October 22, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Enhanced Hero AI Authoring Icons
We enhanced the design of Hero AI Authoring icons to better align with their functionality.
| Hero AI Authoring Feature | Function |
|---|---|
| [A] Friendly | Take existing text and make it sound friendlier. |
| [B] Professional | Take existing text and make it sound more professional. |
| [C] Rephrase | Rephrase existing text. |
| [D] Shorten | Shorten existing text. |
| [E] Make Longer | Elongate existing text. |
Lookup Before Rules
Previously, Customer lookup for custom attributes would happen simultaneously when Rules ran for an incoming Contact. That meant that it was unlikely that custom attributes would be populated for Rules when it runs. As a result, automation Rules for incoming communications with a custom attribute as a Condition would not run reliably.
Available in Production this week to all Gladly instances (we rolled out this behavior to select Gladly orgs last week), the Lookup before Rules improvement makes the lookup occur before Rules execution, making Rules that use custom attributes to route and assign Customers more reliable.
Here are a couple of things to take note of:
- See How Customer are Routed in Gladly to understand how routing works with the new Lookup before Rules behavior.
- This update benefits those who use a Lookup Adaptor to retrieve custom Customer attributes (e.g., Lifetime Value) for the Customer Profile and use those attributes in Rules for routing purposes. Note that order/transaction attributes are not currently supported.
- Lookup before Rules is the default behavior, but it can be deactivated on the Conversation Workflow Settings page.
- This logic does not currently apply to Voice.
New Answer Languages
Spanish – Mexico and Spanish – United States can now be added as Answer languages.
Improved Automation Handover to Agents
Chats with “Enable Glad App for 3rd Party Automation Services” activated will now be handed off to an Agent sooner if the automation service is unresponsive. Previously, Customers would be handed off to an Agent within 5-6 minutes if an automation service didn’t respond. Now, they will be handed off within 1-2 minutes.
Gladly Sidekick is our new AI and automation platform
New ‘Help’ Feature in Threads
Do you need help getting started with a Thread? Simply click the new Help option to access the help documentation.
‘Add Topic’ is now ‘Topic’
We updated the add function name within Analyze Message > Analyze Topics and Update Customer > Add Customer Tags Sub-Actions for clarity, so it’s now “Add” instead of “Add topic.”
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly Platform Maintenance on November 4 at 10:30 PM PT
All Gladly platform updates are done outside business hours and during low-peak hours. Most platform updates require no downtime, so they go unnoticed. However, there are rare occasions when Gladly must be taken offline to apply important updates.
The maintenance will occur:
Saturday, November 4, 2023, from 10:30 p.m. to 11:30 p.m. Pacific Time, with Gladly Voice becoming unavailable at 10 p.m.
Gladly will be inaccessible during this time, so we can upgrade Gladly’s database infrastructure to improve the platform’s performance. See the Maintenance Preparation Guide to help you and your team prepare for the upcoming maintenance.
Email Composer Updates
Soon, the Email Composer will go from supporting six text colors to 14! Additionally, in an effort to simplify the Email Composer experience, we’re deprecating the quotes, indentation, and text size features due to their extremely low usage.
Allow New URLs if Using Chat and Have CSP in Place
Please forward this information to your Network Administrator/IT Team for visibility.
If your website has a CSP (Content Security Policy), please add the newly added URLs before November 8th to prepare for upcoming chat infrastructure improvements. This is a larger list than what was published in the last few weeks.
