August Releases

August 7, 2025

Overview of features and updates released to production in a project.

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.

Announcement of upcoming features and product news for Sandbox users.

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.

Announcement for upcoming events, notices, and news updates for the community.

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.

Assess your AI Maturity

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

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