October 25, 2022 #
What’s Shipped #
Shopify Shipment Tracking URL Now In The Order Card
Shopify order tracking number/URL will now appear in the Shipments sections of the Order Card rather than the Order Details. Also, the tracking URL is now displayed separately from the tracking number.
Lookup Adaptor Order Transaction Data Update
Lookup Adaptor order transaction data with a createdAt date in ISO8601 format will now be sorted in descending order by the createdAt date. This ensures that “Where Is My Order” Self Service Threads display the most recent order for those orders where the createdAt date is in ISO8601 format.
Sefl-Service Threads Report Is Now Available
The Self-Service Threads report is now available to help you monitor and track Self-Service Threads performance.
‘Analyst’ Role Assignment Notice
For Gladly instances using Insight Builder, a notice now appears that assigning the Analyst role to a user incurs an additional cost. You must click Yes, Proceed to confirm your action to assign a new Analyst user account for Insight Builder.
New Answers Variables
We added Customer’s ID and Agent’s ID Answer variables which are now available for the Answers knowledge base.
Gladly Voice Enhancement
Missing or declining a call now produces a “disconnect” sound to notify Agents of their action. This is the same sound that plays when a call ends.
‘Back’ Links in Users Setting and Help Center Sections Settings Page
We added < Help Center and < Users backlinks on the top left corner of the Users Settings and Help Center Section page to allow you to return to the previous page without needing to go through the Settings menu again.
‘Learn How Not To Take Things Personally’ Gladly Connect Learning Course
Timely for the busy holiday season when the number of frustrated Customers may contact in, use this course to help keep your cool and A game by learning how not to take things personally in certain situations. We recommend this course for Agents or anyone who wished to learn more about this topic.
You’ll need to create an Connect Learning account to access all Connect Learning content.
What’s Coming #
ACTION REQUIRED: Gladly Voice Umatilla, Oregon Edge Location Update
Please forward this information to your internal IT contacts.
What is this?
The Umatilla location update aims to improve call quality and reliability while allowing for seamless failover in the event of a Gladly Voice outage.
Who does this apply to and what do we need to do?
Umatilla will soon be available as a new edge location with Gladly; however, you may need to take the following actions as a user of Gladly Voice:
- If you maintain media IP firewall block lists, you’ll need to open a firewall to allow traffic from these Umatilla media ranges.
- If media IP block lists and firewalls aren’t opened to allow traffic from Umatilla media ranges, you will not able to take advantage of optimal call quality with Gladly Voice and the new failover options.
When do we need to do this?
We recommend allow-listing traffic for Umatilla before November 10, 2022. Contact Gladly Support if you have questions.
Ordergroove Is Coming To Gladly
Ordergroove, a subscription management software, is available in Sandbox this week as an OOTB app.
Don’t Miss Out #
Connect Learning
New Courses
Don’t forget to check out the Learn How Not To Take Things Personally Connect Learning course. It’s a great addition to other courses to complete alongside How Your Tone Affects Service and How to Communicate With Empathy. You’ll need to create an Connect Learning account to access all Connect Learning content.
RESOURCE
Holiday Preparation Checklist
The Holiday Preparation Checklist is back! Back by popular demand, use it as a guide to help audit all Gladly systems (including hiring/ training tips) to ensure readiness for the holiday rush. See Platform Readiness for Peak Season if you’d like to learn how Gladly prepares the platform for the holiday 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.
October 18, 2022 #
What’s Shipped #
Control Availability of Shopify Actions
Shopify Actions allows you to cancel orders, create discount codes, and more without leaving Gladly. In Production this week, you can now control which Actions you want available to your team. So, if you don’t want your team creating discount codes in Gladly, you can quickly deactivate that Action by editing the Shopify App settings.
- Refund an order – Refund the full order amount.
- Create a discount code – Create a one-time discount code.
- Cancel an order – Cancel and refund the full order amount.
- Edit order tags – Add and update an order category tag.
- Edit order notes – Add and edit order notes.
This is a global setting, meaning a deactivated Shopify Action(s) applies to all users.
What’s Coming #
ACTION REQUIRED: Gladly Voice Umatilla, Oregon Edge Location Update
Please forward this information to your internal IT contacts.
What is this?
The Umatilla location update aims to improve call quality and reliability while allowing for seamless failover in the event of a Gladly Voice outage.
Who does this apply to and what do we need to do?
Umatilla will soon be available as a new edge location with Gladly; however, you may need to take the following actions as a user of Gladly Voice:
- If you maintain media IP firewall block lists, you’ll need to open a firewall to allow traffic from these Umatilla media ranges.
