August Releases
  • 02 Sep 2020
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August Releases

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25 August 2020

What's Shipped


Topics Rule Trigger

We added Topics added as a new Rule trigger. With this trigger, whenever a Topic is added to a Conversation, it can follow through with additional activities that can help save your Agents time. For example:

  • If a Conversation is marked as "Spam", the Rule can move the Conversation to your "Spam" Inbox
  • If a Conversation is marked as "Shipping Delay", the Rule can create a Task reminder to follow up with the Customer in 1 week.


New Routing Item for Voice Connection

Although rare, voice connections could fail due to an Agent's browser webrtc "freezing". Symptomatically, Agents may see calls in the queue but they aren't routed calls. If calls are not being routed due to a webrtc issue, the Conversation Timeline will show a routing item showing Gladly Voice browser connection failed.

Agents experiencing this issue should restart their web browser to restart webrtc.


Commonly Emailed Address Saver

Gladly will soon be able to remember email addresses that Agents have entered before and offer up suggested addresses when Agents address new emails. This will be especially helpful if your Agents are emailing internal departments.


Email API

With the new Email API, the "Send Email" method allows you to send an email response to a Customer with an existing open conversation. See our developer site for more information.


Outreach Campaign Recipient Tooltip

We made it easier to see CSV file names, especially long filenames, without the need to open the Recipient Details page. Just hover over the filename to see the full filename.


What's Coming Soon


Edit IVR Configuration

With our continued efforts to give you more control over your IVR configurations, beginning in Sandbox this week, you'll be able to edit and make changes to your IVR. You can edit nodes, add recordings, and more!

You won't be able to add or delete nodes just yet but you'll be able to edit the nodes that are already in your IVR. We have more IVR news coming your way so stay tuned!


Delete Attachments

Sometimes, Customers unknowingly share sensitive information that gets stored in their Conversation Timeline. To secure Customer information, Admins will now be able to delete attachments like images, documents, etc., from the Timeline by opening the attachment and clicking on the trash icon.


SSO Certificate Maintenance

At 4 PM PST this Thursday, August 27, 2020, Gladly will be rotating our SSO certificates. You only need to take action if you answer "yes" to one of the following questions:

  • Do you require a signed SAML AuthnRequest from us?
  • Do you return an encrypted assertion with the SAML Response?

If you answered "yes" to either of these questions, please replace your existing Gladly SSO certificate with a new .pem file on Thursday, August 27, as close to 4 PM PST as possible. Do not replace the certificate too early. Existing sessions of users already logged into Gladly will not be affected. If you do not have the new .pem file, please contact support@gladly.com and we'll provide it.

Lastly, we'll be hosting a Zoom conference bridge starting at 4 PM PST if you have any urgent questions at that time. Please feel free to join this if you have any issues - https://gladly.zoom.us/j/97019751805


Resolved Issues


Page Scrolling with Sidekick - We fixed an issue that prevented Customers on an iPad from scrolling through a webpage if Sidekick is open. 

Pasting Excel Content - We restored a previous functionality that allowed copied excel content to be pasted into the Composition Screen as plain text.

Message Session Routing - We fixed a bug that prevented previously assigned messaging sessions from getting routed after an incoming call.

Declined and Missed Calls Report - We removed calls incorrectly tagged as "missed call" which was caused by connection errors between Gladly and the telecom service.

No Notification Sound - We fixed a bug that prevented notification sounds from playing if you do not allow Agents to accept/decline incoming calls.

Chat Message Timestamps - Previously, chat messages that Agents sent would sometimes appear out of order in the Customer's Timeline. This was due to where the chat messages were getting their timestamps from. This is now fixed.


Don't Miss Out


LIVE WEBINAR
How to Staff for People - not Tickets 

Join us on August 27th at 10 AM PST / 1 PM for our monthly educational webinar series where you'll see how Gladly helps deliver radically personal customer service for all of your customer service needs. Register here.


REMINDER
New Help Link

We introduced a new support landing page a few weeks ago. This means if you bookmarked the old support page, the link will no longer work. You can find the new support landing page link by going to your Profile Icon > Help. If you have questions about using Gladly, visit help.gladly.com.





