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Introduction

1
  • Introduction to Developer Tutorials
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Lookup Adaptor

10
  • Authentication
  • Data Behavior
  • Sync Customer Profile Edits With Your System of Record
  • Request Signing
  • What are App Actions?
  • App Actions
  • Auto-Linking, Basic Search and Detailed Lookup
  • Introduction
  • Transactions
  • Architecture
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Reports Key Concepts

8
  • Workforce Management (WFM) Key Metrics
  • Data Dictionary
  • Metric Attribution
  • Datasets
  • Metrics Glossary
  • Time Anchors
  • Report Concepts
  • Metrics in Detail
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Get Started With Conversations

5
  • Next and Close & Next Button Behavior
  • What’s the Difference Between a Conversation and a ‘Ticket’?
  • What is a Conversation?
  • Conversation Status (New, Open, Waiting, Closed)
  • Export Conversation Transcripts
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Routing Overview

6
  • Routing Priority by Channel
  • SLA Benchmarks
  • How SLA Impacts Routing
  • How Routing Works
  • Routing Concepts
  • What Is Routing?
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Get Started With Answers

3
  • Answer Type Definitions
  • What is Answers?
  • What are Keyword Groups?
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Agents

9
  • Payments by Agent
  • Agent Login Time
  • Agent Away Time
  • First Contact Resolution by Agent
  • Agent Timestamps
  • Agent Durations
  • Agent Summary
  • Agent Summary Glance
  • Work Sessions
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Get Started With Insight Builder

3
  • Interact With Insight Builder
  • What is Insight Builder?
  • New to Insight Builder? Start Here
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Get Started With SMS

3
  • Messaging Protocols (SMS/MMS)
  • Types of SMS Numbers
  • SMS and MMS Send Status
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Get Started With Business Hours

2
  • Prepare to Use Business Hours
  • What is Business Hours?
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Get Started With Integrations

2
  • Identify Integrated Systems
  • Introduction to App Integrations
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Get Started With Recharge

2
  • Recharge Overview
  • Recharge Integration Toolkit
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Start Implementation With Gladly

2
  • Value Added Services
  • Implementation Packages
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Chat

1
  • Accept and Reply to Chat Messages
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Get Started with ReturnLogic

2
  • ReturnLogic Integration Toolkit
  • ReturnLogic Overview
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Payment Through Chat

2
  • Automatic Redaction of Credit/Debit Card Numbers
  • Collect Payments Over Chat
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Get Started With Threads

1
  • What are Threads?
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Structured Thread Components

2
  • Anonymous Actions
  • Pivots
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Actions and Sub-Actions

1
  • Actions Overview
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Sidekick Fundamentals

2
  • Sidekick Experience Overview
  • What is Sidekick?
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Lookup Adapter

1
  • Leverage Existing Lookup Adaptor Data for Sidekick
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2024 Releases

12
  • December Releases
  • November Releases
  • October Releases
  • September Releases
  • August Releases
  • July Releases
  • June Releases
  • May Releases
  • April Releases
  • March Releases
  • February Releases
  • January Releases
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Get Started With Freeform Topics

2
  • Prepare To Use Freeform Topics
  • What is Freeform Topics?
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Get Started With Simplesat

2
  • Simplesat Integration Toolkit
  • Simplesat Overview
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Create a New Thread

2
  • Hierarchy Overview
  • Create a New Thread Overview
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Designing Your Integration

3
  • Understand Your Use Cases
  • Setup and Testing
  • Technical Planning
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2023 Releases

12
  • December Releases
  • November Releases
  • October Releases
  • September Releases
  • August Releases
  • July Releases
  • June Releases
  • May Releases
  • April Releases
  • March Releases
  • February Releases
  • January Releases
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Customer Profiles

3
  • What is a Customer Profile?
  • Automatically Create Customer Profiles
  • Search to Find Conversations and Customers
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Routing FAQs and Troubleshooting

6
  • Q. What does ‘because of conversation reassignment’ mean in the Conversation Timeline?
  • Q. How do we prioritize routing new Conversations first before Conversations that are due/overdue?
  • Q. Can we limit the number of emails Agents can receive?
  • Q. Are Notes routable?
  • Q. How do we block disruptive Customers from routing to Agents?
  • Q. Why do I see multiple routing events called “Gladly Voice browser connection failed?”
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How To Use Answers

4
  • Access the Answers Panel
  • Choose Between Answer types When Viewing Answers
  • Mark Answers as Favorite
  • Search and Insert Answers in Conversations Through Answers Panel
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Answers

2
  • Answer Usage by Agent
  • Answer Usage
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Work With Insight Builder

6
  • Insight Builder Features for Non-Analysts (Team Managers and Administrators)
  • Merge Datasets
  • Configure Dashboard Filters for Non-Analyst Users
  • Add Existing Report To Other Dashboards
  • View, Edit, and Delete Shared or Personal Dashboards
  • Create a Report With Insight Builder
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Manage SMS

3
  • Activate or Deactivate Automation Services for SMS
  • Configure SMS Entry Points
  • Purchase and Configure SMS Phone Numbers
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Agent Idle Time Settings

1
  • Manage Agent Idle Timing
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Manage Business Hours

3
  • Check Where Business Hours are Used
  • Create Business Hours
  • Edit, Duplicate, and Delete Business Hours
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Manage App Integrations

7
  • Link Customer Profile to an External (Integrated) System
  • Edit and Deactivate Integrations
  • Add and Configure Custom App Integration
  • Add New App Integration
  • Automatically Link Customer Data
  • Generate API Tokens and Create Webhooks
  • Reactivate Deactivated Webhooks (With Logs)
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Manage Recharge

1
  • Set Up Recharge Integration
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Manage ReturnLogic

1
  • Set Up ReturnLogic Integration
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BigCommerce

1
  • Refund, Discount, and Cancel Orders through BigCommerce Actions
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Manage Freeform Topics

3
  • Archive and Unarchive Freeform Topics
  • Update Freeform Topic Display Name
  • Create Freeform Topics
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Manage Simplesat

1
  • Set Up Simplesat Integration
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Answer Threads Components

2
  • Conversation Page Overview
  • Answer Threads Interface Overview
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Get Started With Buttons

2
  • Add and Edit Buttons
  • Buttons Overview
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Get Started With Glad App

5
  • Privacy and Security
  • Glad App Events for Analytics Tools
  • Agent and Customer Chat Experience With Single and Multiple Glad Apps
  • Glad App Browser Support
  • What is Glad App? (Chat and FAQs)
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Get Started With Gladly

5
  • Welcome to Gladly
  • Supported Languages
  • What is Gladly
  • Glossary and Key Concepts
  • Features and Capabilities Overview
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Tasks

