Proactive SMS Best Practices Archives

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Introduction

1

Introduction to Developer Tutorials

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

Reports Key Concepts

8

Workforce Management (WFM) Key Metrics
Data Dictionary
Metric Attribution
Datasets
Metrics Glossary
Time Anchors
Report Concepts
Metrics in Detail

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

Routing Overview

6

Routing Priority by Channel
SLA Benchmarks
How SLA Impacts Routing
How Routing Works
Routing Concepts
What Is Routing?

Get Started With Answers

3

Answer Type Definitions
What is Answers?
What are Keyword Groups?

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

Get Started With Insight Builder

3

Interact With Insight Builder
What is Insight Builder?
New to Insight Builder? Start Here

Get Started With SMS

3

Messaging Protocols (SMS/MMS)
Types of SMS Numbers
SMS and MMS Send Status

Get Started With Business Hours

2

Prepare to Use Business Hours
What is Business Hours?

Get Started With Integrations

2

Identify Integrated Systems
Introduction to App Integrations

Get Started With Recharge

2

Recharge Overview
Recharge Integration Toolkit

Start Implementation With Gladly

2

Value Added Services
Implementation Packages

Chat

1

Accept and Reply to Chat Messages

Get Started with ReturnLogic

2

ReturnLogic Integration Toolkit
ReturnLogic Overview

Payment Through Chat

2

Automatic Redaction of Credit/Debit Card Numbers
Collect Payments Over Chat

Get Started With Threads

1

What are Threads?

Structured Thread Components

2

Anonymous Actions
Pivots

Actions and Sub-Actions

1

Actions Overview

Sidekick Fundamentals

2

Sidekick Experience Overview
What is Sidekick?

Lookup Adapter

1

Leverage Existing Lookup Adaptor Data for Sidekick

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

Get Started With Freeform Topics

2

Prepare To Use Freeform Topics
What is Freeform Topics?

Get Started With Simplesat

2

Simplesat Integration Toolkit
Simplesat Overview

Create a New Thread

2

Hierarchy Overview
Create a New Thread Overview

Designing Your Integration

3

Understand Your Use Cases
Setup and Testing
Technical Planning

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

Customer Profiles

3

What is a Customer Profile?
Automatically Create Customer Profiles
Search to Find Conversations and Customers

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?”

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

Answers

2

Answer Usage by Agent
Answer Usage

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

Manage SMS

3

Activate or Deactivate Automation Services for SMS
Configure SMS Entry Points
Purchase and Configure SMS Phone Numbers

Agent Idle Time Settings

1

Manage Agent Idle Timing

Manage Business Hours

3

Check Where Business Hours are Used
Create Business Hours
Edit, Duplicate, and Delete Business Hours

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)

Manage Recharge

1

Set Up Recharge Integration

Manage ReturnLogic

1

Set Up ReturnLogic Integration

BigCommerce

1

Refund, Discount, and Cancel Orders through BigCommerce Actions

Manage Freeform Topics

3

Archive and Unarchive Freeform Topics
Update Freeform Topic Display Name
Create Freeform Topics

Manage Simplesat

1

Set Up Simplesat Integration

Answer Threads Components

2

Conversation Page Overview
Answer Threads Interface Overview

Get Started With Buttons

2

Add and Edit Buttons
Buttons Overview

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)

Get Started With Gladly

5

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

Tasks

2

Configure Task Routing Window
What is a Task?

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

Contacts

7

Channel Wait Time (New)
Contact Summary Counts
Channel Mix
Contact Summary Durations
Contact Export
Contact Summary (New)
Contact Timestamps

Opt-In/Opt-Out of SMS

3

Retrieve SMS Opt-Out Record
Opt-Out of SMS Messages
Opt-In To Receive SMS

Business Hours FAQs and Troubleshooting

1

Q. Are we required to configure Business Hours?

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?

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?

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

Shopify

1

Refund, Discount, and Cancel Orders through Shopify Actions

Use AI to Rephrase

2

Use AI to Rephrase a Reply
Use AI to Rephrase Overview

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

Glad App Features

5

Chat Volume Management
Quick Actions (FAQs)
Glad App (Chat) Automatic Onboarding
Self-Service Handoff
Quick Reply Buttons

Answers Best Practices

3

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

Notes

1

What are Notes?

