Gladly Help

The Voice Control bar appears above the Customer Profile during a phone call.

End a call #

There are two ways a Voice call ends on Gladly:

1. When you click the End Call icon on the Voice Control Bar.
2. The Customer hangs up.

Once your call ends, you’ll automatically receive another call depending once the length of time lapses based on the current After Call Work settings. Use this time to finalize your call notes before the next call comes in. To stop receiving calls, you must mark yourself Unavailable for Voice. 

Transfer a call #

Transfers a call directly to another Agent, a Team Manager, a different Inbox, or externally to a different person.

Transfer call to another Agent or a Team Manager #

1. From the Voice Control bar, click on the Transfer icon.
2. Search for the Agent you want to transfer the Customer to by typing their name in the search box. Click the Agent’s name to transfer the call. Agents are listed under the Agents header.
   
3. The receiving Agent will be notified of the call and have the option to Accept or Decline the call.
   
   • Agent/Manager picks up the call – Provide them with the context of the Customer’s issue. If the receiving Agent agrees to take the Customer, you can complete the transfer by clicking Complete. The Customer will be transferred to the Receiving Agent.
   • Agent/Manager doesn’t pick up the call or says they can’t help the Customer – Cancel the transfer by clicking Cancel and then find another person. If you decide to stop the transfer, click the Hold icon to bring the Customer back on the line.
   • Agent/Manager is unavailable or doesn’t pick up – For warm transfers directly to an Agent, routing looks at the specific Agent’s status. The warm transfer won’t go through if they are Away, offline, or on another call, and the Agent won’t be dialed. Click Find Another Agent to find a new Agent to transfer the call to.
   • If you decide you no longer want to transfer the call – Return to helping the Customer by clicking the Transfer icon again. The Customer will still be on hold, so click Hold to take the Customer off hold.

To learn how to transfer a call to a person that joined to coach or assist you, see Transfer the call to a person participating in the call.

Transfer call to an Inbox #

1. From the Voice Control bar, click on the Transfer icon.
2. Search for the Inbox you want to transfer the Customer to by typing the Inbox name in the search box. As you hover over the Inbox name, you’ll see options on the side to initiate either a Warm or Cold transfer.
   • Warm Transfer – This is when you have the chance to speak to the Agent you’re transferring the Customer to before completing the transfer. It allows you to brief the Agent on the Customer’s issue rather than having the Customer repeat their issue.
     • If no one in the Inbox picks up – The Routing Engine will find the next available Agent to dial. If none are available, the warm transfer won’t go through, and no one will be dialed. You’ll be asked to pick another Inbox to transfer to or another transferee.
   • Cold Transfer –This is when you transfer the Customer directly to another Inbox and leave the call. The call is routed to another Agent in that Inbox.
     • If no one in the Inbox picks up – The call will still be transferred to the Inbox. The Customer will wait enqueued in the Inbox until the next available Agent becomes available, or they are moved into the queue IVR (if used) experience.
3. Click Cold to transfer the Customer to the selected Inbox without additional handoff. Or, click Warm to speak to a receiving Agent in the selected Inbox first before completing the transfer.
   
4. Complete the transfer by clicking the Complete.
   

Transfer outside of Gladly #

1. From the Voice Control bar, click the Conference icon.
   
2. Enter the phone number into the field titled Enter phone number.
3. Press ENTER (for Windows) or RETURN (for Mac), click the field titled ExternalNumber, then click Conference.
4. Wait until the other party has connected. You’ll see the bar below say “Connected.”
5. Introduce yourself to the other party and explain why you are calling.
6. Take the Customer off hold by clicking Actions, then click Take off Hold. This will create a call.
   
7. Complete the transfer by leaving the conference call by clicking the End icon, then Leave conference.
   

Start a conference call #

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1. From the Voice Control bar, click the Conference icon.
   
2. Enter the phone number into the field titled Enter phone number or SIP address.
3. Press ENTER (for Windows) or RETURN (for Mac), click the field titled External, then click Conference. 
   • Add more participants to the call by clicking Add Participant.

Leave a conference call #

Click the End icon, then Leave conference. This allows you to leave a conference call you started without ending the call.