2
  • Configure Task Routing Window
  • What is a Task?
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Manage Answers

6
  • Delete an Answer
  • Create and Edit Answers
  • Format Answers Using the Editor
  • Create and Edit Audiences
  • Search Answers, Manage Variables and Placeholders
  • Create, Edit, and Delete Keyword Groups
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Contacts

7
  • Channel Wait Time (New)
  • Contact Summary Counts
  • Channel Mix
  • Contact Summary Durations
  • Contact Export
  • Contact Summary (New)
  • Contact Timestamps
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Opt-In/Opt-Out of SMS

3
  • Retrieve SMS Opt-Out Record
  • Opt-Out of SMS Messages
  • Opt-In To Receive SMS
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Business Hours FAQs and Troubleshooting

1
  • Q. Are we required to configure Business Hours?
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Recharge FAQs and Troubleshooting

3
  • Q. Why are the Active Subscriptions and Total Subscriptions fields not showing?
  • Q. Why are my Customer’s list of subscriptions not showing?
  • Q. Who do I contact if I need help with Recharge?
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ReturnLogic FAQs and Troubleshooting

2
  • Q. Who do I contact if I need help with ReturnLogic?
  • Q. Besides RMAs, what else is available in Gladly from ReturnLogic?
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Set Up Gladly Workflows

6
  • Update Agent Status (Active and Away Status)
  • Set Up Inbox
  • Adjust SLAs
  • Adjust Relationship Labels
  • Adjust Idle Timing
  • Set Up Rules
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Shopify

1
  • Refund, Discount, and Cancel Orders through Shopify Actions
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Use AI to Rephrase

2
  • Use AI to Rephrase a Reply
  • Use AI to Rephrase Overview
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Manage Answer Threads

5
  • Set Up Multi-Audience and Language Support
  • Set Up ‘Transfer to Agent’ Scenarios
  • Test Answer Threads
  • Set Up and Edit Advice
  • Create Answer Thread for Chat or SMS
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Glad App Features

5
  • Chat Volume Management
  • Quick Actions (FAQs)
  • Glad App (Chat) Automatic Onboarding
  • Self-Service Handoff
  • Quick Reply Buttons
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Answers Best Practices

3
  • Best Practices and Tips for Writing Answers
  • Strategy and Tips for Building Your Answers Knowledge Base
  • Improve Answers Search Suggestions
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Notes

1
  • What are Notes?
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Conversations

3
  • Conversation Summary
  • Conversation Timestamps
  • Conversation Export
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Conversation Workflow

3
  • Configure Conversation Reopen Window
  • Configure Email and Voicemail Routing Settings
  • Configure Voice Routing Settings
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List of App Integration Partners

1
  • List of Integration Partners
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Work With Gladly Reports

2
  • Schedule Reports
  • Advanced Data Integrations
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Data Integrations

6
  • Introduction
  • Ingest Conversation Contents
  • Ingest Contact Center Performance Data
  • Ingest Raw Event Data
  • Data Model Notes
  • Reporting API Metric Set Identifiers
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Manage Structured Threads

5
  • Expert Mode
  • Automatically Apply Freeform Topics to Conversations
  • Modify Content in Text Editors
  • Create and Edit Rules
  • Edit Actions and Sub-Actions
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SMS Compliance

2
  • SMS Compliance Requirements
  • SMS Consent and Compliance Guidelines
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App Platform

1
  • App Platform Documentation
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Compliance

1
  • ADA Certification for Glad App
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Lookup Adaptor Best Practices

2
  • Best Practices
  • Programmatic Creation of Customer Profiles
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Customer Experience

6
  • Topics
  • Proactive Voice Summary
  • Payments Summary
  • Auto-Throttle Missed Conversations
  • Abandoned Calls in IVR
  • IVR
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SMS Best Practices

6
  • Tag a Phone Number as SMS
  • Rules Library for SMS
  • Transfer Customers From Your IVR to SMS
  • Toll-Free Number Verification and A2P 10DLC Registration Process
  • A2P 10DLC Registration Error
  • SMS Operational Tips
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Set Up Content

2
  • Set Up Topics
  • Answers Setup
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Code Samples

1
  • Code Samples
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Reports

4
  • Sidekick Conversation Time Dashboard
  • Sidekick Dashboard
  • Access Sidekick Reports
  • Sidekick Assists by Classification Topic
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Manage Glad App

4
  • Glad App Events for Analytics Tools
  • Embed a Web Form in Glad App
  • Configure Chat Privacy Policy Notice
  • Control Chat Volume
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Lookup Adaptor FAQs

1
  • FAQ
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Customer Tasks

3
  • Task Timestamps
  • Task Export
  • Task Summary
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Configure Channels

8
  • Set Up DM
  • Set Up Instagram
  • Set Up Facebook Messenger
  • Set Up SMS
  • Set Up Voice & IVR
  • Set Up Glad App
  • Set Up WhatsApp
  • Set Up Email
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Freeform Topics Insights

1
  • Analyze Freeform Topics Attributes
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Customers

1
  • Delete Customer Profiles
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App (iOS and Anroid)

1
  • Create and Configure Glad App Mobile (iOS/Android)
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Configure Help Center

1
  • Set Up Help Center
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Self-Service

8
  • Quick Actions Usage
  • Glad App Contact Points
  • Help Center Answer Usage
  • Glad App Answer Usage
  • Chat Display % Changes
  • Auto-Throttle Changes
  • Help Center Answer Search
  • Glad App Answer Search
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User Management

6
  • Create and Manage Teams
  • Activate Use of Agent External Name
  • Edit User Details
  • Resend User Invitation
  • Bulk User Upload/Edit
  • Add and Deactivate Users
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Web

2
  • Glad App Availability/Visibility
  • Create and Configure Glad App (Web)
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Proactive Conversations

3
  • Proactive ‘Campaign,’ ‘Outreach,’ and ‘Recipients’ Definitions
  • Maintain Sender Reputation To Ensure Communication Deliverability
  • Get Started With Proactive Conversations
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Advanced Integrations

5
  • Set Up Contact Forms
  • Other Integrations
  • Get Your API tokens
  • Customer Profile Integration
  • Historical Conversation Item Data Import
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API FAQs

2
  • Default API Rate Limits
  • Creating Conversations and Tasks on Gladly
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Sidekick

1
  • Sidekick Assists by Classification Topic
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Manage Quick Reply

2
  • Start Here Before Configuring Quick Reply Buttons
  • Add and Configure Quick Reply Buttons
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Sunsetting

