Gladly Help

Set up and configure a WISMO Thread to allow Customers to self-service and check the status of their order in Sidekick without needing to speak to an Agent.

Before you start #

Before you create a Thread for the “Where is my order?” (WISMO) use case, we recommend you first review the following:

• WISMO Thread configuration is a four-part process. First, you think about new Quick Reply buttons to capture non-order status requests, create and configure a Thread, configure Quick Reply buttons, then assign the Thread to a Quick Reply button on Sidekick. If this is the first time you’re setting up a Thread or switching to using Quick Reply buttons, start by reviewing Start Here Before Configuring WISMO Thread and plan Quick Reply buttons alongside your “Order Status” button.
• If you’re using a Lookup Adaptor to display order details in Gladly from your OMS, please configure your Lookup Adaptor first to ensure you show rich order details in Sidekick.
• Understand the Customer and Agent experience for WISMO interactions.
• Understand what order data Customers see based on your OMS.
• Only orders made within the last 30 days and up to three orders are shown to the Customer.

Create a Thread #

Proceed to create and configure a WISMO Thread once you know what other buttons to implement with your “Order Status” Quick Reply button.

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the Orchestration category, click Self-Service Threads.
4. If this is the first Thread you’re creating, click Activate to accept the fees associated with Self-Service Threads.f
5. Upon clicking Activate from the Self-Service Threads page, click Create Thread.
   
6. From the Create New Thread page, there are four sections (Customer Identify Authentication, Authentication Email, Order Status, Thread messages) that you will need to configure. Each section controls a specific element of the interaction.
   
   Enter the following information:
   Tip – In Gladly, use the illustrations to the right of each option to help visualize the part of the interaction you are configuring.
   
   
   • Thread name – Enter a name that helps you identify the use case for the Thread. This is the name that appears when linking a Quick Reply button to a Thread.
     • Example – “Order Status”
   • Language – Select a language for the Thread.
     
     
     Customer Identity Authentication
     This section configures messages sent to verify the Customer’s identity using their email address.
     
     
   • Confirming a customer’s authentication code – Customize the text when asking Customers to provide the unique identification code they received via email if they choose to check their order status through a Quick Reply button.
     • Example – “Got it! To confirm it’s you, please in the code that was sent to the email address <EMAIL ADDRESS>.”
     • Note – Authentication codes expire in 24 hours.
   • When the Customer provides the correct code – Customize the text Customers see if they enter the correct authentication code.
     • Example – “Thanks! We have successfully verified your account.”
   • When the Customer doesn’t provide the correct code – Customize the text Customers see if they enter an incorrect authentication code.
     • Example – “Oops, looks like the code you provided is incorrect. But don’t worry, one of our agents will be with you shortly to help.”
   • Note – Authentication codes cannot be resent. Instead, they’ll be connected to an Agent if authentication fails.
     
     
     Authentication EmailThis section configures the email authentication process to confirm their identity.
   • From email address – From the list of existing email addresses you have in Gladly, select the email address you’d like the authentication (code) email to come from.
   • Email message –Customize the text that contains the authentication code in an Email Answer. You must create an Email Answer and then select the Email Answer in this option. The authentication code is dynamically inserted at the end of the Email Answer after the last sentence.
     • Example – “Please copy and paste the authentication code into your Self-Service chat so we can be sure it’s really you we’re talking to. If you received this email in error, please contact our support team.
        
       This is your authentication code:”
       
       
       Order Status
       This section configures order messages based on the status of the order shown to the Customer after email authentication.
       
       
     • When an order is found – Customize the text when an order is found. This text appears above the order status details shown to the Customer.
       • Example – “Here’s the status of your recent order:”
       • Tip – Use this text field to relay a general message. For example, if you are experiencing general shipment delays, you may add text like, “Here’s the status of your recent order. Please note we’re experiencing system-wide shipment delays. Thank you for your patience.”
     • When no order can be found –  Customize the text when no order is found.
       • Example – “We were unable to find an order associated with that email address. But don’t worry, one of our agents will be with you shortly to help.”
     • When the order card is missing the status, estimated arrival date, and tracking information – Customize the text in the order status card if shipment/fulfillment information (e.g., tracking number, arrival date) is not yet available.
       • Example – “We’re preparing your order for shipment.”
       • Note – This status is common for recently placed orders.
         
     • When the order card is missing the estimated arrival date and tracking information – Customize the text in the order status card if the estimated arrival date or tracking information is still not yet available.
       • Example – “We’re awaiting carrier pickup.”
       • Note – The tracking number may not appear along with the estimated delivery date and does not mean the order has been picked up by the carrier.
         
