January 31, 2023 #
What’s Shipped #
Email Verification Routing Item for Self-Service Threads (WISMO)
The Conversation Timeline now includes a routing item that shows when an authentication email is sent when a Customer engages with a WISMO Thread.
Conversation API Changes
This change limits the number of items returned by the List items in the conversation API to the first 1,000 items in a Conversation. It only affects a small percentage (< 0.004%) of Conversations, and Gladly customers with affected Conversations or who have Conversations nearing the threshold have already been notified. If you are affected, we recommended you speak with your development team or partners to make necessary optimizations.
Idle Timing Enhancement
Following our Root Cause Analysis for the incident on November 28, 2022, we have implemented a fix to reduce the Idle Timing dependency on the Agent Event activity backlog. This will prevent the auto-logout issue from occurring again in the future.
Resolved Issues #
Incorrect Focus Behavior in Answers Editor – When editing a long-form Answer, entering the editor by clicking anywhere in the body always auto-scrolled to the top instead of where you placed the cursor. This is now fixed.
Corrected Contact Metric Calculations – We’ve enhanced a subset of metrics to improve how they’re calculated to create a more accurate representation of your data in Gladly. We anticipate a minor impact for a small number of users utilizing these metrics today. Below are the latest updates and how the updates affect specified reports:
Unique Customers With Contacts
- What Changed – The previous calculation included both inbound and outbound Contacts. Going forward, this only includes inbound Contacts. You may see this metric produce lower values, which is expected.
- Impacted Reports – Contact Summary, Insight Builder
Contacts Fulfilled and Contacts Fulfilled by Response
- What Changed – A bug that was fixed in 2021 had incorrectly produced Contact Fulfilled events for some outbound Contacts in rare instances. For technical maintainability reasons, those Contacts will be included in the metric for that time in 2021. Please be aware that this may have a very small impact on your metrics from 2021 when comparing year-over-year.
- Impacted Reports – Contact Summary, Contact Summary Counts Insight Builder
Queued to Ended, Queued to Accepted, and Queued to Fulfilled
- What Changed – The previous calculation included both inbound and outbound Contacts. Going forward, this will only include inbound Contacts. For example, previously, outbound Contacts had a Queued to Accepted duration but outbound contacts cannot be queued. You may see this metric produce lower values, which is expected.
- Impacted Reports – Contact Export, Contact Summary, Channel Wait Time, Daily Trends (Dashboard), and Insight Builder
Fulfilled to Ended, Accepted to Fulfilled, Due to Fulfilled, Queued to Accepted, Queued to Ended, and Queued to Fulfilled
- What Changed – Previously, these metric calculations used to take into account the timezones and didn’t account for when Daylight Savings Time changes, which resulted in incorrectly inflated/deflated values for the durations than the actual duration (but only on the day of the Standard Time / Daylight Time change). This meant reports were previously not taking time changes (daylight savings and fallback) into account, so if a Contact spanned the time change, the time durations of the Contact would be inflated by an hour. Conversely, if the report spanned the fallback time change, time durations would be deflated by an hour.
- Impacted Reports – Contact Export, Contact Summary, Channel Wait Time, Contact Summary Durations, and Insight Builder
Don’t Miss Out #
EVENT
Save the date: Gladly Connect Live 2023
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!
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.
January 24, 2023 #
What’s Shipped #
Customer Details From External System Synced Using Mobile Number
When the Phone Number option in an app’s configuration page is activated to allow the linking of Customer details from an external system, auto-linking will now occur if the phone number in a Profile matches a number in an external system, even if only one of the phone numbers is marked as Mobile. This results in less time your team needs to spend to merge or manually link Profiles.
Add Danish as Answer Language
You can easily add Danish as an Answer Language for your Answers knowledge base.
Resolved Issues #
Unable To Edit IVR – We resolved an IVR issue where editing an IVR node sometimes caused the progress bar to get stuck and prevented other node edits from being made.