Production
- Add
connect-src [<https://api.us-1.gladly.chat>](<https://api.us-1.gladly.chat/>) wss://ws.us-1.gladly.chat - Add:
connect-src [<https://chat-assets.cdn.gladly.com>](<https://chat-assets.cdn.gladly.com/>) [<https://chat-sdk.cdn.gladly.com>](<https://chat-sdk.cdn.gladly.com/>) - Add:
img-src [<https://chat-assets.cdn.gladly.com>](<https://chat-assets.cdn.gladly.com/>) - Add:
media-src [<https://chat-sdk.cdn.gladly.com>](<https://chat-sdk.cdn.gladly.com/>) - Add:
script-src [<https://chat-sdk.cdn.gladly.com>](<https://chat-sdk.cdn.gladly.com/>) - Add:
style-src [<https://chat-sdk.cdn.gladly.com>](<https://chat-sdk.cdn.gladly.com/>)
Sandbox/UAT
- Add:
connect-src [<https://api.us-uat.gladly.chat>](<https://api.us-uat.gladly.chat/>) wss://ws.us-uat.gladly.chat - Add:
connect-src [<https://chat-assets.cdn.gladly.qa>](<https://chat-assets.cdn.gladly.qa/>) [<https://chat-sdk.cdn.gladly.qa>](<https://chat-sdk.cdn.gladly.qa/>) - Add:
img-src [<https://chat-assets.cdn.gladly.qa>](<https://chat-assets.cdn.gladly.qa/>) - Add:
media-src [<https://chat-sdk.cdn.gladly.qa>](<https://chat-sdk.cdn.gladly.qa/>) - Add:
script-src [<https://chat-sdk.cdn.gladly.qa>](<https://chat-sdk.cdn.gladly.qa/>) - Add:
style-src [<https://chat-sdk.cdn.gladly.qa>](<https://chat-sdk.cdn.gladly.qa/>)
Unverified Toll-Free Numbers Blocked Starting November 8
As a reminder, starting November 8, 2023, all restricted (formerly called ‘unverified’) toll-free phone numbers used for SMS will require verification which is designed to combat spam. Gladly Support has reached out to Gladly customers with unverified numbers.
Update IVR Holiday Hours
It’s time to update your Gladly IVR and ensure the Schedule node (typically named “Holiday Check”) displays the correct year to ensure your IVR handles calls correctly during your holiday hours. Watch the video to learn how to update the IVR.
Hero AI Replies Is Coming Soon
Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies, and we aim to release the feature by late November. This feature is in active development, and we will continue providing updates regarding our estimated release date.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Bad Call Quality
Fixed – A previous version of the Voice SDK caused some users to experience choppy audio issues in Chrome. This fix also removes the disconnect sound after declining or missing a call.
Placeholders Not Retained When Copy/Pasting Answers
Fixed – Copying and pasting an Answer with placeholders to the Messaging Composer would not include placeholders in the pasted text.
Chat Widget Clear Search Button Not Recognized By Screen Readers
Fixed – Screen readers did not recognize the “X” button to clear existing search parameters, preventing users from clearing entries using a keyboard.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Gladly Connect Live 2024
Exciting news! Our highly anticipated event — Gladly Connect Live — is back in 2024. Join us this coming March to supercharge your CX capabilities and unlock ROI with Gladly products.
Why Attend
Connect with CX leaders, discover powerful AI capabilities, preview our product roadmap, and gain exclusive Gladly opportunities.
Save the Date
- March 25–27, 2024
- In-person in Scottsdale, Arizona, or virtually
Register now to secure your spot. Don’t miss your chance to find your CX oasis!
COMMUNITY
Take Your Career to New Heights With the Gladly Mentorship Program
The enrollment period for the Gladly Mentorship program ends October 31, 2023. Don’t forget to join if you’re interested! Space in the Gladly Mentorship program is limited. Register today to connect with industry leaders and elevate your career.
Please note that this offering is exclusive to members of the Gladly Connect Community, so be sure to join our community for free for a chance to participate and for more can’t-miss CX content and networking opportunities.
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 17, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Lookup Before Rules
Previously, Customer lookup for custom attributes would happen simultaneously when Rules ran for an incoming Contact. That meant that it was unlikely that custom attributes would be populated for Rules when it runs. As a result, automation Rules for incoming communications with a custom attribute as a Condition would not run reliably.