Conversations

3

Conversation Summary
Conversation Timestamps
Conversation Export

Conversation Workflow

3

Configure Conversation Reopen Window
Configure Email and Voicemail Routing Settings
Configure Voice Routing Settings

List of App Integration Partners

1

List of Integration Partners

Work With Gladly Reports

2

Schedule Reports
Advanced Data Integrations

Data Integrations

6

Introduction
Ingest Conversation Contents
Ingest Contact Center Performance Data
Ingest Raw Event Data
Data Model Notes
Reporting API Metric Set Identifiers

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

SMS Compliance

2

SMS Compliance Requirements
SMS Consent and Compliance Guidelines

App Platform

1

App Platform Documentation

Compliance

1

ADA Certification for Glad App

Lookup Adaptor Best Practices

2

Best Practices
Programmatic Creation of Customer Profiles

Customer Experience

6

Topics
Proactive Voice Summary
Payments Summary
Auto-Throttle Missed Conversations
Abandoned Calls in IVR
IVR

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

Set Up Content

2

Set Up Topics
Answers Setup

Code Samples

1

Code Samples

Reports

4

Sidekick Conversation Time Dashboard
Sidekick Dashboard
Access Sidekick Reports
Sidekick Assists by Classification Topic

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

Lookup Adaptor FAQs

1

FAQ

Customer Tasks

3

Task Timestamps
Task Export
Task Summary

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

Freeform Topics Insights

1

Analyze Freeform Topics Attributes

Customers

1

Delete Customer Profiles

App (iOS and Anroid)

1

Create and Configure Glad App Mobile (iOS/Android)

Configure Help Center

1

Set Up Help Center

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

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

Web

2

Glad App Availability/Visibility
Create and Configure Glad App (Web)

Proactive Conversations

3

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

Advanced Integrations

5

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

API FAQs

2

Default API Rate Limits
Creating Conversations and Tasks on Gladly

Sidekick

1

Sidekick Assists by Classification Topic

Manage Quick Reply

2

Start Here Before Configuring Quick Reply Buttons
Add and Configure Quick Reply Buttons

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

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

Testing Process

1

Testing Checklist

Glad App Best Practices

2

Glad App (Chat) Operational Tips
Glad App Configuration Tips

Users Accounts

1

Set Up Agents and Supervisors

Reports and Insights

1

CX Performance Indicator Benchmarks

Single Sign-On

2

Maintain and Rotate SAML Certificates
Activate and Manage Single Sign-On

Launch Preparation

1

Prepare For Launch

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?

Post Launch Activties

3

Post Launch Steps
Introduction to Support
Features and Capabilities

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?

Expand Gladly

2

Expansions Best Practices
Customer Directory Access

Get Started With Help Center

3

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

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?

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

Compliance

1

Help Center ADA Compliance

Invoices and Billing

2

Track User Events for Billing Purposes
Invoice and Billing Overview

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

Help Center FAQs and Troubleshooting

1

Q. What cookies does Help Center and Glad App use?

Innovation Partner Program

1

Innovation Partner Program

General

2

Q. What is the minimum character requirement to search Answers?
Q. I’m not able to see Answers in the layout preview

Get Started With OOTB Reports and Insights

1

What are ‘Out Of The Box’ (OOTB) reports?

Platform Readiness and Performance

3

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

Expansion

1

Gladly Expansion Basics

Technical Requirements

6

Hardware Requirements
Software (OS and Browser) Requirements
VDI Requirements
Working From Home Requirements
Single Sign-On Setup
Network Requirements

Security and Compliance Policies

2

AI Security and Compliance
Data Subject Requests

Get Ready To Help Customers

4

Log Into Gladly
Your First Day on Gladly
Set Up Your Browser
Configure Your Headset

Interface Overview

4

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

Setup

3

Gladly User Profile Setup
Keyboard Shortcuts
Password Management

Simplesat FAQs and Troubleshootiing

1

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

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?

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?

Connectivity

1

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

Availability

1

Q. Why can’t I change my status to ‘Away’?

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

Task Users

5

Find a Task
Edit a Task
Collaborate and Comment on a Task
Create a Task
Close and Reopen a Task

Administrators

2

Settings Overview
Administrator Duties

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

Manage Your Customers

2

Manage Your ‘My Customers’ List
Agents With Multiple Roles

Change Your Channel Availability

3

Set Your ‘Active’ Status
Set Your Status or Reason as ‘Away’
Set Your Channel Availability to Help Customers

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

Help Customers on Different Channels

2

Get to Know Your Communication Channels
Help Customers on Different Channels

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

Manage Tasks

2

Create and Manage Tasks
Receive New Task Assignments

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

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?