Don’t Miss Out #
Connect Learning
SMS Compliance and Best Practices Classroom Session
“Delivery Failed,” “An unknown error occurred,” and “We detected the contents of this message may violate carrier acceptable use policies” are common SMS-deliverability errors that occur when there is non-compliance with SMS rules and regulations. To learn more about how to avoid these errors when using SMS to support customers, please join the Gladly Connect Learning Classroom session on Thursday, January 26th, at 11 AM PT | 2 PM ET.
WEBINAR
Surviving Business Uncertainty
Join Gladly and customer experience coach Dan Gingiss on Tuesday, January 31, as they discuss long-term strategies for brands to survive this era of business uncertainty. Register today!
EVENT
Save the date: Gladly Connect Live 2023
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!
PRODUCT
Reminder: Glad App Privacy Policy Feature
You can now configure and display a privacy disclaimer text on Glad App and link back to your Privacy Policy web page for your chat Customers to review. Do this to remain compliant with privacy laws and ensure your Customers have the information they need to understand how you may use their information.
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.
January 17, 2023 #
What’s Shipped #
Glad App Privacy Policy
You can now configure and display a privacy disclaimer text on Glad App and link to your Privacy Policy web page for your chat Customers to review. Do this to remain compliant with privacy laws and ensure your Customers have the information they need to understand how you may use their information.
Threads (WISMO) Font Enhancement
Use the Font 2 setting on the Glad App configuration page to change the font for order status information WISMO and Quick Reply buttons. For example, in the image below, “Helvetica Neue, Helvetica, sans-serif” is used for Font 1, and “Brush Script MT” for Font 2.
Don’t Miss Out #
Connect Learning
SMS Compliance and Best Practices Classroom Session
“Delivery Failed,” “An unknown error occurred,” and “We detected the contents of this message may violate carrier acceptable use policies” are common SMS-deliverability errors that occur when there is non-compliance with SMS rules and regulations. To learn more about how to avoid these errors when using SMS to support customers, please join the Gladly Connect Learning Classroom session on Thursday, January 26th, at 11 AM PT | 2 PM ET.
EVENT
Gladly Connect Local – Los Angeles Happy Hour
Join Gladly on Tuesday, January 24, at etta for Gladly Connect local (LA), where CX leaders are coming together to discuss how leaders can discuss and should incorporate (over complimentary drinks and appetizers) an Agent happiness metric into their yearly planning. Register today!
WEBINAR
Surviving Business Uncertainty
Join Gladly and customer experience coach Dan Gingiss on Tuesday, January 31, as they discuss long-term strategies for brands to survive this era of business uncertainty. Register today!
EVENT
Save the date: Gladly Connect Live 2023
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!
PRODUCT
Mark Answers as Favorites
Announced last week, don’t forget that you can now quickly access your most frequently used Answers — regardless of Language or Audience — by clicking the star icon and marking them as favorites. Favorited Answers appear every time the Answers Panel is opened.
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.
January 10, 2023 #
What’s Shipped #
Mark Answers as Favorites
Save time and quickly access your most frequently used Answers — regardless of Language or Audience — by clicking the star icon and marking them as favorites. Favorited Answers appear every time the Answers Panel is opened.
Customer Profile Deletion Enhancement
Compliance Administrators will no longer be able to delete Customer Profiles with an open Conversation, and the Delete Customer option will be grayed out. This prevents possible errors (e.g., wrong Liveboard status), such as putting phone calls in a bad/unknown state if the Profile is deleted while there’s an active phone call.
What’s Coming #
Glad App Privacy Policy
Soon, you’ll be able to configure and display privacy disclaimer text on Glad App and link back to your Privacy Policy web page for your chat Customers to review. Stay tuned!
Resolved Issues #
Proactive Chat ‘Time On Page’ Fix – We fixed a bug in Proactive Chat that sometimes triggered a Proactive Chat message to appear before the current Time On Page value expired.
Bulk User Upload Failing for Compliance Administrator – Uploading Compliance Administrator roles in bulk incorrectly returned an “Invalid roles: Compliance Administrator” error. This is now fixed.
Work Session ID ‘Null’ Value – The Work Sessions Report now returns a `null` Work Session ID for any communication sessions with no Agent activity.
Don’t Miss Out #
EVENT
Save the date: Gladly Connect Live 2023
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!
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.
