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August 28, 2025
What’s Shipped
Features and updates released to Production
Sidekick Can Now Reference More Answers per Response
Sidekick can reference up to 10 Answers (previously 3) per Audience or Language when responding to customer inquiries. This means each lookup pulls from a broader pool of information, helping Sidekick deliver more relevant responses and drive higher resolution rates.
New Answers Performance Tile on Guides Performance Page
The Guides performance page within Journeys now includes an Answers performance tile, providing a direct link to the Answers performance page. This allows for easier access to Answer insights—especially helpful for organizations without a dedicated Answers Guide.
Improved Conversation Handling After Customer Merge
We’ve improved workflows for merging Customer Profiles. When profiles are combined in Agent Desktop, updated Customer Profile information will also display within the Sidekick Conversation page, maintaining a complete conversation history for Admins and Team Managers to review.
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New Agent Message Measures in Insight Builder
To improve visibility into AI and Agent collaboration, we’ve added two new metrics in Insight Builder for Analyst users. These fields are available in the Conversation Metrics Explore:
Agent Sent Message (Y/N): A yes/no flag indicating whether an Agent sent a message at any point during a Conversation.
Total Count of Agent Messages Sent: The total number of Agent messages sent within a Conversation.
These metrics help managers analyze trends in Agent intervention and AI performance.
Updated Sidekick Terminology in Insight Builder
We’ve refreshed metric labels in Insight Builder to make Sidekick’s impact on billing and reporting easier to understand.
Conversations where Sidekick starts helping a Customer but hands off to an Agent are now clearly labeled Sidekick Assists (Hand-offs).
Previously, “Assist” covered both hand-offs and resolutions.
You’ll find these updated labels in the Conversation Metrics Explore, giving you more precise insights into how Sidekick supports your team.
Updated Labels in Ordergroove Admin Page
We’ve streamlined the Ordergroove Admin page to improve clarity and consistency. The following labels have been updated:
Ordergroove API User Token → Ordergroove API User Hash
Ordergroove Hash Key → Storefront API Key
What’s Coming
Coming soon to Sandbox and product news
New Sub-processor for Enhanced Voice AI Performance
OpenRouter provides unified access to high speed AI inference providers allowing us to accelerate the processing of Large Language Models (LLMs) and other machine learning workloads. We use OpenRouter as a sub-processor to enable faster and more efficient execution of AI models in our Sidekick Voice service.
[Coming Soon] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Resolved Issues
Issues and bugs we squashed
Conversations Improperly Transitioned to ‘Waiting’ Status
Fixed – Conversations will remain ‘Open’ after a call has ended if there are ongoing Contacts. An additional check for active Contacts has been added to ensure the Conversation remains in the appropriate status at call completion.
Don’t Miss Out
Events, notices, and Gladly news
RESOURCE
Best-in-Class Conversational AI, Real-World Results
Sidekick Voice now delivers personalized, generative AI responses in under 4 seconds. The result: zero hold times, natural back-and-forth with customers, and seamless handoffs to agents with full context. See how it works and secure your priority access before slots fill up.
RESOURCE
Agentic AI Explained – From Response to Resolution
Instead of simply responding, today’s AI can now act: completing tasks, resolving issues, and closing the loop. Learn how Gladly's Agentic AI elevates customer service from “just talk” to “done.” Explore real-world shifts in support workflows and discover how to bring autonomous execution into your CX strategy.
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.
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.
August 21, 2025
What’s Coming
Coming soon to Sandbox and product news
New Sub-processor for Enhanced Voice AI Performance
Groq provides high-performance AI inference hardware and software designed to accelerate large language models and machine learning workloads. We use Groq as a sub-processor to power faster, more efficient execution of AI models within our Sidekick Voice service, improving responsiveness and overall performance.
[Coming Soon] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Don’t Miss Out
Events, notices, and Gladly news
RESOURCE
Best-in-Class Conversational AI, Real-World Results
Sidekick Voice now delivers personalized, generative AI responses in under 4 seconds. The result: zero hold times, natural back-and-forth with customers, and seamless handoffs to agents with full context. See how it works and secure your priority access before slots fill up.
RESOURCE
Agentic AI Explained – From Response to Resolution
Instead of simply responding, today’s AI can now act: completing tasks, resolving issues, and closing the loop. Learn how Gladly's Agentic AI elevates customer service from “just talk” to “done.” Explore real-world shifts in support workflows and discover how to bring autonomous execution into your CX strategy.
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.
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.
August 14, 2025
What’s Shipped
Features and updates released to Production
Improved Discovery for Focus Time Reporting in Insight Builder
We've relabeled the event type field in the Agent Events Explore to be called "Agent Availability/ Status Type" to make it easier for Insight Builder users to find events that correspond to Agent statuses, including the new events that correspond to the use of Focus Time.
These are the values that appear in the "Agent Availability/ Status Type" field:
AGENT_STATUS/LOGGED_IN
AGENT_STATUS/LOGGED_OUT
AGENT_STATUS/WENT_AWAY
AGENT_STATUS/RETURNED_FROM_AWAY
AGENT_STATUS/CHANGED_ACTIVE_REASON
AGENT_AVAILABILITY/UPDATED
AGENT_AVAILABILITY/FOCUS_ENTERED
AGENT_AVAILABILITY/FOCUS_EXITED
LoopReturns Is Now on App Platform
This week, we’re releasing the LoopReturns OOTB app on App Platform and migrating the existing LoopReturns integration to the App Platform.
