June 26, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Sidekick is our AI and automation platform.
Performance Insights With Sidekick Dashboard
The new Sidekick Dashboard provides insights into how Sidekick is performing. Use the dashboard to understand how Sidekick is reducing costs for your contact center, where it is performing well (based on your Customers’ Contact reasons), and where you have opportunities for improvement.
What’s Coming #
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks was blocked, and the rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK 
regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our people-centered platform for delivering personalized Agent-assisted Customer service.
‘Avg. Queued-To-Fulfilled Time Within Business Hours’ Showed ‘0’ Value
Fixed – For Gladly instances that have set the SLA Business Hours, the value for Avg. Queued-To-Fulfilled Time within Business Hours (sec) in the Channel Wait Time report incorrectly showed a “0” value.
Don’t Miss Out #
Events, notices, and Gladly news
PRODUCT
No Release Updates the First Week of July
Please note that there will be no release update or email on the first week of July in observance of the Independence Day (Fourth of July) holiday.
PRODUCT
View Text-Based Summaries of Phone Calls With Voice Summaries
Voice Summaries is an add-on feature that uses AI to distill your Gladly Voice calls into key points for faster service. No more long wait times for Customers or asking them to repeat themselves — Agents are instantly armed with the most important details of past calls, ensuring your Customer’s needs are met swiftly and efficiently.
Please contact Gladly Support or your CSM to activate this feature or if you have additional questions regarding how activating Voice Summaries will impact your Voice usage fees.
LEARNING
Glady Routing Certification for Gladly Administrators
Gladly’s Routing Engine is designed to remove the uncertainty of deciding which Customers to assist first. This allows your team to concentrate on delivering the best service. Understanding the logic and behaviors of the Routing Engine is helpful, as this affects how Agents help Customers and how Customers are prioritized based on their preferred Channels.
The Certification course is recommended for Gladly Administrators to help them better understand how Routing works. Team Managers and anyone interested in learning about the Gladly Routing Engine are also encouraged to complete this Certification.
CLASSROOM
Pulling Contact Center Metrics in Gladly
Metrics and KPIs are essential, especially in a contact center. They tell us how we’re doing and what improvements can be made to ensure Customers’ needs are met or exceeded. They also guide internal teams to identify areas for improvement.
In this Classroom session, our Senior Customer Success Manager and Gladly reporting guru, Joseph Scheip, will take us through Gladly Reports, focusing on Gladly OOTB reports. He’ll discuss the most common contact center KPIs and metrics and show you how to pull these reports in Gladly.
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 .
June 19, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
View Text-Based Summaries of Phone Calls With Voice Summaries
Voice Summaries is an add-on feature that uses AI to distill your Gladly Voice calls into key points for faster service. No more long wait times for Customers or asking them to repeat themselves — Agents are instantly armed with the most important details of past calls, ensuring your Customer’s needs are met swiftly and efficiently.
Please contact Gladly Support or your CSM to activate this feature or if you have additional questions regarding how this affects Voice usage rates.
New Public API to Add Proactive Conversations Recipients
We added the ability to add recipients to Proactive SMS, Email, and Voice Campaigns via public API , alongside the existing capability to upload recipients via the UI.
What’s Coming #
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks was blocked, and the rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our people-centered platform for delivering personalized Agent-assisted Customer service.
Conversation URL Not Updating
Fixed – The URL wasn’t changing to reflect the unique Conversation being viewed when opening Conversations by clicking on the Topic in the Conversation card.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Pulling Contact Center Metrics in Gladly
Metrics and KPIs are essential, especially in a contact center. They tell us how we’re doing and what improvements can be made to ensure Customers’ needs are met or exceeded. They also guide internal teams to identify areas for improvement.
In this Classroom session, our Senior Customer Success Manager and Gladly reporting guru, Joseph Scheip, will take us through Gladly Reports, focusing on Gladly OOTB reports. He’ll discuss the most common contact center KPIs and metrics and show you how to pull these reports in Gladly.