- If media IP block lists and firewalls aren’t opened to allow traffic from Umatilla media ranges, you will not able to take advantage of optimal call quality with Gladly Voice and the new failover options.
When do we need to do this?
We recommend allow-listing traffic for Umatilla before November 10, 2022. Contact Gladly Support if you have questions.
Self-Service Threads
Self-Service Threads has been out for a week now. Have you had the chance to explore the feature yet? You can learn how to encourage Customers to help themselves while freeing up your Agents’ time to focus on higher-value issues without sacrificing efficiency and personalization. Also, we invite you to join us on October 20, 10 AM PT | 1 PM ET so we can show you how to utilize the new Self-Service Threads feature to allow chat Customers to check their order status without needing Agent support.
We have everything you need to set up a Thread ahead of the busy holiday season and beyond. We suggest starting with the help docs below:
- What is Self-Service Threads?
- How Threads Work
- Configure a Thread
- Watch this overview video which provides an overview of how to set up a Thread.
Customer ID in Lookup Adaptors
The Profile API will include an optional externalCustomerIds attribute that identifies the Customer ID(s) in your system(s) of record for profiles linked to a Lookup Adaptor
Resolved Issues #
Automation Handoff Incorrectly Classified as an ‘Outbound’ Event – We fixed an issue that caused Message Automation Conversations to be reported as “outbound” Conversations.
‘First Message’ Condition in a Rule Not Firing – The ‘First Message’ Condition in a Rule wrongly stopped triggering for chat Conversations from Sidekick. This is now resolved.
Don’t Miss Out #
RESOURCE
Holiday Preparation Checklist
The Holiday Preparation Checklist is back! Back by popular demand, use it as a guide to help audit all Gladly systems (including hiring/ training tips) to ensure readiness for the holiday rush. See Platform Readiness for Peak Season if you’d like to learn how Gladly prepares the platform for the holiday 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.
October 11, 2022 #
What’s Shipped #
Self-Service Threads
Self-Service Threads is live in Production this week! Encourage Customers to help themselves and free up your Agents’ time to focus on higher-value issues without sacrificing efficiency and personalization. Self-Service Threads make it possible for chat Customers to check their order status in Sidekick without chatting with an Agent. Still, they can chat with an Agent if they have follow-up questions or other matters to discuss.
We’ve prepared everything you need to set up a Thread ahead of the busy holiday season and beyond. We suggest starting with the help docs below:
- What is Self-Service Threads?
- How Threads Work
- Configure a Thread
- Watch this overview video which provides an overview of how to set up a Thread.
Also, don’t forget to join us on October 20, 10 AM PT | 1 PM ET, and learn how to utilize the new Self-Service Threads feature to allow chat Customers to check their order status without needing Agent support.
Delete Facebook and Instagram Entry Points
You now delete Instagram and Facebook accounts connected to Gladly without needing to contact Gladly Support. Doing so stops messages from these social accounts from coming into Gladly.
Sidekick Automation Setting
This week, a new setting called Enable Sidekick for Automation is visible on the Sidekick configuration page. This allows partners like Thankful to create automated experiences in Sidekick when checked. Leave this box unchecked if you’re not working with any third-party automation partners.
What’s Coming #
Control Availability of Shopify Actions
Shopify Actions allows you to cancel orders, create discount codes, and more without leaving Gladly. This week in Sandbox, you can now control which Actions you want available to your team. So if you don’t want your team creating discount codes in Gladly, you can quickly deactivate that Action by editing the Shopify App settings.
- Refund an order – Refund the full order amount.
- Create a discount code – Create a one-time discount code.
- Cancel an order – Cancel and refund the full order amount.
- Edit order tags – Add and update an order’s order category tag.
- Edit order notes – Add and edit order notes.
This is a global setting, meaning a deactivated Action(s) applies to all users.
Resolved Issues #
Proactive Voice didn’t start on the Campaign’s configured start time – We fixed an issue that caused Proactive Voice Campaigns to not start outbound calls on the configured start time.
Unable to select the correct outreach time for Proactive Voice – Some users reported not being able to configure the outreach date and time for a Proactive Voice Campaign because they couldn’t edit time ranges or select AM/PM. This is now resolved.
Updated Browser Compatibility for Sidekick – Sidekick will no longer load on versions of Chrome older than v60 or on Microsoft Edge older than v20.
Don’t Miss Out #
WEBINAR
Self-Service Threads
Join us on October 20, 10 AM PT | 1 PM ET and learn how to utilize the new Self-Service Threads feature to allow chat Customers to check their order status without needing Agent support.
RESOURCE
Holiday Preparation Checklist
The Holiday Preparation Checklist is back! Back by popular demand, use it as a guide to help audit all Gladly systems (including hiring/ training tips) to ensure readiness for the holiday rush. See Platform Readiness for Peak Season if you’d like to learn how Gladly prepares the platform for the holiday season.
WEBINAR
Recording: Proactive SMS and Proactive Email Customer Webinar
Have you had the chance to check out Proactive Email and Proactive SMS? They’re truly great features to use as part of our communications toolbox. If you missed the webinar last week, you can watch the recording here.
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.
October 4, 2022 #
What’s Shipped #
New Proactive Conversation Features
Proactive SMS and Proactive Email are here! Joining Voice and Chat in your Gladly Proactive Conversations toolbox, you can now use SMS and Email to send bulk Customer communications, like notifications, reminders, and alerts. These features require you to upload a CSV of contacts you want to be reached as part of a Proactive Email or Proactive SMS Campaign. You may need to look at external systems, like your CRM or OMS, to gather email and SMS contacts.
To help you get ahead, see the Email CSV and SMS CSV templates to help prepare contacts. Review the help docs below for a complete feature overview.
Don’t forget to join the webinar on October 6 at 10 AM PT | 1 PM ET and quickly learn how to use these features.
Mobile Phone Number Identification
With Mobile Phone Number Identification, incoming calls from Customers on mobile phones are tagged as Mobile (type). This means Agents no longer have to ask Customers if they are calling from a mobile phone or need to manually switch phone number type to Mobile automatically. They’ll also see fewer ‘potential match’ notifications.
- If there’s no number matched, a new Profile is created with the mobile number tagged as Mobile (type).
- If there’s a phone number matched with other Profiles but tagged as Other (type), the Profiles are merged and consolidated.
Gladly treats mobile numbers as unique meaning that usually one person owns them, unlike Home or Office numbers which could be used by others. Do note that there will be a small charge added to your telephony costs for this service. You can deactivate (or reactivate) this feature anytime on the Mobile Phone Number Identification settings page.
Multiple Time Ranges for Sidekick Office hours
Add multiple timeframes on Sidekick for any given day to control when Sidekick is available on your website. For example, if your team works from 6 AM to 6 PM, but you wish to hide Sidekick from your website to stop chat requests from 12 PM to 1 PM during your team’s lunch hour, this is now possible with the new time range option in Sidekick’s Office Hours setting.
New Filters for the Coaching Dashboard
You can now filter the Coaching Dashboard by User Status, allowing you to quickly view users who are active or no longer active.
Fulfillment (Shipment) Details in Order Card
Display fulfillment/shipment details for orders in the Customer Profile as part of the Order Card, but in order to pull shipment details, you must configure your Lookup Adaptor to include the fulfillment attributes.
New First Contact Resolution (FCR) Report
Aptly called First Contact Resolution by Agent (New), this updated report reflects the definitions of how FCR is calculated. We’ve also moved the previous First Contact Resolution report to the Sunsetting category on the help docs and the Reports page.
Insight Builder Enhancements
This week brings Analyst users two new Insight Builder enhancements.
- Insight Builder Custom Fields
- Create additional or temporary custom fields on the Explore page that (unlike table calculations) become part of the query that is running in the database. As a benefit, these fields remain available in the dashboard for non-Analyst uses when placed as a shared dashboard.
- Insight Builder Forecasting
- With forecasting in visualizations, Analysts can add data projections to new or existing queries to help predict and monitor specific data points.
Customer Profile Error Card
Previously, the stability of the Customer Profile is affected and sometimes generated a “whoops” error if a card is unable to display Customer data due to an expected error. Now, errors are contained within the card itself and will not interrupt the entire Profile.
What’s Coming #
Self-Service Threads
Encourage Customers to help themselves and free up your Agents’ time to focus on higher-value issues without sacrificing efficiency and personalization. Available in Sandbox this week, Self-Service Threads makes it possible for chat Customers to check their order status in Sidekick without chatting with an Agent. Still, they can chat with an Agent if they have follow-up questions or other matters to discuss. Help docs are coming soon, and watch out for the webinar invitation.
Delete Facebook and Instagram Entry Points
Soon, you’ll be able able to delete Instagram and Facebook accounts connected to Gladly without needing to contact Gladly Support. Doing so stops messages from these social accounts from coming into Gladly. Stay tuned!
Don’t Miss Out #
EVENT
Proactive SMS and Proactive Email Customer Webinar
Join us on October 6, 10 AM PT | 1 PM ET for a Proactive SMS and Proactive Email webinar. There, you’ll learn all about how to meet your Customers in their preferred Channels. 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.
