February 28, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Four Insight Builder Quick Starts for Sidekick
Insight Builder now includes four Quick Starts in the Conversation Metrics dataset designed to help Gladly Sidekick users monitor and track performance.
- Sidekick Assists by Classification Topic – The breakdown of different Sidekick assist types across each classification topic.
- Sidekick Conversation Counts Over Time – The counts of Sidekick assists, handoffs, and automated resolutions by date.
- Sidekick Conversation Distributions The breakdown of different Sidekick assist types by date.
- Sidekick Handle Time Over Time – Breakdown of assisted, handed off, and unassisted average conversation handle times by date.
There are also over 100 new dimensions and metrics, including metrics with as many as nine different variations for Date, Time, Minute, Hour, etc.
Require Unique Custom App Names
Custom App names must now be unique and cannot currently be used in Gladly. This change will improve your ability to identify connected apps in Gladly Hero and Sidekick while streamlining the tracking and debugging processes by providing clearer source indications.
Gladly Sidekick is our AI and automation platform.
Use Chat Authentication Status of Chat Session in Rules
A new field, “IsAuthenticated,” can now be accessed from message Memories and used in rules. This field will only be populated for chat messages.
What’s Coming #
Coming soon to Sandbox and product news
Sunsetting Reports in Gladly Hero (Delayed)
We previously announced the sunsetting of several reports this week, but it has been delayed. We will provide a new sunset date once it’s established.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
HTML Code Briefly Appeared in Glad App Editor Fields
Fixed – Some users experienced a visual issue where HTML was briefly displayed in the Glad App Admin pages when deleting the editor’s content.
Transient Errors During Event Writes
Fixed – Occasionally, some analytics events weren’t recorded due to database connectivity issues, so they weren’t available via Events API. This fix adds the connection error retries to ensure the events are correctly recorded for Events API.
Gladly Sidekick is our AI and automation platform.
Missing Memories in Anonymous Actions
Fixed – Certain Memories in an Anonymous Action were not displayed due to a bug.
Don’t Miss Out #
Events, notices, and Gladly news
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024 and is right around the corner. 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.
February 21, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Introducing The New App Platform for Gladly Sidekick
The new App Platform for Gladly Sidekick allows for seamless integration with external systems, letting you extend Sidekick’s capabilities by retrieving data directly from external systems and performing Actions, simplifying tasks like order lookups, cancellations, and reservations. It also offers a simpler and faster development process than Lookup Adaptors, significantly reducing the workload and costs for your IT/technical teams.
This versatile platform supports a wide range of API-based integrations, streamlining development and reducing IT overhead compared to traditional methods. By aligning with Gladly’s “Integrate Once, Use Everywhere” vision, the App Platform paves the way for future advancements by offering a truly unified CX.
- App Platform for Gladly Hero is coming soon!
- The App Platform will not replace any Lookup Adaptors you have already built. However, the App Platform is the newest, easiest, and recommended way to connect external systems to Gladly.
Time Spent in Focus Mode in Agent Liveboards
The Focus column in Agents Liveboards now displays exactly how long Agents have been in Focus mode. Sorting the Working Agents view using Focus Time organizes the list based on Agents spending the most time in Focus mode to the least.
Check out What is Focus if you’re not familiar with this feature and how it can improve how you measure Occupancy for your contact center.
Sidekick Assists by Classification Topic OOTB Report
The new Sidekick Assists by Classification Topic report in the new Sidekick report category classifies issues and helps you understand how well existing Threads contribute to resolving them without needing Agent help. Use the report to identify and prioritize Threads that need improvement, and discover potential topics for new Threads that could address common user pain points and more opportunities for Customers to self-serve.
Increased Number of Webhooks
You can now create up to 50 webhooks (up from 20) for your organization. See our developer guide for more information about webhooks.
New Webhook Error Due to DNS Failure
Webhook deliveries that fail due to DNS will now be retried and automatically deactivated after the maximum number of attempts. These errors will appear in the webhook logs as usual, with no response, and the log type will appear as “Error.”
- Note – If a webhook fails, four more attempts are made to deliver the event notification within an hour. The webhook is deactivated after the fourth attempt fails.
Gladly Sidekick is our new AI and automation platform.
Sidekick Date-Based Rules
You can now configure Rules to compare definite dates when leveraging the createdAt property in the Rule Action. before (definite date) or after (definite date) comparators will allow the Rule to evaluate based on a specific date, rather than a relative time period.
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Sunsetting Reports in Gladly Hero (Updated)
On the Reports page, several reports in the Sunsetting category will officially sunset next week on February 28th.
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.
Declined Payment Request Not Seen By Customer
Fixed – A Customer declining a payment request from an Agent wasn’t seeing a confirmation of their action in Glad App.
Unable To Save Privacy Policy Link in Glad App
Fixed – Customers could not save their Glad App configuration, due to a bug centered around URLs containing more than one URL parameter being added to the Privacy Policy Disclaimer field.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Dive Deeper with Topics: Gain Insights Faster & Capture More Conversation Data
Join us on February 28 at 10 AM PT | 1 PM ET, and prepare to supercharge your data analysis! The Topics feature line was recently upgraded, empowering you to uncover insights faster and capture Conversation-specific data with a new method. This Classroom session is your chance to explore these powerful enhancements, whether you’re a data-driven pro or simply value comprehensive information.
