox environment, you are using a production embed code instead of sandbox.
Orchestration and Agent Experience Settings
Conversation Workflow Settings
Email and Voicemail routing settings are correct.
Voice routing settings are correct.
Messaging routing settings are correct.
Agent Experience Settings
Idle timing settings are correct - recall this is across all Agents!
Away Agent Status settings are correct.
Active Agent Status settings are correct.
Orchestration Settings
Business hours settings are correct - recall that these settings are only used in routing rules. For Entry Point business hours, please configure directly in IVR or Glad App.
Inboxes have been configured, and you have set up default outbound addressees from inboxes if you have multiple of each channel.
You are familiar with how People Match, Rules, and Skills work together to assign conversations to Agents.
Entry point default SLA and Inbox mappings are correct.
People Match settings are correct, and you are satisfied with the boosts applied.
Skills have been set up, if desired, and utilized in People Match configurations to apply boosts.
Rules have been set up to route to Inboxes, apply topics, close conversations, send auto-replies, and more.