--- title: "August Releases" slug: "august-2025-releases" updated: 2025-10-08T20:25:37Z published: 2025-10-08T20:25:37Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # August Releases ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(119).png) ## August 28, 2025 ### What’s Shipped **Features and updates released to Production** **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **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](https://help.gladly.com/docs/journeys-for-guides) within Journeys now includes an Answers performance tile, providing a direct link to the [Answers performance page](https://help.gladly.com/docs/answers-performance-overview). This allows for easier access to Answer insights—especially helpful for organizations without a dedicated Answers Guide. ![Overview of customer inquiries, resolutions, and performance metrics for guides.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Screenshot 2025-08-27 at 1.05.16 PM.jpg) **Improved Conversation Handling After Customer Merge** We’ve improved workflows for merging [Customer Profiles](/docs/customer-profiles). When profiles are combined in Agent Desktop, updated Customer Profile information will also display within the [Sidekick Conversation page](https://help.gladly.com/docs/sidekick-conversations-page-overview?highlight=sidekick%20conversation%20page), maintaining a complete conversation history for Admins and Team Managers to review. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Analyst release tag(1).png)** **New Agent Message Measures in Insight Builder** To improve visibility into AI and Agent collaboration, we’ve added two new metrics in [Insight Builder](https://help.gladly.com/docs/what-is-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](https://help.gladly.com/docs/what-is-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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **Updated Labels in Ordergroove Admin Page** We’ve streamlined the [Ordergroove Admin page](https://help.gladly.com/docs/set-up-ordergroove-integration) 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](https://openrouter.ai/) 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] “Chat” Renamed to “Chat”** To better reflect its function and improve clarity, Chat 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’](https://help.gladly.com/docs/conversation-status-new-open-waiting-closed?highlight=conversation%20status#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](https://help.gladly.com/docs/what-is-sidekick-voice) and secure your priority access before slots fill up. [Join the Priority List](https://site.gladly.com/Parent-2025-06-Demo-Request-Sidekick-Voice-Interest_Customer-Form-Page.html?utm_source=marketo&utm_medium=email&utm_campaign=parent-2025-06-demo-request-sidekick-voice-interest-demandg&utm_content=release-notes) **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. [Explore Agentic AI](https://www.gladly.ai/blog/agentic-ai-101/?utm_source=marketo&utm_medium=email&utm_campaign=demandg&utm_content=release-notes) **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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320). ## August 21, 2025 ### What’s Coming **Coming soon to Sandbox and product news** **New Sub-processor for Enhanced Voice AI Performance** [Groq](https://groq.com) 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] “Chat” Renamed to “Chat”** To better reflect its function and improve clarity, Chat 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](https://help.gladly.com/docs/what-is-sidekick-voice) and secure your priority access before slots fill up. [Join the Priority List](https://site.gladly.com/Parent-2025-06-Demo-Request-Sidekick-Voice-Interest_Customer-Form-Page.html?utm_source=marketo&utm_medium=email&utm_campaign=parent-2025-06-demo-request-sidekick-voice-interest-demandg&utm_content=release-notes) **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. [Explore Agentic AI](https://www.gladly.ai/blog/agentic-ai-101/?utm_source=marketo&utm_medium=email&utm_campaign=demandg&utm_content=release-notes) **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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320). --- ## August 14, 2025 ### What’s Shipped **Features and updates released to Production** **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Analyst release tag(1).png)** **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. ![Filters applied for agent events, including agent type and event source criteria.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/focus reporting insight builder.png) 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 **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **LoopReturns Is Now on App Platform** This week, we’re releasing the [LoopReturns](https://help.gladly.com/docs/set-up-loop-returns-integration) 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](https://help.gladly.com/developer-tutorials/docs/about-appcf). - The LoopReturns flexible card in the Customer Profile will also be updated to an external app [Card](https://help.gladly.com/developer-tutorials/docs/card-language-reference). 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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Enhanced Sidekick Access for Answers Administrators** Users assigned the [Answers Administrator](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) 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](https://groq.com) 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] “Chat” Renamed to “Chat”** To better reflect its function and improve clarity, Chat 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 Chat** Fixed – Screen readers couldn’t keep Chat 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. [Explore Agentic AI](https://www.gladly.ai/blog/agentic-ai-101/?utm_source=marketo&utm_medium=email&utm_campaign=demandg&utm_content=release-notes) **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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320). --- ## August 7, 2025 ### What’s Shipped **Features and updates released to Production** **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **New! Sidekick Guides Performance Detail Report** The [Sidekick Guides Performance Detail](https://help.gladly.com/docs/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](https://help.gladly.com/docs/sidekick-conversations-page-overview) 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](https://help.gladly.com/docs/answer-threads-interface-overview#guide-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](https://groq.com) 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] “Chat” Renamed to “Chat”** To better reflect its function and improve clarity, Chat 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. [Assess your AI Maturity](https://cdn.sanity.io/files/ny21dgz6/production/f92ee87be4a9f305f1025d06f89db81e0ea7c2fd.pdf?utm_source=marketo&utm_medium=email&utm_campaign=parent-2025-07-content-ai-maturity-guide-demandg&utm_content=release-notes) **RESOURCE** **Get Started with Sidekick Guides Overview Video** Learn how to set your Sidekick Guides up for success with our [quick-start tutorial](https://gladly.wistia.com/medias/ob8eccvvi4). 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](https://help.gladly.com/docs/sidekick-guides-and-answers-performance-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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320).