Available in Production this week to select* Gladly instance, the Lookup before Rules improvement makes the lookup occur before Rules run, making Rules that use custom attributes to route and assign Customers more reliable.
Here are a couple of things to take note of:
- See How Customer are Routed in Gladly to understand how routing works with the new Lookup before Rules behavior.
- This update benefits those who use a Lookup Adaptor to retrieve custom Customer attributes (e.g., Lifetime Value) for the Customer Profile and use those attributes in Rules for routing purposes. Note that order/transaction attributes are not currently supported.
- Lookup before Rules is the default behavior, but it can be deactivated on the Conversation Workflow Settings page.
- This logic does not currently apply to Voice.
*Enhancement will be available to all Gladly instances next week.
Capture Transient Errors in Webhooks Log
The webhook logs now capture transient errors, which are retried in five-second intervals up to four times before considering the delivery failed.
Gladly Sidekick is our new AI and automation platform
Gladly SidekickIntegration With Fulfill.io
You can now do the following within the Gladly Sidekick integration with Fulfil.io:
- Lookup shipments
- Hold shipments
- Cancel shipments
- Cancel order
Update Shipment Action, Hold Shipment, and Cancel Shipment Sub-Actions have also been added to Gladly Sidekick, allowing Gladly Sidekick users to hold and cancel shipments in Fulfil.io.
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly Platform Maintenance on November 4 at 10:30 PM PT
All Gladly platform updates are done outside business hours and during low-peak hours. Most platform updates require no downtime, so they go unnoticed. However, there are rare occasions when Gladly must be taken offline to apply important updates.
The maintenance will occur:
Saturday, November 4, 2023, from 10:30 p.m. to 11:30 p.m. Pacific Time, with Gladly Voice becoming unavailable at 10 p.m.
Gladly will be inaccessible during this time, so we can upgrade Gladly’s database infrastructure to improve the platform’s performance. See the Maintenance Preparation Guide to help you and your team prepare for the upcoming maintenance.
Allow New URLs if Using Chat and Have CSP in Place
Please forward this information to your Network Administrator/IT Team for visibility.
If your website has a CSP (Content Security Policy), please add the following URLs before November 8th to prepare for upcoming chat infrastructure improvements.
Production
- connect-src https://api.us-1.gladly.chat wss://ws.us-1.gladly.chat
Sandbox
- connect-src https://api.us-uat.gladly.chat wss://ws.us-uat.gladly.chat
Update IVR Holiday Hours
It’s time to update your Gladly IVR and ensure the Schedule node (typically named “Holiday Check”) displays the correct year to ensure your IVR handles calls correctly during your holiday hours. Watch the video to learn how to update the IVR.
Hero AI Replies Is Coming Soon
Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies, and we aim to release the feature by early November. This feature is in active development, and we will continue providing updates regarding our estimated release date.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Line Breaks Not Displayed in Proactive Chat
Fixed – Line breaks in a Proactive Chat Campaign were ignored and not rendered when displayed to Customers.
Gladly Sidekick is our new AI and automation platform
Unable to Delete Anonymous Sub-Actions
Fixed – Deleting Sub-Actions in anonymous actions did not render when deleted. The deleted Sub-Action still displayed on the page despite being deleted.
Unable to Save Pasted Text Into Editor
Fixed – Pasted text into a Thread Editor would not save.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Managing Your Gladly IVR Classroom Session
The IVR is a critical component of Gladly Voice, and it’s important to understand how it works and how to manage it, especially during the busiest time of year. Join us on October 23 at 10 AM PT to join a Gladly SME, where we’ll show you how to get to know your IVR and do essential maintenance.
COMMUNITY
Take Your Career to New Heights With the Gladly Mentorship Program
We are thrilled to announce that registration for the Gladly Mentorship program is now open. Over a few months, participants will regularly meet one-on-one with a mentor, offering deep industry knowledge, career advice, and more.
