April Releases

Manage Voice AI Settings Directly from Channels

Admins and Managers can now configure Voice AI preferences directly from Channels → Voice. Choose your AI's voice from a curated set of options and control your Voice setup in just a few clicks.

Password Requirements Configurable in Settings

Compliance Admins can now configure your organization's password policy under Settings → Security and Compliance. Set minimum password length and other requirements to match your organization's security standards. Password reset pages now enforce the configured policy automatically—previously, resets always defaulted to an 8-character minimum regardless of your settings.

Clone Existing Rules

Duplicate a Rule directly from Settings → Rules. Hover over any Rule to reveal a copy icon — clicking it opens the Rule editor pre-filled with all Triggers, Conditions, and Actions from the original. The cloned Rule is named "Rule Name (copy)" and ready to customize, making it faster to create variations.

Leave Feedback on Algorithm Components in Conversation Review

Leave feedback on individual algorithm component cards in the Conversation Review panel. Thumbs up or thumbs down the output, add text feedback, and if something looks off, select which alternate option AI should have chosen. This gives your team a more granular way to evaluate and improve AI decision-making at the component level.

Algorithm Component Feedback Visible on the Reviews Page

Reviewers can drill into feedback left on individual algorithm components directly from the Reviews page – alongside existing Conversation-level reviews. Click any component-level review to jump straight to the exact algorithm component card within the Conversation Review panel for that AI-led Conversation.

Copy Guides Across Gladly Agents

Adding Guides to your Gladly Agents just got faster. Select an existing Guide, choose which Gladly Agent you want to copy it to, and it shows up as a draft in that Gladly Agent's view. No need to rebuild a Guide from scratch when you want to reuse it across multiple Gladly Agents.

Smoother Interruption Handling for Voice AI

It’s possible for Customers to interrupt Gladly AI mid-response on Voice, and now those interruptions are handled more naturally. AI adapts to being cut off and picks back up smoothly, making the experience feel closer to a real Conversation.

Gladly AI Sessions Detail Reports

Two new reports are available under Reports → Gladly AI:

• Gladly AI Sessions Detail Report

• Gladly AI Sessions Detail with Messages Report

Both provide detailed information about individual Gladly AI sessions, with the Messages variant including the full message history. Use these reports alongside the Gladly Improvement Opportunities dashboard to dig into underlying data and run your own analysis.

Entry Point Warning Banner on Guides Page

A new warning banner appears on the Guides page when a Gladly Agent has no connected Entry Points, prompting you to configure Channels to activate the Gladly Agent. The banner can be dismissed and stays dismissed for the browser session.

Boosted Email Conversations Route Ahead of Tasks

Email Conversations boosted with People Match now route ahead of Tasks, even if a Task has an earlier due date. Previously, a boosted email could get stuck behind older Tasks in the queue, delaying delivery. This update ensures high-priority Conversations reach Agents faster.

Favorite Answers Now Sync Across Devices

Your favorite Answers now persist across devices and browser sessions. Previously, favorites were stored locally and could be lost when clearing browser data or switching machines. Favorites now stay in sync no matter where you log in.