September 25, 2024 #
What’s Shipped #
Features and updates released to Production
Multi-Audience Support for Answer Threads
We’re excited to introduce multi-audience support for Answer Threads. Now, each audience (or brand) can have its own configuration of Answer Threads, with unique advice, instructions, a subset of Answers, and specific transfer conditions for each audience/brand. Contact Gladly Support or your CSM if you’d like to activate this capability.
Updated Handoff Message for Answer Threads
Answer Threads will now tell a Customer, “One moment please,” instead of “One moment please, transferring you now” when handing off to an Agent or pivoting to a different Thread.
Filter Export API Jobs by ‘startAt’ and ‘endAt’ Dates
Developers can now refine the time period when making a GET request 
to /v1/exports/jobs with a start and end date. Note that jobs older than 14 days cannot be fetched.
Resolved Issues #
Issues and bugs we squashed
Duplicate Responses by Sidekick
Fixed – In rare scenarios, such as external API malfunction or outage, Sidekick sent duplicate responses and could not follow through communicating with a Customer. Going forward, Sidekick will hand it off to an Agent instead and avoid sending duplicate responses.
Incorrect Contact Status
Fixed – In an ongoing Contact in a multichannel Conversation with Chat included, an Agent clicking ‘End’ to end the Chat session also marked all ongoing Contacts as unfulfilled. From now on, ongoing Contacts remain unfulfilled until they are fulfilled independently.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCE
Catch the Answer Threads Webinar Replay
Did you miss the Answer Threads webinar? If so, no worries! You can watch the recording at your convenience. With Answer Threads, you can offer the kind of customer experience your customers crave — friendly, immediate, and effective — without spending immense time, money, and resources. Fortunately, you no longer have to choose between exceptional service and efficient operations. And the best part? It’s seamlessly integrated into your existing Gladly instance and can be deployed in minutes.
Interested in learning more? Contact [email protected].
LEARNING
Onboarding and Training Courses
And just like that, we find ourselves in the last week of September, along with the last group of Gladly Connect Community course suggestions to support your training and onboarding efforts. We hope you found these suggestions helpful!
Gladly Training
- Support Hero Certificate Course – This is the gold standard training for all Agents and Customer-facing service members who will be using Gladly. You may also use this training to supplement your company-specific training or have existing Agents get re-certified by taking the course again.
- Personalize Routing With People Match – There’s routing, and then there’s routing with People Match, a patent-protected Gladly technology designed to create an even more personal support experience with your Customers. We recommend that Administrators take this course to learn how to use People Match to personalize their contact center experience further.
Service Training
- Building Confidence – Confidence varies and can be influenced by different factors, including our activities, feelings, and attire. Although some situations universally challenge our confidence, there are strategies to enhance it and boost our daily confidence levels at home and at work.
- Managing Time Successfully – “I don’t have time.” Does that sound familiar? This entertaining and stimulating interactive course is designed to help you improve your time management skills and learn to create schedules and priorities to reduce stress and increase success.
- Mastering Emotional Intelligence – Having a solid understanding of emotions, be it our own emotions or the emotions of others, helps us to be better people, particularly in the workplace. When we develop and use our emotional intelligence, it helps us reduce stress, prevent conflict, and develop better work relationships, resulting in higher quality work and productivity. With this, you’ll learn the competencies that make up emotional intelligence.
Remember, you and anyone else on your team can browse hundreds of free CX courses in Connect Community at any time.
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 .
September 18, 2024 #
What’s Shipped #
Features and updates released to Production
Automation Events in Events API
Developers can now request AUTOMATION/MESSAGE_RECEIVED and AUTOMATION/MESSAGE_SENT events via the Events API using the AUTOMATION value in the entities query parameter.
Select ‘AUTOMATION/MESSAGE_SENT’ Webhook
API Users can now choose the AUTOMATION/MESSAGE_SENT event in the Webhooks configuration so that these events are posted to the Webhook URL.
Agent Durations Report With Millisecond Granularity
A new API report called AgentDurationsReportV2 is now available. It shows Start and End times in millisecond granularity and is also available in the downloadable CSV version of the report.
Improve Tracking of Assisted Conversations in Sidekick
We updated our reporting on Sidekick Assisted Conversations to better align with the definition of what constitutes an Assist, ensuring more accurate tracking.
Resolved Issues #
Issues and bugs we squashed
Deactivated Topics Incorrected Made Active with PATCH requests
Fixed – Updating Topics with a PATCH request incorrectly changed currently archived/deactivated Topics to unarchived/active.
Reopened Sidekick Conversation Not Handed Off Immediately
Fixed – Reopened Sidekick Conversations were not immediately transferred to Agents and were delayed by 3 minutes, instead of handing off immediately.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCE
Catch the Answer Threads Webinar Replay
Did you miss Answer Threads in action in last week’s webinar? If so, no worries! You can watch the recording at your convenience. With Answer Threads, you can offer the kind of customer experience your customers crave — friendly, immediate, and effective — without spending immense time, money, and resources. Fortunately, you no longer have to choose between exceptional service and efficient operations. And the best part? It’s seamlessly integrated into your existing Gladly instance and can be deployed in minutes.
Interested in learning more? Contact [email protected].
LEARNING
Onboarding and Training Courses
Here are this week’s Gladly Connect Community course suggestions to support your training and onboarding efforts.
Gladly Training
- Support Hero Certificate Course – This is the gold standard training for all Agents and Customer-facing service members who will be using Gladly. You may also use this training to supplement your company-specific training or have existing Agents get re-certified by taking the course again.
- Help Customers on Messaging Channels – If you support Messaging Channels such as SMS and Chat, this is a great training (or refresher) course on how to help Customers on these Channels best.
Once your new team members learn how to use Gladly, help them develop additional skills to better serve your Customers by taking additional service courses.
Service Training
- Learn How Not To Take Things Personally – Are you affected by how others act or react, especially how that could make you feel how you somehow caused their reaction? Well, don’t take it personally; learn how to control your feelings by taking this course.
- How Your Tone Affects Service – Learn how the tone of your voice or text communication can make the difference between OK service and great service.
- Email Etiquette for Business – Email is vital in today’s business environment, demanding proper usage for effective communication, reducing misunderstandings, and a professional image. This course covers best practices for writing and replying to emails and provides tips to avoid common errors.
We’ll continue suggesting courses until the end of September. You can browse hundreds of free CX courses in Connect Community anytime.
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 .
September 11, 2024 #
Don’t Miss Out #
Events, notices, and Gladly news
WEBINAR
Join us on September 12 at 9 AM PT | 12 PM ET to see Answer Threads in action. With Answer Threads, you can offer the kind of customer experience your customers crave — friendly, immediate, and effective — without spending immense time, money, and resources. Fortunately, you no longer have to choose between exceptional service and efficient operations. And the best part? It’s seamlessly integrated into your existing Gladly instance and can be deployed in minutes. Explore our game-changing new generative AI feature and learn how early adopters have improved first-contact resolutions and team efficiency.
LEARNING
Efficient Onboarding and Training for Seasonal Staff
Here are this week’s Gladly Connect Community course suggestions to support your training and onboarding efforts.
Gladly Training
- Support Hero Certificate Course – This is the gold standard training for all Agents and Customer-facing service members who will be using Gladly. You may also use this training to supplement your company-specific training or have existing Agents get re-certified by taking the course again.
- People-Centered Service With AI – With Customer interactions on the rise, imagine having an AI assistant to help you delight them by writing your best. Our AI-powered assistant built into Gladly offers instant support, empowering you to deliver personalized, memorable service every time.
- Call Listen, Coach, and Join – Here’s one for Agents who are also Team Managers and above! Did you know you can listen and coach other Agents during live phone calls? Use this feature to support Agents when they need help assisting Customers in real time and to support your QA processes.
Once your new team members learn how to use Gladly, help them develop additional skills to better serve your Customers by taking additional service courses.
Service Training
- Remote Onboarding For New Hires – Do you have remote employees? This course focuses on overcoming the challenges of remote onboarding. It covers creating an engaging onboarding experience that aligns with company values in a remote setting. Participants will learn strategies for building a successful process that promotes connection, collaboration, and a sense of belonging.
- The Balance Between Sales & Service – Sales and service are deeply connected, and this course shows how a service-first mindset drives more sales — much more! Learn to understand what truly matters to your Customers and deliver the best purchasing experience possible.
- Stress Management: Stress Management Techniques – Healthy employees drive company success, making stress management essential. This course teaches daily techniques to combat stress and covers the three key pillars of stress management, with practical control and cleanse strategies you can apply immediately.
We’ll continue providing suggested courses until the end of September to help your team get ready for the holiday season. You can browse hundreds of free CX courses in Connect Community anytime.
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 .
September 4, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Introducing Answer Threads
Did you catch our big announcement last week? Say hello to our new generative AI feature, which provides quick, accurate, personalized responses to Customers in naturally flowing and engaging conversations. Answer Threads is powered by information stored in your Gladly knowledge base as Public Answers and delivers responses that reflect your brand’s voice and tone.
Join us on September 12 at 9 AM | 12 PM for a live overview of this feature.
Enriching the Service Experience
- Effortless Efficiency: Lightening fast, human-like responses to routine inquiries gives your team the freedom to focus on high-value tasks
- Continuous Improvement: Automatic knowledge gap detection and answer suggestions make your AI smarter with each use
- Brand Integrity: Keep your AI-powered responses aligned with your brand standards
Easy to implement
Answer Threads is easy to implement and manage. There’s no need to set up lengthy flows to teach the AI new information — simply create a Public Answer, and it will learn automatically.
Get started
- Are you using Sidekick today? Review the setup process, then contact Gladly Support to start using Answer Threads.
- Not on Sidekick? Contact the Gladly Sidekick Team to learn more.
- Register and join us on September 12 at 9 AM | 12 PM for a live overview of this feature.
Contact the Gladly Sidekick team if you have questions and are interested in learning more.
Resolved Issues #
Issues and bugs we squashed
Gladly Sidekick is our AI and automation platform.
Missing Chat Buttons for Ask Question Action
Fixed – Chat buttons did not appear when “Always Ask” was toggled on within the Ask Question Action.
Sidekick Conversations in Filtered Inboxes Stuck in Limbo
Fixed – Sidekick Conversations routed to filtered inboxes were not properly handed off after the initial response.
Don’t Miss Out #
Events, notices, and Gladly news
WEBINAR
Join us on September 12 at 9 AM PT | 12 PM ET to see Answer Threads in action. With Answer Threads, you can offer the kind of customer experience your customers crave — friendly, immediate, and effective — without spending immense time, money, and resources. Fortunately, you no longer have to choose between exceptional service and efficient operations. And the best part? It’s seamlessly integrated into your existing Gladly instance and can be deployed in minutes. Explore our game-changing new generative AI feature and learn how early adopters have improved first-contact resolutions and team efficiency.
LEARNING
Onboarding and Training Resources for Seasonal Staff
Check out this week’s recommendations for your new hire training program.
Gladly Training
- How to Work With Routing and Rules – Learn how Routing and Rules can help optimize a busy Contact Center and keep things running smoothly during peak season.
- Support Hero Certificate Course – This is the gold standard training for all Agents and Customer-facing service members who will be using Gladly. You may also use this training to supplement your company-specific training.
Once your new team members learn how to use Gladly, help them develop additional skills to better serve your Customers.
Service Training
- Why Customer Loyalty Matters – This course is an excellent follow-up to Customer Service 101 and 201 courses. Dr. Jagdish Sheth explores brand loyalty and the impactful ways that service shapes the Customer experience.
- Live Chat Etiquette for Businesses – Learn about Live Chat and the top ten “non-negotiables” to consider when providing this service.
- What Does Great Customer Service Look and Sound Like – Build off of last week’s recommended course, Communicate With Confidence, with this deep-dive into the three V’s of effective communication.
We’ll continue providing course suggestions found in Gladly Connect Learning over the next couple of release weeks. In the meantime, feel free to browse hundreds of free CX 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
