November Releases

November 29, 2023 #

What’s Shipped #

Features and updates released to Production

Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.

My Customer List Hidden in Reports Page

The My Customer list will no longer be displayed for Team Managers and Administrators accessing the Reports page. You’ll still be routed Customers while on the Reports page as long as you’re available to receive Customers.

‘Sidekick’ Is Now ‘Glad App’ on the Settings Page

Glad App, the widget/container powering Gladly Chat embedded on your website, was previously known as Sidekick. All references to describe the Chat feature are renamed, including those on the Settings page.

Gladly Sidekick is our new AI and automation platform designed to work hand-in-hand with Gladly Hero.
Glad App refers to the Chat Setting and experience in Gladly Hero.

Gladly Sidekick is our new AI and automation platform

Display Product Names for Ordergroove Subscriptions

Product names are now included in the subscription response for Ordergroove. The product name may be accessed via the name field and can be used to configure Rules or within the Send Reply Action.

Ordergroove Integration API Key

We’re simplifying the Ordergroove integration setup by deprecating several previously required API fields in the Integration page. From now on, only the API Key, which can be found through the Ordergroove dashboard, is needed. Make sure the scope is “Application Level,” and from there, you will need to ensure the token used in Gladly Sidekick has the “Bulk Operations” permission.

Existing Ordergroove integration using the deprecated authentication structure will be unaffected by the change; however, a new Ordergroove integration should only use the API Key.

Refund Logic Removed From Cancel Logic for Shopify Integration

Refund logic has been removed from Cancel Order logic for Shopify integrations. Threads that require canceled orders to be refunded must add each Action separately (i.e., Cancel Order Action must be added, followed by Refund Order Action). Thread events have been added for both Cancel Order and Refund Order Actions to be tracked in the Gladly Sidekick dashboard Conversations.

Existing Threads using the previous logic have been updated, and no action is required.

TransferReason Memory for Use in Transfer Flows

A ‘transferReason’ Memory has been added to Gladly Sidekick’s Transfer Thread. This Memory may be used to provide additional insight as to why a Thread has been transferred to an Agent.

What’s Coming #

Features and updates coming soon or available in Sandbox

Enhanced Email and Messaging Composer

Coming as soon as next week’s release is an enhanced Channel Composer (Email and Messaging), where the editor features are moved toward the bottom of the text field. This will house all your favorite text editor features, Hero AI Authoring tools, and the Answers Panel access shortcut.

This upcoming enhancement includes:

The Answers icon is moving and will become part of the editor section.
14 text color options.
Simplified formatting tools that exclude rarely used text features like quotes, indentation, and text size.

Please note that Notes and Tasks, in the meantime, will retain the existing Composer design where the editor features are in the top-right corner.

Hero AI Authoring for Email

Enhance your email composition with the arrival of Hero AI Authoring for Email as soon as next week. The seamlessly integrated AI-powered authoring tools will be found in the Email Composer as part of the upcoming enhanced Composer.

Resolved Issues #

Issues and bugs we squashed

Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.

Unread Markers for Inbound Contacts Not Resetting

Fixed – Unread Contact markers were not being reset when a Rule unassigned a Conversation from an Agent, which caused the routing of the Conversation to the prior Agent even though no Agent was assigned.

Gladly Sidekick is our new AI and automation platform

Incorrect Evaluation of ‘ContainsOneOf’ Rule

Fixed – The Contact reasons Memory array was always being set to False and was incorrectly evaluating the ‘ContainsOneOf’ Rule to True essentially every time.

Don’t Miss Out #

Events, notices, and Gladly news you should know about

LEARNING

SMS Compliance Fundamentals Course

With incredibly high read rates, SMS can be one of the best tools to deliver messaging to Customers. That said, you’ll want to ensure you follow the right guidelines to continue successfully communicating via SMS through Gladly. We recommend that Gladly Administrators to take the SMS Compliance Fundamentals course.

PRODUCT

New ‘Agents Ready’ Section in Voice Transfer List

Here’s a quick refresher regarding the recently improved Voice transfer list, which shows who can receive transferred calls through a new section called Agents Ready, listing all Agents who are currently available to receive transferred calls.

