Congratulations on setting up Answer Threads! Now, let’s explore the key components and concepts essential to maximizing its potential. By understanding these, you can enhance Answer Threads’ performance, empowering your Customers to self-serve effectively while ensuring seamless handoffs to Agents when necessary.
The section below explains key concepts that are the foundation of the Answer Threads experience.
Public Answers #
Answer Threads tap into information stored as Public Answers to address and respond to questions asked by Customers. This means the more information you document containing information frequently asked by Customers, the more reliable and helpful Answer Threads could be in assisting Customers.
To get the most value out of your Answer Threads configuration:
- Review current Public Answers to ensure that:
- Your Public Answer repository is robust and complete with Answers for all types of Customer inquiries you might want Sidekick to support.
- Once live with Answer Threads, the Contacts page can be used to identify gaps in Public Answers, as well as Public Answers that could benefit from revision.
- Create new Public Answers or update existing ones for Answer Threads to utilize.
- Your Public Answers are written and formatted to follow these tips.
- Your Public Answer repository is robust and complete with Answers for all types of Customer inquiries you might want Sidekick to support.
Multi-Audience #
Answer Threads can support multiple Audiences. If your Help Center is set up to service more than one Audience, Answer Threads can also be configured for each Audience (or brand). This allows Answer Threads to leverage information from specific subsets of Public Answers and lean on unique Advice and Transfer Reasons. To utilize Multi-Audience support with Answer Threads:
- Review Public Answers for each Audience with attention to these items.
- Consider the customized Advice or Transfer Reasons you’d like to apply to each Audience.
- Contact Gladly Support or your Gladly Account Representative for assistance configuring Answer Thread for multiple Audiences.
Sidekick beta #
Sidekick beta is a view within Gladly Hero where you can configure, adjust, and test your Answer Threads setup. Sidekick beta provides access to three key pages that help further customize the Answer Threads experience:
Contacts #
Explore Conversations where Answer Threads has engaged with a Customer. This page is core to monitoring Answer Threads performance and identifying opportunities for improvement.
Advice #
Provide instructions that craft the generative AI assistant’s personality. Advice guides Answer Threads’ overall behavior and directs how the assistant will interact with a Customer.
Test Sidekick #
Test how your generative AI assistant would respond to a Customer given the current configuration. Adjustments made to Public Answers and Advice will impact the assistant’s reply, so thorough testing is recommended whenever changing your Answer Threads setup.
Transfer Reasons #
Transfer Reasons address Contact reasons you do not want the generative AI assistant to interact with. When Sidekick identifies an inquiry as a Transfer Reason, the Conversation instantly hands off to an Agent. A set of default Transfer Reasons is already built into the Answer Threads product. For help modifying or adding Transfer Reasons, please reach out to Gladly Support or your Gladly Account Representative.
Sidekick Configuration #
Gladly Sidekick helps power Answer Threads. Within the Thread Builder, Answer Threads look the same as Structured Threads, with the key difference being that the Generative Reply Action is added within the Thread. Answer Threads are created by adding a new Thread within Settings > Sidekick > Threads. Answer Threads can be identified by the Thread name (i.e., ‘Chat – Answer Threads’).
Generative Reply Action #
The Generative Reply Action triggers generative AI when a Thread is executed. If you have a multi-audience set up, you may see an Action with <BRAND> name instead.
