August 29, 2023 #
What’s Shipped #
Features and updates released to Production
New ‘Gladly-Agent-Id’ Header in GET Action Form Request
In Production this week, you can use ‘Gladly-Agent-Id’ to enhance your Lookup Adaptor(s) to:
- Log which Agent took a particular action in your external system.
- Send success/failure responses depending on which Agent submitted the Action form.
- Show different fields in the Action Form depending on the Agent who submitted the form.
‘Gladly-Agent-Id’ will be included in requests from Gladly to your Lookup Adaptor:
- During a GET Form request (this occurs when an Agent presses on an Action button and Gladly calls your Lookup Adaptor to retrieve form field configurations).
- During a POST Submit Form request (this occurs after the GET Form request and when the Agent clicks on the confirm button to submit an Action form).
The header property we are adding during the above two requests is described below:
- Property name – Gladly-Agent-Id
- Value – The Gladly Agent identifier who submitted the Action form or retrieved the Action form.
This header will not be included in any other requests to your Lookup Adaptor.
API Rate Limits
Starting this week, we will begin enforcing API rate limits to the published limit of 10 requests per second (rps). While we do not expect this to impact our customers, please reach out to Gladly Support or your CSM if you have any concerns.
You can find more information on how to address rate limit requests here.
What’s Coming #
Features and updates coming soon or available in Sandbox
Introducing Hero AI Replies
A new generative AI technology, Hero AI Replies, will soon be added to the suite of Hero AI features. Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Simply let AI generate the response with the information the Customer needs, make any edits (as needed), and click send.
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Hero AI Replies will be available to select Innovation Partner Program participants this week.
Answers Search Enhancement
We updated the infrastructure that powers the search functionality in Help Center, Glad App, Answers Admin, and the Answers Panel in the Customer Profile. This upgrade utilizes advanced techniques to better understand the meaning and context of words and phrases when searching Answers, resulting in more precise and relevant search results. You can test this enhancement in Sandbox this week.
Pause Routing Engine With ‘Focus’ Feature
Select Innovation Partner Program participants are now testing the Focus feature. The feature lets Agents pause the Routing Engine from sending new Customers without first going unavailable on any Channel. This provides Agents extra time to finish work, such as writing Notes or creating Tasks, before moving on to the next Customer. Using Focus also allows for improving the accuracy of how occupancy is measured.
(Action Required) New Voice IPs to Allowlist
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
Please forward this page to your Network Administrator for visibility.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
(Action Required) Sunsetting Reports
When SLA Business Hours was introduced in June 2023, it introduced new reports and moved old versions to the Sunsetting category.
New
We moved the following reports to the Sunsetting category (available in the UI until September 13, 2023).
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on September 13, 2023, so all changes should be made before that date.
Reference this document for additional guidance.
Resolved Issues #
Issues and bugs we squashed
Auto Accept Calls Not Working
There was an issue where some Agents were not auto accepting calls due to a network timing issue. This release fixes that.
External Linking Hanging on Errors
We had a bug where failure to link a Customer Profile with customer lookup would cause the application to hang indefinitely. Now, failed links will bring you back to the Customer Profile and tell you which attribute caused the failure.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
Unregistered SMS Phone Numbers Timeline Error
Reminder! In line with U.S. spam regulations, our telephony partner has begun filtering SMS/MMS messages from unregistered phone numbers, both Local and Toll-Free. In the Conversation Timeline, two new errors may appear if SMS/MMS fails due to unregistered numbers, or if pending registration.
- The number used is not A2P 10DLC registered. Please use an alternate form of communication.
- Required Action – Start the registration process immediately by completing this form.
- The number used is pending A2P 10DLC registration. Please use an alternate form of communication.
- Required Action – Use another Channel (e.g., email) to contact the Customer. The number can be used again once the registration is complete, which can take 4+ weeks.
LEARNING
Focus and Occupancy Classroom Session
Join us on September 7th at 10 AM PT | 1 PM ET to learn more about Focus and Occupancy metrics and how they can benefit your team. In this Classroom session, we’ll dive deeper into the “whats” and “hows” of Focus and how to measure occupancy in your contact center with Gladly data.
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.
August 22, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Pause Routing Engine With ‘Focus’ Feature
This week, select Innovation Partner Program participants are testing the Focus feature. The feature, which will be inactive by default in the Settings page once it’s available, lets Agents pause the Routing Engine from sending new Customers without going unavailable on any Channel. This provides extra time to finish Notes, create Tasks, or other after-Contact activities between Customers. Using Focus also allows for improving the accuracy of how occupancy is measured.
