May 29, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Insight Builder Cookies Security Updates
Google is phasing out support for third-party cookies on their Google Chrome browser. We are preparing for this by rolling out a security enhancement, which will be released to Production this week, to ensure that our customers’ access to OOTB Reports and Insight Builder, built on Google’s Looker BI platform, is not disrupted.
No additional action is required for Gladly customers; you will continue to be able to use our embedded Looker BI reports and Insight Builder after Chrome fully phases out third-party cookies, but there are now two Looker-enforced best practices to keep in mind:
- Looker’s security token refreshes every two hours, prompting users to refresh their browsers and re-authenticate in Looker.
- Save often! Because of this Looker-enforced timeout, save your work often to prevent losing progress.
New Self-Add IVR Nodes
The Variable and Variable Match IVR nodes can now be added directly to any IVR without contacting Gladly Support.
Navigating To Closed Conversations by Topic Takes You to the Top of the Conversation
When viewing Conversation by Topic using the Conversations card, clicking on a closed Conversation takes you to the top to help you better see the Conversation history. Clicking an open one takes you to the bottom of the Conversation to see the latest interaction.
Gladly Sidekick is our AI and automation platform.
Send HTML for Automation Replies
HTML responses from Sidekick will now be displayed as HTML in Glad App or non-button-based automation messages.
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 were blocked and 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.
Change to Gladly Sub-Processor
As we continue our commitment to rigid and transparent security, Gladly would like to inform you that we have added Deepgram as a sub-processor. Deepgram’s Voice AI platform provides speech-to-text, text-to-speech, and language-understanding APIs. Please reach out to [email protected] if you have any questions or concerns.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Composer Input Refocusing to Tasks
Fixed – When typing in the Composer while a Task is open on the Task Panel, the screen’s focus would suddenly shift away from the Composer to the Task comment causing incorrect input.
Variable Node in Basic IVR Template Not Blocking Calls
Fixed – The Variable node in a newly created IVR using the Basic IVR template would not block incoming calls from phone numbers part of the block list.
Don’t Miss Out #
Events, notices, and Gladly news
COMMUNITY
Comment, Ask Questions, and Follow Interactions in the Community
Ignite discussions, share insights, and collaborate in new ways in the Gladly Connect Community through the new Comments feature for Help and Learning. Dive into topics with questions, offer up your expertise by replying to existing comments, and learn from the collective wisdom of your peers in the Community.
With the Comments feature, you can:
- Post new comments or reply to existing ones on help pages to answer questions and help other members. The Gladly Team can even chime in and participate in these interactions.
- Comment or leave your thoughts on courses and certifications in Connect Learning and engage with other members taking the same course.
RESOURCES
[Recording] Rules Maintenance and Auditing Best Practice Classroom
Did you miss the Classroom session about Rules on May 23rd? Rules is Gladly’s logic engine that automates processes like routing. It allows your team to spend less time on repetitive tasks and more time providing personalized service. If you did miss it, you can watch the recording at your convenience.
PRODUCT
Utilize AI Features in Gladly
Gladly includes access to AI features, AI Authoring and AI Summaries. We encourage you and your team to explore and utilize these features designed to make it even easier to provide radically personal service.
- AI Authoring – Harness the power of AI Authoring to rewrite, rephrase, shorten, make longer/shorter, and even change the tone of your message with a single click!
- AI Summaries – Document Conversation key points and takeaways with just one click using AI. Text-based messages part of a Conversation, such as emails, SMSes, and chats, are reviewed to generate the summary.
We’ve got you covered with training as well! Have your team take the People-Centered Service With AI course in Gladly Connect Learning to help them understand how to maximize these features.
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 .
May 22, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
New Insight Builder Measures
We added a few percentiles and medians to five, time-related metrics in the Conversation Metrics and Contact Metrics datasets within Insights Builder.
Conversation Metrics
- Conversation Handle Time
- Created-to-First Closed Time
- Created-to-Last Closed Time
Contact Metrics
- Queued_to_Fulfilled Time
- Queued_to-Fulfilled Time within Business Hours
Close Glad App via API
Minimize Glad App via API. This is a great way to allow your site visitors to focus on your website experience or to highlight website content without Chat in focus on a web page by programmatically minimizing it.
What’s Coming #
Coming soon to Sandbox and product news
Insight Builder Cookies Security Updates
Google is phasing out support for third-party cookies on their Google Chrome browser. We are preparing for this by rolling out a security enhancement to ensure that our customers’ access to OOTB Reports and Insight Builder, built on Google’s Looker BI platform, is not disrupted.
No additional action is required for Gladly customers; you will continue to be able to use our embedded Looker BI reports and Insight Builder after Chrome fully phases out third-party cookies, but there are now two Looker-enforced best practices to keep in mind:
- Looker’s security token refreshes every two hours, prompting users to refresh their browsers and re-authenticate in Looker.
- Save often! Because of this Looker-enforced timeout, save your work often to prevent losing progress.
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 were blocked and 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.
