# Gladly

> Knowledge base documentation for Gladly.

## Product Docs

- [We've Updated Our Product Names](https://help.gladly.com/docs/weve-updated-our-product-names.md): Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality.
- [May Releases](https://help.gladly.com/docs/may-2026-releases.md)
- [April Releases](https://help.gladly.com/docs/april-2026-releases.md)
- [March Releases](https://help.gladly.com/docs/march-2026-releases.md)
- [February Releases](https://help.gladly.com/docs/february-2026-releases.md)
- [January Releases](https://help.gladly.com/docs/january-2026-releases.md)
- [December Releases](https://help.gladly.com/docs/december-2025-releases.md)
- [November Releases](https://help.gladly.com/docs/november-2025-releases.md)
- [October Releases](https://help.gladly.com/docs/october-2025-releases.md)
- [September Releases](https://help.gladly.com/docs/september-2025-releases.md)
- [August Releases](https://help.gladly.com/docs/august-2025-releases.md)
- [July Releases](https://help.gladly.com/docs/july-releases.md)
- [June Releases](https://help.gladly.com/docs/june-releases.md)
- [May Releases](https://help.gladly.com/docs/may-2025-releases.md)
- [April Releases](https://help.gladly.com/docs/april-2025-releases.md): Check out the latest Gladly news and product updates.
- [March Releases](https://help.gladly.com/docs/march-2025-releases.md): Check out the latest Gladly news and product updates.
- [February Releases](https://help.gladly.com/docs/february-2025-releases.md): Check out the latest Gladly news and product updates.
- [January Releases](https://help.gladly.com/docs/january-2025-releases.md): Check out the latest Gladly news and product updates.
- [Innovation Partner Program Details](https://help.gladly.com/docs/innovation-partner-program-details.md): Gladly's Innovation Partner Program provides a small number of Customers early access to a feature.
- [Welcome to Gladly](https://help.gladly.com/docs/welcome-to-gladly.md): Gladly helps businesses make lifelong, loyal Customers by empowering them to deliver radically personal Customer service.
- [What Is Gladly?](https://help.gladly.com/docs/what-is-gladly.md): Gladly is a radically personal customer service platform designed with people at the center.
- [Features and Capabilities Overview](https://help.gladly.com/docs/features-and-capabilities-overview.md): Gladly is the first all-in-one Customer Service platform. You'll find all the features you need within the Gladly ecosystem
- [Supported Languages](https://help.gladly.com/docs/supported-languages.md): The Gladly UI is available in English. Gladly supports most ISO 639-1 standard language codes in all Channels.
- [Glossary and Key Concepts](https://help.gladly.com/docs/glossary-and-key-concepts.md): Get familiar with the terms and key concepts used in Gladly and unlock the full potential of this customer-centric Customer Service platform.
- [Network Requirements](https://help.gladly.com/docs/network-requirements.md): Ensure a smooth setup of Gladly with these network requirements. Learn how to add the necessary domains and IPs to your allowlist.
- [Hardware Requirements](https://help.gladly.com/docs/hardware-requirements.md)
- [Software (OS and Browser) Requirements](https://help.gladly.com/docs/software-os-and-browser-requirements.md): Minimum OS and browser requirements for proper operation of Gladly.
- [VDI Requirements](https://help.gladly.com/docs/vdi-requirements.md)
- [Working From Home Requirements](https://help.gladly.com/docs/working-from-home-requirements.md): Minimum requirements must be met to ensure minimal disruptions to Agent workflow if they are working from home.
- [Single Sign-On Setup](https://help.gladly.com/docs/single-sign-on-setup.md): Enhance security and productivity with SSO integration for Gladly. Simplify login processes and grant users easy access to resources.
- [Activate Dark Mode (Beta)](https://help.gladly.com/docs/activate-dark-mode-beta.md)
- [Composer and Text Editor Interface Overview](https://help.gladly.com/docs/composer-and-text-editor-interface-overview.md)
- [Customer Profile and My Customers List Interface Overview](https://help.gladly.com/docs/customer-profile-and-my-customers-list-interface-overview.md): Get to know the primary interface designed to help Agents support Customers in all Channels.
- [(Beta) Text Editor](https://help.gladly.com/docs/beta-text-editor.md): Learn about the beta Text Editor feature, which allows for direct input of Chinese and Japanese in the Composer.
- [Growl Notifications](https://help.gladly.com/docs/growl-notifications.md): Learn how Growl notifications in Gladly keep you in the loop on Task and Note mentions. Stay connected and organized.
- [Gladly User Profile Setup](https://help.gladly.com/docs/gladly-user-profile-setup.md): Set up your Gladly profile.
- [Password Management](https://help.gladly.com/docs/password-management.md): With Gladly, you can set up a password change management procedure that’s custom-made to suit your company’s unique needs.
- [Keyboard Shortcuts](https://help.gladly.com/docs/keyboard-shortcuts.md): Keyboard shortcuts are quick little tricks to help you through your daily tasks at lightning speed, without ever leaving your keyboard.
- [Use Gladly Team On Mobile Devices](https://help.gladly.com/docs/access-gladly-team-on-mobile-devices.md)
- [How Gladly Search Works](https://help.gladly.com/docs/how-gladly-search-works.md): Learn how Gladly's powerful search engine works to provide you with the most relevant results. Explore the indexing and analyzers that enhance the search experience.
- [Your First Day on Gladly](https://help.gladly.com/docs/your-first-day-on-gladly.md): This guide is a collection of activities and actions you should remember as you get used to using Gladly, especially on your first day.
- [Configure Your Headset](https://help.gladly.com/docs/configure-your-headset.md): If you’re using Gladly’s built-in Voice Channel, you must also configure your headset as your default audio device.
- [Set Up Your Browser](https://help.gladly.com/docs/set-up-your-browser.md): Set up your Chrome browser to ensure Gladly Voice and platform notifications work properly.
- [Log Into Gladly](https://help.gladly.com/docs/log-into-gladly.md): Get to helping customers quickly by ensuring you can always access your account even if you forget your access information.
- [Why can't I have Gladly running on multiple browser tabs?](https://help.gladly.com/docs/why-cant-i-have-gladly-running-on-multiple-browser-tabs.md): You should only use Gladly on Chrome as it's incompatible with other web browsers.
- [Top Gladly Support FAQs](https://help.gladly.com/docs/top-frequently-asked-questions.md): This page contains some of the most frequently asked questions Gladly Support receives from Customers.
- [Is Grammarly compatible with Gladly?](https://help.gladly.com/docs/is-grammarly-compatible-with-gladly.md)
- [Generate HAR file for troubleshooting](https://help.gladly.com/docs/generate-har-file-for-troubleshooting.md)
- [How do I reset my password?](https://help.gladly.com/docs/how-do-i-reset-my-password.md): Can't remember your password? No problem! Our guide provides easy-to-follow instructions on how to reset your password.
- [I can’t find my Gladly invitation. What should I do?](https://help.gladly.com/docs/i-cant-find-my-gladly-invitation-what-should-i-do.md): Lost your Gladly invitation? Don't worry, we've got you covered. Learn what steps to take next and how to retrieve your invitation.
- [I can’t log in. What should I do?](https://help.gladly.com/docs/i-cant-log-in-what-should-i-do.md): Can't log into Gladly? Discover the most common reasons and solutions to resolve login issues and regain access to your account.
- [I tried to reset my password but i’m not receiving the reset email](https://help.gladly.com/docs/i-tried-to-reset-my-password-but-im-not-receiving-the-reset-email.md): Learn how to quickly troubleshoot if the password reset email is not coming through.
- [Why do I only see a blank screen when I log in?](https://help.gladly.com/docs/why-do-i-only-see-a-blank-screen-when-i-log-in.md): If you only see a blank screen after you log in, this is typically caused by browser extensions that are preventing Gladly from loading.
- [Why am I getting an ‘unstable internet connection’ error?](https://help.gladly.com/docs/why-am-i-getting-an-unstable-internet-connection-error.md)
- [Why is the Voice icon missing?](https://help.gladly.com/docs/why-is-the-voice-icon-missing.md)
- [Why can’t I change my status to ‘Away’?](https://help.gladly.com/docs/i-cant-change-my-status-to-away.md)
- [Tips and Tricks in Case of an Unexpected Platform Issue](https://help.gladly.com/docs/action-plan-in-case-of-an-unexpected-platform-issue.md): Quickly react to unexpected platform issues to support customers.
- [Platform Readiness for Peak Seasons](https://help.gladly.com/docs/platform-readiness-for-peak-seasons.md): Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality.
- [Holiday Preparation Checklist](https://help.gladly.com/docs/holiday-preparation-checklist.md): Review this guide to help you quickly set up Gladly to support your holiday hours and procedures.
- [AI Security and Compliance](https://help.gladly.com/docs/ai-security-and-compliance.md): Explore Gladly's commitment to data security and compliance, with advanced encryption protocols and industry-leading standards.
- [Data Subject Requests](https://help.gladly.com/docs/data-subject-requests.md): Understand how long to store Customer data for and delete Customer data collected, including Contacts, Conversations to abide by privacy and data regulations.
- [Gladly Expansion Basics](https://help.gladly.com/docs/gladly-expansion-basics.md): Considering expanding Gladly? Learn about the key considerations and requirements for maintaining a single instance or implementing multiple instances.
- [Manage Your ‘My Customers’ List](https://help.gladly.com/docs/manage-your-my-customers-list.md): Every time you log into Gladly as an Agent, the first screen you’ll see is your My Customers list. Learn more in Gladly Help Docs how to manage it.
- [Agents With Multiple Roles](https://help.gladly.com/docs/agents-with-multiple-roles.md): Agents can be assigned multiple roles. For example, you can be an Agent, Team Manager, and Administrator at the same time. Learn more.
- [Set Your Channel Availability to Help Customers](https://help.gladly.com/docs/set-your-channel-availability-to-help-customers.md): Depending on the type of Channels in your company, you will have controls that determine your Availability to receive and accept work from each Channel.
- [Set Your Status or Reason as 'Away'](https://help.gladly.com/docs/set-your-status-or-reason-as-away.md): Sometimes you just need to take a break from Gladly. In those cases, just set yourself as Away. Read more in Gladly Help Docs how to do it.
- [Set Your 'Active' Status](https://help.gladly.com/docs/set-your-active-status.md): By managing your Active status, your Team Managers can better track how you and your team are spending their time working. Learn how to set your 'Active' status
- [Help the Next Customer](https://help.gladly.com/docs/help-the-next-customer.md): Once a Customer's questions or issues have been resolved, click Close & Next to close the Conversation. The Customer is then removed from the My Customers list.
- [Close a Conversation](https://help.gladly.com/docs/close-a-conversation.md): Conversations are closed when there are no additional replies or interactions with the Customer because their request has been resolved. Learn how to close it.
- [Reopen a Closed Conversation](https://help.gladly.com/docs/reopen-a-closed-conversation.md): Conversations are usually reopened if a particular issue is not fully resolved or is missing additional information to close fully. Read more in Help Docs.
- [Monitor Notifications Center](https://help.gladly.com/docs/monitor-notifications-center.md): Use the Task Notifications feature to monitor recent activities or updates on Tasks you own. Read more in Gladly Help Docs.
- [Add a Note to a Conversation](https://help.gladly.com/docs/add-a-note-to-a-conversation.md): Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to see about the Customer. Learn more.
- [Check Recently Viewed Customers](https://help.gladly.com/docs/check-recently-viewed-customers.md): See a list of Customer Profiles you recently viewed without searching or remembering the Customer details. Read more in Gladly Help Docs.
- [Check Conversation Timeline Event Timestamps](https://help.gladly.com/docs/check-conversation-timeline-event-timestamps.md): Learn how to check Conversation Timeline Event Timestamps with this visual guide.
- [View Previous Conversations by Topic](https://help.gladly.com/docs/view-previous-conversations-by-topic.md): A Conversation Timeline can consist of several Conversations, which depends on the number of times the Customer has reached out to your company for help.
- [Apply Topics to a Conversation](https://help.gladly.com/docs/apply-topics-to-a-conversation.md): Apply a Topic to a Conversation that relates to the primary reason why the Customer is contacting you. Learn more in Gladly Help Docs.
- [Assign Conversation to a Different Inbox or Agent](https://help.gladly.com/docs/assign-conversation-to-a-different-inbox-or-agent.md): You may need to re-assign a Conversation to a different Inbox or Agent if a different specialization is required to help the Customer. Learn more.
- [Mark a Conversation as 'No Reply Needed'](https://help.gladly.com/docs/mark-a-conversation-as-no-reply-needed.md): Tagging a Conversation as No Reply Needed stops the countdown (SLA)/due date within which you must respond to the Customer. Read more in Gladly Help Docs.
- [Search and Insert Answers in Conversations Through Answers Panel](https://help.gladly.com/docs/search-and-insert-answers-in-conversations-through-answers-panel.md): You can find Answers to use in your Conversations (or insert them as a reply, a Note, or even a Task) right from the Answers pane. Learn more.
- [Mark Answers as Favorite](https://help.gladly.com/docs/mark-answers-as-favorite.md): Quickly access the Answers you use the most — regardless of the Answer type, Audience, or Language — by marking them as a favorite.
- [What is a Customer Profile?](https://help.gladly.com/docs/what-is-a-customer-profile-1.md): The Customer Profile is a record of everything your company knows about a Customer: contact details, historical conversations, preferences, relationships.
- [Get to Know Your Communication Channels](https://help.gladly.com/docs/get-to-know-your-communication-channels.md): You can use different Channels while working with a Customer. For example, you can be on the phone and send them a confirmation number via SMS at the same time
- [Help Customers on Different Channels](https://help.gladly.com/docs/help-customers-on-different-channels.md): Gladly supports many types of Channels, so your Customers have the option to reach out to you on Channels they prefer. See the channels here.
- [Make Outbound Calls](https://help.gladly.com/docs/make-outbound-calls.md)
- [Answer, Mute, and Hold Phone Calls](https://help.gladly.com/docs/answer-mute-and-hold-phone-calls.md): Discover how to answer, mute, and hold phone calls in Gladly. Read comprehensive guide in Gladly Help Docs.
- [Respond to Voicemails](https://help.gladly.com/docs/respond-to-voicemails.md): When a Customer decides to leave a voicemail it is handled like any other requests from a Customer where you’ll be taken straight to their Customer Profile.
- [End, Transfer, and Conference Calls](https://help.gladly.com/docs/end-transfer-and-conference-calls.md): Our comprehensive guide on how to end, transfer or conference calls in Gladly. Read more in Gladly Help Docs.
- [Create and Reply to Email Messages](https://help.gladly.com/docs/create-and-reply-to-email-messages.md): Comprehensive instruction on how to create and reply to email messages in Gladly. Read more in Gladly Help Docs.
- [Accept and Reply to Chat Messages](https://help.gladly.com/docs/accept-and-reply-to-chat-messages.md): Learn how to accept and reply to chat messages from Customers within Gladly. Learn more in Gladly Help Docs.
- [Send and Receive SMS Messages](https://help.gladly.com/docs/send-and-receive-sms-messages.md): You can send and receive SMS (aka text) in Gladly to communicate with Customers. Learn more in Gladly Help Docs.
- [Tag a Phone Number as SMS](https://help.gladly.com/docs/tag-a-phone-number-as-sms.md): Customers must have a phone number tagged as SMS and Mobile in their Customer Profile in order to send and receive SMSes. Learn more.
- [SMS and MMS Send Status](https://help.gladly.com/docs/sms-and-mms-send-status.md): Quickly understand the status of SMS or MMS messages to customers.
- [Switch Between Messaging Sessions](https://help.gladly.com/docs/switch-between-messaging-sessions.md): Use the My Customers list to quickly switch between active Messaging Customers by monitoring the green dot indicators, which indicate a reply from the Customer.
- [Respond to and Initiate Facebook Messages](https://help.gladly.com/docs/respond-to-and-initiate-facebook-messages.md): When an incoming Facebook message is routed to you, you're taken straight to the Customer's Profile, where you'll find their current Facebook message. Read more
- [Respond to and Initiate WhatsApp Messages](https://help.gladly.com/docs/respond-to-and-initiate-whatsapp-messages.md): Enhance customer support with WhatsApp. Learn how to assist Customers through the popular messaging platform and provide seamless communication.
- [Respond to Messages and Comments From Instagram](https://help.gladly.com/docs/respond-to-messages-and-comments-from-instagram.md): When an Instagram Message is routed to you, you'll see a green notification banner appear with the Customer's name and a short preview of their message.
- [Review Text Summary of Phone Calls](https://help.gladly.com/docs/review-text-summary-of-phone-calls.md): Save time and quickly understand key points from phone calls with Voice Summaries. Get text summaries of recorded calls automatically generated.
- [Change Phone Number and Extension](https://help.gladly.com/docs/change-phone-number-and-extension.md): Agents that make and answer calls in Gladly through a separate handset need to specify the phone number you’re using to log in. Learn more.
- [Listen To Call Recordings](https://help.gladly.com/docs/listen-to-call-recordings.md): Listen to previous calls as part of your QA or Agent training practices.
- [Pause, Delete, or Download Voice Call Recordings](https://help.gladly.com/docs/pause-delete-or-download-voice-call-recordings.md): Any calls made via Gladly are recorded on the Conversation Timeline for reference. Learn more how to pause, unpause, delete, download live call recording.
- [Internal Users Coaching or Joining a Call](https://help.gladly.com/docs/internal-users-coaching-or-joining-a-call.md): Administrators, Team Managers, and Agent Plus users can Listen, Coach, or Join phone calls for training and quality purposes. Learn more in Gladly Help Docs.
- [Missed Call Notification](https://help.gladly.com/docs/missed-call-notification.md): The missed call notification banner appears if you miss a call that was attempting to route to you. Visit Gladly Help Docs to learn more.
- [Create and Manage Tasks](https://help.gladly.com/docs/create-and-manage-tasks.md): Our comprehensive guide contains information how to create, edit, close, reopen, receive new task and monitor a task updates. Learn more in Gladly Help Docs.
- [Receive New Task Assignments](https://help.gladly.com/docs/receive-new-task-assignments.md): Tasks can be assigned to a specific Agent or a particular Inbox. Learn more in Gladly Help Docs.
- [Automatically Create Customer Profiles](https://help.gladly.com/docs/automatically-create-customer-profiles.md): Learn how to automatically create Customer Profiles, which occurs when Customers contact you and Gladly is unable to match them to an existing Customer Profile.
- [Identify Integrated Systems](https://help.gladly.com/docs/identify-integrated-systems.md): Quickly and easily identify which external systems Gladly can pull Customer information from through the Customer Profile.
- [Add a New Customer Profile](https://help.gladly.com/docs/add-a-new-customer-profile.md): Learn how to add a new Customer (Profile) anytime, and how to manually add their details, in this step-by-step guide.
- [Add and Edit Customer Contact Details](https://help.gladly.com/docs/add-and-edit-customer-contact-details.md): You can update your Customer's address, email, phone number, and Customer ID which are all part of the contact details for your Customer. Read more.
- [Merge Customer Profiles](https://help.gladly.com/docs/merge-customer-profiles.md): Customer Profiles belonging to the same Customer should be merged. This can be done in one of two ways. Learn more in Gladly Help Docs.
- [Create a Relationship Between Customers](https://help.gladly.com/docs/create-a-relationship-between-customers.md): You can create a Relationship between Customers to indicate how they are related. This also makes it easier to pin interactions between related Customers.
- [Link Customer Profile to an External (Integrated) System](https://help.gladly.com/docs/link-customer-profile-to-an-external-integrated-system.md): It's possible to pull additional information about the Customer from the external system and include them in the Customer's Profile by linking them. Learn more.
- [Collect Payments Over Chat](https://help.gladly.com/docs/collect-payments-over-chat.md): Enhance your Customer shopping experience by helping them process their order online and taking care of collecting their card payment over chat. Learn more.
- [Automatic Redaction of Credit/Debit Card Numbers](https://help.gladly.com/docs/automatic-redaction-of-creditdebit-card-numbers.md): In Gladly, valid credit/debit card numbers are automatically redacted, which makes the information unusable. Learn more in Gladly Help Docs.
- [Refund, Discount, and Cancel Orders through BigCommerce Actions](https://help.gladly.com/docs/refund-discount-and-cancel-orders-through-bigcommerce-actions.md): With BigCommerce Actions, you can cancel orders, initiate full/partial refunds, and provide discounts codes without leaving Gladly.
- [Refund, Discount, and Cancel Orders through Shopify Actions](https://help.gladly.com/docs/refund-discount-and-cancel-orders-through-shopify-actions.md): Gladly can be configured to allow orders from Shopify to be refunded, canceled, and discounted without leaving Gladly.
- [Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?](https://help.gladly.com/docs/why-is-the-conversation-timeline-is-showing-the-conversation-history-could-not-be-loaded.md): If the Conversation won't load because of the error "the conversation history could not be loaded," this is typically caused by an intermittent or unstable internet connection.
- [I can’t merge Profiles because they have different external customer ids.](https://help.gladly.com/docs/i-cant-merge-profiles-because-they-have-different-external-customer-ids.md): Learn why this error may be appearing for your Agents, and see ways to fix this error within Gladly.
- [Why is the Conversation Timeline saying to contact our developer?](https://help.gladly.com/docs/why-is-the-conversation-timeline-saying-to-contact-our-developer.md): Some companies use a custom integration to pull Customer data or take action (e.g., cancer an order) without leaving Gladly. Learn more.
- [The Conversation Timeline says a Conversation was rerouted because of a conflicting offer. What does that mean?](https://help.gladly.com/docs/the-conversation-timeline-says-a-conversation-was-rerouted-because-of-a-conflicting-offer-what-does-that-mean.md): The Conversation Timeline says a Conversation was rerouted because of a conflicting offer. Learn more on how to solve this and what does that mean
- [Can I add a Customer’s photo to their Profile?](https://help.gladly.com/docs/can-i-add-a-customers-photo-to-their-profile.md): The Customer Profile can pull a Customer's profile photo/image from Facebook through Facebook Messenger or through a lookup adapter. Learn more.
- [What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?](https://help.gladly.com/docs/what-does-externalcustomerid-does-not-equal-existing-externalcustomerid-error-mean.md): The error occurs when you are trying to merge two Customer Profiles that are linked to two different master data/lookup adapter.
- [What does ‘Conversation was closed automatically’ in the Conversation Timeline mean?](https://help.gladly.com/docs/what-does-conversation-was-closed-automatically-in-the-conversation-timeline-mean.md): Conversations related to abandoned calls are automatically closed. When this happens, the Conversation Timeline is updated to reflect this activity.
- [Customer replies are appearing in the wrong order in the Conversation Timeline](https://help.gladly.com/docs/customer-replies-are-appearing-in-the-wrong-order-in-the-conversation-timeline.md): If Contacts are not in chronological order of activity in the Conversation Timeline, this is usually caused by an incorrect local time in an Agent's machine.
- [How are Conversations separated in the Conversation Timeline?](https://help.gladly.com/docs/how-are-conversations-separated-in-the-conversation-timeline.md): The Conversation Timeline contains the entire history of every interaction with a Customer. A line visually separates Conversations (by Topic). Learn more.
- [How do I delete attachments/images in the Conversation Timeline?](https://help.gladly.com/docs/how-do-i-delete-attachmentsimages-in-the-conversation-timeline.md): Delete attachments (images, files, documents, etc.) directly from the Conversation Timeline. This is needed if a Customer sends private/sensitive information.
- [Can we unmerge Customer Profiles accidentally merged?](https://help.gladly.com/docs/can-we-unmerge-customer-profiles-accidentally-merged.md): Customer Profiles can't be unmerged once they are merged. Read more and see how to patch this issue, should it arise on your support team.
- [A Customer sent me private/sensitive data. What should I do?](https://help.gladly.com/docs/a-customer-sent-me-privatesensitive-data-what-should-i-do.md): Learn what to do if a Customer inadvertently sends you private account details or sensitive personal information.
- [Why can’t I close a Conversation?](https://help.gladly.com/docs/why-cant-i-close-a-conversation.md): Learn why Agents cannot close a Conversations on Gladly during an active phone call.
- [Why am I not receiving any work from Customers?](https://help.gladly.com/docs/why-am-i-not-receiving-any-work-from-customers.md): If you see Customers waiting in the queue but you are not receiving/being routed phone calls, email, chats, etc., there are a few key culprits. See them here.
- [Why am I getting errors when requesting more customers to help?](https://help.gladly.com/docs/why-am-i-getting-errors-when-requesting-more-customers-to-help.md): If you're getting the error this means you've reached the maximum number of Messaging Customers that can be assigned to you as configured.
- [Why is a Customer’s request appearing on an unrelated Customer’s Profile?](https://help.gladly.com/docs/why-is-a-customers-request-appearing-on-an-unrelated-customers-profile.md): If a Customer's messages or phone calls are appearing on a different, unrelated Customer Profile, there are two common reasons why this happens. Learn more.
- [Why is there no sound along with a notification?](https://help.gladly.com/docs/why-is-there-no-sound-along-with-a-notification.md): Notifications are typically accompanied by sound to audibly notify you of a request from a Customer. Learn what to do if you don't hear any sound.
- [Why are emails appearing in our Voice-only Inbox?](https://help.gladly.com/docs/why-are-emails-appearing-in-our-voice-only-inbox.md): Uncover the reasons behind emails appearing in a Voice-only Inbox. Explore how Gladly's routing mechanism attempts to keep Conversations within the same team.
- [Why did I receive a chat while on a phone call?](https://help.gladly.com/docs/why-did-i-receive-a-chat-while-on-a-phone-call.md): Regardless of the Channel you are available in to receive requests from, you cannot be assigned chats or other messaging requests while on a phone call.
- [I’m not receiving new emails but I’m ‘available’ in the Email, Task, Voicemail Channel.](https://help.gladly.com/docs/im-not-receiving-new-emails-but-im-available-in-the-email-task-voicemail-channel.md): Mail can only be routed to you if you're available in the Email, Task, Voicemail Channel. Learn more in Gladly Help Docs.
- [I’m not available for chat but why am I receiving chat requests?](https://help.gladly.com/docs/im-not-available-for-chat-but-why-am-i-receiving-chat-requests.md): You are not available for chat but still receiving chat requests? This could happen if an email is immediately followed by a chat request from the Customer.
- [Why are emails to eBay marketplace customers failing to send?](https://help.gladly.com/docs/why-are-emails-to-ebay-marketplace-customers-failing-to-send.md): If you communicate via email with eBay marketplace Customers in Gladly, email replies to eBay marketplace could bounce if your company domain is not allowed by eBay. Visit Gladly Help Docs to learn more.
- [Why did I receive a call and a message at the same time?](https://help.gladly.com/docs/why-did-i-receive-a-call-and-a-message-at-the-same-time.md): It's possible to receive a call and a message notification simultaneously, thus seeing two notification banners. This could occur if you are available on both Voice and Messaging and because Voice operates on an independent routing queue, separate from other Channels. Visit Gladly Help Docs to learn more.
- [Why do I keep getting errors when sending an email?](https://help.gladly.com/docs/why-do-i-keep-getting-errors-when-sending-an-email.md): If you're getting a "Delivery Failed" error when sending an email, there are quite a few reasons why the email fails to send. Read more in Gladly Help Docs.
- [Use Liveboards to Monitor Your Contact Center](https://help.gladly.com/docs/use-liveboards-to-monitor-your-contact-center.md): Using Liveboards provides insight into what customers are contacting you about, and enables quick decision-making based on support request volume.
- [Add and Remove Agents From an Inbox](https://help.gladly.com/docs/add-and-remove-agents-from-an-inbox.md): Managing which Inboxes your Agents are assigned to is an important part of keeping your contact center running smoothly.
- [Listen, Coach, or Join Phone Calls](https://help.gladly.com/docs/listen-coach-or-join-phone-calls.md): Learn how to listen to live phone calls, coach Agents (without the Customer hearing you), or fully join the call with the Agent and Customer.
- [Generate and Review Reports](https://help.gladly.com/docs/generate-and-review-reports.md): Learn how to generate and review Reports within Gladly to ensure smooth operations for your contact center.
- [Create a Task](https://help.gladly.com/docs/create-a-task.md): Use Tasks to create reminders for Agents to do something for Customers, assign Tasks to a particular colleague, or collaborate on an issue.
- [Collaborate and Comment on a Task](https://help.gladly.com/docs/collaborate-and-comment-on-a-task.md)
- [Edit a Task and Delete Comment](https://help.gladly.com/docs/edit-a-task-and-delete-comment.md): Perhaps you forgot to add some details in the Task, or you need to change the reason for the Task itself. You can do so by editing it.
- [Close and Reopen a Task](https://help.gladly.com/docs/close-and-reopen-a-task.md): Once a Task is completed, it’s important to mark it officially "Closed." — kind of like checking an action item off your to-do list. Learn more in Help Docs.
