Conversation Timeline
A single conversation across every channel
See a customer's entire conversation history, no matter what channel they come from, in a single view. This provides more context, less repetition, quicker responses, and a radically personal touch to customer service.
One lifelong thread
Every conversation, across all channels, is tied to single communication thread so agents don't have to switch between platforms based on the channel their customer reaches out from.
See all customer activity
Get a pulse on customer activity before they reach out, like what they were searching for before deciding to chat or their overall sentiment from their last review.
Keep work in context
Solve customer issues as a team within the customer's conversation to make sure everyone has the context they need to get work done quickly.
Key features
With the conversation timeline a customer’s entire history and activity is in one view, which means more context, less repetition, quicker responses, and a radically personal touch to service.
Gladly AI
AI-powered agent responses, writing assistance, and summaries reduce rote tasks for your Support Heroes and enable them to focus on higher-priority issues.
Conversation history
Customer communications, across all channels, are stored in one lifelong conversation thread in one centralized view.
Customer activity
Get a pulse on customer activity before they reach out, like what they were searching for before deciding to chat or their overall sentiment from their last review.
Reviews and feedback
Integrate your CSAT system to pull customer feedback and sentiment directly into the timeline right after a conversation.
Topic dispositions
Assign topics to conversations to always have a quick reference point to refer back to when a customer says “I remember I called this time last year.”
Notes
Highlight the small details from a conversation with notes that are only visible to your internal teams to provide more context.
Conversation pinning
Associate a customers friends and family to the conversation to make group bookings and gifts on behalf of others easy to reference.
Summaries
Reduce after-call work with AI-generated summaries that catch up teammates and managers.
"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made our workflows so much easier."
Rebecca Boxall
VP Marketing, Channels & Customer Experience, Native Shoes
See the Conversation Timeline in action
Check out our resources to start thinking radically personal
All in a single, lifelong conversation
Eliminate the constraints of omnichannel communication. Gladly looks, feels, and works as one continuous conversation stream with every channel built-in.
Operational Efficiency
Want to increase efficiency? Gladly’s platform is built to maximize workload capacity, boost agent productivity and optimize the most cost-efficient channels.
Customer service AI
Gladly’s customer service AI speeds up resolutions, reduces handle times, and transforms automated support into personal experiences, boosting efficiency.