19
  • Topic Usage by Agent
  • Operational Summary
  • SLA Percentile
  • SLA Attainment by Channel
  • First Contact Resolution by Agent
  • Declined and Missed Contacts by Agent
  • Declined and Missed Calls by Agent
  • Active Conversation Handle Time (ACHT) by Topic
  • Active Conversation Handle Time (ACHT) by Customer
  • Active Conversation Handle Time (ACHT)
  • Contacts by Agent by Channel
  • Customers Helped by Channel
  • Channels in Multichannel Conversations
  • Channel Wait Time
  • Channel Mix
  • Contact Export
  • Contact Summary
  • Agent Utilization
  • Reports Sunsetting Overview
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Other Resources

4
  • Test the REST API With Postman
  • Test Webhooks With ‘webhook.site’
  • Messaging Automation APIs FAQs
  • Custom Attributes for Routing and People Match
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Testing Process

1
  • Testing Checklist
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Glad App Best Practices

2
  • Glad App (Chat) Operational Tips
  • Glad App Configuration Tips
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Users Accounts

1
  • Set Up Agents and Supervisors
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Reports and Insights

1
  • CX Performance Indicator Benchmarks
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Single Sign-On

2
  • Maintain and Rotate SAML Certificates
  • Activate and Manage Single Sign-On
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Launch Preparation

1
  • Prepare For Launch
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General

5
  • Q. Will Glad App slow down our website?
  • Q. What file types and size limits apply to Glad App attachments?
  • Q. Is a Customer’s chat history saved in Glad App?
  • Q. Can I delete Glad App?
  • Q. What causes a ‘uh oh – we can’t connect’ error?
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Post Launch Activties

3
  • Post Launch Steps
  • Introduction to Support
  • Features and Capabilities
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Reporting

3
  • Glad App Events for Analytics Tools
  • Q. Can I see the device or browser used by Customers to chat in?
  • Q. Can I capture events that Glad App emits to a 3rd party analytics tool?
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Expand Gladly

2
  • Expansions Best Practices
  • Customer Directory Access
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Get Started With Help Center

3
  • Help Center Browser Requirements
  • SEO for Help Center
  • What is Help Center? (Knowledge Base)
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Configuration

6
  • Q. When does chat automatically end if the Customer stops responding?
  • Q. Why is the Glad App icon missing through the preview feature?
  • Q. Can we hide Glad App during non-business hours to prevent chats from coming in?
  • Q. How do I make changes to Glad App?
  • Q. Do I have to re-embed the Glad App code every time it’s updated?
  • Q. Why is Glad App is not appearing on any of our webpages?
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Gladly Support

4
  • Getting Started with Gladly Support
  • Filing a Support Issue
  • Sign Up for Release Notes and Product Updates
  • Setting Up Your Support Account
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Compliance

1
  • Help Center ADA Compliance
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Invoices and Billing

2
  • Track User Events for Billing Purposes
  • Invoice and Billing Overview
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Manage Help Center

3
  • Edit and Delete Help Center and Sections
  • Add and Remove Public Answers From a Section
  • Create and Configure a Help Center
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Help Center FAQs and Troubleshooting

1
  • Q. What cookies does Help Center and Glad App use?
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Innovation Partner Program

1
  • Innovation Partner Program
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General

2
  • Q. What is the minimum character requirement to search Answers?
  • Q. I’m not able to see Answers in the layout preview
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Get Started With OOTB Reports and Insights

1
  • What are ‘Out Of The Box’ (OOTB) reports?
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Platform Readiness and Performance

3
  • Action Plan in Case of an Unexpected Platform Issue
  • Holiday Preparation Checklist
  • Platform Readiness for Peak Seasons
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Expansion

1
  • Gladly Expansion Basics
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Technical Requirements

6
  • Hardware Requirements
  • Software (OS and Browser) Requirements
  • VDI Requirements
  • Working From Home Requirements
  • Single Sign-On Setup
  • Network Requirements
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Security and Compliance Policies

2
  • AI Security and Compliance
  • Data Subject Requests
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Get Ready To Help Customers

4
  • Log Into Gladly
  • Your First Day on Gladly
  • Set Up Your Browser
  • Configure Your Headset
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Interface Overview

4
  • Customer Profile and My Customers List Interface Overview
  • Composer and Text Editor Interface Overview
  • Growl Notifications
  • (Beta) Text Editor
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Setup

3
  • Gladly User Profile Setup
  • Keyboard Shortcuts
  • Password Management
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Simplesat FAQs and Troubleshootiing

1
  • Q. Who do I contact if I need help with Simplesat?
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General

3
  • Q. Top Frequently Asked Questions
  • Q. Is Grammarly compatible with Gladly?
  • Q. Why can’t I have Gladly running on multiple browser tabs?
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Access

5
  • Q. I can’t log in. What should I do?
  • Q. I tried to reset my password but i’m not receiving the reset email
  • Q. Why do I only see a blank screen when I log in?
  • Q. How do I reset my password?
  • Q. I can’t find my Gladly invitation. What should I do?
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Connectivity

1
  • Q. Why am I getting an ‘unstable internet connection’ error?
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Availability

1
  • Q. Why can’t I change my status to ‘Away’?
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Managers and Supervisors

4
  • Generate and Review Reports
  • Use Liveboards to Monitor Your Contact Center
  • Add and Remove Agents From an Inbox
  • Listen, Coach, or Join Phone Calls
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Task Users

5
  • Find a Task
  • Edit a Task
  • Collaborate and Comment on a Task
  • Create a Task
  • Close and Reopen a Task
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Administrators

2
  • Settings Overview
  • Administrator Duties
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Answers Administrator

6
  • Delete an Answer
  • Mark Answers as Favorite
  • Create and Edit Answers
  • Format Answers Using the Editor
  • Create and Edit Audiences
  • Search Answers, Manage Variables and Placeholders
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Manage Your Customers

2
  • Manage Your ‘My Customers’ List
  • Agents With Multiple Roles
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Change Your Channel Availability

3
  • Set Your ‘Active’ Status
  • Set Your Status or Reason as ‘Away’
  • Set Your Channel Availability to Help Customers
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Manage Conversations

13
  • Assign Conversation to a Different Inbox or Agent
  • View Previous Conversations by Topic
  • Mark Answers as Favorite
  • Mark a Conversation as ‘No Reply Needed’
  • Check Recently Viewed Customers
  • Monitor Notifications Center
  • Reopen a Closed Conversation
  • Close a Conversation
  • Check Conversation Timeline Event Timestamps
  • Apply Topics to a Conversation
  • Add a Note to a Conversation
  • Help the Next Customer
  • Search and Insert Answers in Conversations Through Answers Panel
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Help Customers on Different Channels

