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February 4, 2026
Automate Order Tracking and Cancellations With New Shopify Guide Templates
We’ve added Track Order and Cancel Order to our library of Shopify Guide templates. These templates do the heavy lifting for you by auto-populating your specific Shopify storefront actions and logic. Whether you manage one store or several, you can now deploy sophisticated workflows in a fraction of the time, moving from draft to active with just a few clicks.
Voice AI Call Recordings Now Available Within Conversation Review
Admins and Managers can now play back Voice AI recordings directly in Conversation Review. Listen to exactly how AI handled the call, spot coaching moments, and improve performance—all in one place.
See Exactly Which Quality Checks Pass or Fail
Quality Check results now show pass/fail status and the reasoning behind each one in a simple table. Quickly spot where AI is performing and where to focus improvements.
New Product Names Roll Out
We've updated our product UI to reflect our new naming.
What you'll see:
Gladly Sidekick is now Gladly
Gladly Hero is now Gladly Team
Everything works the same—just clearer names. Help docs will update over the coming weeks.
Need a refresher on what's changing and why?
Faster, Smarter AI Responses
We've added Anthropic as a sub-processor to power how Gladly AI summarizes and analyzes Conversations. You'll see more accurate context and smarter responses across every Customer Conversation.
Message Formatting Fixed for Zendesk Users
Fixed – Agents now see properly formatted messages in the Zendesk interface. Previously, line breaks were lost when proxying user Chat messages from the Gladly Chat widget to Zendesk.
Accurate Conversation Counts
Fixed – The ‘Conversations Created’ measure in Conversation Metrics explore now reflects accurate totals. We resolved an issue that occasionally caused the same Conversation to be counted more than once.
EVENT
Webinar: AI Readiness in 2026 – What Leaders Miss
AI initiatives often stall—not because of the tools, but because infrastructure, data, and human systems aren't ready. Join MIT Sloan’s Paul Cheek and Gladly experts on January 29th for a candid discussion on the four readiness gaps blocking real AI impact: automation expectations, fragmented data, architecture debt, and human operating models.
Learn what it really takes to build the foundation AI needs to succeed in 2026.
EVENT
Join the Leaders Shaping the Future of CX
CX teams everywhere are wrestling with similar questions—from scaling AI responsibly to supporting Agents through change. At Gladly Connect Live 2026 this May in Atlanta, you’ll meet peers who are solving these challenges and creating new standards for exceptional service. It’s a chance to learn, share, and build alongside the community driving the industry forward.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd 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 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 to learn how.