- [Find a Task](https://help.gladly.com/docs/find-a-task.md)
- [Settings Overview](https://help.gladly.com/docs/settings-overview.md): The Settings page contains options to access and manage Gladly settings. Learn more in Gladly Help Docs.
- [Administrators Duties](https://help.gladly.com/docs/administrators-duties.md): Gladly Administrators have great responsibilities. They are tasked with adding, configuring, and managing settings that are important to keep Gladly operational
- [Format Answers Using the Editor](https://help.gladly.com/docs/format-answers-using-the-editor-1.md): Gladly allows for some formatting when it comes to creating your Answers so you have control over how your Answers look, both to your Agents and your Customers.
- [Create and Edit Audiences](https://help.gladly.com/docs/create-and-edit-audiences.md): Create and configure Audiences to expose Answers from different brands, business units, or segments for Agents to easily find and use.
- [Delete an Answer](https://help.gladly.com/docs/delete-an-answer.md): You can choose to delete an entire Answer in one go (i.e. delete all the Answer types within the one Answer), or just delete individual Answer types.
- [Create, Edit, and Delete Keyword Groups](https://help.gladly.com/docs/create-edit-and-delete-keyword-groups.md): Check out our instructions on how to create, edit, and delete keyword groups in Gladly. Read more in Gladly Help Docs.
- [Search Answers, Manage Variables and Placeholders](https://help.gladly.com/docs/search-answers-manage-variables-and-placeholders.md): Search and find Answers available in Gladly in one place. Here, you can search for Answers by language, type, or Audience. Learn more in Gladly Help Docs.
- [Create, Edit, Duplicate Answers](https://help.gladly.com/docs/create-edit-duplicate-answers-1.md): Create Answers that can be used across different Channels, with different Answer types, and for different Audiences. Learn more in Gladly Help Docs.
- [What is a Conversation?](https://help.gladly.com/docs/what-is-a-conversation.md): You can see a Customer's entire Conversation history no matter what Channel they use to contact you. All of your interactions exist in a single place.
- [What’s the Difference Between a Conversation and a ‘Ticket’?](https://help.gladly.com/docs/whats-the-difference-between-a-conversation-and-a-ticket.md): Conversations provide a holistic view of who the Customer is, the Channels they use to communicate, and quickly seeing past Conversations. Learn more.
- [Conversation Status (New, Open, Waiting, Closed)](https://help.gladly.com/docs/conversation-status-new-open-waiting-closed.md): Gladly organizes Customer Conversations into different views based on the status of the Conversation or Task. These statuses are: new, open, waiting, closed.
- [Next and Close & Next Button Behavior](https://help.gladly.com/docs/next-and-close-next-button-behavior.md): The Next and Close & Next buttons are critical to managing the status of your Conversations and the ability to receive new Customer requests. Learn more.
- [Export Conversation Transcripts](https://help.gladly.com/docs/export-conversation-transcripts.md): Conversation transcripts cannot be retrieved via the UI but can be completed through API. You can download Conversation copies one at a time or in bulk.
- [What is a Customer Profile?](https://help.gladly.com/docs/what-is-a-customer-profile.md): The Customer Profile is a record of everything your company knows about a Customer: contact details, historical conversations, preferences, relationships.
- [Automatically Create Customer Profiles](https://help.gladly.com/docs/automatically-create-customer-profiles-1.md): Learn how to automatically create Customer Profiles, which occurs when Customers contact you and Gladly is unable to match them to an existing Customer Profile.
- [Search to Find Conversations and Customers](https://help.gladly.com/docs/search-to-find-conversations-and-customers.md)
- [What is Customer Relationships?](https://help.gladly.com/docs/what-is-customer-relationships.md): In Gladly, behind-the-scenes external connections and purchase context for Customers with something we call Relationships. Learn more.
- [Pin and Unpin Interactions Between Customers](https://help.gladly.com/docs/pin-and-unpin-interactions-between-customers.md): Learn how to pin a specific interaction from one Customer's Timeline to another, which links two different Conversations or Customer Profiles.
- [Switch Between Profiles of Related Customers](https://help.gladly.com/docs/switch-between-profiles-of-related-customers.md): Pinning Relationships and Conversation allow Agents to easily navigate from one Customer’s Profile to the other with just one click.
- [Create, Edit, and Delete Relationships](https://help.gladly.com/docs/create-edit-and-delete-relationships.md): Administrators have the ability to manage Relationship types, which are used to indicate how some Customers may know each other or how they are related.
- [What is a Task?](https://help.gladly.com/docs/what-is-a-task.md): Tasks allow Agents and teams to collaborate and help each other resolve a Customer's issue. Tasks are created and managed in the Customer Profile. Learn more.
- [Configure Task Routing Window](https://help.gladly.com/docs/configure-task-routing-window.md): Every Task created requires a due date, and there's no limit to the number of Tasks that can be assigned to an Agent. Learn more about task routing in Help Docs
- [What are Notes?](https://help.gladly.com/docs/what-are-notes.md): Notes give Agents the ability to add internal notes about a particular Conversation with a Customer. Learn more in Gladly Help Docs.
- [Add a Note to a Conversation](https://help.gladly.com/docs/add-a-note-to-a-conversation-1.md): Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to see about the Customer. Learn more.
- [What are Topics?](https://help.gladly.com/docs/what-are-topics.md): Topics in Conversations are a great way to keep track of your Customer issues, and to discover if there are any patterns to get to the root cause of issues.
- [Principles of Hierarchical Topics](https://help.gladly.com/docs/principles-of-hierarchical-topics.md): There are a few principles of Hierarchical Topics to keep in mind as you build and use Topics. Learn more in Gladly Help Docs.
- [Create and Manage Topics](https://help.gladly.com/docs/create-and-manage-topics.md): Topics help you classify your Conversations, so it’s easy to identify your Customers’ issues. Learn more how to create and manage Topics in Gladly Help Docs.
- [Require Topic for Every Conversation](https://help.gladly.com/docs/require-topic-for-every-conversation.md): Learn how to require Topics for every Conversation. If activated, the Close and Close & Next buttons are grayed out, and Conversations can't be closed until at least one Topic is selected.
- [Archive Existing Topics](https://help.gladly.com/docs/archive-existing-topics.md): You can use archive Topics if you no longer need it or to temporarily stop it from being used by Agents. You can unarchive Topics anytime.
- [Topic Hierarchy Maintenance](https://help.gladly.com/docs/topic-hierarchy-maintenance.md): After you set up your hierarchy, regularly go back to look at how Conversations are getting categorized. Learn more about Topic maintenance in Gladly Help Docs.
- [Design Your Topic Hierarchy](https://help.gladly.com/docs/design-your-topic-hierarchy.md): To design your Topics hierarchy, we recommend this process based on our experience helping our Customers use Topics. Read more in Gladly Help Docs.
- [Apply Topics on Every Conversation](https://help.gladly.com/docs/apply-topics-on-every-conversation.md)
- [Introduction to Chat Payments](https://help.gladly.com/docs/introduction-to-chat-payments.md): Have peace-of-mind when you securely accept credit card information for payments through Messaging Channels. Learn more about Payments in Gladly Help Docs.
- [Payment Handling Security and Processing](https://help.gladly.com/docs/payment-handling-security-and-processing.md): The Gladly secure form is specifically designed to comply with the strict requirements of the Payment Card Industry Data Security Standard (PCI-DSS). Learn more in Gladly Help Docs.
- [General Payment FAQs](https://help.gladly.com/docs/chat-payment-faqs.md): Get answers for Frequently Asked Questions about Payments in Gladly Help Docs. Read more.
- [When does a payment request timeout?](https://help.gladly.com/docs/when-does-a-payment-request-timeout.md): Payment requests sent to a Customer could time out when one of the following are met. Read more in Gladly Help Docs.
- [Why am I getting a ‘unable to retrieve credit card information’ error?](https://help.gladly.com/docs/why-am-i-getting-a-unable-to-retrieve-credit-card-information-error.md): Sometimes, while processing payments you'll get the error "Unable to retrieve card information. Please try again." See how to fix the issue.
- [Greeting Suggestion](https://help.gladly.com/docs/greeting-suggestion.md): When you accept a message routed to you, Gladly will automatically suggest your most frequently used greeting in the Composer for the first message.
- [Composer and Text Editor Interface Overview](https://help.gladly.com/docs/composer-and-text-editor-interface-overview-1.md)
- [What is Contextual Callbacks? (For Voicemail)](https://help.gladly.com/docs/what-is-contextual-callbacks-for-voicemail.md): In an IVR experience, Contextual Callbacks are when a Customer is given the option to leave a message or voicemail then receive a call back from an Agent.
- [Get Started With AI for Agents in Gladly](https://help.gladly.com/docs/get-started-with-ai-at-gladly.md): Maximize agent efficiency and boost customer satisfaction with AI feature offerings in Gladly. Deliver personalized self-service and turn agents into superheroes.
- [Summarize Conversation With AI Summaries](https://help.gladly.com/docs/summarize-conversation-with-ai-summaries.md): Have AI quickly summarize an entire Conversation to better understand the context of a Conversation.
- [Reauthor Existing Text With Authoring](https://help.gladly.com/docs/reauthor-existing-text-with-authoring.md): Discover the possibilities of AI Authoring. Learn how AI can help you rephrase, shorten, and make your text sound friendlier or more professional.
- [Translate Inbound and Outbound Messages](https://help.gladly.com/docs/translate-inbound-and-outbound-messages.md)
- [What is Gladly (AI)](https://help.gladly.com/docs/what-is-gladly-ai.md): Gladly Sidekick is a Customer-centric AI and automation solution built to deliver radically personal self-service across all digital channels.
- [New to Gladly (AI)? Start Here](https://help.gladly.com/docs/new-to-gladly-ai-start-here.md)
- [Agent Experience for Gladly (AI)](https://help.gladly.com/docs/agent-experience-for-gladly-ai.md)
- [Email AI](https://help.gladly.com/docs/gladly-ai-on-email.md)
- [Voice AI](https://help.gladly.com/docs/gladly-ai-on-voice.md)
- [Agent Experience for Voice AI](https://help.gladly.com/docs/agent-experience-for-gladly-ai-voice.md): Experience seamless customer interactions with Sidekick Voice, featuring live transcriptions, call recordings, and easy agent transfers for enhanced support.
- [(Pre-Implementation) New to Voice AI? Start Here](https://help.gladly.com/docs/new-to-gladly-ai-voice-start-here.md): Elevate your customer support with Sidekick Voice. Learn how to implement and optimize it for success with Gladly's expert guidance.
- [Set Up Gladly Voice AI](https://help.gladly.com/docs/set-up-gladly-ai-voice.md): Configure IVR to integrate Sidekick Voice for seamless customer interactions and agent handoffs, enhancing your call management experience.
- [Deactivate/Reactivate Voice AI](https://help.gladly.com/docs/deactivate-reactivate-gladly-ai-voice.md): Learn how to activate/deactivate Sidekick Voice in the IVR.
- [Best Practices for Authoring Gladly Voice AI Guides](https://help.gladly.com/docs/best-practices-for-gladly-ai-voice-guides.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [Gladly Voice AI General FAQs](https://help.gladly.com/docs/gladly-ai-voice-general-faqs.md): FAQs for Sidekick Voice, an AI assistant that understands and responds naturally, ensuring effortless customer conversations.
- [How To Write Gladly AI Friendly Answers](https://help.gladly.com/docs/how-to-write-sidekick-ai-friendly-answers.md): Sidekick enhances communication by providing clear, human-like responses and optimizing AI content for better customer satisfaction.
- [What is Guides?](https://help.gladly.com/docs/what-is-guides-1.md)
- [Guides Interface Overview](https://help.gladly.com/docs/answer-threads-interface-overview.md): Learn about Answer Thread components. Visit Gladly Help Docs to learn more.
- [Create a Guide Name and Description](https://help.gladly.com/docs/create-a-guide-name-and-description.md)
- [Author Sections](https://help.gladly.com/docs/guide-sections.md)
- [Author Guidance](https://help.gladly.com/docs/author-guidance.md)
- [Add an Action to Guide Sections](https://help.gladly.com/docs/author-actions.md)
- [Set Up Knowledge Sources](https://help.gladly.com/docs/set-up-knowledge-sources.md)
- [Rules Overview](https://help.gladly.com/docs/author-rules.md)
- [Use Built-in Context Variables for Guides](https://help.gladly.com/docs/use-built-in-context-variables-for-guides.md)
- [Author Handoffs](https://help.gladly.com/docs/author-handoffs.md)
- [Link Guide Sections](https://help.gladly.com/docs/link-sections-within-a-guide.md)
- [Edit, Duplicate and Copy Link to Guides](https://help.gladly.com/docs/edit-guide.md)
- [Activate and Deactivate a Guide](https://help.gladly.com/docs/activate-and-deactivate-a-guide.md)
- [Add Manual Topics to a Guide or Section](https://help.gladly.com/docs/add-manual-topics-to-a-guide-or-section.md)
- [Add Topics Automatically](https://help.gladly.com/docs/set-up-automatic-topics.md)
- [Set Up A/B Testing](https://help.gladly.com/docs/set-up-a-b-testing-for-guides.md)
- [Simulator Overview](https://help.gladly.com/docs/test-gladly-agent-behavior-with-the-simulator.md)
- [Create and Run Simulator Scenarios](https://help.gladly.com/docs/create-and-run-simulator-scenarios.md)
- [Write Effective Success Criteria](https://help.gladly.com/docs/write-effective-success-criteria.md)
- [How Simulator Results Are Evaluated](https://help.gladly.com/docs/how-simulator-results-are-evaluated.md)
- [Set Up a Gladly Agent](https://help.gladly.com/docs/create-a-gladly-agent.md)
- [Connect or Disconnect Gladly Agents from an Entry Point](https://help.gladly.com/docs/connect-or-disconnect-gladly-ai-from-an-entry-point.md)
- [Configure AI Voice and Pronunciation](https://help.gladly.com/docs/configure-ai-voice-and-pronunciation-1.md): Configure voices used by Gladly AI, control pronunciation settings, and more.
- [Create a Gladly Agent with Guided Setup](https://help.gladly.com/docs/set-up-a-gladly-agent-with-the-setup-wizard.md)
- [Manage Gladly Agent Versions](https://help.gladly.com/docs/manage-gladly-agent-versions.md)
- [Set a Fallback Guide](https://help.gladly.com/docs/set-a-fallback-guide.md)
- [Set Up 'Basics'](https://help.gladly.com/docs/set-up-basics.md)
- [Set Up 'How to speak to customers'](https://help.gladly.com/docs/set-up-how-to-speak-to-customers.md)
- [Set Up 'When to get more help’](https://help.gladly.com/docs/set-up-when-to-get-more-help.md): Find out how to effectively set up 'Transfer to Agent' scenarios for Sidekick. Ensure smooth transitions to Agents when specific Contact reasons are identified.
- [Add Shopify Guide Templates](https://help.gladly.com/docs/add-shopify-guide-templates.md)
- [Track and Review Gladly AI Configuration Changes](https://help.gladly.com/docs/guide-changelog.md)
- [Gladly AI Conversations Page Overview](https://help.gladly.com/docs/gladly-ai-conversations-page-overview.md): Learn about the Contacts page within the Answer Threads UI. Visit Gladly Help Docs to learn more.
- [Review Gladly AI Performance](https://help.gladly.com/docs/review-gladly-ai-performance.md)
- [Review and Inspect AI Responses](https://help.gladly.com/docs/inspect-and-debug-ai-conversations.md)
- [Quality Checks Overview](https://help.gladly.com/docs/quality-checks-overview.md)
- [Configure Quality Checks for a Guide](https://help.gladly.com/docs/configure-quality-checks-for-a-guide.md)
- [Best Practices for Basics](https://help.gladly.com/docs/best-practices-for-configuring-basics.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [Best Practices for How to speak to customers](https://help.gladly.com/docs/best-practices-for-how-to-speak-to-customers.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [Best Practices for When to get more help](https://help.gladly.com/docs/best-practices-for-when-to-get-more-help.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [Best Practices for Accurate Guide Selection](https://help.gladly.com/docs/best-practices-for-accurate-guide-selection.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [What is Workflows?](https://help.gladly.com/docs/what-is-workflows.md)
- [Workflows Interface Overview](https://help.gladly.com/docs/workflows-interface-overview.md)
- [Workflow Steps](https://help.gladly.com/docs/workflow-steps.md)
- [Workflow Triggers](https://help.gladly.com/docs/workflows-and-guides.md)
- [Test a Workflow](https://help.gladly.com/docs/test-a-workflow.md)
- [Workflow Templates](https://help.gladly.com/docs/workflow-templates.md)
- [Workflows Best Practices](https://help.gladly.com/docs/workflows-best-practices-1.md)
- [What is Journeys?](https://help.gladly.com/docs/what-is-journeys.md)
- [Monitor Guides Performance](https://help.gladly.com/docs/journeys-for-guides.md)
- [Guides and Answers Performance Dashboard](https://help.gladly.com/docs/guides-and-answers-performance-dashboard.md): Explore how Sidekick generates Suggested Answers to enhance customer support efficiency and improve resolution rates with weekly updates.
- [Guides Performance Detail Report](https://help.gladly.com/docs/guides-performance-detail-report.md): Explore how Sidekick generates Suggested Answers to enhance customer support efficiency and improve resolution rates with weekly updates.
- [Monitor Answers Performance](https://help.gladly.com/docs/answers-performance-overview.md)
- [Add Gladly AI Suggestions to Public Answers](https://help.gladly.com/docs/add-gladly-ai-suggestions-to-public-answers.md): Explore how Sidekick generates Suggested Answers to enhance customer support efficiency and improve resolution rates with weekly updates.
- [Sidekick (Gladly AI) Answers Performance Detail Report](https://help.gladly.com/docs/answers-performance-detail-report.md): Explore how Sidekick generates Suggested Answers to enhance customer support efficiency and improve resolution rates with weekly updates.
- [Gladly Improvement Opportunities](https://help.gladly.com/docs/gladly-improvement-opportunities.md): Use the Contact Export report to get detailed information about individual Contacts. Use this information to dig into underlying data and run your own analysis.
- [How to Incorporate Gladly AI Data for Staffing](https://help.gladly.com/docs/incorporate-gladly-ai-data-for-staff-forecasting.md)
- [Sidekick (Gladly AI) Conversation Time Dashboard](https://help.gladly.com/docs/gladly-ai-conversation-time-dashboard.md)
- [Sidekick (Gladly AI) Assists by Classification Topic](https://help.gladly.com/docs/sidekick-assists-by-classification-topic-1.md): This report helps you analyze Sidekick's response automation effectiveness across different topics, helping you identify areas for improvement.
- [Sidekick (Gladly AI) Dashboard](https://help.gladly.com/docs/sidekick-dashboard-1.md): Use the Sidekick dashboard to understand how Sidekick is performing and use this information to make improvements.
- [Track Chat Interactions and Sales Attribution with Google Analytics](https://help.gladly.com/docs/track-chat-interactions-and-sales-attribution-with-google-analytics.md): Connect your Gladly Team Chat widget to Google Analytics for insights on customer interactions, tracking events to enhance your support experience.
- [Gladly AI Sessions Detail Report](https://help.gladly.com/docs/gladly-ai-sessions-detail-report.md)
- [What is Gladly AI for Helpdesks?](https://help.gladly.com/docs/what-is-gladly-ai-for-helpdesks.md)
- [Requirements for Setting Up Gladly AI with Your Helpdesk](https://help.gladly.com/docs/requirements-for-setting-up-gladly-ai-with-your-helpdesk.md)
- [Set Up the Gladly AI + Gorgias Integration](https://help.gladly.com/docs/set-up-the-gladly-ai-gorgias-integration.md)
- [Set Up the Gladly AI + Zendesk Integration](https://help.gladly.com/docs/integrate-zendesk-with-gladly-ai-1.md)
- [Common Gladly AI FAQs](https://help.gladly.com/docs/common-gladly-ai-faqs.md)
- [Assign Agent for Resolved Conversations Handled by Gladly AI](https://help.gladly.com/docs/assign-agent-for-resolved-conversations-handled-by-sidekick.md): Conversation Reopen Window is a configuration that dictates how long a previous Conversation can be reopened by a Customer after it has been closed.
- [What’s an Inbox?](https://help.gladly.com/docs/whats-an-inbox.md): Inboxes are used to assign (sometimes called "route" in other systems) Customers to the right Agent for assistance. Read more in Gladly Help Docs.
- [Sort Inbox Views](https://help.gladly.com/docs/sort-inbox-views.md): Conversations and Tasks in each Inbox are sorted in descending order, with the most recently updated Conversation or Task at the top. Learn more.
- [Create, Edit, and Deactivate Inboxes](https://help.gladly.com/docs/create-edit-and-deactivate-inboxes.md): Create and edit Inboxes based on your routing and assignment needs. Once created, you can assign Agents to Inboxes and set the Inbox SLA.
- [Add and Remove Agents From an Inbox](https://help.gladly.com/docs/add-and-remove-agents-from-an-inbox-1.md): Managing which Inboxes your Agents are assigned to is an important part of keeping your contact center running smoothly.
- [Configure Default ‘From’ Address or Phone Number for an Inbox](https://help.gladly.com/docs/configure-default-from-address-or-phone-number-for-an-inbox.md): Inboxes can be configured to have a default "From" phone number, account, or email address. Learn more in Gladly Help Docs.
- [Set and Update Inbox SLAs](https://help.gladly.com/docs/set-and-update-inbox-slas.md): SLA for an Inbox is typically configured the very first time the Inbox is created. Learn more in Gladly Help Docs.
- [What Is Routing?](https://help.gladly.com/docs/what-is-routing.md): When Customers contact you for assistance, you'd want to make sure that they are routed to the best Agent that can help them in the most efficient manner.
- [Routing Concepts](https://help.gladly.com/docs/routing-concepts.md): It's important to know the components that make up Routing to help you understand how Routing works in Gladly. Learn more.
- [How Routing Works](https://help.gladly.com/docs/how-routing-works.md): Learn how Gladly routes and prioritizes. Here, we're covering 4 topics: Units of Work, Routability, Inbox Assignment, and Agent Assignment.
- [How SLA Impacts Routing](https://help.gladly.com/docs/how-sla-impacts-routing.md): Support teams tend to think about SLAs as the time it takes to get back to a Customer. This aligns with how Gladly defines our Reporting SLA.
- [SLA Benchmarks](https://help.gladly.com/docs/sla-benchmarks.md): Learn about SLA (Service Level Agreement) Benchmarks, including Default Channel SLA, and SLA reports.
- [Routing Priority by Channel](https://help.gladly.com/docs/routing-priority-by-channel.md): Customers who reach out on real-time Channels like voice and chat expect to wait minutes — not hours — to speak with an Agent. Routing priority can help.
- [Custom Attributes for Routing and People Match](https://help.gladly.com/docs/custom-attributes-for-routing-and-people-match.md): Maximize customer service efficiency with custom attributes for routing and People Match. Learn how to utilize personalized data fields for enhanced assistance.
- [Why is a Conversation reassigning to a different Inbox when sending an outbound message?](https://help.gladly.com/docs/why-is-a-conversation-reassigning-to-a-different-inbox-when-sending-an-outbound-message.md): Conversation may get reassigned to a different Inbox based on the "From" address used.
- [Are Notes routable?](https://help.gladly.com/docs/are-notes-routable.md): Conversations, where a Note appears as the last item in Conversation Timeline, are not routable. This is because Notes are not considered routable items.
- [Can we limit the number of emails Agents can receive?](https://help.gladly.com/docs/can-we-limit-the-number-of-emails-agents-can-receive.md): Capacity settings only apply to the Messaging Channel. As for email, Agents can receive as many emails they want by clicking Next.
- [How do we prioritize routing new Conversations first before Conversations that are due/overdue?](https://help.gladly.com/docs/how-do-we-prioritize-routing-new-conversations-first-before-conversations-that-are-dueoverdue.md): By default, Gladly will route the oldest Conversations first (by due date) before any new Conversations unless the old Conversations were marked as No Reply Needed.
- [What does ‘because of conversation reassignment’ mean in the Conversation Timeline?](https://help.gladly.com/docs/what-does-because-of-conversation-reassignment-mean-in-the-conversation-timeline.md): This could mean a sort of reassignment Rule was triggered, or the system automatically routed a Conversation to another Agent due to their Availability status.
- [Why do I see multiple routing events called “Agent browser telephony connection failed?”](https://help.gladly.com/docs/browser-connection-failed.md): A bad webrtc state typically causes this error which could also prevent Agents from receiving incoming calls. Read more in Gladly Help Docs.
- [How do we block disruptive Customers from routing to Agents?](https://help.gladly.com/docs/how-do-we-block-disruptive-customers-from-routing-to-agents.md): Learn the techniques to block disruptive customers on different channels like email, SMS, chat, and phone, maintaining a positive environment for your business.
- [What is Mail Routing?](https://help.gladly.com/docs/what-is-mail-routing.md): Inbound Mail (email, voicemails) replies are always routed to the Agent that the Conversation is assigned to. Learn more in Gladly Help Docs.
- [Configure Email and Voicemail Routing Settings](https://help.gladly.com/docs/configure-email-and-voicemail-routing-settings.md): Administrators can configure how inbound Mail is routed: assign mail to same agent if a conversation is open and route to the same agent after replying.
- [Configure Chat Session (Abandon) Settings](https://help.gladly.com/docs/configure-chat-session-settings.md): Learn how to manage abandoned chat sessions, allowing Agents to regain concurrency slots and improve service efficiency.
- [Configure Messaging Routing Settings](https://help.gladly.com/docs/configure-messaging-routing-settings.md): With Routing Settings, Administrators can fine-tune how many Messaging Customers an Agent should handle at a time in Gladly. Learn more.
- [Configure Voice Routing Settings](https://help.gladly.com/docs/configure-voice-routing-settings.md): Administrators can manage the time period between calls in two ways: after call work and time to route next call after declining. Learn more in Gladly Help Docs
- [What is People Match?](https://help.gladly.com/docs/what-is-people-match.md): A patent-protected technology that enhances traditional routing with intelligence and understanding.
- [How People Match, Skills, and Rules Work Together](https://help.gladly.com/docs/how-people-match-skills-and-rules-work-together.md): Get started with People Match by learning how to associate and set up Skills and Rules. Learn more.
- [People Match Concepts](https://help.gladly.com/docs/people-match-concepts.md): Because People Match is a radically new way to route and prioritize Customers, it introduces new concepts specific to People Match. Learn more.
- [Conditions and Qualifiers for People Match](https://help.gladly.com/docs/conditions-and-qualifiers-for-people-match.md)
- [SLA and Due Dates with People Match](https://help.gladly.com/docs/sla-and-due-dates-with-people-match.md): The Due Date for a Conversation is set using the Entry Point SLAs or Inbox SLAs of the active Contact(s) in that Conversation. Learn more
- [Set Up Priority Boost Scenarios for People Match](https://help.gladly.com/docs/set-up-priority-boost-scenarios-for-people-match.md): Create scenarios that allow you to prioritize matching the right Customers — using boosts — to the next available Agent. Learn more in Gladly Help Docs.a
- [Edit Priority Boost Scenarios for People Match](https://help.gladly.com/docs/edit-priority-boost-scenarios-for-people-match.md): Learn how to edit existing Priority Boost scenarios if you need to update its criteria and boost size options.
- [Archive/Deactivate, and Unarchive Priority Boost Scenarios](https://help.gladly.com/docs/archivedeactivate-and-unarchive-priority-boost-scenarios.md): Learn how to archive/deactivate, and unarchive Priority Boost Scenarios as your prioritization needs evolve while using Gladly.
- [Monitor People Match Performance](https://help.gladly.com/docs/monitor-people-match-performance.md): There are a couple of ways to monitor how People Match is performing and keep track of how Customers are being matched. Learn more in Gladly Help Docs.
- [Time-Based Priority Boosts (Wait Time and Due Date)](https://help.gladly.com/docs/time-based-priority-boosts-wait-time-and-due-date.md): People Match — using Priority Boosts — allows Customers to be routed to the next available Agent based on the urgency of their request.
- [Design Boosts That Don't Block Task Routing](https://help.gladly.com/docs/design-boosts-that-dont-block-task-routing.md): Optimize your Priority Boost rules to ensure timely Task routing.
- [Does People Match work with Voice and Tasks?](https://help.gladly.com/docs/does-people-match-work-with-voice-and-tasks.md)
- [Will People Match affect an Agent’s ‘Availability’ status?](https://help.gladly.com/docs/will-people-match-affect-an-agents-availability-status.md): Using People Match is a powerful feature in Gladly. See how using People Match works in tandem with your Agents’ stated Availability status.