[A] Inboxes – Displays the number of Agents ready to receive a Warn or Cold transfer in an Inbox.
(New) [B] Agents Ready – Displays Agents who are logged into Gladly, available for Voice (the Voice Channel button is green), and not on a phone call.
- Note – This section doesn’t appear if there are no Agents available to receive phone calls.
[C] All Agents – Displays all Agents (including Team Managers and Administrators) in Gladly. You can still attempt to transfer a call to someone on this list as long as they are logged into Gladly, even if they are unavailable on the Voice Channel.

COMMUNITY

Explore and Post on Our Job Board

Build a stronger community by submitting job openings to our exclusive job board, creating meaningful connections, and supporting one another in our professional journeys.

Have CX jobs you need filled? Submit it to be posted on the job board.

EVENT

Gladly Connect Live 2024

Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities 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

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.

November 15, 2023 #

What’s Shipped #

Features and updates released to Production

New ‘Agents Ready’ Section in Voice Transfer List

We’re improving the Voice transfer list to show who can receive transferred calls by introducing a new section called Agents Ready, which lists all Agents who are currently available and ready to receive transferred calls.

[A] Inboxes – Displays the number of Agents ready to receive a Warn or Cold transfer in an Inbox.
(New) [B] Agents Ready – Displays Agents who are logged into Gladly, available for Voice (the Voice Channel button is green), and not on a phone call.
- Note – This section doesn’t appear if there are no Agents available to receive phone calls.
[C] All Agents – Displays all Agents (including Team Managers and Administrators) in Gladly. You can still attempt to transfer a call to someone on this list as long as they are logged into Gladly, even if they are unavailable on the Voice Channel.

What’s Coming #

Features and updates coming soon or available in Sandbox

Enhanced Email and Messaging Composer

An enhanced Email and Messaging Composer with editor features moving toward the bottom of the text field is coming soon. This will house all your favorite text editor features and Hero AI Authoring tools.

This upcoming enhancement includes:

14 text color options.
Simplified formatting tools that exclude rarely used text features like quotes, indentation, and text size.

‘Sidekick’ Will Soon Be Renamed as ‘Glad App’

Glad App, the widget/container powering Gladly Chat embedded on your website, will soon be renamed to Sidekick. All references to Glad App to describe the Chat feature will be renamed, including those on the Settings page.

Gladly Sidekick is our new AI and automation platform designed to work hand-in-hand with Gladly Hero.
Glad App will refer to the Chat experience in Gladly Hero.

Update IVR Holiday Hours

It’s time to update your Gladly IVR and ensure the Schedule node (typically named “Holiday Check”) displays the correct year to ensure your IVR handles calls correctly during your holiday hours. Watch the video to learn how to update the IVR.

Don’t Miss Out #

Events, notices, and Gladly news you should know about

PRODUCT

No Release Updates the Week of November 20

Please note that there will be no release update or email during the week of November 20 in observance of the Thanksgiving holiday.

EVENT

Gladly Connect Live 2024

Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities 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

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.

November 8, 2023 #

What’s Shipped #

Features and updates released to Production

Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.

See Agent Availability Before Voice Transfers

Agents will only see an Agent’s name on the Voice transfer list if the Agent is ready to receive phone calls. They will not appear on the list if they are away from Gladly or unavailable. When transferring a call to an Inbox, the transfer list will show the number of available Agents who can receive the call.

Hero AI Preview Period Extended to June 2024

We will extend the Hero AI preview period for all Gladly customers until June 30, 2024!

This decision to extend the preview period is based on your feedback, which provided valuable insights into Hero AI’s usefulness, intuitiveness, and immediate impact on your business. Gladly believes that there’s even more we can do to maximize the value of this feature set for your team.

This extension will give your organization more time to thoroughly test Hero AI Authoring and Summaries and explore upcoming features:

Authoring for Email (coming soon)
Proofreading
Auto-complete

Based on feedback to date, we’ve decided not to roll out our first iteration of Hero AI Replies. More enhancements are needed before it’s ready to help your team.

Redact Payment Card Numbers in Notes

Card payment information stored in a Note will now be redacted and appear as XXXX XXXX XXXX 1111 for security purposes. We recommend training Agents not to store payment information in Gladly.

What’s Coming #

Features and updates coming soon or available in Sandbox

Enhanced Email and Messaging Composer

Coming soon is an enhanced Email and Messaging Composer where the editor features are moved towards the bottom of the text field. This will house all your favorite text editor features and Hero AI Authoring tools.

This upcoming enhancement includes:

14 text color options.
Simplified formatting tools that exclude rarely used text features like quotes, indentation, and text size.

