Set Up 'Basics'

The Basics tile lets you define how your Gladly Agent (formerly known as a Sidekick Profile) introduces itself and represents your brand to Customers. These settings control the Agent’s name, company identity, and how it greets Customers across Conversations.

You can update these fields at any time to refine how your Agent presents itself and aligns with your brand voice.

[A] – Sidekick name

[B] – Company name

[C] – Company description

[D] – Greeting

[E] – Greeting guidance field & settings

Access the Basics tile

To set up or edit your Gladly Agent’s Basics:

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

2. Click Guides.

3. Select the desired Gladly Agent.

4. Select Basics.

From here, you can configure the following fields.

Sidekick name (optional)

How do you want the Gladly Agent to introduce itself?

Use this field to give your Agent a friendly, human-like name that it will use when introducing itself to Customers.

Best practices

• Keep it short and recognizable

• Avoid names that could be confused with a current human Agent

• Make sure it aligns with your brand tone (e.g., professional, playful, neutral)

Example

If you enter Remi, your Agent may introduce itself as:

Hi! I’m Remi, Retalé’s AI Agent.

Company name

This is the name of your company as it should appear in Agent introductions and responses.

Gladly uses this value to clearly associate your Agent with your brand when communicating with Customers.

Best practices

• Use your official brand or business name

• Avoid abbreviations unless they are Customer-facing and widely recognized

Example

Retalé

Company description

The Company description section helps your Gladly Agent understand how to talk about your business when Customers ask questions about your brand, as well as generate consistent, on-brand responses that align with your company’s ethos and offerings overall.

Best practices

• Keep it concise and Customer-friendly

• Focus on what you offer and what makes you distinct

• Avoid internal or technical language

Example

A shoes and accessories company specializing in high-quality, handcrafted footwear.

Greeting

The Greeting section controls how your Gladly Agent welcomes Customers at the start of a Conversation.

This can include both the content of the greeting and how it is generated, giving you flexibility to use AI-powered greetings or a fixed message.

Greeting guidance field

Currently, Dynamic and Static greeting configuration applies only to Voice AI.

Other channels (such as Email and Chat) will continue to use their existing greeting behavior for now.

Support for configuring greetings across additional Channels is coming soon.

This text field is used differently depending on your selected Dynamic or Static option:

• Dynamic: Enter tone, style, or content guidance for AI-generated greetings

• Static: Enter the exact greeting message you want your Gladly Agent to greet Customers with every time

Make sure your guidance or message reflects:

• Your brand voice

• Your desired level of formality

• Any specific phrasing you want included (like the company name)

Dynamic vs Static greetings

You can choose how your greetings are delivered by configuring greetings to be dynamically generated using guided AI prompts, or by using a static, predefined message. Both options are easily managed from the Basics tile, and can be controlled on the Gladly Agent level.

Configure a dynamic greeting

When Dynamic is selected within the Greeting section, Gladly uses AI to generate greetings based on the guidance you provide in the text field below.

This allows greetings to:

• Vary naturally across Conversations

• Adapt tone based on your instructions

• Sound more conversational and less repetitive

To set up a dynamic greeting, select Dynamic within the Greeting section and use the guidance field to describe how you want your greeting to sound, for example:

• “Mention the brand name and sound cheerful but not overly casual”

• “Be warm, concise, and professional”

• “Friendly and upbeat, but still polished”

Gladly will generate greetings that follow these instructions and begin Customer Conversations accordingly.

Configure a static greeting

When Static is selected, Gladly will use a single, fixed greeting message that you define.

This ensures:

• Every Customer sees the exact same greeting

• Maximum consistency across Conversations

• Full control over wording and tone

To set up a static greeting, select Static within the Greeting section and enter the exact greeting you want Customers to see, such as:

Hi! I’m Remi, Retalé’s AI Assistant. How can I help today?

Gladly will use this message verbatim for all new Conversations.

Tips for managing Basics effectively

• Revisit Basics when updating your brand voice or positioning

• Keep names and descriptions Customer-facing

• Test greetings to ensure they feel natural

• Use Dynamic greetings for flexibility and personality, Static for strict consistency