Demystifying IVR: Back to Basics

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Contact Gladly Support

We are here to help answer your questions and assist you with the Gladly platform.

FAQs

How do I delete customer data from Gladly?

Manage how long to store Customer data for and delete Customer data collected, including Contacts, Conversations, or their entire Customer Profile, to abide by privacy and data regulations.

How do I delete information/images from the Conversation Timeline?

Information on how to delete attachments (images, files, documents, etc.) directly from the Conversation Timeline. This is sometimes needed if a Customer sends private/sensitive information that should not be stored in Gladly.

What other apps does Gladly integrate with?

See our list of integration partners and how to get started.

I deleted a Customer’s detail in their Profile but it keeps reappearing

Learn how to unlink customer details here.

How do I download Conversation transcripts?

Conversation transcripts cannot be downloaded via the UI but can be completed through API. You can download Conversation copies one at a time or in bulk. See how here.

How is Gladly preparing for Chrome's end of third-party cookies?

As of now, Gladly has only identified a single issue with this upcoming change by Google, scheduled for Q3 2024 (July - September). Whereby reporting in our sandbox environment(s) will not load. This is currently being addressed by Gladly Engineering and we will notify customers via our release notes once a fix is in place to circumvent this issue.

Can I block disruptive/abusive Customers in Gladly?

You may find yourself needing to block certain Customers from contacting you, especially when they send inappropriate messages or are become disruptive. Learn how to stop disruptive behavior through various channels here.

What are Gladly Support's operating hours?

Gladly Support hours are 6 AM to 6 PM Pacific Time, Monday to Friday. Our team follows modified Support hours during certain company holidays. You can submit a request anytime, but please make sure to use the correct business impact/severity level:

  • P1 and P2 requests for Premium tier Customers alert our Support team, and requests are reviewed & responded to within the allotted response time.
  • P3 and P4 requests are replied to during normal business hours.

Can’t find what you’re looking for?

Here are additional documentation resources below.

Help & Documentation

View documentation

Learning

View documentation

Developer

View documentation

Business Impact and Priority Level Details

Choosing the correct 'Business Impact' priority level in the form prevents delays in processing your request.

Priority 1

Critical Business Impact

Description

Platform outage occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround. (Gladly is offline and entirely inoperable.)

First Response Time: Premium

1 hour

Severity Level: Correct

Outgoing Chat messages are failing to send. This is affecting multiple Agents across the country.

Multiple (possibly all) Agents can't take calls in Gladly.

First Response Time: Standard

2 business hours

Severity Level: Incorrect

It looks like I haven't been receiving emails from a Customer. (Recommended Severity: P3)

Can we please remove this Customer's credit card info that's included in this note? (Recommended Severity: P3)

Priority 2

Major Business Impact

Description

Major issue occurring in the production system severely impacting business. (The issue impacts numerous users, but they are still able to work in a limited capacity.)

First Response Time: Premium

4 hours

Severity Level: Correct

Several Agents are currently unable to login to Gladly via our SSO.

Several Agents are unable to accept calls and are showing as unavailable while using our VPN. (Other Agents are able to use Gladly just fine).

First Response Time: Standard

4 business hours

Severity Level: Incorrect

One of our Agents has received many calls this morning and each time the Customer could not hear them. (Recommended Severity: P3)

We have a rule for routing emails from our UK Customer to our General Inquiries Inbox and I'm not sure if I set up the regex correctly - please help! (Recommended Severity: P3 or P4)

Priority 3

Partial Business Impact

Description

Issue causing impaired or non-critical loss of functionality on the production system. (The issue impacts 1-2 users.)

First Response Time: Premium

Next business day

Severity Level: Correct

Our Facebook Channel is currently not receiving messages from Customers in Gladly - what happened?

We need to block these numbers from entering our IVR's.

First Response Time: Standard

Next business day

Severity Level: Incorrect

Please add this new email entry point to Gladly. (Recommended Severity: P4)

Is there a report that does x, y & z in Gladly? (Recommended Severity: P4)

Priority 4

Minimal Business Impact

Description

Issue occurring on non-production system or question, comment, feature request, documentation issue, or other non-impacting issues.

First Response Time: Premium

3 business days

Severity Level: Correct

Is there a report that does x, y & z in Gladly?

Please delete the following Customer profiles from Gladly.

First Response Time: Standard

3 business days

Severity Level: Incorrect

We need to block the these numbers from entering our IVR's. (Recommended Severity: P3)

Agents are unable to type in Japanese in Gladly's conversation window. (Recommended Severity: P3)

Contact Us

We look forward to helping you.

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Date / Time Issue Occurred
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Please remember to include a conversation URL in your submission if/when possible, this will allow Gladly to identify timestamps of when this issue occurred.
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