April Releases

April 22, 2026

A/B Test Gladly Agent Versions

Admins can now split traffic between two Gladly Agent versions to compare performance side by side. Choose any version – deployed or not – and configure the split directly from the Entry Points page. Use it to test a new version against the current one, or compare two different Gladly Agents, before committing to a full rollout.

To review results, use the new Entry Point and test-specific filters on the Gladly Improvement Opportunities dashboard to see how each version performed.

Set a Fallback Guide for Your Gladly Agent

Admins can now designate a Fallback Guide at the Gladly Agent level. The Fallback Guide handles Conversations when no specific Guide matches the Customer's intent, ensuring every Conversation gets a response.

Automatic for most organizations, no action needed – Your existing Questions & Recommendations Guide is set as the Fallback Guide by default.
Configurable – Choose or change which Guide serves as the fallback directly from the list of active Guides for a given Gladly Agent.
Prompted when missing – Organizations without a Questions & Recommendations Guide will see an in-product prompt to configure one.

Gladly Team Recontact Metrics Included in Insight Builder Gladly AI Sessions

Gladly AI sessions reporting in Insight Builder now tracks Customer recontacts across both AI sessions and sessions handled by a human Agent in Gladly Team. This gives you a more complete picture of when Customers reconnect after a resolved AI interaction.

New fields available in Insight Builder:

Was Eligible Session – Filter to exclude transfer detector handoffs with no response.
Teams Recontact Count (24/72 Hours) – Count of resolved sessions where the Customer subsequently contacted a human Agent.
Recontact Rate of Resolutions (24/72 Hours) – Recontact rate with resolved sessions as the denominator.
Resolution Rate without Recontact (24/72 Hours) – Resolution rate excluding sessions that led to a recontact.

Gladly AI Sessions report CSV downloads remain unchanged, however recontact data is now inclusive of recontacts for Gladly Team sessions.

Deep Links for Individual Gladly AI Reviews

Review items on the Reviews page now have shareable deep links. Click the link icon on any review row to copy a URL that takes recipients directly to that specific review.

Dark Mode Now Available

Designed for Agents pulling long hours or late-night shifts, Dark Mode reduces eye strain and helps maintain focus with a sleek, low-light interface. All organizations default to Light Mode, but Agents can switch to Dark Mode anytime from their Profile settings.

Install Custom Apps Directly from Admin Settings

Admins can now install Custom Apps directly from the Apps page by uploading a ZIP archive, with clear validation messages and resolution guidance. Access it from App Developer Tools → Apps.

We've also added dedicated configuration forms for the following apps to simplify setup.

Aftership
BigCommerce
Magento
Ordergroove
Recharge
Recurly
Yotpo

Note that newly installed apps won't appear in the list until they're configured.

Loading Indicators for App Actions Tables

Custom Actions and App Actions lists now show loading placeholders for the Last Run and Success Rate columns while data is loading.

Test Your AI at Scale with Simulations

We’re getting ready to launch Simulations, a new way to validate AI configurations before it reaches Customers. Define Conversation scenarios in plain language, or let AI generate them for you, and run the entire suite with one click. Stay tuned!

Chat Widget Header Not Visible on Mobile

Fixed – The Chat widget header wasn't visible on mobile when opening the widget from the minimized icon. The header now displays correctly.

Custom App Logs Timing Out

Fixed – The Custom App logs page could time out with a server error when loading runs with many associated Conversations. Logs now load faster and more reliably.

Action Adapter Logs Failing to Load

Fixed – The Action Adapter logs page could fail to load for adapters with many runs due to database query timeouts. Logs now load reliably regardless of run volume.

Guide Navigation Order Incorrect in Inspect Summary

Fixed – The Conversation Review panel could show Guide and section navigation rows in the wrong order when the first section of a turn ran an action without generating a response before switching Guides. The navigation breadcrumb now correctly reflects the actual order in which AI assessed the steps within a Guide.

