February Releases

February 28, 2023

What's Shipped

Features and updates released to Production

Self-Service Threads: WISMO Enhancements

This week, we have made several enhancements to WISMO Threads to improve the Customer experience. These changes will help your Customers to fully self-serve by displaying clearer order details and reducing the chances of needing to speak to an Agent.

• New Fulfillment Card Custom Message
  Enter a custom message when the order card is missing the status, estimated arrival date, and tracking information.
  
• New Shipping Status Custom Message
  Enter a custom message when the order card is missing the status and estimated arrival date
  
• New Delivery Status Custom Message
  Enter a custom message when the order card is missing the estimated arrival date
  

Other WISMO enhancements this week include:

• Displaying of up to three recent orders made within the last 30 days.
• WISMO to only display orders made within the last 30 days.

Loop Music in IVR

Activate the new Loop the queue and hold music feature on the Voice settings page, so your hold or queue music will seamlessly loop, eliminating the need to create extended music files to avoid silence. We recommend activating this feature if your current queue or hold music is longer than five minutes. Additionally, we recommend uploading new music that is around five minutes long if activating this feature for the first time or if the existing queue and hold music is longer than 10 minutes.

• Note – This feature will be generally available in all Gladly instances next week. Contact Gladly Support if you'd like this feature activated immediately.

Use Phone Number to Auto-Link Customer Profile to OMS

Shopify, Magento, and BigCommerce now support auto-linking by phone number to match and link profiles between Gladly and the OMS. To activate this feature, go to the OMS’s settings page in Gladly and check the Phone Number box in the Auto-Linking Fields section.

Resolved Issues

Issues and bugs we squashed

Missing Sidekick Reporting Events – We resolved an issue that caused Sidekick 'link clicked' events not to get reported. The issue caused Quick Action, Search Results Clicked, and Chat With an Agent click events not to be captured as part of reporting from 2/13/23 to 2/27/23. Unfortunately, the events were not captured when the issue occurred and cannot be reflected in reports.

Don't Miss Out

Events, notices, and Gladly news you should know about

PRODUCT

SSL Certificate Update

We successfully rotated our SSL certificate on February 8th as part of regular security procedures. The old certificate has not been used since February 8th and will be removed on March 8th. Although we don’t expect to encounter any issues, please contact Gladly Support if you see any SSL certificate errors.

PRODUCT

Streamlined Entry Points Settings Page

Each Channel available in Gladly now has its own page on the Entry Points settings page, whereas before, they were all listed on a single page. If you're not using a certain Channel to support Customers (e.g., WhatsApp), simply ignore its Entry Point settings. If you add a new Entry Point in the future for a Channel (e.g., a new SMS phone number), inbound messages automatically route to the default configured in the Channel’s Entry Points page.

PRODUCT

Updated Entry Points Settings Field Name

This a reminder that the field Entry Point settings previously named "Primary Inbox" and determined the default Inbox for inbound requests, is now called "Default Inbox." This is a name change only and does not impact functionality.

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in-person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

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.

February 21, 2023

What's Shipped

Features and updates released to Production

Sidekick (Mobile App) Styling Configuration Page

You can now style and update Sidekick used in your iOS or Android mobile app without needing to contact Gladly Support. If you have multiple Sidekicks, you can typically identify a Sidekick used in a mobile app as the Sidekick name may include “iOS” or “Android” in the Sidekick settings page.

Streamlined Entry Points Settings Page

Each Channel available in Gladly now has its own page on the Entry Points settings page, whereas before, they were all listed on a single page. If you're not using a certain Channel to support Customers (e.g., WhatsApp), simply ignore its Entry Point settings. If you add a new Entry Point in the future for a Channel (e.g., a new SMS phone number), inbound requests automatically route to the default Inbox configured in the related Channel’s Entry Points page.

Updated Entry Points Settings Field Name

The field in Entry Point settings that was previously "Primary Inbox" and determined the default Inbox for inbound requests is now called "Default Inbox." This is a name change only and does not impact functionality.

Resolved Issues

Issues and bugs we squashed

Email Send Failures Due To Broken Images – We have resolved an issue where emails failed to send if they contained broken images from attachments, pasted images, or images in an Answer.

Unable To Edit Proactive Conversations (SMS, Email Voice) – The issue where the edit page for managing a Proactive SMS, Email, or Voice Campaign returned empty has been resolved. Administrators can now successfully manage their Campaigns.

