Gladly Connect Virtual 2025 — May 28, 2025 REGISTER NOW

White X
Logo
  • Product Documentation
  • Learning
Search Icon
  • Sign In
  • Create Account
  • Product Documentation
  • Learning
  • Logout
  • Sign In
  • Create Account

Introduction

  • Introduction to Developer Tutorials

Lookup Adaptor

  • 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

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

Get Started With Conversations

  • 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

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

Get Started With Answers

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

Agents

  • 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

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

Get Started With SMS

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

Get Started With Business Hours

  • Prepare to Use Business Hours
  • What is Business Hours?

Get Started With Integrations

  • Identify Integrated Systems
  • Introduction to App Integrations

Get Started With Recharge

  • Recharge Overview
  • Recharge Integration Toolkit

Start Implementation With Gladly

  • Value Added Services
  • Implementation Packages

Chat

  • Accept and Reply to Chat Messages

Get Started with ReturnLogic

  • ReturnLogic Integration Toolkit
  • ReturnLogic Overview

Payment Through Chat

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

Get Started With Threads

  • What are Threads?

Structured Thread Components

  • Anonymous Actions
  • Pivots

Actions and Sub-Actions

  • Actions Overview

Sidekick Fundamentals

  • Sidekick Experience Overview
  • What is Sidekick?

Lookup Adapter

  • Leverage Existing Lookup Adaptor Data for Sidekick

2024 Releases

  • 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

  • Prepare To Use Freeform Topics
  • What is Freeform Topics?

Get Started With Simplesat

  • Simplesat Integration Toolkit
  • Simplesat Overview

Create a New Thread

  • Hierarchy Overview
  • Create a New Thread Overview

Designing Your Integration

  • Understand Your Use Cases
  • Setup and Testing
  • Technical Planning

2023 Releases

  • 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

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

Routing FAQs and Troubleshooting

  • 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

  • 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

  • Answer Usage by Agent
  • Answer Usage

Work With Insight Builder

  • 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

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

Agent Idle Time Settings

  • Manage Agent Idle Timing

Manage Business Hours

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

Manage App Integrations

  • 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

  • Set Up Recharge Integration

Manage ReturnLogic

  • Set Up ReturnLogic Integration

BigCommerce

  • Refund, Discount, and Cancel Orders through BigCommerce Actions

Manage Freeform Topics

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

Manage Simplesat

  • Set Up Simplesat Integration

Answer Threads Components

  • Conversation Page Overview
  • Answer Threads Interface Overview

Get Started With Buttons

  • Add and Edit Buttons
  • Buttons Overview

Get Started With Glad App

  • 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

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

Tasks

  • Configure Task Routing Window
  • What is a Task?

Manage Answers

  • 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

  • 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

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

Business Hours FAQs and Troubleshooting

  • Q. Are we required to configure Business Hours?

Recharge FAQs and Troubleshooting

  • 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

  • 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

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

Shopify

  • Refund, Discount, and Cancel Orders through Shopify Actions

Use AI to Rephrase

  • Use AI to Rephrase a Reply
  • Use AI to Rephrase Overview

Manage Answer Threads

  • 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

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

Answers Best Practices

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

Notes

  • What are Notes?

Conversations

  • Conversation Summary
  • Conversation Timestamps
  • Conversation Export

Conversation Workflow

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

List of App Integration Partners

  • List of Integration Partners

Work With Gladly Reports

  • Schedule Reports
  • Advanced Data Integrations

Data Integrations

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

Manage Structured Threads

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

SMS Compliance

  • SMS Compliance Requirements
  • SMS Consent and Compliance Guidelines

App Platform

  • App Platform Documentation

Compliance

  • ADA Certification for Glad App

Lookup Adaptor Best Practices

  • Best Practices
  • Programmatic Creation of Customer Profiles

Customer Experience

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

SMS Best Practices

  • 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

  • Set Up Topics
  • Answers Setup

Code Samples

  • Code Samples

Reports

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

Manage Glad App

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

Lookup Adaptor FAQs

  • FAQ

Customer Tasks

  • Task Timestamps
  • Task Export
  • Task Summary

Configure Channels

  • 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

  • Analyze Freeform Topics Attributes

Customers

  • Delete Customer Profiles

App (iOS and Anroid)