IVR Audio Issues with English Language Nodes

Fixed – Message and Menu Nodes in the IVR using English as the language could trigger a configuration warning with our telephony provider, potentially resulting in audio issues. English language defaults now resolve correctly.

Agent Summary Report Missing Time Data for Unchanged States

Fixed – The Agent Summary report could show missing availability, away, active, and focus time data per Channel when an Agent remained in the same state for the entire reporting window. The report now correctly calculates time even when no state changes occurred during the selected time range.

Facebook and Instagram Messages Failing After Re-Authentication

Fixed – Outbound messages on Facebook Messenger and Instagram could fail with delivery errors after re-authenticating a social Channel. The system now correctly refreshes the OAuth token during re-authentication.

RESOURCE

What is Agentic Commerce – And Why It's Not Just About Shopping Agents

Customers are using ChatGPT, Perplexity, and Google to discover, compare, and buy. Some of them are completing purchases without ever visiting a brand's website.

But if you stop there, you're seeing one layer of a much bigger shift.

EVENT

Gladly Connect live 2026 – A Handful of Seats left. Registration closes next week

This isn’t a vision talk. It’s how teams are actually operating now – what’s working, what’s changed, and where AI is delivering real business impact.

Across two days, hear how leaders are rethinking org design, scaling AI without losing context, and turning service into a growth lever – not just a cost center.

We’ll close with what’s coming next: how AI is reshaping discovery, buying journeys, and the role of CX in the business.

Featuring leaders from StockX, The Black Tux, Ollie, Crate & Barrel, Condé Nast, and more.

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.

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 referral to receive up to $2,000! Visit the Refer-A-Friend program to learn how.

April 15, 2026

Manage Quality Checks at the Guide Level

Admins and Team Managers can now control which quality checks are applied per Guide. Open a Guide, scroll to the bottom, and click "+ Manage Quality Checks" to toggle individual checks on or off. If a Guide uses a Knowledge Sources action, the toggle menu will flag that turning off the "Implied mutation" and "Invalid phrases" checks is recommended.

Duplicate Chat Configurations

A new "Duplicate” option is available in the Chat configuration menu. Select it, enter a new Chat name, and Gladly creates a copy with the full configuration – colors, theme, quick actions, onboarding messages, office hours, and all other settings. Useful when you need a near-identical configuration and want to tweak only what differs.

Duplicate Existing Answers

Spin up a copy of an existing Answer in one click. The Answer editor opens pre-populated with all original content, including Languages and Audiences, with "(copy)" appended to the name. A quick way to build on existing Answers without starting from scratch.

Deep Links for Algorithm Component Cards in Conversation Review

The Conversation Review panel updates the page URL when you expand an algorithm component card, allowing Admins to easily copy and share a direct link to a specific component. Previously, deep links were only available from the Reviews page.

New Voice Controls Available to Admins

Admins can now manage key Voice settings directly, without filing a Support ticket.

Voice Summaries & Transcriptions – Toggle on or off under Settings → Conversation Workflow.
Call Recordings – Toggle on or off per phone number under Settings → Channels → Voice.
Caller ID Display – View the Caller ID (if different from the endpoint address) for each phone number under Settings → Channels → Voice.

Agent Name Attributes for SSO Just-In-Time Provisioning

Configure which SAML attributes are used to set an Agent's display name during SSO JIT (Just-In-Time) provisioning. Under Settings → Security and Compliance → Single Sign-On, a new "Agent Name Attributes" field lets you specify the attribute keys (e.g., FirstName, LastName) that your Identity Provider sends.

These values are combined to form the Agent's name automatically. If left empty, Gladly tries common attribute names and standard SAML formats.

Heads Up: Possible Duplicate Customer Profile Events During This Week’s Release

As part of improvements to how Customer Profile events are handled under the hood, there's a small chance you may see duplicate webhooks and event-bridge events for CUSTOMER_PROFILE/CREATED and CUSTOMER_PROFILE/DELETED during our weekly release window (Wednesdays, ~10:30–11:10 PM Pacific).

If you've built integrations that rely on these events, please make sure they can safely handle duplicates without triggering unintended downstream effects.

