April 24, 2024 #
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Dedicated Hero Routing Ignoring Rules
Fixed – Rules that attempt to keep specific Conversations in an Inbox, regardless of whether there’s a Dedicated Hero assigned, were being ignored.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Demystifying IVR: Back to Basics Classroom Session
Did you know that Gladly receives many support requests regarding IVRs? Although this technology requires some technical skills, it is designed to be user-friendly, so even those without IVR experience can learn how to create and manage an IVR using our IVR resources. But to get started, it’s essential first to understand the basics.
Gladly’s Professional Service Engineer, Joann Kim, will lead a session 
on April 25 at 10 AM PT | 1 PM ET to help you understand the IVR UX, review IVR concepts such as nodes and templates, and share tips and standard practices when configuring an IVR.
RESOURCES
New Learning and Development Content in Connect Learning
Connect Learning boasts a library of engaging courses on CX, Soft Skills, Leadership, Management, and beyond. Whether you’re new to the game or a seasoned pro, you can upskill yourself or your entire team. Bond with colleagues by tackling courses together and sparking meaningful discussions about your learnings.
Industry experts guide you through interactive video lessons, quizzes, and practical assignments, ensuring you can immediately apply your newfound knowledge. Gladly Connect Learning empowers you to learn at your own pace, acquiring valuable skills that positively impact your work and personal development.
Visit Gladly Connect Learning to see the latest L&D and Gladly courses.
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd .
April 17, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Delete Customer Profiles via REST API
Delete Customer Profiles via API to comply with data subject requests. The endpoint requires both Compliance Administrator and API User roles assigned to the user.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Demystifying IVR: Back to Basics Classroom Session
Did you know that Gladly receives many support requests regarding IVRs? Although this technology requires some technical skills, it is designed to be user-friendly, so even those without IVR experience can learn how to create and manage an IVR using our IVR resources. But to get started, it’s essential first to understand the basics.
Gladly’s Professional Service Engineer, Joann Kim, will lead a session on April 25 at 10 AM PT to help you understand the IVR UX, review IVR concepts such as nodes and templates, and share tips and common IVR scenarios.
RESOURCES
Gladly Connect Live 2024 On Demand
Gladly Connect Live 2024 was a smashing success — we hope you were able to join us! From exploring the trends of sharing CX to learning from visionary industry leaders, guests left feeling inspired and equipped with new tools and ideas to supercharge their CX organizations.
Didn’t attend Gladly Connect Live 2024? No worries — register today to receive all of the sessions, delivered right to your inbox, in the next 1-2 weeks. All confirmed attendees will receive the sessions automatically.
Key Sessions You’ll Receive:
- Keynote by Louie Gravance, a former leader at the Walt Disney Company
- Doing More With Less – Scaling Your Support Team Without Scaling Costs
- Crafting Authentic Customer Experiences, From Retail to Online
- CX Change Makers – How to Impact Innovation Across Your Organization
- From Theory to Practice – AI Adoption Across Real Business Scenarios
- And more
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd .
April 10, 2024 #
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Topics Dashboard Displayed Incorrect ‘1st Channel’ Filter Options
Fixed – The Topics Dashboard’s “1st Channel” filter options included non-applicable options like Mail, Messaging, Task, and Voice, resulting in zero results. The filter options have been removed
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Demystifying IVR: Back to Basics Classroom Session
Did you know that Gladly receives many support requests regarding IVRs? Although this technology requires some technical skills, it is designed to be user-friendly, so even those without IVR experience can learn how to create and manage an IVR using our IVR resources. But to get started, it’s essential first to understand the basics.
Gladly’s Professional Service Engineer, Joann Kim, will lead a session on April 25 at 10 AM PT to help you understand the IVR UX, review IVR concepts such as nodes and templates, and share tips and common scenarios to configure an IVR.
RESOURCES
Gladly Connect Live 2024 On Demand
Gladly Connect Live 2024 was a smashing success — we hope you were able to join us! From exploring the trends of sharing CX to learning from visionary industry leaders, guests left feeling inspired and equipped with new tools and ideas to supercharge their CX organizations.
Didn’t attend Gladly Connect Live 2024? No worries — register today to receive all of the sessions, delivered right to your inbox, in the next 1-2 weeks. All confirmed attendees will receive the sessions automatically.
Key Sessions You’ll Receive:
- Keynote by Louie Gravance, a former leader at the Walt Disney Company
- Doing More With Less – Scaling Your Support Team Without Scaling Costs
- Crafting Authentic Customer Experiences, From Retail to Online
- CX Change Makers – How to Impact Innovation Across Your Organization
- From Theory to Practice – AI Adoption Across Real Business Scenarios
- And more
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd .
April 3, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
New Filter Rollup for Agent Login Time and Agent Away Time Reports
We added Weekly, Monthly, and Quarterly as rollup options to filter the Agent Login Time and Agent Away Time reports.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Variables Missing in Data Dip Nodes
Fixed – The Variables section in a Data Dip node was not visible, preventing any updates from being made.
Unable to Save Changes to HTTP Node
Fixed – Changes made to the HTTP node were not applying and saving.
Unable to Pin Customer Profiles
Fixed – When pinning Customers, the pin menu would appear briefly but reverted to displaying an incomplete menu making it impossible to use the pin feature.
Missing Data in Agent Login Time and Agent Away Time Reports
Fixed – The Agent Login Time and Agent Away Time reports were missing data when Standard Time to Daylight Savings Time occurred.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCES
Gladly Connect Live 2024 On Demand
Gladly Connect Live 2024 was a smashing success — we hope you were able to join us! From exploring the trends of sharing CX to learning from visionary industry leaders, guests left feeling inspired and equipped with new tools and ideas to supercharge their CX organizations.
Didn’t attend Gladly Connect Live 2024? No worries — register today to receive all of the sessions, delivered right to your inbox, in the next 1-2 weeks. All confirmed attendees will receive the sessions automatically.
Key Sessions You’ll Receive:
- Keynote by Louie Gravance, a former leader at the Walt Disney Company
- Doing More With Less – Scaling Your Support Team Without Scaling Costs
- Crafting Authentic Customer Experiences, From Retail to Online
- CX Change Makers – How to Impact Innovation Across Your Organization
- From Theory to Practice – AI Adoption Across Real Business Scenarios
- And more
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd .
