May 30, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
(Action Required) A2P 10DLC SMS Registration for US/CA Numbers
Starting July 5, 2023, all SMS sent to US 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 be rejected by carriers. However, this will only apply to some messages. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company will collectively receive a notification in the coming weeks (if they haven’t already) with instructions on how to begin the registration process.
As a Gladly customer, you are responsible for registering phone numbers (purchased or ported) in Gladly. The registration process can take upwards of a month, so it’s essential that we collaborate and remain responsive throughout the registration process. 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
The reports below 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.
- Note that Business Hours metrics are added in between existing columns. When swapping in the new reports, 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 before that date.
Resolved Issues #
Issues and bugs we squashed
Unable To Save Klaviyo Settings – We fixed a bug that prevented users from saving any changes to the Klaviyo settings on the Apps page.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Product Roadmap Webinar
We’re excited to share with you some of the features that are coming soon and our vision of what customer service will look like when powered by Gladly. Join us on June 7th at 10 AM PT | 1 PM ET, where we’ll dive into our plans for the future and give you a sneak peek of what’s to come.
LEARNING
Recommended Learning Courses For Support Heroes/Agents
Encourage the development and honing of skills your support team needs by helping them learn how to handle different types of service situations. Check out these Customer Service courses:
- Mastering Customer Service (Certificate Course)
- Dealing with Difficult Customers: Defusing Situations over the Phone
- Enhancing Service By Listening
- Attitude in Customer Service: Character and Integrity
Ask your team to create a Gladly Connect Community account to access a wide range of Learning and Development courses. You can find the registration link here. Of course, we encourage you to create one as well!
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 23, 2023 #
What’s Shipped #
Features and updates released to Production
Set Primary Operating Hours With SLA Business Hours
The new SLA Business Hours setting allows you to specify your contact center’s primary operating hours and will be used to report your SLA and Wait Time performance during the specified operating hours.
This setting will introduce new reports and moves old versions to the Sunsetting category.
- Contact Summary (New)
- Avg. Due-to-Fulfilled Time within Business Hours
- Contact Export (New)
- Max Queued-to-Fulfilled Time Within Business Hours
- Avg. Queued-to-Fulfilled Time within Business Hours
- Channel Wait Time (New)
- Queued to Fulfilled by Channel Within Business Hours
- Daily Trends dashboard
- Service Level % Within Business Hours
- Service Level Trending Within Business Hours
- Channel Wait Time Within Business Hours
- Moved to the Sunsetting category (available in the UI until August 31, 2023)
We recommend using the latest version of the reports mentioned going forward, regardless of whether you configure your primary operating hours in the SLA Business Hours settings page. If any of the newly sunsetted reports are scheduled, update your scheduled reports to schedule the new version. If you do not set your primary operating hours, the Within Business Hours metrics will show data as if you have a 24-hour contact center mirroring what currently exists.
What’s Coming #
Features and updates coming soon or available in Sandbox
10DLC SMS Registration for US Numbers
Starting July 5, 2023, all SMS sent to US 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 be rejected by carriers. However, this will only apply to some messages. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company will collectively receive a notification in the coming weeks with instructions on how to begin the registration process.
As a Gladly customer, you are responsible for registering phone numbers (purchased or ported) in Gladly. The registration process can take upwards of a month, so it’s essential that we collaborate and remain responsive throughout the registration process.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Product Roadmap Webinar
We’re excited to share with you some of the features that are coming soon and our vision of what customer service will look like when powered by Gladly. Join us on June 7th at 10 AM PT | 1 PM ET, where we’ll dive into our plans for the future and give you a sneak peek of what’s to come.
COMMUNITY
Recommended Learning Courses For Support Heroes/Agents
Encourage the development and honing of skills your support team needs by helping them learn how to handle different types of service situations. Check out these Customer Service courses:
- Mastering Customer Service (Certificate Course)
- Dealing with Difficult Customers: Defusing Situations over the Phone
- Enhancing Service By Listening
- Attitude in Customer Service: Character and Integrity
Ask your team to create a Gladly Connect Community account to access a wide range of Learning and Development courses. Of course, we encourage you to create one as well!