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 .
June 12, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
Click-to-Call Phone Numbers in Customer Profile Cards
Quickly call a Customer by clicking a phone number available on a Customer Profile Card (Order, Stay, Subscription, Flight, Generic) which opens the Voice Composition screen to make the call.
Deactivate the Ability to Upload Attachments in Glad App
Activated by default, the ability to upload attachments via Glad App Chat can now be deactivated through the new Enable Attachments setting in each Glad App.
Insight Builder Expiring Session Warning
To support the recent change to how Looker authenticates Gladly Analyst users, we have introduced a log-out warning banner to remind Insights Builder users to save their work five minutes before their Looker authentication token expires. This is intended to prevent Insights Builder users from losing progress on their work when the Looker authentication expires.
Gladly Sidekick is our AI and automation platform.
Update descriptions for Lookup Actions
We updated the description copies below for some Thread Lookups to describe their intended functions better:
- lookUpOrder – “Find the order number in the Conversation” to “Search for the order number within the message’s greeting, signature, and reply chain.”
- lookUpReturn – “Find the order number in the Conversation” to “Search for the order number within the message’s greeting, signature, and reply chain.”
- lookUpSubscription – “Find the email address associated with the subscription in the Conversation.” to “Search for an email address associated with the subscription within the message’s greeting, signature, and reply chain.”
- Question/extractMemory – “Find the expected answer in the Conversation.” to “Search for the expected answer within the message’s greeting, signature, and reply chain.”
- Question/extractRegex – “Find the expected answer in the Conversation.” *to “*Search for regex matches within the message’s greeting, signature, and reply chain.”
New control added within ‘Ask Question’ Action
This week, a new control, “Always ask the question, even if the Memory already contains the expected answer,” is available. If activated, a Thread can ask a user the same question multiple times, if necessary. For example, if Sidekick asks a Customer for an order number and the Customer provides the wrong one, without this control activated, if Sidekick then asks the question again, the secondary Question Action will be skipped as the order number Memory already “exists.” Eventually, this would result in a handoff. Activating this control will force the ability to ask the question again, even if another order number (or other type of expected answer) has been provided.
What’s Coming #
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks were blocked and rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Change to Gladly Sub-Processor
As we continue our commitment to rigid and transparent security, Gladly would like to inform you that we have added Deepgram as a sub-processor. Deepgram’s Voice AI platform provides speech-to-text, text-to-speech, and language-understanding APIs. Please reach out to [email protected] if you have any questions or concerns.
Don’t Miss Out #
Events, notices, and Gladly news
CLASSROOM
Pulling Contact Center Metrics in Gladly
Metrics and KPIs are essential, especially in a contact center. They tell us how we’re doing and what improvements can be made to ensure Customers’ needs are met or exceeded. They also guide internal teams to identify areas for improvement.
In this Classroom session, our Senior Customer Success Manager and Gladly reporting guru, Joseph Scheip, will take us through Gladly Reports, focusing on Gladly OOTB reports. He’ll discuss the most common contact center KPIs and metrics and show you how to pull these reports in Gladly.
SUPPORT
Help Us Improve Reports Help Docs for Contact Center Metrics and KPIs
The Gladly Customer Education team is working on resources to help you create reports on common contact center metrics and KPIs. Let us know what metrics and KPIs you track through this short survey , and we’ll use this information to create easy-to-follow “recipe” guides in our help documentation to help you understand which reports to use and how to manipulate them.
COMMUNITY
Comment, Ask Questions, and Follow Interactions in the Community
Ignite discussions, share insights, and collaborate in new ways in the Gladly Connect Community through the new Comments feature for Help and Learning. Dive into topics with questions, offer up your expertise by replying to existing comments, and learn from the collective wisdom of your peers in the Community.
With the Comments feature, you can:
- Post new comments or reply to existing ones on help pages to answer questions and help other members. The Gladly Team can even chime in and participate in these interactions.
