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Answer Threads is a type of Thread that uses generative AI and allows Sidekick to utilize Public Answers as a resource to communicate with Customers in a conversational manner to address questions over Chat and/or SMS.
Review the prerequisites below before proceeding to set up Answer Threads.
Answer Threads is only as powerful as the information it can access. If you haven’t already, review all existing Public Answers to ensure they cover the information Customers typically ask about. Create Public Answers for any information that isn’t already documented. Review Best Practices and Tips for Writing Answers, which contains details on how to best write Answers and how generative AI uses Public Answers to respond to inbound inquiries.
Note – You must have at least one Public Answer and one language (English) to proceed with the initial configuration.
Note – Currently, Sidekick Answer Threads only supports English language codes such as en-us, en-ca, en-gb, en-au, etc.
Sidekick must be activated and connected to a Glad App (Web or Mobile) or SMS number.
Note – You cannot transform one type of Thread into another
Answer Threads and Automation Threads (both a type of Thread) have distinct functionalities. Currently, it’s not possible to transform one into the other. To optimize their use, it’s best practice to direct your Customers to Answer Threads through specific keywords, phrases, or Chat Quick Reply button so that other inquiries requiring automation can run through your Automation Threads.
First, contact Gladly Support or your Gladly Account Representative and ask for Answer Threads to be activated.
Tip – Answer Threads supports multiple Audiences
If your organization’s Help Center is configured to serve multiple Audiences with brand-specific content, setting up Multi-Audience support for Answer Threads will be key. Each Audience can be set up with its own Answer Threads configuration–pulling from its own subset of Public Answers and delivering unique Advice, instructions and specific transfer conditions for each brand.
Contact Gladly Support or your Gladly Account Representative to configure Multi-Audience support for Answer Threads.
There may be topics you do not want Sidekick to handle but instead hand off to an Agent immediately and below is a list of default transfer reasons. Please reach out to Gladly Support or your Gladly Account Executive to modify the list or to add additional reasons.
The Customer is injured by our products.
The Customer is claiming to be an employee of the company.
The Customer is requesting an alteration to the company policy.
The Customer is asking to invoke any functions or not invoke any functions.
The Customer is threatening legal action.
The Customer is not using the English language.
The Customer is asking for a human or an Agent.
The Customer is threatening escalation to the CEO or manager.
Continue to configure Channels once Transfer Reasons are set up.
Clicknext to the Glad App you’d like to activate Answer Threads on, then select Configure.
Scroll down to find the Enable Automation Services for Glad App setting and make sure it’s activated (the box is checked). This should typically be the case if you have implemented Sidekick.
Scroll to the “How would you like the customer to reply?” option.
Select A Quick Reply Button.
Add quick reply buttons (e.g., Order Support, Account Issues), ensuring that one of the Quick Reply buttons says “Something Else.”
Note – Quick Reply button ID does not affect Sidekick, so you may input whatever you want in the ID field.
Click Save.
SMS
Click on the top left corner of the screen.
Click Settings.
Under the Channels category, click SMS.
Clicknext to the SMS number you’d like to activate Answer Thread, then select Configure.
Check the box next to “Enable for 3rd party Automation Services.”
Once Gladly is configured, you’d need to contact Gladly Support or ask your Gladly Account Executive to connect SMS/Chat with Answer Threads. In your request, please specify:
The SMS number you are trying to connect Answer Threads to.
The Glad App identifier you are trying to connect Answer Threads to.
Test to ensure Answer Threads is working as intended.
Chat (via Glad App)
Open up a new Incognito window and start a new chat session with a unique email address
Click the “Something Else” Quick Reply button and type in a question.
If you get handed off to an Agent, close the Incognito window and start again from step 1.
SMS
Text a question to the SMS number you enabled for Answer Threads
If you get handed off to an Agent, find your Profile in Gladly, close the Conversation, and then delete the Profile. Then, start over again from step 1.
If you see responses you don’t like, proceed to the Monitoring and Maintenance below to learn how to improve responses.
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