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.
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.
"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made our workflows so much easier."
See the Conversation Timeline in Action
Experience the platform as a Gladly support hero
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