(Action Required) New Voice IPs to Allowlist
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
Please forward this page to your Network Administrator for visibility.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
(Action Required) Sunsetting Reports
When SLA Business Hours was introduced in June 2023, it introduced new reports and moved old versions to the Sunsetting category.
New
We moved the following reports to the Sunsetting category (available in the UI until September 13, 2023)
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on September 13, 2023, so all changes should be made before that date.
Reference this document for additional guidance.
New ‘Gladly-Agent-Id’ Header in GET Action Form Request
In Sandbox this week, you can use ‘Gladly-Agent-Id’ to enhance your Lookup Adaptor(s) to:
- Log which Agent took a particular action in your external system.
- Send success/failure responses depending on which Agent submitted the Action form.
- Show different fields in the Action Form depending on the Agent who submitted the form.
‘Gladly-Agent-Id’ will be included in requests from Gladly to your Lookup Adaptor:
- During a GET Form request (this occurs when an Agent presses on an Action button and Gladly calls your Lookup Adaptor to retrieve form field configurations).
- During a POST Submit Form request (this occurs after the GET Form request and when the Agent clicks on the confirm button to submit an Action form).
The header property we are adding during the above two requests is described below:
- Property name – Gladly-Agent-Id
- Value – The Gladly Agent identifier who submitted the Action form or retrieved the Action form.
This header will not be included in any other requests to your Lookup Adaptor.
Resolved Issues #
Issues and bugs we squashed
Chat Payments Not Working After Automation Handoff
We fixed a bug where an Agent could not initiate chat payment immediately after an automation handoff.
Greeting Suggestions Caused Local Storage Size Inflation
Greeting Suggestions was causing the local browser storage to inflate, causing performance issues. This is now resolved.
Deactivated Agents Routed Customers
This fix addresses an issue where inbound emails were routed to deactivated Agents when the “Assign inbound messages to” configuration was set to “Same Agent if conversation is open or reopened.”
Old Conversations Reopening in Deactivated Inbox
Previously, if a Customer replied to an old Conversation in a deactivated Inbox, it remained in the deactivated Inbox, and no Agents were notified of this request. This fix moves the Conversation to the Channel’s Inbox instead.
Unable to Filter Contact Summary Durations Report
The Contact Summary Durations report could not be filtered by Inbox when downloaded as a CSV via the UI or API. This issue has been fixed.
Time-Based People Match Boosts Not Evaluated
We fixed an issue that caused time-based People Match boosts to sometimes not be re-evaluated when their time triggers elapsed.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
Unregistered SMS Phone Numbers Timeline Error
Reminder! In line with U.S. spam regulations, our telephony partner has begun filtering SMS/MMS messages from unregistered phone numbers, both Local and Toll-Free. In the Conversation Timeline, two new errors may appear if SMS/MMS fails due to unregistered numbers, or if pending registration.
- The number used is not A2P 10DLC registered. Please use an alternate form of communication.
- Required Action – Start the registration process immediately by completing this form.
- The number used is pending A2P 10DLC registration. Please use an alternate form of communication.
- Required Action – Use another Channel (e.g., email) to contact the Customer. The number can be used again once the registration is complete, which can take 4+ weeks.
LEARNING SPOTLIGHT
Public Speaking Mastery
Speaking in front of an audience can be nerve-wracking for some, and even the best speakers in the world experience this. Enroll in the Public Speaking Mastery course to learn exercises that help you center and ground yourself, remove anxiety, develop powerful energy and presence, and receive guidance on creating a compelling message.
We encourage you to take this course or share it with colleagues or team members you feel will benefit. Sign in to the Gladly Connect Community or create a free account to access the course.
FEATURE SPOTLIGHT
Contextual Callbacks
It’s more than just voicemail; it’s Contextual Callbacks! For Customers who leave a voicemail, ensure your message asks them to leave as much detail as possible. This allows Agents to resolve an issue before calling the Customer back, so calling the Customer brings resolution instead of more questions.
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.
August 15, 2023 #
What’s Shipped #
Features and updates released to Production
Paste Attachments and Images Directly in the Composer
Using ‘ctrl-v’ or ‘cmd-v’ now inserts attachments/images directly into the Composer as if the Attachment feature were used. This enhancement is initially available on Messaging Channels and will later come to Mail, Notes, and Tasks.
Hero AI Authoring Is Generally Available
Hero AI Authoring is a generative AI technology that transforms Agents into service heroes, and it is now available in all Production instances. Access to Hero AI features is free during the preview period, which ends on October 31 at the earliest.
Hero AI Authoring offers five reauthoring options that enhance accuracy, speed, and Customer satisfaction by assisting Agents in delivering effective communication. With Hero AI Authoring, Agents can reauthor existing text to make it sound more friendly or professional. The tool can also rephrase, shorten, or lengthen existing text. Benefits of Hero AI Authoring include:
- Improved Efficiency – Help Agents respond to customer messages faster and more accurately, reducing the time and effort needed to solve customer problems.