2
  • Get to Know Your Communication Channels
  • Help Customers on Different Channels
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Voice Call Controls

6
  • Review Text Summary of Phone Calls
  • Missed Call Notification
  • Pause, Delete, or Download Voice Call Recordings
  • Listen To Call Recordings
  • Change Phone Number and Extension
  • Internal Users Coaching or Joining a Call
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Manage Tasks

2
  • Create and Manage Tasks
  • Receive New Task Assignments
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Manage Customer Profiles

7
  • Identify Integrated Systems
  • Merge Customer Profiles
  • Link Customer Profile to an External (Integrated) System
  • Create a Relationship Between Customers
  • Add and Edit Customer Contact Details
  • Automatically Create Customer Profiles
  • Add a New Customer Profile
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Customer Profile

11
  • Q. Customer replies are appearing in the wrong order in the Conversation Timeline
  • Q. What does ‘Conversation was closed automatically’ in the Conversation Timeline mean?
  • Q. I can’t preview PDF attachments in the Conversation Timeline.
  • Q. Can I add a Customer’s photo to their Profile?
  • Q. The Conversation Timeline says a Conversation was rerouted because of a conflicting offer. What does that mean?
  • Q. How are Conversations separated in the Conversation Timeline?
  • Q. What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?
  • Q. Why is the Conversation Timeline saying to contact our developer?
  • Q. I can’t merge Profiles because they have different external customer ids.
  • Q. Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?
  • Q. How do I delete attachments/images in the Conversation Timeline?
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Helping Customers

7
  • Q. Why is there no sound along with a notification?
  • Q. Why is a Customer’s request appearing on an unrelated Customer’s Profile?
  • Q. Why am I getting errors when requesting more customers to help?
  • Q. Why am I not receiving any work from Customers?
  • Q. Why can’t I close a Conversation?
  • Q. A Customer sent me private/sensitive data. What should I do?
  • Q. Can we unmerge Customer Profiles accidentally merged?
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Communications

7
  • Q. Why are emails to eBay marketplace customers failing to send?
  • Q. I’m not available for chat but why am I receiving chat requests?
  • Q. Why did I receive a chat while on a phone call?
  • Q. Why did I receive a call and a message at the same time?
  • Q. I’m not receiving new emails but I’m ‘available’ in the Email, Task, Voicemail Channel.
  • Q. Why are emails appearing in our Voice-only Inbox?
  • Q. Why do I keep getting errors when sending an email?
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Payments

3
  • General Payment FAQs
  • Payment Handling Security and Processing
  • Introduction to Chat Payments
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Composition Screen

1
  • Greeting Suggestion
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Contextual Callbacks

1
  • What is Contextual Callbacks? (For Voicemail)
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Payments FAQs and Troubleshooting

2
  • Q. Why am I getting a ‘unable to retrieve credit card information’ error?
  • Q. When does a payment request timeout?
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Get Started With Inbox

2
  • Sort Inbox Views
  • What’s an Inbox?
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Manage Inboxes

4
  • Set and Update Inbox SLAs
  • Configure Default ‘From’ Address or Phone Number for an Inbox
  • Create, Edit, and Deactivate Inboxes
  • Add and Remove Agents From an Inbox
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Get Started With People Match

5
  • SLA and Due Dates with People Match
  • People Match Concepts
  • What is People Match?
  • How People Match, Skills, and Rules Work Together
  • Conditions and Qualifiers for People Match
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Manage People Match

4
  • Monitor People Match Performance
  • Archive/Deactivate, and Unarchive Priority Boost Scenarios
  • Edit Priority Boost Scenarios for People Match
  • Set Up Priority Boost Scenarios for People Match
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People Match Best Practices

1
  • Time-Based Priority Boosts (Wait Time and Due Date)
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General

3
  • Q. How does People Match affect Dedicated Hero?
  • Q. Does People Match work with Voice and Tasks?
  • Q. Will People Match affect an Agent’s ‘Availability’ status?
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Configuration

2
  • Q. Why can’t I click ‘Enable Changes’?
  • Q. Why aren’t my boosts being applied?
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Get Started With Skills

2
  • What is Skills?
  • Prepare to Use Skills
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Manage Skills

3
  • Archive and Unarchive Skills
  • Edit Skills
  • Create Skills
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Skills Best Practices

1
  • Design Your Skill Hierarchy
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Get Started With Rules

3
  • Rules Sort Order Importance
  • Rules Caveats and Limitations
  • What are Rules and Its Components?
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Manage Rules

4
  • Update a Rule
  • Change Rule Sort Order
  • Activate and Deactivate a Rule
  • Create a Rule
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Rules Best Practices

2
  • Work With RegEx
  • Avoid Rules Loop
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Rules FAQs and Troubleshooting

2
  • Q. I accidentally selected a Condition. How do I remove it?
  • Q. What is the difference between ‘No Reply Needed’ and ‘Close Conversation?’
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Rules Library

3
  • Rules Library for SMS
  • Rules To Reduce Spam
  • Common Rules Library
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Answer Languages

1
  • Add and Remove Answer Languages
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Configuration

1
  • Q. Can I change the URL slug of a Public Answer in the Help Center?
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OOTB Reports and Insights FAQs and Troubleshooting

4
  • Q. Do the order of metric columns in reports change?
  • Q. What is the difference between Gladly and 3rd party reporting tools?
  • Q. Why is my reporting data not current?
  • Q. Why are reports not loading in Sandbox or UAT?
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Work With OOTB Reports

3
  • Interact With Reports
  • Export Reports (UI and API)
  • Generate Reports
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Schedule Reports

2
  • Edit and Delete Scheduled Reports
  • Schedule Report for Automatic Delivery
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Get Started With OOTB Dashboards

1
  • What are ‘Out Of The Box’ (OOTB) Dashboards?
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Use OOTB Dashboards

6
  • Sidekick Conversation Time Dashboard
  • Sidekick Dashboard
  • Download Dashboard in CSV or PDF Format
  • Topics Dashboard
  • Daily Trends Dashboard
  • Coaching Dashboard
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General

2
  • Q. How do I deactivate Insight Builder?
  • Q. How do I activate Insight Builder?
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Create Reports

4
  • Q. Why are filter options not populating when creating a report?
  • Q. Why can’t I see anything else besides Insight Builder?
  • Q. Can I retrieve reports built using Insight Builder through API?
  • Q. Why don’t I have the ‘Create a Report’ option?
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Dashboards

5
  • Q. Who can access shared dashboards?
  • Q. Can I mix different datasets in a single report?
  • Q. How often are dashboards refreshed with updated data?
  • Q. Why are there ‘Null’ values in dashboards when using the Agent Metrics dataset and applying the ‘Channel’ filter?
  • Q. Can I convert a personal report as a shared report?
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Builder

