Contact Support
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Contact UsWork in Gladly (By Role)
This comprehensive set of documents covers all available user Roles in Gladly: Agents, Managers and Supervisors, Administrators, Task Users, Administrators, and Answers Administrators.
Explore duties and capabilities by Role, and see common FAQs and troubleshooting tips to help navigate each unique Role in Gladly.
Explore duties and capabilities by Role, and see common FAQs and troubleshooting tips to help navigate each unique Role in Gladly.
Agents
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Manage Your Customers
Change Your Channel Availability
- Set Your Channel Availability to Help Customers
- Set Your Status or Reason as ‘Away’
- Set Your ‘Active’ Status
- Help the Next Customer
- Close a Conversation
- Reopen a Closed Conversation
- Monitor Notifications Center
- Add a Note to a Conversation
- Check Recently Viewed Customers
- Check Conversation Timeline Event Timestamps
- View Previous Conversations by Topic
- Apply Topics to a Conversation
- Assign Conversation to a Different Inbox or Agent
- Mark a Conversation as ‘No Reply Needed’
- Search and Insert Answers in Conversations
- Mark Answers as Favorite
- Help Customers on Different Channels
- Get to Know Your Communication Channels Voice
- Make Outbound Calls
- Answer, Mute, and Hold Phone Calls
- Respond to Voicemails
- End, Transfer, and Conference Calls
- Change Phone Number and Extension
- Listen To Call Recordings
- Pause, Delete, or Download Voice Call Recordings
- Internal Users Coaching or Joining a Call
- Missed Call Notification
- Automatically Create Customer Profiles
- Identify Integrated Systems
- Add a New Customer Profile
- Add and Edit Customer Contact Details
- Merge Customer Profiles
- Create a Relationship Between Customers
- Link Customer Profile to an External (Integrated) System
- Q. Why is the Conversation Timeline is showing ‘The conversation history could not be loaded’?
- Q. I can’t merge Profiles because they have different external customer ids.
- Q. Why is the Conversation Timeline saying to contact our developer?
- Q. The Conversation Timeline says a Conversation was rerouted because of a conflicting offer. What does that mean?
- Q. Can I add a Customer’s photo to their Profile?
- Q. What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?
- Q. I can’t preview PDF attachments in the Conversation Timeline.
- Q. What does ‘Conversation was closed automatically’ in the Conversation Timeline mean?
- Q. Customer replies are appearing in the wrong order in the Conversation Timeline
- Q. How are Conversations separated in the Conversation Timeline?
- Q. How do I delete attachments/images in the Conversation Timeline?
- Q. Can we unmerge Customer Profiles accidentally merged?
- Q. A Customer sent me private/sensitive data. What should I do?
- Q. Why can’t I close a Conversation?
- Q. Why am I not receiving any work from Customers?
- Q. Why am I getting errors when requesting more customers to help?
- Q. Why is a Customer’s request appearing on an unrelated Customer’s Profile?
- Q. Why is there no sound along with a notification?
- Q. Why are emails appearing in our Voice-only Inbox?
- Q. Why did I receive a chat while on a phone call?
- Q. I’m not receiving new emails but im ‘available’ for the Mail+Tasks Channel.
- Q. I’m not available for chat but why am I receiving chat requests?
- Q. Why are emails to eBay marketplace customers failing to send?
- Q. Why did I receive a call and a message at the same time?
- Q. Why do I keep getting errors when sending an email?
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Customer Profile
- Use Liveboards to Monitor Your Contact Center
- Add and Remove Agents From an Inbox
- Listen, Coach, or Join Phone Calls
- Generate and Review Reports
