December 13, 2022 #
What’s Shipped #
View Conversation Waiting the Longest from Topic Liveboard
The Current Wait metric in Topics Liveboard displays the longest Conversation waiting for the related Topic. Clicking on the wait time will now take you to the Profile of the Customer waiting the longest with the related Topic.
New Metrics in First Contact Resolution by Agent (New) Report
The FCR Conversation (Conversation closed on the first contact) and FCR-Eligible Conversations (Whether the Conversation is eligible for First Contact Resolution) metrics are now available in the CSV version of the First Contact Resolution by Agent (New) report.
No Search Results Enhancement in Answers
When searching the Answers page, a “No results to display” text will now appear if there are no results related to your search.
What’s Coming #
Mark Answers as Favorites
Save time and quickly access your most frequently used Answers — regardless of Language or Audience — by marking them as favorites. Favorited Answers appear every time the Answers Pane is opened. This is coming soon, so stay tuned!
Sidekick Privacy Policy
Soon, you’ll be able to configure and display privacy disclaimer text on Sidekick and link back to your Privacy Policy web page for your chat Customers to review. Stay tuned!
Reminder: Avoid SMS Content Violation Error
We’re keeping this for note for another week to help you avoid SMS compliance-related issues.
‘We detected the contents of this message may violate carrier acceptable use policies’ error is typically caused by SMSes going against carrier guidelines, which are strictly enforced outside Gladly’s control. One of the guidelines not being met as infrastructure providers, carriers, and regulators begin to tighten compliance is not including opt-out language to the initial SMSes sent to Customers. So if you support Customers via SMS, please review the tips below to avoid this error:
Outbound SMSes and SMS API
- When initiating an SMS to a Customer, the initial message should include an opt-out language and the name of your company. For example, Hello Chip! My name is Gerard and I’m messaging you to let you know your order is ready for pick up. This message is from Retale. Message & Data rates may apply Reply STOP to opt-out. This language should be included in Messaging Answers used for initial messages or manually inserted by Agents when initially reaching out to Customers via SMS.
- When Customers reaches out to you via SMS, your initial reply (whether manual or a First Contact auto-reply Rule using a Messaging Answer) should include an opt-out language and the name of your company. Something like, Thank you for contacting Retale. How can we help you today? Message & Data rates may apply Reply STOP to opt-out.
Proactive SMS
In the Proactive SMS Campaign message, make sure the initial message (set as a Messaging Answer) includes an opt-out language. For example, Hello Retale Platinum Member. This is a reminder that your membership renews next month 🎉. Message & Data rates may apply. Reply STOP to opt-out.
IVR to SMS
- Calling Customers given the option to receive support by SMS through the IVR must explicitly state the opt-out language. For example, your IVR menu recording may say, To receive support through SMS instead, press one. Note that message and data rates may apply and you may Reply STOP to opt-out of SMS communications at any time.
- Include an opt-out language in the initial SMS sent to callers confirming their request to receive support via SMS which required you to edit your IVR to update the message. For example, Thank you for contacting Retale! What can we do for you? Note that message and data rates may apply and you may Reply STOP to opt-out of SMS communications at any time.
Don’t Forget to Update Your IVR Holiday Hours
This is the last reminder to update your IVR holidays for 2023 in your IVR! Some examples where you need to update your IVR hours to turn it “off” include:
- 4th of July
- Labor Day
- Thanksgiving
- Christmas Day/Eve
- Boxing Day
- New Year’s Day
- And any other company holidays you have where you need to make sure your IVR is appropriately configured to handle calls when your team is not working.
Watch the video below to learn how to update your IVR.
See How do I set up our holiday or business hours for more information.
Holiday Release Schedule
This is the last release week of 2022, and we’d like to remind you of our holiday release schedule one more time. Please note that there is no release scheduled for the weeks listed below:
- December 19 (Holiday break)
- December 26 (Holiday break)
- January 2 (First week of 2023)
Our Support Team will remain available over the holiday season with modified business hours if you experience any issues with Gladly.
Resolved Issues #
Help Center Incorrectly Closing Search Results When Using Screen Readers – We fixed a bug where the search results dropdown in Help Center would automatically close when selecting a search suggestion with a screen reader.
Don’t Miss Out #
EVENT
Save the date: Gladly Connect Live 2023
You’re invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!
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.
December 6, 2022 #
What’s Shipped #
Modified Reports List Loading Behavior
We updated the Reports list loading behavior so that it remains visible while the Reports page loads and while a report loads.
