January 31, 2024 #
What’s Coming #
Coming soon to Sandbox and product news
Capture Granular Details About a Conversation With Freeform Topics
Available in Sandbox this week, use the new Freeform Topics feature to create Topics Agents and Gladly Sidekick can use to apply details specific to a Conversation. With Freeform Topics, you can extract valuable information and integrate it into your preferred analytic tool using API, webhooks, or AWS Eventbridge.
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 — and possibly send to a data lake — you can utilize this data 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.
While the feature is in Sandbox, we recommend reviewing the following if you’re interested in using this feature. We’ll provide additional information and help doc updates once this feature is available in Production.
[Action Required] Sunsetting Reports in Gladly Hero (Updated)
Several reports will be officially sunsetted on February 7, and a couple will follow on February 28. 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.
[Action Required] Gmail and Yahoo DMARC Policy Requirement Enforced February 1st
Gmail and Yahoo will implement, on February 1, 2024, new thresholds for non-authenticated senders to protect against phishing and spoofing and require senders to have DMARC for their domains.
Change to Gladly Sub-Processor
Microsoft is now a Gladly Sub-Processor and will provide AI Automation and Generative services. Please reach out to [email protected] if you have any questions or concerns.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
No Data in Answers Usage Report
Fixed – The Answers Usage report was not displaying any data caused by a database issue. Please note that the report will not display data between January 25 and January 31.
Inbound Messages Not Routing Correct When Dedicated Hero Is Assigned
Fixed – Inbound messages from an open Conversation with a Customer assigned to a Dedicated Hero were being reassigned from the currently assigned Agent working on it.
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.
January 24, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Conversation Summary Period
Hero AI Summaries now include the period covered in summarized Conversations to help you better understand the communication time span in the summary. When you click on the Jump to the beginning link*, it takes you to the exact starting point of the Conversation that was summarized in the
Conversation Timeline.
- *Note – The Jump to the beginning link only appears in summaries generated via the Plus Menu and not through Notes.
Click-to-Copy Order Number on Order Card
Click the Order Number header to copy and paste the number quickly anywhere it’s needed.
‘Fulfilled By’ Metric for ‘Contact Metrics’ Dataset in Insight Builder
Currently, in Contact Metrics, we display the Agents when Ended for a specific Contact. We are introducing a new dimension called Fulfilled By Agent in Insight Builder to show which Agent fulfilled the Contact. Sometimes, the Agent who ends the Contact may not be the same as the Agent who started it. Therefore, this enhancement will provide an extra level of detail.
What’s Coming #
Coming soon to Sandbox and product news
Change to Gladly Sub-Processor
Microsoft is now a Gladly Sub-Processor and will provide AI Automation and Generative services. Please reach out to [email protected] if you have any questions or concerns.
[Action Required – Last Reminder] New IPs to Allowlist for Gladly Sidekick
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
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. Ensure this is complete if you’re beginning to experience issues. Forward this information to your IT/Network team contacts and any BPO partners you work with that also access Sidekick.
- 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 on February 7. 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.
[Action Required] Gmail and Yahoo DMARC Policy Changes
Gmail and Yahoo will implement on February 2024 new thresholds for non-authenticated senders to protect against phishing and spoofing and require senders to have DMARC for their domains. Failure to implement a DMARC Policy may cause email delivery issues.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Hanging Up Before Cold Transfer Completes Disconnects Call
Fixed – Some Agents could not complete a cold transfer if they hung up before the transfer was complete. It resulted in unexpected behaviors, including the transferring Agent being unable to receive another Customer to assist until the transferred Customer was assigned.
‘Ctrl+Enter’ Keyboard Shortcut Stopped Working (Email, Task, Notes)
Fixed – Hitting ‘Ctrl+Enter’ (or command + return on Mac) would not send an email or save a Note or Task.
