January 29, 2025
Summary of Sidekick Conversation Included Upon Handoff
When an Answer Threads Conversation is transferred to an Agent, the Conversation Timeline will now display two key items: a summary of Sidekick's interaction with the Customer and suggested next steps. This allows the Agent to quickly grasp the context of the interaction, eliminate the need for the Customer to repeat themselves, and focus on delivering immediate solutions — ultimately leading to faster resolutions and an improved service experience. This feature is now available to all Answer Threads customers.
This enhancement also includes renaming the summary section to Summary from the former name Self-Service Summary.
Improved Gladly Access and Password Reset Flow for SSO Users
We’ve introduced several security-focused features to improve the password reset experience for Gladly SSO users:
Prevent password reset in the Gladly login page if SSO is active – If a user requests to reset their password in the Gladly login page, SSO-enabled users will now receive an email informing them to contact their Gladly Administrator to reset the password through the SSO provider.
Gladly account invitation sent before SSO was activated in Gladly – Users invited before SSO was activated in Gladly will now see a message to contact their Gladly Administrator to complete their account setup through SSO if they try activating the account after SSO activation.
Only allow access to Gladly through SSO provider – Gladly will only be accessible to SSO users who log in through the SSO provider. Users cannot log in using the standard Gladly login page.
Enhanced Sidekick Conversation Filter for Answer Threads
The Sidekick Conversation page now includes a new set of filters for reviewing Conversations where Sidekick has engaged with the Customer. This makes finding Sidekick Conversations and their associated status and outcomes easier, allowing teams to assess performance quickly, spot trends, and optimize AI-driven interactions for greater efficiency and Customer satisfaction.
You can filter recent Conversations by the following criteria, and the results are presented indicated with the tags relevant to the applied filters:
Status – Shows whether a Conversation has already been closed or whether it’s still in progress.
Outcome – Once Sidekick has completed its work on a Conversation, this filter shows the outcome of its interactions with the Customer, whether Sidekick resolved the Conversation, handed it off to an Agent, or didn’t respond at all.
Type – Shows whether Sidekick responded to the Customer through Answer Thread or Transaction Thread.
Draft Answer Available – Shows Conversations where a Draft Answer has been generated in instances where Sidekick has responded or attempted to respond to the Customer using Answer Threads.
Upgraded Gladly Help and Product Documentation Website (help.gladly.com)
Our Help Documentation is moving to a new home! On Thursday, January 30, starting at around 1 PM Pacific Time, we will transition our documentation from connect.gladly.com to our new documentation website under help.gladly.com.
The new site features:
Faster search UX and page loading times
Improved navigation and search functionality
Enhanced readability and accessibility
Streamlined user experience
During the transition, there may be a brief period when documentation is unavailable. We expect the transition to be completed by 2:00 PM Pacific Time on January 30. Bookmarked URLs starting with connect.gladly.com should automatically redirect to their help.gladly.com counterparts.
The Gladly Connect website (connect.gladly.com) will remain your go-to for Gladly training/certification and e-learning courses.
Please update your bookmarks to help.gladly.com to ensure easy access to our documentation. If you experience issues with the new documentation site, please contact [email protected] or use the “report an issue” feedback widget on the bottom-left corner of the page.
Coming next week: Customer Satisfaction (CSAT) Report
Track and improve your service quality with our new comprehensive CSAT report. The upcoming report aggregates feedback from all your integrated survey partners (including SimpleSat, Medallia Connect, and Delighted) after Customer interactions in Gladly. By analyzing data across all your survey touchpoints, the report provides actionable insights into service satisfaction trends, Agent performance, and service improvement opportunities.
The upcoming report will include data captured from January 1, 2025 and beyond.
EVENT
See Who’s Taking the Stage at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we’ve got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how Kuhl & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
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 by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
January 22, 2025
Billable Sidekick Assisted Conversation Definition Update
Gladly has refined the definition of a Billable Sidekick Assisted Conversation to exclude Answer Threads and Transaction Threads Conversations where Sidekick engaged with the Customer but did not reply with at least one AI-generated message. The updated definition applies to all historical data in Sidekick reports and dashboards found in Gladly reporting, such as the Sidekick Dashboard. This change brings the data used in dashboards and reporting in line with the way that Gladly bills for Sidekick Conversations.
