Gladly Help

The Call option from the Plus Menu is available if a Customer has a phone number stored in their Customer Profile.

1. Click the Gladly + icon, then click Call.
2. You will see From and To numbers. If configured and when necessary, you can change the From number, which is the number your Customer will see when you call.
3. Click Call in the bottom right corner of the screen. Then you will hear a prompt that the call is being connected. Calls are automatically recorded and added to the Conversation Timeline.
   • Additional phone controls to mute, transfer, conference, or end the call appear on top of the screen.
   • Don’t forget to add a Note to summarize your call.
4. When you’re done, click the End icon. The recording of the call is automatically added to the Conversation Timeline.

Toll-free numbers #

For Gladly VoIP Customers, you won’t be able to call other toll-free numbers from Gladly if you’re also calling from a toll-free number (1-800, 888, 877, 866, 855, 844, 833). If you get an error message, use a local or non-toll-free number to call from Gladly. If you don’t have one, contact your manager.