December 20, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our new AI and automation platform.
Cancel Prepaid Subscriptions for Ordergroove
Customers leveraging the Ordergroove integration may cancel prepaid subscriptions using the Cancel Subscription Action. A toggle on the Action side panel can be used to cancel prepaid subscription models.
Voicemail as a Channel in Gladly Sidekick Dashboard
Voicemail is now recognized as a Channel in the Gladly Sidekick dashboard. While it’s not supported in any Threads, Voicemail Conversations will be identified as such within Live Conversations.
What’s Coming #
Features and updates coming soon or available in Sandbox
[Action Required] New IPs to Allowlist for Gladly Sidekick
Whether you’re using Gladly Hero or not, all Gladly Sidekick customers must allow the new range of egress and ingress IPs listed below before January 23, 2024, or Gladly Sidekick will stop working. Forward this information to your IT/Network team contacts and any BPO partners you work with.
- 34.121.48.25
- 34.134.175.203
- 34.29.158.214
- 34.29.245.158
- 34.41.139.166
- 34.42.106.99
- 35.222.188.206
- 35.222.217.172
- 35.223.254.100
- 35.239.18.46
[Action Required] Sunsetting Reports in Gladly Hero
Several reports are planned to be officially sunsetted in early 2024. These are reports found in the Sunsetting category on the Reports page.
We recommend completing the following steps since scheduled, or API reports linked to a sunsetting report will break once the report is sunsetted.
- Transition to using the alternate reports (see the table above).
- Update any scheduled reports using the sunsetting reports to use non-setting reports.
- Update any API Integrations to reference the new metric sets instead of the current metric set referring to a sunsetting report. This may include Workforce Management integrations you use for forecasting or adherence.
- When swapping in the new reports from a sunsetting report, update your integrations to reference the new column in the non-sunsetting report.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Keyboard Shortcut to Create Links Stopped Working
Fixed – The keyboard shortcut to convert text into a link (command + k / ctrl + k) was not working in the upgraded Composer.
Insert Link Field Did Not Appear Next to the Highlighted Text
Fixed – When converting highlighted text in the Composer to a hyperlink, it did not open the link editor adjacent to the text. Instead, it opened just above the Composer text editor tools. Additionally, the highlighted text would not remain highlighted once the link editor opened.
Gladly Sidekick is our new AI and automation platform.
‘Unknown’ Status for DHL Unified Carrier Status
Fixed – DHL Unified packages marked certain transit status codes, like “in transit” and “label created,” as “unknown” in Gladly Sidekick because it couldn’t map to the correct status, preventing it from displaying the correct status code.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
No Release Updates for the Week of December 25 and January 1
Please note that there will be no release updates or emails sent during the following weeks in observance of the holidays:
- December 25, 2023
- January 1, 2024
We’ll resume weekly release updates the week of January 8, 2024.
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us to supercharge your CX capabilities this March and unlock ROI with Gladly products.
Why Attend
Connect with CX leaders, discover powerful AI capabilities, preview our product roadmap, and gain exclusive Gladly opportunities.
Save the Date
- March 25–27, 2024
- In-person in Scottsdale, Arizona, or virtually
Register now to secure your spot. Don’t miss your chance to find your CX oasis!
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.
December 13, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Enhanced Messaging Composer
The enhanced Messaging Composer is available this week, where the editor features are moved toward the bottom of the text field. The Composer houses all your favorite text editor features, Hero AI Authoring tools, and the Answers Panel access shortcut.
Please note that Notes and Tasks, in the meantime, will retain the existing Composer design where the editor features are in the top-right corner.
Gladly Sidekick is our new AI and automation platform.
Automatically Restock Refunded Orders
Whenever a Refund Order Action is triggered and the order is canceled, as long as the order status is unfulfilled, items in the order are restocked back to the Shopify inventory.
What’s Coming #
Features and updates coming soon or available in Sandbox
Several reports are planned to be officially sunsetted in early 2024. These are reports found in the Sunsetting category on the Reports page.
We recommend completing the following steps since scheduled, or API reports linked to a sunsetting report will break once the report is sunsetted.
- Transition to using the alternate reports (see the table below).
- Update any scheduled reports using the sunsetting reports to use non-setting reports.
- Update any API Integrations to reference the new metric sets instead of the current metric set referring to a sunsetting report. This may include Workforce Management integrations you use for forecasting or adherence.
- When swapping in the new reports from a sunsetting report, update your integrations to reference the new column in the non-sunsetting report.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
‘Whoops’ Error in the Composer
Fixed – While very uncommon, the error sometimes appeared in the Composer when using an Answer with placeholders structured in a particular way.
Unable to Paste Hyperlinks in Email Composer
Fixed – Agents were unable to paste hyperlinks to the new Email Composer
Failed Routing to Next Available Agent
Fixed – Rules with a routing action like Assign To Inbox triggered by a subsequent (i.e., not the first message in a Contact) inbound message weren’t attempting to find the next available Agent.
Gladly Sidekick is our new AI and automation platform.
Ordergroove ‘Missing Header’ Error in the Conversation Timeline
Fixed – Some Conversations failed because of a “missing header” error due to a missing header in the integration.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
No Release Updates for the Week of December 25 and January 1
Please note that there will be no release updates or emails sent during the following weeks in observance of the holidays:
- December 25, 2023
- January 1, 2024
We’ll resume weekly release updates the week of January 8, 2024.
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities and unlock ROI with Gladly products.
Why Attend
Connect with CX leaders, discover powerful AI capabilities, preview our product roadmap, and gain exclusive Gladly opportunities.
Save the Date
- March 25–27, 2024
- In-person in Scottsdale, Arizona, or virtually
Register now to secure your spot. Don’t miss your chance to find your CX oasis!
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.
December 6, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Hero AI Authoring for Email
Enhance your email messages with the arrival of Hero AI Authoring for Email. The integrated AI-powered authoring tools can be found in the enhanced Email Composer, which is also available this week.
Enhanced Email Composer
The enhanced Email Composer is available this week, where the editor features are moved toward the bottom of the text field. The Composer houses all your favorite text editor features, Hero AI Authoring tools, and the Answers Panel access shortcut.
This enhancement includes:
- The Answers icon becomes part of the editor section.
- 14 text color options.
- Simplified formatting tools that exclude rarely used text features like quotes, indentation, and text size.
Please note that Notes and Tasks, in the meantime, will retain the existing Composer design where the editor features are in the top-right corner.
Prevent Sending Messages in Glad App When Not Connected
Customers can no longer send messages or select a Quick Reply option in Glad App when there are transient network errors or bad network connections to prevent lost messages and input.
What’s Coming #
Features and updates coming soon or available in Sandbox
Enhanced Messaging Composer
The enhanced Composer, featuring bottom-positioned text editor features, will arrive for Messaging Composer next week. This update will integrate all your favorite text editor tools into a single, simplified interface.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
No Release Updates for the Week of December 25 and January 1
Please note that there will be no release updates or emails sent during the following weeks in observance of the holidays:
- December 25, 2023
- January 1, 2024
We’ll resume weekly release updates the week of January 8, 2024.
COMMUNITY
Charity Donation On Your Behalf
It’s our Annual Charity Event! In the spirit of the holidays and to thank you for your partnership and commitment to people and relationships, you may have received an email with a link to postal.io asking you to select the charity of your choice. Gladly will be happy to make a donation on your behalf. Happy Holidays!
PRODUCT
‘Sidekick’ Is Now ‘Glad App’ on the Settings Page
Here’s a quick reminder: Glad App, the widget/container powering Gladly Chat embedded on your website, was previously known as Sidekick. All references to describe the Chat feature are renamed, including those on the Settings page.
- Gladly Sidekick is our new AI and automation platform designed to work hand-in-hand with Gladly Hero.
- Glad App refers to the Chat Setting and experience in Gladly Hero.
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities and unlock ROI with Gladly products.
Why Attend
Connect with CX leaders, discover powerful AI capabilities, preview our product roadmap, and gain exclusive Gladly opportunities.
Save the Date
- March 25–27, 2024
- In-person in Scottsdale, Arizona, or virtually
Register now to secure your spot. Don’t miss your chance to find your CX oasis!
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.