- Improved Customer Satisfaction – Suggest phrasing alternatives to Agents, resulting in clear and helpful information for Customers.
- Increased Agent Satisfaction – Reduce the frustration and stress Agents experience when creating responses, letting them focus on delivering great service.
Need help using this feature? Check out and share this video overview and help doc with your team to quickly get up to speed on using Hero AI Authoring. This way, your team can enjoy this feature quickly. The video also includes an overview of the Hero AI Summaries feature, which has begun rolling out to select Production instances.
Hero AI Summaries Begins Production Rollout to Most Gladly Instances
Hero AI Summaries is a generative AI technology that transforms Agents into service heroes. This feature began rolling out to Production instances this week. Hero AI Summaries summarize the Conversation history between your company and the Customer.
Hero AI Summaries provides several benefits, including:
- Time-saving – Quickly review the key points of a Conversation, allowing Agents to address Customer issues more efficiently and with greater accuracy.
- Improved Customer Experience – Summarizing Conversations can help Agents identify trends in Customer interactions and provide more personalized service, leading to increased Customer satisfaction.
- Better Insights – Help organizations quickly analyze Customer interactions, identifying improvement areas and growth opportunities.
Need help with using this feature? Check out and share this video overview and help doc with your team to get up to speed on using Hero AI Summaries while it’s still in Sandbox. This way, the team can use the feature immediately as soon as it’s available in your Production instance. The video includes the Hero AI Authoring overview as well.
Unregistered SMS Phone Numbers Timeline Error
In line with U.S. spam regulations, our telephony partner has begun filtering SMS/MMS messages from unregistered phone numbers, both Local and Toll-Free. In the Conversation Timeline, two new errors may appear if SMS/MMS fails due to unregistered numbers, or if pending registration.
- The number used is not A2P 10DLC registered. Please use an alternate form of communication.
- Required Action – Start the registration process immediately by completing this form.
- The number used is pending A2P 10DLC registration. Please use an alternate form of communication.
- Required Action – Use another Channel (e.g., email) to contact the Customer. The number can be used again once the registration is complete, which can take 4+ weeks.
What’s Coming #
Features and updates coming soon or available in Sandbox
(Action Required) New Voice IPs to Allowlist
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
Please forward this page to your Network Administrator for visibility.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
(Action Required) Reporting Changes Regarding SLA Business Hours
When SLA Business Hours was introduced in June 2023, it introduced new reports and moved old versions to the Sunsetting category.
New
We moved the following reports to the Sunsetting category (available in the UI until August 31, 2023)
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on August 31st, 2023, so all changes should be made before that date.
Reference this document for additional guidance.
Resolved Issues #
Issues and bugs we squashed
Missing Conversations in the My Customer List
Customers assigned to Agents after replying to a message, dismissing a new message to view later, or saving it to get back to later, would sometimes not appear on the Agent’s My Customer list. Refreshing the page sometimes fixed the issue, but most times, it did not. This is now resolved.
Incorrect Listing of Task Priority in the My Customer List
Tasks were sometimes listed incorrectly in the My Customer list, which would prioritize Tasks due at a much later date. This is now fixed.
Unable to Send Chat Message If Not Assigned to the Conversation
We fixed a bug that prevented Agents not assigned to a chat Conversation from replying to the Conversation.
Magento Orders Not Displaying Most Recent Orders
Magento card will now show the five most recently created orders. Previously, if a Customer had more than five orders, there was no guarantee that the newest orders would be displayed.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Hero AI E-Learning Course for Heroes
Get up to speed using the Hero AI features and learn the incredible ways it can help with providing great service by taking the new e-learning course — Boost Efficiency With Hero AI — designed for Agents and Team Managers. You’ll need a Gladly Connect Community account to access courses; anyone in your company can create a free account.
LEARNING SPOTLIGHT
E-Learning Course
Waiting to Talk is Not Listening is a course designed to help you practice active listening and how to focus your attention away from yourself and toward others. You will learn what to say and do when it’s your turn to speak. You’ll need a Gladly Connect Community account to access courses; anyone in your company can create a free account.
FEATURE SPOTLIGHT
Proactive SMS
Do you need to contact many Customers to communicate an important service message? Proactive SMS is a great tool available right out of the box in Gladly that you can use to reach Customers via SMS.
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.
August 1, 2023 #
What’s Shipped #
Features and updates released to Production
Hero AI Authoring Continues Production Rollout
Hero AI Authoring — a generative AI technology that transforms Agents into service heroes — rolls out to the majority of Production environments this week. Customers excluded from the rollout are already aware.
