| REQUIRED USER ROLE Administrator and Team Manager | PERMISSION OVERVIEW View permissions by role |
The Changelog shows a chronological record of all changes made to Gladly AI. Each entry displays what changed, when it happened, and who made the update, helping you track configuration changes over time.
What the Changelog tracks
The Changelog records changes to your configuration, including:
Basics – Changes to profile name, description, or signature
How to speak to customers – Changes to advice items that shape tone and communication style
When to get more help – Changes to handoff scenarios and escalation settings
Guides – Changes to individual Guides and their components
Each change includes an AI-generated summary that describes what was modified in plain language, making it easy to understand the impact of each update without reviewing technical details.
Accessing the Changelog
You can access the Changelog in two ways:
From a Gladly Agent:
Navigate to any Gladly Agent.
Click Changelog in the top-right toolbar.
The Changelog opens showing all recent changes across all profiles. You can use the filters to narrow down to a specific Gladly Agent.
From Basics, How to speak to customers, When to get more help, or a Guide editor pages:
1. Click Basics, How to speak to customers, When to get more help, or click on a Guide to edit.
2. Click Changelog in the header.
The Changelog opens with the current Gladly Agent pre-selected in the filter, showing only changes relevant to what you’re editing.
Use the Changelog
Understand the table
The Changelog displays entries in a table with the following columns:
Column | Description |
|---|---|
Date | When the change was saved |
Gladly Agent | Which Gladly Agent was modified |
What changed | The portion of the configuration that was updated (Basics, How to speak to customers, When to get more help, or a specific Guide) |
Summary | An AI-generated description of what changed |
By | The user who made the change, or “System” for automated changes |
What does a ‘System’ change mean?
You may occasionally see System listed in the By column. This indicates an automated update made by Gladly rather than a manual change by one of your users.
Why this happens: When we introduce new features or improve how data is stored, Gladly may make automatic updates to ensure your existing configuration is compatible with the latest technology.
Example: Gladly updates how Guide information is organized behind-the-scenes to power a new capability → a "System" entry will appear in the log to show that your Guides were successfully updated to the new format.
Filtering results
Use the filters at the top of the page to narrow down the changes you’re looking for:
Date range – Select a start and end date to view changes within a specific time period. The default is the last 30 days.
Availability of log data
The Changelog captures data in real-time starting from its release. Changes made to your AI configuration prior to January 28, 2026, are not available in the log as this tracking feature was not yet active.
Gladly Agent – Filter to show changes for a specific profile only.
What changed – Filter by the type of change (Basics, Guide, How to speak to customers, or When to get more help).
By – Filter by who made the change. Select “System” to see automated changes.
Filter selections are saved in the URL, so you can share a link to a specific filtered view with your team.
Navigating pages
The Changelog displays 20 entries per page. Use the Previous and Next buttons at the bottom of the table to navigate through older or newer entries.
Common use cases
Troubleshooting unexpected behavior – If Gladly AI starts responding differently, check the Changelog to see what configuration changes were made recently.
Understanding team activity – See who on your team has been making changes and what they’ve been working on.
Reverting changes – While the Changelog doesn’t support automatic rollback, you can use it to understand what was changed so you can manually revert settings if needed.