Missing Filters in Insight Builder
Fixed – Filters for Agent ID, Email, and Name metrics were missing when building a report through the Agent dataset in Insight Builder.
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. 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.
January 17, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Topics Dashboard
Use the new Topics Dashboard to glean insight on Topic performance and see the top 10 most used Topics across Conversations. The default dashboard view displays Topics applied to closed Conversations from the last 7 days, and the range can be updated.
- Count – Top 10 Topics applied to closed Conversations based on the date filter used.
- Note – You may temporarily see a slight difference in the top 10 Topics between the Topic Dashboard and Daily Trends dashboard. This will be resolved in the coming weeks.
- FCR % – First Contact Resolution % displays the % of Conversations with the applied Topic resolved on first contact.
- Avg. Conversation Handle Time – Displays the top 10 Topics and the average handle tie for each Topic.
- Overall Topics – Displays Topic usage unbounded by dashboard filters.
New ‘HTTP’ IVR Node
The new HTTP IVR node, which can be added directly to an existing IVR through the UI, allows for the use of custom static headers for API calls. Before this enhancement, Gladly only supported the Authentication Header. Through the HTTP node, you can make RESTful API calls to systems that require custom headers, like the X-Shopify-Access-Token.
Gladly Sidekick is our new AI and automation platform.
Improved Page Load Time for Threads UX
We improved how fast the Threads page loads for Administrators, with speed times improving by 10 seconds for organizations with many Threads.
What’s Coming #
Coming soon to Sandbox and product news
Change to Gladly Sub-Processor
Microsoft is now a Gladly Sub-Processor and will provide AI Automation and Generative services. Please reach out to [email protected] if you have any questions or concerns.
(Action Required) New Voice IPs to Allowlist Before January 23, 2024
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
We communicated previously that Gladly’s Voice partner is changing the IP and port ranges for Gladly Voice, which 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.
The original deadline to complete this task was October 10, 2023, but our Voice partner extended the timeline and will now transition to using the new media IPs and port ranges beginning January 23, 2024.
- Note – There’s no action required if you do not utilize firewalls or do not limit traffic to specific IPs.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after January 23, 2024, if these IPs are not allowed.
- When do we need to allowlist the new IPs?
- The original deadline to allow the IPs was October 10, 2023. However, this timeline is extended to January 23, 2024.
- If you’re using a BPO, they must also allow the new IPs.
- We’ve already allowed the new IP range and UDP ranges. Do we need to do anything else?
- After updating your allowlists to include additional IPs, you can 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.
- After updating your allowlists to include additional IPs, you can run a network test:
- 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.
- Can you share more information about this change?
- Who do I contact if we have questions?
- Please contact Gladly Support.
[Action Required] New IPs to Allowlist for Gladly Sidekick Before January 23, 2024
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
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 that also access Sidekick.
- 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 on the first week of February. 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.
[Action Required] Gmail and Yahoo DMARC Policy Changes
Gmail and Yahoo will implement on February 2024 new thresholds for non-authenticated senders to protect against phishing and spoofing and require senders to have DMARC for their domains. Failure to implement a DMARC Policy may cause email delivery issues.
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. 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.
January 10, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Copy Text From Email Composer and Paste to Notes/Tasks
You can now copy and paste text from the Email Composer to a Note or Task. Text is pasted without rich text formatting at this time.
Include Order Numbers, Accounts Numbers, and More in Conversation Summaries
Conversation summary using Hero AI Summaries now includes key information mentioned in the Conversation, like order numbers, account numbers, loyalty numbers, and more as part of the summary.
Conversation Header Displays Topics in Alphabetical Order
Hovering over the Conversation header in the Conversation Timeline now displays Topics associated with the Conversation in alphabetical order.
UI Language Improvement
Gladly continues the effort to remove language seen as ableist in the UI. In this iteration, Inboxes and Topics that have been deactivated will now appear as Deactivated (Inboxes) or Archived (Topics) in the Customer Profile.
