April Releases
  • 27 Apr 2022
  • 12 Minutes To Read
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April Releases

  • PDF

April 26, 2022

What's Shipped

Purchase Voice and SMS Phone Numbers in Gladly

You can now purchase and configure SMS and Voice phone numbers directly in Gladly without needing to work with Gladly Support or requiring Services hours. Upon purchasing a number, simply follow the step-by-step walkthrough that’ll guide you in configuring the number for SMS or Voice use.


Select Default ‘From’ Email Address

When manually creating a new Customer Profile and sending an email, the From email address will no longer auto-populate to allow Agents to ensure they are sending the email using the appropriate From address. Clicking Select a from address allows Agents to choose which email address the email should come from.

select a from address

If an Agent attempts to send an email from an existing Conversation in an Inbox that doesn't have a default From address, they’ll be required to manually select the From address if they’re sending the email for the first time. Otherwise, the From address will show the default address for the Inbox or the last From address used on the first email.


Gladly + Smile.io

Connecting to the world's largest loyalty platform to give heroes deeper Customer insights. With the Smile integration, Agents will have an even more complete picture of the Customer as information like the number of loyalty points, referral link, and VIP tier will be included in their Gladly Customer Profile.


Gladly + ReturnLogic

Making managing returns a breeze for Agents. With Gladly’s integration with ReturnLogic, Agents can now access Customer returns information inside of Gladly, embed a live chat to the returns center, and easily answer returns questions about sizing, recommendations, and other upsell opportunities.


What's Coming

Multiple Browser Tabs Notification

Gladly works best if run on a single Chrome browser tab. Running Gladly on multiple browser tabs — creating duplicate sessions — can cause undesired functional behavior, including skewing reporting data. We’re working on a new Gladly notification that will proactively notify users if duplicate sessions are detected to discourage running Gladly on multiple tabs.


Release Schedule Update

Please note that we are not releasing product updates the week of May 2nd (next week) but will resume normal product updates the week of May 9th.


Resolved Issues

Sidekick Quick Replies API Update – Previously, Quick Replies configured for Sidekick were being ignored if the user was set with the Gladly.setUser API. Using the setUser API resulted in the set message being displayed and allowing the user to type in the composition (input) box. With these changes, if Sidekick is configured to use Quick Replies, the Quick Replies will also be displayed instead of the composition box after using the setUser API.


Don't Miss Out

CONTENT

Receive useful CX content from Gladly

Are you a CX professional or enjoy receiving content related to CX? If so, we encourage you to click the email preference link at the bottom of your release notes email to update your email preference center. Check the box next to the types of CX content you'd like to receive.


PRODUCT

Learn about 'Audiences' for Help Center

While you can create one to many Help Centers, the Audiences feature allows you to curate your Public Answers for Help Center for a particular audience, region, segment, or brand. For example, if you have a US and EU market with a Help Center for each website, then you may use Audiences to curate your Public Answers specific to each region, so your users see relevant content for each Help Center. See the links below to learn more about Audiences:


INTEGRATION

New integration partners

Don’t miss out on recently introduced integrations now available in Gladly.

Qualtrics Integration With Gladly

  • Qualtrics is now available as native integration in Gladly. With Qualtrics, you can create surveys that trigger every time a Conversation is closed in Gladly and even send responses back to Gladly.

Idiomatic Integration With Gladly

  • Idiomatic is now available for use with Gladly. With Idiomatic, you can categorize and quantify sentiments and feedback from Customer Conversations in Gladly. To utilize this integration, you must have an existing Idiomatic account to connect to Gladly.


EVENT

Gladly Connect

Join us on May 17 for Gladly Connect, an excellent opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:

  • Pivot from seeking customers to keeping customers.
  • Increase the lifetime value of your employees.
  • Earn customer loyalty through benevolent, competent service.

Register now




April 19, 2022

What's Shipped

New Settings Homepage

We created a new Settings homepage to better guide Administrators across available configuration options and surface additional support content. This page contains frequently used settings for quick access. We added quick links to release notes, the help site, and the Gladly Academy for additional support. You can return to the homepage by clicking Settings on the top-left corner of the page.

Non-Administrator roles like Team Managers and Developers that have access to the Settings homepage have slightly limited options, including quick links to the release notes, the help site, and the Gladly Academy

Managers Settings landing page

This update does not impact users (e.g., Agents) who do not have access to the Settings page.


Search Away Reasons List

The Away status/reasons list now contains a search field to help Agents quickly find reasons if the Away reason needs to be changed upon returning. The list is also now listed alphabetically.

