Set Up 'Basics'

The Basics tile lets you define how your Gladly Agent 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] – Gladly AI name

[B] – Company name

[C] – Company description

[D] – Voice Channel greeting guidance & settings

[E] – AI signature configuration by Channel (Chat, SMS, and Email)

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.

Gladly AI 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.

Add a 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.

Currently, the Greeting section applies only to Voice AI

Other Channels (Email, Chat, SMS) will continue to use their existing greeting behavior for now. Support for configuring greetings across additional Channels is coming soon.

Configure sign-offs for responses sent via text-based Channels within the Signatures section.

Greeting guidance field

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.

Configure a signature

Signatures allow you to automatically append specific text to the end of every message sent by Gladly AI. Set unique signatures for different communication channels, including SMS, Chat, and Email. For Voice Channel, use the Greeting section to customize how Voice AI welcomes Customers.

Add a signature by Channel

To configure your signatures, follow these steps:

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

2. Select Guides.

3. Select the desired Gladly Agent.

4. Select Basics.

5. Navigate to the Signatures section.

6. Click + Add Channel signature.

7. Select the specific Channel you wish to configure (Chat, SMS, or Email) from the dropdown menu.

8. Choose a Dynamic or Static signature style.

   Just like Voice greetings, signatures can be configured as Dynamic or Static

   • Dynamic: AI uses guidance to generate a signature based on your instructions.

   • Static: AI appends the exact text you enter into the field to every response.

9. Input the desired signature for that Channel.

   The signature editor field supports Markdown

   If you want to include rich text elements—such as bolding, images, or links to your privacy policy—you must use Markdown syntax within the signature textbox. Learn more about using Markdown in signatures.

10. Repeat as needed. You can set a unique, different signature for each available Channel.

Use Markdown for Rich Text in Gladly AI signatures

Use this table as a quick reference for the most common Markdown commands supported in the signature editor. Remember that using these commands is the only way to achieve rich text formatting (like bolding or hyperlinks) within your Gladly AI signatures.

Example signatures

You can copy and paste these examples directly into the Basics signature field and swap out the placeholder information with your own.

Example 1: Professional Email signature

This example uses headers, bolding, and a horizontal rule to create a clean, structured look.

***
**The Gladly Team** *Helping you stay connected* [Visit our Help Center](https://help.gladly.com)  
For urgent matters, contact <support@gladly.com>

Example 2: Minimalist Chat/SMS signature

For briefer Channels like Chat or SMS, use soft line breaks (three spaces at the end of the line) to keep the layout tight.

Best,   
**Your Team** [Privacy Policy](https://yourbrand.com/privacy)

Example 3: Multi-link Signature

If you need to provide several resources, an unordered list is the best way to keep them organized.

---
**Quick Links:**
* [Track My Order](https://yourbrand.com/track)
* [Return Policy](https://yourbrand.com/returns)
* [Visit our FAQs](https://yourbrand.com/faqs)

Tips for managing Basics effectively

• Revisit Basics when updating your brand voice or positioning

• Keep names and descriptions Customer-facing

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

• Test dynamic greetings and signatures to ensure they feel natural

• Test static signatures to ensure Markdown formatting is correct