--- title: "August Releases" slug: "august-2026-releases" updated: 2026-08-12T21:11:02Z published: 2026-08-12T21:11:02Z canonical: "help.gladly.com/august-2026-releases" --- > ## 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 12, 2026 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Shipped Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Collect CSAT Scores Directly through Gladly AI Workflows** A new Workflows template, [“Import SimpleSat Survey,”](/product-docs/docs/workflow-templates#import-simplesat-survey) collects Customer satisfaction scores through SimpleSat without having to build from scratch. - Pre-built, ready to customize – Import your SimpleSat survey as a complete Workflow in a few clicks. The template includes rating questions, follow-up prompts based on score, and response submission, all pre-wired. - Captures feedback at the right moment – Triggered when a Customer goes idle, the survey checks if they still need help before asking for a rating, so feedback collection feels natural and doesn't interrupt an active Conversation. - Routes based on sentiment – Positive ratings close the Session automatically. Lower ratings hand off to an Agent, so your team can follow up while the experience is fresh. **Filter Gladly AI Sessions by Date Range** The [AI Sessions page](/product-docs/docs/ai-sessions-page-overview) has an optional date-range filter. Select a window of up to 30 days to narrow the list to Sessions updated in that period – especially helpful for high-volume organizations where it also speeds up page load. **Workflows Editor: New Built-In Variables and ‘Ask’ Step Labels** Two updates bring more flexibility and clarity to the [Workflows editor](/product-docs/docs/workflows-interface-overview): - New built-in variables – Workflows can now reference the Contact ID, Conversation ID, and Chat onboarding email as built-in variables. - Clearer ‘[Ask’ step](/product-docs/docs/workflow-steps#ask) columns – The 'Ask’ step's choice columns now say "What the Customer sees" and "What gets saved" instead of "Label" and "Value," making it obvious to Workflow authors what displays where. **Gladly AI for Helpdesks: Cross-Link Conversations and Tickets** Two updates make it easier to move between [Gladly and an external helpdesk](/product-docs/docs/what-is-gladly-ai-for-helpdesks): - Conversation-to-ticket linking – Conversations handled by Gladly AI now include a note with the helpdesk ticket the Conversation was handed off to, with a direct link. Find a Conversation from its ticket or a ticket from its Conversation. - Zendesk Conversation ID on handed-off tickets – Zendesk tickets created when Gladly AI hands off a Chat carry the Gladly Conversation ID, so a ticket can be traced back to the Conversation it came from. - The ID appears in the AI summary on the Zendesk ticket, and can be written to a Zendesk custom ticket fields by setting the Gladly Conversation Field ID on the Sunshine Conversations V2 integration. **Self-Healing Responses is Standard Across Gladly Agents** Self-Healing Responses is default behavior across your AI configuration. When a proposed AI response fails a quality check, AI receives feedback from the failed check and regenerates the reply. The new response runs through the full suite of quality checks again – if it passes, it's sent to the Customer; if it still fails, the Conversation hands off to an Agent. Your quality standards stay the same, but now more recoverable Conversations stay with AI. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **Find Tasks Faster with Universal Search** Gladly Team [Search now includes Tasks](https://help.gladly.com/docs/search-to-find-conversations-tasks-customers#filter-your-search-results) alongside Conversations and Customers. Agents can search for Tasks by keyword, filter results to show only Tasks (or only Conversations), and open a Task directly from the search results. No setup required – Task Search is available to all Agents automatically. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **Self-Serve Configuration for Agent Actions and Customer Profile Cards in Gladly Team** Two new Admin Settings are coming to Gladly Team over the next few weeks, giving Admins direct control over parts of the Agent experience that previously required Gladly Support assistance. - Agent Actions in Admin Settings – Expose App Platform actions to Agents directly from Settings → Agent Experience → Agent Actions. Select the app and the configured action to make it available in the + menu in Gladly Team. *Coming to UAT/Sandbox this week.* - Customer Profile card management – Add, remove, and reorder the cards that appear on the Customer Profile from Settings → Agent Experience → Customer Profile. *Coming to UAT/Sandbox soon.