Space in the Gladly Mentorship program is limited. Register today to connect with industry leaders and elevate your career.
Please note that this offering is exclusive to members of the Gladly Connect Community, so be sure to join our community for free for a chance to participate and for more can’t-miss CX content and networking opportunities.
EVENT
In-Person Event: AI Automation In Customer Service
Are you going to be in the New York area on October 26? If so, join Gladly and local CX leaders in New York at our private networking event, where you’ll learn about today’s biggest industry trends and gain new ideas and practical insights to deliver best-in-class customer service. Space is limited, so register soon!
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, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Gladly Platform Maintenance on November 4 at 10:30 PM PT
Most system updates are done outside of business hours and go unnoticed. However, there are rare occasions when Gladly must be taken offline to apply important updates. When necessary, we schedule the maintenance during the least disruptive time to our users: at night and on the weekend.
The maintenance will occur:
Saturday, November 4, starting at 10:30 PM PT and ending at 11:30 PM PT (60 minutes)
We are working on resources to help you and your team prepare for the upcoming maintenance. We will share these resources next week through the release notes and via email to Gladly account contacts.
Allow New URLs if Using Chat and Have CSP in Place
Please forward this information to your Network Administrator/IT Team for visibility.
If your website has a CSP (Content Security Policy), please add the following URLs before November 8th to prepare for upcoming chat infrastructure improvements.
Production
- connect-src https://api.us-1.gladly.chat wss://ws.us-1.gladly.chat
Sandbox
- connect-src https://api.us-uat.gladly.chat wss://ws.us-uat.gladly.chat
Lookup Before Rules
Today, Customer lookup would happen simultaneously with the Rule on an incoming Contact. This means that it’s unlikely that custom attributes would be populated for Rules when it runs. As a result, automation rules for incoming communications with a custom attribute as a Condition would not run reliably.
Available in Sandbox this week (help documentation will be available once released in Production), the Lookup before Rules improvement makes the lookup occur before Rules run, making Rules that use custom attributes to route and assign Customers more reliable.
Here are a couple of things to take note of:
- This update benefits those who use a Lookup Adaptor to retrieve custom Customer attributes (e.g., Lifetime Value) for the Customer Profile and use those attributes in Rules for routing purposes. Note that order/transaction attributes are not currently supported.
- Lookup before Rules is the default behavior, but it can be deactivated on the Conversation Workflow Settings page.
- This logic does not currently apply to Voice.
Hero AI Replies Is Coming Soon
Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies, and we’re currently aiming to release the feature by early November. This feature is in active development, and we will continue providing updates regarding our estimated release date.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Fixed – ‘Liveboards Only’ Users Unable to See Agent Names
‘Liveboards Only’ could only see the word Agent instead of seeing the actual names of Agents.
Fixed – New Contacts Auto-Closed By a Rule Excluded in Contact Export Report
Incoming Contacts that triggered an automation Rule and closed the Conversation automatically were included in the Conversation Export report but excluded from the Contact Export report.
Fixed – Emails Stuck in ‘Sending’ Status
Email addresses that were copied and pasted into Gladly to send an email were getting stuck in “Sending” status in the Conversation Timeline even though the email was successfully delivered.
Gladly Sidekick is our new AI and automation platform
Fixed – Contact Reason Breakdown Chart Not Filtering Selected Channels
The Contact Reason Breakdown chart did not reflect the Channels selected as a filter.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Managing Your Gladly IVR Classroom Session
The IVR is a critical component of Gladly Voice, and it’s important to understand how it works and how to manage it, especially during the busiest time of year. Join us on October 23 at 10 AM PT to join a Gladly SME, where we’ll show you how to get to know your IVR and do essential maintenance.
COMMUNITY
Take Your Career to New Heights With the Gladly Mentorship Program
We are thrilled to announce that registration for the Gladly Mentorship program is now open. Over a few months, participants will regularly meet one-on-one with a mentor, offering deep industry knowledge, career advice, and more.
