June 27, 2023 #
What’s Shipped #
Features and updates released to Production
Attention Klaviyo Users – API Private Key Update
Last week, we upgraded the Klaviyo API to the newest version, which uses the new Private Key Authentication instead of the current Public API Keys used in the current version. If you’re using Klaviyo in Gladly, follow the steps outlined in the attached document to apply the new keys.
- IMPORTANT – You have four weeks to transition to the new Private Key Authentication before the Public API Keys stop working, which means Klaviyo will stop working in Gladly.
- Administrators in Gladly instances using Klaviyo should already have received a separate notification about this update with instructions on how to complete the upgrade.
Webhook Failed Email Notification for API Users
Webhooks allow external sources to receive information from Gladly. If a webhook fails and responds with a 301, 308, 400, 403, 406, or 410 HTTP status code, Gladly will attempt to deliver the event notification four more times within an hour. If the fourth attempt fails, Gladly will deactivate the webhook and notify all API Users in Gladly via email in an attempt to resolve the issue or to deactivate/delete webhooks no longer in use.
New Deactivated Webhook Status Icon
The Webhooks settings page now displays a red status icon indicating that the webhook was deactivated by Gladly. Hovering over the icon displays the date when the webhook was deactivated. You should proceed to determine why the webhook was deactivated before reactivating the webhook.
Friendly Channel Names for Reports
We have updated the Channel names for the UI reports listed below to make them more user-friendly. Please note that this update does not apply to the names in the CSV version of the reports.
- Daily Trend Dashboard
- Channel Mix
- Channel Wait Time
- Contact Timestamps
- Conversation Export
If you use scheduled reports or download reports via the kebab icon for UI-based reports, the Channel Names will change, and any formulas you have will need to be updated if you are analyzing reporting results in an external system.
For example, if you have configured the Contact Timestamps report to send as a CSV to your email inbox on a daily basis, you will notice that the Channel name for PHONE_CALL is now Phone Call, and you will need to update your pivot tables/Excel formulas to accommodate that change.
What’s Coming #
Features and updates coming soon or available in Sandbox
Auto-Accept Phone Calls
In Sandbox this week, the new Auto-accept incoming calls setting — if activated — allows Gladly to accept calls automatically without requiring Agents to click Accept on the notification banner. Additionally, the length of time before a call is automatically accepted is configurable. While this could reduce the chances of ignored or missed calls, Agents can still decline calls if the Decline calls setting is activated.
Gladly AI: Text Rewriting and Conversation Summary
Text Rewriting and Conversation Summary — powered by Gladly AI — is in the hands of select Innovation Partner Program participants, and is making its way towards general Availability. Stay tuned!
(Action Required) Imminent Blocking of Unregistered A2P 10DLC Phone Numbers
Starting July 5, 2023, all SMS sent to US and CA numbers via A2P, using a 10DLC (10-digit long number), must originate from registered brands. Outbound SMS traffic from numbers associated with unregistered brands coming from Gladly will begin to be rejected by carriers. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
Read more here about what will happen to unregistered numbers.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company have collectively received a notification with instructions on beginning or finalizing the registration process. We will continue to send out reminders to impacted customers; however, the registration process takes several weeks, so it’s important to take action ASAP.
Contact Gladly Support if you have questions.
Resolved Issues #
Issues and bugs we squashed
Task Export Incorrectly Returned Duplicate Rows
We fixed an issue that caused the Task Export report to return duplicate rows. There was an edge case where two rows per Task were returned per row in the Task Export report when two Task events for the same Task ID occurred at the same moment before the Task was closed.
New Message Notification Sound Occasionally Played Twice
This fix addresses an issue where the new message notification sound would occasionally play twice or stutter.
Notification Banner Did Not Display Customer Name
The notification banner previously displayed the word “Customer” instead of the Customer’s name. This issue has been resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
No Release Updates the Week of July 3rd
Please note that there will be no release update or email during the week of July 3rd in observance of the Independence Day (Fourth of July) holiday.
COMMUNITY
Gladly Connect Local Chicago
Calling CX practitioners and enthusiasts in the Chicago area! Are you ready to level up your insights game for your contact center? Then be sure to join us on July 12 at Alla Vita. We’ll share fresh perspectives on measuring metrics that genuinely impact creating great customer experiences. And to make things even better, complimentary light bites and drinks will be provided for our Chicago participants. Space is limited, so please register soon. We hope to see you there!