* - Changes take effect instantly across all Customer Profiles and only display cards on a profile when the Customer has a value for them. - App Platform cards can also be added from this page, removing another setup that previously required Support. Agent Actions will be available in UAT / Sandbox environments beginning this week. If your organization is interested in gaining access to Agent Actions early, please reach out to your Account Manager or Gladly Support. **Agents Liveboard: Filter and Sort the Working Agents List** Soon, Admins will be able to filter the Agents liveboard by Channel, Agent status, and Focus Time, and sort the Working Agents list by Agent status, number of assigned Conversations, and time in current status. This makes it easier to spot Agents who are at capacity, idle, or in Focus Time too long. If you're interested in getting access to these filtering options early, reach out to your Account Manager or Gladly Support. **Signals: Evaluate AI Session Quality at Scale** Later this month, [Signals](https://help.gladly.com/docs/what-is-signals) will become available to all Gladly AI customers. - Define what matters – Write evaluation criteria in plain English around the things most important to your operation: sentiment, policy adherence, Customer feedback on a new product change, or anything else you want to track. - Run at scale – Evaluate hundreds of Sessions at once and see pass/fail breakdowns, giving you continuous visibility into how your AI is performing at a scale no team could match manually. - Drill into any result – Click into any evaluation result for the full transcript and AI reasoning behind the pass/fail decision. - Monitor and uncover insights – Track AI Sessions and surface Customer insights, directly within Gladly. Signals is included with Gladly AI at no additional charge, subject to fair use limits. **[Early Access] Shopify Product Search for Gladly AI** AI can [search your Shopify catalog](https://help.gladly.com/docs/shopify-product-search-overview) directly so product questions get answered with up-to-date store data. - Real-time catalog data – Product cards with the real image, current price, working link, and true variant and inventory availability, pulled from Shopify on each request. - Semantic, typo-tolerant search – Customers can ask naturally ("Do you have this in size 8?") and Gladly AI matches them to the right products. - Custom fields included – Details that live only in your custom fields – care instructions, dimensions, ingredient lists – are surfaced to Gladly AI so it can answer questions web search can't. - Web search stays in its lane – Product questions use the Shopify catalog; policies, FAQs, and blog content still come through web search. Shopify Product Search isn't a separate add-on – it gives Gladly AI a direct, real-time connection to your Shopify catalog for product questions, alongside the web search and Answers it already uses. To test it early, reach out to Gladly Support to get started. **[Action Required] Contact Summary and Work Sessions Reports: Older Versions Deprecated Soon** We've migrated the [Contact Summary](https://help.gladly.com/docs/contact-summary-v2), and [Work Sessions](https://help.gladly.com/docs/work-sessions-v3) reports to new infrastructure that makes them 2-3x faster! As part of this migration, we will retire older versions of these reports. The following Contact Summary and Work Sessions report versions will be deprecated on **September 2, 2026**: - ContactSummaryReport - WorkSessionEventsReport - WorkSessionEventsReportV2 - WorkSessionEventsReportV3 If your team currently uses any of these versions, please update your integrations to use WorkSessionEventsReportV4 before September 2, 2026 to avoid any disruption. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **Action Run Logs Show Customer Lookup Details** Fixed – Custom action run logs now show which email or phone number was used to find the Customer, alongside a link to the matched Customer Profile. Previously the log showed only an internal ID, making it hard to tell how the Customer was looked up. Older runs are unaffected. **Conversation Review Panel Opens the Correct Item on Voice AI Sessions** Fixed – Clicking a Voice AI response could open the wrong turn in the Inspect Summary in cases where the Customer spoke over AI mid-response. Reviewers now land on exactly the item they clicked. **Empty Signals Criteria Labels No Longer Accepted** Fixed – Criteria labels made entirely of spaces are no longer accepted when saving. Previously they could be stored through the API and offered to the AI as empty options. The label count messages now spell the requirement out – at least two labels, up to five. **Signals Run List Updates Live** Fixed – The Signals run list now updates on its own while a run is in progress. Previously, an active run showed "Running" with no Session count until the page was reloaded, even after the run had finished. **Transfer Conditions No Longer Jump the Page** Fixed – The "When to get more help" tile editor no longer jumps back toward the top of the page when adding or editing a transfer condition in a long list. The view stays where you were, so you no longer have to scroll back down after every change. **AI Voice No Longer Reads Agent Name Aloud** Fixed – On Voice AI (phone) calls, the AI Agent's name was read aloud at the end of its spoken responses. Signatures are no longer appended on Voice AI replies. Written Channels like Chat, SMS, and Email are unaffected. **Full Email Address Search Returns Conversations** Fixed – Agents can now find a Customer's Conversations by searching their full email address. Previously, longer addresses returned the Customer but none of their Conversations, and Agents had to delete the last character to see results. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **PRODUCT** **Reminder: Team Assist Is Available Now** In case you missed it last week, [Team Assist](/product-docs/docs/team-assist-1) – an AI copilot built into the Agent workspace – is live and ready to try. Agents get instant Conversation context, knowledge-grounded answers, and AI-drafted replies they refine and send. It's a paid feature, available for free for a limited time. Contact your Account Manager or Gladly Support to get started. **RESOURCE** **Fortune: The Customer Conversations AI is Making Possible** Gladly chief marketing officer Ali Fazal explains why the AI tools built to avoid customer conversations are enabling the interactions brands could never afford before. [READ MORE](https://fortune.com/brandstudio/gladly/the-customer-conversations-ai-is-making-possible/) **REVIEWS** **You're In Good Company** Love using Gladly? [Share your experience 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) 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](https://apps.shopify.com/gladly) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) to learn how.WorkSessionEventsReportV3 ## August 5, 2026 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Shipped Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Sharper Tools for Workflow Authors** Three updates give Workflow authors more precision when building and maintaining [Workflows](/product-docs/docs/workflows-interface-overview): - Static opening messages on ‘Ask’ steps – Give an ‘Ask’ step a message that's sent to the Customer word-for-word with no AI rewriting. The Customer message and AI instructions are each optional, so authors write only the part they need. - Date and time controls on conditions – When a step output holds a date (e.g. order date), the condition editor automatically offers comparisons (e.g. ‘seconds/minutes/hours/days/weeks/months,’ ‘ago / from now’) so no custom conditions are needed. ‘Ask’ steps can also collect Date, Time, and Date + Time answers, and Customer replies like "two days ago" resolve to real dates. - Static badge on ‘Add Note’ steps – The ‘Add Note’ content field shows a "Static" badge confirming the note is added to the Conversation exactly as written, with variables filled in. This makes it clear the text is not reworded by AI. **Guide Rules Evaluation Card in Conversation Review Panel** When [reviewing an AI Session](/product-docs/docs/inspect-and-debug-ai-conversations), you can now clearly see how a Guide's rules were evaluated – each rule's condition, the actual value it checked, and whether it matched – instead of a raw data dump. This makes it easier to understand why the AI handed off or moved to the next step. **Hide Redaction Requests by Email Pattern** Compliance Admins can [hide redaction requests by Customer email pattern](https://help.gladly.com/docs/compliance-redaction-requests#hide-redaction-requests-from-certain-shopify-shops2) (**Settings → Security and Compliance → Redaction Requests**), in addition to hiding by Shopify shop. Patterns support full domains (`mail.gladly.com`) or wildcard masks (`bounce-*@mail.gladly.com`). Hidden requests are filtered from the list, counts, and exports but are never deleted. **Zendesk Ticket Field Mapping for Handoff Data** Data that Gladly AI collects during a Chat can be written into Zendesk custom ticket fields when an AI Session is handed off. Agents see values like an order number in the ticket's fields instead of reading through the transcript. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Analyst release tag(1).png)** **Gladly AI Conversations Glance Report** A new report gives you a lightweight, at-a-glance view of every Conversation in a given period and the Gladly AI outcome for each one. Each row shows when the Conversation was created, when Gladly AI received it, the Channel, whether Gladly AI was involved, and the outcome – Assisted or Resolved. Conversations Gladly AI was not involved in are included with a blank outcome. Available in the UI, as a CSV download, and via the reporting API, filterable by date range and Channel. Access the report from **Reports → Gladly AI → Gladly AI Conversations Glance.** **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **Team Assist: More Control Over Quick Responses** - **Quick responses show the full prompt –** Click the lightning bolt icon on quick responses in the Team Assist panel to reveal the complete prompt sent on the Agent's behalf. This update makes it clear that the button label is shorthand for a longer instruction. - **Always-visible quick responses –** Admins can configure individual quick responses to remain visible throughout a Team Assist session, not just at the start. Enable this in quick response settings so Agents always have one-click access to prompts they use at any point in a Conversation. **Agent Desktop Language Selection** Agents can choose the [language their Gladly Team interface is displayed](https://help.gladly.com/docs/supported-languages#h-supported-ui-language) in – English or Spanish – from their profile. The selection is saved to their account and applied automatically, including date and time formatting. To update the language display click the **Agent** **avatar → Profile → Language.