March 27, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Kebab Menu in Conversation Timeline Items Is Now Hidden
The kebab icon (three dots) to access a Conversation item (messages, Tasks, Notes) menu is now hidden instead of always displaying them and only appearing when hovering the mouse over the item.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Unable To Connect Facebook and Instagram Accounts to Gladly
Fixed – Adding a Facebook or Instagram account to Gladly was unsuccessful. Upon attempting to finalize the connection, the Facebook or Instagram account would not appear in Gladly.
Chat Auto-Reply Would Not Trigger
Fixed – The auto-reply Rule for the initial inbound chat message would not trigger for Sidekick and third-party automation providers.
Conversation Export Report Reported Inaccurate Conversation Status
Fixed – The Conversation Export report incorrectly reported Conversations that were auto-closed due to an abandoned call as open Conversations. This fix is applied retroactively.
Conversation Export Report Reported Inaccurate ‘Count of Channels’ Value
Fixed – The Count of Channels metric in the Conversation Export report showed the count of Contacts instead of Channels.
Don’t Miss Out #
Events, notices, and Gladly news
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.
March 20, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Identify Customers By Mobile Number for Chat Authentication
Create a user identity token with a mobile phone number or an email address and use this information to identify and authenticate Customers through chat. GladApp setUser() API also now supports giving a phone number or an email address when setting a user.
Summary Liveboard Update for Agents on Focus Mode
The calculation of Free Messaging Capacity in the Capacity section on the Summary Liveboard now excludes Agents in Focus mode while counting them as Working and Occupied.
Gladly Sidekick is our AI and automation platform.
Option to Not Handoff A Conversation When an Order is Not Found
A new control has been added within the Look Up Order Action. When enabled, this allows a Thread to continue and not hand a Conversation off if an order is not found. This unlocks the ability to build out unique behavior within a Thread – such as looking up orders in other systems or collecting additional information from the Customer before transferring to an Agent.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Unable to Close Conversations via API
Fixed – Unable to close Conversations via API if it had Freeform Topics applied and if Topic is required.
Incorrect Issuance of Conversation Events
Fixed – The conversation closed event was occasionally issued before or at the same time as conversation created event, resulting in some Conversations that were auto-closed due to an abandoned call showing up open in the Conversation Export report.
Incorrect Reporting of SLA in Liveboards for Certain Timezones
Fixed – Within SLA and Exceeding SLA counts in Summary Liveboard at timezones ahead of UTC, where the timezone offset was incorrectly applied twice. Gladly customers who are in timezones behind UTC adding extra hours to “today” had no observable impact, and, therefore, the issue wasn’t noticed. For customers ahead of UTC, this double conversion meant subtracting the extra hours from “today.” For example, in the case of customers in at Australia/Victoria time zone, which is 11 hours ahead of UTC, “today” was ending at 1 PM, thus, stopping counting the SLA of fulfilled contacts after that time.
Scheduled Reports Weren’t Delivered
Fixed – Scheduled (daily) reports weren’t delivered after the recent time change at the start of Daylight Savings Time. Please note that this fix is forward-only, that is, it will be applied only to newly scheduled reports.
Incorrect Value for ‘Count of Channels’ Metric in the Conversation Export Report
Fixed – The Count of Channels metric in the Conversation Export report showed the count of Contacts instead of Channels.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Blocking Spam: Tips and Best Practices
Forget the canned kind in the grocery aisle; unwanted spam disrupts service queues and hinders Agent productivity. Fortunately, Gladly can help deflect these unwanted nuisances. Join us on March 21 at 10 AM PT as we share tips and best practices to help deflect those pesky spam communications.
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.
March 13, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Add or Remove Freeform Topics from a Conversation via Custom Attributes API
The API for Conversation-specific attributes is now available. Freeform Topics associated with a Conversation may be adjusted using this API.
For a refresher on the Freeform Topics feature, we recommend reviewing the following.
Improved Specificity for IVR Publishing Errors
Expect more detailed feedback when attempting to publish an IVR with errors. Invalid IVR nodes will be now be highlighted within the tree and the unique error messages displayed, rather than a generic one.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Blocking Spam: Tips and Best Practices
Forget the canned kind in the grocery aisle; unwanted spam disrupts service queues and hinders Agent productivity. Fortunately, Gladly can help deflect these unwanted nuisances. Join us on March 21 at 10 AM PT as we share tips and best practices to help deflect those pesky spam communications.
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.
March 6, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Differentiate Between Expected vs. Unexpected Handoffs Using ‘isHandoff’ Memory
A new Memory called isHandoff has been added. isHandoff is available when configuring Rules within the Thread Builder and allows Threads to execute unique behavior based on Unexpected or Expected Handoffs.
What’s Coming #
Coming soon to Sandbox and product news
Reporting Maintenance on Thursday, March 7
Gladly Hero Reporting will be delayed for up to 1-hour from 9 PM until 10 PM PST on Thursday, March 7. During this time, data in CSV downloads, API requests, and Insight Builder will be impacted; however, Gladly’s Events API, AWS EventBridge, and Liveboards will remain current.
Subscribe to our Status Page for important updates about Gladly maintenance windows and incidents.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Blocking Spam: Tips and Best Practices
Forget the canned kind in the grocery aisle; unwanted spam disrupts service queues and hinders Agent productivity. Fortunately, Gladly can help deflect these unwanted nuisances. Join us on March 21 at 10 AM PT as we share tips and best practices to help deflect those pesky spam communications.
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.