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

Configure Help Center

  • Set Up Help Center

Self-Service

  • 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

  • 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

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

Proactive Conversations

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

Advanced Integrations

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

API FAQs

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

Sidekick

  • Sidekick Assists by Classification Topic

Manage Quick Reply

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

Sunsetting

  • 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

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

Testing Process

  • Testing Checklist

Glad App Best Practices

  • Glad App (Chat) Operational Tips
  • Glad App Configuration Tips

Users Accounts

  • Set Up Agents and Supervisors

Reports and Insights

  • CX Performance Indicator Benchmarks

Single Sign-On

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

Launch Preparation

  • Prepare For Launch

General

  • 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

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

Reporting

  • 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

  • Expansions Best Practices
  • Customer Directory Access

Get Started With Help Center

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

Configuration

  • 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

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

Compliance

  • Help Center ADA Compliance

Invoices and Billing

  • Track User Events for Billing Purposes
  • Invoice and Billing Overview

Manage Help Center

  • 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

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

Innovation Partner Program

  • Innovation Partner Program

General

  • 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

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

Platform Readiness and Performance

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

Expansion

  • Gladly Expansion Basics

Technical Requirements

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

Security and Compliance Policies

  • AI Security and Compliance
  • Data Subject Requests

Get Ready To Help Customers

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

Interface Overview

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

Setup

  • Gladly User Profile Setup
  • Keyboard Shortcuts
  • Password Management

Simplesat FAQs and Troubleshootiing

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

General

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

Access

  • 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

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

Availability

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

Managers and Supervisors

  • 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

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

Administrators

  • Settings Overview
  • Administrator Duties

Answers Administrator

  • 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

  • Manage Your ‘My Customers’ List
  • Agents With Multiple Roles

Change Your Channel Availability

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

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

  • Get to Know Your Communication Channels
  • Help Customers on Different Channels

Voice Call Controls

  • 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

  • Create and Manage Tasks
  • Receive New Task Assignments

Manage Customer Profiles

  • 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

  • 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

  • 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

  • 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

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

Composition Screen

  • Greeting Suggestion

Contextual Callbacks

  • What is Contextual Callbacks? (For Voicemail)

Payments FAQs and Troubleshooting

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

Get Started With Inbox

  • Sort Inbox Views
  • What’s an Inbox?

Manage Inboxes

  • 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

  • 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

  • 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

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

General

  • 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

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

Get Started With Skills

  • What is Skills?
  • Prepare to Use Skills

Manage Skills

  • Archive and Unarchive Skills
  • Edit Skills
  • Create Skills

Skills Best Practices

  • Design Your Skill Hierarchy

Get Started With Rules

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

Manage Rules

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

Rules Best Practices

  • Work With RegEx
  • Avoid Rules Loop

Rules FAQs and Troubleshooting

  • 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

  • Rules Library for SMS
  • Rules To Reduce Spam
  • Common Rules Library

Answer Languages

  • Add and Remove Answer Languages

Configuration

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

OOTB Reports and Insights FAQs and Troubleshooting

  • 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

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

Schedule Reports

  • Edit and Delete Scheduled Reports
  • Schedule Report for Automatic Delivery

Get Started With OOTB Dashboards

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

Use OOTB Dashboards

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

General

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

Create Reports

  • 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

  • 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

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

Get Started With Channels and Entry Points

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

Manage Entry Points

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

Voice

  • Answer Calls on VoIP, Direct Dial, or External System

SLA Benchmarks Per Channel

  • SLA Benchmarks

Mail Routing

  • What is Mail Routing?

