Gladly integration FAQs

• Answer: Siena automates conversations using the dedicated Agent profile created during the initial step, ensuring consistency in your customer service.
  
  

Question: How can I identify Siena-Automated Conversations?

• Answer: All tickets that were automated by Siena will have the tag handled-by-siena or assisted-by-siena (if the reply was sent as an internal note). We highly recommended to create custom views in Gladly so you can monitor the tickets that were handled by Siena.