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.
June 20, 2023 #
What’s Shipped #
Features and updates released to Production
(Action Required) Klaviyo API Private Key Update
We’re upgrading the Klaviyo API to the newest version this week in Production, which uses the new Private Key Authentication instead of the current Public API Keys used in the current version. If you’re using Klaviyo in Gladly, you must follow the same steps outlined in the attached document to apply the new keys.
- IMPORTANT – You have four weeks to transition to the new Private Key Authentication before the Public API Keys stop working, which means Klaviyo will stop working in Gladly.
- Administrators in Gladly instances using Klaviyo will also receive a separate notification about this update with instructions on how to complete the upgrade.
New Links in Gladly Menu
We are making it easier to access Gladly resources so that you can get the support you need whenever you have questions about using Gladly or need help.
- What’s new in Gladly – The link takes you back to the Release page, where you can quickly view new features or updates for the week in Gladly.
- Help Docs – This takes you directly to Gladly Help Docs on the Connect Community website so you can find resources and helpful information regarding using Gladly.
- Contact Support – Previously referred to as “Help,” users with Team Manager and Administrator roles have access to contact the Gladly Support team via this link for assistance or to report technical issues.
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly AI: Text Rewriting and Conversation Summary
Text Rewriting and Conversation Summary — powered by Gladly AI — is now in the hands of select Innovation Partner Program participants, and will eventually make its way to general Availability. Stay tuned!
(Action Required) Imminent Blocking of Unregistered A2P 10DLC Phone Numbers
Starting July 5, 2023, all SMS sent to US and CA numbers via A2P, using a 10DLC (10-digit long number), must originate from registered brands. Outbound SMS traffic from numbers associated with unregistered brands coming from Gladly will begin to be rejected by carriers. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
Read more here about what will happen to unregistered numbers.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company have collectively received a notification with instructions on beginning or finalizing the registration process. We will continue to send out reminders to impacted customers; however, the registration process takes several weeks, so it’s important to take action ASAP.
Contact Gladly Support if you have questions.
(Action Required) Reporting Changes After SLA Business Hours
SLA Business Hours introduced new reports and moved old versions to the Sunsetting category.
New
Moved to the Sunsetting category (available in the UI until August 31, 2023)
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, be sure to update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on August 31st, 2023, so all changes should be made prior to that date.
Reference this document for additional guidance.
Resolved Issues #
Issues and bugs we squashed
The ‘Accept Chat’ Banner Incorrectly Appeared in Chat Composer Window
We fixed a bug that caused the chat banner to appear for the same chat Conversation while already in the Composer.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
COMMUNITY
Gladly Connect Local Chicago
Calling CX practitioners and enthusiasts in the Chicago area! Are you ready to level up your insights game for your contact center? Then be sure to join us on July 12 at Alla Vita. We’ll share fresh perspectives on measuring metrics that genuinely impact creating great customer experiences. And to make things even better, complimentary light bites and drinks will be provided for our Chicago participants. Space is limited, hope to see you there!
PRODUCT
No Release Updates the Week of July 3rd
Please note that there will be no release update or email during the week of July 3rd in observance of the Independence Day (Fourth of July) holiday.
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.
June 13, 2023 #
What’s Shipped #
Features and updates released to Production
TFN and A2P 10DLC Verification/Registration in SMS Phone Number Setup UX
The process of registering (A2P 10DLC) and verifying (TFN) phone numbers is now part of the UX for purchasing SMS phone numbers through Gladly. This ensures that phone numbers purchased through Gladly are properly verified or registered with telecom carriers before they are used to communicate with Customers, particularly via SMS/MMS in the US and Canada.
Once a number is confirmed registered (A2P 10DLC) or verified (TFN), use the Use existing Gladly phone number flow to finalize setting up the number in Gladly before using the number to communicate with Customers.
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly AI: Text Rewriting and Conversation Summary
Text Rewriting and Conversation Summary — powered by Gladly AI — is now in the hands of select Innovation Partner Program participants, and will eventually make its way to general Availability. Stay tuned!
Klaviyo API Private Key Update
We’re upgrading the Klaviyo API to the newest version but this version uses a new Private Key Authentication instead of the current Public API Keys used in the current version. You can test the upgraded version using the new Private Key Authentication in Sandbox this week by following the steps outlined in the attachment below. Once the upgraded version is available in Production, you must follow the same steps outlined in the attached document to apply the new keys.