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024 and is right around the corner. 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.
February 14, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
‘Self-Service Threads’ Report Moving to Sunsetting Category
The ‘Self-Service Threads’ report will move to the Sunsetting category, signifying it will eventually be decommissioned at a future date.
Renaming ‘Sidekick’ Reports to ‘Glad App’
We’re renaming existing OOTB report names using ‘Sidekick’ to ‘Glad App’ which includes Sidekick Answers Search, Sidekick Answers Usage, and Sidekick Contact Points so they accurately reflect the purpose of the report, which is for Glad App (chat), and not Sidekick (AI).
What’s Coming #
Coming soon to Sandbox and product news
Introducing The New App Platform for Gladly Sidekick
The new App Platform for Gladly Sidekick allows for seamless integration with external systems, letting you extend Sidekick’s capabilities by retrieving data directly from external systems and performing Actions, simplifying tasks like order lookups, cancellations, and reservations. It also offers a simpler and faster development process than Lookup Adaptors, significantly reducing the workload and costs for your IT/technical teams.
This versatile platform supports a wide range of API-based integrations, streamlining development and reducing IT overhead compared to traditional methods. By aligning with Gladly’s “Integrate Once, Use Everywhere” vision, the App Platform paves the way for future advancements by offering a truly unified CX.
- App Platform for Gladly Hero is coming soon!
- The App Platform doesn’t replace any Lookup Adaptors you’ve built, but the App Platform is the newest, easiest, and most efficient way of connecting external systems to Gladly.
We have additional resources coming that we’ll share as soon as they’re available to help you understand how to utilize this platform with Sidekick.
[Action Required] Sunsetting Reports in Gladly Hero (Updated)
On the Reports page, several reports in the Sunsetting category will officially sunset on February 28th.
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.
Webhook Deactivation Emails Erroneously Sent To Invited Users
Fixed – Invited, but not active users with the API User role incorrectly received webhook deactivation email notifications.
Bulk User Upload Caused an ‘Unable To Upload CSV’ Error Due To Duplicate Inboxes or Teams
Fixed – Uploading users in bulk via CSV caused an ‘Unable to upload CSV error’ due to duplicate Inboxes or Teams. We’re introducing a de-duping process to prevent the error.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Dive Deeper with Topics: Gain Insights Faster & Capture More Conversation Data
Join us on February 28 at 10 AM PT | 1 PM ET, and prepare to supercharge your data analysis! The Topics feature line was recently upgraded, empowering you to uncover insights faster and capture Conversation-specific data with a new method. This Classroom session is your chance to explore these powerful enhancements, whether you’re a data-driven pro or simply value comprehensive information.
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024 and is right around the corner. 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.
February 7, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Capture Granular Details About a Conversation With Freeform Topics
Found under the Orchestration category in the Settings page, use Freeform Topics to create Topics that allow Agents to add Conversation-specific attributes easily and extract this information through your preferred analytics tool using API, webhooks, or AWS Eventbridge. This powerful feature will increase insights and transform how you analyze data.
For example, creating Order Number as a Freeform Topic will allow Agents to apply the exact order number relevant to a Conversation. Along with other Freeform Topics, you begin collecting data you can utilize to create new ways to slide and dice information.
Freeform Topics appear alongside other Topics in the Topics menu. The difference is hovering over a Freeform Topic exposes a freeform field, allowing Agents to apply a Conversation-specific value, like the specific order number or flight number relevant to a Conversation.
Agents can apply a combination of Topics + Freeform Topics through the Topics menu for a Conversation.
We recommend reviewing the following if you’re interested in using this feature.
Insert Links in Glad App Messages
Insert links in the Glad App configuration page through the Message and End Chat text fields. Think of this use case: Suppose you want to encourage potential chat Customers to see your FAQ page before they chat; this is now possible by linking to your FAQ page in the First Message text box through the link feature.
To save the text as a link, you must include the URL protocol and subdomain (e.g., https://google.com).
Gladly Sidekick is our new AI and automation platform.
Renamed ‘thankful_done’ Topic to ‘sidekick_done’
The former “thankful_done” Topic added to completed Conversations has been updated to “sidekick_done.” Conversations where this Topic is automatically applied will reflect this change.
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Sunsetting Reports in Gladly Hero (Updated)
On February 7th, 15 reports in the Sunsetting category on the Reports page will be discontinued, with several more to follow on February 28th.
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.
‘Unexpected Error Occurred’ in SLA Percentile CSV Report
Fixed – The downloaded CSV and API versions of the SLA Percentile report erroneously produced an “Unexpected Error Occurred” message.
‘Unexpected Error Occurred’ For Reports in Sandbox
Fixed – Most CSV reports in Sandbox erroneously returned an “Unexpected Error Occurred” message.
Incorrect ‘Words’ Rules Conditions Behavior
Fixed – The Words Rules Condition with a Rule incorrectly matched prefixed words, like matching Shack with Hack.
‘Chat Ended No Reply’ Updates Not Applying in Glad App
Fixed – Updates to the ‘chat ended no reply’ message in Glad App were saved but not applied. After this fix, you must resave the message in the ‘chat ended no reply’ field to display any recent changes to the message.
Don’t Miss Out #
Events, notices, and Gladly news
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024 and is right around the corner. 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.