2
  • Q. Can we schedule reports built with Insight Builder?
  • Q. Why are there errors on downloaded reports?
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Get Started With Channels and Entry Points

3
  • What are Channels and Entry Points?
  • Difference between Channel Entry Point SLAs and Inbox SLAs
  • Entry Points Settings Overview
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Manage Entry Points

3
  • Delete Channels
  • Delete Exceptions
  • Set Up Channels and Entry Points
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Voice

1
  • Answer Calls on VoIP, Direct Dial, or External System
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SLA Benchmarks Per Channel

1
  • SLA Benchmarks
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Mail Routing

1
  • What is Mail Routing?
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Mail Routing Settings

1
  • Configure Email and Voicemail Routing Settings
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Messaging Routing Settings

1
  • Configure Messaging Routing Settings
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Voice Routing Settings

1
  • Configure Voice Routing Settings
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Get Started With Voice

1
  • Voice Overview
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Manage Voice

3
  • Purchase and Configure Voice Phone Numbers
  • Configure Voice Entry Points
  • Forward Calls Outside of Gladly (Direct Dial Setup)
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Voice Quality

2
  • Preserving Voice Quality
  • Voice Quality Survey
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Voice Call Control Bar Overview

2
  • Voice Control Bar Overview
  • Listen, Coach, or Join Phone Calls
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Voice and SMS Phone Number Pricing

1
  • Voice and SMS Phone Number Costs
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Port Phone Numbers to Gladly

1
  • Call Forwarding vs Porting
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Additional Voice Settings

9
  • Voice Summaries
  • Call Recordings
  • Hide ‘Decline’ Option
  • Auto-Accept Incoming Calls
  • Call Routing Timeout Settings
  • Time to route next call after declining
  • After Call Work
  • Update Outbound Caller ID (CNAM)
  • Activate Mobile Phone Number Identification
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General

3
  • Q. How long does it take for a call recording to be available for playback?
  • Q. Why are abandoned calls from the same number creating a new Customer Profile?
  • Q. What happens when a Customer abandons a call?
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Call Experience

9
  • Q. Why can’t I call toll-free numbers?
  • Q. Why am I seeing an unusually large number of declined calls?
  • Q. Why can’t I play a call recording?
  • Q. Why am I getting a call error when trying to call a Customer?
  • Q. Why can’t I accept phone calls offered to me?
  • Q. My headphones/microphone is not working. What should I do?
  • Q. My call quality is bad. What should I do?
  • Q. Can I make international calls in Gladly?
  • Q. Why am I receiving calls from unusual numbers?
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Configuration

1
  • Q. Why can’t I find a recent phone number I purchased?
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Voice Reports

1
  • Q. How long are callers waiting before they abandon their calls?
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Get Started With IVR

6
  • Benefits of Using an IVR
  • IVR Templates
  • IVR Interface and Experience Overview
  • ‘Initial’ IVR and ‘Queue’ IVR
  • What’s an IVR?
  • What are Nodes?
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Manage Your IVR

7
  • Check ‘Active’ and ‘Inactive’ IVRs
  • Check for Node Errors
  • Test IVR Updates
  • Add, Remove, Unlink Nodes in Existing IVR
  • Edit, Restore, Archive, and Duplicate an IVR
  • Voice Phone Number Settings
  • Create an IVR
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IVR Best Practices

2
  • IVR Best Practices
  • Transfer Customers From Your IVR to SMS
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Configure Basic IVR

1
  • Configure the Basic IVR
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Configure Data Dips

3
  • What are ‘Data Dips’?
  • Set Up Data Dips
  • Data Dip Requirements
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Manage Audio and Recordings

3
  • IVR Queue Music and Recording Options
  • Change ‘Hold’ or ‘Queue’ Music
  • Listen To and Replace Node Recordings
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General

3
  • Q. Why is my IVR showing ‘unpublished?’
  • Q. How do I know where my IVR starts?
  • Q. How do I change the name of an IVR?
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Configuration

3
  • Q. Who last updated and published the IVR?
  • Q. Why is the ‘Publish’ option grayed out?
  • Q. How do I add a DTMF or voice input option in the Menu node?
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Operational

5
  • Q. How do I forward calls in the IVR?
  • Q. How do I block certain numbers from calling?
  • Q. How do I add SMS support in our IVR?
  • Q. How do I set up our holiday or business hours?
  • Q. How do I close our phones?
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Get Started With Email

1
  • Email Setup Overview
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Email Requirements

1
  • Email Configuration Requirements
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Manage Email

8
  • Configure Remailer
  • Delete Email Address
  • Set ‘Reply-To` Email Address
  • Edit Email Sender Name
  • Find SPF and DKIM TXT Values
  • Configure Email Entry Points
  • Add Email Domain
  • Add Email Address
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WhatsApp

2
  • Disconnect WhatsApp
  • Set Up and Configure WhatsApp
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General Messaging Settings

4
  • Delay Routing of Next Message
  • Allow Preview of Incoming Messages
  • Allow Agents to Accept/Decline Inbound Messages
  • Messaging Session Auto-End Threshold Time
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Get Started With Chat

1
  • Chat Using Glad App
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Manage Chat

1
  • Add and Configure Chat Entry Points
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Chat Best Practices

2
  • 24/7 Chat Support With Glad App
  • Glad App (Chat) Launch Checklist
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Get Started With Facebook Messenger

1
  • Why Use Facebook Messenger
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Manage Facebook Messenger

2
  • Disconnect Facebook Messenger
  • Set Up and Configure Facebook Messenger
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Facebook FAQs and Troubleshooting

1
  • Q. Why did Facebook get disconnected from Gladly?
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Manage Instagram Messaging

3
  • Disconnect Instagram Messaging
  • Instagram Messaging Conversation Settings
  • Set Up and Configure Instagram Messaging
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Instagram Messaging Best Practices

1
  • Instagram Best Practices
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Instagram Messaging FAQs and Troubleshooting

2
  • Q. Will tagged reposts create a new Conversation?
  • Q. Can I send an Instagram message to a Customer?
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Operation

3
  • Q. Why are SMSes showing a ‘Delivery Failed’ error?
  • Q. Why is there no SMS option to send a text message?
  • Q. What does ‘We detected the contents of this message may violate carrier acceptable use policies’ when sending a text mean?
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Configuration

1
  • Q. Why can’t I find a recent SMS number I purchased?
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Get Started With Settings and Features

1
  • Settings Overview
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Billing Questions

1
  • Invoice and Billing Resources
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Get Started With Agent Status