If you have an existing LoopReturns integration:
The functionality of your LoopReturns integration will not change, and you won't need to take any action.
LoopReturns will move from being managed in the Gladly UI to a public app configured using our appcfg tool.
The LoopReturns flexible card in the Customer Profile will also be updated to an external app Card.
If you want to integrate with LoopReturns: You can now set it up as a public app configured through our appcfg tool tool.
By leveraging the App Platform’s infrastructure, this upgrade provides easier access to logs and enables faster, more flexible feature development for the LoopReturns app.
Enhanced Sidekick Access for Answers Administrators
Users assigned the Answers Administrator role can now view the Journeys page to view recommended Answers, edit recommended ones, and add them to the Answers knowledge base.
What’s Coming
Coming soon to Sandbox and product news
New Sub-processor for Enhanced Voice AI Performance
Groq provides high-performance AI inference hardware and software designed to accelerate large language models and machine learning workloads. We use Groq as a sub-processor to power faster, more efficient execution of AI models within our Sidekick Voice service, improving responsiveness and overall performance.
[Coming Soon] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Resolved Issues
Issues and bugs we squashed
Unable To Upload Proactive Email Recipients
Fixed – Uploading a recipient list failed for a Proactive Email Campaign due to an error involving an extra space in the email header.
Screen Reader Not Focused on Glad App
Fixed – Screen readers couldn’t keep Glad App Chat elements in focus while the widget is open per ADA requirement.
Don’t Miss Out
Events, notices, and Gladly news
RESOURCE
Agentic AI Explained – From Response to Resolution
Instead of simply responding, today’s AI can now act: completing tasks, resolving issues, and closing the loop. Learn how Gladly's Agentic AI elevates customer service from “just talk” to “done.” Explore real-world shifts in support workflows and discover how to bring autonomous execution into your CX strategy.
PRODUCT
Sidekick Guide Performance Detail Report
In case you missed it, the new Sidekick Guide Performance Detail report provides a granular view of every Contact where Sidekick attempted to engage with a Customer using a Guide. It includes key details such as which Guide Sidekick leveraged, the number of total messages sent by Sidekick, and the overall context of the interaction—offering deeper insights into Sidekick’s performance at the Contact level.
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.
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.
August 7, 2025
What’s Shipped
Features and updates released to Production
New! Sidekick Guides Performance Detail Report
The Sidekick Guides Performance Detail report provides a granular view of every Contact where Sidekick attempted to engage with a Customer using a Guide. It includes key details such as which Guide Sidekick leveraged, the number of total messages sent by Sidekick, and the overall context of the conversation—offering deeper insights into Sidekick’s performance at the Contact level.
Smarter ‘Guide’ and ‘Answer’ Filters within Sidekick Conversations Page
‘Guide’ and ‘Answer’ filters on the Sidekick Conversations page are now sorted alphabetically for quicker selection. In addition, the ‘Answer’ dropdown includes a search function, making it faster to find the content you need.
Improved Sidekick Tester Experience
We’ve enhanced the Sidekick tester to make it more user-friendly, and impactful. The updated tester now supports message history, so you can more effectively validate and refine your Guides. Access remains available through the ‘Test’ button within the Guides interface.
What’s Coming
Coming soon to Sandbox and product news
New Sub-processor for Enhanced Data Orchestration
We’ve added Airbyte as a new sub-processor to support data orchestration. Airbyte will be used to populate merchant-related product information into Gladly’s CRM. This enables our sales, support, and other internal teams to access more complete and up-to-date data, improving the service and value we provide to Customers.
New Sub-processor for Enhanced Voice AI Performance
Groq provides high-performance AI inference hardware and software designed to accelerate large language models and machine learning workloads. We use Groq as a sub-processor to power faster, more efficient execution of AI models within our Sidekick Voice service, improving responsiveness and overall performance.
[Coming Soon] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Don’t Miss Out
Events, notices, and Gladly news
RESOURCE
The 6 Levels of AI in Customer Experience
From simple automations to advanced decision-making, this guide breaks down the six levels of AI maturity shaping modern CX. See real examples of each stage—like static automation, agentic AI, and adaptive AI—and learn how to align your AI strategy with where you are today and where you're headed.
RESOURCE
Get Started with Sidekick Guides Overview Video
Learn how to set your Sidekick Guides up for success with our quick-start tutorial. This overview walks you through the core components of Guides, covers the basics of setup, and shares best practices to keep in mind as you build and refine your experience.
PRODUCT
New Sidekick Guides and Answers Performance Dashboard
In case you missed it, we've introduced a new dashboard that captures Guide and Answers performance data in a single view. Admins and Team Managers can use this dashboard to identify opportunities where Guide or Answers content can be improved in order to maximize Sidekick’s potential.
Since this new view offers broader insights across both Answers and Guides, it will take the place of the old Sidekick Answer Performance dashboard.
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.
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.