- [How does People Match affect Dedicated Hero?](https://help.gladly.com/docs/how-does-people-match-affect-dedicated-hero.md): Customers with an assigned Dedicated Hero are primarily routed to their Dedicated Hero first. Learn more in Gladly Help Docs.
- [Why can’t I click ‘Enable Changes’?](https://help.gladly.com/docs/why-cant-i-click-enable-changes.md): Enable Changes is not clickable if there are no changes detected. You'll know if there's a recent change made if the Notes column shows "Changes made."
- [Why aren’t my boosts being applied?](https://help.gladly.com/docs/why-arent-my-boosts-being-applied.md): Make sure that the boosts you added or edited have been enabled. You'll know if recent changes weren't applied if it says "Change made" in the Notes column
- [Why are Tasks not routing?](https://help.gladly.com/docs/why-are-tasks-not-routing.md): Troubleshoot why Tasks are not routing whenever boosts are applied.
- [What is Skills?](https://help.gladly.com/docs/what-is-skills.md): Skills is a feature that allows Agents to be assigned specific skillsets to elevate the chances of Customers getting matched with Agents with particular skills.
- [Prepare to Use Skills](https://help.gladly.com/docs/prepare-to-use-skills.md)
- [Create Skills](https://help.gladly.com/docs/create-skills.md): Learn how to create and use Skills in Gladly, which are assigned to Agents to enhance boost scenarios in Gladly People Match. Learn more.
- [Edit Skills](https://help.gladly.com/docs/edit-skills.md): Learn how to edit the name of a Skill, or archive Skills you no longer use.
- [Archive and Unarchive Skills](https://help.gladly.com/docs/archive-and-unarchive-skills.md): Within Gladly's Routing system, learn how to archive and unarchive Skills used in People Match.
- [Design Your Skill Hierarchy](https://help.gladly.com/docs/design-your-skill-hierarchy.md): Learn how to start your Skill hierarchy design, with Recommendations for Language, Product Expertise, Design Services, Channel and Support.
- [What is Dedicated Hero?](https://help.gladly.com/docs/what-is-dedicated-hero.md): Once a Customer is assigned their Dedicated Heroes, they will always be routed straight to their Hero(es), regardless of Entry Point they choose to reach out to
- [How Dedicated Hero Works](https://help.gladly.com/docs/how-dedicated-hero-works.md): Dedicated Hero works by making a Hero or a team of Heroes the automatically assigned Agent when a particular Customer reaches out.
- [Rules for Dedicated Hero](https://help.gladly.com/docs/rules-for-dedicated-hero.md): Rules can be used in conjunction with Dedicated Hero or, in some cases, even override Dedicated Hero routing.
- [Prepare to Use Dedicated Hero](https://help.gladly.com/docs/prepare-to-use-dedicated-hero.md): To ensure customer success with a Dedicated Hero, it is important to prepare before beginning to use the Dedicated Hero feature.
- [Assign or Unassign a Dedicated Hero to a Customer](https://help.gladly.com/docs/assign-or-unassign-a-dedicated-hero-to-a-customer.md): You can manage the entire Dedicated Hero experience on a Customer Profile.
- [Dedicated Hero Scenarios for Agents and Managers](https://help.gladly.com/docs/dedicated-hero-scenarios-for-agents-and-managers.md): Common scenarios for Agents and Team Managers using Dedicated Hero.
- [Common Dedicated Hero FAQs](https://help.gladly.com/docs/dedicated-hero-faqs.md): Frequently asked questions for Dedicated Hero.
- [What are Channels and Entry Points?](https://help.gladly.com/docs/what-are-channels-and-entry-points.md): Channels and Entry Points are both critical pieces in allowing your Customers to reach you in their preferred communication Channels.
- [Entry Points Settings Overview](https://help.gladly.com/docs/entry-points-settings-overview.md): Learn about the Entry Points page, which allows you to configure which Inbox incoming Customer requests queue based on the Channel.
- [Difference between Channel Entry Point SLAs and Inbox SLAs](https://help.gladly.com/docs/difference-between-channel-entry-point-slas-and-inbox-slas.md): You can set SLAs on two levels in Gladly: on an Inbox level and on an Entry Point level. Learn more in Gladly Help Docs.
- [SLA Benchmarks](https://help.gladly.com/docs/sla-benchmarks-1.md): Learn about SLA (Service Level Agreement) Benchmarks, including Default Channel SLA, and SLA reports.
- [Set Up Channels and Entry Points](https://help.gladly.com/docs/set-up-channels-and-entry-points.md): Entry Points for some Channels can be added from the UI, and some can only be added by Gladly Support. Read more in Gladly Help Docs.
- [Delete Entry Points](https://help.gladly.com/docs/delete-entry-points.md): Delete Entry Point exception(s) to redirect inbound requests to the Channel's default Inbox. Learn more in Gladly Help Docs.
- [Delete Channels](https://help.gladly.com/docs/delete-channels.md): Learn how to delete Channels, Entry Points, and Entry Point within Gladly. Contact the Gladly Support Team for additional help.
- [Configure Email and Voicemail Routing Settings](https://help.gladly.com/docs/configure-email-and-voicemail-routing-settings-1.md)
- [Configure Messaging Routing Settings](https://help.gladly.com/docs/configure-messaging-routing-settings-1.md): With Routing Settings, Administrators can fine-tune how many Messaging Customers an Agent should handle at a time in Gladly. Learn more.
- [Configure Voice Routing Settings](https://help.gladly.com/docs/configure-voice-routing-settings-2.md)
- [Voice Overview](https://help.gladly.com/docs/voice-overview.md): Using Gladly Voice, Agents can take calls on Gladly via the browser, or their physical desk phones. There are two deployment options. Learn more.
- [Answer Calls on VoIP, Direct Dial, or External System](https://help.gladly.com/docs/answer-calls-on-voip-direct-dial-or-external-system.md): Overview of possible Gladly Voice setup, including VoIP, Direct Dial, or using an external phone system.
- [Voice Quality Survey](https://help.gladly.com/docs/voice-quality-survey.md): If you are receiving consistent feedback regarding call quality, we can help you with a process to diagnose and isolate the root cause of the issue.
- [Preserving Voice Quality](https://help.gladly.com/docs/preserving-voice-quality.md): The call quality between an Agent and Customer is highly dependent on the environment the call is being conducted on. Learn more.
- [Voice Control Bar Overview](https://help.gladly.com/docs/voice-control-bar-overview.md): Get to know the voice control bar to control and manage your call experience. Learn more in Gladly Help Docs.
- [Listen, Coach, or Join Phone Calls](https://help.gladly.com/docs/listen-coach-or-join-phone-calls-1.md): Learn how to listen to live phone calls, coach Agents (without the Customer hearing you), or fully join the call with the Agent and Customer.
- [Voice, Voice AI, and SMS Usage Costs](https://help.gladly.com/docs/voice-and-sms-phone-number-costs.md): Phone numbers for use with Voice and SMS can be purchased directly in Gladly. Cost to purchase and maintain phone numbers are included in telephony invoice.
- [Call Forwarding vs Porting](https://help.gladly.com/docs/call-forwarding-vs-porting.md): When you transition onto Gladly Voice, there are 2 options for your number management that you must coordinate with your provider in advance. Learn more.
- [Purchase and Configure Voice Phone Numbers](https://help.gladly.com/docs/purchase-and-configure-voice-phone-numbers.md): Learn how to purchase and configure voice phone numbers directly in Gladly.
- [Configure Voice Entry Points](https://help.gladly.com/docs/configure-voice-entry-points.md): Learn how to configure Voice Entry Points (e.g., phone numbers), as they appear on the Entry Points settings page.
- [Forward Calls Outside of Gladly (Direct Dial Setup)](https://help.gladly.com/docs/forward-calls-outside-of-gladly-direct-dial-setup.md)
- [View Caller ID Number](https://help.gladly.com/docs/view-caller-id-number.md)
- [Activate Voice Summaries](https://help.gladly.com/docs/activate-voice-summaries.md): Experience the speed and efficiency of Voice Summaries. Get text summaries of phone calls that capture key points and enhance quality assurance efforts.
- [Auto-Accept Incoming Calls](https://help.gladly.com/docs/auto-accept-incoming-calls.md): Have Gladly automatically accept incoming calls automatically. Learn more in Gladly Help Docs.
- [Activate Mobile Phone Number Identification](https://help.gladly.com/docs/activate-mobile-phone-number-identification.md): Learn how to activate mobile phone number identification so you know when customers are calling from a mobile phone number in Gladly.
- [Update Outbound Caller ID (CNAM)](https://help.gladly.com/docs/update-outbound-caller-id-cnam.md): Telephone carriers use Caller ID Name to reveal a calling party's name. CNAM can represent a person, business, or organization. Learn more.
- [Hide ‘Decline’ Option](https://help.gladly.com/docs/hide-decline-option.md): Prevent Agents from declining calls routed to them by hiding the Decline option from the notification banner.
- [After Call Work](https://help.gladly.com/docs/after-call-work.md): The length of time from hanging up to accepting a new call can be adjusted using the After Call Work (in sec) settings in Gladly. Learn more.
- [Time to route next call after declining](https://help.gladly.com/docs/time-to-route-next-call-after-declining.md): If an Agent declines a call that is routed to them, you can configure the length of time before another call is routed to the same Agent. Learn more.
- [Activate Call Recordings](https://help.gladly.com/docs/configure-call-recordings.md): Any calls made via Gladly are recorded on a Customer’s Timeline for reference. Learn more about call recordings in Gladly Help Docs.
- [Call Routing Timeout Settings](https://help.gladly.com/docs/call-routing-timeout-settings.md): Call routing timeout settings are instrumental in determining when Agents receive calls, how long calls are offered to Agents, and more.
- [How long does it take for a call recording to be available for playback?](https://help.gladly.com/docs/how-long-does-it-take-for-a-call-recording-to-be-available-for-playback.md): In most cases, call recording playback is available as soon as the call ends and the recording stops. Learn more in Gladly Help Docs.
- [What happens when a Customer abandons a call?](https://help.gladly.com/docs/what-happens-when-a-customer-abandons-a-call.md): A Customer can abandon a call in one of two ways: while interacting with the IVR, waiting in the queue for an Agent after interacting with the IVR. Learn more.
- [Why are abandoned calls from the same number creating a new Customer Profile?](https://help.gladly.com/docs/why-are-abandoned-calls-from-the-same-number-creating-a-new-customer-profile.md): All abandoned calls from the same number create a new Customer Profile if they are an unknown Customer in Gladly.
- [Why are we seeing customers not answer our outbound calls?](https://help.gladly.com/docs/customers-not-answering-outbound-calls.md): Learn why your calls are marked as "Spam Risk" and how to fix it with Branded Calling, Free Caller Registry, and call-auth best practices.
- [Why am I receiving calls from unusual numbers?](https://help.gladly.com/docs/why-am-i-receiving-calls-from-unusual-numbers.md): Usually when Agents receive phone calls from unusual numbers, it is because Customers are calling using a VoIP service.
- [Why am I seeing an unusually large number of declined calls?](https://help.gladly.com/docs/why-am-i-seeing-an-unusually-large-number-of-declined-calls.md): Incoming calls declined in less than 1.5 seconds from when the call was offered is classified as a "call error" in reports. Learn more.
- [Can I make international calls in Gladly?](https://help.gladly.com/docs/can-i-make-international-calls-in-gladly.md): From within Gladly, you are able to dial out internationally to many countries. See which countries are reachable.
- [Why can’t I call toll-free numbers?](https://help.gladly.com/docs/why-cant-i-call-toll-free-numbers.md): For Gladly VoIP Customers, you won't be able to call other toll-free numbers from Gladly if you're also calling from a toll-free number.
- [My call quality is bad. What should I do?](https://help.gladly.com/docs/my-call-quality-is-bad-what-should-i-do.md): Learn what contributes to poor call quality, like connectivity issues while working from home, and how to flag poor call quality in Gladly.
- [My headphones/microphone is not working. What should I do?](https://help.gladly.com/docs/my-headphonesmicrophone-is-not-working-what-should-i-do.md): If you suspect that your headphones or microphone is not working, use the troubleshooting steps listed in this article to resolve it.
- [Why can’t I accept phone calls offered to me?](https://help.gladly.com/docs/why-cant-i-accept-phone-calls-offered-to-me.md): If you're not able to accept a call that's routed to you from the notification banner, make sure you have the latest/newest version of Chrome installed.
- [Why am I unable to make outbound calls?](https://help.gladly.com/docs/why-am-i-getting-a-call-error-when-trying-to-call-a-customer.md): When using Gladly VoIP to call Customers, there are certain countries you may not be able to call based on geographic permissions for low and high-risk numbers
- [Why can’t I play a call recording?](https://help.gladly.com/docs/why-cant-i-play-a-call-recording.md): There are a few reasons why a call recording seems available but can't be played or listened to. See them here.
- [Why can’t I find a recent phone number I purchased?](https://help.gladly.com/docs/why-cant-i-find-a-recent-phone-number-i-purchased.md): Voice numbers you purchased but did not complete setting up do not appear on the Voice page. See Use an existing number to learn how to set up a phone number.
- [How long are callers waiting before they abandon their calls?](https://help.gladly.com/docs/how-long-are-callers-waiting-before-they-abandon-their-calls.md): There are a couple of ways to determine how long callers are waiting before they abandon their calls. Review suggested reports in Gladly.
- [What’s an IVR?](https://help.gladly.com/docs/whats-an-ivr.md): An IVR (Interactive Voice Response) is a telephony software that interacts with Customers through voice or DTMF (dual-tone multi-frequency) system. Learn more.
- [Benefits of Using an IVR](https://help.gladly.com/docs/benefits-of-using-an-ivr.md): Imagine being able to support your Customers 24/7, 365 days a year without needing your Agents to work 24/7. Learn how it's possible with IVR.
- [‘Initial’ IVR and ‘Queue’ IVR](https://help.gladly.com/docs/initial-ivr-and-queue-ivr.md): Customers calling you typically experience two sets of IVRs: initial IVR and queue IVR. Learn more in Gladly Help Docs.
- [What are Nodes?](https://help.gladly.com/docs/what-are-nodes.md): When a call reaches a particular node in the IVR phone tree, it can be configured to collect information, trigger actions, read data from an external source.
- [IVR Interface and Experience Overview](https://help.gladly.com/docs/ivr-interface-and-experience-overview.md): Please get to know the IVR interface and understand its features to make it easy to manage your IVRs. Learn more in Gladly Help Docs.
- [IVR Templates](https://help.gladly.com/docs/ivr-templates.md): IVR templates make it easier to build and configure your IVR without having to start from scratch. Learn more in Gladly Help Docs.
- [Configure AI Voice and Pronunciation](https://help.gladly.com/docs/configure-ai-voice-and-pronunciation.md): Configure voices used by Gladly AI, control pronunciation settings, and more.
- [Create an IVR](https://help.gladly.com/docs/create-an-ivr.md): In Gladly, you can create a new IVR from scratch, start with a template like the Basic IVR, modify an existing IVR, and add/remove nodes.
- [Voice Phone Number Settings](https://help.gladly.com/docs/voice-phone-number-settings.md)
- [Edit, Restore, Archive, and Duplicate an IVR](https://help.gladly.com/docs/edit-restore-archive-and-duplicate-an-ivr.md): You can edit, restore, archive, and even clone an IVR. This gives full control over the IVR experience to make updates as your need change.
- [Add, Remove, Unlink Nodes in Existing IVR](https://help.gladly.com/docs/add-remove-unlink-nodes-in-existing-ivr.md): Learn how to add and delete nodes as needed from an existing IVR within Gladly. See more in Gladly Help docs.
- [Test IVR Updates](https://help.gladly.com/docs/test-ivr-updates.md): You can run a simulation of the IVR experience by having the system call you and interact with the IVR you built or updated. Learn more in Gladly Help Docs.
- [Check for Node Errors](https://help.gladly.com/docs/check-for-node-errors.md): IVR changes or updates can't be published if any node in the IVR tree is missing a required field. See how to check for Node errors in Gladly.
- [Check 'Active' and 'Inactive' IVRs](https://help.gladly.com/docs/check-active-and-inactive-ivrs.md): Detailed instruction on how to check 'active' and 'inactive' IVRs in Gladly. Learn more in Gladly Help Docs.
- [Configure the Basic IVR](https://help.gladly.com/docs/configure-the-basic-ivr.md): Basic IVR is an out-of-the-box, pre-configured IVR template designed to help quickly start receiving calls from Customers with minimal customizations required.
- [What are ‘Data Dips’?](https://help.gladly.com/docs/what-are-data-dips.md): Data Dips allow you to pull the Customer information and different types of data directly from the IVR. Learn more in Gladly Help Docs.
- [IVR Queue Music and Recording Options](https://help.gladly.com/docs/ivr-queue-music-and-recording-options.md): It is important to reassure your Customers that you haven’t forgotten about them. You should provide this reassurance every 30 seconds or so. Learn more.
- [Listen To and Replace Node Recordings](https://help.gladly.com/docs/listen-to-and-replace-node-recordings.md): You can add, listen to, and update recordings that play when a call passes through a Menu or Message node. Learn more in Gladly Help Docs.
- [Change ‘Hold’ or ‘Queue’ Music](https://help.gladly.com/docs/change-hold-or-queue-music.md): "Hold" music is what Customers hear when placed on "hold" by Agents during a phone call. Hold music is configured through the phone number assigned for an IVR.
- [IVR Setup and Management Walkthrough](https://help.gladly.com/docs/ivr-setup-and-management-walkthrough.md): Watch the "IVR Back to Basics" video to understand how to manage IVR systems, offering insights for both beginners and experienced users.
- [Transfer Customers From Your IVR to SMS](https://help.gladly.com/docs/transfer-customers-from-your-ivr-to-sms.md): Learn how to transfer Customers from your IVR to SMS in this Best Practices guide.
- [IVR Best Practices](https://help.gladly.com/docs/ivr-best-practices-1.md): When designing your Customer experience, we highly recommend using the IVR best practices described in Gladly Help Docs. Learn more.
- [How do I change the name of an IVR?](https://help.gladly.com/docs/how-do-i-change-the-name-of-an-ivr.md): You should use a name that allows you to identify what and how a particular IVR is being used. This will make it easier to configure related settings.
- [How do I know where my IVR starts?](https://help.gladly.com/docs/how-do-i-know-where-my-ivr-starts.md): From the IVR configuration page, the Start pill signifies where a call enters your IVR. Learn more in Gladly Help Docs.
- [Why is my IVR showing ‘unpublished?’](https://help.gladly.com/docs/why-is-my-ivr-showing-unpublished.md): Any time a change is made to an IVR (i.e., name change, new recording, a new node, etc.), an "unpublished" version is created to capture your changes.
- [How do I add a DTMF or voice input option in the Menu node?](https://help.gladly.com/docs/how-do-i-add-a-dtmf-or-voice-input-option-in-the-menu-node.md): The Menu node can give callers the option to press or say a selection to route them to another node with additional options or be routed to an Inbox.
- [Why is the ‘Publish’ option grayed out?](https://help.gladly.com/docs/why-is-the-publish-option-grayed-out.md): The Publish option may not be clickable or is grayed out because: there are no new changes detected in the IVR, there is an error detected in the IVR.
- [Who last updated and published the IVR?](https://help.gladly.com/docs/who-last-updated-and-published-the-ivr.md): From the IVR page, use the Published by column to see who last published an IVR update. Learn more in Glaldy Help Docs.
- [How do I make an IVR inactive?](https://help.gladly.com/docs/how-do-i-make-an-ivr-inactive.md): IVRs not linked to any phone number are deemed inactive and can be archived.
- [How do I close our phones?](https://help.gladly.com/docs/how-do-i-close-our-phones.md): Learn how to close your phones through the Temporary Split node.
- [How do I block certain numbers from calling?](https://help.gladly.com/docs/how-do-i-block-certain-numbers-from-calling.md): You may want to block certain numbers from calling if the number has been identified as spam or if you have disruptive Customers. Learn more in Gladly Help Docs
- [How do I add SMS support in our IVR?](https://help.gladly.com/docs/how-do-i-add-sms-support-in-our-ivr.md): Give callers the option to receive support through SMS/text instead of waiting for an Agent on the phone. Learn how in this guide.
- [How do I set up our holiday or business hours?](https://help.gladly.com/docs/how-do-i-set-up-our-holiday-or-business-hours.md): Use the Schedule node to maintain your holiday or operating hours. Learn more in Gladly Help Docs.
- [How do I forward calls in the IVR?](https://help.gladly.com/docs/how-do-i-forward-calls-in-the-ivr.md): You can forward calls in the IVR using the Forward node. Do this if you need to send the caller to a different number outside of your own IVR.
- [Email Setup Overview](https://help.gladly.com/docs/email-setup-overview.md): Before you start managing emails in Gladly, it's helpful to have a basic understanding of how email works. Learn the basic setup steps for Email.
- [Email Configuration Requirements](https://help.gladly.com/docs/email-configuration-requirements.md): Configuring Gladly to send and receive emails is a core product capability and is one of the primary Channels consumers use to receive or ask for help.
- [Set ‘Reply-To` Email Address](https://help.gladly.com/docs/set-reply-to-email-address.md): Learn how to set up a reply-to address in Gladly, which ensures that responses to your outbound emails are routed to the correct email address.
- [Add Email Address](https://help.gladly.com/docs/add-email-address.md): Add email addresses associated with domains that you'd like to use to send and receive emails from Gladly. Learn more.
- [Configure Email Entry Points](https://help.gladly.com/docs/configure-email-entry-points.md): Edit the email Entry Point settings to change the Entry Point's Name (as an internal reference), the Inbox emails are sent to, or the SLA for each Entry Point.
- [Add Email Domain](https://help.gladly.com/docs/add-email-domain.md): Add domains that will be used to send and receive Customer emails from Gladly. Read more in Gladly Help Docs.
- [Edit Email Sender Name](https://help.gladly.com/docs/edit-email-sender-name.md): Sender Name also known as a "friendly name," it's a name that your email recipients see. Learn more how to edit it in Gladly Help Docs.
- [Find SPF and DKIM TXT Values](https://help.gladly.com/docs/find-spf-and-dkim-txt-values.md): The SPF and DKIM values appear as part of setting up a new domain in Gladly. Learn more.
- [Delete Email Address](https://help.gladly.com/docs/delete-email-address.md): Learn how to handle Contact email addreseses you're no longer using and would like removed from Gladly.
- [Configure Remailer](https://help.gladly.com/docs/configure-remailer.md): Learn how to configure Remailer, which allows multiple email addresses to appear like they are coming from the same address.
- [Chat Overview](https://help.gladly.com/docs/chat-using-glad-app.md)
- [Add and Configure Chat Entry Points](https://help.gladly.com/docs/add-and-configure-chat-entry-points.md): You must configure Sidekick first in order to set up the Channel Entry Point for chat. Learn more in Gladly Help Docs.
- [24/7 Chat Support With Chat](https://help.gladly.com/docs/247-chat-support-with-chat-1.md)
- [Chat Events for Analytics Tools](https://help.gladly.com/docs/chat-events-for-analytics-tools-1.md): Glad App is primarily designed to give you control over how it looks and behaves. Visit Gladly Help Docs to learn more.
- [Set Up and Configure Facebook Messenger](https://help.gladly.com/docs/set-up-and-configure-facebook-messenger.md): The first step in connecting with Customers over Facebook Messenger is to connect your company Facebook account to Gladly. Learn more in Gladly Help Docs.
- [Disconnect Facebook Messenger](https://help.gladly.com/docs/disconnect-facebook-messenger.md): Disconnect Facebook Messenger if you no longer wish to receive Facebook Messages in Gladly.
- [Why did Facebook get disconnected from Gladly?](https://help.gladly.com/docs/why-did-facebook-get-disconnected-from-gladly.md): On rare occasions, Facebook could automatically disconnect from Gladly and require re-authentication. See the most common reasons why it occurs.
- [Set Up and Configure Instagram Messaging (DMs) and Comments](https://help.gladly.com/docs/set-up-and-configure-instagram-messaging.md): Learn how to set up Instagram Messaging Instagram messages and Stories into Conversations in Gladly Help Docs.
- [Disconnect Instagram Messaging](https://help.gladly.com/docs/disconnect-instagram-messaging.md): Disconnect Instagram Messaging if you no longer wish to receive Instagram Messages in Gladly.
- [Instagram Messaging Conversation Settings](https://help.gladly.com/docs/instagram-messaging-conversation-settings.md): Learn how to set and update your Instagram Messaging Conversation settings in this step-by-step guide.
- [Instagram Best Practices](https://help.gladly.com/docs/instagram-best-practices.md): Check out Help Docs and learn about Instagram best practices: set SLAs and Inbox for Direct Messages and Stories, Route Stories and Messages to Inbox, etc
- [Can I send an Instagram message to a Customer?](https://help.gladly.com/docs/can-i-send-an-instagram-message-to-a-customer.md): At this time, Instagram does not allow messages to be initiated through Gladly. You can only respond to messages when a Customer reaches out.
- [Will tagged reposts create a new Conversation?](https://help.gladly.com/docs/will-tagged-reposts-create-a-new-conversation.md): When a Customer @mentions your company on a Story, but their friend reposts the same story, this repost won't trigger a new Conversation. Learn more.
- [Types of SMS Numbers](https://help.gladly.com/docs/types-of-sms-numbers.md): You must consider the type of SMS number you want to use if you choose to implement SMS. Each type will have its own set of usability rules and caveats.
- [Messaging Protocols (SMS/MMS)](https://help.gladly.com/docs/messaging-protocols-smsmms.md): Gladly’s SMS offering allows Customers to communicate with you via text. Learn about two options under SMS in Gladly Help Docs.
- [SMS and MMS Send Status](https://help.gladly.com/docs/sms-and-mms-send-status-1.md): Quickly understand the status of SMS or MMS messages to customers.
- [Activate or Deactivate Automation Services for SMS](https://help.gladly.com/docs/activate-or-deactivate-automation-services-for-sms.md): Learn how to use automation API to enable SMS communications with Sidekick and other 3rd party services.
- [Purchase and Configure SMS Phone Numbers](https://help.gladly.com/docs/purchase-and-configure-sms-phone-numbers.md)
- [Configure SMS Entry Points](https://help.gladly.com/docs/configure-sms-entry-points.md): Once the Entry Point is added in Gladly, you can manage them going forward through the Channel Settings page. Learn more in Gladly Help Docs.
- [SMS Compliance Requirements](https://help.gladly.com/docs/sms-compliance-requirements.md): Before you start using SMS in Gladly, it's important that you understand and comply with SMS industry guidelines
- [SMS Consent and Compliance Guidelines](https://help.gladly.com/docs/sms-consent-and-compliance-guidelines.md): Several errors may be caused by not meeting messaging policy requirements related to SMS compliance. See them all here.
- [Retrieve SMS Opt-Out Record](https://help.gladly.com/docs/retrieve-sms-opt-out-record.md): Learn ways to retrieve SMS opt-out records in Gladly.
- [Opt-Out of SMS Messages](https://help.gladly.com/docs/opt-out-of-sms-messages.md): Opt-out of SMS by replying with Stop, Unsubscribe, or Cancel. Learn how to manage SMS communications and re-subscribe with Gladly.
- [Opt-In To Receive SMS](https://help.gladly.com/docs/opt-in-to-receive-sms.md): Learn how Customers provide permission to receive SMS communications.
- [SMS Operational Tips](https://help.gladly.com/docs/sms-operational-tips.md): Learn best practices for SMS operations, like how to chose the correct type of number, ensure compliance, set expectations for office hours, and more.
- [A2P 10DLC Registration Error](https://help.gladly.com/docs/a2p-10dlc-registration-error.md): Understand why sending of SMS/MMS may fail from phone numbers not registered for A2P 10DLC. Visit Gladly Help Docs to learn more.
- [Toll-Free Number Verification and A2P 10DLC Registration Process](https://help.gladly.com/docs/toll-free-number-verification-and-a2p-10dlc-registration-process.md): Read about the industry-wide threshold limits that Twilio will apply for messaging sent over unverified Toll-Free numbers.
- [Rules Library for SMS](https://help.gladly.com/docs/rules-library-for-sms.md): Use Rules to automatically reply to or route incoming SMS messages to inboxes or spam folders in Gladly. Learn more.
- [Tag a Phone Number as SMS](https://help.gladly.com/docs/tag-a-phone-number-as-sms-1.md): Customers must have a phone number tagged as SMS and Mobile in their Customer Profile in order to send and receive SMSes. Learn more.
- [SMS and MMS Send Status](https://help.gladly.com/docs/sms-and-mms-send-status-2.md): Quickly understand the status of SMS or MMS messages to customers.