4
  • Reports Used for Agent Status
  • How Idle Timing Affects Agent Status
  • Prepare to Use Active Status
  • What are ‘Away’ and ‘Active’ Agent Status?
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Manage Agent Status

5
  • Edit Name of ‘Active’ and ‘Away’ Agent Statuses
  • Archive ‘Away’ and ‘Active’ Agent Status
  • Change Default ‘Active’ Status
  • Create ‘Away’ Agent Status
  • Create ‘Active’ Agent Status
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General

3
  • Q. Do we need to use the ‘Active’ Agent status feature?
  • Q. Do Agents need to update their Availability if they change their Active status?
  • Q. How many ‘Active’ statuses can we add?
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Configuration

1
  • Q. Why can’t I change an Active Status ‘Type?’
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Get Started With Proactive Chat

4
  • Routing Rules for Proactive Chat Campaigns
  • Proactive Chat ‘Order’ and ‘Triggers’ Overview
  • Agent Experience for Proactive Chat
  • What is Proactive Chat?
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Manage Proactive Chat

5
  • Deactivate Proactive Chat Campaign
  • Edit and Delete Proactive Chat Campaign
  • Create and Configure Proactive Chat Campaign
  • Test Proactive Chat
  • Manage Campaign Visibility Per Visit
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Proactive Chat Best Practices

1
  • Proactive Chat Best Practices
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General

3
  • Q. Does Proactive Chat work on desktop and mobile devices?
  • Q. Why is my Proactive Chat Campaign not appearing on my webpage?
  • Q. Why are Quick Reply buttons not appearing in a Proactive Chat Campaign?
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Campaign

1
  • Q. How often will repeat visitors see Campaigns they Triggered?
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Get Started With Proactive Voice

2
  • How Proactive Voice Works
  • What is Proactive Voice?
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Manage Proactive Voice

3
  • Track Proactive Voice Status
  • Stop a Proactive Voice Campaign
  • Create a Proactive Voice Campaign
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General

2
  • Q. Is there a delay in outbound calls for Proactive Voice?
  • Q. Can we create unique/Customer-specific messages for every Customer we call?
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Campaign

3
  • Q. How many times will a Campaign try calling a Customer?
  • Q. Why is there a difference between the number of my contact list and the contacted list?
  • Q. What do Customers hear when they receive a call from a Campaign?
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Get Started With Proactive SMS

3
  • Agent Experience for Proactive SMS Campaigns
  • What Is Proactive SMS?
  • Prepare To Use Proactive SMS
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Manage Proactive SMS

4
  • Track Proactive SMS Campaign Status Outreach
  • Edit and Stop SMS Campaign and Outreach
  • Customers Opt-In and Opt-Out of Proactive SMS Campaigns
  • Create a Proactive SMS Campaign
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Proactive SMS Best Practices

1
  • Proactive SMS Best Practices
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General

3
  • Q. Can Customers opt-out of future SMS Campaigns?
  • Q. What report can I use to track Proactive SMS Campaigns?
  • Q. What’s the maximum number of SMSes Gladly can send?
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Campaign

2
  • Q. Can we schedule and automatically repeat SMS Campaigns?
  • Q. Can we personalize SMSes for Proactive SMS Campaigns?
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Get Started With Proactive Email

3
  • Agent Experience for Proactive Email Campaigns
  • Prepare To Use Proactive Email
  • What is Proactive Email?
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Manage Proactive Email

3
  • Edit and Stop a Proactive Email Campaign Outreach
  • Track Proactive Email Campaign Status
  • Create a Proactive Email Campaign
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Proactive Email Best Practices

1
  • Proactive Email Best Practices
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General

2
  • Q. What’s the maximum number of Email Campaign messages Gladly can send?
  • Q. What report can I use to track Proactive Email Campaigns?
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Campaign

3
  • Q. Can we schedule and automatically repeat Email Campaigns?
  • Q. Can we personalize emails for Proactive Email Campaigns?
  • Q. Can Customers opt-out of Proactive Email Campaigns?
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Get Started With Ada

2
  • Ada Overview
  • Ada Integration Toolkit
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Manage Ada

1
  • Set Up Ada Integration
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Ada FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help?
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Get Started With Playvox

2
  • Playvox Integration Overview
  • Playvox Overview
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Manage Playvox

1
  • Set Up Playvox Integration
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Playvox/Playvox FAQs and Troublshooting

1
  • Q. Who do I contact if I need help with Playvox / Playvox?
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Get Started With Attentive

2
  • Attentive Integration Toolkit
  • Attentive Overview
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Manage Attentive

1
  • Set Up Attentive Integration
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Attentive FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help with Attentive?
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Get Started With AWS EventBridge

1
  • AWS EventBridge Overview
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Manage AWS EventBridge

1
  • Set Up AWS EventBridge Integration
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Get Started With BigCommerce

2
  • BigCommerce Overview
  • BigCommerce Integration Toolkit
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Manage BigCommerce

2
  • Set Up BigCommerce Integration
  • Refund, Discount, and Cancel Orders through BigCommerce Actions
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BigCommerce FAQs and Troubleshooting

4
  • Q. Why are some product images not available?
  • Q. Why am I getting errors when processing a refund or cancellation?
  • Q. Why are some orders not available?
  • Q. Who do I contact if I need help with BigCommerce?
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Get Started With Calabrio

2
  • Calabrio Overview
  • Calabrio Integration Toolkit
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Manage Calabrio

1
  • Set Up Calabrio Integration
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Get Started With Delighted

2
  • Delighted Overview
  • Delighted Integration Toolkit
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Manage Delighted

1
  • Set Up Delighted Integration
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Delighted FAQs and Troubleshooting

5
  • Q. Can I trigger Delighted surveys from Gladly?
  • Q. How do I navigate from Gladly to Delighted to get more context?
  • Q. How can my team add context about their follow-up with a customer?
  • Q. I just received a response but why is there no activity or Task entry in Gladly?
  • Q. Who do I contact if I need help with Delighted?
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Get Started With Formspree

2
  • Formspree Integration Toolkit
  • Formspree Overview
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Manage Formspree

1
  • Set Up Formspree Integration
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Formspree FAQs and Troubleshooting

2
  • Q. Can Formspree automatically open a new conversation when a new form submission is submitted?
  • Q. Who do I contact if I need help with Formspree?
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Get Started With Formstack

2
  • Formstack Integration Toolkit
  • Formstack Overview
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Manage Formstack

1
  • Set Up Formstack Integration
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Formstack FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help with Formspree?
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Get Started With HiOperator

2
  • HiOperator Overview
  • HiOperator Integration Toolkit
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Manage HiOperator