18 August 2020

PRODUCTION

Check out what's new in Gladly

Rules Based on Topic

You can now use included Topics as a Condition for a Rule in Gladly. This powerful feature will help you build out complex workflows for Rules. For instance, you could set up a Rule that sends targeted auto-replies based on the Topic applied to the Conversation. So if a "Reservation" Topic is already applied to a Conversation, when a customer reaches out on SMS again, you could create an Action to auto-reply to the Customer via SMS with reservation-specific content.

When configuring the Rule, you can choose for the Condition to match "all of" the selected Topics or "any of" the selected Topics. For more information on how to configure your Rules based on Topics, check out our docs.


Tooltips in Rule Actions 

Adding new Rules can be a complex process. To help, we added some useful tooltips to the "Send Auto-Reply" and "Close Conversation" Actions. These tooltips provide extra context to the Actions so that whoever is setting them up is clear about what they are doing.


SANDBOX

Features and updates ready to be explored in Sandbox


Commonly Emailed Address Saver

Gladly will soon be able to remember email addresses that Agents have entered before and offer up suggested addresses when Agents address new emails. This will be especially helpful if your Agents are emailing internal departments. Try it in your Sandboxes today!


Chat Message Timestamps

Every once in a while, the chat messages that Agents sent would appear out of order in the Customer's timeline. This was due to where the chat messages were getting their timestamps from. This release fixes that problem and now the chat messages will always be in order. Available today in your Sandboxes.


Email API

Coming to your Sandboxes this week is the new Email API! The "Send Email" method allows you to send an email response to a Customer with an existing open conversation.


FIXED

Bugs and issues we squashed

Task Preview - When a Task was created by a Rule, the Task card would appear in Inboxes saying the Task was "Created by Agent". With this release, if a Task is created by a Rule, it will  say "Created by Rule" instead.

Large Email Errors  - We had a problem where large emails that failed to send would disappear from the Customer's timeline. Now, they won't do that anymore and we've added an error message to let the Agent know that the email was too large to send. As an extra treat, we've increased the maximum email size from 25 MB to 35 MB.

Task Report Filters - If you ever downloaded the "Created and Closed Tasks by Agent" CSV, you may have noticed that filtering by requested date range, inbox, and/or team did not work. Now, your filter requests will no longer be ignored in your Task Report CSVs.

Call Banner to Accept Calls - We had an issue where Agents could click "Accept" on the green notification banner but would never get connected to the call. Now, the calls will connect.

Oldest Unanswered Items in Liveboards - When looking at Liveboards, we were showing the oldest unassigned unanswered item as the oldest unanswered item. Now, we will actually show the oldest unanswered itemβ€”whether it is assigned, unassigned, or queued.


HEADS UP

Things to watch out for

Release Notes Email 

The release notes email is getting a redesign soon to help keep better convey our release info to you every week. Keep your eyes peeled!




11 August 2020

PRODUCTION

Check out what's new in Gladly

Create Tasks Using Rules

Using Communication is received as a Trigger, you can now use Rules to create a Task as an Action. For example, you can automatically create and assign a follow-up Task a week later for emails that have the word "Urgent" in the Message Body (Condition). Read our Rules guide to learn more.


Outreach Campaign - Customer Timeline Update

Customers that are part of a recipient list for an Outreach Campaign will now have the outreach status reflected in their Conversation Timeline:

  • Answered - a person or machine/voicemail picked up the call and heard the message
  • Call could not be completed - invalid number, call error, etc.
  • Did not answer - no answer, no voicemail, or the line is busy


Outreach Campaign - Duplicate Recipient

We made it easier to detect duplicate phone numbers after uploading a recipient list for an Outreach Campaign. Duplicates will be shows as duplicate address in the error log.


Archive Away Reasons

You can now archive Away Reasons that are no longer being used by your Agents when stepping away from helping Customers. Just toggle the Active button to archive a reason.


Composition Screen - HTML Content

Copied content from Google Docs, Microsoft Word, and semantic HTML will now retain the structure and formatting of the content when pasted into the Composition Screen for email, Notes, Tasks, and Email + Reference Answers.


Help Center SEO - Performance

To boost SEO performance, we added a link that says See more results at the bottom of the Help Center home page, which will take the Customer to a list of all the public Answers. This will help ensure search engines index public Answers. See our developer website to learn how to style "See more results" and the public Answers index page.