- [Transfer Customers From Your IVR to SMS](https://help.gladly.com/docs/transfer-customers-from-your-ivr-to-sms-1.md): Learn how to transfer Customers from your IVR to SMS in this Best Practices guide.
- [Why are SMSes showing a ‘Delivery Failed’ or 'Unknown error occurred'?](https://help.gladly.com/docs/why-are-smses-showing-a-delivery-failed-error.md): Check to see if the Customer opted out of text/SMS messages. This is the most common reason why SMSes suddenly fail to send. Check out other reasons in Help Docs
- [What does ‘We detected the contents of this message may violate carrier acceptable use policies’ when sending a text mean?](https://help.gladly.com/docs/what-does-we-detected-the-contents-of-this-message-may-violate-carrier-acceptable-use-policies-when-sending-a-text-mean.md): If you see the error, "Your message was flagged as objectionable by the carrier," it means the carrier thinks the message sent is spam. Learn more.
- [Why is there no SMS option to send a text message?](https://help.gladly.com/docs/why-is-there-no-sms-option-to-send-a-text-message.md): To send an SMS to a Customer, you must have the phone number in their Profile tagged as SMS and Mobile. Learn more in Gladly Help Docs.
- [Why can’t I find a recent SMS number I purchased?](https://help.gladly.com/docs/why-cant-i-find-a-recent-sms-number-i-purchased.md): SMS phone numbers you purchased but did not complete setting up doesn't appear on the SMS settings page. See Use an existing SMS number to find the number.
- [Set Up and Configure WhatsApp](https://help.gladly.com/docs/set-up-and-configure-whatsapp.md): WhatsApp can be configured as an entry point in Gladly. Contact Gladly Support if you'd like to add WhatsApp as a Channel.
- [Disconnect WhatsApp](https://help.gladly.com/docs/disconnect-whatsapp.md): Disconnect phone numbers connected with WhatsApp in Gladly. Find out how to remove WhatsApp accounts and stop receiving messages from these numbers.
- [Allow Agents to Accept/Decline Inbound Messages](https://help.gladly.com/docs/allow-agents-to-acceptdecline-inbound-messages.md): You can give Agents the ability to Accept or Decline incoming messages being routed to them. Learn more in Gladly Help Docs.
- [Messaging Session Auto-End Threshold Time](https://help.gladly.com/docs/messaging-session-auto-end-threshold-time.md): By default, Messaging sessions (e.g., chats, SMSes, Facebook Messenger, etc.) auto-end (but not auto-close) if a Customer has not responded for 15 minutes.
- [Allow Preview of Incoming Messages](https://help.gladly.com/docs/allow-preview-of-incoming-messages.md): You can give Agents a preview of the incoming message from a Customer right from the notification banner. Learn more in Gladly Help Docs.
- [Delay Routing of Next Message](https://help.gladly.com/docs/delay-routing-of-next-message.md): If an Agent declines an incoming chat that is routed to them, you can configure the amount of time that needs to pass before another chat is routed to them.
- [Connect New Channels](https://help.gladly.com/docs/connect-new-channels.md): Connect multiple communication Channels in Gladly as Entry Points to enhance Customer interactions via Email, Voice, SMS, Chat, and social media.
- [What are Rules and Its Components?](https://help.gladly.com/docs/what-are-rules-and-its-components.md): Rules can help you manage and automate frequent activities by triggering a response or action when a Conversation meets just the right conditions. Read more.
- [Rules Sort Order Importance](https://help.gladly.com/docs/rules-sort-order-importance.md): Rules are executed based on a Trigger from a particular event. If an event matches a Rule Trigger, the rest of the Rule is evaluated and applied.
- [Rules Caveats and Limitations](https://help.gladly.com/docs/rules-caveats-and-limitations.md): Rules are effective in helping you ensure operational efficiency across your Gladly workflows. Learn more in Gladly Help Docs.
- [Create a Rule](https://help.gladly.com/docs/create-a-rule.md): When you're confident that you have a good understanding of Rules, you are ready to create new ones. Learn how to create Rules in Gladly.
- [Update a Rule](https://help.gladly.com/docs/update-a-rule.md): You can easily update your Rule by using 6 simple steps. Check it out in Gladly Help Docs.
- [Activate and Deactivate a Rule](https://help.gladly.com/docs/activate-and-deactivate-a-rule.md): Detailed instruction on how to activate and deactivate a rule in Gladly. Check it out in Gladly Help Docs.
- [Change Rule Sort Order](https://help.gladly.com/docs/change-rule-sort-order.md): Learn how to change the order of priority Rules execute every time Rules are evaluated.
- [Add New Custom Attributes as Conditions](https://help.gladly.com/docs/add-new-custom-attributes-as-conditions.md): Configure custom attributes to use with Rules through a Lookup Adaptor. Visit Gladly Help Docs to learn more.
- [Update Customer Lookup Timeout](https://help.gladly.com/docs/update-customer-lookup-timeout.md): Change how long Gladly should wait to retrieve custom attributes from an external system. Visit Gladly Help Docs to learn more.
- [Deactivate Custom Attribute Lookup Before Rules](https://help.gladly.com/docs/deactivate-custom-attribute-lookup-before-rules.md): Learn how to manage custom attribute lookup through a Lookup Adaptor. Visit Gladly Help Docs to learn more.
- [Find Custom Attributes](https://help.gladly.com/docs/find-custom-attributes-1.md): The Lookup Adaptor allows you to pull custom attributes from apps you have connected to Gladly or from custom Lookup Adapters you have built. For example, suppose you have Shopify connected. In that case, you could pull a custom attribute that shows a Customer's lifetime value in their Customer Profile, or if you have a custom Lookup Adaptor so you can pull your Customer member IDs to Customer Profiles.
- [Use Custom Attributes in Rules](https://help.gladly.com/docs/use-custom-attributes-in-rules.md): Use Custom Attributes as Conditions in a Rule to create Action. Learn more in Gladly Help Docs.
- [Best Practices for Building, Sorting, and Maintaining Rules](https://help.gladly.com/docs/best-practices-for-building-sorting-and-maintaining-rules.md): Master Gladly Rules with this guide on best practices for creating, organizing, and auditing to enhance customer interactions and achieve business goals.
- [Work With RegEx](https://help.gladly.com/docs/work-with-regex.md)
- [Avoid Rules Loop](https://help.gladly.com/docs/avoid-rules-loop.md): When you create a Rule, you are asking Gladly to create systematic actions that could create a domino effect that starts from one Rule, followed by another.
- [Email Message Marked As Spam](https://help.gladly.com/docs/message-marked-as-spam.md)
- [Rules To Reduce Spam](https://help.gladly.com/docs/rules-to-reduce-spam.md): Spam can affect efficiency by creating unnecessary work. These suggested Rules will reduce the number of spam messages your team receives.
- [Common Rules Library](https://help.gladly.com/docs/common-rules-library.md): Use these common examples to learn how you can use Rules to simplify your workflows and processes in Gladly.
- [Rules Library for SMS](https://help.gladly.com/docs/rules-library-for-sms-1.md): Use Rules to automatically reply to or route incoming SMS messages to inboxes or spam folders in Gladly. Learn more.
- [I accidentally selected a Condition. How do I remove it?](https://help.gladly.com/docs/i-accidentally-selected-a-condition-how-do-i-remove-it.md): To remove Condition, select the trash can icon next to the Condition. Get detailed instruction in Gladly Help Docs.
- [What is the difference between ‘No Reply Needed’ and ‘Close Conversation?’](https://help.gladly.com/docs/what-is-the-difference-between-no-reply-needed-and-close-conversation.md): You have multiple options to specify Action in a Rule for a Conversation but let's point out the difference between two seemingly similar Actions.
- [Why isn't my Rule firing?](https://help.gladly.com/docs/why-isn-t-my-rule-firing.md): Troubleshoot Rule execution issues: check activation, text-matching types, AND conditions, AI handling, and priority to ensure proper functionality.
- [Why are Conversations being routed to the wrong Inbox?](https://help.gladly.com/docs/why-are-conversations-being-routed-to-the-wrong-inbox.md)
- [Why Is my Keyword Rule matching Conversations it shouldn't?](https://help.gladly.com/docs/why-is-my-keyword-rule-matching-conversations-it-shouldn-t.md)
- [Get Acquainted With Reports](https://help.gladly.com/docs/understand-reporting-in-gladly-a-concise-guide.md)
- [Metrics Glossary](https://help.gladly.com/docs/metrics-glossary.md): Familiarize yourself with Gladly report metrics and definitions.
- [Report Concepts](https://help.gladly.com/docs/reporting-concepts.md): Reporting Concepts are a foundational element of Gladly reports. Read more in Gladly Help Docs.
- [Metrics in Detail](https://help.gladly.com/docs/metrics-in-detail.md): For metrics that require more explanation, Metrics in Detail provides dimensionality to help you understand better how each metric is used to provide data.
- [Metric Attribution](https://help.gladly.com/docs/metric-attribution.md): Metric Attribution allows you to understand how data calculation is attributed, especially when applying filters to your reports.
- [Time Anchors](https://help.gladly.com/docs/time-anchors.md): Time Anchor (also known as "fact date") is the timestamp used to determine when the value of a particular metric aggregates.
- [Datasets](https://help.gladly.com/docs/reports-datasets.md): A Dataset is a collection of data that is designed to be used together for analysis. Learn more in Gladly Help Docs.
- [Data Dictionary](https://help.gladly.com/docs/data-dictionary.md): The Data Dictionary is a reference for certain reports in the "Sunsetting" category, and eventually removed from the product. Learn more.
- [Workforce Management (WFM) Key Metrics](https://help.gladly.com/docs/workforce-management-wfm-key-metrics.md): Gladly uses the same industry-standard KPIs for Workforce Management (WFM). Learn more in Gladly Help Docs.
- [CX Performance Indicator Benchmarks](https://help.gladly.com/docs/cx-performance-indicator-benchmarks.md): Explore the CX performance benchmark KPIs for contact centers. Assess your contact center's performance against averages across other Gladly customers and uncover areas for enhancement.
- [What are ‘Out Of The Box’ (OOTB) reports?](https://help.gladly.com/docs/what-are-ootb-reports.md): Gladly's out-of-the-box reports are built into the UI and allow you to answer pointed questions based on a specific scenario. Learn more in Gladly Help Docs.
- [Generate Reports](https://help.gladly.com/docs/generate-reports.md): Gladly offers many different types of reports that will help you answer questions related to the operation of your Customer Service Center.
- [Change Report Timezone](https://help.gladly.com/docs/change-report-timezone.md): Change the time zones for how the report data is displayed.
- [Interact With OOTB Reports](https://help.gladly.com/docs/interacting-with-ootb-reports.md): Depending on the type of report you generate, you may see different kinds of graphs, and possibly a data table to help you visualize your data. Learn more.
- [Schedule Report for Automatic Delivery](https://help.gladly.com/docs/schedule-a-report.md): You can automatically receive reports in your email daily, weekly, or monthly without logging into Gladly. Learn more in Gladly Help Docs.
- [Edit and Delete Scheduled Reports](https://help.gladly.com/docs/edit-and-delete-scheduled-reports.md): Learn how to manage scheduled reports in a few simple steps.
- [Download or Export Reports (UI and API)](https://help.gladly.com/docs/export-reports.md): In addition to the reports you can view directly from Gladly, you can also export/download reports as a CSV from the UI. Learn more in Gladly Help Docs.
- [Agent Summary](https://help.gladly.com/docs/agent-summary-v2.md): The Agent Summary report gives you an overview of how Agents spend their time working in Gladly. Learn more.
- [Agent Timestamps](https://help.gladly.com/docs/agent-timestamps.md): The Agent Timestamps report can help you understand how well Agents are adhering to their schedules. Learn more in Gladly Help Docs.
- [Agent Durations](https://help.gladly.com/docs/agent-durations-v2.md): The Agent Durations report lets you see the specific times that Agents were Active or Away and for what reason. Learn more in Gladly Help Docs.
- [Agent Away Time](https://help.gladly.com/docs/agent-away-time.md): The Agent Away Time report is used to track when Agents are Away. Learn more about this report in Gladly Help Docs.
- [Agent Login Time](https://help.gladly.com/docs/agent-login-time.md): The Agent Login Time report is used to track when Agents are logged in. Use this report to see how well Agents are staying on schedule.
- [Agent Summary Glance](https://help.gladly.com/docs/agent-summary-glance.md): The Agent Summary Glance report gives you an overview of how Agents spend their time working in Gladly. Read more in Gladly Help Docs.
- [First Contact Resolution by Agent](https://help.gladly.com/docs/first-contact-resolution-by-agent-2.md): This report can help you understand how effectively your Agents are resolving incoming Customer requests on the first Contact.
- [Payments by Agent](https://help.gladly.com/docs/payments-by-agent.md): The Payments by Agent report can help you understand the aggregated value of Chat Payments requests made by Agents from Customers. Learn more.
- [Work Sessions](https://help.gladly.com/docs/work-sessions-v3.md): The Work Sessions report allows to understand how Agents are using their time. The primary use of this information is for forecasting and scheduling purposes.
- [Answer Usage](https://help.gladly.com/docs/answer-usage.md): The Answer Usage report can help understand which of your Answers are being used the most. This can help you curate and create better Answers for your Agents.
- [Answer Usage by Agent](https://help.gladly.com/docs/answer-usage-by-agent.md): The Answer Usage by Agent report can help understand which of your Agents are effectively using Answers to help your Customers. Learn more.
- [Channel Mix](https://help.gladly.com/docs/channel-mix-2.md): The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. Learn more in Help Docs.
- [Contact Export (New)](https://help.gladly.com/docs/contact-export-v3.md): Use the Contact Export report to get detailed information about individual Contacts. Use this information to dig into underlying data and run your own analysis.
- [Contact Summary (New)](https://help.gladly.com/docs/contact-summary-v2.md): Learn about the Contact Summary report, which tracks Customer Wait Time, Agent Handle Time, and more trends.
- [Contact Summary Counts](https://help.gladly.com/docs/contact-summary-counts.md): Contact Summary Counts report helps to see trends in your Contacts in a visual way. Data provided here is a subset of the data provided in the Contact Summary.
- [Contact Summary Durations](https://help.gladly.com/docs/contact-summary-durations-v2.md): The data provided in the Contact Summary Durations report is a subset of the data provided in the Contact Summary report. Learn more.
- [Contact Timestamps](https://help.gladly.com/docs/contact-timestamps.md): The Contact Timestamps gives you detailed information about what happened to Contacts, and who was involved. Learn more in Gladly Help Docs.
- [Channel Wait Time (New)](https://help.gladly.com/docs/channel-wait-time-v2.md): Learn how to use the Channel Wait Time report to see trends in your Contacts in a visual way.
- [Conversation Export with Sidekick (Gladly AI)](https://help.gladly.com/docs/conversation-export-with-sidekick.md): Conversation Export gives you detailed information about individual Conversation. Use this information to dig into underlying data and run your own analysis.
- [Conversation Summary](https://help.gladly.com/docs/conversation-summary.md): The Conversation Summary gives you an overview of Conversation activity and helps you see how Conversations are being handled overall.
- [Conversation Timestamps](https://help.gladly.com/docs/conversation-timestamps.md): The Conversation Timestamps gives you detailed information about what happened to Conversations, and who was involved. Learn more.
- [Abandoned Calls in IVR](https://help.gladly.com/docs/abandoned-calls-in-ivr.md): Improve your IVR with the Abandoned Calls in IVR report and understand where Customers are leaving your Interactive Voice System.
- [Auto-Throttle Missed Conversations](https://help.gladly.com/docs/auto-throttle-missed-conversations.md): This report can help you make staffing decisions for the Chat Channel. See Metrics and Key Concepts, Understanding the Basics of this report, and more.
- [Customer Satisfaction (CSAT)](https://help.gladly.com/docs/customer-satisfaction-csat.md): Analyze customer feedback with our report to measure satisfaction, identify trends, and enhance service quality across all survey integration partners.
- [IVR](https://help.gladly.com/docs/ivr-1.md): Companies that offer IVR will also be able to view the IVR Report, which provides insight into their IVR’s performance and which topics were trending.
- [Payments Summary](https://help.gladly.com/docs/payments-summary.md): This Payment Summary report can help you understand the aggregated value of Chat Payments requested from Customers, including the status of reach request made.
- [Proactive Voice Summary](https://help.gladly.com/docs/proactive-voice-summary.md): The Proactive Voice Summary report can help you understand the volume of outgoing calls made over a specified period of time. Learn more in Gladly Help Docs.
- [Topics](https://help.gladly.com/docs/topics-report.md): This report lets you see the top reasons why your Customers were contacting you. Learn more.
- [Task Summary](https://help.gladly.com/docs/task-summary.md): The Task Summary gives you an overview of Task activity and helps you see how Tasks are being handled overall. Learn more in Gladly Help Docs.
- [Task Export](https://help.gladly.com/docs/task-export.md): Use this report to get detailed information about individual Tasks, dig into underlying data, and run your own analysis.
- [Task Timestamps](https://help.gladly.com/docs/task-timestamps.md): The Task Timestamps gives you detailed information about what happened to Tasks. Learn more in Gladly Help Docs.
- [Chat Contact Points](https://help.gladly.com/docs/chat-contact-points.md): The Glad App Contact Points report can help you understand which of your websites/app pages where Glad App exists is creating the most incoming inquiries.
- [Auto-Throttle Changes](https://help.gladly.com/docs/auto-throttle-changes.md): The Auto Throttle Chat Log reports can show you when chat auto-throttle is turned off/on for a particular Sidekick instance, and who changed the setting.
- [Chat Display Percent Changes](https://help.gladly.com/docs/chat-display-pct-changes.md): The Chat Display % Changes report can help you understand how controlling the incoming chat volume is impacting the overall volume of incoming chat requests.
- [Quick Actions Usage](https://help.gladly.com/docs/quick-actions-usage.md): This report can help you understand how Quick Actions in Sidekick are performing in helping Customers.
- [Help Center Answer Search](https://help.gladly.com/docs/help-center-answer-search.md): Discover the power of the Help Center Answer Search report. Understand what terms your Customers are searching for and if your Answers address their queries.
- [Help Center Answer Usage](https://help.gladly.com/docs/help-center-answer-usage.md): The Help Center Answer Usage report can help you understand which Answers shown in Help Center are most frequently used by your Customers.
- [Chat Answer Search](https://help.gladly.com/docs/chat-answer-search.md): The Glad App Answer Search report can help you understand what terms your Customers are searching for and their frequency. Learn more in Gladly Help Docs.
- [Chat Answer Usage](https://help.gladly.com/docs/chat-answer-usage.md): The Glad App Answer Usage report can help you understand which Answers shown in Sidekick are most frequently used by your Customers. Learn more.
- [Reports Sunsetting Overview](https://help.gladly.com/docs/reports-sunsetting-overview.md): Reports in the Sunsetting category are scheduled to be deprecated once an enhanced replacement report is released and event data is backfilled. Learn more.
- [Contact Export](https://help.gladly.com/docs/contact-export.md): Use the Contact Export report to get detailed information about individual Contacts. Use this information to dig into underlying data and run your own analysis.
- [Contact Summary](https://help.gladly.com/docs/contact-summary.md): Learn about the Contact Summary report, which tracks Customer Wait Time, Agent Handle Time, and more trends.
- [Operational Summary](https://help.gladly.com/docs/summary.md): The Operational Summary report gives you a high-level snapshot of your contact center. Learn more.
- [Channel Wait Time](https://help.gladly.com/docs/channel-wait-time.md): Learn how to use the Channel Wait Time report to see trends in your Contacts in a visual way.
- [Active Conversation Handle Time (ACHT)](https://help.gladly.com/docs/active-conversation-handle-time.md): See how this report can help you understand how efficiently your team is in handling Customer Conversations across your Channels.
- [Active Conversation Handle Time (ACHT) by Customer](https://help.gladly.com/docs/active-conversation-handle-time-by-customer.md): See how this report report can help you see which Customers require the most time to be helped.
- [Active Conversation Handle Time (ACHT) by Topic](https://help.gladly.com/docs/active-conversation-handle-time-by-topic.md): See how this report report can help you understand which Topics are taking the most time to be handled by your Agents.
- [Agent Utilization](https://help.gladly.com/docs/agent-utilization.md): This report can help you understand how efficient you are in utilizing your Agent’s time to help your Customers.
- [Channels in Multichannel Conversations](https://help.gladly.com/docs/channels-in-multichannel-conversations.md): This report can help you understand the number of Channels utilized across Conversations.
- [Contacts by Agent by Channel](https://help.gladly.com/docs/contacts-by-agent-by-channel.md): This report can help you measure the number of Contacts your Agent can handle across your communication Channels.
- [Customers Helped by Channel](https://help.gladly.com/docs/customers-helped-by-channel.md): This report can you help you understand the Channels your Customers prefer to use if they need help.
- [Declined and Missed Calls by Agent](https://help.gladly.com/docs/declined-and-missed-calls.md): This report can help you understand the number of missed and declined calls your team is experiencing.
- [Declined and Missed Contacts by Agent](https://help.gladly.com/docs/declined-and-missed-contacts-by-agent.md): This report can help you understand the number of missed and declined incoming Contacts your team is experiencing.
- [First Contact Resolution by Agent](https://help.gladly.com/docs/first-contact-resolution-by-agent.md): This report can help you understand how effective your Agents are in resolving incoming Customer requests on the First Contact.
- [SLA Attainment by Channel](https://help.gladly.com/docs/sla-attainment.md): This report can help you understand how well your team is performing against meeting SLAs for each communication Channel for inbound requests.
- [SLA Percentile](https://help.gladly.com/docs/sla-percentile.md): The SLA Percentile report can help you understand how many of your contacts are meeting your SLA.
- [Topic Usage by Agent](https://help.gladly.com/docs/topic-usage-by-agent.md): The Topic Usage by Agent report can help you evaluate how often Agents are applying Topics to Conversations.
- [Channel Mix](https://help.gladly.com/docs/channel-mix.md): The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. Learn more in Help Docs.
- [Sidekick (Gladly AI) Assists by Classification Topic](https://help.gladly.com/docs/gladly-ai-assists-by-classification-topic.md): This report helps you analyze Sidekick's response automation effectiveness across different topics, helping you identify areas for improvement.
- [On CSV reports, why is duration in seconds format rather in decimal format?](https://help.gladly.com/docs/why-csv-reports-are-in-seconds-format-not-decimal.md)
- [Are Gladly AI reports available in OOTB Reports?](https://help.gladly.com/docs/are-sidekick-reports-available-in-ootb-reports.md)
- [Why are reports not loading?](https://help.gladly.com/docs/reports-not-loading.md): Trouble with loading reports? Learn how to fix it by enabling third-party cookies in your Chrome browser settings.
- [What is the difference between Gladly and 3rd party reporting tools?](https://help.gladly.com/docs/data-difference-between-gladly-and-3rd-party-reporting-tools.md): Learn how data is tracked between Gladly and the API, and why there could be a difference between the Gladly vs. API datasets.
- [Do the order of metric columns in reports change?](https://help.gladly.com/docs/do-the-order-of-metric-columns-in-reports-change.md): The order in which metrics appear in each column in a report may change when new metrics are added.
- [Why is my reporting data not current?](https://help.gladly.com/docs/why-is-my-reporting-data-not-current.md): You may see reports generated via the Gladly UI or API don't show the most recent data. There is a slight delay in making new data available for reports.
- [What are ‘Out Of The Box’ (OOTB) Dashboards?](https://help.gladly.com/docs/what-are-out-of-the-box-ootb-dashboards.md): Out-of-the-box (OOTB) dashboards are a collection of the most commonly used reports that provide performance glimpses and display Key Performance Indicators (KPI) metrics in Gladly. Visit Gladly Help Docs to learn more.
- [Download Dashboard in CSV or PDF Format](https://help.gladly.com/docs/download-dashboard-in-csv-or-pdf-format.md): Share dashboard data to non-gladly users using the Download feature. Visit Gladly Help Docs to learn more.
- [Daily Trends Dashboard](https://help.gladly.com/docs/daily-trends-dashboard.md): Use the Daily Trends dashboard to monitor or glance at how your contact center is doing by viewing key success and performance metrics. Visit Gladly Help Docs to learn more.
- [Coaching Dashboard](https://help.gladly.com/docs/coaching-dashboard.md): Use the Coaching Dashboard as a tool to lead performance and improvement opportunity reviews with Agents. Visit Gladly Help Docs to learn more.
- [Topics Dashboard](https://help.gladly.com/docs/topics-dashboard.md): Use the Topic Dashboard to monitor or glance at how certain Topics are affecting the performance of Conversations. Visit Gladly Help Docs to learn more.
- [Sidekick (Gladly AI) Dashboard](https://help.gladly.com/docs/gladly-ai-dashboard.md): Use the Sidekick dashboard to understand how Sidekick is performing and use this information to make improvements.
- [Sidekick (Gladly AI) Conversation Time Dashboard](https://help.gladly.com/docs/sidekick-conversation-time-dashboard-1.md)
- [What is Insight Builder?](https://help.gladly.com/docs/what-is-insight-builder.md): Learn about Insight Builder, a tool that allows you to create reports without only relying on existing out-of-the-box (OOTB) reports.
- [New to Insight Builder? Start Here](https://help.gladly.com/docs/new-to-insight-builder-start-here.md): The Gladly BI tool powered by Looker provides an extensive list of features designed to bring the level of data clarity you need to run your contact center.
- [Interact With Insight Builder](https://help.gladly.com/docs/interact-with-insight-builder.md): Get to know key concepts specific to the Insight Builder experience, along with learning more about how to use the Builder experience.
- [Create a Report With Insight Builder](https://help.gladly.com/docs/create-a-report-with-insight-builder.md): With Insight Builder, you can choose your own adventure and create reports by allowing you to mix metrics on the subject of your report.
- [View, Edit, and Delete Shared or Personal Dashboards](https://help.gladly.com/docs/view-edit-and-delete-shared-or-personal-dashboards.md): Analysts can edit a report for many reasons. This could be changing the metrics used in the report, updating formulas, changing filters, changing visualizations
- [Add Existing Report To Other Dashboards](https://help.gladly.com/docs/add-existing-report-to-other-dashboards.md): A report is typically associated with a dashboard to allow non-analyst users to access shared reports, along with other reports in the dashboard.
- [Configure Dashboard Filters for Non-Analyst Users](https://help.gladly.com/docs/configure-dashboard-filters-for-non-analyst-users.md): Give non-analyst users the ability to apply different filters to reports on a dashboard without changing the original filters applied to the report. Learn more.
- [Insight Builder Features for Non-Analysts (Team Managers and Administrators)](https://help.gladly.com/docs/insight-builder-features-for-non-analysts.md): Reports are saved in a dashboard and found under the Shared category on the reports page. Learn more in Gladly Help Docs.
- [Merge Datasets](https://help.gladly.com/docs/merge-datasets.md): Learn how to merge two different datasets by using a common metric available in each dataset through the Merge Results feature.
- [Insight Builder Recipe Library](https://help.gladly.com/docs/insight-builder-recipe-library.md): Discover the Insight Builder Recipe Library for easy report creation and customization. Learn how to build reports and dashboards with this powerful tool.
- [How do I activate Insight Builder?](https://help.gladly.com/docs/how-do-i-activate-insight-builder.md): Complete the Insight Builder Order Form to start the process of activating Insight Builder. Learn more in Gladly Help Docs.
- [How do I deactivate Insight Builder?](https://help.gladly.com/docs/how-do-i-deactivate-insight-builder.md): Contact Gladly Support or your CSM if you want to deactivate Insight Builder or wish to reduce the number of Analyst license(s) you have. Visit Gladly Help Docs to learn more.
- [Why don’t I have the ‘Create a Report’ option?](https://help.gladly.com/docs/why-dont-i-have-the-create-a-report-option.md): In Gladly, Analyst roles can access Insight Builder to create reports in Gladly, while Administrators and Team Managers can view reports them.
- [Can I retrieve reports built using Insight Builder through API?](https://help.gladly.com/docs/can-i-retrieve-reports-built-using-insight-builder-through-api.md): Reports created using Insight Builder are not retrievable in the API. Do note that out-of-the-box reports can be generated and retrieved via API.
- [Why are filter options not populating when creating a report?](https://help.gladly.com/docs/why-are-filter-options-not-populating-when-creating-a-report.md): Occasionally, filter options take a little longer to load automatically. If you see "No Suggestions Found," enter your filter value manually and you should see options load.
- [Why can’t I see anything else besides Insight Builder?](https://help.gladly.com/docs/why-cant-i-see-anything-else-besides-insight-builder.md): Users assigned the Analyst role, and only the Analyst role, will only have access to Insight Builder. Learn more in Gladly Help Docs.