We're bringing Dark Mode to Gladly

We are excited to introduce Dark Mode to the Gladly Team Agent Desktop! Designed for those pulling long hours or late-night shifts, this feature reduces eye strain and helps maintain focus by providing a sleek, low-light interface.

Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.

Same-Site Links Opening in New Tabs

Fixed – Links to pages within the same site were opening in a new tab instead of the current tab. Same-site links now open in place, while external links continue to open in a new tab.

Shipping Status Incorrectly Masked as Sensitive Data

Fixed – Fields like "shippingStatus" were being masked because the system detected "pin" within the word "shipping." Fields containing "pin" as part of a longer word now display their actual values.

Guide Showing as "Unknown" in Inspect Summary for Immediate Handoffs

Fixed – When a Guide handed off at its very first section, the Inspect Summary within the Conversation Review panel displayed "Unknown" as the Guide name. The correct Guide name and section now appear.

Entry Point Update Errors for Unpublished IVR Nodes

Fixed – Updating Entry Point connections could fail when an IVR had an unpublished draft with incomplete node configurations. Entry Point updates now reference the latest published IVR version instead of the draft.

Users with Limited Permissions Unexpectedly Logged Out

Fixed – Users with only Liveboards or Answers permissions were being logged out shortly after signing in. Sessions now persist correctly regardless of permission scope.

Email Replies Creating New Conversations When HTML Is Stripped

Fixed – Email replies that strip HTML formatting were creating new Conversations instead of threading back to the original. Threading now works reliably for plain-text replies as well.

RESOURCE

What Shoptalk Spring 2026 Revealed About Retail's AI Moment

Gladly attended Shoptalk Spring 2026. Here's what the AI conversation in retail sounds like.

RESOURCE

3 Critical Moments for Customer Loyalty in the Age of AI Shopping Agents

When AI shopping agents handle purchases, customer loyalty depends on three critical moments. Here's what earns repeat business and builds trust.

EVENT

Gladly Connect live 2026 — A Handful of Seats left. Registration closes April 30.

Two days on real execution: How leading brands are deploying AI now, redesigning teams, and proving impact beyond deflection – across efficiency and customer value.

Final morning: What’s next – agentic commerce, new discovery surfaces, and the leadership decisions shaping the next era of CX.

Featuring leaders from StockX, The Black Tux, Ollie, Crate & Barrel, Condé Nast, and more.

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion

April 8, 2026

Version Control for Gladly Agents

Every save to a Gladly Agent creates a new version that doesn't go live until you explicitly deploy it.

Test before deploying – Run simulations against saved versions to validate behavior before Customers see it.
Roll back in one click – Revert to any previous version instantly.
Full audit trail – Every version is timestamped and preserved.

Pronunciation Dictionary for Voice AI

Admins can teach Gladly AI how to correctly pronounce brand names, product names, and industry-specific terms.

Add words to the Pronunciation Dictionary under Channels → Voice → Voice AI, enter the phonetic spelling, and preview how the AI will say it before saving. The dictionary applies globally across all automation-enabled phone numbers.

Search and Filter on the Reviews Page

The Reviews page now includes a search bar and dropdown filters to sort by ratings. Find specific feedback faster, filter by thumbs up or thumbs down ratings, and sort by date or reviewer to spot patterns across your Gladly AI Conversation reviews.

Consistent Email Formatting for Gladly AI Responses

Responses generated by Gladly AI on the Email Channel now follow a consistent structure: Greeting, Body, and Signature. As a reminder, the signature is configurable within the Basics tile under your Gladly Agent settings.

We're bringing Dark Mode to Gladly

Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.

Invisible Send Button in Chat Widget with Light Brand Colors

Fixed — The send and attachment button icons in the Chat widget could become invisible when the configured brand color was white or near-white. The widget now detects low-contrast colors and falls back to a visible default.

Handoff Summaries Showing Proposed Responses Not Actually Sent

Fixed — Handoff summaries included proposed responses that were never sent to Customers, giving Agents incorrect context. Summaries now reflect only the actions Gladly AI actually took.