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?

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?

Payments

3

General Payment FAQs
Payment Handling Security and Processing
Introduction to Chat Payments

Composition Screen

1

Greeting Suggestion

Contextual Callbacks

1

What is Contextual Callbacks? (For Voicemail)

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?

Get Started With Inbox

2

Sort Inbox Views
What’s an Inbox?

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

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

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

People Match Best Practices

1

Time-Based Priority Boosts (Wait Time and Due Date)

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?

Configuration

2

Q. Why can’t I click ‘Enable Changes’?
Q. Why aren’t my boosts being applied?

Get Started With Skills

2

What is Skills?
Prepare to Use Skills

Manage Skills

3

Archive and Unarchive Skills
Edit Skills
Create Skills

Skills Best Practices

1

Design Your Skill Hierarchy

Get Started With Rules

3

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

Manage Rules

4

Update a Rule
Change Rule Sort Order
Activate and Deactivate a Rule
Create a Rule

Rules Best Practices

2

Work With RegEx
Avoid Rules Loop

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?’

Rules Library

3

Rules Library for SMS
Rules To Reduce Spam
Common Rules Library

Answer Languages

1

Add and Remove Answer Languages

Configuration

1

Q. Can I change the URL slug of a Public Answer in the Help Center?

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?

Work With OOTB Reports

3

Interact With Reports
Export Reports (UI and API)
Generate Reports

Schedule Reports

2

Edit and Delete Scheduled Reports
Schedule Report for Automatic Delivery

Get Started With OOTB Dashboards

1

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

Use OOTB Dashboards

6

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

General

2

Q. How do I deactivate Insight Builder?
Q. How do I activate Insight Builder?

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?

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?

Builder

2

Q. Can we schedule reports built with Insight Builder?
Q. Why are there errors on downloaded reports?

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

Manage Entry Points

3

Delete Channels
Delete Exceptions
Set Up Channels and Entry Points

Voice

1

Answer Calls on VoIP, Direct Dial, or External System

SLA Benchmarks Per Channel

1

SLA Benchmarks

Mail Routing

1

What is Mail Routing?

Mail Routing Settings

1

Configure Email and Voicemail Routing Settings

Messaging Routing Settings

1

Configure Messaging Routing Settings

Voice Routing Settings

1

Configure Voice Routing Settings

Get Started With Voice

1

Voice Overview

Manage Voice

3

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

Voice Quality

2

Preserving Voice Quality
Voice Quality Survey

Voice Call Control Bar Overview

2

Voice Control Bar Overview
Listen, Coach, or Join Phone Calls

Voice and SMS Phone Number Pricing

1

Voice and SMS Phone Number Costs

Port Phone Numbers to Gladly

1

Call Forwarding vs Porting

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

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?

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?

Configuration

1

Q. Why can’t I find a recent phone number I purchased?

Voice Reports

1

Q. How long are callers waiting before they abandon their calls?

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?

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

IVR Best Practices

2

IVR Best Practices
Transfer Customers From Your IVR to SMS

Configure Basic IVR

1

Configure the Basic IVR

Configure Data Dips

3

What are ‘Data Dips’?
Set Up Data Dips
Data Dip Requirements

Manage Audio and Recordings

3

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

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?

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?

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?

Get Started With Email

1

Email Setup Overview

Email Requirements

1

Email Configuration Requirements

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

WhatsApp

2

Disconnect WhatsApp
Set Up and Configure WhatsApp

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

Get Started With Chat

1

Chat Using Glad App

Manage Chat

1

Add and Configure Chat Entry Points

Chat Best Practices

2

24/7 Chat Support With Glad App
Glad App (Chat) Launch Checklist

Get Started With Facebook Messenger

1

Why Use Facebook Messenger

Manage Facebook Messenger

2

Disconnect Facebook Messenger
Set Up and Configure Facebook Messenger

Facebook FAQs and Troubleshooting

1

Q. Why did Facebook get disconnected from Gladly?

Manage Instagram Messaging

3

Disconnect Instagram Messaging
Instagram Messaging Conversation Settings
Set Up and Configure Instagram Messaging

Instagram Messaging Best Practices

1

Instagram Best Practices

Instagram Messaging FAQs and Troubleshooting

2

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

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?

Configuration

1

Q. Why can’t I find a recent SMS number I purchased?

Get Started With Settings and Features

1

Settings Overview

Billing Questions

1

Invoice and Billing Resources

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?