COMMUNITY
Last day to join the Mentorship Program is May 27
Invest in your professional success by joining the Gladly Mentorship program and get matched with some of the best talents in CX. Hurry! The last day to apply is May 27, 2023.
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 16, 2023 #
What’s Shipped #
Features and updates released to Production
Rules Before Routing
“Rules before Routing” is in Production this week. This improvement ensures that all existing Rules that apply to a Customer are executed before any routing occurs. This makes routing more predictable by reducing the likelihood of situations where a Rule(s) places a Customer in an Inbox, only for the Routing Engine to reassign the Customer to another Inbox, thereby reducing confusion associated with this behavior. There’s no action required or setting to update with this enhancement.
Scrollable Plus Menu
The Gladly Plus Menu is now scrollable, allowing for easier navigation when configuring many custom Actions. This enhancement prevents the menu from covering parts of the Customer Profile and gracefully handles larger menus.
Gladly Connect Community
Gladly Connect Community is now officially live! It consists of Learning, Documentation, and Mentorship and is a place where CX leaders and enthusiasts like you can make meaningful connections with other members, regardless of whether or not you are a Gladly customer.
Mentorship
- Invest in your success with a mentorship program designed to support career development and drive connectivity by partnering you with industry experts.
Documentation
- Complete Product documentation (Help, Implementation, Developer Tutorials) to ensure that answers to your questions about using Gladly is only a search Away.
Learning
- Access a large library of Learning and Development courses for personal and professional growth for you and your team — free!
- Find training content specific to using Gladly that can help you onboard and train new team members efficiently or learn new Gladly features. Gladly Connect Learning is the evolution of Gladly Academy.
What’s Coming #
Features and updates coming soon or available in Sandbox
10DLC SMS Verification for US Numbers
Starting July 5, 2023, all SMS sent to US 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 be rejected by carriers. However, this will only apply to some messages. After September 1, 2023, all outbound messages from unregistered numbers will be blocked.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company will collectively receive a notification in the coming weeks with instructions on how to begin the verification process.
As a Gladly customer, you are responsible for verifying phone numbers (purchased or ported) in Gladly. The verification process can take upwards of a month, so it’s essential that we collaborate and remain responsive throughout the verification process.
Business Hours SLA
Business Hours SLA setting (found under the Insights category) is going to Sandbox this week! This new setting will allow you to specify your contact center’s primary operating hours and will be used to report your SLA and Wait Time performance during the specified operating hours. Help Docs will be released when the feature goes out to Production.
This setting will introduce new reports and moves old versions to the Sunsetting category.
- New Reports with new metrics
- Contact Summary (New)
- Avg. Due-to-Fulfilled Time within Business Hours (hh:mm:ss)
- Contact Export (New)
- Queued-to-Fulfilled Time Within Business Hours
- Avg. Queued-to-Fulfilled Time within Business Hours (hh:mm:ss)
- Channel Wait Time (New)
- Queued to Fulfilled by Channel Within Business Hours
- Daily Trends dashboard
- Service Level % Within Business Hours
- Service Level Trending Within Business Hours
- Channel Wait Time Within Business Hours
- Contact Summary (New)
- Moving to the Sunsetting category (available until August 31, 2023)
- Contact Summary
- Contact Export
- Channel Wait Time
We recommend that you begin using the latest version of the reports mentioned above as soon as they’re available, regardless of whether you’ve configured your primary operating hours in the SLA Business Hours settings page. If you do not set your primary operating hours, the Within Business Hours metrics will show data as if you have a 24-hour contact center.
Answers Search API Update
We changed the Answers Search API endpoint to ‘ answers-search.’ If you’re using the old endpoint ‘ answers/search,’ you have until October 23, 2023, to make the update before the old endpoint stops working.
