Learn the basics of how Ada integration works.
Who maintains the integration? #
The Ada integration with Gladly is built and maintained by Ada.
Basic scope #
Ada hands over Customers to Glad App if they choose to speak to an Agent whenever Ada cannot resolve the Customer inquiry, including using content from Public Answers. Ada passes over the Customer’s information so Gladly can identify the Customer and open their Gladly Profile.
How the integration works #
Once Glad App and Ada are embedded on your website, Ada seamlessly hands over Customers to Glad App if the Customer opts to speak to an Agent. The Customer is authenticated and verified, allowing Ada to add the Customer’s chat transcript to the Conversation Timeline. From there, Agents have a full view of the Customer’s interaction with Ada.
When a chat ends in Glad App, Ada quickly opens back up and allows the Customer to resume where they left off before they contacted an Agent. But first, Ada may ask if their issue has been resolved. If they select “No,” Gladly can ask the Customer if they’d like to be connected to an Agent by phone. Ada can even detect if the Customer’s phone number is missing in the Customer Profile and ask for it. Once collected, Ada automatically adds the phone number to their Profile and provides a Call option through Gladly’s IVR.
Lastly, Ada can also create Conversation items in Gladly to pass additional information to allow your support team to follow up with a Customer when they request support outside of your regular business hours. A Task is created for the Customer that is then routed and assigned to Agents so they can follow up with the Customer.