‘Sidekick’ Will Soon Be Renamed as ‘Glad App’

Sidekick, the widget/container powering Gladly Chat embedded on your website, will soon be renamed to Glad App. All references to Sidekick to describe the Chat feature will be renamed, including those on the Settings page.

Gladly Sidekick is our new AI and automation platform designed to work hand-in-hand with Gladly Hero.
Glad App will refer to the Chat experience in Gladly Hero.

Update IVR Holiday Hours

Resolved Issues #

Issues and bugs we squashed

Gladly Sidekick is our new AI and automation platform

Incorrect Evaluation of Rules Action

Fixed – Gladly Sidekick Rules Action was not correctly evaluating Contains One Of and Does Not Contain One Of operators with a Rule.

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 November 9th 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.

PRODUCT

No Release Updates the Week of November 20

Please note that there will be no release update or email during the week of November 20 in observance of the Thanksgiving holiday.

EVENT

Gladly Connect Live 2024

Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities 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

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.

November 1, 2023 #

What’s Shipped #

Features and updates released to Production

Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.

Reinstating Keyword Search for Answers

We have carefully considered your feedback regarding the upgraded Search logic for our Answers feature, which we moved away from using keywords. While we take some time to analyze the feedback, we have decided to reintroduce keyword search support for Answers. We are also bringing back the Keyword Groups feature, which allows you to set up synonyms. Furthermore, all previously configured keywords in Keyword Groups will be restored, so you won’t need to reconfigure them.

Use ‘Add Topic’ Action When ‘Topics Added’ Trigger is Used

The ‘Add Topics’ Condition can now be used with the ‘Topics’ Trigger in an automation Rule. This will allow additional Topics to be automatically applied to a Conversation based on the initial Topic applied to a Conversation.

Gladly Sidekick is our new AI and automation platform

Cancellation Email for Shopify Orders

Shopify Customers will now receive an email notification when their Shopify order is canceled using the Cancel Order Action or refunded using the Refund Order Action within the Thread Builder.

Button Labels Now Support 50 Characters

Buttons may now be configured within the Thread Builder using up to 50 characters. Buttons may be created using the Send Buttons Sub-Action within the Ask Question Action.

Lookup Adaptor Read-Only Order Data for Gladly Sidekick

Order data from the Lookup Adaptor can now be utilized for Gladly Sidekick Threads — specifically within the Look Up Order Action. Order data must conform to the developer guide specifications

What’s Coming #

Features and updates coming soon or available in Sandbox

Gladly Platform Maintenance on November 4 Starting at 10 PM PT

All Gladly platform updates are done outside business hours and during low-peak hours. Most platform updates require no downtime, so they go unnoticed. However, there are rare occasions when Gladly must be taken offline to apply important updates.

The maintenance will occur:

Saturday, November 4, 2023, from 10:30 p.m. to 11:30 p.m. Pacific Time, with Gladly Voice becoming unavailable at 10 p.m.

Gladly will be inaccessible during this time, so we can upgrade Gladly’s database infrastructure to improve the platform’s performance. See the Maintenance Preparation Guide to help you and your team prepare for the upcoming maintenance.

‘Sidekick’ Will Soon Be Renamed as ‘Glad App’

Sidekick, the widget/container powering Gladly Chat embedded on your website, will soon be renamed to Glad App. All references to Glad App to describe the Chat feature will be renamed, including those on the Settings page.

Gladly Sidekick is our new AI and automation platform designed to work hand-in-hand with Gladly Hero.
Glad App will refer to the Chat experience in Gladly Hero.

See Agent Availability Before Voice Transfers

Coming soon, Agents will only see an Agent’s name on the Voice transfer list if the Agent is ready to receive phone calls. They will not appear on the list if they are away from Gladly or unavailable. When transferring a call to an Inbox, the transfer list will show the number of available Agents who can receive the call.

Email Composer Updates

We’re excited to announce that the Email Composer will soon support 14 text colors, up from six! This means you’ll have even more ways to make your emails visually appealing and engaging.

To make the Email Composer even easier to use, we’re also removing the quotes, indentation, and text size features, which are rarely used. This will streamline the Composer and make it more focused on the essentials.

Allow New URLs if Using Chat and Have CSP in Place

Please forward this information to your Network Administrator/IT Team for visibility.