Change to Gladly Sub-Processor
As we continue our commitment to rigid and transparent security Gladly would like to inform you that we have added Deepgram as a sub-processor. Deepgram’s Voice AI platform provides speech-to-text, text-to-speech, and language-understanding APIs. Please reach out to [email protected] if you have any questions or concerns.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Customers Able to Start Chat Through Glad App Outside Operating Hours
Fixed – Some Customers were able to chat in even if the ‘Office Hours’ configuration shows that Chat is closed and unavailable
Don’t Miss Out #
Events, notices, and Gladly news
PRODUCT
Take Advantage of AI Features in Gladly
Gladly includes access to AI features, AI Authoring and AI Summaries. We encourage you and your team to explore and utilize these features to make it even easier to provide radically personal service.
- AI Authoring – Harness the power of AI Authoring to rewrite, rephrase, shorten, make longer/shorter, and even change the tone of your message with a single click!
- AI Summaries – Document Conversation key points and takeaways with just one click using AI. Text-based messages part of a Conversation, such as emails, SMSes, and chats, are reviewed to generate the summary.
We’ve got you covered with training as well! Have your team take the People-Centered Service With AI course in Gladly Connect Learning to help them understand how to maximize these features.
PRODUCT
Build Your Own Reports With Insight Builder
Insight Builder is a powerful BI (Business Intelligence) tool designed to help you get the Gladly insights you need. You can build your own reports using Gladly datasets and create different dashboards to share with the team to monitor your team’s performance and KPIs. Visit New to Insight Builder? Start Here to learn how to get access.
CLASSROOM
Rules Maintenance and Auditing Best Practices
Learn about Rules, a powerful logic engine that automates processes like routing, freeing up your team to provide personalized service. In this session, our Senior Manager of Implementation Services will explain how to optimize the Rules setting for maximum efficiency and learn to automate processes and maintain your Rules, whether you have 20 or 1,000.
Join us on May 23 at 10 AM PT | 1 PM ET.
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 .
May 15, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Revise Thread To Previous Version
The Revisions feature allows you to revert to a previously saved version of a Thread. This is a great feature for restoring a previous version of a Thread or if you made a mistake and would like to restore a Thread to a previous version.
What’s Coming #
Coming soon to Sandbox and product news
Deprecating MESSAGE/RECEIVED Webhook on May 22nd
We’re deprecating the MESSAGE/RECEIVED webhook event and replacing it with CONTACT/MESSAGE_RECEIVED. We will proactively notify customers who are using the webhook.
If you’re using MESSAGE/RECEIVED webhook, you should:
- Go to the Webhooks page in Gladly and replace any webhook events using MESSAGE/RECEIVED with CONTACT/MESSAGE_RECEIVED.
- Replace the event even if the webhook is deactivated.
- Update any code or event name in payloads using MESSAGE/RECEIVED and replace it with CONTACT/MESSAGE_RECEIVED.
Please complete the transition before May 22nd.
Change to Gladly Sub-Processor
As we continue our commitment to rigid and transparent security Gladly would like to inform you that we have added Deepgram as a sub-processor. Deepgram’s Voice AI platform provides speech-to-text, text-to-speech, and language-understanding APIs. Please reach out to [email protected] if you have any questions or concerns.
Resolved Issues #
Issues and bugs we squashed
Gladly Sidekick is our AI and automation platform.
Facebook Messages Getting Cut-Off
Fixed – Meta imposes a character limit on messages sent through Facebook Messenger. If a message Sidekick sends exceeds that limit, it will not be sent to the end user. While the Agent sees the error in the Conversation timeline, nothing is sent to the Customer. This fix allows Sidekick to process large messages and break them into smaller chunks to avoid this issue.
Don’t Miss Out #
Events, notices, and Gladly news
PRODUCT
Utilize AI Features in Gladly
Gladly includes access to AI features, AI Authoring and AI Summaries. We encourage you and your team to explore and utilize these features designed to make it even easier to provide radically personal service.
- AI Authoring – Harness the power of AI Authoring to rewrite, rephrase, shorten, make longer/shorter, and even change the tone of your message with a single click!
- AI Summaries – Document Conversation key points and takeaways with just one click using AI. Text-based messages part of a Conversation, such as emails, SMSes, and chats, are reviewed to generate the summary.
We’ve got you covered with training as well! Have your team take the People-Centered Service With AI course in Gladly Connect Learning to help them understand how to maximize these features.
PRODUCT
Build Your Own Reports With Insight Builder
Insight Builder is a powerful BI (Business Intelligence) tool designed to help you get the Gladly insights you need. You can build your own reports using Gladly datasets and create different dashboards to share with the team to monitor your team’s performance and KPIs. Visit New to Insight Builder? Start Here to learn how to get access.
RESOURCES
Insight Builder Recipes
We collected several popular reports created in Insight Builder by Gladly customers and added them to the Insight Builder Recipe library. The library provides step-by-step instructions on how to create these reports. All you have to do is follow the instructions to glean insight. We have recipes for metrics such as:
- Agent’s Average Total Handle Time
- Comparing today’s Conversation volume to yesterday’s
- Agent Available Time Investigation
CLASSROOM
Rules Maintenance and Auditing Best Practices
Learn about Rules, a powerful logic engine that automates processes like routing, freeing up your team to provide personalized service. In this session, our Senior Manager of Implementation Services will explain how to optimize the Rules setting for maximum efficiency and learn to automate processes and maintain your Rules, whether you have 20 or 1,000.