     • When the order card is missing the estimated arrival date –Customize the text in the order stats card if the estimated arrival date is still not available.
       • Example – “The order has been picked up, but the estimated delivery date is not yet available.” 
       • Note – The tracking number may appear ahead of the estimated delivery date and be picked up by the carrier but does not mean an arrival date is available.
     • Ask the Customer if the question has been answered – Customize the text to ask the Customer if seeing the status of their order answers their question.
       • Example – “Did this answer your question?”
       • Tip – Use this text field to relay a message after the order status is presented. For example, if you want to share a webpage where order tracking could be found, you may add text like, “Visit retale.com/myorderdetails to look up order history.” Don’t forget to end this text with the “Did this answer your question?” question to cue Customers to respond.
     • When the question has been answered – Customize the button text Customers click if seeing their order status satisfies their request.
       • Example – “Yes, that helped”
       • Note – Clicking this option results in a resolution, meaning the Customer is satisfied with seeing their order status, and this interaction results in a Resolution fee.
     • When the question has not been answered – Customize the button text Customers click if seeing their order status doesn’t satisfy their request and would like to speak to an Agent.
       • Example – “No, speak to an agent”
       • Ask the Customer if they need more help – Customize the text asking Customers if they need more help.
         • Example – “Is there anything else you need help with?”
     • When the Customer doesn’t need more help – Customize the button text Customers click to confirm they don’t need additional assistance and wish to end the interaction.
       • Example – “Thanks, I’m all set”
     • When the Customer needs more help – Customize the button text Customers click to confirm they need additional assistance and wish to speak to an Agent.
       • Example – “Speak to an agent”
     • Closing message when the Customer doesn’t need more help – Customize the text if the Customer chooses to end the interaction without speaking to an Agent.
       • Example – “Feel free to chat gain if you have more questions. Have a great day!”
     • Closing message when the Customer needs more help –Customize the text if the Customer chooses to speak to an Agent.
     • Example – “Got it! Let’s connect you with someone who can help.”
       
       Thread Messages
     • When an authentication or order lookup error has occurred –Customize the text if an order lookup fails or an error occurs, then automatically route the Customer to the next available Agent.
       • Example – Sorry, something has gone wrong. But don’t worry, one of our agents will be with you shortly to help.
7. Click Save.
   • Note – Required fields appear in red if missing upon saving. Complete the missing fields and click Save again.

Upon saving your Thread, it is made available on the Self-Service Threads page.

Next, you must link the Thread to Sidekick as a Quick Reply Button.

Link Thread to Sidekick as a Quick Reply button #

1. On the Settings page, under the Channels category, click Sidekick.
2. Hover over the Sidekick that you want to add the “Order Status” button available in. Click the kebab icon, then click Configure.
   • Note – See Create and Configure Sidekick to create a new Sidekick if you don’t already have one.
3. Scroll down to the Greeting header and make sure the Onboarding box is checked. This is important as not activating Onboarding prevents Customers from receiving an authentication code.
   
4. Below the Third Message box, you’ll find the “How would you like the customer to reply” option. Click Select a Quick Reply Button option.
   
   • Note – This option may already be checked if you already have other Quick Reply buttons configured. Also, make sure to have planned other Quick Reply buttons to add alongside the “Order Status” button.
5. Add a new button for the Order Status Thread you created. Click + add button if you need to add a new line.
   
   • Button Label – Enter a button name signifying the Thread flow. For example, “Order Status.” This is the button name Customers see.
   • Button ID – Used to identify the button for API or other automation uses. Enter an alphanumeric, text, or number ID. For example, “Order_Status.” While required, this is not used by Threads.
   • No Thread Assigned – This is important. Click this drop-down list and select the Order Status Thread you created. A Customer clicking this button triggers the WISMO Thread.

Next, continue to add other Quick Reply buttons alongside the “Order Status” button.

Add other Quick Reply buttons #

Because you changed Sidekick to receive Customer replies from Type a Message to Select a Quick Reply Button to reply when replying to the Third message, you must add other buttons(s) to give Customers a way to chat who do not have an order status-related question. These are the buttons you planned to include alongside “Order Status” before you created the WISMO Thread.

Add the other Quick Reply buttons you planned to have alongside your “Order Status” button.

• Button Label – If using Rules, this is the Rule Message Body – Contains – Only = “Something Else” (Where “Something Else” is the button name.

That’s it! The Order Status button is now available on Sidekick and showing to Customers attempting to chat after providing their name and email address.

See the Customer and Agent experience to understand how they’d interact with WISMO/order status requests.