- [Why are there ‘Null’ values in dashboards when using the Agent Metrics dataset and applying the ‘Channel’ filter?](https://help.gladly.com/docs/why-are-there-null-values-in-dashboards-when-using-the-agent-metrics-dataset-and-applying-the-channel-filter.md): Learn how to handle 'null' values for the 'Channel' dimension to ensure accurate analysis in your dashboards.
- [Can I convert a personal dashboard (or report) as a shared report?](https://help.gladly.com/docs/can-i-convert-a-personal-report-to-a-shared-report.md): Get step-by-step instructions on how to move reports between a Personal and Shared dashboard and vice-versa within Gladly.
- [How often are dashboards refreshed with updated data?](https://help.gladly.com/docs/dashboard-data-refresh.md): Dashboards and reports are automatically refreshed with the most recent data as the dashboard is opened. Learn more in Gladly Help Docs.
- [Can I mix different datasets in a single report?](https://help.gladly.com/docs/can-i-mix-different-datasets-in-a-single-report.md): While you can use a dashboard to collect different reports using different datasets in a single view, you can also merge data from different datasets.
- [Who can access shared dashboards?](https://help.gladly.com/docs/who-can-access-shared-dashboards.md): Team Managers and Administrators can view shared dashboards. Only Analyst roles can create reports using the Builder, edit reports, and edit dashboards.
- [Can we schedule reports built with Insight Builder?](https://help.gladly.com/docs/can-we-schedule-reports-built-with-insight-builder.md): Reports or dashboards built through Insight Builder cannot be scheduled for automatic delivery at this time. Learn more in Gladly Help Docs.
- [Why are there errors on downloaded reports?](https://help.gladly.com/docs/why-are-there-errors-on-downloaded-reports.md): If you see errors on downloaded reports like the ones listed below, this usually means your report contains more rows than is allowed.
- [What is Help Center? (Knowledge Base)](https://help.gladly.com/docs/what-is-help-center.md): Help Center is a knowledge base that provides an incredibly valuable resource to both your company and your Customers alike.
- [SEO for Help Center](https://help.gladly.com/docs/seo-for-help-center.md): Help Center and its contents (Public Answers) are optimized to improve SEO (Search Engine Optimization) ranking without requiring additional configuration.
- [Help Center Browser Requirements](https://help.gladly.com/docs/help-center-browser-requirements.md): The Help Center supports desktop and mobile web browsers. Read more about specific browser requirements in this guide.
- [Help Center ADA Compliance](https://help.gladly.com/docs/help-center-ada-compliance.md): Gladly is committed to providing accessible products and features for everyone. Help Center currently meets and is compliant with WCAG 2.1 AA standards.
- [Create and Configure a Help Center](https://help.gladly.com/docs/help-center-configuration.md): Create a Help Center to begin building your knowledge base. Each Help Center consists of Sections where you assign Public Answers to. Learn more.
- [Edit and Delete Help Center and Sections](https://help.gladly.com/docs/edit-and-delete-help-centers.md): Learn how to customize, edit and delete sections of your Gladly Help Center. See more in Gladly Help Docs.
- [Add and Remove Public Answers From a Section](https://help.gladly.com/docs/add-and-remove-public-answers-from-a-section.md): You can add or remove Public Answers that appear on each Section of your Gladly Help Center by following the instructions. Learn more.
- [What cookies does Help Center and Chat use?](https://help.gladly.com/docs/cookies-helpcenter-chat.md): ”Cookie” also known as a browser or web cookie, is made up of information that is gathered when you visit a website. Learn more.
- [What is Answers?](https://help.gladly.com/docs/what-is-answers.md): 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.
- [Answer Type Definitions](https://help.gladly.com/docs/answer-type-definitions.md): Gladly lets you create four different types of Answers so that the content and length of responses are suitable for the Channel the Customer reaches out on.
- [What are Keyword Groups?](https://help.gladly.com/docs/what-are-keyword-groups.md): With Keyword Groups, you can manage a collection of synonyms and related terms that can be associated with the contents of your Answers knowledge base.
- [Access the Answers Panel](https://help.gladly.com/docs/access-the-answers-panel.md): The Answers Panel is where you can quickly open and find the Answer that you need without leaving an active Conversation. Check out more in Gladly Help Docs.
- [Search and Insert Answers in Conversations Through Answers Panel](https://help.gladly.com/docs/search-and-insert-answers-in-conversations.md): You can find Answers to use in your Conversations (or insert them as a reply, a Note, or even a Task) right from the Answers pane. Learn more.
- [Choose Between Answer types When Viewing Answers](https://help.gladly.com/docs/choose-between-answer-types-when-viewing-answers.md): There are four Answer types that you can use, but it doesn't mean every Answer will be available for every Answer type. Learn more in Gladly Help Docs.
- [Mark Answers as Favorite](https://help.gladly.com/docs/mark-answers-as-favorite-1.md): Quickly access the Answers you use the most — regardless of the Answer type, Audience, or Language — by marking them as a favorite.
- [Create, Edit, Duplicate Answers](https://help.gladly.com/docs/create-edit-duplicate-answers.md): Create Answers that can be used across different Channels, with different Answer types, and for different Audiences. Learn more in Gladly Help Docs.
- [Format Answers Using the Editor](https://help.gladly.com/docs/format-answers-using-the-editor.md): Gladly allows for some formatting when it comes to creating your Answers so you have control over how your Answers look, both to your Agents and your Customers.
- [Create and Edit Audiences](https://help.gladly.com/docs/create-and-edit-audiences-1.md): Create and configure Audiences to expose Answers from different brands, business units, or segments for Agents to easily find and use.
- [Delete an Answer](https://help.gladly.com/docs/delete-an-answer-1.md): You can choose to delete an entire Answer in one go (i.e. delete all the Answer types within the one Answer), or just delete individual Answer types.
- [Create, Edit, and Delete Keyword Groups](https://help.gladly.com/docs/manage-answers-keyword-groups.md): Check out our instructions on how to create, edit, and delete keyword groups in Gladly. Read more in Gladly Help Docs.
- [Search Answers, Manage Variables and Placeholders](https://help.gladly.com/docs/search-answers-manage-variables-and-placeholders-1.md): Search and find Answers available in Gladly in one place. Here, you can search for Answers by language, type, or Audience. Learn more in Gladly Help Docs.
- [Add and Remove Answer Languages](https://help.gladly.com/docs/add-and-remove-answer-languages.md): You can set the languages available to use when creating Reference, Email, Messaging, or Public Answers. Learn more in Gladly Help Docs.
- [How To Write Gladly AI Friendly Answers](https://help.gladly.com/docs/how-to-write-gladly-ai-friendly-answers.md): Sidekick enhances communication by providing clear, human-like responses and optimizing AI content for better customer satisfaction.
- [Best Practices and Tips for Writing Answers](https://help.gladly.com/docs/best-practices-and-tips-for-writing-answers.md): Learn the best practices for writing Answers in Gladly. Organize your information effectively and ensure it is easily accessible to your target audience.
- [Strategy and Tips for Building Your Answers Knowledge Base](https://help.gladly.com/docs/strategy-and-tips-for-building-your-answers-knowledge-base.md): It's essential to have a well-organized Answers knowledge base so Agents can get access to Answers to frequently asked questions as quickly as possible.
- [Improve Answers Search Suggestions](https://help.gladly.com/docs/improve-answer-suggestions.md): See best practices for creating Answers to help ensure that the most relevant Answer is presented when searching the Answers knowledge base.
- [How long to Answers take to update in previews or Help Center?](https://help.gladly.com/docs/how-long-it-takes-reflect-answers-update.md): It can take ~10 minutes for newly added Answers to appear in the layout preview. Learn more in Gladly Help Docs.
- [What is the minimum character requirement to search Answers?](https://help.gladly.com/docs/what-is-the-minimum-character-requirement-to-search-answers.md)
- [Setup Agent Signature for Email](https://help.gladly.com/docs/setup-agent-signature-for-email.md)
- [Can I change the URL slug of a Public Answer in the Help Center?](https://help.gladly.com/docs/public-answer-url-slug.md): The slug of a Public Answer is tied and hard-coded to the title of the Public Answer. You'll need to edit the title of the Public Answer to update the slug.
- [What is Chat?](https://help.gladly.com/docs/what-is-chat.md): Glad App is an embeddable UI element that lives on your website and allows Customers to chat and interact with your team in real-time. Read more.
- [Chat Privacy and Security](https://help.gladly.com/docs/chat-privacy-and-security.md): Contents of chat Conversations, and any Customer information provided during the course helping your Customer, is stored in Gladly.
- [Chat Browser Support](https://help.gladly.com/docs/chat-browser-support.md): Glad App supports major browsers available to consumers. Learn more in Gladly Help Docs.
- [Agent and Customer Chat Experience With Single and Multiple Chat Widgets](https://help.gladly.com/docs/agent-and-customer-chat-experience-with-single-and-multiple-glad-apps.md): See the agent experience breakdown between having a Single Glad App vs. having Multiple Glad Apps configured.
- [Quick Actions (FAQs)](https://help.gladly.com/docs/quick-actions.md): Quick Actions is a feature that exposes four topics on the Sidekick landing page if Sidekick Type = Self-Service is set in the Sidekick configuration page.
- [Quick Reply Buttons](https://help.gladly.com/docs/quick-reply-buttons.md): Quick Reply is a Sidekick feature that allows Customers to click a button to make a selection instead of entering a string of text as a response.
- [Self-Service Handoff](https://help.gladly.com/docs/self-service-handoff.md): Self-Service Handoff is designed to remove the need for Customers to repeat their stories when reaching an Agent. Learn more in Gladly Help Docs.
- [Chat Volume Management](https://help.gladly.com/docs/chat-volume-management.md): You'll have two options to control the volume of incoming chats coming from Sidekick. Learn more in Gladly Help Docs.
- [Chat Automatic Onboarding](https://help.gladly.com/docs/chat-automatic-onboarding.md): Improve your customer chat process with automatic onboarding and authentication. Make customers feel known and provide personalized service. Visit Gladly Help Docs to learn more.
- [ADA Certification for Chat](https://help.gladly.com/docs/ada-certification-chat.md): Glad App is ADA certified, but is subject to your website's CSS, along with your own styling choices. Learn more about customizing Sidekick.
- [Style Chat](https://help.gladly.com/docs/style-chat.md): Customize the Glad App's look with CSS for a unique user experience, ensuring seamless integration with your website's branding and design elements.
- [Control Chat Volume](https://help.gladly.com/docs/control-chat-volume.md): Learn how to manage your chat volume effectively and improve customer satisfaction.
- [Configure Chat Privacy Policy Notice](https://help.gladly.com/docs/configure-chat-privacy-policy-notice.md): See how to configure your Chat Privacy Policy Notice within Gladly. This notifies Customers that by starting a chat session, they are accepting your company's privacy policy.
- [Embed a Web Form in Chat](https://help.gladly.com/docs/embed-a-web-form-in-chat.md): Embed a web form (via iframe) in Glad App employing tools like Jotform and Formstack through the Office Hours & Throttle Message text box.
- [Create and Configure Chat for Mobile (iOS/Android)](https://help.gladly.com/docs/create-and-configure-glad-app-mobile-iosandroid.md): Learn how to create a Glad App to embed in your iOS or Android mobile app, which allows app users to chat with your Agents.
- [Create and Configure Chat (Web)](https://help.gladly.com/docs/create-and-configure-chat.md): Glad App can be used on different websites or webpages where you want your Customers to access self-service content or chat feature. Learn how to configure it.
- [Chat Availability/Visibility](https://help.gladly.com/docs/glad-app-availability.md): Glad App follows display rules in which when certain conditions are met, the icon will either be hidden, show Quick Actions, or show both Quick Actions and chat
- [Start Here Before Configuring Quick Reply Buttons](https://help.gladly.com/docs/start-here-before-configuring-quick-reply-buttons.md): Plan how to best transition to using Quick Reply buttons to receive input from Customers in Sidekick. Visit Gladly Help Docs to learn more.
- [Add and Configure Quick Reply Buttons](https://help.gladly.com/docs/add-and-configure-quick-reply-buttons.md): Configure Quick Action buttons to appear on Sidekick. The order in which Quick Reply buttons are displayed to Customers depends on if Onboarding is used or not.
- [Chat Launch Checklist](https://help.gladly.com/docs/chat-launch-checklist.md)
- [Chat Configuration Tips](https://help.gladly.com/docs/chat-configuration-tips.md): Learn the best ways to maintain Glap App. Visit Gladly Help Docs to learn more.
- [Track Chat Interactions and Sales Attribution with Google Analytics](https://help.gladly.com/docs/track-chat-interactions-with-google-analytics.md): Connect your Gladly Team Chat widget to Google Analytics for insights on customer interactions, tracking events to enhance your support experience.
- [Chat Operational Tips](https://help.gladly.com/docs/chat-operational-tips.md): Follow these Glad App management tips to ensure your Customers receive the best chat service possible.
- [24/7 Chat Support](https://help.gladly.com/docs/247-chat-support.md): Learn how to set up 24/7 support for Chat on Glad App. Ensure your customers can reach out to you for assistance at any hour.
- [Chat Events for Analytics Tools](https://help.gladly.com/docs/chat-events-for-analytics-tools.md): Glad App is primarily designed to give you control over how it looks and behaves. Visit Gladly Help Docs to learn more.
- [What causes a ‘uh oh – we can’t connect’ error?](https://help.gladly.com/docs/what-causes-a-uh-oh-we-cant-connect-error.md): Understanding the 'uh oh - we can't connect' error in Glad App. Learn about the possible causes and how to troubleshoot this uncommon issue.
- [Can I delete Chat?](https://help.gladly.com/docs/can-i-delete-chat.md): Glad App cannot be deleted in the admin settings once it's created. If you need to remove Glad App from your website, delete the embedded Glad App code.
- [Is a Customer’s chat history saved in Chat?](https://help.gladly.com/docs/is-a-customers-chat-history-saved-in-chat.md): Chat history is the notion of a Customer's previous chat Conversations being available to them within Glad App.
- [What file types and size limits apply to Chat attachments?](https://help.gladly.com/docs/what-file-types-and-size-limits-apply-to-chat-attachments.md): Maximize your file upload experience on Glad App. Find out the supported file types and maximum upload size.
- [Will Chat slow down our website?](https://help.gladly.com/docs/will-chat-slow-down-our-website.md): Glad App is loaded asynchronously, this means it won’t slow down your page or prevent Customers from interacting with your website.
- [Can I capture events that Chat emits to a 3rd party analytics tool?](https://help.gladly.com/docs/chat-analytics.md): You can capture events emitted by Glad App for analysis using any 3rd party analytics tool to understand better how your Customers interact with Sidekick.
- [Can I see the device or browser used by Customers to chat in?](https://help.gladly.com/docs/sidekick-device-report.md): Through self-service handoff, Gladly exposes the URL that the Customer used to chat from, which Agents can use to gain context over the Customer's support issue
- [Why is Chat not loading in Private or Incognito mode?](https://help.gladly.com/docs/how-do-i-delay-the-loading-of-the-chat-widget-on-our-website.md): Allow Glad App Chat to load in Private mode by injecting the widget code directly in the site's HTML.
- [Why is Chat not appearing on any of our webpages?](https://help.gladly.com/docs/chat-not-appearing.md): Wondering why your Gladly Sidekick configuration isn't appearing on your website? Follow these detailed instructions to learn how to fix Glad App.
- [Do I have to re-embed the Chat code every time it’s updated?](https://help.gladly.com/docs/do-i-have-to-re-embed-the-chat-code-every-time-its-updated.md): If you make additional changes to your Glad App configuration you don't need to re-embed the code on your website. Your changes will automatically apply
- [How do I make changes to Chat?](https://help.gladly.com/docs/how-do-i-make-changes-to-chat.md): Administrators can change the configuration, style, and text of the Glad App. See Create and Configure Glad App for information on how to edit Glad App.
- [How do we hide Chat durning non-business hours?](https://help.gladly.com/docs/hide-chat-when-closed.md): Since your team might not work 24 hours a day, Administrators can configure Glad App to only show up on your website during your office.
- [When does chat automatically end if the Customer stops responding?](https://help.gladly.com/docs/when-does-chat-automatically-end-if-the-customer-stops-responding.md): Chat Conversations can auto-end (but not auto close) if the Customer stops responding to your chat messages. The default setting is 15 minutes,
- [Why is the Chat icon missing through the preview feature?](https://help.gladly.com/docs/why-is-the-glad-chat-missing-through-the-preview-feature.md): The Glad App preview feature won't work if chat is actively being throttled or controlled. Visit Gladly Help Docs to learn more.
- [Settings Overview](https://help.gladly.com/docs/settings-overview-1.md): The Settings page contains options to access and manage Gladly settings. Learn more in Gladly Help Docs.
- [What are ‘Away’ and ‘Active’ Agent Status?](https://help.gladly.com/docs/what-are-away-and-active-agent-status.md): Agent Status is a setting that allows Administrators to help Agents manage their Active or Away status while working in Gladly.
- [Prepare to Use Active Status](https://help.gladly.com/docs/getting-started-with-active-agent-status.md): You should do some preparation before you start using Active status. We recommend you complete two main activities. Learn more.
- [How Idle Timing Affects Agent Status](https://help.gladly.com/docs/idle-timing-agent-status.md): Idle Timing setting will be followed regardless of the chosen Active status. Learn more in Gladly Help Docs.
- [Reports Used for Agent Status](https://help.gladly.com/docs/reports-used-for-agent-status.md): You can look into how Active and Away statuses are used by Agents, including the duration of time spent within each status. Learn more.
- [Create ‘Active’ Agent Status](https://help.gladly.com/docs/create-active-agent-status.md): Create Active statuses that Agents can use to track activities they partake in throughout the course of their day. Learn more.
- [Create 'Away' Agent Status](https://help.gladly.com/docs/create-away-agent-status.md): Create Away statuses that Agents can use when they need to step Away from their computer. Learn more in Gladly Help Docs.
- [Edit Name of ‘Active’ and ‘Away’ Agent Statuses](https://help.gladly.com/docs/edit-agent-status.md): Learn how to edit the name of an Active or Away status for an Agent in Gladly. See more in Gladly Help Docs.
- [Change Default ‘Active’ Status](https://help.gladly.com/docs/change-default-active-status.md): Learn how to change the Default Agent Status in Gladly to keep your internal team up-to-date on support staffing and Availability.
- [Archive 'Away' and 'Active' Agent Status](https://help.gladly.com/docs/archive-agent-status.md): You can archive (but not delete) Active or Away statuses you are no longer using. Learn more in Gladly Help Docs.
- [How many ‘Active’ statuses can we add?](https://help.gladly.com/docs/how-many-active-statuses-can-we-add.md): You can add as much as you need but add statuses judiciously. Keep in mind that Agents will need to scan/scroll through a long list to select the needed status.
- [Do Agents need to update their Availability if they change their Active status?](https://help.gladly.com/docs/do-agents-need-to-update-their-availability-if-they-change-their-active-status.md): Yes, especially if an Active status is related to helping Customers through different Channels. Learn more in Gladly Help Docs.
- [Do we need to use the ‘Active’ Agent status feature?](https://help.gladly.com/docs/requirement-to-use-active-status.md): No. If you choose not to implement Active status for your team, "Work" will remain the default Active status and there's no additional action required. Your Agents should continue to use the Away status like they normally would.
- [Why can’t I change an Active Status ‘Type?’](https://help.gladly.com/docs/i-cant-change-active-status-type.md): The Type section when editing an existing Agent (Away or Active) Status is grayed out because you can't change the Agent Status type once it's created.
- [Manage Agent Idle Timing](https://help.gladly.com/docs/manage-agent-idle-timing.md): Agents will need to select an Away Reason when they need to step Away from helping Customers. This could be for training, a lunch hour, or just a quick break.
- [What is Business Hours?](https://help.gladly.com/docs/what-is-business-hours.md): Business Hours is a setting that allows you to specify your operating hours so you can automate certain actions — through Rules — in Gladly.
- [Prepare to Use Business Hours](https://help.gladly.com/docs/prepare-to-use-business-hours.md): It would help if you did some preparation before you start using Business Hours. We recommend you do the following first. Learn more.
- [Create Business Hours](https://help.gladly.com/docs/create-business-hours.md): Create and configure your operating hours to help set expectations with Customers on when they can expect a response when they contact you.
- [Edit, Duplicate, and Delete Business Hours](https://help.gladly.com/docs/edit-clone-and-delete-business-hours.md): Learn more how to edit, clone, and delete business hours in Gladly. Read more.
- [Check Where Business Hours are Used](https://help.gladly.com/docs/where-business-hours-are-used.md): Like many businesses, it's normal to have different operating hours throughout the year, which means you can also have multiple Business Hours configured.
- [Are we required to configure Business Hours?](https://help.gladly.com/docs/are-we-required-to-configure-business-hours.md): No, but we recommend you set them up along with either email or Messaging Answers. It will allow you to automate responses during non-operating hours.
- [What Is SLA Business Hours?](https://help.gladly.com/docs/what-is-sla-business-hours.md): Get to know the reasons to configure SLA Business Hours for enhanced reporting.
- [Reports to Track SLA Business Hours](https://help.gladly.com/docs/reports-to-track-sla-business-hours.md): Track and monitor the performance of your contact center based on your operating hours
- [Configure SLA Business Hours](https://help.gladly.com/docs/configure-sla-business-hours.md): Learn how to configure SLA business hours in your contact center.
- [Edit SLA Business Hours](https://help.gladly.com/docs/edit-sla-business-hours.md): Learn how to edit SLA Business Hours and customize operating hours for assessing SLA performance.
- [What happens to reports if we update our primary operating hours?](https://help.gladly.com/docs/what-happens-to-reports-if-we-update-our-primary-operating-hours.md): Learn what happens to reports when you update your primary operating hours.
- [Do we have to set up SLA Business Hours?](https://help.gladly.com/docs/do-we-have-to-set-up-sla-business-hours.md): It's not required to configure SLA Business Hours.
- [Assign Agent for Resolved Conversations Handled by Gladly AI](https://help.gladly.com/docs/assign-an-agent-for-resolved-conversations-handled-by-gladly-ai.md): Conversation Reopen Window is a configuration that dictates how long a previous Conversation can be reopened by a Customer after it has been closed.
- [Configure Email and Voicemail Routing Settings](https://help.gladly.com/docs/configure-mail-routing-settings.md): Administrators can configure how inbound Mail is routed: assign mail to same agent if a conversation is open and route to the same agent after replying.
- [Configure Conversation Reopen Window](https://help.gladly.com/docs/configure-conversation-reopen-window.md): Conversation Reopen Window is a configuration that dictates how long a previous Conversation can be reopened by a Customer after it has been closed.
- [Configure Voice Routing Settings](https://help.gladly.com/docs/configure-voice-routing-settings-1.md): Administrators can manage the time period between calls in two ways: after call work and time to route next call after declining. Learn more in Gladly Help Docs
- [What is Freeform Topics?](https://help.gladly.com/docs/what-is-freeform-topics.md): Utilize Freeform Topics to capture Conversation-specific data for analysis. Visit Gladly Help Docs to learn more.
- [Prepare To Use Freeform Topics](https://help.gladly.com/docs/prepare-to-use-freeform-topics.md): Prepare to implement Freeform Topics and help Agents understand its value and how to utilize the feature. Visit Gladly Help Docs to learn more.
- [Create Freeform Topics](https://help.gladly.com/docs/create-freeform-topics.md): Create Freeform Topics and allow Agents to apply Conversation-specific attributes for analysis. Visit Gladly Help Docs to learn more.
- [Update Freeform Topic Display Name](https://help.gladly.com/docs/update-freeform-topic-display-name.md): Change the name Agents see to identify a Freeform Topics. Visit Gladly Help Docs to learn more.
- [Archive and Unarchive Freeform Topics](https://help.gladly.com/docs/archive-and-unarchive-freeform-topics.md): Learn how to archive and unarchive Freeform Topics in this guide.
- [Analyze Freeform Topics Attributes](https://help.gladly.com/docs/analyze-freeform-topics-attributes.md): Transmit Freeform Topics usage data to your prefered analytics tool. Visit Gladly Help Docs to learn more.
- [Add and Deactivate Users](https://help.gladly.com/docs/managing-users-and-roles.md): Add and deactivate users, assign and change user roles, assign users to Inboxes, and more through the Users settings page.
- [Create and Assign Custom Roles](https://help.gladly.com/docs/create-and-assign-custom-roles.md)
- [Edit User Details](https://help.gladly.com/docs/edit-user-details.md): To add, users can have multiple roles assigned to them, which provide elevated access and permissions around Gladly. Read more.
- [Bulk User Upload/Edit](https://help.gladly.com/docs/bulk-user-upload.md): Add new users or edit user details in bulk. Learn more in Gladly Help Docs
- [Activate Use of Agent External Name](https://help.gladly.com/docs/activate-agent-external-name.md): Agents can set an external name in the Gladly Profile to attain a level of anonymity. Learn more in Gladly Help Docs.
- [Resend User Invitation](https://help.gladly.com/docs/resend-invitation.md): An invitation link can only be used once and expires 24 hours from the time the invitation is sent. Learn more in Gladly Help Docs.
- [Create and Manage Teams](https://help.gladly.com/docs/create-and-manage-teams.md): Contact center Agents are often grouped by Channel, skill, location, product expertise, and more. Learn more in Gladly Help Docs.
- [Get Started With Proactive Conversations](https://help.gladly.com/docs/get-started-with-proactive-conversations.md): Learn about Proactive Conversations in Gladly, including Proactive Chat, Proactive Voice, Proactive Email and Proactive SMS.
- [Maintain Sender Reputation To Ensure Communication Deliverability](https://help.gladly.com/docs/maintain-sender-reputation-to-ensure-communication-deliverability.md): Maintain sender reputation while using Proactive Conversation tools. Visit Gladly Help Docs to learn more.
- [Proactive ‘Campaign,’ ‘Outreach,’ and ‘Recipients’ Definitions](https://help.gladly.com/docs/proactive-campaign-outreach-and-recipients-definitions.md): It’s helpful to recognize the difference between a Campaign, Outreach, and Recipients for Proactive Conversation features like Proactive Email, Proactive Chat, Proactive Email, and Proactive SMS. Visit Gladly Help Docs to learn more.
- [What is Proactive Chat?](https://help.gladly.com/docs/what-is-proactive-chat.md): Proactive Chat is a feature that uses Sidekick to deliberately invite visitors on your website to engage in a chat or to communicate a message.
- [Agent Experience for Proactive Chat](https://help.gladly.com/docs/agent-experience-for-proactive-chat.md): The Agent can then quickly identify that the chat is coming from a Campaign through the Conversation Timeline, getting the relevant context they need.
- [Proactive Chat 'Order' and 'Triggers' Overview](https://help.gladly.com/docs/proactive-chat-order-and-triggers-overview.md): You could have one, two, or 50 campaigns all active simultaneously, but it doesn't mean they have equal priority on how each one of them is triggered.
- [Routing Rules for Proactive Chat Campaigns](https://help.gladly.com/docs/routing-rules-for-proactive-chat-campaigns.md): Proactive Chat Campaigns work concurrently with Rules, which can route incoming chat requests from a Campaign to a specific Inbox.
- [Create and Configure Proactive Chat Campaign](https://help.gladly.com/docs/create-proactive-chat-campaign.md): Create and configure Proactive Chat Campaigns to engage with your visitors on web pages where Sidekick is available.
- [Test Proactive Chat](https://help.gladly.com/docs/test-proactive-chat.md): If you want to launch a Campaign on the URL (e.g., 'retalé.com/new-products,'), add '?=[your test name]' at the end of the URL in your Campaign
- [Edit and Delete Proactive Chat Campaign](https://help.gladly.com/docs/edit-and-delete-proactive-chat-campaign.md): You can edit your Campaigns whenever you need to make changes. Learn more in Gladly Help Docs.
- [Manage Campaign Visibility Per Visit](https://help.gladly.com/docs/manage-campaign-visibility-per-visit.md): Depending on the number of Campaigns you have and the types of Triggers you have configured, a visitor could see multiple Campaigns as they browse your website
- [Deactivate Proactive Chat Campaign](https://help.gladly.com/docs/deactivate-proactive-chat-campaign.md): You can temporarily stop a Campaign from appearing on your website without deleting it by deactivating it. Learn more in Gladly Help Docs.
- [Proactive Chat Best Practices](https://help.gladly.com/docs/proactive-chat-best-practices-1.md)
- [Why is my Proactive Chat Campaign not appearing on my webpage?](https://help.gladly.com/docs/proactive-chat-campaign-not-appearing.md): Avoid problems with Proactive Chat Campaigns by properly configuring URL Triggers.
