April 24, 2025
Prevent Sending of Email If AI Authoring Suggestion is Present
We heard that some Gladly users have mistakenly sent messages while using AI suggestion features such as authoring (e.g., friendly, rephrasing) and translation. To prevent this, the Send option is now inactive when the suggestion box is open to prevent accidental sending of an unintended response.
Text Formatting Retained Post Translation
For customers using Translation who are currently part of the early access program, translated text now retains the original text’s formatting, such as bold and italicized text and hyperlinks.
Add Message Content to ‘message sent/received’ Events
This enhances web development by allowing things like building a site with a Glad App embedded to respond to certain keywords in the message content sent over Chat.
Start Chat Conversation Using Glad App APIs
Use the startConversation API to allow your Customers to start a chat using a form or a completely different chat widget other than Glad App. These enhancements improve the handoff instead of using jQuery or JavaScript workarounds.
[Early Access] Effortless Translation for Agents Across Channels
Translation will soon be generally available to all customers, allowing for text translation directly from the Conversation Timeline. With just a click, Agents can translate inbound Customer messages in real time across Email, Chat, SMS, and social Channels, making it easier to support a diverse Customer base without relying on external tools or dedicated multilingual Agents. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
If you want access to this feature early, before it’s generally available, please contact your CSM or Gladly Support.
Enhanced UI for Sidekick Answers
We’ve refreshed the Sidekick Answers experience! The improved UI will be introduced gradually throughout April for Customers currently leveraging Sidekick Answers.
EVENT
The Best Of Gladly Connect Live, No Travel Required
Building on the excitement from Nashville, Gladly Connect Virtual arrives May 28th with new insights on creating the perfect AI-human balance. We've taken your top-requested topics and expanded them with fresh strategies you can implement right away.
Discover how to take your relationship-centered approach to the next level and help your service heroes create experiences that drive lifelong loyalty. You'll get practical guidance on balancing AI efficiency with meaningful human connection.
Block your calendar for May 28th and register today!
PRODUCT
Draft Answers Has Evolved into Suggested Answers
Quick heads up: we’ve upgraded the Draft Answers experience! The feature you know and love now lives on as Suggested Answers, offering a more streamlined and powerful experience. You can find it starting this week as a part of Sidekick Journeys for Answers.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
April 17, 2025
Track and Improve Sidekick Answers Performance
Introducing Sidekick Journeys for Answers! Beginning this week, customers using Sidekick Answers will be able to view all Answers referenced by Sidekick in one place. It’s now easier than ever for Admins and Managers to monitor overall Sidekick Answers performance. If Sidekick isn’t able to answer a Customer’s question due to a gap in your knowledge base, it can now identify that gap and suggest a new Answer based on how your Heroes responded.
From there, you can choose to add that suggested Answer to your knowledge base — helping strengthen your content repository and improve Sidekick’s ability to deliver accurate, high-quality responses moving forward.
[Early Access] Effortless Translation for Agents Across Channels
We’ll soon be introducing Translation directly from the Gladly Conversation Timeline. With just a click, Heroes can translate inbound Customer messages in real-time across Email, Chat, SMS, and social channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Agents. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
If you’re interested in adopting this feature early, please contact Gladly Support or your Gladly Customer Success Manager.
Enhanced UI for Sidekick Answers
We’ve refreshed the Sidekick Answers experience! The improved UI will be introduced gradually throughout the month of April for Customers currently leveraging Sidekick Answers.
EVENT
The Best Of Gladly Connect Live, No Travel Required
Building on the excitement from Nashville, Gladly Connect Virtual arrives May 28th with new insights on creating the perfect AI-human balance. We've taken your top-requested topics and expanded them with fresh strategies you can implement right away.
Discover how to take your relationship-centered approach to the next level and help your customer service heroes create experiences that drive lifelong loyalty. You'll get practical guidance on balancing AI efficiency with meaningful human connection.
Block your calendar for May 28th and register today!
PRODUCT
Draft Answers Has Evolved into Recommended Answers
Quick heads up: we’ve upgraded the Draft Answers experience! The feature you know and love now lives on as Recommended Answers, offering a more streamlined and powerful experience. You can find it starting this week as a part of Sidekick Journeys for Answers.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
April 10, 2025
Sidekick Answers ‘Quality Check’ UI Improvements
We’ve updated the quality check within the Sidekick Conversations page with various UI enhancements that ease the QA experience for Agents and Team Managers reviewing Conversations where Sidekick engaged with a Customer. Some of these enhancements include:
Referenced Answers are now collapsed in the quality check for readability.