- Comment or leave your thoughts on courses and certifications in Connect Learning and engage with other members taking the same course.
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 .
June 5, 2024 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized Agent-assisted Customer service.
IVR Custom Voices
Selecting Custom as a Voice text-to-speech option for the Message and Menu nodes now allows for additional voices beyond the Male and Female options. The new Custom Voice option offers a range of English and non-English options . For example, to use a Standard Type, Male, English (US) voice, you will enter “Polly.Joey” as the voice’s name in the IVR, matching the name on the table .
What’s Coming #
SMS to UK Numbers Requires UK Phone Number Beginning Tuesday, July 30th, 2024
Beginning July 30th, 2024, all SMS messages sent to the UK via international long codes, regardless of carrier, will be blocked.
SMS messages sent to the UK must be sent via a domestic UK long code, an alphanumeric sender ID, or a short code. UK carriers have implemented restrictions on messaging traffic originating from international long codes to UK phone numbers; they consider using international long codes for Application-To-Person (A2P) SMS as an abuse of Person-To-Person (P2P) routes.
Due to these restrictions, all SMS messaging traffic sent from international long codes to UK phone numbers on the BT and Sky Mobile networks were blocked and rollout for all UK networks will be completed by July 30th, 2024.
In the event you do want to continue sending SMS(es) to the UK, by July 30th, 2024, you will need to use one of the following alternatives to replace your international long codes to send A2P messages:
- Purchase a UK Long Code
- Provisioning time: 48 hours
- Procure an Alphanumeric Sender ID
- Provisioning time: None; you can use them immediately by including them in your API request’s “from” parameter.
- Purchase a Short-Code
- Provisioning time: 10-12 weeks after you submit documentation.
Please contact Gladly Support if you have questions or concerns about this new regulation.
Note – This is a separate regulatory requirement from the recent Know Your Customer (KYC) in the UK regulation, which was announced in early 2024. If you own a UK long code, the Gladly Team would have contacted you.
Change to Gladly Sub-Processor
As we continue our commitment to rigid and transparent security, Gladly would like to inform you that we have added Deepgram as a sub-processor. Deepgram’s Voice AI platform provides speech-to-text, text-to-speech, and language-understanding APIs. Please reach out to [email protected] if you have any questions or concerns.
Don’t Miss Out #
Events, notices, and Gladly news
SUPPORT
Help Us Improve Reports Help Docs for Contact Center Metrics and KPIs
The Gladly Customer Education team is working on resources to help you create reports on common contact center metrics and KPIs. Let us know what metrics and KPIs you track through this short survey , and we’ll use this information to create easy-to-follow “recipe” guides in our help documentation to help you understand which reports to use and how to manipulate them.
COMMUNITY
Comment, Ask Questions, and Follow Interactions in the Community
Ignite discussions, share insights, and collaborate in new ways in the Gladly Connect Community through the new Comments feature for Help and Learning. Dive into topics with questions, offer up your expertise by replying to existing comments, and learn from the collective wisdom of your peers in the Community.
With the Comments feature, you can:
- Post new comments or reply to existing ones on help pages to answer questions and help other members. The Gladly Team can even chime in and participate in these interactions.
- Comment or leave your thoughts on courses and certifications in Connect Learning and engage with other members taking the same course.
PRODUCT
Insight Builder Cookies Security Updates
Google is phasing out support for third-party cookies on their Google Chrome browser. We prepared for this by rolling out a security enhancement released to Production last week to ensure that our customers’ access to OOTB Reports and Insight Builder, built on Google’s Looker BI platform, is not disrupted.
No additional action is required for Gladly customers; you will continue to be able to use our embedded Looker BI reports and Insight Builder after Chrome fully phases out third-party cookies, but there are now two Looker-enforced best practices to keep in mind:
- Looker’s security token refreshes every two hours, prompting users to refresh their browsers and re-authenticate in Looker.
- Save often! Because of this Looker-enforced timeout, save your work often to prevent losing progress.
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 .