If your website has a CSP (Content Security Policy) in place where Gladly Chat is available, please allowlist the newly added URLs below before November 8th to prepare for upcoming chat infrastructure improvements. There’s no action required if there’s no CSP on your website.

The full list of URLs for CSP can be found on our developer guide.

Production

<strong>Add:</strong> connect-src https://api.us-1.gladly.chat wss://ws.us-1.gladly.chat https://chat-assets.cdn.gladly.com https://chat-sdk.cdn.gladly.com 
<strong>Add:</strong> img-src https://chat-assets.cdn.gladly.com
<strong>Add:</strong> media-src https://chat-sdk.cdn.gladly.com
<strong>Add:</strong> script-src https://chat-sdk.cdn.gladly.com
<strong>Add:</strong> style-src https://chat-sdk.cdn.gladly.com

Sandbox/UAT

<strong>Add:</strong> connect-src https://api.us-uat.gladly.chat wss://ws.us-uat.gladly.chat https://chat-assets.cdn.gladly.qa https://chat-sdk.cdn.gladly.qa
<strong>Add:</strong> img-src https://chat-assets.cdn.gladly.qa
<strong>Add:</strong> media-src https://chat-sdk.cdn.gladly.qa
<strong>Add:</strong> script-src https://chat-sdk.cdn.gladly.qa
<strong>Add:</strong> style-src https://chat-sdk.cdn.gladly.qa

How To Check if CSP Is Used #

A web page can enable Content-Security-Policy (CSP) by setting a specific header in the main HTTP request of the main HTML document for the page or adding a tag to the HTML page.

There are two mechanisms for enabling CSP on a site or page. A company only needs to use ONE method to enable it. You’ll need to use Chrome to follow the instructions below, and you must check CSP on web pages where chat is available.

Primary Method

Open Chrome and navigate to the page to confirm if CSP is enabled.
Right-click and click Inspect.
Click the Network tab, then click the Doc filter.

Reload the page by using ctrl+r or cmd+r
Under the Name column, click each line that appears which opens the Header tab
Scroll down to the Response Header section. Content Security Policy appears if CSP Is enabled.

Secondary Method

The second method to enable CSP is by an HTML element. To check for that, copy the following to the console in Chrome developer tools and press enter: document.querySelectorAll(‘[http-equiv=”Content-Security-Policy”]’).length? ‘CSP Enabled’:’CSP NOT Enabled’
If the result says CSP Enabled, then CSP is enabled. If it says CSP NOT Enabled, then CSP is not enabled.

Unverified Toll-Free Numbers Blocked Starting November 8

As a reminder, starting November 8, 2023, all restricted (formerly called ‘unverified’) toll-free phone numbers used for SMS will require verification which is designed to combat spam. Gladly Support has reached out to Gladly customers with unverified numbers.

Update IVR Holiday Hours

Resolved Issues #

Issues and bugs we squashed

Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.

Incorrect ‘Team’ Filtering in Task Export Report

Fixed – The ‘Team’ filter in the Task Export report was incorrectly filtered by the team of the Agent assigned to the Task during creation as opposed to filtering by the team of the Agent who created the Task.

Gladly Sidekick is our new AI and automation platform

Unable To Drag Sub-Actions

Fixed – Users could not use the drag feature in Sub-Actions in Anonymous Modules.

Unable to Reset Password

Fixed – Some users could not reset their password when the previous password reset request expired.

Don’t Miss Out #

Events, notices, and Gladly news you should know about

EVENT

Gladly Connect Live 2024

Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities 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

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.

Was this article helpful?

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Gladly Hero

Documentation highlights

November 29, 2023 #

What’s Shipped #

What’s Coming #

Resolved Issues #

Don’t Miss Out #

November 15, 2023 #

What’s Shipped #

What’s Coming #

Don’t Miss Out #

November 8, 2023 #

What’s Shipped #

What’s Coming #

Resolved Issues #

Don’t Miss Out #

November 1, 2023 #

What’s Shipped #

What’s Coming #

How To Check if CSP Is Used #

Resolved Issues #

Don’t Miss Out #

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November Releases

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CX Performance Indicator Benchmarks

AI Security and Compliance

November Releases

Shopify Overview

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Glossary and Key Concepts

Q. Why do I keep getting errors when sending an email?

Q. Why do I see multiple routing events called “Gladly Voice browser connection failed?”

Q. What does ‘We detected the contents of this message may violate carrier acceptable use policies’ when sending a text mean?

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