Resolved Issues #
Issues and bugs we squashed
Glad App Office Hours Not Recognized – We fixed a bug that caused Glad App not to recognize days marked as Closed and caused chat to remain available on a webpage.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Product Roadmap Webinar
We’re excited to share with you some of the features that are coming soon and our vision of what customer service will look like when powered by Gladly. Join us on June 7th at 10 AM PT | 1 PM ET, where we’ll dive into our plans for the future and give you a sneak peek of what’s to come.
LEARNING
Recommended Learning Courses For Support Heroes/Agents
Encourage the development and sharpening of skills your Support Team needs by helping them learn how to handle different kinds of service situations, such as when customers are unhappy. Check out the suggested courses below:
- Handling An Irate Customer
- Handing Confrontational Customers
- Practicing Empathy in Customer Service
- Attitude in Customer Service: Resiliency
Access these courses (and many more related to Service) in the Gladly Connect Community. You and your team can create a Gladly Connect Community account to access these courses immediately.
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 9, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Connect Community
Gladly Connect Community is now officially live! It consists of Learning, Documentation, and Mentorship and is a place where CX leaders and enthusiasts like you can make meaningful connections with other members, regardless of whether or not you are a Gladly customer.
Mentorship
- Invest in your success with a mentorship program designed to support career development and drive connectivity by partnering you with industry experts.
Documentation
- Complete Product documentation (Help, Implementation, Developer Tutorials) to ensure that answers to your questions about using Gladly is only a search Away.
Learning
- Access a large library of Learning and Development courses for personal and professional growth for you and your team — free!
- Find training content specific to using Gladly that can help you onboard and train new team members efficiently or learn new Gladly features. Gladly Connect Learning is the evolution of Gladly Academy.
- We recommend reading the FAQs below if you were actively using Gladly Academy before transitioning to Gladly Connect Learning.
Q. How do I join the Gladly Connect Community to access Gladly Connect Learning?
A. Join by visiting connect.gladly.com/registration. Use this link to join if you did not receive an invitation to reset your password if you had a Gladly Academy account.
Q. Will I see my learning history from academy.gladly.com in the new Learning platform?
A. Yes! Courses and certifications completed before May 1, 2023, will appear as historical data in your Gladly Connect Community profile. However, incomplete courses and certifications or those completed after May 1st will not appear.
Click your avatar on the top-right corner of Gladly Connect Community to access your profile and course history.
Q. I was the middle of a course/certification at academy.gladly.com. Will I lose that progress?
A. Only awarded certifications and completed courses before May 1, 2023, are transferred to the new Learning platform as historical data.
Q. Who can access the new Learning platform?
A. The platform is open to everyone interested in joining a CX community and those interested in furthering their skills and knowledge through free L&D courses. There’s no charge to use the platform.
Q. What kind of training will I find in the new Learning platform?
A. In addition to Gladly-specific training content, you will find a wide selection of learning and development materials for career and personal growth. These cover various topics, including Customer Experience / Service, Leadership and Management Development, Web Development, and more.
Q. I’m currently a Gladly customer. What can I do in the new Learning platform?
A. You will find Gladly-specific training to help you and your team better understand Gladly and its features. Support Heroes/Agents can obtain their Gladly training certificate by using Gladly Connect Learning. As a new benefit, you and your team can also take advantage of many new courses and certificates that complement Gladly-specific training and contact center-related skills. These range from courses on Communicating With Empathy and Working With Difficult Customers to Business Operations courses like How to Maintain Customer Loyalty and Customer Experience: Mapping Customer Journeys.
Join Gladly Connect Community today!
Chat Payment Inbox Preview
A Customer Card for chat payments now appears in the Inbox view for Team Managers and above. It displays the status of a submitted chat payment allowing Team Managers to see the status of open payment requests in an Inbox.
A chat payment Customer Card appears for payments carrying the following status:
- Submitted
- Declined
- Completed
- Timed Out
Clicking on the Customer Card takes you to the payment request in the Conversation Timeline.