Agent Status list on the Agent Profile menu is also now listed alphabetically.


What's Coming

Purchase Voice and SMS Phone Numbers in Gladly

Purchase and configure SMS and Voice phone numbers without working with Gladly Support or Services. While some of you already have access to this feature and the help docs are published, it will be generally available in the coming weeks. Stay tuned!


Release Schedule Update

Please note that we are not releasing product updates the week of May 2nd but will resume regular product updates the week of May 9th.


Resolved Issues

Invalid Public Answer Link – Public Answers that have since been deleted but not reindexed by search engines brought the user to an error page. From now on, we’ll redirect users to the Help Center’s homepage instead of an error page if the Public Answer no longer exists.

Sidekick Icon Disappears Outside Office Hours – We fixed a bug that sometimes caused Sidekick to disappear outside the configured office hours.

Self-Service Handoff Not Appearing – A bug previously prevented Self-Service Handoff from detecting the Public Answers a Customer viewed before starting a chat request. This is now fixed.

Duplicate Chat Responses – We fixed an issue that caused chat auto-responses to appear twice if the Customer sent an attachment as part of their first chat message.


Don't Miss Out

ACADEMY

Help Center Best Practices Featuring Chegg

Are you currently using Help Center or thinking about using it to help your customers self-serve? Come and learn how Chegg — with over nine Help Centers — utilizes Help Center today to encourage self-service and proactively provide tons of great information to their users without consulting with an Agent. Join the session on April 26 at 10 AM PT and learn tips and best practices.

Register now


EVENT

Gladly Connect

Join us on May 17 for Gladly Connect, an excellent opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:

  • Pivot from seeking customers to keeping customers.
  • Increase the lifetime value of your employees.
  • Earn customer loyalty through benevolent, competent service.

Register now




April 12, 2022

What's Shipped

Conversation Timeline Event Timestamps

Did you know that you can see an event's date and time simply by hovering over the date/time on the Conversation Timeline? We’re making this feature more prominent by changing the mouse arrow to a pointer icon when hovering over the date/time.


Edit Shopify Notes

The Notes field in Shopify is typically used to include additional information about an order. But until today, you had to go to Shopify to see and edit them. This week in Production, not only can you see Shopify Notes in the Conversation Timeline, but you can also edit the note through the new Edit Notes button in the Customer Profile. Upon editing an existing order note, clicking Update Order Notes  updates the order notes in Shopify and posts the update in the Conversation Timeline.


Simplified Menu Structure, New Channels Page, and Updated Settings Options

This week in Production, you’ll notice a simplified but enhanced main menu drawer. And as part of our efforts to consolidate all Gladly settings, you’ll see several updates to the Settings page. Please review the list of updates below and the images to compare the previous and updated UI.

 

Tip - Click the image to zoom in.
  • Removed the Channels page from the redesigned main menu drawer. The new Entry Points page under the Orchestration category now contains Channel Entry Point settings. Entry Points Settings page houses all Channel-specific Entry Point settings (e.g., Entry Point SLA settings, Inbox, etc.) that were on the Channels page.

    PreviouslyPresent
  • The new Conversation Workflow Settings page now houses all Channel-specific configurations (e.g., capacity settings, after-call work settings, etc.) that were formerly on the Channels page.

    PreviouslyPresent
  • Removed the Proactive Chat Settings page and moved relevant settings to the new Settings option on the Proactive Chat page.

    PreviouslyPresent
  • Phone Number settings is now Voice.
  • The Developer Tools category in the Settings page is now called App Developer Tools.

And with the changes mentioned above, More Settings is now called Settings.

PreviouslyPresent


What's Coming

Purchase Voice and SMS Phone Number in Gladly

Purchase and configure SMS and Voice phone numbers without working with Gladly Support or needing Services hours. While some customers already have access to this feature and the help docs are published, it will be generally available in the coming weeks. Stay tuned!


Resolved Issues

Unable to Add More Than 75 Answers – Although you can have up to 1,000 Answers in Help Center, a bug prevented adding more than 75 Answers to Sections. This is now fixed.

Incorrect Placement of Task Comment – We resolved an issue that incorrectly made the Task comment field the default field when attempting to assign a Task to a different Agent.

Missing Answers ‘Audiences’ Label – A bug caused the Audiences label to disappear on the Answers Settings page. This is now fixed.


Don't Miss Out


INTEGRATIONS

AWS EventBridge

Stream Gladly events — in real-time — to EventBridge through Gladly’s native integration with AWS EventBridge. Use this integration to design your own rules, create custom workflows, and more!