- [Does Proactive Chat work on desktop and mobile devices?](https://help.gladly.com/docs/does-proactive-chat-work-on-desktop-and-mobile-devices.md): Yes. Like Sidekick, it works on desktops, mobile, and tablets using any modern web browser like Chrome, Safari, and Microsoft Edge.
- [Why are Quick Reply buttons not appearing in a Proactive Chat Campaign?](https://help.gladly.com/docs/why-are-quick-reply-buttons-not-appearing-in-a-proactive-chat-campaign.md): Chats that begin from a Proactive Chat Campaign will not display Quick Reply buttons.
- [How often will repeat visitors see Campaigns they Triggered?](https://help.gladly.com/docs/how-often-will-repeat-visitors-see-campaigns-they-triggered.md): Visitors will not see the same Campaign for 24 hours if they’ve seen it, ignored it, or closed it by pressing the close icon.
- [What is Proactive Voice?](https://help.gladly.com/docs/what-is-proactive-voice.md): Proactive Voice allows you to proactively call your Customers to provide timely updates without an Agent having to reach out to them one-by-one manually.
- [How Proactive Voice Works](https://help.gladly.com/docs/how-proactive-voice-works.md): Proactive Voice leverages the IVR to make outbound phone calls automatically. Learn more in Gladly Help Docs.
- [Create a Proactive Voice Campaign](https://help.gladly.com/docs/create-a-proactive-voice-campaign.md): Create a Proactive Voice Campaign to automatically call your Customers and provide updates through your Voice Channel.
- [Stop a Proactive Voice Campaign](https://help.gladly.com/docs/stop-a-proactive-voice-campaign.md): You can cancel/stop calling Customers anytime. You do not need to wait until the entire recipient list is contacted.
- [Track Proactive Voice Status](https://help.gladly.com/docs/track-proactive-voice-campaign-status.md): Track the status of your Proactive Voice Campaign as they are executed. Learn more in Gladly Help Docs.
- [Is Proactive Voice like an auto-dialer?](https://help.gladly.com/docs/is-proactive-voice-like-an-auto-dialer.md): Use Proactive Voice like an auto dialer to contact a list of phone numbers in bulk.
- [Can we create unique/Customer-specific messages for every Customer we call?](https://help.gladly.com/docs/can-we-create-uniquecustomer-specific-messages-for-every-customer-we-call.md): No. Proactive Voice can only provide generic messages. For example, it can't call a Customer through an Campaign.
- [Is there a delay in outbound calls for Proactive Voice?](https://help.gladly.com/docs/outreach-campaign-call-delay.md): It can take up to 10 minutes before your Customers start receiving calls from the configured start time. Learn more in Gladly Help Docs.
- [How many calls does Proactive Voice make?](https://help.gladly.com/docs/how-many-calls-does-proactive-voice-make.md): Get to know how many phone calls Proactive Voice can make per day.
- [What do Customers hear when they receive a call from a Campaign?](https://help.gladly.com/docs/campaign-ivr-recording.md): Customers will hear the recording you have set up in your IVR made explicitly for the Campaign. Learn more in Gladly Help Docs.
- [Why is there a difference between the number of my contact list and the contacted list?](https://help.gladly.com/docs/contact-list-difference.md): Because we ignore duplicate contacts in the CSV, you may see a difference between the number of contacts you have in your CSV and the Progress column.
- [How many times will a Campaign try calling a Customer?](https://help.gladly.com/docs/how-many-times-will-a-campaign-try-calling-a-customer.md): If the call could not be completed or the Customer did not answer, Proactive Voice will not create a second call to follow up.
- [What Is Proactive SMS?](https://help.gladly.com/docs/what-is-proactive-sms.md): Reach out to your Customers (in bulk) to relay a message via SMS/text using Proactive SMS. Visit Gladly Help Docs to learn more.
- [Agent Experience for Proactive SMS Campaigns](https://help.gladly.com/docs/agent-experience-for-proactive-sms-campaigns.md): See what happens when a Proactive SMS Campaign is sent to a Customer, and the Customer responds. Learn more in Gladly Help Docs.
- [Prepare To Use Proactive SMS](https://help.gladly.com/docs/prepare-to-use-proactive-sms.md): Want to prepare your first proactive SMS campaign? Read this step-by-step guide first.
- [Create a Proactive SMS Campaign](https://help.gladly.com/docs/create-a-proactive-sms-campaign.md): Create a Proactive SMS Campaign. Visit Gladly Help Docs to learn more.
- [Customers Opt-In and Opt-Out of Proactive SMS Campaigns](https://help.gladly.com/docs/customers-opt-in-and-opt-out-of-proactive-sms-campaigns.md): Get to know how Customers opt-in or opt-out of Proactive SMS messages. Visit Gladly Help Docs to learn more.
- [Edit and Stop SMS Campaign and Outreach](https://help.gladly.com/docs/edit-and-stop-sms-campaign-and-outreach.md): Manage your SMS Campaign to make changes to your SMS Campaign details. Visit Gladly Help Docs to learn more.
- [Track Proactive SMS Campaign Status Outreach](https://help.gladly.com/docs/track-proactive-sms-campaign-status-outreach.md): Track the status of your Proactive SMS Campaigns as they are executed. Visit Gladly Help Docs to learn more.
- [Proactive SMS Best Practices](https://help.gladly.com/docs/proactive-sms-best-practices-1.md)
- [Can Customers opt-out of future SMS Campaigns?](https://help.gladly.com/docs/can-customers-opt-out-of-future-sms-campaigns.md): SMS Campaign recipients can opt-out by replying Stop, Unsubscribe, or Cancel. Visit Gladly Help Docs to learn more.
- [What report can I use to track Proactive SMS Campaigns?](https://help.gladly.com/docs/what-report-can-i-use-to-track-proactive-sms-campaigns.md): See reporting information for Proactive SMS Campaigns. Visit Gladly Help Docs to learn more.
- [What’s the maximum number of SMSes Gladly can send?](https://help.gladly.com/docs/whats-the-maximum-number-of-smses-gladly-can-send.md): Proactive SMS Campaigns can send a maximum of 40 SMSes every five minutes. Visit Gladly Help Docs to learn more.
- [Can we personalize SMSes for Proactive SMS Campaigns?](https://help.gladly.com/docs/can-we-personalize-smses-for-proactive-sms-campaigns.md): SMS Campaign messages are general and contents cannot be personalized by recipient. Visit Gladly Help Docs to learn more.
- [Can we schedule and automatically repeat SMS Campaigns?](https://help.gladly.com/docs/can-we-schedule-and-automatically-repeat-sms-campaigns.md): SMS Campaign is considered complete once the entire recipient list is contacted. Visit Gladly Help Docs to learn more.
- [What is Proactive Email?](https://help.gladly.com/docs/what-is-proactive-email.md): Use Proactive Email to proactively reach out to your Customers (in bulk) to relay a message via email. Visit Gladly Help Docs to learn more.
- [Agent Experience for Proactive Email Campaigns](https://help.gladly.com/docs/agent-experience-for-proactive-email-campaigns.md): Responses to a Proactive Email Campaign are shown in the recipient's Conversation Timeline. Visit Gladly Help Docs to learn more.
- [Prepare To Use Proactive Email](https://help.gladly.com/docs/prepare-to-use-proactive-email.md): Understand how to prepare using Proactive Email to communicate with Customers. Visit Gladly Help Docs to learn more.
- [Create a Proactive Email Campaign](https://help.gladly.com/docs/create-a-proactive-email-campaign.md): Create a Proactive Email Campaign to proactively communicate with Customers through email. Visit Gladly Help Docs to learn more.
- [Track Proactive Email Campaign Status](https://help.gladly.com/docs/track-proactive-email-campaign-status.md): Track the status of your Proactive Email Campaigns as they are executed. Visit Gladly Help Docs to learn more.
- [Edit and Stop a Proactive Email Campaign Outreach](https://help.gladly.com/docs/edit-and-stop-a-proactive-email-campaign-outreach.md): Manage your Email Campaign to make changes to your Email Campaign details. Visit Gladly Help Docs to learn more.
- [Proactive Email Best Practices](https://help.gladly.com/docs/proactive-email-best-practices-1.md)
- [What report can I use to track Proactive Email Campaigns?](https://help.gladly.com/docs/what-report-can-i-use-to-track-proactive-email-campaigns.md): Understand how reporting works for Proactive Email Campaigns. Visit Gladly Help Docs to learn more.
- [What’s the maximum number of Email Campaign messages Gladly can send?](https://help.gladly.com/docs/whats-the-maximum-number-of-email-campaign-messages-gladly-can-send.md): Proactive Email Campaigns can send a maximum of 10 emails every five minutes. Visit Gladly Help Docs to learn more.
- [Can Customers opt-out of Proactive Email Campaigns?](https://help.gladly.com/docs/can-customers-opt-out-of-proactive-email-campaigns.md): Customers cannot opt-opt out of a Proactive Email Campaign message. Visit Gladly Help Docs to learn more.
- [Can we personalize emails for Proactive Email Campaigns?](https://help.gladly.com/docs/can-we-personalize-emails-for-proactive-email-campaigns.md): Email Campaign messages are general and contents cannot be personalized by recipient. Visit Gladly Help Docs to learn more.
- [Can we schedule and automatically repeat Email Campaigns?](https://help.gladly.com/docs/can-we-schedule-and-automatically-repeat-email-campaigns.md): An Email Campaign is considered complete once the entire recipient list is messaged or once the outreach end date/time is reached. Visit Gladly Help Docs to learn more.
- [What is Focus?](https://help.gladly.com/docs/what-is-focus.md): Focus is a feature that allows Agents to pause the Routing Engine from routing them new Customers to assist. Visit Gladly Help Docs to learn more.
- [Start Here Before Activating Focus](https://help.gladly.com/docs/start-here-before-activating-focus.md): Learn the benefits of activating the Focus feature. Visit Gladly Help Docs to learn more.
- [Agent Experience for Focus](https://help.gladly.com/docs/agent-experience-for-focus.md): Understand what the UX for Focus looks like for Agents. Visit Gladly Help Docs to learn more.
- [Configure Focus Settings](https://help.gladly.com/docs/configure-focus-settings.md): Activate the Focus feature for Agents. Visit Gladly Help Docs to learn more.
- [How does using Focus impact Agent performance on reports?](https://help.gladly.com/docs/how-does-using-focus-impact-agent-performance-on-reports.md): Learn how Focus affects certain reporting metrics. Visit Gladly Help Docs to learn more.
- [What report can I use to check how long Agents spend in Focus mode?](https://help.gladly.com/docs/how-long-are-agents-spending-in-focus-mode.md): Information on reporting for Focus feature. Visit Gladly Help Docs to learn more.
- [Configure Data Retention Settings and Data Deletion Options](https://help.gladly.com/docs/configure-data-retention-settings-and-data-deletion-options.md): Manage how long to store Customer data for and delete Customer data collected, including Contacts, Conversations to abide by privacy and data regulations.
- [Compliance Event Log](https://help.gladly.com/docs/compliance-event-log.md): Use the Compliance Event Log to keep track of compliance events, compliance settings changes, or Customer data deletions.
- [Compliance Redaction Requests](https://help.gladly.com/docs/compliance-redaction-requests.md)
- [Configure Password Requirements (Non-SSO)](https://help.gladly.com/docs/configure-password-requirements.md): Configure passwords requirements to enhance passwords security for accessing Gladly Team.
- [Export Customer Email Addresses From Gladly](https://help.gladly.com/docs/export-customer-emails-from-gladly.md): Information on how to export Customer email addresses from Gladly. Read more in Gladly Help Docs.
- [Audit Log](https://help.gladly.com/docs/audit-log.md): The Channel Mix report gives you a sense of your inbound volume across Channels, along with the volume of individual messages sent. Learn more in Help Docs.
- [Activate and Manage Single Sign-On](https://help.gladly.com/docs/activate-and-manage-single-sign-on.md): With Single Sign-On (SSO) activated you can log into Gladly without the need for a separate username and password. Learn more.
- [Maintain and Rotate SAML Certificates](https://help.gladly.com/docs/maintain-and-rotate-saml-certificates.md): SAML certificates are used to verify the authenticity and security of data shared with your Identify Provider. Learn more in Gladly Help Docs.
- [Invoice and Billing Resources](https://help.gladly.com/docs/invoice-and-billing-resources.md): There are four main types of invoices you may receive from Gladly. Visit Gladly Help Docs to learn more.
- [API Export Tool (Beta Feature)](https://help.gladly.com/docs/api-export-tool.md): Explore the Support Tools Portal, a user-friendly app for Gladly's APIs, enabling easy exports, bulk operations, and streamlined support tasks.
- [Introduction to App Integrations](https://help.gladly.com/docs/introduction-to-app-integrations.md): Gladly works with many partners to further empower your brand to create new capabilities and get more out of Gladly to create great Customer Experiences.
- [Identify Integrated Systems](https://help.gladly.com/docs/identify-integrated-systems-1.md)
- [Add New App Integration](https://help.gladly.com/docs/add-new-app-integration.md): Add and configure external systems to further improve your Customer and Agent experience in Gladly. Learn more in Gladly Help Docs.
- [Edit and Deactivate Integrations](https://help.gladly.com/docs/edit-and-deactivate-integrations.md): Edit an existing Integration to add/remove attributes, change auto-link settings, and other integration-specific settings. Learn more in Gladly Help Docs.
- [Add and Configure Custom App Integration](https://help.gladly.com/docs/set-up-and-edit-custom-integration.md): The Gladly Lookup API allows your organization to pull Customer information from external systems to populate in the Customer Profile. Learn more.
- [Automatically Link Customer Data](https://help.gladly.com/docs/automatically-link-customer-data.md): For select eCommerce apps, Gladly can automatically match and link Customer details to an external source/app if auto-linking is activated for a particular app.
- [Link Customer Profile to an External (Integrated) System](https://help.gladly.com/docs/link-customer-profile-to-an-external-integrated-system-2.md): It's possible to pull additional information about the Customer from the external system and include them in the Customer's Profile by linking them. Learn more.
- [Generate API Tokens and Create Webhooks](https://help.gladly.com/docs/generate-api-tokens-and-create-webhooks.md): API tokens are required to use Gladly APIs for security and authentication purposes. Learn how to create API tokens and webhooks in Gladly.
- [Reactivate Deactivated Webhooks (Email Alert and Logs)](https://help.gladly.com/docs/reactivate-deactivated-webhooks.md): Learn how to manage and fix deactivated webhooks.
- [Ada Overview](https://help.gladly.com/docs/ada-overview.md): Ada is an AI chatbot platform powered by the industry-leading NLP technology to create best-in-class automated Customer experiences.
- [Ada Integration Toolkit](https://help.gladly.com/docs/ada-integration-toolkit.md): The Ada integration with ada-integration-toolkit is built and maintained by Ada. Learn more in Gladly Help Docs.
- [Set Up Ada Integration](https://help.gladly.com/docs/set-up-ada-integration.md): This is a multi-step process where you'll need to embed Sidekick (if you haven't already) and Ada on your website. Learn more in Gladly Help Docs.
- [Who do I contact if I need help?](https://help.gladly.com/docs/help-ada.md): Contact Ada support or your ADA success manager if you have additional questions about the Gladly integration.
- [AfterShip for Gladly AI](https://help.gladly.com/docs/aftership-for-sidekick.md)
- [Attentive Overview](https://help.gladly.com/docs/attentive-overview.md): Attentive is a technology company that empowers innovative brands to create meaningful interactions through personalized text messaging.
- [Attentive Integration Toolkit](https://help.gladly.com/docs/attentive-integration-toolkit.md): The Attentive integration is built and maintained by Attentive. Learn the basics of how Attentive integration works.
- [Set Up Attentive Integration](https://help.gladly.com/docs/set-up-attentive-integration.md): Because this integration is managed by Attentive, please work with your Attentive CSM or their White Glove team to configure Attentive with Gladly.
- [Who do I contact if I need help with Attentive?](https://help.gladly.com/docs/help-attentive.md): Reach out to your assigned Attentive CSM, or start a live chat with the Attentive White Glove support team directly in the Attentive UI.
- [AWS EventBridge Overview](https://help.gladly.com/docs/aws-eventbridge-overview.md): Amazon EventBridge is a serverless event bus that ingests streaming event data from Gladly. Learn more in Gladly Help Docs.
- [Set Up AWS EventBridge Integration](https://help.gladly.com/docs/set-up-aws-eventbridge-integration.md): Review the following information in Gladly Help Docs before you connect AWS EventBridge to Gladly.
- [BigCommerce Overview](https://help.gladly.com/docs/bigcommerce-overview.md): BigCommerce is an eCommerce platform that enables merchants to build & manage storefronts and sell products on multiple Channels to B2B and D2C Customers.
- [BigCommerce Integration Toolkit](https://help.gladly.com/docs/bigcommerce-integration-toolkit.md): The BigCommerce integration is built and maintained by Gladly. Learn the basics of how the BigCommerce integration works.
- [Who do I contact if I need help with BigCommerce?](https://help.gladly.com/docs/help-bigcommerce.md): Contact Gladly Support if you need additional help with using or setting up BigCommerce in Gladly.
- [Why are some orders not available?](https://help.gladly.com/docs/why-are-some-orders-not-available.md): Discover why some orders may not be visible in Gladly. Learn how BigCommerce order retrieval works, with only the most recent 10 orders being pulled.
- [Why am I getting errors when processing a refund or cancellation?](https://help.gladly.com/docs/why-am-i-getting-errors-when-processing-a-refund-or-cancellation.md): If you're trying to process a refund, partial refund, or cancel an order but you are getting an error, it's usually caused by a duplicate request already.
- [Why are some product images not available?](https://help.gladly.com/docs/why-are-some-product-images-not-available.md): The five most recent orders will contain images of the products ordered by the Customer. Learn more in Gladly Help Docs.
- [Set Up BigCommerce Integration](https://help.gladly.com/docs/set-up-bigcommerce-integration.md): Review the following information before you connect BigCommerce to Gladly. Learn more on how to set up BigCommerce Integration in Help Docs.
- [Refund, Discount, and Cancel Orders through BigCommerce Actions](https://help.gladly.com/docs/refund-discount-and-cancel-orders-through-bigcommerce-actions-1.md)
- [Refund, Discount, and Cancel Orders through BigCommerce Actions](https://help.gladly.com/docs/refund-discount-and-cancel-orders-through-bigcommerce-actions-2.md): With BigCommerce Actions, you can cancel orders, initiate full/partial refunds, and provide discounts codes without leaving Gladly.
- [BigCommerce for Gladly AI](https://help.gladly.com/docs/bigcommerce-for-sidekick.md)
- [Calabrio Overview](https://help.gladly.com/docs/calabrio-overview.md): With the Calabrio integration, you can automatically pull Gladly’s Agent-level performance data into your coaching and QA programs.
- [Calabrio Integration Toolkit](https://help.gladly.com/docs/calabrio-integration-toolkit.md): Calabrio's integration with Gladly is built and maintained by Calabrio. Learn the basics of how the Calabrio integration works.
- [Set Up Calabrio Integration](https://help.gladly.com/docs/set-up-calabrio-integration.md): Calabrio Professional Services handles the implementation process. Gather the following information and send it over to Calabrio when requested.
- [Corso Overview](https://help.gladly.com/docs/corso-overview.md): With Corso, you can view, manage and create new Corso Shipping Protection claims all within Gladly.
- [Corso Integration Toolkit](https://help.gladly.com/docs/corso-integration-toolkit.md): Learn the basics of how the Corso integration works in Gladly.
- [Set Up Corso Integration](https://help.gladly.com/docs/set-up-corso-integration.md): Learn how to connect Corso to Gladly.
- [Who do I contact if I need help with Corso?](https://help.gladly.com/docs/help-corso.md): Contact Corsco if you need help with Corso's integration with Gladly. Learn more in Gladly Help Docs.
- [Delighted Overview](https://help.gladly.com/docs/delighted-overview.md): Delighted provides Customer satisfaction survey tools intended to gather Customer feedback and put it into the hands of those who can act on it.
- [Delighted Integration Toolkit](https://help.gladly.com/docs/delighted-integration-toolkit.md): Delighted's integration with Gladly is built and maintained by Delighted. Learn the basics of how the Delighted integration works.
- [Set Up Delighted Integration](https://help.gladly.com/docs/set-up-delighted-integration.md): Learn how to connect Delighted to Gladly. See integration information here.
- [Can I trigger Delighted surveys from Gladly?](https://help.gladly.com/docs/can-i-trigger-delighted-surveys-from-gladly.md): Not currently. However, you can use workflow automation platforms like Zapier to accomplish this.
- [How do I navigate from Gladly to Delighted to get more context?](https://help.gladly.com/docs/how-do-i-navigate-from-gladly-to-delighted-to-get-more-context.md): Click on “View details at delighted.com” on the Task or activity entry to redirect to the Delighted Dashboard.
- [How can my team add context about their follow-up with a customer?](https://help.gladly.com/docs/delighted-note-customer-follow-up.md): You can add comments directly to Tasks in Gladly, indicating what steps are being taken to address Customer feedback.
- [I just received a response but why is there no activity or Task entry in Gladly?](https://help.gladly.com/docs/delighted-no-activity-or-task-entry.md): Learn about the default 10-minute delay for syncing responses from Delighted, as well as the conditions that determine the creation of activities/Tasks.
- [Who do I contact if I need help with Delighted?](https://help.gladly.com/docs/help-delighted.md): Reach out to hello@delighted.com for any issues with your Delighted integration. Learn more in Gladly Help Docs.
- [Fivetran Overview](https://help.gladly.com/docs/fivetran-overview.md): Discover how Fivetran simplifies the process of moving data across different cloud platforms for analytics and operations.
- [Fivetran Integration Toolkit](https://help.gladly.com/docs/fivetran-integration-toolkit.md): Learn how to integrate Fivetran with Gladly: a step-by-step guide to connecting your data warehouse or data lake with ease.
- [Set Up Fivetran Integration](https://help.gladly.com/docs/set-up-fivetran-integration.md): Learn how to set up Fivetran integration with Gladly in three easy steps. Retrieve Gladly data for your data warehouse or data lake with this seamless integration.
- [Flip Overview](https://help.gladly.com/docs/flip-overview.md): Flip is leading a new age of service with breakthrough automation technology and voice AI that enables organizations to deliver great experiences affordably.
- [Flip Integration Toolkit](https://help.gladly.com/docs/flip-integration-toolkit.md): Learn how customer calls are handled, how to handle integration maintenance data flow within the integration between Gladly and Flip.
- [Set Up Flip Integration](https://help.gladly.com/docs/set-up-flip-integration.md): Learn how to connect Flip to Gladly. See integration information here.
- [Who do I contact if I need help?](https://help.gladly.com/docs/help-flip.md): Contact Flip Support at support@flipcx.com if you need help with the Flip Integration.
- [How will we get visibility into the Conversations that Flip resolves?](https://help.gladly.com/docs/view-flip-resolutions.md): Flip will update the Conversation Timeline with any/all Customer Conversations. Learn more.
- [Formspree Overview](https://help.gladly.com/docs/formspree-overview.md): Formspree.io is a service that accepts form submissions and sends emails. Read more about Formspree's integration with Gladly here.
- [Formspree Integration Toolkit](https://help.gladly.com/docs/formspree-integration-toolkit.md): Learn the basics of how the Formspree integration works.
- [Set Up Formspree Integration](https://help.gladly.com/docs/set-up-formspree-integration.md): Learn how to connect Formspree to Gladly. See integration information here.
- [Who do I contact if I need help with Formspree?](https://help.gladly.com/docs/help-formspree.md): Contact Formstack Support if you need help configuring email integration.
- [Can Formspree automatically open a new conversation when a new form submission is submitted?](https://help.gladly.com/docs/formspree-open-new-conversation.md): The Formspree integration with Gladly will open a task in Gladly that can be responded to by Agents.
- [Formstack Overview](https://help.gladly.com/docs/formstack-overview.md): Formstack integrates with hundreds of popular web applications so you can connect to the apps you love, automate workflows, and improve workplace productivity.
- [Formstack Integration Toolkit](https://help.gladly.com/docs/formstack-integration-toolkit.md): Learn the basics of how the Formstack integration works.
- [Set Up Formstack Integration](https://help.gladly.com/docs/set-up-formstack-integration.md): Learn how to connect Formstack to Gladly. See integration information here.
- [Who do I contact if I need help with Formspree?](https://help.gladly.com/docs/help-formstack.md): Contact Formstack Support if you need help configuring email integration.
- [HiOperator Overview](https://help.gladly.com/docs/hioperator-overview.md): HiOperator is a customer service-as-a-service solution that allows businesses to handle client customer service tickets faster and more accurately through the power of human and Artificial Intelligence technology. Visit Gladly Help Docs to learn more.
- [HiOperator Integration Toolkit](https://help.gladly.com/docs/hioperator-integration-toolkit.md): Learn the basics of how the Idiomatic integration works. Visit Gladly Help Docs to learn more.
- [Set Up HiOperator Integration](https://help.gladly.com/docs/set-up-hioperator-integration.md): Learn how to connect HiOperator to Gladly. See integration information here.
- [How is HiOperator different from a traditional outsourcer or BPO?](https://help.gladly.com/docs/hi-operator-difference-with-bpo.md): HiOperator provides flexible, scalable, and customizable solutions with an AI-enabled solution partnered with our US-based agent. Learn more.
- [Can HiOperator solve my complex tickets?](https://help.gladly.com/docs/can-hioperator-solve-my-complex-tickets.md): HiOperator’s AI platform is entirely customizable to design workflows to solve even the most complex requests. Learn more here.
- [How are HiOperator Agents able to keep your brand voice?](https://help.gladly.com/docs/how-are-hioperator-agents-able-to-keep-your-brand-voice.md): Learn how HiOperator trains US-based Agents on your brand, tone, and product information. Learn more.
- [How will we get visibility into the requests that HiOperator resolves?](https://help.gladly.com/docs/hi-operator-resolved-requests.md): HiOperator’s platform syncs directly with Gladly, so all Conversations will still get routed directly to Gladly. Learn more in Gladly Help Docs.
- [Who do I contact if I need help?](https://help.gladly.com/docs/help-hioperator.md): Contact HiOperator Support at hi@hioperator.com if you need help with the HiOperator Integration. Learn more in Gladly Help Docs.
- [Idiomatic Overview](https://help.gladly.com/docs/idiomatic-overview.md): Idiomatic is Customer feedback analytics software, with proprietary AI that categorizes and quantifies any type of Customer feedback in real-time.
- [Idiomatic Integration Toolkit](https://help.gladly.com/docs/idiomatic-integration-toolkit.md): Learn the basics of how the Idiomatic integration works. Visit Gladly Help Docs to learn more.
- [Set Up Idiomatic Integration](https://help.gladly.com/docs/set-up-idiomatic-integration.md): Learn how to connect Idiomatic to Gladly. See integration information here.
- [I have a lot of conversations to analyze. Will this cause rate limit errors?](https://help.gladly.com/docs/idiomatic-rate-limit-error.md): Gladly API’s have default rate limits. Read this guide to learn how to avoid errors, with Gladly's recommended approach.
- [Are there any other considerations for using Idiomatic with Gladly?](https://help.gladly.com/docs/are-there-any-other-considerations-for-using-idiomatic-with.md): See what other considerations should be taken into account when using the Idiomatic integration with Gladly.
- [Who do I contact if I need help with Idiomatic?](https://help.gladly.com/docs/help-idiomatic.md): Contact Idiomatic Support at support@idiomatic.io if you need help with the Idiomatic Integration. Learn more.
- [Jotform Overview](https://help.gladly.com/docs/jotform-overview.md): Effortlessly collect form data, streamline interactions. Integrate Jotform's FormBuilder with Gladly for seamless data transfer.
- [Jotform Integration Toolkit](https://help.gladly.com/docs/jotform-integration-toolkit.md): Discover the seamless integration between Jotform and Gladly with our comprehensive Jotform Integration Toolkit.
- [Set Up Jotform Integration](https://help.gladly.com/docs/set-up-jotform-integration.md): Configure Gladly for a seamless Jotform integration. Receive submissions via email, streamline communication, and enhance customer experience.
- [Who do I contact if I need help with Jotform?](https://help.gladly.com/docs/help-jotform.md): Contact Jotform Support if you need help configuring email integration.
- [Klaviyo Overview](https://help.gladly.com/docs/klaviyo-overview.md): Klaviyo is email marketing reinvented for e-commerce stores on Shopify, Bigcommerce, and Magento. Learn more in Gladly Help Docs.
- [Klaviyo Integration Toolkit](https://help.gladly.com/docs/klaviyo-integration-toolkit.md): Klaviyo's integration with Gladly was built by Gladly and is maintained by Gladly. Learn the basics of how Klaviyo integration works.
- [Set Up Klaviyo Integration](https://help.gladly.com/docs/set-up-klaviyo.md): Learn how to connect Klayvio to Gladly. See integration information here.