Join us on May 23 at 10 AM PT | 1 PM ET.
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 .
May 8, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
New Public API Endpoint to Fetch Conversations By ‘customerId’
We added a new public API endpoint to fetch conversations by customerId.
Improved Glad App Configuration Descriptions
We improved Glad App configuration descriptions so they are extra easy to understand. These updates do not change any of Glad App’s functionality.
Fundamental description changes you might notice are:
- Office Hours is now Glad App Hours
- Office Hours & Throttle Message is now Chat Unavailable Message
- Help App Chat Launcher is now Glad App Chat Button
See Up to 50 Recently Viewed Customers on the Search Page
We increased the number of recent Customers viewed on the Search page from 25 to 50.
What’s Coming #
Coming soon to Sandbox and product news
Deprecating MESSAGE/RECEIVED Webhook on May 22nd
We’re deprecating the MESSAGE/RECEIVED webhook event and replacing it with CONTACT/MESSAGE_RECEIVED. We will proactively notify customers who are using the webhook.
If you’re using MESSAGE/RECEIVED webhook, you should:
- Go to the Webhooks page in Gladly and replace any webhook events using MESSAGE/RECEIVED with CONTACT/MESSAGE_RECEIVED.
- Replace the event even if the webhook is deactivated.
- Update any code or event name in payloads using MESSAGE/RECEIVED and replace it with CONTACT/MESSAGE_RECEIVED.
Please complete the transition before May 22nd.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Events API Analytics Events Appeared Out of Order
Fixed – Analytics events appeared out of order with high-frequency Events API calls if subsequent calls for the same event types were made more frequently than once a minute.
Glad App Erroneously Played Notification Sound
Fixed – Glad App played notifications sounds even though a chat session has ended.
Multiple ‘In-Reply-To’ Headers Incorrectly Created New Customer Profiles
Fixed – Gladly was creating new Customer Profiles if the ‘In-Reply-To’ email header contained multiple references to previous emails instead of isolating responses to the initial Customer Profile.
Events API Returned ‘Internal Server Error’
Fixed – Events API returned an “Internal Server Error” due to exceeding the provisioned database capacity. The issue is addressed in the following two ways:
- The change adds backoff and retry, thus trading errors for longer latency. After the fix, the Events API will try an additional 10 seconds before stopping.
- The Events API now returns capacity exceeded errors with HTTP status 429 / Too Many Requests to indicate to API callers that they should either decrease the rate of their requests or start requesting fewer events.
Basic IVR Template Included Data Dip Node
Fixed – The Basic IVR, designed to make setting up an Initial IVR easier, included a Data Dip node, which required Services help to configure. We removed this node from the template, but it can be requested to be added to any IVR by contacting Gladly Support.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Rules Maintenance and Auditing Best Practices
Learn about Rules, a powerful logic engine that automates processes like routing, freeing up your team to provide personalized service. In this session, our Senior Manager of Implementation Services will explain how to optimize the Rules setting for maximum efficiency and learn to automate processes and maintain your Rules, whether you have 20 or 1,000.
Join us on May 23 at 10 AM PT | 1 PM ET.
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 .
May 1, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
See Automation Conversations in Real Time in the Conversation Timeline
Messages exchanged through Sidekick or any other automation provider using the Automation API are now written and displayed in real time in the Conversation Timeline. This improves on the previous method, which made the messages only available in the Timeline once the automation session ended via either handoff to an Agent or automatic Conversation closure.
Gladly Sidekick is our AI and automation platform.
‘Look Up Subscription’ Thread Control
A new ‘Look Up Subscription’ control is added for Thread Builders to avoid immediate Agent handoff if a subscription is not found.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Greeting Suggestion Appearing Without Prior History
Fixed – Greeting suggestions appeared without prior history to use as a basis for the suggestion. Suggestions will now only appear after five repeat uses.
Dedicated Hero Routing Ignoring Rules
Fixed – In-progress phone calls were being excluded from conversation export output requests. Calls in progress will now be included with the export when it runs.
Incorrect Conversation Status in Conversation Export Report
Fixed – Some Conversations appeared with an Open status in the Conversation Export report despite appearing as closed in the Conversation Timeline.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCES
New Learning and Development Content in Connect Learning
Connect Learning boasts engaging courses in CX, soft skills, leadership, management, and beyond. Whether you’re new to the game or a seasoned pro, you can upskill yourself or your entire team. Bond with colleagues by tackling courses together and sparking meaningful discussions about your learnings.
Industry experts guide you through interactive video lessons, quizzes, and practical assignments, ensuring you can immediately apply your newfound knowledge. Gladly Connect Learning empowers you to learn at your own pace, acquiring valuable skills that positively impact your work and personal development.
Visit Gladly Connect Learning to see the latest L&D and Gladly courses.
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 .