Mail Routing Settings

  • Configure Email and Voicemail Routing Settings

Messaging Routing Settings

  • Configure Messaging Routing Settings

Voice Routing Settings

  • Configure Voice Routing Settings

Get Started With Voice

  • Voice Overview

Manage Voice

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

Voice Quality

  • Preserving Voice Quality
  • Voice Quality Survey

Voice Call Control Bar Overview

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

Voice and SMS Phone Number Pricing

  • Voice and SMS Phone Number Costs

Port Phone Numbers to Gladly

  • Call Forwarding vs Porting

Additional Voice Settings

  • 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

  • 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

  • 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

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

Voice Reports

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

Get Started With IVR

  • 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

  • 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

  • IVR Best Practices
  • Transfer Customers From Your IVR to SMS

Configure Basic IVR

  • Configure the Basic IVR

Configure Data Dips

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

Manage Audio and Recordings

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

General

  • 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

  • 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

  • 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

  • Email Setup Overview

Email Requirements

  • Email Configuration Requirements

Manage Email

  • 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

  • Disconnect WhatsApp
  • Set Up and Configure WhatsApp

General Messaging Settings

  • 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

  • Chat Using Glad App

Manage Chat

  • Add and Configure Chat Entry Points

Chat Best Practices

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

Get Started With Facebook Messenger

  • Why Use Facebook Messenger

Manage Facebook Messenger

  • Disconnect Facebook Messenger
  • Set Up and Configure Facebook Messenger

Facebook FAQs and Troubleshooting

  • Q. Why did Facebook get disconnected from Gladly?

Manage Instagram Messaging

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

Instagram Messaging Best Practices

  • Instagram Best Practices

Instagram Messaging FAQs and Troubleshooting

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

Operation

  • 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

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

Get Started With Settings and Features

  • Settings Overview

Billing Questions

  • Invoice and Billing Resources

Get Started With Agent Status

  • 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

  • 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

  • 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

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

Get Started With Proactive Chat

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

Manage Proactive Chat

  • 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

  • Proactive Chat Best Practices

General

  • 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

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

Get Started With Proactive Voice

  • How Proactive Voice Works
  • What is Proactive Voice?

Manage Proactive Voice

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

General

  • 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

  • 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

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

Manage Proactive SMS

  • 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

  • Proactive SMS Best Practices

General

  • 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

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

Get Started With Proactive Email

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

Manage Proactive Email

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

Proactive Email Best Practices

  • Proactive Email Best Practices

General

  • 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

  • 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

  • Ada Overview
  • Ada Integration Toolkit

Manage Ada

  • Set Up Ada Integration

Ada FAQs and Troubleshooting

  • Q. Who do I contact if I need help?

Get Started With Playvox

  • Playvox Integration Overview
  • Playvox Overview

Manage Playvox

  • Set Up Playvox Integration

Playvox/Playvox FAQs and Troublshooting

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

Get Started With Attentive

  • Attentive Integration Toolkit
  • Attentive Overview

Manage Attentive

  • Set Up Attentive Integration

Attentive FAQs and Troubleshooting

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

Get Started With AWS EventBridge

  • AWS EventBridge Overview

Manage AWS EventBridge

  • Set Up AWS EventBridge Integration

Get Started With BigCommerce

  • BigCommerce Overview
  • BigCommerce Integration Toolkit

Manage BigCommerce

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

BigCommerce FAQs and Troubleshooting

  • 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

  • Calabrio Overview
  • Calabrio Integration Toolkit

Manage Calabrio

  • Set Up Calabrio Integration

Get Started With Delighted

  • Delighted Overview
  • Delighted Integration Toolkit

Manage Delighted

  • Set Up Delighted Integration

Delighted FAQs and Troubleshooting

  • 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

  • Formspree Integration Toolkit
  • Formspree Overview

Manage Formspree

  • Set Up Formspree Integration

Formspree FAQs and Troubleshooting

  • 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

  • Formstack Integration Toolkit
  • Formstack Overview

Manage Formstack

  • Set Up Formstack Integration

Formstack FAQs and Troubleshooting

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

Get Started With HiOperator

  • HiOperator Overview
  • HiOperator Integration Toolkit

Manage HiOperator

  • Set Up HiOperator Integration

HiOperator FAQs and Troubleshooting

  • 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

  • Idiomatic Overview
  • Idiomatic Integration Toolkit

Manage Idiomatic

  • Set Up Idiomatic Integration

Idiomatic FAQs and Troubleshooting

  • 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

  • Klaviyo Overview
  • Klaviyo Integration Toolkit

Manage Klaviyo

  • Set Up Klaviyo Integration

Klaviyo FAQs and Troubleshooting

  • Q. Who do I contact if I need help?

