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Gladly Implementation

Documentation highlights

  • Visit the release notes to see what’s new in Gladly.
  • Stay up-to-date on the latest features and improvements to Glady Hero and Gladly Sidekick by signing up to receive weekly product updates.
  • Use Ctrl + 'click link' (Windows) and ⌘ + 'click link' (Mac) to open links in a new tab without leaving the page.

Set Up Glad App

Table of Contents

Background #

The Gladly Glad App is a chat widget you embed on your site that will allow your Customers to either search for Answers or interact with your agents in real-time.

Goals #

Set up the look & feel and business hours of your Glad App using the configurations in the Glad App Admin Tool.

Successfully embed the Gladly Glad App on your website.

Estimated Effort #

1-2 hours to configure your Glad App via Glad App Admin Tool.

Step-by-Step Tutorial & Best Practices #

Basic Glad App Self-Service

  1. Determine the number of Glad Apps you need and their languages.
  2. Go to Settings > Glad App.
  3. Create and configure a Glad App instance for each Glad App.
    • Use Type=Self Service to activate self-service on Glad App.
    • Link Glad App to the correct Inbox on the Entry Points settings page.
  4. View your changes using your preview link – they should appear in 5 minutes. Note that Gladly does not host fonts but will inherit the font family from your website – so if fonts look off, ensure the font family name matches what is on your website.
  5. Get the embed code from the Gladly UI,
  6. Append the code to all pages of your website on the day of launch
  7. For further customizations on chat, visit https://developer.gladly.com/sidekick/.
  8. If you’d like to learn more about advanced display rules available from Premium+ Customers, please visit this page and consult with your implementations team.

In-App Chat #

  1. Create Glad App for mobile.
  2. For iOS & Android SDKs, visit https://developer.gladly.com/ios-sdk/ and https://developer.gladly.com/android-sdk/. The SDKs are located here https://github.com/gladly. Note that only chat is available for in-app, not self-service

Chat Payments #

  1. Confirm with your Gladly team if you’d like Chat Payments turned on – your implementation team will cover ongoing fees.
  2. Let your implementations team know if you want to further customize Chat Payment default text using this template.

Chat Authentication (Automatic Onboarding) #

Identify and authenticate Customer identity if they log into their online account/portal/members and start a chat. See Glad App (Chat) Automatic Onboarding.

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