- You’ll have four weeks to transition to the new Private Key Authentication once the upgrade is available in Production before the Public API Keys stop working.
- Administrators in Gladly instances using Klaviyo will receive a separate notification about this update with instructions.
(Action Required) Imminent Blocking of Unregistered A2P 10DLC Phone Numbers
Starting July 5, 2023, all SMS sent to US and CA numbers via A2P, using a 10DLC (10-digit long number), must originate from registered brands. Outbound SMS traffic from numbers associated with unregistered brands coming from Gladly will begin to be rejected by carriers. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
Read more here about what will happen to unregistered numbers.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company have collectively received a notification with instructions on beginning or finalizing the registration process. We will continue to send out reminders to impacted customers; however, the registration process takes several weeks, so it’s important to take action ASAP.
Contact Gladly Support if you have questions.
(Action Required) Reporting Changes After SLA Business Hours
SLA Business Hours introduced new reports and moved old versions to the Sunsetting category.
New
Moved to the Sunsetting category (available in the UI until August 31, 2023)
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, be sure to update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on August 31st, 2023, so all changes should be made prior to that date.
Reference this document for additional guidance.
Resolved Issues #
Issues and bugs we squashed
Proactive Chat Campaign Displayed Incorrect Message
We fixed a bug that sometimes caused the default Proactive Campaign message to display the default welcome message configured in Glad App instead of the message specific to the Proactive Chat Campaign.
Hold Music Played After Answering Call
Sometimes, when a Customer leaves a voicemail and then hangs up, a ghost call is still routed to an Agent, but the Agent only hears hold music. This issue has now been resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
COMMUNITY
Gladly Connect Local Chicago
Calling CX practitioners and enthusiasts in the Chicago area! Are you ready to level up your insights game for your contact center? Then be sure to join us on July 12 at Alla Vita. We’ll share fresh perspectives on measuring metrics that genuinely impact creating great customer experiences. And to make things even better, complimentary light bites and drinks will be provided for our Chicago participants. Space is limited, hope to see you there!
PRODUCT
No Release Updates the Week of July 3rd
Please note that there will be no release update or email during the week of July 3rd in observance of the Independence Day (Fourth of July) holiday.
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.
June 6, 2023 #
What’s Shipped #
Features and updates released to Production
Webhook Failed Email Notification
Webhooks allow external sources to receive information from Gladly. If a webhook fails and responds with a 301, 308, 400, 403, 406, or 410 HTTP status code, Gladly will attempt to deliver the event notification four more times within an hour. After the fourth attempt, Gladly will deactivate the webhook and notify all API Users in Gladly via email in an attempt to resolve the issue or to deactivate/delete webhooks no longer in use.
Expanded Discount Code Access for Shopify
The Shopify discount code field can now display up to 250 custom and 250 smart collections allowing Agents to accurately select the collection they are generating a discount code for.
What’s Coming #
Features and updates coming soon or available in Sandbox
(Action Required) Imminent Blocking of Unregistered A2P 10DLC Phone Numbers
Starting July 5, 2023, all SMS sent to US and CA numbers via A2P, using a 10DLC (10-digit long number), must originate from registered brands. Outbound SMS traffic from numbers associated with unregistered brands coming from Gladly will begin to be rejected by carriers. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
Read more here about what will happen to unregistered numbers.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company have collectively received a notification with instructions on beginning or finalizing the registration process. We will continue to send out reminders to impacted customers; however, the registration process takes several weeks, so it’s important to take action ASAP.
Contact Gladly Support if you have questions.
(Action Required) Reporting Changes After SLA Business Hours
SLA Business Hours introduced new reports and moved old versions to the Sunsetting category.
New
Moved to the Sunsetting category (available in the UI until August 31, 2023)
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, be sure to update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on August 31st, 2023, so all changes should be made prior to that date.
Reference this document for additional guidance.
Resolved Issues #
Issues and bugs we squashed
Unable To Publish IVR Due To Wrong End Date/Time – Previously, the Schedule Node allowed the Publish button to be clicked even when the End Date was earlier than the Start Date. Moving forward, the Publish button will no longer be an option, and a more descriptive error message will appear if the End Date is earlier than the Start Date.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
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.