Streamlined Handoff Reason messaging for consistency.
Updated review section titles to align with other components of the Sidekick interface.
Aligned Hero and Sidekick Navigation Menus
Sidekick menu items will now mirror those available in the Hero navigation menu to provide consistency when moving between Hero and Sidekick experiences.
[Early Access] Effortless Translation for Agents Across Channels
We’ll soon be introducing Translation directly from the Gladly Conversation Timeline. With just a click, Heroes can translate inbound Customer messages in real-time across Email, Chat, SMS, and social channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Agents. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
If you’re interested in adopting this feature early, please contact Gladly Support or your Gladly Customer Success Manager.
Track and Improve Sidekick Answers Performance
Beginning next week, Customers using Sidekick Answers will be able to view all Answers referenced by Sidekick in one place. This update makes it easier for Admins and Managers to monitor overall Answer performance and review new content generated by Sidekick. These suggestions are based on Agent responses and are designed to strengthen your existing Answer repository and improve Sidekick’s ability to respond accurately to Customers.
Enhanced UI for Sidekick Answers
We’ve refreshed the Sidekick Answer experience! Sidekick Answers experience! The improved UI will be introduced gradually throughout the month of April for Customers currently leveraging Sidekick Answers.
Missing ‘No Reply Needed’ Menu Item
Fixed – The ‘No Reply Needed’ selection temporarily disappeared from messages in the Conversation Timeline.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
April 3, 2025
Filter Sidekick Conversations by Channel
We’ve enhanced the QA experience by introducing a Channel filter for Conversations within the Sidekick Conversations page.
New Calculated Field Available within Insight Builder
An additional field called Count of Billable Resolutions has been added to the Conversation Metrics Explore in Insight Builder. This field is the sum of Assisted Billable Conversations that were completed without a handoff and Conversations that Sidekick has automatically closed – known as No Response Auto Closed Conversations. Corresponding metrics that use Sidekick resolutions as an input have been updated to include the Conversations that Sidekick automatically closed. This impacts the following metrics:
% of Resolutions per Assisted Conversations
% of Resolutions
Please note that Insight Builder is an add-on feature.
.png?sv=2022-11-02&spr=https&st=2025-05-02T23%3A39%3A56Z&se=2025-05-02T23%3A57%3A56Z&sr=c&sp=r&sig=ZNBI9%2Bqpfo8FuLrhboKInx2iZ3g0tDXXs7NMWwDLx54%3D)
Empowering Accessibility: Glad App Accessibility Updates For An Inclusive Experience
We continue to make Glad App more accessible for folks using screen readers. This means easier navigation, better labeling, and increased compatibility with assistive tech. We're also making sure everything lines up with the ADA, so the app is super user-friendly for everyone, no matter what. This week’s enhancements include:
Preventing keyboard focus (the blue highlighted border around focused content) from highlighting Answer content. As per ADA guidance, only interactive elements in the Glad App are now keyboard-focusable.
We updated the background color of the Glad App payment request status text, making the “completed” payment status easier to read.
The out-of-the-box styling and implementation of Glad App meets and complies with WCAG 2.1 standards.
[Early Access] Effortless Translation for Agents Across Channels
We’ll soon be introducing Translation directly from the Gladly Conversation Timeline. With just a click, Heroes can translate inbound Customer messages in real-time across Email, Chat, SMS, and social channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Agents. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
If you’re interested in adopting this feature early, please contact Gladly Support or your Gladly Customer Success Manager.
Enhanced UI for Sidekick Answers
We’ve refreshed the Sidekick Answer experience! Sidekick Answers experience! The improved UI will be introduced gradually throughout the month of April for Customers currently leveraging Sidekick Answers.
RESOURCE
Gladly Referral Promotion
Love using Gladly? Now’s your chance to share the experience with others in your professional network. Submit your B2C or e-commerce to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
.svg?sv=2022-11-02&spr=https&st=2025-05-02T23%3A39%3A56Z&se=2025-05-02T23%3A57%3A56Z&sr=c&sp=r&sig=ZNBI9%2Bqpfo8FuLrhboKInx2iZ3g0tDXXs7NMWwDLx54%3D)
on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.