1
  • Set Up HiOperator Integration
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HiOperator FAQs and Troubleshooting

5
  • Q. How will we get visibility into the requests that HiOperator resolves?
  • Q. How is HiOperator different from a traditional outsourcer or BPO?
  • Q. Can HiOperator solve my complex tickets?
  • Q. How are HiOperator Agents able to keep your brand voice?
  • Q. Who do I contact if I need help?
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Get Started With Idiomatic

2
  • Idiomatic Overview
  • Idiomatic Integration Toolkit
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Manage Idiomatic

1
  • Set Up Idiomatic Integration
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Idiomatic FAQs and Troubleshooting

3
  • Q. Are there any other considerations for using Idiomatic with Gladly?
  • Q. I have a lot of conversations to analyze. Will this cause rate limit errors?
  • Q. Who do I contact if I need help with Idiomatic?
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Get Started With Klaviyo

2
  • Klaviyo Overview
  • Klaviyo Integration Toolkit
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Manage Klaviyo

1
  • Set Up Klaviyo Integration
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Klaviyo FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help?
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Get Started With MaestroQA

2
  • MaestroQA Overview
  • MaestroQA Integration Toolkit
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Manage MaestroQA

1
  • Set Up MaestroQA Integration
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MaestroQA FAQs and Troubleshooting

3
  • Q. It seems our Maestro data is not updated in real-time. Why?
  • Q. What report can I use to track MaestroQA events?
  • Q. Who do I contact if I need help with MaestroQA?
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Get Started With Medallia Agent Connect

2
  • Medallia Agent Connect Overview
  • Medallia Agent Connect Integration Toolkit
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Manage Medallia Agent Connect

1
  • Set Up Medallia Agent Connect Integration
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Medallia Agent Connect FAQs and Troubleshooting

4
  • Q. What Channels does Medallia Support?
  • Q. Who do I contact if I need help with Medallia Agent Connect?
  • Q. How are CSAT ratings attributed?
  • Q. Can we see the Customer’s most recent rating?
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Get Started With Magento

2
  • Magento Integration Toolkit
  • Magento Overview
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Manage Magento

1
  • Set Up Magento Integration
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Magento FAQs and Troubleshooting

2
  • Q. Do we need to turn off CSRF token generation?
  • Q. Who do I contact if I need help with Magento?
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Get Started With Netomi

2
  • Netomi Overview
  • Netomi Integration Toolkit
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Manage Netomi

1
  • Set Up Netomi Integration
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Netomi FAQs and Troubleshooting

4
  • Q. Who do I contact if I need help with Netomi?
  • Q. Can Netomi AI hand off a Conversation to an Agent?
  • Q. Can we configure different responses based on Chat and Email channels?
  • Q. Can we close a Conversation with a Topic?
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Get Started With Ordergroove

2
  • OrderGroove Integration Toolkit
  • Ordergroove Overview
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Manage Ordergroove

1
  • Set Up OrderGroove Integration
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Ordergroove FAQs and Troubleshooting

3
  • Q. What should I do if a Customer’s information is in Ordergroove but is not appearing in Gladly?
  • Q. Who do I contact if I need help with OrderGroove?
  • Q. I connected Ordergroove to Gladly through the Apps page but why can’t I see subscription details?
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Get Started With Qualtrics

2
  • Qualtrics Overview
  • Qualtrics Integration Toolkit
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Manage Qualtrics

1
  • Set Up Qualtrics Integration
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Qualtrics FAQs and Troubleshooting

2
  • Q. Who do I contact if I need help with Qualtrics?
  • Q. Can I schedule the survey to be sent out after some period of time passed since?
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Get Started With Flip

2
  • Flip Overview
  • Flip Integration Toolkit
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Manage Flip

1
  • Set Up Flip Integration
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Flip FAQs and Troubleshooting

2
  • Q. How will we get visibility into the Conversations that Flip resolves?
  • Q. Who do I contact if I need help?
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Get Started With Screenmeet

2
  • ScreenMeet Cobrowse Overview
  • ScreenMeet Integration Toolkit
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Manage Screenmeet

2
  • Manage Users
  • Set Up ScreenMeet Widget
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Use Screenmeet

2
  • Reports to Track CoBrowse Sessions
  • Start a Cobrowse Session With ScreenMeet
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Screenmeet FAQs and Troubleshooting

2
  • Q. How do I view ScreenMeet recordings?
  • Q. How do I get access to ScreenMeet?
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Get Started With Segment

2
  • Segment Overview
  • Segment Integration Toolkit
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Manage Segment

1
  • Set Up Segment Integration
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Segment FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help with Segment?
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Get Started With Shopify

5
  • Shopify for Sidekick
  • Shopify Custom Attibutes and Metafields for Display and Routing
  • Shopify Integration Toolkit
  • Work With Shopify Actions
  • Shopify Overview
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Manage Shopify

5
  • Add Glad App to Shopify ‘Checkout’ and ‘Thank You’ Page
  • Install Shopify in UAT or Sandbox Environment
  • Add Shopify Product Images
  • Migrate From Shopify Private to Public App
  • Set Up Shopify Integration
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Shopify Actions

3
  • Update Shopify Order Notes
  • Shopify Order Detail Features
  • Refund, Discount, and Cancel Orders through Shopify Actions
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Shopify FAQs and Troubleshooting

6
  • Q. Can I limit Shopify Actions by Agent?
  • Q. Customer did not receive their order refund/cancellation email confirmation
  • Q. Who do I contact if I need help with Shopify?
  • Q. How do I uninstall Shopify from Gladly?
  • Q. Can I connect multiple Shopify instances to Gladly?
  • Q. Why are order details missing in the Customer Profile?
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Get Started With Simplr

2
  • Simplr Integration Toolkit
  • Simplr Overview
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Manage Simplr

1
  • Set Up Simplr Integration
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Simplr FAQs and Troubleshooting

3
  • Q. How will we get visibility into the tickets that Simplr resolves?
  • Q. How is Simplr different from a traditional outsourcer or BPO?
  • Q. How are Simplr Agents able to keep our brand and tone?
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Get Started With Smile.io

2
  • Smile.io Overview
  • Smile Integration Toolkit
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Manage Smile.io

1
  • Set Up Smile.io Integration
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Smile.io FAQs and Troubleshooting

2
  • Q. Why can’t I see custom attributes in the Customer Profile?
  • Q. Who do I contact if I need help with Smile?
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Get Started With Spree

2
  • Spree Overview
  • Spree Integration Toolkit
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Manage Spree

1
  • Set Up Spree Integration
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Spree FAQs and Troubleshooting

