| ADD-ON FEATURE This documentation is for an integration used by Gladly automation and AI/Sidekick products. Apps like this will soon also be able to display data and provide actions that interact with external systems and products within Agent-facing Customer Profiles. However, if you are looking for this capability now, you may be more interested in our list of integrations for Gladly Hero. |
Benefits #
Time-Saving Automation
Let AI handle repetitive tasks like cancellations and refunds, eliminating the need to switch between platforms or manually process these actions. This automation allows Agents to focus on resolving more complex Customer inquiries faster.
Enhanced Agent Productivity
Centralized tools and AI-driven workflows reduce the burden of routine tasks, enabling Agents to dedicate more time to meaningful Customer interactions, boosting both efficiency and satisfaction.
Improved Accuracy and Compliance
AI-driven processes adhere to pre-defined guardrails for refunds and cancellations, minimizing human error, ensuring consistent operations, and maintaining compliance with policies.
Superior Customer Experience
AI delivers instant resolutions for routine tasks like cancellations and refunds, offering faster, seamless, and personalized support. Customers benefit from a smoother experience that saves time and builds trust and loyalty.
Available Actions #
- Lookup Order by Order Number
- Lookup Orders by Email Address
- Returns a list of orders, including the detailed order data above
- Update an Order’s Shipping Address
- Update one or more fields in a shipping address
- Cancel an Order
- Include a cancellation reason and an optional staff-facing note
- Optional: Refund the Customer
- Optional: Restock committed inventory
Example use cases #
- Ask a Customer for an email address, pull associated Orders, and store this data for use elsewhere in Gladly. Direct the Customer experience flow based on existing Orders.
- A Customer contacts in with an Order Number, saying they want to cancel their Order. Gladly Sidekick looks up the Order, and evaluates cancellation eligibility based on when the Order was placed. Sidekick asks the Customer to verify part of their address, for security. Sidekick confirms this is a valid cancellation, cancels the Order, and informs the Customer when they can expect a refund.
Installation #
Contact Gladly Support to add this App to your Gladly instance. Please note that you need a developer resource to complete this installation.