Don't Miss Out

Events, notices, and Gladly news you should know about

ACADEMY

'Availability' and 'Next' Buttons Overview Classroom Session

The Availability and Next/Close & Next buttons are essential for Agents to receive Customers at the right time. Ever wondered how they work together and what's going on under the hood? Join us next week on Monday, February 27 at 11 AM PT | 2 PM ET to learn more about these features and get tips on best practices.

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

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.

February 14, 2023

What's Shipped

Features and updates released to Production

Connect Formspree to Gladly

Formspree allows you to collect data from a form and transform it into a Task. Agents can then use the Task to respond to the request. This is a great way to receive Customer submissions from your e-Commerce store on Shopify, BigCommerce, or Magento. With Formspree, you can connect your form submissions to your entire e-Commerce infrastructure, from Customer Support to Marketing.

Sunsetting Three Reports

We are officially sunsetting three reports in Gladly this week. Alternatives are listed below.

‘Conversation Assignee Updated’ Event

The CONVERSATION_ASSIGNEE/UPDATED event will no longer be erroneously issued in limited circumstances when it coincides with the CONVERSATION/CREATED event. This event will no longer appear in any of Gladly's supported event delivery mechanisms, such as the Events API, Webhooks, EventBridge, and Contact Timestamps report when a Conversation is created.

What's Coming

Features and updates coming soon or available in Sandbox

Sidekick (Mobile App) Styling Configuration Page

Soon, you'll be able to customize and update Sidekick for your iOS or Android mobile apps with the upcoming Sidekick (mobile) configuration page. This will eliminate the need to contact Gladly Support for styling your Sidekick. Stay tuned!

Resolved Issues

Issues and bugs we squashed

Inaccurate Channel Availability Status – Previously, in certain conditions, going available in Channels like Voice (the button is green) didn’t necessarily mean they are seen as available by the routing engine to receive Voice Customers so no Customers were routed. This is now resolved.

Abandoned Calls Incorrectly Displayed ‘Null’ Values – Individual report row counts were inaccurately displaying ‘null’ values when the row didn't have any calls that successfully made it through the IVR (not-abandoned) reported. This caused the individual row counts to display ‘null' instead of the actual abandoned call count. This issue is now resolved.

Don't Miss Out

Events, notices, and Gladly news you should know about

ACADEMY

'Availability' and 'Next' Buttons Overview Classroom Session

The Availability and Next/Close & Next buttons are essential for Agents to receive Customers at the right time. Ever wondered how they work together and what's going on under the hood? Join us on Monday, February 27 at 11 AM PT | 2 PM ET to learn more about these features and get tips on best practices.

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

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.

February 7, 2023

What's Shipped

Features and updates released to Production

Enhanced Developer Tutorials and Best Practices Docs for Threads (WISMO)

We updated our Lookup Adaptor documentation for Self-Service Threads to include more examples and best practices for a custom app connected to an OMS, or if you plan to connect a non-out-of-the-box OMS to Gladly for use with Self-Service Threads.

• WISMO Custom Lookup Adaptor Best Practices
• WISMO Custom Lookup Adaptor Sample Project Plan

Self-Service Threads Unique Names

You must now use a unique name for each Self-Service Thread you create. You'll get an error if a similar name is detected. This is helpful if you’re planning on creating numerous Threads to associate with multiple Sidekicks you may have.

What's Coming

Features and updates coming soon or available in Sandbox

Sunsetting Three Reports

We are officially sunsetting three reports in Gladly next week. Alternatives are available for use today.

‘Conversation Assignee Updated’ Event

Beginning next week, the CONVERSATION_ASSIGNEE/UPDATED event will no longer be erroneously issued in limited circumstances when it coincides with the CONVERSATION/CREATED event. This event will no longer appear in any of Gladly's supported event delivery mechanisms, such as the Events API, Webhooks, EventBridge, and Contact Timestamps report when a Conversation is created.

Resolved Issues

Issues and bugs we squashed

Sidekick Privacy Disclaimer Missing in Chat Window – We fixed an issue that prevented the Privacy Policy statement from appearing above the chat window in Sidekick.

Incorrect Reporting in Contact Export Report – The Count of Agents Assigned metric in the Conversation Export report was incorrectly double-counting the initial Agent assignment during direct routing of a new inbound Contact to Agents in situations where the routing queue is empty. This is now fixed.

Don't Miss Out

Events, notices, and Gladly news you should know about

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

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.