Maximum Email Size Notice

An error will now appear if an email reply cannot be delivered because it exceeds the allowed email size. Email attachments are limited to 10mb per file. Email threads are limited to 25mb including attachments.


FIXED

Bugs and issues we squashed

Abandoned Calls Reports Call Count - The Abandoned Calls report now only counts incoming calls that are unanswered as abandoned. Previously, unanswered outgoing calls were also counted as abandoned.

Missing Subject on Email Answers - When replying to an email using an Email Answer, we fixed a bug that prevented the Email Subject from populating the subject line of the email.


HEADS UP

Things to watch out for

Release Notes Email 

We are improving the release notes email to deliver you more meaningful and impactful release updates. Stay tuned!




4 August 2020

PRODUCTION

Check out what's new in Gladly

Email Composition - Edit Email Address

Entered the wrong email address while drafting an email? No problem! Simply double-click on the recipient's email to edit the email address.


Public Answers - Font Colors and Numbers/Bullet List

Enhance the public Answers used in the Help Center or Sidekick by applying font colors. You can also better present lists by using a numbered list and bullets.


Composition Screen - Indentations

Use indentations to add more structure to your Emails, Notes, Tasks, and email Answers.


API - Teams Update

We added the field `agentIds` to the List teams (https://developer.gladly.com/rest//#tag/Teams) and Get teams (https://developer.gladly.com/rest/#operation/getTeam) APIs. With this update, you can now pull which Team(s) an Agent(s) is a part of via API.


Incoming Call Banner Update

We unified the design of the incoming call banner to always be green.

Currently, if an Agent is Available for Voice and there is a call waiting in the queue, selecting "Next" will route the call to the Agent but with a white banner notification.

Going forward, all incoming call notifications will be green.


SANDBOX

Features and updates ready to be explored in Sandbox


Composition Screen - HTML Content

Copying content from Google Docs and Microsoft Word will retain the structure and formatting of the content when pasted into the Composition Screen for email, Notes, and Tasks.


Help Center SEO - Performance Update

Last week, we changed the URL structure of public Answers to improve SEO. This week in Sandbox, to further boost SEO performance, we're adding a link that says See more results to the bottom the Help Center home page, which will take the Customer to a list of all the public Answers. This will help ensure search engines index public Answers. See our developer website to learn how to style "See more results" and the public Answers index page.


FIXED

Bugs and issues we squashed

Email Recipient - We fixed a bug that sometimes prevented email addresses from being saved in the "To" field when composing an email.


HEADS UP

Things to watch out for

Reports Maintenance

Scheduled maintenance is set to begin on Tuesday, August 11, from 4 PM to 6 PM PST. You will be able to run reports as needed, but data refresh will be delayed during this maintenance window.


IN CASE YOU MISSED IT

Tidbits of useful information

Composition Screen Updates

Over the last few weeks, we released over 8 new Composition features to help you create structured content and give you visual tools to better communicate with your Customers. Below is a quick recap of the new features:

1. Auto-Capitalization

The first letter of a word is automatically capitalized if it's the beginning of a sentence or if it's right after a period. Available for all communication Channels.

2. Auto-Complete

Gladly can predict what you intend to type and automatically suggest text to complete the sentence for you. Available for all communication Channels.

3. Block Quotes

Use Block Quotes to highlight paragraphs or sections in your emails, Notes, or Tasks.

4. Colored Text (Production 8/5)

Add a splash of personality and creativeness to your emails, Notes, Tasks, and email Answers using the Composition text color feature.

5. Composition HTML (Sandbox 8/5)

Copy and paste content from Google Docs and Microsoft Word and retain the structure and formatting of the content when pasted into the Composition Screen for email, Notes, and Tasks.

6. Emojis

Infuse some fun and personality by using emojis in Answers + Messaging Channels.

7. Indentations (Production 8/5)

Make it easier to read paragraphs by using the indent feature, or use it to promote a sentence visually. Available for email + email Answers, Notes, and Tasks.

8. Numbered List and Bullets (Production 8/5)

Improve how content and lists are organized using bullets and numbered lists.

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