January 15, 2025 #
What’s Coming #
Coming soon to Sandbox and product news
[Early Access] Sidekick Conversation Summary Upon Handoff to Agent
When a Customer is handed off to an Agent, a summary of the dialogue between Sidekick and the Customer is automatically generated and visible in the Conversation Timeline. This summary provides context about the automated interaction with Sidekick and suggests possible steps the Agent may consider taking next once they are routed to the Customer, avoiding the need for Customers to repeat themselves.
This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting Gladly Support or your CSM. It will become generally available to all Answer Threads customers in the coming weeks.
Resolved Issues #
Issues and bugs we squashed
SSO Not Navigating To Bookmarked URLs
Fixed – Bookmarked URLs were ignored when accessing a saved Gladly page URL through SSO, resulting in users landing on Gladly Home instead of the intended page. Now, URLs that contain query parameters will be correctly followed.
Don’t Miss Out #
Events, notices, and Gladly news
EVENT
Just Announced: See Who’s Taking the Stage at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we’ve got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how Kuhl & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
PRODUCT
Use SSO To Access Gladly
We encourage Gladly customers who have not implemented Single Sign-On (SSO) to do so for enhanced security and simplified access management. SSO provides centralized authentication management, improved security controls, and streamlined user access. Our team is ready to help you transition to SSO if you need assistance.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce referral by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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 8, 2025 #
What’s Shipped #
Features and updates released to Production
Original Instagram Story Will Display With Story Reply
Instagram story replies will include the story’s associated video or image in the Conversation Timeline, providing greater context for Agents when responding to the customer.
What’s Coming #
Coming soon to Sandbox and product news
[Early Access] Sidekick Conversation Summary Upon Handoff to Agent
When a Customer is handed off to an Agent, a summary of the dialogue between Sidekick and the Customer is automatically generated and visible in the Conversation Timeline. This summary provides context about the automated interaction with Sidekick and suggests possible steps the Agent may consider taking next once they are routed to the Customer, avoiding the need for Customers to repeat themselves.
This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting Gladly Support or your CSM. It will become generally available to all Answer Threads customers in early January.
Resolved Issues #
Issues and bugs we squashed
Improved Answer Retrieval for Punctuation and Accented Characters
Fixed – The use of certain accent characters and apostrophes kept Answer Threads from retrieving Public Answers correctly and resulted in a handoff to an Agent.
Don’t Miss Out #
Events, notices, and Gladly news
PRODUCT
Add Glad App (Chat) to Shopify Checkout and Thank You Pages
Gladly customers using Shopify can now see the Glad App widget on their Shopify Checkout and Thank You pages through the Gladly App in the Shopify App Store. This feature enables support teams to engage with Customers during key moments in their purchasing journey, helping to reduce cart abandonment and increase conversion rates.
See Add Glad App to Shopify ‘Checkout’ and ‘Thank You’ Page for instructions on adding Glad App to Shopify Checkout and Thank you pages.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce referral by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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 .