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

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?

Configuration

1

Q. Why can’t I change an Active Status ‘Type?’

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?

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

Proactive Chat Best Practices

1

Proactive Chat Best Practices

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?

Campaign

1

Q. How often will repeat visitors see Campaigns they Triggered?

Get Started With Proactive Voice

2

How Proactive Voice Works
What is Proactive Voice?

Manage Proactive Voice

3

Track Proactive Voice Status
Stop a Proactive Voice Campaign
Create a Proactive Voice Campaign

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?

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?

Get Started With Proactive SMS

3

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

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

Proactive SMS Best Practices

1

Proactive SMS Best Practices

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?

Campaign

2

Q. Can we schedule and automatically repeat SMS Campaigns?
Q. Can we personalize SMSes for Proactive SMS Campaigns?

Get Started With Proactive Email

3

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

Manage Proactive Email

3

Edit and Stop a Proactive Email Campaign Outreach
Track Proactive Email Campaign Status
Create a Proactive Email Campaign

Proactive Email Best Practices

1

Proactive Email Best Practices

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?

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?

Get Started With Ada

2

Ada Overview
Ada Integration Toolkit

Manage Ada

1

Set Up Ada Integration

Ada FAQs and Troubleshooting

1

Q. Who do I contact if I need help?

Get Started With Playvox

2

Playvox Integration Overview
Playvox Overview

Manage Playvox

1

Set Up Playvox Integration

Playvox/Playvox FAQs and Troublshooting

1

Q. Who do I contact if I need help with Playvox / Playvox?

Get Started With Attentive

2

Attentive Integration Toolkit
Attentive Overview

Manage Attentive

1

Set Up Attentive Integration

Attentive FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Attentive?

Get Started With AWS EventBridge

1

AWS EventBridge Overview

Manage AWS EventBridge

1

Set Up AWS EventBridge Integration

Get Started With BigCommerce

2

BigCommerce Overview
BigCommerce Integration Toolkit

Manage BigCommerce

2

Set Up BigCommerce Integration
Refund, Discount, and Cancel Orders through BigCommerce Actions

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?

Get Started With Calabrio

2

Calabrio Overview
Calabrio Integration Toolkit

Manage Calabrio

1

Set Up Calabrio Integration

Get Started With Delighted

2

Delighted Overview
Delighted Integration Toolkit

Manage Delighted

1

Set Up Delighted Integration

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?

Get Started With Formspree

2

Formspree Integration Toolkit
Formspree Overview

Manage Formspree

1

Set Up Formspree Integration

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?

Get Started With Formstack

2

Formstack Integration Toolkit
Formstack Overview

Manage Formstack

1

Set Up Formstack Integration

Formstack FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Formspree?

Get Started With HiOperator

2

HiOperator Overview
HiOperator Integration Toolkit

Manage HiOperator

1

Set Up HiOperator Integration

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?

Get Started With Idiomatic

2

Idiomatic Overview
Idiomatic Integration Toolkit

Manage Idiomatic

1

Set Up Idiomatic Integration

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?

Get Started With Klaviyo

2

Klaviyo Overview
Klaviyo Integration Toolkit

Manage Klaviyo

1

Set Up Klaviyo Integration

Klaviyo FAQs and Troubleshooting

1

Q. Who do I contact if I need help?

Get Started With MaestroQA

2

MaestroQA Overview
MaestroQA Integration Toolkit

Manage MaestroQA

1

Set Up MaestroQA Integration

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?

Get Started With Medallia Agent Connect

2

Medallia Agent Connect Overview
Medallia Agent Connect Integration Toolkit

Manage Medallia Agent Connect

1

Set Up Medallia Agent Connect Integration

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?

Get Started With Magento

2

Magento Integration Toolkit
Magento Overview

Manage Magento

1

Set Up Magento Integration

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?

Get Started With Netomi

2

Netomi Overview
Netomi Integration Toolkit

Manage Netomi

1

Set Up Netomi Integration

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?

Get Started With Ordergroove

2

OrderGroove Integration Toolkit
Ordergroove Overview

Manage Ordergroove

1

Set Up OrderGroove Integration

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?

Get Started With Qualtrics

2

Qualtrics Overview
Qualtrics Integration Toolkit

Manage Qualtrics

1

Set Up Qualtrics Integration

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?

Get Started With Flip

2

Flip Overview
Flip Integration Toolkit

Manage Flip

1

Set Up Flip Integration

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?