Space in the Gladly Mentorship program is limited. Register today to connect with industry leaders and elevate your career.
Please note that this offering is exclusive to members of the Gladly Connect Community, so be sure to join our community for free for a chance to participate and for more can’t-miss CX content and networking opportunities.
EVENT
In-Person Event: AI Automation In Customer Service
Are you going to be in the New York area on October 26? If so, join Gladly and local CX leaders in New York at our private networking event, where you’ll learn about today’s biggest industry trends and gain new ideas and practical insights to deliver best-in-class customer service. Space is limited, so register soon!
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 3, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Hero AI Preview Period Extended to 2024
Great news! The Hero AI preview period has been extended until January 5, 2024, giving you even more time to explore and benefit from all that Hero AI offers today — Authoring and Summaries — and new capabilities we plan to release through the end of the year — Replies*, Authoring for Email, Proofreading, and Translation capabilities!
*Hero AI Replies is coming by the end of October
Prevent Customer Creation in Klaviyo
The new Do Not Create New Klaviyo Customers app setting for Klaviyo stops the creation of new Customers in Klaviyo sent by Gladly, and the app will only update existing Customer data matched in Klaviyo. Customers in Klaviyo will be enhanced with information from Gladly. This setting is deactivated by default.
- Note – If you have connected Klaviyo to Gladly before October 1, 2023, and you activate this new setting, you must generate a new Private API key and replace the existing key in Gladly.
Why activate this setting
- If you have multiple brands in Gladly, of which only some are linked to Klaviyo.
- If you populate Klaviyo with information outside of Gladly and want to use Gladly only to suppress marketing.
Why keep this setting deactivated
- You will not utilize Gladly Customers for marketing purposes.
Gladly Sidekick is our new AI and automation platform
Automatically Expand and Select First Rule Sub-Action
Clicking an Action within a Thread will now automatically expose sub-Actions and automatically select the first sub-Action, ready to be edited.
What’s Coming #
Features and updates coming soon or available in Sandbox
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
- Note – There’s no action required if you do not utilize firewalls or do not limit traffic to specific IPs.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
Hero AI Replies Is Coming Soon
Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies, and we’re aiming to have this feature generally available by the end of October.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Incorrect Reporting of Focus Events
An incorrect event calculation for Agents exiting Focus mode resulted in high amounts of ‘Available Time’ in the Agent Summary Report. This is now resolved, but note that this fix applies to new events only and will not be retroactively applied.
Entry Points Settings Page Not Loading
The Entry Points settings page would attempt to load but not complete, and manually refreshing the page did not resolve the issue. This occurred in rare situations where the “+” is missing in ported phone numbers. This is now fixed.
Gladly Sidekick is our new AI and automation platform
Autocomplete Inserted Text Not Saving in Rich Editor
We fixed an issue with the rich text editor where options inserted into the editor from the autocomplete feature would not save.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
COMMUNITY
Take Your Career to New Heights With the Gladly Mentorship Program
We are thrilled to announce that registration for the Gladly Mentorship program is now open. Over a few months, participants will regularly meet one-on-one with a mentor, offering deep industry knowledge, career advice, and more.
Space in the Gladly Mentorship program is limited. Register today to connect with industry leaders and elevate your career.
Please note that this offering is exclusive to members of the Gladly Connect Community, so be sure to join our community for free for a chance to participate and for more can’t-miss CX content and networking opportunities.
PRODUCT
Answers Search Recognizes Keywords in Titles
Here’s a quick reminder that the internal-facing Answers Search (Answers Admin and Answers Panel) now supports keyword search in titles!
Answers Search supports both keyword search and our recent enhanced search upgrade, ensuring you find Answers quickly.
Two ways to enter an Answers Search query:
- Keyword: Enter “Returns” and see results like “Refunds and Returns Policies”
- Natural speech: Ask a question like “What’s our return policy” and see results like “Refunds and Returns Policies”
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.