My Customer List Hidden When Viewing Insight Builder
The My Customer list is no longer visible when creating a report in Insight Builder, allowing Analysts to focus on building reports.
‘None Of’ Qualifier for ‘Topics’ Rule Condition
The new ‘None Of’ Qualifier will allow you to create Rules, like sending an auto-reply, and exclude a Rule Action if the particular Topic is applied to a Conversation. For example, say you have a Rule that sends a follow-up email for Conversations with a Renewal Topic. You can use the ‘None Of’ Qualifier to avoid sending a follow-up email for Conversations with a Cancellation Topic applied.
Gladly Sidekick is our new AI and automation platform.
Updated FedEx Status Code For Shipment Details
FedEx shipments with delayed status or those that have cleared customs will still be considered in transit. The appropriate in-transit response will be given rather than triggering a handoff to an Agent.
Include Chat URL Context in Threads
Sidekick can now consider and incorporate the URL an inbound chat originated from in a Thread’s logic. This allows a Thread to recognize the exact page an inbound chat is coming and allow for more tailored responses.
What’s Coming #
Coming soon to Sandbox and product news
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
We communicated previously that Gladly’s Voice partner is changing the IP and port ranges for Gladly Voice, which 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.
The original deadline to complete this task was October 10, 2023, but our Voice partner extended the timeline and will now transition to using the new media IPs and port ranges beginning January 23, 2024.
- Note – There’s no action required if you do not utilize firewalls or do not limit traffic to specific IPs.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after January 23, 2024, if these IPs are not allowed.
- When do we need to allowlist the new IPs?
- The original deadline to allow the IPs was October 10, 2023. However, this timeline is extended to January 23, 2024.
- If you’re using a BPO, they must also allow the new IPs.
- We’ve already allowed the new IP range and UDP ranges. Do we need to do anything else?
- After updating your allowlists to include additional IPs, you can 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.
- After updating your allowlists to include additional IPs, you can run a network test:
- 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.
- Can you share more information about this change?
- Who do I contact if we have questions?
- Please contact Gladly Support.
[Action Required] New IPs to Allowlist for Gladly Sidekick
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
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 that also access Sidekick.
- 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 February 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.
[Action Required] Gmail and Yahoo DMARC Policy Changes
Gmail and Yahoo will implement on February 2024 new thresholds for non-authenticated senders to protect against phishing and spoofing and require senders to have DMARC for their domains. Failure to implement a DMARC Policy may cause email delivery issues.
Topics Dashboard
Available in Sandbox this week, use the Topic Dashboard to glean insight on Topic performance and see the top 10 most used Topics across Conversations.
The default dashboard view displays Topics applied to closed Conversations from the last 7 days, and the range can be updated.
- Count – Top 10 Topics applied to closed Conversations based on the date filter used.
- FCR % – First Contact Resolution % displays the % of Conversations with the applied Topic resolved on first contact.
- Avg. Conversation Handle Time – Displays the top 10 Topics and the average handle tie for each Topic.
- Overall Topics – Display a non-constrained list of Topics listed by metric.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Incorrect Status in Conversation Export Report
Fixed – When an abandoned call was started and ended at the exact same time, occasionally, its status would appear as Open instead of Closed.
Unable to Edit URL in Composer
Fixed – Agents could not quickly open and edit an existing link in the Composer without highlighting the enter link first.
Gladly Sidekick is our new AI and automation platform.
Incorrect Status for Conversations With Deactivated Threads
Fixed – Sidekick Conversations will now display a disabled status if a Thread exists but is deactivated, rather than handing these Conversations off to an Agent.
Allow phones and updatedAt Fields to Be Undefined For Customer Profile Validator
Fixed – The fields updatedAt and phones are not mandatory for Sidekick’s Gladly LUA integration. If this information is not defined in the Customer Profile, Sidekick can still proceed without an error.
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. 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.