Get Started With MaestroQA

  • MaestroQA Overview
  • MaestroQA Integration Toolkit

Manage MaestroQA

  • Set Up MaestroQA Integration

MaestroQA FAQs and Troubleshooting

  • 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

  • Medallia Agent Connect Overview
  • Medallia Agent Connect Integration Toolkit

Manage Medallia Agent Connect

  • Set Up Medallia Agent Connect Integration

Medallia Agent Connect FAQs and Troubleshooting

  • 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

  • Magento Integration Toolkit
  • Magento Overview

Manage Magento

  • Set Up Magento Integration

Magento FAQs and Troubleshooting

  • 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

  • Netomi Overview
  • Netomi Integration Toolkit

Manage Netomi

  • Set Up Netomi Integration

Netomi FAQs and Troubleshooting

  • 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

  • OrderGroove Integration Toolkit
  • Ordergroove Overview

Manage Ordergroove

  • Set Up OrderGroove Integration

Ordergroove FAQs and Troubleshooting

  • 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

  • Qualtrics Overview
  • Qualtrics Integration Toolkit

Manage Qualtrics

  • Set Up Qualtrics Integration

Qualtrics FAQs and Troubleshooting

  • 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

  • Flip Overview
  • Flip Integration Toolkit

Manage Flip

  • Set Up Flip Integration

Flip FAQs and Troubleshooting

  • 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

  • ScreenMeet Cobrowse Overview
  • ScreenMeet Integration Toolkit

Manage Screenmeet

  • Manage Users
  • Set Up ScreenMeet Widget

Use Screenmeet

  • Reports to Track CoBrowse Sessions
  • Start a Cobrowse Session With ScreenMeet

Screenmeet FAQs and Troubleshooting

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

Get Started With Segment

  • Segment Overview
  • Segment Integration Toolkit

Manage Segment

  • Set Up Segment Integration

Segment FAQs and Troubleshooting

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

Get Started With Shopify

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

Manage Shopify

  • 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

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

Shopify FAQs and Troubleshooting

  • 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

  • Simplr Integration Toolkit
  • Simplr Overview

Manage Simplr

  • Set Up Simplr Integration

Simplr FAQs and Troubleshooting

  • 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

  • Smile.io Overview
  • Smile Integration Toolkit

Manage Smile.io

  • Set Up Smile.io Integration

Smile.io FAQs and Troubleshooting

  • 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

  • Spree Overview
  • Spree Integration Toolkit

Manage Spree

  • Set Up Spree Integration

Spree FAQs and Troubleshooting

  • 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

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

Manage SupporTrends

  • Set Up SupporTrends Integration

SupporTrends FAQs and Troubleshooting

  • 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

  • Swell Overview
  • Swell Integration Toolkit

Manage Swell

  • Set Up Swell Integration

Swell FAQs and Troubleshooting

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

Get Started With Emplifi

  • Emplifi Integration Toolkit
  • Emplifi Overview

Manage Emplifi

  • Set Up Emplifi Integration

Emplifi FAQs and Troubleshooting

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

Get Started With Optimizely Data Platform

  • Optimizely Data Platform Overview
  • Optimizely Data Platform Integration Toolkit

Manage Optimizely Data Platform

  • Set Up Optimizely Data Platform Integration

Optimizely Data Platform FAQs and Troubleshooting

  • 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

  • Debugger User Permission Requirement
  • What Is the Lookup Adaptor Debugger?

Get Started With Liveboards

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

Liveboard Views

  • 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

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

Self-Guide Implementation Package

  • Self-Guided Implementation Instructions
  • Self-Guided Implementation Overview

Infrastructure Setup

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

Launch Day

  • Launch Gladly

SMS

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

Get Started with Loop Returns

  • Loop Returns Integration Toolkit
  • Loop Returns Overview

Manage Loop Returns

  • Set Up Loop Returns Integration

Loop Returns FAQs and Troubleshooting

  • 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

  • Jotform Overview
  • Jotform Integration Toolkit

Use Lookup Adaptor Debugger

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

Manage Jotform

  • Set Up Jotform Integration

Voice

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

Jotform FAQ and Troubleshooting

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

Email

  • Create and Reply to Email Messages

Customer Relationships

  • 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

  • What are Topics?
  • Principles of Hierarchical Topics

Manage Your Topics

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

Topics Best Practices

  • Design Your Topic Hierarchy
  • Apply Topics on Every Conversation

Get Started With SLA Business Hours (Reporting)