- [Who do I contact if I need help with Klaviyo?](https://help.gladly.com/docs/help-klaviyo.md): Contact Gladly Support if you need assistance with the Klaviyo integration. Learn more in Gladly Help Docs.
- [Loop Returns Overview](https://help.gladly.com/docs/loop-returns-overview.md)
- [Loop Returns App Overview](https://help.gladly.com/docs/loop-returns-app-1.md)
- [Return Actions Overview](https://help.gladly.com/docs/loop-returns-for-sidekick.md)
- [Return Cards Overview](https://help.gladly.com/docs/loopreturns-overview.md): Streamline your customer return process with the seamless integration of Loop Returns and Gladly. Learn more about the integration here.
- [Loop Returns Integration Toolkit](https://help.gladly.com/docs/loop-returns-integration-toolkit.md): Learn how Gladly leverages the LoopReturns integration to streamline return processes, and gain insights into how Loop Returns information is displayed.
- [Set Up Loop Returns Integration](https://help.gladly.com/docs/set-up-loop-returns-integration.md): Seamlessly integrate Loop Returns with Gladly by following our step-by-step setup process.
- [What should I do if I see an error message instead of the return information?](https://help.gladly.com/docs/loop-returns-returns-error-message.md): Encountering an error message instead of return information? Quickly resolve the issue by refreshing the customer profile in a few simple steps.
- [What should I do if a Customer’s information exists in Loop Returns but does not appear in Gladly?](https://help.gladly.com/docs/customer-exists-in-loopreturns-and-not-in-gladly.md)
- [Who do I contact if I need help with Loop Returns?](https://help.gladly.com/docs/help-loopreturns.md): Contact Gladly Support if you need help with the Loop Returns integration.
- [Loop Returns Order Tracking Overview](https://help.gladly.com/docs/loop-order-tracking-overview.md)
- [Loop Returns Order Tracking Cards](https://help.gladly.com/docs/loop-order-tracking-cards.md)
- [Loop Returns Order Tracking Actions](https://help.gladly.com/docs/loop-order-tracking-actions.md)
- [Loop Returns Order Tracking Integration Toolkit](https://help.gladly.com/docs/loop-order-tracking-integration-toolkit.md)
- [Set Up Loop Order Tracking App](https://help.gladly.com/docs/set-up-loop-order-tracking-app.md)
- [Loop Subscriptions Overview](https://help.gladly.com/docs/loop-subscriptions-overview.md): Ordergroove helps merchants deliver frictionless subscription experiences that delight shoppers, grow recurring revenue, and boost Customer lifetime value. Visit Gladly Help Docs to learn more.
- [Loop Subscriptions Installation](https://help.gladly.com/docs/loop-subscriptions-installation.md)
- [MaestroQA Overview](https://help.gladly.com/docs/maestroqa-overview.md): See the benefits of using MaestroQA with Gladly, including improved coaching, improved agent experience, and more.
- [MaestroQA Integration Toolkit](https://help.gladly.com/docs/maestroqa-integration-toolkit.md): Learn the basics of how the MaestroQA integration works.
- [Set Up MaestroQA Integration](https://help.gladly.com/docs/set-up-maestroqa-integration.md): Learn how to connect MaestroQA to Gladly. See integration information here.
- [Who do I contact if I need help with MaestroQA?](https://help.gladly.com/docs/help-maestroqa.md): Contact MaestroQA using the in-product Intercom support process for any issues regarding the integration.
- [What report can I use to track MaestroQA events?](https://help.gladly.com/docs/what-report-can-i-use-to-track-maestroqa-events.md): Use the Conversation Data Export report to track MaestroQA events. Learn more.
- [It seems our Maestro data is not updated in real-time. Why?](https://help.gladly.com/docs/it-seems-our-maestro-data-is-not-updated-in-real-time-why.md): Currently, there's about a five hour delay between Gladly and MaestroQA. Learn more.
- [Medallia Agent Connect Overview](https://help.gladly.com/docs/medallia-agent-connect-overview.md): Learn how Medallia Agent Connect can improve your customer service team's performance and drive agent engagement.
- [Medallia Agent Connect Integration Toolkit](https://help.gladly.com/docs/medallia-agent-connect-integration-toolkit.md): Discover how the Medallia Agent Connect integration toolkit works with Gladly. Learn how to configure integrations and send CSAT surveys to customers.
- [Set Up Medallia Agent Connect Integration](https://help.gladly.com/docs/set-up-medallia-agent-connect-integration.md): Learn how to connect Medallia to Gladly. See integration information here.
- [What Channels does Medallia Support?](https://help.gladly.com/docs/what-channels-does-medallia-support.md): See the channels the Medallia integration supports, including email, SMS, phone, chat, Facebook Message, and more. See them all here.
- [How are CSAT ratings attributed?](https://help.gladly.com/docs/how-are-csat-ratings-attributed.md): CSAT ratings are linked to the Agent who most recently sent a response, rather than the Conversation owner or the Agent who closed the Conversation.
- [Can we see the Customer's most recent rating?](https://help.gladly.com/docs/can-we-see-the-customers-most-recent-rating.md): You typically see Customer ratings as part of the Conversation Timeline, but you can expose the most recent rating provided by a Customer as part of the Customer Profile underneath the Customer's name.
- [Who do I contact if I need help with Medallia Agent Connect?](https://help.gladly.com/docs/help-medallia-agent-connect.md): Reach out to implementation@stellaconnect.com for any issues with your Stella Connect integration. Learn more in Gladly Help Docs.
- [Magento Overview](https://help.gladly.com/docs/magento-overview.md): Magento is a cloud-based commerce platform designed for small and medium-sized businesses. Learn more in Gladly Help Docs.
- [Magento Integration Toolkit](https://help.gladly.com/docs/magento-integration-toolkit.md): The Magento integration is built and maintained by Gladly. Learn the basics of how the Magento integration works.
- [Set Up Magento Integration](https://help.gladly.com/docs/set-up-magento-integration.md): Learn how to connect Magento to Gladly. See integration information here.
- [Do we need to turn off CSRF token generation?](https://help.gladly.com/docs/do-we-need-to-turn-off-csrf-token-generation.md): If you do NOT turn off CSRF token generation, Agents won't be able to access the Magento orders through Gladly since the links are going to always be unique.
- [Who do I contact if I need help with Magento?](https://help.gladly.com/docs/help-magento.md): Contact Gladly Support if you need assistance with the Magento integration. Learn more in Gladly Help Docs.
- [Netomi Overview](https://help.gladly.com/docs/netomi-overview.md): With Netomi's AI, you can automate the resolution of up to 90% of your Customer requests. Learn more in Gladly Help Docs.
- [Netomi Integration Toolkit](https://help.gladly.com/docs/netomi-integration-toolkit.md): Netomi integration with Gladly is built and maintained by Netomi. Learn the basics of how the Netomi integration works.
- [Set Up Netomi Integration](https://help.gladly.com/docs/set-up-netomi-integration.md): Learn how to connect Netomi to Gladly. See integration information here.
- [Can Netomi AI hand off a Conversation to an Agent?](https://help.gladly.com/docs/can-netomi-ai-hand-off-a-conversation-to-an-agent.md): Yes, it is possible to have Netomi AI hand off a Conversation to an Agent. See how to configure the setup in AI Studio.
- [Can we configure different responses based on Chat and Email channels?](https://help.gladly.com/docs/can-we-configure-different-responses-based-on-chat-and-email.md): Yes, Agents can configure different Responses for Email and Chat using Netomi on Gladly.
- [Can we close a Conversation with a Topic?](https://help.gladly.com/docs/can-we-close-a-conversation-with-a-topic.md): Yes, it is possible for Netomi can close the Conversations with a Topic in an Email response from an Agent.
- [Who do I contact if I need help with Netomi?](https://help.gladly.com/docs/help-netomi.md): Contact your designated CSM. You can also contact support@netomi.com for additional assistance. Learn more in Gladly Help Docs.
- [Optimizely Data Platform Overview](https://help.gladly.com/docs/optimizely-data-platform-overview.md): Learn about Optimizely, a data platform designed to empower marketers to grow revenue from existing Customers, that integrates with Gladly.
- [Optimizely Data Platform Integration Toolkit](https://help.gladly.com/docs/optimizely-data-platform-integration-toolkit.md): Learn the basics of how the Optimizely Data platform works with Gladly.
- [Set Up Optimizely Data Platform Integration](https://help.gladly.com/docs/set-up-optimizely-data-platform-integration.md): Learn how to connect Optimizely to Gladly. See integration information here.
- [Do reopened Conversations trigger events in Optimizely Data Platform?](https://help.gladly.com/docs/do-reopened-conversations-trigger-events-in-zaius.md): Currently, when a Conversation is reopened, it will not trigger an update in Optimizely.
- [Who do I contact if I need help with the Optimizely Data Platform?](https://help.gladly.com/docs/help-optimizely-data-platform.md): Contact Gladly Support if you need assistance with setting up Optimizely in Gladly. Learn more in Gladly Help Docs.
- [Ordergroove Overview](https://help.gladly.com/docs/ordergroove-overview.md): Ordergroove helps merchants deliver frictionless subscription experiences that delight shoppers, grow recurring revenue, and boost Customer lifetime value. Visit Gladly Help Docs to learn more.
- [OrderGroove Integration Toolkit](https://help.gladly.com/docs/ordergroove-integration-toolkit.md): Learn the basics of how OrderGroove integration works. Visit Gladly Help Docs to learn more.
- [Work With Ordergroove Actions](https://help.gladly.com/docs/work-with-ordergroove-actions.md): If you’re using Gladly’s integration with Shopify, Agents can now cancel orders, initiate order refunds, and issue discounts in Gladly.
- [Ordergroove on App Platform](https://help.gladly.com/docs/ordergroove-on-app-platform.md)
- [Set Up OrderGroove Integration](https://help.gladly.com/docs/set-up-ordergroove-integration.md): Learn how to connect Ordergroove to Gladly. See integration information here.
- [(Legacy) Set Up OrderGroove Integration](https://help.gladly.com/docs/set-up-ordergroove-integration-legacy.md): Learn how to connect Ordergroove to Gladly. See integration information here.
- [Migrating to API Keys](https://help.gladly.com/docs/migrating-to-new-auth.md): Learn how to connect Ordergroove to Gladly. See integration information here.
- [What should I do if a Customer’s information is in Ordergroove but is not appearing in Gladly?](https://help.gladly.com/docs/order-groove-missing-customer-information.md): Double-check that the Customer is actually in Ordergroove. Visit Gladly Help Docs to learn more.
- [I connected Ordergroove to Gladly through the Apps page but why can’t I see subscription details?](https://help.gladly.com/docs/order-groove-missing-subscription-details.md): Contact Gladly Support if you’re not able to see the Subscription card in the Customer Profile. Visit Gladly Help Docs to learn more.
- [Who do I contact if I need help with OrderGroove?](https://help.gladly.com/docs/help-ordergroove.md): Contact Gladly Support if you need help with the Ordergroove integration. Visit Gladly Help Docs to learn more.
- [Playvox Overview](https://help.gladly.com/docs/playvox-overview.md): Playvox allows you to schedule your team to create accurate volume forecasts and ensure you have the right agent helping the right customer at the right time
- [Playvox Integration Overview](https://help.gladly.com/docs/playvox-integration-overview.md): Playvox's integration with Gladly is built and maintained by Playvox. Learn more in Gladly Help Docs.
- [Set Up Playvox Integration](https://help.gladly.com/docs/set-up-playvox-integration.md): Review the following information before you connect Playvox to Gladly. Learn more on how to set up Playvox Intagration in Help Docs.
- [Who do I contact if I need help with Playvox / Playvox?](https://help.gladly.com/docs/help-agyletime-playvox.md): Read this guide to discover the best point of contact if you need help with your Playvox / Playvox and Gladly integration.
- [Qualtrics Overview](https://help.gladly.com/docs/qualtrics-overview.md): The Qualtrics integration with Gladly allows surveys to be triggered inside of Qualtrics when a Conversation is closed in Gladly.
- [Qualtrics Integration Toolkit](https://help.gladly.com/docs/qualtrics-integration-toolkit.md): The Qualtrics integration is built and maintained by Gladly. Learn the basics of how the Qualtrics integration works.
- [Set Up Qualtrics Integration](https://help.gladly.com/docs/set-up-qualtrics-integration.md): Learn how to connect Qualtrics to Gladly. See integration information here.
- [Can I schedule the survey to be sent out after some period of time passed since?](https://help.gladly.com/docs/can-i-schedule-the-survey-to-be-sent-out-after-some-period-o.md): Yes, this is possible when setting up the Distribution task in Qualtrics. Learn more in Gladly Help Docs.
- [Who do I contact if I need help with Qualtrics?](https://help.gladly.com/docs/help-qualtrics.md): Contact Gladly Support if you need help with the Qualtrics Integration.
- [Recurly App for Gladly AI](https://help.gladly.com/docs/shopify-for-sidekick-1-1.md)
- [Recharge Overview](https://help.gladly.com/docs/recharge-overview.md): key player in the E-Commerce Subscription market and powering over 15,000 brands, Recharge helps merchants grow faster by creating a seamless buying experience. Visit Gladly Help Docs to learn more.
- [Recharge Integration Toolkit](https://help.gladly.com/docs/recharge-integration-toolkit.md): Get to know how the Recharge integration works with Gladly. Visit Gladly Help Docs to learn more.Get to know how the Recharge integration works with Gladly. Visit Gladly Help Docs to learn more.
- [Set Up Recharge Integration](https://help.gladly.com/docs/set-up-recharge-integration.md): Learn how to connect Recharge to Gladly. See integration information here.
- [Why are my Customer's list of subscriptions not showing?](https://help.gladly.com/docs/why-are-my-customers-list-of-subscriptions-not-showing.md): Discover the solution to why your customer's list of subscriptions may not be showing. Contact Gladly Support for assistance with profile layout display.
- [Why are the Active Subscriptions and Total Subscriptions fields not showing?](https://help.gladly.com/docs/why-are-the-active-subscriptions-and-total-subscriptions-fields-not-showing.md): Discover why the Active Subscriptions and Total Subscriptions fields may not be visible on the Customer Profile in Gladly.
- [Who do I contact if I need help with Recharge?](https://help.gladly.com/docs/help-recharge.md): Contact Gladly Support if you need help with the Recharge integration.
- [Recharge App for Gladly AI](https://help.gladly.com/docs/shopify-for-sidekick-1.md)
- [Redo Returns (App Platform Installation)](https://help.gladly.com/docs/redo-app-platform-installation.md): Connect Redo to Gladly Team.
- [ReturnLogic Overview](https://help.gladly.com/docs/returnlogic-overview.md): ReturnLogic's platform provides scaling eCommerce merchants with an operationally-minded solution for returns management and optimization. Learn more.
- [ReturnLogic Integration Toolkit](https://help.gladly.com/docs/returnlogic-integration-toolkit-2.md): The ReturnLogic integration is built and maintained by ReturnLogic. Learn the basics of how ReturnLogic's integration works.
- [Set Up ReturnLogic Integration](https://help.gladly.com/docs/set-up-returnlogic-integration.md): Learn how to connect ReturnLogic to Gladly. See integration information here.
- [Besides RMAs, what else is available in Gladly from ReturnLogic?](https://help.gladly.com/docs/besides-rmas-what-else-is-available-in-gladly-from-returnlog.md): Currently, Agents can only view the RMA link that redirects them to ReturnLogic. Learn more in Gladly Help Docs.
- [Who do I contact if I need help with ReturnLogic?](https://help.gladly.com/docs/help-returnlogic.md): Send an email to partners@returnlogic.com if you have questions about this integration. Learn more in Gladly Help Docs.
- [ScreenMeet Cobrowse Overview](https://help.gladly.com/docs/screenmeet-cobrowse-overview.md): Screenmeet is a real-time digital engagement platform that improves Support experiences. Learn more.
- [ScreenMeet Integration Toolkit](https://help.gladly.com/docs/screenmeet-integration-toolkit.md): The ScreenMeet integration is built and maintained by Gladly. Learn the basics of how the ScreenMeet integration works.
- [Set Up ScreenMeet Widget](https://help.gladly.com/docs/set-up-screenmeet-widget.md): Learn how to connect ScreenMeet to Gladly. See integration information here.
- [Manage Users](https://help.gladly.com/docs/manage-screenmeet-users.md): ScreenMeet Administrators can Activate or Deactivate users through the ScreenMeet Console. Learn more in Gladly Help Docs.
- [Start a Cobrowse Session With ScreenMeet](https://help.gladly.com/docs/start-a-cobrowse-session-with-screenmeet.md): Enhance your support experience by starting a co-browsing session with a Customer. Learn more in Gladly Help Docs.
- [Reports to Track CoBrowse Sessions](https://help.gladly.com/docs/reports-to-track-cobrowse-sessions-1.md)
- [How do I view ScreenMeet recordings?](https://help.gladly.com/docs/how-do-i-view-screenmeet-recordings.md): From the Customer's Conversation Timeline, find the link to the ScreenMeet recording. Recordings are stored in ScreenMeet, not in Gladly.
- [How do I get access to ScreenMeet?](https://help.gladly.com/docs/how-do-i-get-access-to-screenmeet.md): Contact your Team Manager to give you access to your team's ScreenMeet Cobrowse account. Learn more in Gladly Help Docs.
- [Segment Overview](https://help.gladly.com/docs/segment-overview.md): Segment is a Customer Data Platform (CDP), which simplifies collecting and using data from the users of your digital properties.
- [Segment Integration Toolkit](https://help.gladly.com/docs/segment-integration-toolkit.md): Learn the basics of how the Segment Source integration works. Visit Gladly Help Docs to learn more.
- [Set Up Segment Integration](https://help.gladly.com/docs/set-up-segment-integration.md): Learn how to connect Segment to Gladly. See integration information here.
- [Who do I contact if I need help with Segment?](https://help.gladly.com/docs/help-segment.md): Contact Gladly Support if you experience issues using Segment in Gladly. Learn more in Gladly Help Docs.
- [ShipHero for Gladly AI](https://help.gladly.com/docs/shiphero-for-sidekick.md)
- [Shipped Suite Overview](https://help.gladly.com/docs/shipped-suite-overview.md): Invisible Commerce Shipped Suite Integration Overview.
- [Shipped Suite Integration Toolkit](https://help.gladly.com/docs/shipped-suite-integration-toolkit.md): Learn the basics of how the Shipped Suite integration works.
- [Set Up Shipped Suite Integration](https://help.gladly.com/docs/set-up-shipped-suite-integration.md): Learn how to connect Shipped Suite to Gladly. See integration information here.
- [Who do I contact if I need help with Shipped Suite?](https://help.gladly.com/docs/help-shipped-suite.md)
- [Simplesat Overview](https://help.gladly.com/docs/simplesat-overview.md): Integration Simplesat with Gladly.
- [Simplesat Integration Toolkit](https://help.gladly.com/docs/simplesat-integration-toolkit.md): Discover how the Simplesat Integration Toolkit works and how it can streamline your processes. Learn more about the integration with Gladly on Simplesat.
- [Set Up Simplesat Integration](https://help.gladly.com/docs/set-up-simplesat-integration.md): Learn how to connect Simplesat to Gladly.
- [Who do I contact if I need help with Simplesat?](https://help.gladly.com/docs/help-simplesat.md): Contact Simplesat if you need help with Simplesat's integration with Gladly. Learn more in Gladly Help Docs.
- [Shopify Overview](https://help.gladly.com/docs/shopify-overview.md): Shopify is a cloud-based commerce platform designed for small and medium-sized businesses. Learn more in Gladly Help Docs.
- [Shopify Integration Toolkit](https://help.gladly.com/docs/shopify-integration-toolkit.md): The Shopify integration is built and maintained by Gladly. Learn the basics of how Shopify integration works.
- [Work With Shopify Actions](https://help.gladly.com/docs/work-with-shopify-actions.md): If you’re using Gladly’s integration with Shopify, Agents can now cancel orders, initiate order refunds, and issue discounts in Gladly.
- [Shopify Custom Attibutes and Metafields for Display and Routing](https://help.gladly.com/docs/shopify-custom-attibutes-and-metafields-for-display-and-routing.md): Learn how to display custom attributes and metafields from Shopify. Use these attributes for routing and displaying customer information in Gladly.
- [Set Up Shopify Integration](https://help.gladly.com/docs/set-up-shopify-integration.md): Learn how to connect Shopify to Gladly. See integration information here.
- [Install Shopify in UAT or Sandbox Environment](https://help.gladly.com/docs/install-shopify-in-uat-or-sandbox-environment.md): Looking to test your Shopify store? Follow our guide to set up Shopify in UAT/Sandbox for seamless testing and configuration.
- [Add Chat to Shopify ‘Checkout’ and ‘Thank You’ Page](https://help.gladly.com/docs/add-chat-to-shopify-checkout-and-thank-you-page.md): Improve your Shopify store's 'Checkout' and 'Thank You' pages with the Glad App. Enhance customer satisfaction and increase conversions.
- [Migrate From Shopify Private to Public App](https://help.gladly.com/docs/migrate-from-shopify-private-to-public-app.md): If you're still using the Gladly private Shopify app, complete the instructions on this page to transition to the public app.
- [Add Shopify Product Images](https://help.gladly.com/docs/add-shopify-product-images.md): Gladly searches Shopify for the featured image of a product or a collection to display product/collection images in the Customer Profile. Visit Gladly Help Docs to learn more.
- [Shopify Order Detail Features](https://help.gladly.com/docs/shopify-order-detail-features.md): See all Shopify Order Detail Features available in Gladly, which saves Agents time to manage or edit order details without needing to go to Shopify.
- [Refund, Discount, and Cancel Orders through Shopify Actions](https://help.gladly.com/docs/refund-discount-and-cancel-orders-through-shopify-actions-1.md): Gladly can be configured to allow orders from Shopify to be refunded, canceled, and discounted without leaving Gladly.
- [Update Shopify Order Notes](https://help.gladly.com/docs/update-shopify-order-notes.md): Internal notes about an order can be left in Shopify using the Notes field. See step-by-step instructions here to learn more.
- [Why are order details missing in the Customer Profile?](https://help.gladly.com/docs/why-are-order-details-missing-in-the-customer-profile.md): Relink a Customer Profile to Shopify.
- [Can I connect multiple Shopify instances to Gladly?](https://help.gladly.com/docs/can-i-connect-multiple-shopify-instances-to-gladly.md): While you can add multiple instances of Shopify through the Gladly UI, ensuring each instance has its own ORDER card requires additional configuration.
- [How do I uninstall Shopify from Gladly?](https://help.gladly.com/docs/how-do-i-uninstall-shopify-from-gladly.md): Log into your Shopify account and delete the Gladly app in the app page. Existing data in Gladly will not be deleted but no new data will be retrieved.
- [Can I limit Shopify Actions by Agent?](https://help.gladly.com/docs/can-i-limit-actions-on-shopify-by-agent-type-on-gladly.md): Shopify actions such as to refund or cancel an order is available to every Agent and cannot be restricted.
- [Who do I contact if I need help with Shopify?](https://help.gladly.com/docs/help-shopify.md): Contact Gladly Support if you need help with Shopify. Learn more in Gladly Help Docs.
- [Customer did not receive their order refund/cancellation email confirmation](https://help.gladly.com/docs/customer-did-not-receive-their-order-refundcancellation-email-confirmation.md): Trouble with order refunds? Find out why your customers may not be receiving email notifications and how to fix it.
- [Shopify for Gladly AI](https://help.gladly.com/docs/shopify-for-sidekick.md)
- [Skio for Gladly AI](https://help.gladly.com/docs/skio-app-for-gladly-ai.md)
- [Siena AI Overview](https://help.gladly.com/docs/siena-ai-overview.md): Siena AI Integration Overview.
- [Siena AI Integration Toolkit](https://help.gladly.com/docs/siena-ai-integration-toolkit.md): Learn the basics of how the Siena AI integration works.
- [Set Up Siena AI Integration](https://help.gladly.com/docs/set-up-siena-ai-integration.md): Learn how to connect Siena AI to Gladly. See integration information here.
- [What User / Agent does Siena use to respond to conversations?](https://help.gladly.com/docs/siena-ai-agent-in-conversations.md)
- [How do I know which conversations were automated by Siena?](https://help.gladly.com/docs/conversations-automated-by-siena.md): How to identify which conversations were managed/handled by Siena AI.
- [Who do I contact if I need help with Siena AI?](https://help.gladly.com/docs/help-siena-ai.md): Who do I reach out to for help with Siena AI integration?
- [Simplr Overview](https://help.gladly.com/docs/simplr-overview.md): Simplr provides a network of always-on Customer service specialists who act as an extension of a brand's Customer service team.
- [Simplr Integration Toolkit](https://help.gladly.com/docs/simplr-integration-toolkit.md): Simplr's integration with Gladly is built and maintained by Simplr. Learn the basics of how this integration works.
- [Set Up Simplr Integration](https://help.gladly.com/docs/set-up-simplr-integration.md): Learn how to connect Simplr to Gladly. See integration information here.
- [How is Simplr different from a traditional outsourcer or BPO?](https://help.gladly.com/docs/how-is-simplr-different-from-a-traditional-outsourcer-or-bpo.md): Simplr provides a more flexible and scalable solution. Learn more in Gladly Help Docs.
- [How are Simplr Agents able to keep our brand and tone?](https://help.gladly.com/docs/how-are-simplr-agents-able-to-keep-our-brand-and-tone.md): With Simplr, they train their Agents on their platform and their platform on your brand, tone, and product information.
- [How will we get visibility into the tickets that Simplr resolves?](https://help.gladly.com/docs/how-will-we-get-visibility-into-the-tickets-that-simplr-reso.md): Simplr’s platform syncs directly with Gladly. All Conversations still get routed directly to Gladly.
- [Smile.io Overview](https://help.gladly.com/docs/smileio-overview.md): Smile is an eCommerce marketing platform that helps brands drive growth by creating engaging experiences to build lasting customer relationships. Companies use Smile to boost sales by collecting & publishing Customer reviews and visual content. Learn more in Gladly Help Docs.
- [Smile Integration Toolkit](https://help.gladly.com/docs/smile-integration-toolkit.md): Get to know how the Smile integration works with Gladly. Learn more in Gladly Help Docs.
- [Set Up Smile.io Integration](https://help.gladly.com/docs/set-up-smileio-integration.md): Learn how to connect Smile.io to Gladly. See integration information here.
- [Why can’t I see custom attributes in the Customer Profile?](https://help.gladly.com/docs/why-cant-i-see-custom-attributes-in-the-customer-profile.md): A Smile Customer is associated with the Gladly Customer by email. Learn more in Gladly Help Docs.
- [Who do I contact if I need help with Smile?](https://help.gladly.com/docs/help-smileio.md): Contact Gladly Support if you need help with the Smile App. Learn more in Gladly Help Docs.
- [Spree Overview](https://help.gladly.com/docs/spree-overview.md): Spree is a complete open source e-commerce solution for multi-language and multi-currency global brands. Learn more in Gladly Help Docs.
- [Spree Integration Toolkit](https://help.gladly.com/docs/spree-integration-toolkit.md): The Spree integration with Gladly is built and maintained by Upside. Learn the basics of how Spree integration works.
- [Set Up Spree Integration](https://help.gladly.com/docs/set-up-spree-integration.md): Learn how to connect Spree to Gladly. See integration information here.
- [I'm using Gladly search and cannot find the events pushed from Spree. Why?](https://help.gladly.com/docs/unable-to-search-spree-events.md): At this time, the events created by external systems are not searchable via Gladly. Learn more.
- [How do we add more functionality to Spree?](https://help.gladly.com/docs/how-do-we-add-more-functionality-to-spree.md): As the Spree integration is open source, your development team can contribute or extend it. Learn more in Gladly Help Docs.
- [Who do I contact if I need help with Spree?](https://help.gladly.com/docs/help-spree.md): Contact Gladly Support if you experience issues using Spree in Gladly. Learn more in Gladly Help Docs.
- [View Gladly Conversations in SupporTrends](https://help.gladly.com/docs/view-gladly-conversations-in-supportrends.md): See Using the Gladly Integration with SupporTrends to learn how to review Conversations from Gladly in SupporTrends.
- [SupporTrends Overview](https://help.gladly.com/docs/supportrends-overview.md): SupporTrends is a platform that uses advanced AI and NLP to gather Customer sentiment and feedback from many sources for immediate analysis.
- [SupporTrends Integration Toolkit](https://help.gladly.com/docs/supportrends-integration-toolkit.md): SupporTrends integration with Gladly is built and maintained by SupporTrends. Learn the basics of how the SupporTrends integration works.
