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February 25, 2026
New Gladly Improvement Opportunities Dashboard
A new dashboard is available under Reports → Gladly. Gladly Improvement Opportunities surfaces AI outcomes, handoff reasons, and prioritization analysis in one view, helping Managers identify where to fine-tune Guides and Gladly Agents for better results.
Conversation Links in Handoff Summaries Now Open in Gladly AI Conversations View
For organizations using Gladly with Zendesk, Conversation links in handoff summaries will point to the Gladly AI Conversations view instead of the Gladly Team view, allowing Admins and Managers to review AI-handled Conversations more efficiently.
Per-Team Messaging Capacity Overrides
Administrators can now set messaging capacity on a per-Team basis, offering more control over how many messaging sessions an Agent handles at once. Gladly uses the highest capacity value across all teams a Agent belongs to, even if a Team-level override is lower than the organization default.
Configure messaging capacity on the Team-level by navigating to Settings → Teams → Select a Team to edit → Click ‘Configure messaging capacity for this Team’ → Input messaging capacity values.
"View Original HTML" Option Available for Emails
Agents can now view the original HTML version of any email directly from the overflow menu. This is useful for troubleshooting formatting issues or reviewing how a Customer's email originally appeared.
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. This means more accurate context and smarter responses across every Customer Conversation.
Connect Entry Points Dropdown Not Updating
Fixed — Selecting entry points on the Connect Entry Points page didn't visually update until the page was refreshed. Selections now reflect immediately.
Error When Deleting Scheduled Reports
Fixed — In some cases, deleting a scheduled report that had already been removed from Looker resulted in an error. The deletion now completes cleanly.
Proactive Campaign Timezone Field Blocking Updates
Fixed — Customers were unable to update a Proactive Campaign because the timezone field had become required for Business Hours, even when it shouldn't have been. The timezone field now defaults correctly so updates go through.
CSAT Surveys Not Triggering For AI-Closed Conversations
Fixed — As part of ongoing infrastructure improvements to Gladly AI (decoupling from API Tokens), CSAT surveys stopped triggering for some organizations after AI handled and closed Conversations. This has been resolved.
[Action Required] If your organization has built custom integrations that rely on the ‘CONVERSATION/CLOSED’ webhook or ‘GET Item’ API, please review and update them to reflect changes to the following values.
The CONVERSATION/CLOSED webhook now sends
initiator.id = SYSTEMandinitiator.type = SYSTEMwhen Gladly AI closes a Conversation.The Default Agent ID is still available in
content.context.assignee.agentId. Additionally, the GET Item API now sendsinitiator.type = SYSTEMandinitiator.id = SIDEKICK_V2for messages sent by AI.
RESOURCE
Voice AI is Broken. Here's How to Fix It.
Your phone channel is your most expensive—and most human—touchpoint. Learn what separates Voice AI that builds loyalty from the bots that send Customers straight to a competitor.
RESOURCE
Gladly Makes the Constellation Research Shortlist
Independent analysts recognize the CX AI platforms actually built to serve Customers—not deflect them. Here's what we think that means.
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.
February 18, 2026
Stronger Safeguards Against Prompt Injection
We've added another layer of protection for Conversations handled by Gladly AI. If a Customer attempts to manipulate the AI by asking it to ignore its instructions, the Conversation will automatically transfer to a human Agent. No configuration needed—this is now built into the default transfer behavior.
Gladly Academy Link Added to Main Menu
A direct link to Gladly Academy now lives in the main menu of Gladly Team. Access training resources, quick-start tutorials, and more without leaving the platform.
Per-Agent Outbound Call Rate Limiting
Administrators can now set an hourly cap on outbound calls per Agent. This includes both direct outbound dials and adding conference participants. Once an Agent reaches the limit, further outbound calls are held until the hour resets and a ‘Call Error’ message will display.
To configure, simply set the agentOutboundCallRateLimit value within Voice settings to the number of dials allowed per hour. Set to 0 (or leave unset) to keep rate limiting off.
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. This means more accurate context and smarter responses across every Customer Conversation.
RESOURCE
Customer Expectations Report
Learn more about why 88% of Customers get their issues resolved by AI, but only 22% prefer the company after. New research reveals what's happening in the gap between resolved and loyal.
RESOURCE
Gladly Shopify Integration: Complete Setup Guide
Connect Shopify to Gladly in 30 minutes. Sync order data, process refunds, and automate routine requests with AI — no developer required.
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.
February 11, 2026
Authentication Status Selector in Guide Tester
You can now test Guides under different authentication states directly in the Guide Tester. When testing with the Chat Channel, a new dropdown lets you switch between ‘Authenticated’ or ‘Not Authenticated’–so you can validate your Guide behaves correctly for each scenario.
Clearer Channel Names in Sidekick Guides and Answers Performance Dashboard
The Communication Channel filter in the Sidekick Guides and Answers Performance Dashboard now shows Channel names in a more readable, user-friendly format. Instead of technical identifiers, you'll now see properly formatted Channel names (e.g., "Phone Call" instead of "PHONE_CALL"). Custom Channels display their configured names too, making it easier to filter and analyze AI performance at a glance.
Enable Instant Return Updates with the New Loop Returns Template
Customers can now check their return status directly through Gladly AI, no team member needed. We've added a Loop Returns status template to the Guide library so you can automate these high-volume inquiries with real-time updates. You'll need an active Loop Returns app configuration to get started.
Updated Best Practices for the Transfer Detector
We’ve made performance enhancements to our transfer logic, resulting in more effective ways to manage your AI-to-Agent handoffs. Refreshed best practices provide clear guidance on how to better construct and write scenarios in the ‘When to get more help’ tile.
By following these updated guidelines, you can ensure smoother transitions and a more seamless experience for your Customers.
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. This means more accurate context and smarter responses across every Customer Conversation.
App Card Not Displaying After Save
Fixed – Adding a new App Card to an existing configuration no longer requires a page refresh. New App Cards now display immediately after saving.
Recording Playback Stopped on Scroll
Fixed – Phone call recordings and voicemails no longer stop playing when you scroll the Conversation out of view. Playback continues uninterrupted regardless of scroll position.
RESOURCE
Customer Expectations Report
Learn more about why 88% of Customers get their issues resolved by AI, but only 22% prefer the company after. New research reveals what's happening in the gap between resolved and loyal.
RESOURCE
2026 is the Year AI Gets Measured Differently
AI proved it works for CX. Now the question is whether it worked for the right reasons. Here's how leading brands are redefining AI measurement for 2026.
RESOURCE
Gladly Shopify Integration: Complete Setup Guide
Connect Shopify to Gladly in 30 minutes. Sync order data, process refunds, and automate routine requests with AI — no developer required.
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.
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.