Hero AI Authoring offers five reauthoring options that enhance accuracy, speed, and Customer satisfaction by assisting Agents in delivering effective communication. With Hero AI Authoring, Agents can reauthor existing text to make it sound more friendly or professional. The tool can also rephrase, shorten, or lengthen existing text. Benefits of Hero AI Authoring include:
- Improved Efficiency – Help Agents respond to customer messages faster and more accurately, reducing the time and effort needed to solve customer problems.
- Improved Customer Satisfaction – Suggest phrasing alternatives to Agents, resulting in clear and helpful information for Customers.
- Increased Agent Satisfaction – Reduce the frustration and stress Agents experience when creating responses, letting them focus on delivering great service.
Need help using this feature? Check out and share this video overview and help doc with your team to quickly get up to speed on using Hero AI Authoring. This way, your team can enjoy this feature quickly. The video also includes an overview of the Hero AI Summaries feature, which will soon be available in Production.
Hero AI E-Learning Course
Get up to speed with using the Hero AI features and learn the incredible ways it can help with providing great service by taking the new e-learning course — Boost Efficiency With Hero AI — designed for Agents and Team Managers. You’ll need a Gladly Connect Community account to access courses and anyone in your company can create a free account.
What’s Coming #
Features and updates coming soon or available in Sandbox
Important! New Voice IPs to Allowlist
Attention Gladly Administrators and Network Administrators! Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update is aimed at improving the flexibility, reliability, and scalability of Voice.
- When do you need to allowlist the new IPs?
- Before October 10, 2023
- What do you need to add to your allowlist?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below:
- IP range: 168.86.128.0/18
- UDP port range: 10000-60000
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below:
- What happens if you do nothing?
- Voice will stop working. Do not wait until the last minute to make this change.
- How do we test this if we did this correctly?
- Using a dev or test environment, drop the existing IPs and ranges currently allowed and leave the new IP ranges (168.86.128.0/18 and port range: 10000-60000 and verify Voice continues to work.
Hero AI Summaries In Sandbox
Hero AI Summaries — a generative AI technology that transforms Agents into service heroes — remains in Sandbox this week. Hero AI Summaries summarize the Conversation history between your company and the Customer.
Hero AI Summaries provides several benefits, including:
- Time-saving – Quickly review the key points of a Conversation, allowing Agents to address Customer issues more efficiently and with greater accuracy.
- Improved Customer Experience – Summarizing Conversations can help Agents identify trends in Customer interactions and provide more personalized service, leading to increased Customer satisfaction.
- Better Insights – Help organizations quickly analyze Customer interactions, identifying improvement areas and growth opportunities.
To activate Hero AI Summaries in Sandbox, Agents testing this feature must go to their Profile and activate AI Conversation Summary.
Need help with using this feature? Check out and share this video overview and help doc with your team to get up to speed on using Hero AI Summaries while it’s still in Sandbox. This way, the team can jump onto using the feature immediately as soon as it’s available. The video includes the Hero AI Authoring overview as well.
No Release Updates the Week of August 7
Please note that there will be no release updates or a release email during the week of August 7.
Resolved Issues #
Issues and bugs we squashed
Copy and Paste Not Working
We resolved an issue that prevented users from copying and pasting content from an external source (e.g., a word doc) into the Composer.
Phone Calls Stuck in Liveboard
Previously, some calls in Liveboard appeared to get stuck, causing them to last for several hours or days and appear as abandoned or queued in the Conversation Timeline. This issue also prevented agents from receiving new phone calls until the stuck call was removed by Gladly Support. This issue has now been resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Optimize the Customer Experience With AI
Customer expectations are changing, and organizations face a challenge to satisfy them. According to McKinsey, most Customers expect real-time service and a consistent experience across channels. Join us on August 16, 2023 at 10 AM PT to learn how AI — when combined with a deep Customer focus — can be a powerful tool to drive successful CX programs that boost Customer lifetime value.
COMMUNITY
Discover How a Balanced AI Strategy Can Help Your Customer Service Take Flight
Join us at Gladly Connect Local: Denver on August 16th at The Crawford Hotel, where we delve into the rise of artificial intelligence (AI). When combined with a deep customer focus — AI is a powerful service tool that helps accelerate Customer delight and lifelong loyalty.
After the discussion, we’ll transfer to Flight Club, Denver’s premier darts venue. Unwind, socialize, and network with fellow CX professionals while trying your hand at darts. Enjoy bespoke cocktails, delicious bites, and a lively atmosphere as you connect with like-minded individuals passionate about customer service.
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.
