July 31, 2024 #
What’s Coming #
Coming soon to Sandbox and product news
Help Us Shape the Future of Flexible Cards
We’re looking for your valuable input! We’re conducting customer research for Flexible Cards, a feature that displays information and offers self-service options for Agents within the Customer Profile and through Chat for Sidekick customers.
This 45-minute session will give you a deeper dive into Flexible Cards and provide an opportunity to share how you’d ideally use them. By participating, you’ll have a significant impact on the development of Flexible Cards and gain exclusive access to our innovation partner program.
If you’re interested in helping shape the future of Flexible Cards, reply to this email or contact [email protected].
Gladly Routing Course for Agents
We recently released the Gladly Routing Logic Certificate Course, designed to equip Administrators with a deep understanding of our routing engine. Building on this success, we’re excited to share that a new Gladly Routing course tailored specifically for Agents is in the works. This course will provide Agents with valuable insights into how Gladly routes Customers and its impact on CX. Stay tuned!
Don’t Miss Out #
Events, notices, and Gladly news
LEARNING
Listening Skills – The Ultimate Workplace Soft Skills
Listening is the often-overlooked superpower. Have you ever felt the frustration of repeating yourself multiple times or wondered if someone was truly engaged in the conversation? The truth is, that effective listening is a rare and invaluable asset in the workplace so learn how you can be that person that listens best.
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 
.
July 24, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Memories Inputs in App Platform
When all the requirements are met, Memories that are supersets of an input can now be used as input to an external action when using the App Platform. For example, if the input is an object such as { orderNumber: number, cancellationReason: string }, the Memory must contain both these fields of the correct type. If the Memory contains these required fields as well as additional fields such as { orderNumber: number, cancellationReason: string, SKU: string, deliveryDate: date }, it can still be used as an input to an external action by leveraging the All Fields selector.
External Links Opens New Tab
All links added within the Sidekick Text Editor will open in a new tab once selected.
What’s Coming #
Coming soon to Sandbox and product news
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks was blocked, and the rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Resolved Issues #
Issues and bugs we squashed
Gladly Sidekick is our AI and automation platform.
Missing RegEx Memory in Rule conditions drop-down
Fixed – The RegEx Memory did not appear in the drop-down menu when configuring a Rule within an Anonymous Action.
Don’t Miss Out #
Events, notices, and Gladly news
LEARNING
Customer Service And Experience Improvement: Gain Devoted Customers
Want to turn your customers into raving fans? Discover how to elevate your customer experience from good to unforgettable. This course will equip you with the tools and insights to not only meet customer expectations but exceed them, driving business growth and loyalty.
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 .
July 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.
Answers Management API
Managing Answers just got a lot easier with the introduction of the Answers Management API, which lets you sync and update Answers programmatically via API .
Drill-Down Fields in Sidekick Dashboard and Sidekick Assist by Classification Topic Report
Use drill-down fields in the Top Contact Reasons and Opportunities sections of the recently released Sidekick Dashboard and the Sidekick Assists by Classification Topic report to link to the Conversations in Gladly to understand how Sidekick is performing. Use the feature to review how Sidekick is responding to Customers so that you can celebrate successes or make adjustments to specific Threads where there are opportunities for improvement.
Line Breaks in Order Card Notes
The Notes field in the Order Card now allows line breaks instead of single-line texts.
Sunsetted Reports in Gladly Hero
As part of our ongoing efforts to modernize our reporting and data infrastructure, we have recently sunset another batch of seven reports from the “Sunsetting” category on the Reports page. The following reports have been removed from the Gladly UI and will no longer be accessible via Gladly or API.
| Sunsetted | Former Endpoint | Alternate |
|---|---|---|
| Created and Closed Tasks by Agent | CreatedAndClosedTasksByAgentReport | Task ExportTask Summary |
| Inbound Contacts | InboundContactsReport | Contact Export |
| Abandoned Calls | AbandonedCallsReport | Contact Summary |
| Transferred Calls Sent by Agent | TransferredCallsReceivedByAgentReport | Agent Summary |
| Transferred Calls Received by Agent | TransferredCallsSentByAgentReport | Agent Summary |
| Transferred Calls | TransferredCallsReport | Contact Export |
| Agent Performance Summary | AgentsReportV2 | Agent Summary |
What’s Coming #
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks was blocked, and the rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our people-centered platform for delivering personalized Agent-assisted Customer service.
“Not a Valid Phone Number” Error in Gladly
Fixed – Valid phone number formats such as +15551234567 incorrectly appeared as invalid in the Customer Profile preventing Agents from making an outbound call to the number.
Don’t Miss Out #
Events, notices, and Gladly news
LEARNING
Reports and Insights Course
Data is gold – that’s a statement we can all agree on. Gladly provides a variety of ways to access and analyze the data and insights you need to understand your contact center’s performance.
Although some are intimidated by reports, many resources are available to help you navigate the data available. We recommend taking the How to Work With OOTB Reports and Dashboards course, especially Gladly Administrators, to understand better how to work with data in Gladly.
LEARNING
Glady Routing Certification for Gladly Administrators
Gladly’s Routing Engine is designed to remove the uncertainty of deciding which Customers to assist first. This allows your team to concentrate on delivering the best service. Understanding the logic and behaviors of the Routing Engine is helpful, as this affects how Agents help Customers and how Customers are prioritized based on their preferred Channels.
The Certification course is recommended for Gladly Administrators to help them better understand how Routing works. Team Managers and anyone interested in learning about the Gladly Routing Engine are also encouraged to complete this Certification.
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 .
July 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.
‘Automation/Session_Started’ and ‘Automation/Session_Ended’ Events Available in Webhook Configuration
Administrators can now select ‘Automation/Session_Started’ and ‘Automation/Session_Ended’ events when creating a new webhook so that these events can be posted to the webhook URL.
Gladly Sidekick is our AI and automation platform.
‘Expert Mode’ Accessible within Sidekick Thread Builder
‘Expert Mode’ allows users to update Thread content quickly, in one place. JSON knowledge is required.
Leveraging Expert Mode can be helpful for modifying the following:
- All replies in a single Thread
- All rule labels in a single Thread
- All Topics applied in a single Thread
What’s Coming #
Coming soon to Sandbox and product news
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks was blocked, and the rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our people-centered platform for delivering personalized Agent-assisted Customer service.
Unexpected Error for Anonymous Caller IDs
Fixed – Anonymous callers were being disconnected when dialing Gladly numbers due to a phone number validation check. Support has been added to allow anonymous caller IDs without error.
Spacing Between Paragraphs Not Rendering
Fixed – Spaces created by using ‘Shift + Enter’ in the Composer did not appear properly in outbound Emails, Notes, or Tasks once sent or created.
‘Schedule Your First Report’ Link Not Working
Fixed – Clicking on ‘Schedule Your First Report’ resulted in a blank page. This button now navigates to the Conversation Summary report.
Don’t Miss Out #
Events, notices, and Gladly news
LEARNING
Glady Routing Certification for Gladly Administrators
Gladly’s Routing Engine is designed to remove the uncertainty of deciding which Customers to assist first. This allows your team to concentrate on delivering the best service. Understanding the logic and behaviors of the Routing Engine is helpful, as this affects how Agents help Customers and how Customers are prioritized based on their preferred Channels.
The Certification course is recommended for Gladly Administrators to help them better understand how Routing works. Team Managers and anyone interested in learning about the Gladly Routing Engine are also encouraged to complete this Certification.
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 .
