November 20, 2024 #
What’s Shipped #
Features and updates released to Production
Improved Answer Threads QA Check for “Contact Us” Verbiage
Answer Threads logic has been improved to reduce the frequency of Knowledge Check failures during a quality check and allow acceptable ”contact us” phrases instead of failing the check and handing it off to an Agent.
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Update IVR Holiday Schedule
It’s time to review and update your Gladly IVR to ensure smooth operations during the holiday season. Begin by checking the Schedule node, typically labeled “Holiday Check,” is set to display the correct year. This update is essential to ensure your IVR accurately handles calls during your specified holiday hours, routing callers appropriately and preventing them from entering the queue when your contact center is closed for specific holidays.
Watch the video to learn how to update the IVR.
As a quick tip, you can manually close your phone lines for a specific period if needed. This feature allows you to temporarily adjust contact center availability, providing flexibility for team meetings, training sessions, or unexpected closures.
No Release Updates the Week of November 25
Please note that there will be no release update or email during the week of November 25 in observance of the Thanksgiving holiday.
Gladly Support Holiday Hours
Kindly review Gladly Support’s holiday schedule. For Thanksgiving, we’ll have reduced staffing from Thursday, 11/28, to Friday, 11/29. For the Christmas and New Year holidays, we’ll have reduced staffing from Tuesday, 12/24, to Wednesday, 1/1/25.
- P1s and P2s for Premium Support will be responded to per their normal SLAs.
- P1s for Standard Support will be answered within a 2-hour calendar SLA.
- Other submissions will typically be handled within normal business hours SLAs outside Gladly Support holiday hours.
Resolved Issues #
Issues and bugs we squashed
Agents Unable To Put Themselves in ‘Away’ Status
Fixed – Agents assigned a Conversation, including both an automation and non-automation session, couldn’t put themselves “Away” because they were assigned a Conversation that they closed but was reopened by automation.
Compliance Administrators Unable to Access Sidekick Beta
Fixed – Users assigned the Compliance Administrator role but not the Administrator role could not access the Sidekick Beta. The Compliance Administrator role includes all Administrator permissions as a superset, and thus, all should have access to everything in Gladly.
Don’t Miss Out #
Events, notices, and Gladly news
PRODUCT
Master Answer Threads Management in 10 Minutes
This video helps Answer Threads customers confidently adopt Answer Threads by explaining its components, guiding ongoing management, and highlighting its similarities to training human Agents. It covers using the dashboard and Contacts page for QA, fine-tuning Public Answers, adjusting Advice, and evaluating Transfer Reasons, positioning Answer Threads as a contact center essential.
RESOURCE
Your Guide to Handling Unexpected Platform Issues
Our Action Plan in Case of an Unexpected Platform Issue document is designed to guide you through steps during any unforeseen issues. It outlines our recommended actions during an unexpected outage or platform issues that may affect how Customers communicate with you. Bookmark this page to quickly access information on what to do during an unexpected service interruption.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network who are in the B2C or e-commerce business and earn up to $2,000! Visit the Refer-A-Friend program to learn how.
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 13, 2024 #
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Update IVR Holiday Schedule
It’s time to review and update your Gladly IVR to ensure smooth operations during the holiday season. Begin by checking the Schedule node, typically labeled “Holiday Check,” is set to display the correct year. This update is essential to ensure your IVR accurately handles calls during your specified holiday hours, routing callers appropriately and preventing them from entering the queue when your contact center is closed for specific holidays.
Watch the video to learn how to update the IVR.
As a quick tip, you can manually close your phone lines for a specific period if needed. This feature allows you to temporarily adjust contact center availability, providing flexibility for team meetings, training sessions, or unexpected closures.
No Release Updates the Week of November 25
Please note that there will be no release update or email during the week of November 25 in observance of the Thanksgiving holiday.
Gladly Support Holiday Hours
Please note Gladly Support’s holiday schedule. For Thanksgiving, we’ll have reduced staffing from Thursday, 11/28, to Friday, 11/29. For the Christmas and New Year holidays, we’ll have reduced staffing from Tuesday, 12/24, to Wednesday, 1/1/25.
- P1s and P2s for Premium Support will be responded to per their normal SLAs.
- P1s for Standard Support will be answered within a 2-hour calendar SLA.
- Other submissions will typically be handled within normal business hours SLAs outside Gladly Support holiday hours.
Resolved Issues #
Issues and bugs we squashed
Facebook Setup Error
Fixed – An error occurred when attempting to link Gladly through the Facebook Integrations page, preventing the setup from being completed.
‘Send Reply’ Anonymous Action Details Panel Not Rendering
Fixed – The Action Panel & Settings did not display in some cases when configuring or editing a Send Reply Anonymous Action.
‘Save’ Button Error
Fixed – The Thread Builder Save button was unresponsive when returning to the main Thread after editing an Anonymous Action and attempting to save progress.
Anonymous Action Sub-Actions Would Not Delete
Fixed – An issue prevented Sub-Actions from being deleted when added within an Anonymous Action.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCES
Holiday Preparation Checklist
Prepare for the holiday season with Gladly’s holiday checklist. This guide offers steps for optimizing workflows, adjusting operating hours, automating greetings, closing phones, and scaling resources to meet increased demand. Gladly’s suggested adjustments ensure smooth operations, helping your team effectively manage high volume while maintaining uninterrupted, quality service and resolving customer issues promptly and thoroughly, even through this busy season.
RESOURCE
Your Guide to Handling Unexpected Platform Issues
Our Action Plan in Case of an Unexpected Platform Issue document is designed to guide you through steps during any unforeseen issues. It outlines our recommended actions during an unexpected outage or platform issues that may affect how Customers communicate with you. Bookmark this page to quickly access information on what to do during an unexpected service interruption.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network who are in the B2C or e-commerce business and earn up to $2,000! Visit the Refer-A-Friend program to learn how.
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 6, 2024 #
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Update IVR Holiday Schedule
It’s time to review and update your Gladly IVR to ensure smooth operations during the holiday season. Begin by checking the Schedule node, typically labeled “Holiday Check,” is set to display the correct year. This update is essential to ensure your IVR accurately handles calls during your specified holiday hours, routing callers appropriately and preventing them from entering the queue when your contact center is closed for specific holidays.
Watch the video to learn how to update the IVR.
As a quick tip, you can manually close your phone lines for a specific period if needed. This feature allows you to temporarily adjust contact center availability, providing flexibility for team meetings, training sessions, or unexpected closures.
No Release Updates the Week of November 25
Please note that there will be no release update or email during the week of November 25 in observance of the Thanksgiving holiday.
Resolved Issues #
Issues and bugs we squashed
Answer Threads Responded With Empty Values
Fixed – Answer Threads attempted to respond by generating a reply even if it doesn’t have the correct information instead of handing it off immediately to an Agent.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCES
Holiday Preparation Checklist
Prepare for the holiday season with Gladly’s holiday checklist. This guide offers steps for optimizing workflows, adjusting operating hours, automating greetings, closing phones, and scaling resources to meet increased demand. Gladly’s suggested adjustments ensure smooth operations, helping your team effectively manage high volume while maintaining uninterrupted, quality service and resolving customer issues promptly and thoroughly, even through this busy season.
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 .