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

Manage SLA Business Hours (Reporting)

  • Edit SLA Business Hours
  • Configure SLA Business Hours

Social

  • 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

  • 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

  • Zinrelo Overview
  • Zinrelo Integration Toolkit
  • Work With Zinrelo Actions

Manage Zinrelo

  • Set Up Zinrelo Integration

Zinrelo FAQs and Troubleshooting

  • 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

  • Fivetran Integration Toolkit
  • Fivetran Overview

Manage FiveTran

  • Set Up Fivetran Integration

Get Started With Dedicated Hero

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

Manage Dedicated Hero

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

Dedicated Hero FAQs and Troubleshooting

  • Dedicated Hero FAQs
  • Dedicated Hero Scenarios for Agents and Managers

Get Started with Shipped Suite

  • Shipped Suite Integration Toolkit
  • Shipped Suite Overview

Manage Shipped Suite

  • Set Up Shipped Suite Integration

Shipped Suite FAQs and Troubleshooting

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

Get Started With AI

  • Get Started With AI in Gladly

Get Started with Siena AI

  • Siena AI Overview
  • Siena AI Integration Toolkit

Manage Siena AI

  • Set Up Siena AI Integration

Siena AI FAQs and Troubleshooting

  • 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

  • Export Customer Email Addresses From Gladly

Security Compliance

  • Compliance Event Log
  • Configure Data Retention Settings and Data Deletion Options

AI Summaries

  • Summarize Conversation With AI Summaries

AI Authoring

  • Reauthor Existing Text With AI Authoring

Get Started With Focus

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

Manage Focus

  • Configure Focus Settings

Focus FAQs and Troubleshooting

  • 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

  • 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

  • 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

  • Insight Builder Recipe Library

Platform Readiness

  • Gladly Sidekick Holiday Preparation Checklist

Manage Shopify

  • Set Up Shopify Integration for Sidekick

Manage DHL Ecommerce

  • Set Up DHL Integration for Sidekick

Manage Returnly

  • Set Up Returnly Integration for Sidekick

Manage Loop Returns

  • Set Up Loop Integration for Sidekick

Manage Ordergroove

  • Set Up Ordergroove Integration for Sidekick

Manage Recurly

  • Set Up Recurly Integration for Sidekick

Manage Recharge

  • Set Up Recharge Integration for Sidekick

Manage Stripe

  • Set Up Stripe Integration for Sidekick

Manage Shipstation

  • Set Up Shipstation Integration for Sidekick

Manage Shipwire

  • Set Up Shipwire Integration for Sidekick

Manage Ship Hero

  • Set Up Ship Hero Integration for Sidekick

Get Started With Corso

  • Corso Integration Toolkit
  • Corso Overview

Manage Corso

  • Set Up Corso Integration

Corso FAQs and Troublshooting

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

Interface Overview

  • Thread Builder Interface Overview
  • Sidekick Text Editor Interface Overview

Memories

  • Memories Overview
  • Memory Glossary

Answers

  • Manage Public Answers

Answer Threads Actions

  • Actions Overview
  • Generative Reply
View Categories
  • Home
  • Docs
  • Help and Documentation
  • Integrations
  • List of App Integration Partners
  • Shipped Suite
  • Shipped Suite FAQs and Troubleshooting
  • Q. Who do I contact if I need help with Shipped Suite?

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

< 1 min read

Contact Shipped Suite Support at [email protected] if you need help with the Shipped Suite Integration.

Was this article helpful?
Share This Article:
  • Facebook
  • X
  • LinkedIn
  • Pinterest
Still stuck? How can we help?

How can we help?

Updated on June 26, 2023
0 0 votes
Article Rating
Please Login to comment
0 Comments
Inline Feedbacks
View all comments
  • Product Documentation
    • Implementation
    • Developer Tutorials
    • Release Notes
    • API and SDK
  • Learning
    • Courses
    • Certificates
    • Gladly Software Courses
    • Learning and Development
    • FAQs
Logo
  • Sign In
  • System Status
  • FAQs
  • Visit gladly.com
  • Product Updates
Shopify Link
© 2025 Gladly Software. All Rights Reserved. Terms of Service Privacy Policy Acceptable Use Policy Compliance
wpDiscuz