Work in Gladly (By Role)
This comprehensive set of documents covers all available user Roles in Gladly: Agents, Managers and Supervisors, Administrators, Task Users, Administrators, and Answers Administrators. Explore duties and capabilities by Role, and see common FAQs and troubleshooting tips to help navigate each unique Role in Gladly.
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Agents
- Manage Your Customers
- Change Your Channel Availability
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Manage Conversations
- 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
- Voice Call Controls
- Manage Tasks
- Manage Customer Profiles
- Handle Payments and OMS Orders
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Agents FAQs and Troubleshooting
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Customer Profile
- 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
- 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
- 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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Customer Profile
- Managers and Supervisors
- Task Users
- Administrators
- Answers Administrator