Payment Preview on the My Customer List
Active payment requests now appear in the My Customer list as an item with a green dot. Clicking on this item takes you to the payment request for the Customer on the Conversation Timeline.
The Conversation Timeline will continue to display the status of any payment requests, allowing Agents to see the payment status clearly.
What’s Coming #
Features and updates coming soon or available in Sandbox
Answers Search API Update
We changed the Answers Search API endpoint to ‘ answers-search.’ If you’re using the old endpoint ‘ answers/search,’ you have until October 23, 2023, to make the update before the old endpoint stops working.
Rules Before Routing
Rules before Routing is coming to Sandbox this week, allowing existing Rules that apply to a Customer to be executed before any Routing occurs. This change will make routing more predictable by reducing the likelihood of a Rule placing a Customer in an Inbox, only for the Routing Engine to reassign the Customer to another Inbox.
Business Hours SLA
The Business Hours SLA feature is currently slated for release during the week of May 15! This new setting will allow you to specify your contact center’s primary operating hours and will be used to report your SLA and Wait Time performance during the specified operating hours.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Business Hours SLA Customer Webinar (Updated Webinar Date)
Business Hours SLA is coming! Register and learn about the benefits of configuring this new setting and the reports you can use to measure contact center performance based on your business hours.
Please note that we rescheduled the webinar from April 27 to May 17 to better align with the feature’s release date, currently slated for the week of May 15. You should have received a date change notification if you already registered, and simply add the new date to your calendar. 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.
May 2, 2023 #
What’s Shipped #
Features and updates released to Production
Chat Payment Notifications
Agents will now see (and hear) a notification whenever a Customer submits a payment via Chat, or when a payment is declined. The notification will appear as a banner at the top of the screen and a small green bubble on the Customer in the customer list on the left.
Automation Message Stacks
Automated messages will now stack on top of each other in the Customer’s timeline, similar to the way messages from Agents and Customers do.
Loop Returns Notes
Notes added from the Loop Returns admin will now be displayed in Gladly as part of the Loop Returns integration.
What’s Coming #
Features and updates coming soon or available in Sandbox
Rules Before Routing
Next week, your Sandboxes will be updated with a change to how the order of operations works for routing Customers in Gladly. All existing Rules that apply to a Customer will be executed first, before any Routing takes place. This change will make routing more predictable by reducing the likelihood of a Rule placing a Customer in an Inbox, only for the Routing Engine to reassign the Customer to another Inbox.
Answers Search API Update
The Answers Search API endpoint has been renamed from /api/v1/orgs/{orgId}/answers/searchto /api/v1/orgs/{orgId}/answers-search. This applies if you use the Answers API to power a custom knowledge base, not the Gladly Help Center. The old endpoint — answers/search — will continue to work until October 23, 2023, but we encourage you to switch to answers-search immediately to avoid issues.
Business Hours SLA
The Business Hours SLA feature is currently slated for release during the week of May 15! This new setting will allow you to specify your contact center’s primary operating hours and will be used to report your SLA and Wait Time performance during the specified operating hours.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Business Hours SLA Customer Webinar (Updated Webinar Date)
Business Hours SLA is coming! Register and learn about the benefits of configuring this new setting and the reports you can use to measure contact center performance based on your business hours.
Please note that we are rescheduling the webinar from April 27 to May 17 to better align with the feature’s release date, currently slated for the week of May 15. You’ll receive a date change notification if you already registered, and simply add the new date to your calendar. See you there!
EVENT
Gladly Connect Live 2023: Strike a chord with customers
Are you a:
- A CX leader who manages or supervises a team?
- An ambitious CX agent who is looking for career growth?
- A curious person who wants to compare notes or simply learn from other CX professionals?
Then Gladly Connect Live in New Orleans on May 9-10, 2023, is the year’s ultimate CX event you can’t miss! Join virtually and prepare for exciting panels with industry experts and leaders from the world’s most-loved brands, exclusive Gladly product roadmap updates, and more. Grab your front-and-center seat to explore how Gladly is revolutionizing customer service.
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.
