Team Assist is enabled per team. Agents only have access to Team Assist if they belong to a team with the feature turned on. As an Admin, you can control which Agents have access, scope the Answers Team Assist draws from, and configure the shortcut buttons agents see when they open Team Assist.
Enable Team Assist for a team
Go to Settings and select Teams under People.
Find the team you want to enable Team Assist for and select it to open the edit view. You can also create a new team if needed.
Under Enable features, check the Team Assist checkbox.
Select Save.
Repeat for each team that should have access to Team Assist. Agents who belong to multiple teams only need Team Assist enabled on one of those teams to access it.
To remove access for a team, uncheck the Team Assist checkbox in the team's settings and save.
Map Audiences for Team Assist
If you use Audiences to segment Answers by brand, region, language, or internal use, you can map those Audiences to specific Inboxes or Entry Point addresses. Once mapped, Team Assist only draws from the Answers in the matching Audience for Conversations that come through that Inbox or endpoint.
Without a mapping, Team Assist reads from your entire Answers knowledge base, same as always.
Mapping is based on where the Customer reaches out
The Inbox or endpoint address where a Conversation came in on, not where the Agent handling it sits or which team they belong to. An Agent working any Inbox sees Team Assist scoped to that Inbox's mapped Audience, regardless of the Agent's own location or team.
When to use Audience mapping
Two common setups:
Region or language routing. If you have region or language-specific Entry Points (e.g., a French email address or French chat endpoint), map that endpoint to your French Audience. Team Assist then references French-language Answers for any Conversation that comes in through it, rather than pulling from Answers in every language.
Internal vs. Customer-facing separation. If some Answers are meant only for a specific brand or for internal use, map the Inbox that handles that traffic to the matching Audience. For example, map a brand-specific Inbox to that brand's Audience, or map an internal escalations Inbox to an internal-only Audience so Team Assist doesn't surface Customer-facing content there.
Map an Audience to an Inbox or endpoint
Go to Settings and select Team Assist under Agent Experience.
Scroll to Inbox audiences to map by Inbox, or Endpoint address audiences to map by a specific Email, Chat, SMS, or Phone address.
Click Add mapping.
Select the Inbox or endpoint address from the dropdown.
Select one or more Audiences to map to it.
Click Save.
Repeat for each Inbox or endpoint you want scoped. Any Inbox or endpoint left unmapped is unaffected – Team Assist continues to draw from your full Answers library for those Conversations.
Configure Canned responses
Canned responses are the shortcut buttons Agents see at the start of a Team Assist session, before any prompts have been sent.
The panel starts empty
When you first turn on Team Assist for a team, the Canned responses panel has no buttons in it. Agents won't see any shortcuts until you add some, so it's worth setting up a starting set before rolling Team Assist out to a team.
Add your starting set
Gladly provides three pre-written templates to get you started:
Catch me up: Summarizes the current Conversation – what the Customer needs, what's been done, and where things stand.
Summarize this customer: Gives a quick summary of the customer's profile, preferences, and past interactions.
Suggest a reply: Drafts a starting response based on the current Conversation and Customer context.
To add them:
Go to Settings and select Team Assist under Agent Experience.
In the Canned responses section, select Browse library.
Click Use next to each template you want to add.
Manage Canned responses
Go to Settings and select Team Assist under Agent Experience.
The Canned responses section lists all current buttons with their label and message.
To add a new button, select Add response, enter a label and a message, and save.
To edit an existing button, select Edit next to it, make your changes, and save.
To remove a button, select Delete next to it.
Each button has two parts: a label (the text that appears on the button in the workspace) and a message (the actual prompt sent to Team Assist when the button is clicked).
Canned responses, including the starter templates, are fully customizable. Edit the label or message on any button, remove ones your team doesn't use, or add your own.
You can also select Browse library to choose from a set of pre-written prompt options.
Tips for writing effective button prompts
A button's message is the actual prompt Team Assist receives, so the quality of the prompt determines the quality of the response. Keep these guidelines in mind when writing custom button messages:
It has to work as the first message. A canned response is often the first thing sent in a session, with no earlier back-and-forth to lean on. Write the prompt so it stands on its own, rather than assuming Team Assist already has context beyond the Conversation itself.
Describe the need, not a tool. Tell Team Assist the outcome you want (e.g., "draft a reply offering a refund") instead of naming a feature or action (e.g., "use the refund tool").
Be specific, and anchor length with a number. Vague prompts produce vague responses. Instead of "summarize this," specify what to include and how long the result should be — for example, "Summarize this conversation in 3 sentences."
State who the response is for. Let Team Assist know whether the output is for the Agent (internal, shorthand is fine) or a draft meant for the Customer (should be polished and on-brand).
Stay under 1,000 characters. Button messages have a 1,000-character limit, so keep prompts concise enough to leave Team Assist room to work with the Conversation's own context.
Alwasys test new buttons with a few real Conversations before rolling them out to your team.
Report on Team Assist activity
Reporting on Team Assist adoption and performance is available today. Reach out to your Account Manager or Gladly Support and they can share a reporting view scoped to your organization.
Adoption and usage
These metrics show whether your team is using Team Assist:
Team members with an active session: how many team members used Team Assist in the period.
Team Assist sessions: the number of sessions started.
Sessions per team member: how much each team member relies on it.
Session depth: how many back-and-forths happen in a session before it's closed.
Performance
These metrics show whether Team Assist is helping once it's used:
First contact resolution, assisted vs. not: first contact resolution compared for Conversations handled with Team Assist versus without.
Contacts completed per team member: volume handled, with Team Assist versus without.
Handle time, assisted vs. not: Conversation handle time compared for Conversations handled with Team Assist versus without.
In-product reporting is coming soon
Until it's available, your Gladly team is the fastest way to see how Team Assist is performing for your organization.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.