Step-by-Step Tutorial & Best Practices #
Technical Foundations #
SSO (if applicable)
- SSO has been configured.
- You can log in via SSO account to Gladly.
- All Agents can log in via SSO account.
Network, hardware, and software
- Network requirements have been implemented, with all Agents passing network tests.
- Hardware requirements have been met.
- Software requirements have been met — Agents should utilize Chrome for helping customers.
Channel Settings #
Voice and IVR
- Voice settings are correct for each Phone Number
- You have associated the right Phone Number to the right IVR and queue IVR
- You have uploaded the correct hold and queue music
- You have configured the appropriate IVR Wait Duration
- You have tested each IVR by dialing into the appropriate phone number.
- Ensure the correct greeting, QA, and queue music shows up.
- Press / select each menu option.
- Ensure that each option goes into the right place (e.g. Gladly, a forwarded number)
- Toggle business hours on / off and ensure the right recordings are played.
- Toggle holiday hours on / off and ensure the right recordings are played.
- If there is a voicemail, ensure it goes to the right Gladly Inbox.
- Agents can hear customers when picking up the phone.
- Warm / Cold transfers work to desired Inboxes.
- Agents are able to place outbound calls via Gladly.
SMS
- Each SMS Entry Point works as expected.
- SMS Entry Points go to the right Inbox.
- SMS auto-replies work as desired.
- Outbound SMs-es are able to deliver,
- You have read through SMS acceptable use policies and have confirmed you will not be violating carrier regulations.
- Email DKIM and SPF records have been set up and verified per domain.
- Email forwarding has been put in place.
- Inbound Email goes to the right Inbox.
- Email auto-replies work as desired.
- Ensure rules work (e.g.: applies topics), if configured.
- Agents can send outbound emails from Gladly.
- Outbound Email delivers from Gladly.
Social Channels (Facebook, , Instagram) Inbound
- Social Channels inbound messages go to the right Inbox.
- You are able to respond to inbound social channel messages.
- If using Instagram, you have “Allow Access to Messages” turned on.
Glad App
- Confirm Glad App design and text
- Correct font-family.
- Out-of-the-office HTML message looks correct, with all links clickable.
- Correct hex codes / colors.
- You can chat with an agent and receive a response back.
- If onboarding is configured, you can onboard and enter your name and email.
- If self-service is enabled:
- You can click on all the Quick Action links.
- You can search for answers, they are in the right language and for the right audience.
- The out-of-the-office message is correct, and all links in the HTML template work.
- If auto chat throttling is turned on, there are Agents who will staff the Inbox you are pointing chat to.
- If proactive chat campaigns are turned on, campaigns show when testing on your web page.
- If utilizing in-app SDK, you are able to load Glad App on Android/iOS and send an inbound chat message.
- If you have a sandbox environment, you are using a production embed code instead of sandbox.
- If the front-end website has a content-security policy, you have updated your content-security policy to allow Gladly Glad App.
Chat Payments (if applicable)
- Agent is able to request chat payment.
- Customer is able to enter credit card.
- Agent is able to view credit card information.
Integrations #
Lookup Adaptor
For each Lookup Adaptor:
- Basic search works in < 5 seconds, providing relevant results to Agents based on parameters entered by Agent on Basic search page.
- Basic search manual fields are configured as designed.
- Auto-linking configuration works (recommend email & mobile phone).
- Customer profile configuration & layout works as expected and designed.
- Detailed lookup works in < 5 seconds and provides real-time information on the right customer ID.
- Actions, if configured, work as desired.
- You have set up some form of Gladly-supported Authentication on your Lookup Adaptor.
Other
- You have connected all other desired out-of-the-box integrations available on Gladly.
Content Settings and Self Service #
Answers and Topics
- Answers are up-to-date and Agents understand when / how to utilize them.
- Topics are up-to-date and Agents understand when / how to utilize them.
- Audiences have been created, with Answers correctly categorized in each Audience.
Help Center
- Help Center appears on the right page on your website.
- Help Center Search is in the right language.
- Help Center Audience is configured correctly.
- Help Center layout and columns look as desired.
- Help Center layout looks as desired on Mobile screen widths.
- If you have a sandbox environment, you are using a production embed code instead of sandbox.
Orchestration and Agent Experience Settings #
Conversation Workflow Settings
- Email and Voicemail routing settings are correct.
- Voice routing settings are correct.
- Messaging routing settings are correct.
Agent Experience Settings
- Idle timing settings are correct – recall this is across all Agents!
- Away Agent Status settings are correct.
- Active Agent Status settings are correct.
Orchestration Settings
- Business hours settings are correct – recall that these settings are only used in routing rules. For Entry Point business hours, please configure directly in IVR or Glad App.
- Inboxes have been configured, and you have set up default outbound addressees from inboxes if you have multiple of each channel.
- You are familiar with how People Match, Rules, and Skills work together to assign conversations to Agents.
- Entry point default SLA and Inbox mappings are correct.
- People Match settings are correct, and you are satisfied with the boosts applied.
- Skills have been set up, if desired, and utilized in People Match configurations to apply boosts.
- Rules have been set up to route to Inboxes, apply topics, close conversations, send auto-replies, and more.