January 25, 2022 #
What’s Shipped #
Away Reasons in Away Page
In Production this week, the updated Away page now shows the chosen reason for going Away. Clicking I’m Back takes Agents right back into Gladly. If needed, Agents can also change the reason why they went Away from the new drop-down list before coming back or select why they went Away if they were automatically placed in an Away state due to idle settings.
Agent ‘External Name’ For Answers
As an option to create some anonymity, Agents can now enter the name they’d like to use externally through the new “External Name” field on the profile page. Answers (Reference, Email, and Messaging) using the Agent’s Name and Agent’s First Name variable are replaced with the external name. If Agents choose not to enter an “External Name” on their profile, the Agent’s Name (full name) or Agent’s First Name (first name only) variable will be used as default.
Attachment Delete Icon in Conversation Timeline
Hovering over the delete icon for attachments in the Conversation Timeline now shows a note that only Compliance Administrators can delete attachments. This way, users who cannot delete attachments understand who they need to reach for help. Existing Administrators who need the ability to delete attachments can assign the “Compliance Administrator” role to themselves through the Users settings page.
Back Option for Linked Reference Answers
The expanded view of a Reference Answer now shows a back option if it includes other Reference Answers inserted via the +ref feature.
URL Links in Tasks
URLs in Tasks are now displayed as clickable links instead of plain text.
Qualtrics Integration With Gladly
Qualtrics is now available as native integration in Gladly. With Qualtrics, you can create surveys that trigger every time a Conversation is closed in Gladly and even send responses back to Gladly.
Updated ‘Inbound’ and ‘Outbound Metric Definitions
Previously, “Inbound” and “Outbound” metrics only applied to Contacts initiated by the Customer. Going forward, the definition of “Inbound” now includes Internal and External (Initiator) email Contacts*.* This means when Contacts are started by others included on an email chain (like a CC’ed colleague or a Customer’s spouse), those Contacts are counted as “Inbound” in reports like the Contact Export report and any report that uses “Inbound” or “Outbound” metrics.
Resolved Issues #
Unable To Put Customers on Hold – Agents were sometimes unable to put callers on hold successfully. This is now resolved.
Call Routing Delay – We resolved an issue that caused phone calls not to recognize existing Call Routing Timeout settings, which tried to reroute missed calls sooner than it should.
Incorrect Email Delivery Status – Sending an email sometimes incorrectly indicated it was delivered but later showed failed. We implemented a fix to make sure emails only show delivered once we receive confirmation that it was successfully delivered.
Incorrect ISO Language Code for Spanish – Spanish (Spain) was incorrectly configured as “es-es” instead of “es,” which prevented “es” Answers from being uploaded to Gladly. This is now resolved.
Unable To Link Reference Answers – We fixed a bug that prevented linking another Reference Answer from within a Reference Answer using the +ref option.
Don’t Miss Out #
Connect Learning
Training Content
We’d love to hear from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
January 18, 2022 #
What’s Shipped #
Empty Transaction Cards
Transaction Cards are no longer always visible regardless of whether there is information or not. For example, an ORDER Transaction Card will no longer be visible in a Customer’s Profile and say “0 orders” if there is not at least one order associated with the Profile. This change applies to all Transaction Cards.
IVR Report Update
In the IVR End States report, on the IVR Node Description column, any IVR node missing a Description (i.e., the field used to describe how the node is used) will now display the IVR node name instead of showing a blank field.
What’s Coming #
Updated ‘Inbound’ and ‘Outbound Metric Definitions
Today, “Inbound” and “Outbound” metrics only apply to Contacts initiated by the Customer. We’re expanding the definition of “Inbound” to include Internal and External (Initiator) email Contacts soon. This means when Contacts are started by others included on an email chain (like a CC’ed colleague or a Customer’s spouse), those Contacts will be counted as “Inbound” in reports like the Contact Export report and any report that use “Inbound” or “Outbound” metrics.
Away Reasons in Away Page
Available in Sandbox this week, the updated Away page now shows the chosen reason for going Away. Clicking I’m Back brings Agents right back into Gladly. If needed, Agents can also change why they went Away from the new drop-down list before coming back or select why they went Away if they were automatically placed in Away status due to idle settings.
Don’t Miss Out #
Connect Learning
Training Content
We’d love to hear from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
WEBINAR
Post-Holiday Learnings
We hope you had a great holiday and a happy new year. We are excited to be hosting our next customer webinar on January 26, 2022, at 10 AM PT/1 PM ET to discuss post-holiday learnings featuring a special guest – Jeanine Simonson, Director of Client Services & Operations at Tory Burch! During this session, hear invaluable learnings about this year’s holiday season from Tory Burch. Please come ready to learn, share and ask questions. You don’t want to miss this! Click here to add the event to your calendar or save the meeting link (https://gladly.zoom.us/j/92301222983?pwd=ckIvVHVlS082cXZMRHpZSk9qQUJDUT09) as an event on your calendar.
January 12, 2022 #
What’s Shipped #
Expand or Collapse Reports Categories
Report categories in the Reports page are now expandable/collapsible to make it easier to navigate the many out-of-the-box reports available to you. All report categories are expanded by default except for the Sunsetting category.
Call Recording Behavior
Today, calls are recorded as soon as the caller enters the IVR, including recording their DTMF or speech entry, which sometimes creates lengthy call recordings. From now on, calls are only recorded once a Support Hero answers the call. As for outbound calls, calls are recorded when the Customer answers the call.
New IVR Test Note
Testing an IVR allows you to simulate the IVR experience by having the system call you and interact with the IVR you built or updated. Still, since not all features are available during testing, we added a note that says, “Inbox routing, hold music, and your queue IVR may not function as expected during testing” as a reminder.
Updated Email Notice
We improved the “Customer is not included in this message” notice that appears in an email thread when an email is sent to an email address not associated with the Profile.
What’s Coming #
Don’t Forget to Update Your IVR Holiday Hours
Here’s a final reminder to update your holiday days and hours for 2022 in your IVR. Make sure your IVR is ready to handle calls that may come through during holidays like:
- 4th of July
- Labor Day
- Christmas Day/Eve
- Boxing Day
- New Year’s Day
- And any other company holidays you may celebrate with a day off.
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.
Resolved Issues #
‘Phone Numbers’ to ‘Voice’ in More Settings – An issue caused “Phone Numbers” to be renamed as “Voice” on the More Settings page. This is now fixed.
‘Delivery Failed’ Chat Error – We resolved an issue where under certain conditions, Agents responding to a chat message sometimes caused a “Delivery Failed” or “An unknown error occurred.”
Incorrect Email Rendering – An email rendering issue caused some emails to appear trimmed, requiring Agents to click the ellipsis icon (three dots) to view the email thread. This is now fixed.
Don’t Miss Out #
Connect Learning
Training Content
We’d love to hear from you on what types of training content you’d like to find in Connect Learning that can either complement your existing training program or thoroughly rely on as part of your onboarding and ongoing training strategy for your team. Feel free to share this survey with your team members as well.
WEBINAR
Post-Holiday Learnings
We hope you had a great holiday and a happy new year. We are excited to be hosting our next customer webinar on January 26, 2022, at 10 AM PT/1 PM ET to discuss post-holiday learnings featuring a special guest – Jeanine Simonson, Director of Client Services & Operations at Tory Burch! During this session, hear invaluable learnings about this year’s holiday season from Tory Burch. Please come ready to learn, share and ask questions. You don’t want to miss this! Click here to add the event to your calendar or save the meeting link (https://gladly.zoom.us/j/92301222983?pwd=ckIvVHVlS082cXZMRHpZSk9qQUJDUT09) to your calendar.
January 5, 2022 #
What’s Shipped #
Event Streaming on Amazon EventBridge
A new integration with Amazon EventBridge is now available! This integration can send and use event data in real-time. EventBridge can harness Gladly’s data streams to leverage other services like Amazon Kinesis streams, AWS Lambda, and Amazon SNS for things like reporting as well as driving certain actions (e.g. sending notifications).
Increased Answer Limit
Previously, Answers were limited to 75 for each help center. You can now expose up to 1000 public Answers for each Help Center that you have.
New Webhooks
You now have access to 33 new Webhooks. Below, you can find the list of each new available Webhook:
Click to see a list of each new Webhook
- AGENT_AVAILABILITY/UPDATED
- AGENT_STATUS/CHANGED_ACTIVE_REASON
- AGENT_STATUS/LOGGED_IN
- AGENT_STATUS/LOGGED_OUT
- AGENT_STATUS/RETURNED_FROM_AWAY
- AGENT_STATUS/WENT_AWAY
- CONTACT/ENDED
- CONTACT/FULFILLED
- CONTACT/HOLD_ENDED
- CONTACT/HOLD_STARTED
- CONTACT/JOINED
- CONTACT/MESSAGE_RECEIVED
- CONTACT/MESSAGE_SENT
- CONTACT/OFFER_ACCEPTED
- CONTACT/OFFERED
- CONTACT/OFFER_REJECTED
- CONTACT/TRANSFERRED
- CONTACT/STARTED
- CONVERSATION/NOTE_CREATED
- CONVERSATION/REOPENED
- CONVERSATION/TOPIC_ADDED
- CONVERSATION/TOPIC_REMOVED
- PAYMENT_REQUEST/CREATED
- PAYMENT_REQUEST/STATUS_CHANGED
- PAYMENT_REQUEST/VIEWED
- TASK/ASSIGNEE_UPDATED
- TASK/CLOSED
- TASK/COMMENT_ADDED
- TASK/CONTENT_UPDATED
- TASK/DUE_DATE_UPDATED
- TASK/FOLLOWER_ADDED
- TASK/FOLLOWER_REMOVED
- TASK/REOPENED
Several Webhooks now include additional content. Now, with more content in the Webhook payload, you’ll be able to quickly see additional helpful information like whether the Conversation was closed by a Rule or which Inbox the Task was created in. Below, you can find a list of each Webhook with additional content:
Click to see a list of each Webhook with additional content
- CONVERSATION/CREATED
- CONVERSATION/CLOSED
- CONVERSATION_ASSIGNEE/UPDATED
- CUSTOMER/MERGED
- TASK/CREATED
You can learn more about Webhooks by visiting our developer documentation.
Link to Privacy Policy
The navigation menu will now include a link to Gladly’s privacy policy.
