March 28, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Reduce Duplicate Profiles by 36% With OMS Auto-Linking Using Phone Numbers
Customers who have activated auto-linking by phone number for Shopify, Magento, and BigCommerce have seen a ~36% decrease in duplicate Customer Profile creation. Since activating this feature has no negative impact, we’re activating auto-linking by phone number in Gladly instances next week who are using the aforementioned OMSes. You can deactivate this feature anytime by going to an OMS’s settings page in Gladly and unchecking the Phone Number box in the Auto-Linking Fields section.
Resolved Issues #
Issues and bugs we squashed
Incorrect Inbox ID Reporting – In Conversations that changed Inboxes due to an incoming call, we fixed a bug that caused the CONTACT/OFFERED event to reflect the ID of the previous Inbox instead of the current Inbox’s ID where the Conversation is.
Unable to Save Entry Point Exceptions – We fixed a bug that prevented the saving of any Entry Point exceptions for any Channel.
LUA Retrieved Custom Attributes Appear Collapsed in the Customer Profile – A Card in the Customer Profile containing Customer data pulled from an external system sometimes appeared collapsed instead of expanded. This is now resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
Connect Learning
2022 Holiday Benchmarks Classroom Session
Data is gold, so let’s go digging for it! Join us on March 30th at 11 AM PT | 2 PM ET to gain insights into how your contact center performed during the 2022 holiday season compared to industry benchmarks and other companies. You’ll also learn ways to improve for the 2023 holiday season.
EVENT
Gladly Connect Live 2023: Strike a chord with customers
You’re invited to Gladly Connect Live 2023! A two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
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 21, 2023 #
What’s Shipped #
Features and updates released to Production
Handle Returns In Gladly With Loop (Loop Returns)
Loop, a popular return management app that makes returns stress-free for you and your shoppers, is available in Production this week. Once Loop is connected to Gladly, Agents can get a holistic view of Customer returns, exchanges, and shipping statuses to resolve issues faster.
- Quick Access to Recent Past Returns – View a snapshot of the ten most recent returns, including order numbers and statuses.
- Richer Context for Better Customer Interactions – See details on the returned item, the exchanged item, pricing, shipping statuses, and more.
- Do More, Faster – One-click access to the relevant Loop Returns pages enables you to process returns, create shipping labels, and add notes in seconds.
Gladly Releases Email ‘From’ Address Update
Starting this week, release notes will come from ‘[email protected]’ instead of ‘[email protected]’. Please add the ‘gladly.com‘ domain to your allow list to avoid missing important communications from Gladly.
Resolved Issues #
Issues and bugs we squashed
Unable To Add Task Comments – We fixed a bug that sometimes prevented users from adding a Task comment within the Task Panel.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
Connect Learning
2022 Holiday Benchmarks Classroom Session
Data is gold, so let’s go digging for it! Join us on March 30th at 11 AM PT | 2 PM ET to gain insights into how your contact center performed during the 2022 holiday season, compared to industry benchmarks and other companies. You’ll also learn ways to improve for the 2023 holiday season.
EVENT
Gladly Connect Live 2023: Strike a chord with customers
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
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 14, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Handle Returns In Gladly With Loop (Loop Returns)
Loop, a popular return management app, makes returns stress-free for you and your shoppers.
With Loop’s Gladly integration, Agents can get a holistic view of Customer returns, exchanges, and shipping statuses to resolve issues faster.
- Quick Access to Recent Past Returns – View a snapshot of the ten most recent returns, including order numbers and statuses.
- Richer Context for Better Customer Interactions – See details on the returned item, the exchanged item, pricing, shipping statuses, and more.
- Do More, Faster – One-click access to the relevant Loop Returns pages enables you to process returns, create shipping labels, and add notes in seconds.
Check out Loop in Sandbox this week to add and test the Loop integration with Gladly.
Gladly Releases Email ‘From’ Address Update
Currently, email communications such as release notes sent by Gladly come from ‘[email protected].’ Starting next week, they will instead come from ‘[email protected].’ To ensure you continue receiving important email communications from Gladly, please add ‘gladly.com‘ domain to your allow list.
Resolved Issues #
Issues and bugs we squashed
Incorrect Reporting of ‘System’ Instead ‘Agent’ For Auto-Accepted Emails – We resolved an issue where auto-accepted inbound emails were incorrectly labeled as AGENT instead of SYSTEM which incorrectly reported Agents who were logged out of Gladly with non-zero counts of accepted emails.
Perpetual Wait Time in Agent Liveboard – We fixed an issue occurring in certain scenarios which caused Messaging session wait times to perpetually appear as ongoing in Agent Liveboard.
‘NULL’ Values Incorrectly Appeared in Work Sessions Report – This fix reverts Inbox/inbox_id (which appeared as NULL) in the Work Sessions report to contain the original inbox_id when the Contact was started/queued which was inadvertently changed to Inbox when the Contact ended.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Gladly Connect Live 2023: Strike a Chord With Customers
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
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 7, 2023 #
What’s Shipped #
Features and updates released to Production
Updated Proactive Email and Proactive SMS Campaign Send Limits
Proactive Email and Proactive SMS Campaigns now have increased sending capacity. Both can now send a maximum of eight messages per minute, 40 messages every five minutes, which equals 480 messages per hour. If you have 500 recipients on a Campaign, it will take just a little over an hour to send all the messages. These limits prevent your operational/service-related messages (non-marketing) from being marked as spam by telecom carriers and email providers.
Loop Music in IVR
The music loop feature for the IVR is now available in Production to all Gladly instances. Activate the new Loop the queue and hold music feature on the Voice settings page, so your hold or queue music will seamlessly loop, eliminating the need to create extended music files to avoid silence. 
We recommend activating this feature if your current queue or hold music is longer than five minutes. Additionally, we recommend uploading new music that is around five minutes long if activating this feature for the first time or if the existing queue and hold music is longer than 10 minutes.
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly Releases Email ‘From’ Address Update
Currently, email communications such as release notes sent by Gladly come from ‘[email protected]’. Soon, they will instead come from ‘[email protected].’ To ensure you continue receiving important email communications from Gladly, please add ‘gladly.com‘ domain to your allow list.
Resolved Issues #
Issues and bugs we squashed
Administrators Able To Delete Voice Recordings – Previously, Administrators were able to delete call recordings, which are only reserved for Compliance Administrators. While this issue has been fixed, note that Administrators can assign themselves the Compliance Administrator role if needed.
Work Session Report Missing Handle Times – We fixed a bug where handle time was occasionally missing following the occurrence of Agents returning from Away in less than 30 seconds after going Away.
Incorrect Mail Routing Behavior – This fix addresses an issue where an Agent who was already assigned to an email Conversation could receive another email, resulting in them being assigned two inbound emails in a row. With this change, they will only receive the first email and not any subsequent emails until they click ‘Next.’
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
SSL Certificate Update
We successfully rotated our SSL certificate on February 8th as part of regular security procedures. The old certificate has not been used since February 8th and will be removed on March 8th. Although we don’t expect to encounter any issues, please contact Gladly Support if you see any SSL certificate errors.
PRODUCT
Use Phone Number to Auto-Link Customer Profile to OMS
Just a quick reminder that Shopify, Magento, and BigCommerce now support auto-linking by phone number to match and link profiles between Gladly and the OMS. To activate this feature, go to the OMS’s settings page in Gladly and check the Phone Number box in the Auto-Linking Fields section.
EVENT
Gladly Connect Live 2023: Strike a Chord With Customers
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
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.