Get Started With Screenmeet

2

ScreenMeet Cobrowse Overview
ScreenMeet Integration Toolkit

Manage Screenmeet

2

Manage Users
Set Up ScreenMeet Widget

Use Screenmeet

2

Reports to Track CoBrowse Sessions
Start a Cobrowse Session With ScreenMeet

Screenmeet FAQs and Troubleshooting

2

Q. How do I view ScreenMeet recordings?
Q. How do I get access to ScreenMeet?

Get Started With Segment

2

Segment Overview
Segment Integration Toolkit

Manage Segment

1

Set Up Segment Integration

Segment FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Segment?

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

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

Shopify Actions

3

Update Shopify Order Notes
Shopify Order Detail Features
Refund, Discount, and Cancel Orders through Shopify Actions

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?

Get Started With Simplr

2

Simplr Integration Toolkit
Simplr Overview

Manage Simplr

1

Set Up Simplr Integration

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?

Get Started With Smile.io

2

Smile.io Overview
Smile Integration Toolkit

Manage Smile.io

1

Set Up Smile.io Integration

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?

Get Started With Spree

2

Spree Overview
Spree Integration Toolkit

Manage Spree

1

Set Up Spree Integration

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?

Get Started With SupporTrends

3

SupporTrends Overview
View Gladly Conversations in SupporTrends
SupporTrends Integration Toolkit

Manage SupporTrends

1

Set Up SupporTrends Integration

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?

Get Started With Swell

2

Swell Overview
Swell Integration Toolkit

Manage Swell

1

Set Up Swell Integration

Swell FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Swell?

Get Started With Emplifi

2

Emplifi Integration Toolkit
Emplifi Overview

Manage Emplifi

1

Set Up Emplifi Integration

Emplifi FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Emplifi?

Get Started With Optimizely Data Platform

2

Optimizely Data Platform Overview
Optimizely Data Platform Integration Toolkit

Manage Optimizely Data Platform

1

Set Up Optimizely Data Platform Integration

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?

Get Started With Lookup Adapter Debugger

2

Debugger User Permission Requirement
What Is the Lookup Adaptor Debugger?

Get Started With Liveboards

4

Timezones on Liveboards
Display Options for Liveboards
What is Liveboards?
Staying Up to Speed with Liveboards

Liveboard Views

4

How to Use the Topics Liveboard
How to Use the People Match Liveboard
How to Use the Summary Liveboard
How to Use the Agents Liveboard

Liveboards FAQs and Troubleshooting

2

Q. Can I log Agents out through Agent Liveboard?
Q. Why am I getting an error when filtering Liveboards?

Self-Guide Implementation Package

2

Self-Guided Implementation Instructions
Self-Guided Implementation Overview

Infrastructure Setup

5

SSO Setup
Difference Between Sandbox and Production
Environment Access
Default Gladly Settings
Infrastructure Requirements

Launch Day

1

Launch Gladly

SMS

3

Tag a Phone Number as SMS
SMS and MMS Send Status
Send and Receive SMS Messages

Get Started with Loop Returns

2

Loop Returns Integration Toolkit
Loop Returns Overview

Manage Loop Returns

1

Set Up Loop Returns Integration

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?

Get Started with Jotform

2

Jotform Overview
Jotform Integration Toolkit

Use Lookup Adaptor Debugger

3

Test Auto-linking + Details Workflow
Find Custom Attributes
Test Basic + Detailed Workflow

Manage Jotform

1

Set Up Jotform Integration

Voice

4

Respond to Voicemails
Answer, Mute, and Hold Phone Calls
Make Outbound Calls
End, Transfer, and Conference Calls

Jotform FAQ and Troubleshooting

1

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

Email

1

Create and Reply to Email Messages

Customer Relationships

4

Switch Between Profiles of Related Customers
Create, Edit, and Delete Relationships
Pin and Unpin Interactions Between Customers
What is Customer Relationships?