ACADEMY

Help Center Best Practices Featuring Chegg

Are you currently using Help Center or thinking about using it to help your customers self-serve? Come and learn how Chegg — with over nine Help Centers — utilizes Help Center today to encourage self-service and proactively provide tons of great information to their users without consulting with an Agent. Join the session on April 26 at 10 AM PT and learn tips and best practices.

Register now


PODCAST

Radically Personal Podcast

Check out our latest episode of the Radically Personal podcast featuring Danny Cox, Vice President of Guest Experiences of Breeze Airways, and hear Danny talk about merging technology with kindness and just what it means to be a ‘voiceless’ contact center.


EVENT

Gladly Connect

Join us on May 17 for Gladly Connect, an excellent opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:

  • Pivot from seeking customers to keeping customers.
  • Increase the lifetime value of your employees.
  • Earn customer loyalty through benevolent, competent service.

Register now




April 5, 2022

What's Shipped

New ‘Twitter Direct Messages’ Settings Page

Twitter Direct Messages now has its own page under the Channels category on the Settings page. Here, you’ll see Twitter accounts you have connected to Gladly, plus the option to connect additional accounts.


Faster Way To Sort and Activate/Deactivate Rules

We enhanced the Rules Settings page, so it takes one less click to update a Rule’s sort order or activate/deactivate a Rule.

Drag and Drop

  • Drag and drop Rules to quickly change how Rules are sorted. The Rule on top of the list is “1” in the sort order.
    dragging_rules

Toggle


What's Coming

Simplified Menu Structure, New Channels Page, and Updated Settings Options

Soon, you’ll notice a simplified but enhanced main menu drawer. And as part of our efforts to consolidate all Gladly settings, we’re making the following changes to the Settings page which you can review in Sandbox.

Tip - Click the image to zoom in.
  • Remove the Channels page from the redesigned main menu drawer. The new Entry Points page under the Orchestration category now contains Channel Entry Point settings. Entry Points Settings page houses all Channel-specific Entry Point settings (e.g., Entry Point SLA settings, Inbox, etc.) currently on the Channels page.

    CurrentComing
  • Introduce the new Conversation Workflow Settings page, which houses all Channel-specific configurations (e.g., capacity settings, after-call work settings, etc.) currently on the Channels page.

    CurrentComing
  • Remove the Proactive Chat Settings page and move relevant options to the new Settings view on the Proactive Chat page.

    CurrentComing
  • Rename Phone Number settings to Voice. While some Administrators already see the Voice option on the Settings page, most still see Phone NumbersThis will soon change to Voice for everyone.
  • The Developer Tools category in the Settings page will change to App Developer Tools.

Ultimately, the changes mentioned above allow us to simplify the main menu drawer and rename More Settings to just Settings.

CurrentComing


Resolved Issues

Liveboards Only Users Automatically Logged Out – We fixed a bug that caused Liveboards Only users to log off automatically.

Duplicate Sidekick Chat Icons – We resolved a bug that caused a custom chat and the default Sidekick chat button to appear at the same time on a webpage.


Don't Miss Out

ACADEMY

Help Center Best Practices Featuring Chegg

Are you currently using Help Center or thinking about using it to help your customers self-serve? Come and learn how Chegg — with over nine Help Centers — utilizes Help Center today to encourage self-service and proactively provide tons of great information to their users without consulting with an Agent. Join the session on April 26 at 10 AM PT and learn tips and best practices.

Register now


EVENT

Gladly Connect

Join us on May 17 for Gladly Connect, a great opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:

  • Pivot from seeking customers to keeping customers.
  • Increase the lifetime value of your employees.
  • Earn customer loyalty through benevolent, competent service.

Register now


ACADEMY

'Build an Effective Training and Onboarding Program' Academy Guide

Have you ever wondered how to build an effective training and onboarding program? Made for those who train or onboard new team members in your company, the new Build an Effective Training and Onboarding Program Academy Guide articulates how Box found success in its training and onboarding program called BoxCamp. Learn the building blocks they used, their content creation process, and more. Walk away with tips and new ideas to improve your own training and onboarding program, or even start your version of BoxCamp! Sign up for a free Academy account if you don't already have one.


ACADEMY

Customer Directory

The Customer Directory is a contact database of mentors who have opted-in to share their information so you can — as a mentee — reach out and learn from CX leaders who are also Gladly Customers. Visit the Customer Directory help doc to learn more and how to gain access to the directory.


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