What’s Coming #
Sidekick Privacy Policy
Soon, you’ll be able to configure and display privacy disclaimer text on Sidekick and link back to your Privacy Policy web page for your chat Customers to review. Stay tuned!
Reminder: Avoid SMS Content Violation Error
We’re adding the note below again as a quick reminder in case you missed it last week.
‘We detected the contents of this message may violate carrier acceptable use policies’ error is typically caused by SMSes going against carrier guidelines, which are strictly enforced outside Gladly’s control. One of the guidelines not being met as infrastructure providers, carriers, and regulators begin to tighten compliance is not including opt-out language to the initial SMSes sent to Customers. So if you support Customers via SMS, please review the tips below to avoid this error:
Outbound SMSes and SMS API
- When initiating an SMS to a Customer, the initial message should include an opt-out language and the name of your company. For example, Hello Chip! My name is Gerard and I’m messaging you to let you know your order is ready for pick up. This message is from Retale. Message & Data rates may apply Reply STOP to opt-out. This language should be included in Messaging Answers used for initial messages or manually inserted by Agents when initially reaching out to Customers via SMS.
- When Customers reaches out to you via SMS, your initial reply (whether manual or a First Contact auto-reply Rule using a Messaging Answer) should include an opt-out language and the name of your company. Something like, Thank you for contacting Retale. How can we help you today? Message & Data rates may apply Reply STOP to opt-out.
Proactive SMS
In the Proactive SMS Campaign message, make sure the initial message (set as a Messaging Answer) includes an opt-out language. For example, Hello Retale Platinum Member. This is a reminder that your membership renews next month 🎉. Message & Data rates may apply. Reply STOP to opt-out.
IVR to SMS
- Calling Customers given the option to receive support by SMS through the IVR must explicitly state the opt-out language. For example, your IVR menu recording may say, To receive support through SMS instead, press one. Note that message and data rates may apply and you may Reply STOP to opt-out of SMS communications at any time.
- Include an opt-out language in the initial SMS sent to callers confirming their request to receive support via SMS which required you to edit your IVR to update the message. For example, Thank you for contacting Retale! What can we do for you? Note that message and data rates may apply and you may Reply STOP to opt-out of SMS communications at any time.
Reminder: Tips for Support Heroes After Each Phone Call
Share the information below with your team if you find it helpful.
We’ve recently seen an uptick in feedback around Support Heroes feeling that they do not have enough time between phone calls. Note that the time between calls is configured through the After Call Work setting. We have a few suggestions that hopefully will help your teams feel less stressed about time their time between phone calls:
- We suggest checking the After Call Work setting to ensure it’s a value that still works for your team, especially during this busy time. Make sure that this value is neither too long nor too short.
- Please communicate with your team about the length of time they have between phone calls while they remain available on the Voice Channel based on the After Call Work setting.
- Clicking Next or Close & Next before the After Call Work time expires immediately routes the next call waiting, overriding the setting.
- For Messaging Channels, clicking Next or Close & Next routes Customers until the Maximum messaging capacity per Agent value is reached.
- As a suggestion, guide your team to enter their call notes as they work with the Customer. They can even save a few seconds toward the end of their call to finalize their notes before the call ends. They may say something to the Customer like, “Please allow me a few seconds to make I have everything we did today noted properly just in case we need to reference this call in the future.” Customers are happy to wait a few seconds to ensure their calls are appropriately documented.
Don’t Forget to Update Your IVR Holiday Hours
It’s time to update the holidays for 2023 in your IVR! Some examples where you need to update your IVR hours to turn it “off” include:
- 4th of July
- Labor Day
- Thanksgiving
- Christmas Day/Eve
- Boxing Day
- New Year’s Day
- And any other company holidays you have where you need to make sure your IVR is appropriately configured to handle calls when your team is not working.
Watch the video below to learn how to update your IVR.
See How do I set up our holiday or business hours for more information.
Holiday Release Schedule
Since the holidays are fast approaching, we’d like to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:
- December 19 (Holiday break)
- December 26 (Holiday break)
- January 2 (First week of 2023)
Our Support Team will remain available over the holiday season with modified business hours if you experience any issues with Gladly.
Resolved Issues #
Exclude Ended Sessions From ‘Current Wait’ Metric on Topics Liveboard – The ‘Current Wait’ metric in Topics Liveboard now excludes messaging and phone calls that ended without being fulfilled, which caused the wait time metric to reflect inflated data incorrectly.
Don’t Miss Out #
EVENT
Product Roadmap Customer Webinar
Join us on December 7, 10 AM PT | 1 PM ET for a Product Roadmap session and get a peek into features and enhancements we’re working on. 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.
