Assign Agent for Resolved Conversations Handled by Gladly AI

For integrations that require association with an Agent ID, you can assign an Agent to Conversations that have been handled and fully resolved by Gladly AI without a handoff.

This setting is especially useful for CSAT integrations, like Medallia CSAT that must tie survey results or reporting data to a specific Agent record.

Before you start

• This setting is primarily used for CSAT integrations that require associating responses with an Agent.

  • Once configured, Conversations fully resolved by Gladly AI(without a handoff) will be automatically assigned to the selected Agent.

• Consider which Agent type makes the most sense for your reporting and integrations—CSAT results and other attribution data will be tied to this Agent.

• We recommend creating a new user specifically for Sidekick, using a clear name (for example, "Gladly User"), so Administrators and Team Managers can easily identify it in associated reporting.

Use case

A Customer reaches out with a question about an order status. Gladly AIrecognizes the intent, retrieves the relevant order information, and provides the answer—fully resolving the Conversation without a handoff to a live Agent.

Because the Conversation never reached a human, your CSAT integration does not have an Agent to associate with the interaction. By assigning a dedicated Gladly AIUser as the default Agent for these resolutions within Conversation Workflow settings, the CSAT system records Gladly AIas the “Agent,” ensuring accurate tracking and enabling you to include Sidekick-handled responses in your CSAT reporting.

Configure the assigned Agent

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, select Conversation Workflow.

4. Find the Gladly Assigned Agent section.

5. Select the desired Agent from the dropdown.

6. Click Save.