"View Logs" Links Not Filtering Correctly from Review Panel

Fixed — "View logs" links from the Conversation Review panel weren't filtering correctly by Conversation and date when navigating to the App Platform or Custom Action runs pages. Links now apply the correct filters.

Unfulfilled Action Quality Check Not Triggering Correctly

Fixed — The Unfulfilled Action quality check would not trigger if a related action had occurred earlier in the Conversation, even if no supporting action happened in the current turn. The check now correctly evaluates against the current turn only.

Detailed Logging Not Capturing App Platform Data Pulls

Fixed — Detailed logs for App Platform data pulls were not being recorded when detailed logging was enabled. Logs now capture correctly.

Delete Button on Automatic Topics Difficult to Click

Fixed — The delete button on the Automatic Topics page was sometimes difficult to click, requiring multiple attempts. The button is now fully visible and reliably clickable.

Inconsistent Row Highlighting on Connect Entry Points Page

Fixed — Only alternating rows would highlight on hover on the Connect Entry Points page. All rows now highlight consistently.

EVENT

TOMORROW: Get the Latest on Everything Coming to Gladly

A lot has changed — and even more is on the way.

Join Austin Reece, Senior Director of Product at Gladly, and Nidhi Nair, Sr. Manager of Product Marketing, tomorrow at 11 AM PT for a live roadmap session covering what we’ve shipped, what’s coming next, and where we’re investing across 2026.

You’ll also have the chance to ask your questions live.

EVENT

Seats are Almost Gone. Here’s What’s Waiting for You in Atlanta

Two days grounded in real-world execution — how leading brands are deploying AI, redesigning teams, and proving impact beyond deflection.

Followed by a closing morning focused on what’s next: agentic commerce, new discovery surfaces, and the leadership decisions shaping the next era of CX.

Featuring leaders from StockX, The Black Tux, Ollie, Crate & Barrel, Condé Nast, and more.

Final seats are filling now.

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion

April 1, 2026

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.

We're bringing Dark Mode to Gladly

Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.

Gladly Improvement Opportunities Dashboard Showed Low Session Counts

Fixed – The first day of a selected date range on the Gladly Improvement Opportunities dashboard could show lower-than-expected session counts due to a timezone conversion issue. Date filtering now applies consistently across the full range.

Order Lookup Failures for Email Conversations

Fixed – AI-powered order lookup actions were failing for some Customers reaching out via Email. Lookups now complete correctly across all Channels.

Voice AI Recording Ended Early

Fixed – In rare cases, a Voice AI recording would stop before the AI interaction had fully ended. Recordings now capture the complete interaction.

Admin Scheduling Forms Crashed on Date Selection

Fixed – Selecting certain dates in Admin scheduling forms (Proactive SMS, Email, Voice, and IVR schedules) caused the page to crash with a white screen. Date selection now works correctly.

EVENT

Gladly Roadmap Webinar

A lot has changed in Gladly. New capabilities are live, more are on the way, and we want to walk you through all of it. Join Austin Reece, VP of Product, on Thursday, April 9 at 11 AM PT for a live roadmap session. He'll cover what we've shipped recently, where we're investing for the rest of 2026, and he'll take your questions live.

This is the fastest way to get caught up on everything coming to the platform. Can't join live? Register and we'll send you the recording.

EVENT

Seats are filling. Here's What's Waiting for You in Atlanta

Two days of deployment reality from practitioners who've done it. A closing morning that zooms out to what's coming next. CTOs, CDOs, and CX leaders from StockX, The Black Tux, Ollie, Crate & Barrel, Condé Nast, and more.

RESOURCE

5 Ways AI Shopping Agents Raise the Stakes for Customer Loyalty

By 2030, AI shopping agents could handle $385 billion in U.S. ecommerce sales. That's as much as 20% of the entire market, according to projections.

When AI agents handle product discovery, price comparison, and purchase execution, what's left to differentiate your brand?

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion