February 22, 2022 #
What’s Shipped #
‘Task Users Only’ Connect Learning Guide
Some users create Tasks as part of their day-to-day interactions with Customers; some only work on Tasks and never interact or communicate directly with Customers. These are users who are assigned only the Task User role. Use the new Work as a Task User Only Guide in Connect Learning to help your Task Users orient themselves and navigate Gladly as Task User so they can start working on Tasks as quickly as possible. Anyone who needs access to Connect Learning to complete the Guide can sign up for a free account.
What’s Coming #
Skills for People Match
Skills — exclusively used with People Match — is available in Sandbox this week, allowing you to assign specific skillsets to Agents. When a Customer condition (or need) matches an Agent’s given skill, it elevates the chances of the Customer getting routed to the Agent who can best help them. Skills could represent product expertise, language fluency, or even soft skills. For example, a Customer who’d like to cancel their subscription could be prioritized to a Hero specializing in cancellations.
We recommend reviewing Prepare to Use Skills if you’re interested in incorporating Skills with People Match.
Lookup Adaptor Debugger Tool
The Lookup Adaptor allows you to display Customer information from external sources. Still, it wasn’t always easy to figure out why you’re sometimes unable to link your external Customer data to Gladly. To fix this problem, we’re introducing three debugging tools, and the first one — Basic + Details Workflow — debugger is available in Sandbox this week. Use this tool to test the Basic Search workflow and debug what happens when an Agent manually links a Customer to an external system.
New ‘Developer’ User Role
A new user role called Developer is available in Sandbox this week which is required to access the new Lookup Adaptor tool. Administrators can assign themselves this role to access the debugger or invite a new user with only this role.
Resolved Issues #
Glad App Not Recognizing Office Hours – We resolved an issue that allowed some Customers to chat back in after Glad App Office Hours had taken effect if they had a recent chat session they didn’t close.
Duplicate Email Domains – Previously, a bug allowed users to configure a duplicate email domain. This has been resolved.
Don’t Miss Out #
Connect Learning
Customer Directory – Let’s Connect!
We know our Customers love to hear each other’s stories and successes. With that in mind, we are creating the first Gladly Customer directory. If you are interested in making yourself available for other Gladly Customers to reach out to, please complete this form with your information by February 25, 2022, so we can compile the directory and distribute it. Once you are on “the list,” other Gladly folks may reach out to you to brainstorm, share best practices, and more. The sky’s the limit! It’s also optional to participate, but this can be an excellent opportunity to learn and grow with other Gladly customers.
Connect Learning
Training Content
We’d love to continue hearing from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
February 15, 2022 #
What’s Shipped #
Inline Images for Public and Email Answers
Inline images for Public and Email Answers are in Production this week! Similar to how you’d insert an image for a Reference Answer today, clicking on the image icon in the Answer editor inserts an image from your local drive. And by popular demand, this unlocks the capability to use images in email signatures.
Important – If you currently have a Content Security Policy (CSP) and you plan on using inline images in Public Answers, you must first update your CSP from img-src blob: [<https://media.smooch.io>](<https://media.smooch.io/>); to img-src blob: [<https://media.cdn.gladly.com>](<https://media.cdn.gladly.com/>) [<https://media.smooch.io>](<https://media.smooch.io/>); to update the URLs where images are loaded from. This is outlined in our developer site in the Content Security Policy section. You can also find the code changes here.
There’s no action required if you don’t have a CSP.
New Option to Delete Attachments
Hovering over an object in the Conversation Timeline like an image or an attachment now reveals a close (X) button to speed up the action of deleting an object.
Multiple Transaction Cards
In Production this week, you’ll be able to have as many Transaction Card Types as you need. Do you have four Shopify instances? No problem, you can have four ORDER cards, one for each instance. You can even have different cards like two ORDER cards, one STAY and one GENERIC. Reach out to Gladly Support or your CSM if you need to scope adding more Transaction Cards to Gladly.
What’s Coming #
Availability Controls Always Visible
Today, Availability controls for Messaging and Voice are only available for Agents belonging to Inboxes with Messaging or Voice Entry Points. Soon, all Availability controls are visible regardless of the Channels linked to the Inbox. Stay tuned!
Resolved Issues #
Use Server Time Instead of Agent Desktop Time – Bugs sometimes arise in Gladly due to inaccurate clocks on Agents’ local/desktop time. This update ensures we use the server time instead of local/desktop time to prevent sync issues.
Unable to Delete Help Center – We resolved an issue that prevented the deletion of Help Centers on the Settings page.
Don’t Miss Out #
Connect Learning
Customer Directory – Let’s Connect!
We know our Customers love to hear each other’s stories and successes. With that in mind, we are creating the first Gladly Customer directory. If you are interested in making yourself available for other Gladly Customers to reach out to, please complete this form with your information by February 25, 2022, so we can compile the directory and distribute it. Once you are on “the list,” other Gladly folks may reach out to you to brainstorm, share best practices, and more. The sky’s the limit! It’s also optional to participate, but this can be an excellent opportunity to learn and grow with other Gladly customers.
Connect Learning
Training Content
Thank you for continuing to provide excellent training ideas for Connect Learning. We recently released the Radically Personal Guide, one of the requested training content we received through the survey, and we have more coming! We’d love to continue hearing from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
February 8, 2022 #
What’s Shipped #
New Work Sessions Report Metric
We added Accepted Inbox ID as a new metric in the API version of the Work Session report. Use this metric to learn which Inbox a Contact was assigned to when an Agent first accepted the Contact. This metric was added as the final column to minimize integration impact and is retroactively available.
‘Radically Personal’ Connect Learning Guide
Gladly is all about providing radically personal service. But how do you do that using Gladly? To help explain, we created the Radically Personal Customer Service Guide in the Connect Learning. We encourage everyone in your team, especially Agents, to take this short course. Don’t forget to register first if you need an Connect Learning account.
What’s Coming #
Images For Public and Email Answers
Public and Email Answers are in Sandbox this week! Similar to how you’d insert an image for a Reference Answer today, clicking on the image icon in the Answer editor inserts an image from your local drive. And by popular demand, this unlocks the capability to use images in email signatures.
Multiple Transaction Cards
In Sandbox this week, you’ll be able to have as many Transaction Card Types as you need. Do you have four Shopify instances? No problem, you can have four ORDER cards, one for each instance. You can even have different types of cards like two ORDER cards, one STAY, and one GENERIC. Reach out to Gladly Support or your CSM if you need to scope adding more Transaction Cards to Gladly.
Resolved Issues #
‘Uh-oh – we can’t connect’ Error in Glad App – The connection error is only supposed to appear if a definite network issue is experienced instead of a fleeting network issue that quickly recovers. This fix ensures the Glad App connection error only appears if there’s an actual network issue where Glad App cannot reconnect successfully.
Team Managers Unable to View Shared Reports (Insight Builder) – We resolved an issue that prevented Team Managers from accessing the Shared category for Insight Builder reports.
Help Center Auto-Scroll Issue – Opening an Answer in Help Center didn’t automatically scroll, so the Answer’s content is immediately visible. This is now fixed.
Unable to Unassign Inbox From an Agent – When removing a user from an Inbox from the Users page or via CSV upload, the user was not removed if they were the last user in the Inbox. This is now fixed.
Email Delivery Failure – We resolved an issue that caused some emails not to resend if the initial attempt failed.
Conversations Assigning to Deactivated Inboxes – We fixed a bug that allowed new Conversations to be assigned to deactivated Inboxes due to the Inboxes’ alphabetical order.
Don’t Miss Out #
Connect Learning
Training Content
Thank you for continuing to provide excellent training ideas for Connect Learning. Today, we released the Radically Personal Guide, one of the requested training content we received through the survey. We’d love to continue hearing from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
February 1, 2022 #
What’s Shipped #
Agent’ External Name’ Used as ‘Friendly Name’
Last week, we introduced the ability for Agents to set an External Name for use with Agent’s Name and Agent’s First Name variable. This week, we’re extending External Name so it can also be used to replace an email “friendly name” if it’s not configured.
- No “friendly name” for email – If an Agent has an External Name, the Agent’s External Name is used in addition to the email address (e.g., [email protected]) for outbound emails. Agents with no External Name configured in their profile default to using the Agent’s name with the email address for outbound emails.
- With “friendly name” for email – If a” friendly name” is configured for an email, an Agent’s profile name and External Name are disregarded. Outbound emails continue to show the email address’s friendly name.
Although the outbound email address is displayed regardless of whether the Agent is using an External Name or not, we recommend having friendly names for email addresses to ensure your Customers can easily recognize emails coming from your company, especially if you prefer not to use Agents’ External Name or Agent names.
What’s Coming #
Images For Public and Email Answers
Public and Email Answers will soon support images! Similar to how you’d insert an image in a Reference Answer today, clicking on the image icon in the Answer editor inserts an image from your local drive. This will also soon allow the use of images for email signatures. Stay tuned!
Resolved Issues #
Chat’ End & Close’ Button is Unclickable – We resolved an issue that caused the “End & Close” button for some chat Conversations to be unclickable (the button is gray).
Assigning Tasks to Deactivated Inboxes – When a Conversation is merged with an older Conversation that belonged to a deactivated Inbox, Agents were still able to assign Tasks to the deactivated Inbox. This is fixed, and Agents will not be able to assign Tasks to inactive Inboxes.
Incorrect Timezone in Insight Builder – Previously, setting a timezone for a dashboard in Insight Builder inadvertently reverted to the organization’s primary timezone. This issue has been fixed, retaining the timezone an Analyst configured for each tile on the dashboard.
Don’t Miss Out #
Connect Learning
Training Content
We’d love to hear from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