Note that this definition only applies to Answer Threads and Transaction Threads and does not apply to Structured Threads.
[Early Access] Sidekick Conversation Summary Upon Handoff to Agent
When a Customer is handed off to an Agent, a summary of the dialogue between Sidekick and the Customer is automatically generated and visible in the Conversation Timeline. This summary provides context about the automated interaction with Sidekick and suggests possible steps the Agent may consider taking next once they are routed to the Customer, avoiding the need for Customers to repeat themselves.
This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting Gladly Support or your CSM. It will become generally available to all Answer Threads customers in next week’s product update.
WhatsApp Videos Not Playing
Fixed – Videos sent through WhatsApp would not play in the Conversation Timeline.
EVENT
Be First to See What's Next at GCLive 2025
Join us in Nashville (March 5-7) for Gladly Connect Live, where Gladly CEO Joseph Ansanelli will kick off our 10-year anniversary with a powerful vision for the future of customer service and unveil transformative product innovations. Don't miss this opportunity to be among the first to experience what's next in our journey to help brands deliver radically personal service.
PRODUCT
Use SSO To Access Gladly
We encourage Gladly customers who have not implemented Single Sign-On (SSO) to do so for enhanced security and simplified access management. SSO provides centralized authentication management, improved security controls, and streamlined user access. Our team is ready to help you transition to SSO if you need assistance.
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 by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
January 15, 2025
[Early Access] Sidekick Conversation Summary Upon Handoff to Agent
When a Customer is handed off to an Agent, a summary of the dialogue between Sidekick and the Customer is automatically generated and visible in the Conversation Timeline. This summary provides context about the automated interaction with Sidekick and suggests possible steps the Agent may consider taking next once they are routed to the Customer, avoiding the need for Customers to repeat themselves.
This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting Gladly Support or your CSM. It will become generally available to all Answer Threads customers in the coming weeks.
SSO Not Navigating To Bookmarked URLs
Fixed – Bookmarked URLs were ignored when accessing a saved Gladly page URL through SSO, resulting in users landing on Gladly Home instead of the intended page. Now, URLs that contain query parameters will be correctly followed.
EVENT
Just Announced: See Who's Taking the Stage at GCLive 2025
The agenda for GCLive 2025 (March 5-7, Nashville) is live, and we've got an incredible lineup of service leaders ready to share their success stories. Learn how StockX is reinventing service for the next generation, discover how Tecovas orchestrates their entire service ecosystem for maximum impact, and hear how Kuhl & Framebridge balance innovative tech with their signature high-touch approach to create lasting Customer connections.
PRODUCT
Use SSO To Access Gladly
We encourage Gladly customers who have not implemented Single Sign-On (SSO) to do so for enhanced security and simplified access management. SSO provides centralized authentication management, improved security controls, and streamlined user access. Our team is ready to help you transition to SSO if you need assistance.
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 by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.
January 8, 2025
Original Instagram Story Displayed In the Conversation Timeline
Instagram story replies will include the story’s associated video or image in the Conversation Timeline, providing greater context for Agents when responding to the Customer.
[Early Access] Sidekick Conversation Summary Upon Handoff to Agent
When a Customer is handed off to an Agent, a summary of the dialogue between Sidekick and the Customer is automatically generated and visible in the Conversation Timeline. This summary provides context about the automated interaction with Sidekick and suggests possible steps the Agent may consider taking next once they are routed to the Customer, avoiding the need for Customers to repeat themselves.
This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting Gladly Support or your CSM. It will become generally available to all Answer Threads customers in early January.
Improved Answer Retrieval for Punctuation and Accented Characters
Fixed – The use of certain accent characters and apostrophes kept Answer Threads from retrieving Public Answers correctly and resulted in a handoff to an Agent.
PRODUCT
Add Glad App (Chat) to Shopify Checkout and Thank You Pages
Gladly customers using Shopify can now see the Glad App widget on their Shopify Checkout and Thank You pages through the Gladly App in the Shopify App Store. This feature enables support teams to engage with Customers during key moments in their purchasing journey, helping to reduce cart abandonment and increase conversion rates.
See Add Glad App to Shopify ‘Checkout’ and ‘Thank You’ Page for instructions on adding Glad App to Shopify Checkout and Thank you pages.
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 by January 31, 2025, to receive up to $2,000! Visit the Refer-A-Friend program to learn how.
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.