- [Set Up SupporTrends Integration](https://help.gladly.com/docs/set-up-supportrends-integration.md): Review important information, gather required details and see how to prepare before integrating SupporTrends with Gladly.
- [Where can I find more information about how to use SupporTrends?](https://help.gladly.com/docs/where-can-i-find-more-information-about-how-to-use-supportrends.md): Visit SupporTrend's help site for more information. General FAQs can be found on SupporTrend's help site as well.
- [Who do I contact if I need help with SupporTrends?](https://help.gladly.com/docs/help-supportrends.md): Send an email to support@supportrends.com or submit a support request. Learn more in Gladly Help Docs.
- [Swell Overview](https://help.gladly.com/docs/swell-overview.md): Swell is a customizable headless eCommerce platform that supports unique business models and Customer experiences. Swell’s goal is to make eCommerce accessible for everyone with a platform suitable for both B2C and B2B models. Visit Gladly Help Docs to learn more.
- [Swell Integration Toolkit](https://help.gladly.com/docs/swell-integration-toolkit.md): Learn the basics of how the Swell integration works. Visit Gladly Help Docs to learn more.
- [Set Up Swell Integration](https://help.gladly.com/docs/set-up-swell-integration.md): Learn how to connect Swell to Gladly. See integration information here.
- [Who do I contact if I need help with Swell?](https://help.gladly.com/docs/help-swell.md): Contact Alex Philippi if you have questions about the Swell integration with Gladly. Visit Gladly Help Docs to learn more.
- [Emplifi Overview](https://help.gladly.com/docs/emplifi-overview.md): Learn about Emplifi, a full-suite rating and review software that allows you to capture Customer voices before, during, and after the purchase process.
- [Emplifi Integration Toolkit](https://help.gladly.com/docs/emplifi-pixlee-integration-toolkit.md): Learn the basics of how the Emplifi integration with Gladly works.
- [Set Up Emplifi Integration](https://help.gladly.com/docs/set-up-emplifi-integration.md): Learn how to connect Emplifi to Gladly. See integration information here.
- [Who do I contact if I need help with Emplifi?](https://help.gladly.com/docs/help-emplifi.md): Contact Emplifi Support if you need help.
- [Yotpo on App Platform](https://help.gladly.com/docs/yotpo-on-app-platform.md)
- [Zinrelo Overview](https://help.gladly.com/docs/zinrelo-overview.md): Enhance customer experiences with the Zinrelo and Gladly integration. Agents can award and redeem loyalty points directly from Gladly for a personalized touch.
- [Zinrelo Integration Toolkit](https://help.gladly.com/docs/zinrelo-integration-toolkit.md): Learn how to integrate Zinrelo into your system with the Zinrelo Integration Toolkit.
- [Work With Zinrelo Actions](https://help.gladly.com/docs/work-with-zinrelo-actions.md): Simplify customer loyalty management with Zinrelo and Gladly. Award, redeem, and track loyalty points seamlessly in one platform.
- [Set Up Zinrelo Integration](https://help.gladly.com/docs/set-up-zinrelo-integration.md): Learn how to set up Zinrelo integration with Gladly in a few easy steps. Connect your Zinrelo API Key and Partner ID for seamless integration.
- [Why can’t I see custom attributes in the Customer Profile?](https://help.gladly.com/docs/why-cant-i-see-custom-attributes-in-the-customer-profile-for-zinrelo.md)
- [Who do I contact if I need help with Zinrelo?](https://help.gladly.com/docs/help-zinrelo.md): Submit a ticket to Zinrelo
- [PCI Pal Overview](https://help.gladly.com/docs/pci-pal-overview.md): Enhance customer experiences with the Zinrelo and Gladly integration. Agents can award and redeem loyalty points directly from Gladly for a personalized touch.
- [Does activating PCI Pal change the experience for callers who don't make a payment?](https://help.gladly.com/docs/does-activating-pci-pal-change-experience-for-callers-without-payment.md): Submit a ticket to Zinrelo
- [Is call recording still active during payment capture?](https://help.gladly.com/docs/is-call-recording-still-active-during-payment-capture.md): Submit a ticket to Zinrelo
- [Can my team see the card number during entry?](https://help.gladly.com/docs/can-my-team-see-the-card-number-during-entry.md): Submit a ticket to Zinrelo
- [Does this work with our existing IVR, routing rules, and Topics?](https://help.gladly.com/docs/does-this-work-with-our-existing-ivr-routing-rules-and-topics.md): Submit a ticket to Zinrelo
- [What if a number not in the PCI Pal scope receives a payment request?](https://help.gladly.com/docs/what-if-a-number-not-in-the-pci-pal-scope-receives-a-payment-request.md): Submit a ticket to Zinrelo
- [How long does setup take?](https://help.gladly.com/docs/how-long-does-setup-take.md): Submit a ticket to Zinrelo
- [What Is the Lookup Adaptor Debugger?](https://help.gladly.com/docs/what-is-the-lookup-adaptor-debugger.md): The Lookup Adaptor allows external sources to connect to Gladly to receive information. Learn more in Gladly Help Docs.
- [Debugger User Permission Requirement](https://help.gladly.com/docs/debugger-user-permission-requirement.md): To access and use the Lookup Adaptor Debugger tools in Gladly, a user must have the Developer or Administrator role. Learn more in Gladly Help Docs.
- [Test Auto-linking + Details Workflow](https://help.gladly.com/docs/autolinking-and-details-workflow.md): Use the Autolinking + Detailed Workflow debugger tool to understand what happens when Customers are automatically linked or unlinked to an external system. By using this tool, you can check for errors, view custom attributes, show query attributes, and more.
- [Test Basic + Detailed Workflow](https://help.gladly.com/docs/basic-and-detailed-workflow.md): The goal of this guide is to help you understand the process of using the Basic Search and Detailed Lookup workflow. Learn more in Gladly Help Docs.
- [Find Custom Attributes](https://help.gladly.com/docs/find-custom-attributes.md): The Lookup Adaptor allows you to pull custom attributes from apps you have connected to Gladly or from custom Lookup Adapters you have built. For example, suppose you have Shopify connected. In that case, you could pull a custom attribute that shows a Customer's lifetime value in their Customer Profile, or if you have a custom Lookup Adaptor so you can pull your Customer member IDs to Customer Profiles.
- [What is Liveboards?](https://help.gladly.com/docs/what-is-liveboards.md): Liveboards provide live updates on how contact center is performing, what your Agents are doing, and the trending Topics your Customers are reaching out about.
- [Staying Up to Speed with Liveboards](https://help.gladly.com/docs/staying-up-to-speed-with-liveboards.md): With Liveboards, you have the information you need to react fast when you need to. Maybe there’s a sudden spike in incoming phone calls.
- [Display Options for Liveboards](https://help.gladly.com/docs/display-options-for-liveboards.md): You have two main ways of viewing and sharing your Liveboard data: Desktop and TV view. Learn more in Gladly Help Docs.
- [Timezones on Liveboards](https://help.gladly.com/docs/timezones-on-liveboards.md): You can set your Liveboards to display in either your Organization Time or Local Time (i.e. the time zone that you’re currently in). more in Gladly Help Docs.
- [How to Use the Agents Liveboard](https://help.gladly.com/docs/how-to-use-the-agents-liveboard.md): The Agents Liveboard lets you see which Agents are actively helping a Customer, what Channel they are currently working on, who’s Away, or their Active status.
- [How to Use the Summary Liveboard](https://help.gladly.com/docs/how-to-use-the-summary-liveboard.md): The Summary Liveboard gives you a high-level snapshot of how your contact center is performing as a whole right now.
- [How to Use the Topics Liveboard](https://help.gladly.com/docs/how-to-use-the-topics-liveboard.md): The Topics Liveboard provides real-time tracking of what topics your customers are talking about in Gladly. Learn more in Gladly Help Docs.
- [How to Use the People Match Liveboard](https://help.gladly.com/docs/how-to-use-the-people-match-liveboard.md): People Match Liveboard allows you to check when and why Customers are matched with certain Agents. Learn more in Gladly Help Docs.
- [Why am I getting an error when filtering Liveboards?](https://help.gladly.com/docs/liveboards-filter-error.md): You can filter by up to 40 Teams or Inboxes. You'll see the error Whoops! Something went wrong. Click here to continue working if you go over 40 limit.
- [How do I remote log off Agents or change their status?](https://help.gladly.com/docs/remote-log-off-agent-or-change-status.md): When Agents become inactive or idle, they are automatically put in an Away state or logged out of Gladly based on your idle timing settings.

## Implementation

- [Implementation Packages](https://help.gladly.com/implementation/docs/implementation-packages.md): Browse the available Gladly implementation package options to find the perfect one for your business needs; from Essentials to Enterprise.
- [Value Added Services](https://help.gladly.com/implementation/docs/value-added-services.md): See the different types of Services that Gladly offers. Our team works closely with our clients to ensure you achieve your desired business outcomes.
- [Self-Guided Implementation Overview](https://help.gladly.com/implementation/docs/self-guided-implementation-overview.md): Review the suite of Gladly's implementation packages to fit your needs based on the complexity of your implementation.
- [Self-Guided Implementation Instructions](https://help.gladly.com/implementation/docs/self-guided-implementation-instructions.md): Learn how to implement Gladly with step-by-step instructions. Follow our self-guided implementation process to get started.
- [Infrastructure Requirements](https://help.gladly.com/implementation/docs/infrastructure-requirements.md): Ensure you have adequate network, software and hardware infrastructure to support Gladly. Read more in Gladly Help Docs.
- [Environment Access](https://help.gladly.com/implementation/docs/environment-access.md): At the beginning of your implementation, Gladly will assign you a unique subdomain. This subdomain will typically correspond with your company name.
- [Difference Between Sandbox and Production](https://help.gladly.com/implementation/docs/difference-between-sandbox-and-production.md): Some implementation packages include a Sandbox environment. If it does, you'll have access to an environment with an address like acme.gladly.qa.
- [Default Gladly Settings](https://help.gladly.com/implementation/docs/default-gladly-settings.md): Channels are accessible via the Channels page on Gladly. For more information on Channels, please read this article in Gladly Help Docs.
- [SSO Setup](https://help.gladly.com/implementation/docs/sso-setup.md): SSO allows Agents to access Gladly via an app controlled by your IT team vs. having their own username and passwords to Gladly.
- [Set Up Rules](https://help.gladly.com/implementation/docs/set-up-rules.md): Setting up Rules is an important step in establishing your workflow in Gladly. Get examples of how support teams can set up and use Rules in Gladly.
- [Adjust SLAs](https://help.gladly.com/implementation/docs/adjust-slas.md): SLAs (Service Level Agreements) are targets you would like your agents (or BPOs) to hit when serving Customers. Read more in Gladly Help Docs.
- [Update Agent Status (Active and Away Status)](https://help.gladly.com/implementation/docs/update-agent-status-active-and-away-status.md): Reasons allow Agents to categorize why they went Away from Gladly (e.g., Break). When an Agent is Away, they are not able to use the Gladly system.
- [Adjust Relationship Labels](https://help.gladly.com/implementation/docs/adjust-relationship-labels.md): Relationship Labels allow you to categorize relationships between one Customer to another. Customers can have as many relationships as you deem necessary.
- [Set Up Inbox](https://help.gladly.com/implementation/docs/set-up-inbox.md): Inboxes are used as a way to categorize types of work for specific Agent skills. The above is how your default Gladly instance is set up!
- [Adjust Idle Timing](https://help.gladly.com/implementation/docs/adjust-idle-timing.md): Gladly auto-sets an Agent to Away after a certain number of minutes inactive, then auto sets them to logged out after a certain number of minutes.
- [Schedule Reports](https://help.gladly.com/implementation/docs/schedule-reports.md): Gladly allows you to schedule ongoing reports to receive in your Inbox on a certain cadence. Read more.
- [Advanced Data Integrations](https://help.gladly.com/implementation/docs/advanced-data-integrations.md): Gladly has a variety of different APIs to get advanced workforce and Customer journey data. Review Advanced Data Integrations here.
- [Answers Setup](https://help.gladly.com/implementation/docs/answers-setup.md): See a step-by-step tutorial and best practices for how to use Answers with Gladly. Read more in Gladly Help Docs.
- [Set Up Topics](https://help.gladly.com/implementation/docs/set-up-topics.md): Gladly Topics allow Agents (and Rules) to disposition Conversations. Supervisors can then use this information to analyze Conversation history trends.
- [Set Up SMS](https://help.gladly.com/implementation/docs/set-up-sms.md): Setting up SMS is a crucial step in establishing your workflow in Gladly. Get a step-by-step tutorial & best practices to ensure a smooth SMS setup.
- [Set Up Email](https://help.gladly.com/implementation/docs/set-up-email.md): Email entry points allow Agents to receive emails in Gladly from Customers. Learn more in Gladly Help Docs.
- [Set Up Chat](https://help.gladly.com/implementation/docs/set-up-glad-app.md): The Gladly Sidekick a chat widget you embed on your site that will allow your Customers to either search for Answers or interact with your agents in real-time.
- [Set Up WhatsApp](https://help.gladly.com/implementation/docs/set-up-whatsapp.md): WhatsApp can be configured as an entry point in Gladly. This allows customers to interact with your agents via WhatsApp.
- [Set Up Voice & IVR](https://help.gladly.com/implementation/docs/set-up-voice-ivr.md): Setting up the Voice service is a way for Customers to dial in and interact with your Agents for support. Read more in Gladly Help Docs.
- [Set Up Facebook Messenger](https://help.gladly.com/implementation/docs/set-up-facebook-messenger.md): Facebook Messenger can be configured as an entry point in Gladly. This allows customers to interact with your agents via Facebook Messenger.
- [Set Up Instagram](https://help.gladly.com/implementation/docs/set-up-instagram.md): Learn how to configure Instagram Messaging an entry point in Gladly.
- [Set Up Help Center](https://help.gladly.com/implementation/docs/set-up-help-center.md): Learn how to set up a help center on your website to provide self-service options for your customers and free up your agents' time for high-value tasks.
- [Get Your API tokens](https://help.gladly.com/implementation/docs/get-your-api-tokens.md): API tokens are required to use the Gladly APIs for security and authentication purposes. These can be created within the Gladly UI.
- [Customer Profile Integration](https://help.gladly.com/implementation/docs/customer-profile-integration.md): Customer profile integrations are used to pull additional customer data from an external data source. Learn more in Gladly Help Docs.
- [Historical Conversation Item Data Import](https://help.gladly.com/implementation/docs/historical-conversation-item-data-import.md): Gladly can import historical conversations (and their corresponding contact information) from several popular customer service platforms. Read more.
- [Other Integrations](https://help.gladly.com/implementation/docs/other-integrations.md): Gladly has a variety of other out-of-the-box integrations that can be configured directly via Gladly or via a partner's site. Learn more here.
- [Set Up Contact Forms](https://help.gladly.com/implementation/docs/set-up-contact-forms.md): Allows Customers to fill out a Contact Us form to submit a support request. Learn more in Gladly Help Docs.
- [Testing Checklist](https://help.gladly.com/implementation/docs/testing-checklist.md): Step-by-Step Tutorial & Best Practices checklist in Gladly Help Docs. Read more.
- [Set Up Agents and Supervisors](https://help.gladly.com/implementation/docs/set-up-agents-and-supervisors.md): Gladly allows you to enable accounts for your agents and supervisors as needed, either via CSV or manual one-by-one creation. Read more in Gladly Help Docs.
- [Prepare For Launch](https://help.gladly.com/implementation/docs/prepare-for-launch.md): The week-of-launch activities and checklist below will help ensure a smooth transition onto the Gladly platform.
- [Launch Gladly](https://help.gladly.com/implementation/docs/launch-gladly.md): Perform these verifications to ensure that everything is running smoothly, and your customer service doesn't have any interruptions.
- [Features and Capabilities](https://help.gladly.com/implementation/docs/features-and-capabilities.md): Want to know what tools Gladly offers so brands can better serve customers? Read our detailed Features and Capabilities list here.
- [Introduction to Support](https://help.gladly.com/implementation/docs/introduction-to-support.md): After your implementation team has rolled out your Gladly project, you will be invited to join the Support portal. Learn more in Gladly Help Docs.
- [Post Launch Steps](https://help.gladly.com/implementation/docs/post-launch-steps.md): After your implementation is completed, you will be formally introduced to the Gladly Customer Success program. Learn about it here.
- [Expansions Best Practices](https://help.gladly.com/implementation/docs/expansions-best-practices.md): Gladly can provide a seamless experience for agents and customers and allow for ease of training and consolidation of knowledge and resources.
- [Sign Up for Release Notes and Product Updates](https://help.gladly.com/implementation/docs/sign-up-for-release-notes-and-product-updates.md): Learn how to sign up to receive important Gladly product release updates and notifications. Gladly also offers weekly updates under Release Notes.
- [Getting Started with Gladly Support](https://help.gladly.com/implementation/docs/getting-started-with-gladly-support.md): This section is applicable to you and your team only if you've launched Gladly! If you are not yet launched, please continue working with implementation team.
- [Filing a Support Issue](https://help.gladly.com/implementation/docs/filing-a-support-issue.md): Can't find the answer to your questions on our product documentation website? No problem! Just contact our Support Team for additional help.
- [Setting Up Your Support Account](https://help.gladly.com/implementation/docs/setting-up-your-support-account.md): Learn the steps to setting up your support account and ensure smooth communication with Gladly.
- [Invoice and Billing Overview](https://help.gladly.com/implementation/docs/invoice-and-billing-overview.md): Use this document to help understand the types of invoices you may get from Gladly and what to expect in each one.
- [Track User Events for Billing Purposes](https://help.gladly.com/implementation/docs/track-user-events-for-billing-purposes.md): See how to track User Events for billing purposes in this easy-to-read chart with Used Category, Metric, Channel and Event.

## Developer Tutorials

- [Introduction to App Platform](https://help.gladly.com/developer-tutorials/docs/app-platform-overview.md)
- [Getting Started with Gladly App Platform](https://help.gladly.com/developer-tutorials/docs/getting-started-with-gladly-app-platform.md)
- [Building Your App](https://help.gladly.com/developer-tutorials/docs/quickstart.md): Integrate external systems with Gladly using the App Platform. Learn to create Apps, configure Actions, and enhance customer service workflows effectively.
- [Installing and Managing Apps](https://help.gladly.com/developer-tutorials/docs/installing-and-managing-apps.md)
- [App Building How-To](https://help.gladly.com/developer-tutorials/docs/app-building-how-to.md)
- [Understand Your Use Cases](https://help.gladly.com/developer-tutorials/docs/understand-your-use-cases.md): You know Customers and needs, so the framework to build your Gladly integration centers around that relationship. This guide exists to facilitate that process.
- [Technical Planning](https://help.gladly.com/developer-tutorials/docs/technical-planning.md): Unlock the full potential of your Gladly integration with technical planning integrations. Deliver exceptional customer experiences and provide personalized service using Gladly API.
- [Setup and Testing](https://help.gladly.com/developer-tutorials/docs/setup-and-testing.md): Now you can test the myriad possibilities of the Gladly API in secure space. This guide will help you wrap your head around the testing and iteration process.
- [Useful Resources](https://help.gladly.com/developer-tutorials/docs/useful-resources.md)
- [Visualizing App Data with Cards](https://help.gladly.com/developer-tutorials/docs/cards-introduction-and-reference-guide.md)
- [Concepts Overview](https://help.gladly.com/developer-tutorials/docs/architecture-2.md): Integrate external systems with Gladly using the App Platform. Learn to create Apps, configure Actions, and enhance customer service workflows effectively.
- [GraphQL in Apps](https://help.gladly.com/developer-tutorials/docs/graphql-in-gladly.md)
- [Apps Configurations](https://help.gladly.com/developer-tutorials/docs/configurations.md)
- [Data Pulls](https://help.gladly.com/developer-tutorials/docs/data-pulls-1.md)
- [Actions](https://help.gladly.com/developer-tutorials/docs/data-pulls.md)
- [Card Language Reference (version 1.1)](https://help.gladly.com/developer-tutorials/docs/card-language-reference.md): Explore the Card Root component and its attributes, including ColumnGroup, Divider, and various data components for effective content organization.
- [About appcfg](https://help.gladly.com/developer-tutorials/docs/about-appcf.md)
- [Install appcfg](https://help.gladly.com/developer-tutorials/docs/install-appcfg.md)
- [Autocompletion](https://help.gladly.com/developer-tutorials/docs/autocompletion.md)
- [Develop an App](https://help.gladly.com/developer-tutorials/docs/generate-project-code.md)
- [Install an App](https://help.gladly.com/developer-tutorials/docs/appcfg-apps-install.md)
- [Configure an App](https://help.gladly.com/developer-tutorials/docs/configure-an-app.md)
- [FAQ](https://help.gladly.com/developer-tutorials/docs/clone-installing-and-managing-apps.md)
- [App Platform Apps Development](https://help.gladly.com/developer-tutorials/docs/app-platform-apps-developement.md): Integrate AI models like Claude or Gemini into your Gladly App Platform workflow, streamlining REST-via-GraphQL configurations for efficient data handling.
- [Sidekick + App Platform Tutorial](https://help.gladly.com/developer-tutorials/docs/sidekick-app-platform-tutorial.md): Learn how to enhance Sidekick Threads with custom applications using the App Platform. Build integrations and retrieve external data to improve customer experience.
- [App Platform Tutorial](https://help.gladly.com/developer-tutorials/docs/app-platform-tutorial.md): Learn how to build integrations using the App Platform with this comprehensive tutorial. From Go Templating to GraphQL, acquire the skills needed for success.
- [Build a Card for the Customer Profile](https://help.gladly.com/developer-tutorials/docs/build-a-card-for-the-customer-profile.md): Learn to build customizable Cards in Gladly to display rich customer order data, enhancing your app's user experience with dynamic layouts.
- [What is an App Action?](https://help.gladly.com/developer-tutorials/docs/what-is-an-app-action.md)
- [Custom Actions Page Overview](https://help.gladly.com/developer-tutorials/docs/app-actions-settings-overview.md)
- [Anatomy of an App Action](https://help.gladly.com/developer-tutorials/docs/anatomy-of-an-app-action.md)
- [Create and Configure an App Action](https://help.gladly.com/developer-tutorials/docs/create-and-configure-an-app-action.md)
- [Step Types](https://help.gladly.com/developer-tutorials/docs/step-types.md)
- [App Action Inputs, Variables, and JSONPath](https://help.gladly.com/developer-tutorials/docs/working-with-parameters.md)
- [Manage App Action Versions](https://help.gladly.com/developer-tutorials/docs/manage-app-action-versions.md)
- [App Action Walkthrough: End-to-End Example](https://help.gladly.com/developer-tutorials/docs/app-action-walkthrough-end-to-end-example.md)
- [Introduction to Data Warehouse Integrations](https://help.gladly.com/developer-tutorials/docs/introduction-to-data-warehouse.md): Unlock the full potential of your data warehouse with Gladly's data APIs. Extract raw data from Gladly for bulk analysis and enhanced business intelligence.
- [Ingest Conversation Contents](https://help.gladly.com/developer-tutorials/docs/ingest-conversation-contents.md): Optimize your data analysis with chat message storage in your data warehouse. Learn how to ingest conversation contents for deeper insights.
- [Ingest Contact Center Performance Data](https://help.gladly.com/developer-tutorials/docs/ingest-contact-center-performance-data.md): Enhance your Contact Center reporting by ingesting performance data into your data warehouses. Learn how to analyze agent productivity and optimize your operations.
- [Ingest Raw Event Data](https://help.gladly.com/developer-tutorials/docs/ingest-raw-event-data.md): Learn how to easily ingest raw event data from Gladly and access real-time information for your analytics.
- [Data Model Notes](https://help.gladly.com/developer-tutorials/docs/data-model-notes.md): Learn about the importance of data modeling and how it impacts Customer Profiles in Gladly. Understand how unique IDs and conversation IDs work in different scenarios.
- [Reporting API Metric Set Identifiers](https://help.gladly.com/developer-tutorials/docs/reporting-api-metric-set-identifiers.md): Discover how to access OOTB Reports via API with the Reporting API Metric Set Identifiers guide.
- [Code Samples](https://help.gladly.com/developer-tutorials/docs/code-samples-repository.md): Explore Gladly's code sample repository and discover helpful code examples for your development needs. Find samples for Lookup Adaptors, REST API use cases, and more.
- [Delete Customer Profiles](https://help.gladly.com/developer-tutorials/docs/delete-customer-profiles.md): Simplify your data subject request process with the Delete Customer API. Learn how to automatically delete Customer Profiles in this developer guide.
- [Manage Public Answers](https://help.gladly.com/developer-tutorials/docs/manage-public-answers.md): Easily manage and update Customer-facing FAQs and help information with the help of the Manage Public Answers via API feature.
- [Default API Rate Limits](https://help.gladly.com/developer-tutorials/docs/default-api-rate-limits.md): Learn about default API rate limits and how they affect organizations that send many requests quickly.
- [Creating Conversations and Tasks on Gladly](https://help.gladly.com/developer-tutorials/docs/creating-conversation-and-tasks-in-gladly.md): Explore the benefits and drawbacks of creating conversations and tasks on Gladly API. Enhance customer support and streamline your workflow.
- [Test the REST API With Postman](https://help.gladly.com/developer-tutorials/docs/test-the-rest-api-with-postman.md): A quick way to test and get familiar with the Gladly REST API is to utilize Postman, an API debugging tool.
- [Test Webhooks With ‘webhook.site’](https://help.gladly.com/developer-tutorials/docs/test-webhooks-with-webhooksite.md): A quick way to test and get familiar with the Gladly Webhooks is to utilize webhook.site, a webhook debugging tool.
- [Messaging Automation APIs FAQs](https://help.gladly.com/developer-tutorials/docs/messaging-automation-apis-faqs.md): Explore FAQs for the collection of Message Automation APIs, which facilitate communication between a Customer over Gladly and 3rd party services.
- [Introduction to Lookup Adaptor](https://help.gladly.com/developer-tutorials/docs/introduction-to-lookup-adaptor.md): The Gladly Lookup Adaptor is a piece of middleware you host and maintain that displays additional information about a Customer from your external sources.
- [Authentication](https://help.gladly.com/developer-tutorials/docs/authentication.md): Learn about basic authentication for the Lookup Adaptor and how it can be used for custom integrations and troubleshooting.
- [Architecture](https://help.gladly.com/developer-tutorials/docs/architecture.md): Understand the inner workings of the Lookup Adaptor architecture and how it enables seamless data retrieval and routing in Gladly.
- [Request Signing](https://help.gladly.com/developer-tutorials/docs/request-signing.md): Discover the importance of using a Signing Key when setting up a Lookup Adaptor and learn how it enhances request security.
- [Auto-Linking, Basic Search and Detailed Lookup](https://help.gladly.com/developer-tutorials/docs/auto-linking-basic-search-and-detailed-lookup.md): Learn about auto-linking, basic search, and detailed lookup requests in Gladly's Customer Lookup. Find out how to structure your requests and handle the response.
- [Transactions](https://help.gladly.com/developer-tutorials/docs/transactions.md): Transactions represent a variable list of activity pertaining to the customer. This guide gives detailed information on transactions and their use.
- [Data Behavior](https://help.gladly.com/developer-tutorials/docs/data-behavior.md): Discover the importance of understanding data behavior in Gladly. Learn how to enable detailed lookup results and optimize customer profiles effortlessly.
- [What are Lookup Adaptor Actions?](https://help.gladly.com/developer-tutorials/docs/what-are-lookup-adaptor-actions.md): Boost your Gladly integration with Actions. Easily perform tasks and activities within Gladly, eliminating the need to switch between external systems.
- [Lookup Adaptor Actions Setup](https://help.gladly.com/developer-tutorials/docs/lookup-adaptor-actions-setup.md): App Actions allows companies to extend UI to add functionality that Gladly does not natively provide, including the ability to call into other systems.
- [Sync Customer Profile Edits With Your System of Record](https://help.gladly.com/developer-tutorials/docs/sync-customer-profile-edits-with-your-system-of-record.md): Once created, keeping your data in sync with Gladly will help optimize your systems. This guide has information on sync maintenance and Customer Profile edits.
- [Programmatic Creation of Customer Profiles](https://help.gladly.com/developer-tutorials/docs/programmatic-creation-of-customer-profiles.md): Use the Lookup Adaptor to bring Customer information from other systems to Gladly.
- [Best Practices](https://help.gladly.com/developer-tutorials/docs/best-practices.md): Ensure fast response times and secure practices with your Lookup Adaptor. Discover best practices for load testing, authentication, and more.
- [FAQs](https://help.gladly.com/developer-tutorials/docs/faqs.md): Having trouble with lookup adaptor? Our FAQ guide provides solutions to common auto-linking issues for a seamless experience.