Set Up Agents and Supervisors

Background #

Gladly allows you to enable accounts for your agents and supervisors as needed, either via CSV or manual one-by-one creation. Agents can also be assigned to specific inboxes so that they do not retrieve work they are not skilled in.

For an overview of how agent accounts work with SSO, please view SSO setup.

For an overview of inboxes, click here.

For an overview of agent roles, please view this link.

Goals #

Set up agents and supervisors

Estimated Effort #

15 minutes

Step-by-Step Tutorial & Best Practices #

For training, please consult your SOW on Agent training.

1. Go to the Users page.
2. If adding up to 5 users, we recommend adding one-by-one:
   1. Click on Add User.
   2. Specify the agent’s name and email address.
   3. Specify agent permissions.
   4. Specify agent inboxes.
   5. Click Save.
   6. The agent will receive an invitation link to the email address specified. For those without SSO, an invitation will be valid for 24 hours. For those with SSO, agents can access Gladly now as long as they have been added to your SSO provider and given access to the Gladly app via your IT team.
3. Alternatively, for over five users:
   1. Click on Upload CSV
   2. Follow CSV template – please note that if you specify an agent’s email that already exists in Gladly, this will overwrite their settings.
   3. Click on Upload CSV File.
   4. Wait for CSV upload to finish.
   5. Agents will receive an invitation link to the email address specified. For those without SSO, an invitation will be valid for 24 hours. For those with SSO, agents can access Gladly now as long as they have been added to your SSO provider and given access to the Gladly app via your IT team.