** **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **Loop Returns App Platform Update** The [Loop Returns App Platform app](/product-docs/docs/loop-returns-app-1) now supports same-product variant exchanges for merchants without exchange fees. Previously, Gladly AI could look up return status and generate return links – it can now walk a Customer through a full exchange within the Conversation. - End-to-end exchanges in Chat – Gladly AI can check return eligibility, present in-stock replacement variants (a different size or color of the same item), and submit the exchange – all without sending the Customer to the Loop portal. - Only in-stock options shown – The exchange variant catalog surfaces only variants that are actually available, so Customers aren't offered items that can't be fulfilled. - Balance detection before submission – Gladly AI checks the draft return's totals after finalizing – including any price difference or exchange handling fee – and can flag an uncovered balance before the return is submitted. This update applies automatically to pre-existing apps. To install Loop Returns for the first time, configure the app via **Admin Settings → Developer Tools → Apps**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **Signals: Evaluate AI Session Quality at Scale** Later this month, [Signals](https://help.gladly.com/docs/what-is-signals) will become available to all Gladly AI customers. - Define what matters – Write evaluation criteria in plain English around the things most important to your operation: sentiment, policy adherence, Customer feedback on a new product change, or anything else you want to track. - Run at scale – Evaluate hundreds of Sessions at once and see pass/fail breakdowns, giving you continuous visibility into how your AI is performing at a scale no team could match manually. - Drill into any result – Click into any evaluation result for the full transcript and AI reasoning behind the pass/fail decision. - Monitor and uncover insights – Track AI Sessions and surface Customer insights, directly within Gladly. Signals is included with Gladly AI at no additional charge, subject to fair use limits. **[Early Access] Shopify Product Search for Gladly AI** AI can [search your Shopify catalog](https://help.gladly.com/docs/shopify-product-search-overview) directly so product questions get answered with up-to-date store data. - Real-time catalog data – Product cards with the real image, current price, working link, and true variant and inventory availability, pulled from Shopify on each request. - Semantic, typo-tolerant search – Customers can ask naturally ("Do you have this in size 8?") and Gladly AI matches them to the right products. - Custom fields included – Details that live only in your custom fields – care instructions, dimensions, ingredient lists – are surfaced to Gladly AI so it can answer questions web search can't. - Web search stays in its lane – Product questions use the Shopify catalog; policies, FAQs, and blog content still come through web search. Shopify Product Search isn't a separate add-on – it gives Gladly AI a direct, real-time connection to your Shopify catalog for product questions, alongside the web search and Answers it already uses. To test it early, reach out to Gladly Support to get started. **Search Will Include Tasks** Universal search is [expanding to include Tasks](https://help.gladly.com/docs/search-to-find-conversations-tasks-customers#filter-your-search-results) alongside Conversations and Customers. Agents can search for Tasks by keyword, filter results by type, and open a Task directly from the search results. If you're interested in getting set up with Task Search, reach out to your Account Manager or Gladly Support. **[Action Required] Contact Summary and Work Sessions Reports: Older Versions Deprecated Soon** We've migrated the [Contact Summary](https://help.gladly.com/docs/contact-summary-v2), and [Work Sessions](https://help.gladly.com/docs/work-sessions-v3) reports to new infrastructure that makes them 2-3x faster! As part of this migration, we will retire older versions of these reports. The following Contact Summary and Work Sessions report versions will be deprecated on **September 2, 2026**: - ContactSummaryReport - WorkSessionEventsReport - WorkSessionEventsReportV2 - WorkSessionEventsReportV3 If your team currently uses any of these versions, please update your integrations to use WorkSessionEventsReportV4 before September 2, 2026 to avoid any disruption. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **Guide Deactivation Blocked When Used Within a Workflow** Fixed – A Guide can no longer be deactivated while a Workflow still routes to it. You'll see a message naming the Workflows to update first. If a Workflow does reference an inactive Guide, the Conversation is now handed off to a human instead of running the inactive Guide. **Workflow Editor Validation Timing** Fixed – Creating a new step in the Workflow editor no longer shows validation errors while you're still setting it up. Errors now appear once you move to another step, collapse the step, or save – so you're not flagged for a step you haven't finished configuring. **Section Rules Properly Gate Content for AI Agents** Fixed – When a Guide Section line was gated by a rule, AI could fall back to the Section's general instructions instead of following the gated content. Gladly Agents now receive the correct portion of the Section when a rule triggers. **Post-Handoff Messages Stay in the Same Conversation** Fixed – A Customer who kept messaging after their Chat was handed off could have those messages handled as a new Conversation instead of being delivered to the Agent already working with them. **Handoff No Longer Fails on Non-Text Collected Data** Fixed – Handing off a Conversation could fail if Gladly AI was configured to collect a data point that was not text (for example, a number or a yes/no value). Those handoffs now reach the Agent normally. **Conversation Review Panel No Longer Errors on Long Links** Fixed – A Conversation could fail to open in the Conversation Review panel when one of its quality checks had flagged an unusually long link. These Conversations now open and display normally. **Screen-Reader Labels on Icon-Only Buttons** Fixed – Controls such as the copy and expand buttons on JSON output announce their action to screen readers instead of appearing as unlabelled buttons. **Signals Run Page Updates Live** Fixed – The Signals run page updates on its own while a run is in progress. Run status, the number of Sessions evaluated, and result charts fill in live, and final results appear automatically when the run finishes. Previously, the page showed a frozen snapshot until the browser was refreshed. **Topic Archiving No Longer Blocked by Removed People Match References** Fixed – A Conversation Topic could not be archived if a People Match rule had referenced it at some point in the past, even after the Topic had been removed from that rule. Only rules that still use the Topic now block archiving. **Improved Source-Language Detection for Translated Messages** Fixed – Messages written in one language but containing quoted replies or text in another language are now correctly identified by their actual content language, improving translation accuracy. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **PRODUCT** **Reminder: Team Assist Is Available Now** In case you missed it last week, [Team Assist](/product-docs/docs/team-assist-1) – an AI copilot built into the Agent workspace – is live and ready to try. Agents get instant Conversation context, knowledge-grounded answers, and AI-drafted replies they refine and send. It's a paid feature, available for free for a limited time. Contact your Account Manager or Gladly Support to get started. **PRODUCT** **Gladly's New Navigation Is Live** If you haven't explored the redesigned main navigation yet, now's a great time. Features are organized into clear sections – Gladly AI and Gladly Team each have their own area, grouped by what you do with them. Two things worth trying: - Pin your go-to pages – Admins and Team Managers can star any item to pin it to a new Starred section at the top of the navigation panel, so your most-used pages are always one click away. - Collapse and expand groups – Open the sections you use and close the ones you don't. Gladly remembers how you leave them. Nothing changes with your capabilities, permissions, or subscription. Need a quick orientation? Our [overview video](https://help.gladly.com/docs/refreshed-main-navigation-bar#were-updating-the-main-navigation-to-make-it-easier-to-find-what-you-need) breaks down what moved where. **EVENT** **Classroom Session: Gladly AI Workflows – Build with Confidence** Ready to get more out of Workflows?! Join us on August 12, 2026 for a Classroom Session covering everything from core building blocks to advanced logic. Whether you're setting up your first Workflow or fine-tuning what's already live, this is your chance to dig in with our team, explore real use cases, and walk away ready to build. [REGISTER](https://gladly.zoom.us/meeting/register/MTM2CpbhSdKP_1HZEcDtHw) **RESOURCE** **Fortune: The Customer Conversations AI is Making Possible** Gladly chief marketing officer Ali Fazal explains why the AI tools built to avoid customer conversations are enabling the interactions brands could never afford before. [READ MORE](https://fortune.com/brandstudio/gladly/the-customer-conversations-ai-is-making-possible/) **REVIEWS** **You're In Good Company** Love using Gladly? [Share your experience 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) 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](https://apps.shopify.com/gladly) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) to learn how.WorkSessionEventsReportV3 *Contact* or *Contacts* (with a capital "C") is a *phone call* , *messaging session*, *email*, or *voicemail*. Contact(s) can be defined as an Inbound (started by the Customer) or Outbound (started by Agents) activity. A *Contact* can contain one or multiple messages (individual chat messages, SMSes, etc.) and is part of a Conversation. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.