3
  • Q. How do we add more functionality to Spree?
  • Q. I’m using Gladly search and cannot find the events pushed from Spree. Why?
  • Q. Who do I contact if I need help with Spree?
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Get Started With SupporTrends

3
  • SupporTrends Overview
  • View Gladly Conversations in SupporTrends
  • SupporTrends Integration Toolkit
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Manage SupporTrends

1
  • Set Up SupporTrends Integration
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SupporTrends FAQs and Troubleshooting

2
  • Q. Who do I contact if I need help with SupporTrends?
  • Q. Where can I find more information about how to use SupporTrends?
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Get Started With Swell

2
  • Swell Overview
  • Swell Integration Toolkit
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Manage Swell

1
  • Set Up Swell Integration
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Swell FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help with Swell?
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Get Started With Emplifi

2
  • Emplifi Integration Toolkit
  • Emplifi Overview
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Manage Emplifi

1
  • Set Up Emplifi Integration
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Emplifi FAQs and Troubleshooting

1
  • Q. Who do I contact if I need help with Emplifi?
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Get Started With Optimizely Data Platform

2
  • Optimizely Data Platform Overview
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Manage Optimizely Data Platform

1
  • Set Up Optimizely Data Platform Integration
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Optimizely Data Platform FAQs and Troubleshooting

2
  • Q. Do reopened Conversations trigger events in Optimizely Data Platform?
  • Q. Who do I contact if I need help with the Optimizely Data Platform?
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Get Started With Lookup Adapter Debugger

2
  • Debugger User Permission Requirement
  • What Is the Lookup Adaptor Debugger?
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Get Started With Liveboards

4
  • Timezones on Liveboards
  • Display Options for Liveboards
  • What is Liveboards?
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Liveboard Views

4
  • How to Use the Topics Liveboard
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Liveboards FAQs and Troubleshooting

2
  • Q. Can I log Agents out through Agent Liveboard?
  • Q. Why am I getting an error when filtering Liveboards?
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Self-Guide Implementation Package

2
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Infrastructure Setup

5
  • SSO Setup
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Launch Day

1
  • Launch Gladly
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SMS

3
  • Tag a Phone Number as SMS
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2
  • Loop Returns Integration Toolkit
  • Loop Returns Overview
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Manage Loop Returns

1
  • Set Up Loop Returns Integration
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Loop Returns FAQs and Troubleshooting

3
  • Q. Who do I contact if I need help with Loop Returns?
  • Q. What should I do if a Customer’s information exists in Loop Returns but does not appear in Gladly?
  • Q. What should I do if I see an error message instead of the return information?
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Get Started with Jotform

2
  • Jotform Overview
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Use Lookup Adaptor Debugger

3
  • Test Auto-linking + Details Workflow
  • Find Custom Attributes
  • Test Basic + Detailed Workflow
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Manage Jotform

1
  • Set Up Jotform Integration
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Voice

4
  • Respond to Voicemails
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Jotform FAQ and Troubleshooting

1
  • Q. Who do I contact if I need help with Jotform?
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Email

1
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Customer Relationships

4
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2
  • What are Topics?
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Manage Your Topics

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Topics Best Practices

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2
  • What Is SLA Business Hours?
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2
  • Q. Do we have to set up SLA Business Hours?
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3
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1
  • Set Up Zinrelo Integration
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2
  • Q. Who do I contact if I need help with Zinrelo?
  • Q. Why can’t I see custom attributes in the Customer Profile?
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Get Started with FiveTran

2
  • Fivetran Integration Toolkit
  • Fivetran Overview
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Manage FiveTran

1
  • Set Up Fivetran Integration
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Get Started With Dedicated Hero

3
  • Rules for Dedicated Hero
  • What is Dedicated Hero?
  • How Dedicated Hero Works
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Manage Dedicated Hero

2
  • Prepare to Use Dedicated Hero
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2
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Get Started with Shipped Suite

2
  • Shipped Suite Integration Toolkit
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Manage Shipped Suite

1
  • Set Up Shipped Suite Integration
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1
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Get Started With AI

1
  • Get Started With AI in Gladly
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Get Started with Siena AI

2
  • Siena AI Overview
  • Siena AI Integration Toolkit
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Manage Siena AI

1
  • Set Up Siena AI Integration
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3
  • Q. How do I know which conversations were automated by Siena?
  • Q. Who do I contact if I need help with Siena AI?
  • Q. What User / Agent does Siena use to respond to conversations?
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Data Export

1
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Security Compliance

2
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  • Configure Data Retention Settings and Data Deletion Options
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AI Summaries

1
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AI Authoring

1
  • Reauthor Existing Text With AI Authoring
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Get Started With Focus

3
  • Start Here Before Activating Focus
  • Agent Experience for Focus
  • What is Focus?
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Manage Focus

1
  • Configure Focus Settings
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Focus FAQs and Troubleshooting

2
  • Q. How does using Focus impact Agent performance on reports?
  • Q. Will time spent in Focus mode appear in any reports?
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Manage Custom Attributes Settings for Rules

5
  • Find Custom Attributes
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  • Deactivate Custom Attribute Lookup Before Rules
  • Use Custom Attributes in Rules
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List of Actions

21
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Report Recipes

1
  • Insight Builder Recipe Library
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Platform Readiness

1
  • Gladly Sidekick Holiday Preparation Checklist
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Manage Shopify

1
  • Set Up Shopify Integration for Sidekick
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Manage DHL Ecommerce

1
  • Set Up DHL Integration for Sidekick
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Manage Returnly

1
  • Set Up Returnly Integration for Sidekick
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Manage Loop Returns

1
  • Set Up Loop Integration for Sidekick
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Manage Ordergroove

1
  • Set Up Ordergroove Integration for Sidekick
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Manage Recurly

1
  • Set Up Recurly Integration for Sidekick
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Manage Recharge

1
  • Set Up Recharge Integration for Sidekick
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Manage Stripe

1
  • Set Up Stripe Integration for Sidekick
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Manage Shipstation

1
  • Set Up Shipstation Integration for Sidekick
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Manage Shipwire

1
  • Set Up Shipwire Integration for Sidekick
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Manage Ship Hero

1
  • Set Up Ship Hero Integration for Sidekick
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Get Started With Corso

2
  • Corso Integration Toolkit
  • Corso Overview
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Manage Corso

1
  • Set Up Corso Integration
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Corso FAQs and Troublshooting

1
  • Q. Who do I contact if I need help with Corso?
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Interface Overview

2
  • Thread Builder Interface Overview
  • Sidekick Text Editor Interface Overview
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Memories

2
  • Memories Overview
  • Memory Glossary
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Answers

1
  • Manage Public Answers
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Answer Threads Actions

2
  • Actions Overview
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