Get Started With Topics

2

What are Topics?
Principles of Hierarchical Topics

Manage Your Topics

4

Topic Hierarchy Maintenance
Archive Existing Topics
Require Topic for Every Conversation
Create and Manage Topics

Topics Best Practices

2

Design Your Topic Hierarchy
Apply Topics on Every Conversation

Get Started With SLA Business Hours (Reporting)

2

What Is SLA Business Hours?
Reports to Track SLA Business Hours

Manage SLA Business Hours (Reporting)

2

Edit SLA Business Hours
Configure SLA Business Hours

Social

4

Switch Between Messaging Sessions
Respond to and Initiate WhatsApp Messages
Respond to and Initiate Facebook Messages
Respond to Messages From Instagram

SLA Business Hours (Reporting) FAQs and Troubleshooting

2

Q. Do we have to set up SLA Business Hours?
Q. What happens to reports if we update our primary operating hours?

Get Started with Zinrelo

3

Zinrelo Overview
Zinrelo Integration Toolkit
Work With Zinrelo Actions

Manage Zinrelo

1

Set Up Zinrelo Integration

Zinrelo FAQs and Troubleshooting

2

Q. Who do I contact if I need help with Zinrelo?
Q. Why can’t I see custom attributes in the Customer Profile?

Get Started with FiveTran

2

Fivetran Integration Toolkit
Fivetran Overview

Manage FiveTran

1

Set Up Fivetran Integration

Get Started With Dedicated Hero

3

Rules for Dedicated Hero
What is Dedicated Hero?
How Dedicated Hero Works

Manage Dedicated Hero

2

Prepare to Use Dedicated Hero
Assign or Unassign a Dedicated Hero to a Customer

Dedicated Hero FAQs and Troubleshooting

2

Dedicated Hero FAQs
Dedicated Hero Scenarios for Agents and Managers

Get Started with Shipped Suite

2

Shipped Suite Integration Toolkit
Shipped Suite Overview

Manage Shipped Suite

1

Set Up Shipped Suite Integration

Shipped Suite FAQs and Troubleshooting

1

Q. Who do I contact if I need help with Shipped Suite?

Get Started With AI

1

Get Started With AI in Gladly

Get Started with Siena AI

2

Siena AI Overview
Siena AI Integration Toolkit

Manage Siena AI

1

Set Up Siena AI Integration

Siena AI FAQs and Troubleshooting

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?

Data Export

1

Export Customer Email Addresses From Gladly

Security Compliance

2

Compliance Event Log
Configure Data Retention Settings and Data Deletion Options

AI Summaries

1

Summarize Conversation With AI Summaries

AI Authoring

1

Reauthor Existing Text With AI Authoring

Get Started With Focus

3

Start Here Before Activating Focus
Agent Experience for Focus
What is Focus?

Manage Focus

1

Configure Focus Settings

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?

Manage Custom Attributes Settings for Rules

5

Find Custom Attributes
Add New Custom Attributes as Conditions
Update Customer Lookup Timeout
Deactivate Custom Attribute Lookup Before Rules
Use Custom Attributes in Rules

List of Actions

21

Generative Reply
Update Conversation
Send Answers
Send Reply
Add Rules
Ask Question
Analyze Message
Filter Data
Refund Order
Look Up Return
Update Customer
Look Up Customer
Update Order
Look Up Tracking Info
Look Up Order
Check Tracking SLAs
Check Cancel Order Eligibility
Cancel Order
Update Subscription
Look Up Subscription
Cancel Subscription

Report Recipes

1

Insight Builder Recipe Library

Platform Readiness

1

Gladly Sidekick Holiday Preparation Checklist

Manage Shopify

1

Set Up Shopify Integration for Sidekick

Manage DHL Ecommerce

1

Set Up DHL Integration for Sidekick

Manage Returnly

1

Set Up Returnly Integration for Sidekick

Manage Loop Returns

1

Set Up Loop Integration for Sidekick

Manage Ordergroove

1

Set Up Ordergroove Integration for Sidekick

Manage Recurly

1

Set Up Recurly Integration for Sidekick

Manage Recharge

1

Set Up Recharge Integration for Sidekick

Manage Stripe

1

Set Up Stripe Integration for Sidekick

Manage Shipstation

1

Set Up Shipstation Integration for Sidekick

Manage Shipwire

1

Set Up Shipwire Integration for Sidekick

Manage Ship Hero

1

Set Up Ship Hero Integration for Sidekick

Get Started With Corso

2

Corso Integration Toolkit
Corso Overview

Manage Corso

1

Set Up Corso Integration

Corso FAQs and Troublshooting

1

Q. Who do I contact if I need help with Corso?

Interface Overview

2

Thread Builder Interface Overview
Sidekick Text Editor Interface Overview

Memories

2

Memories Overview
Memory Glossary

Answers

1

Manage Public Answers

Answer Threads Actions

2

Actions Overview
Generative Reply

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