--- title: "January Releases" slug: "january-2025-releases" description: "Check out the latest Gladly news and product updates." updated: 2025-02-03T16:24:37Z published: 2025-02-03T16:24:37Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # January Releases ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/release notes header image .png) ## January 29, 2025 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **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](https://help.gladly.com/docs/answer-threads-concepts#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. ![Customer support chat summary with suggested next steps for return inquiries.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/answer threads summary.png) 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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Enhanced Sidekick Conversation Filter for Answer Threads** The Sidekick Conversation page now includes a new set of [filters](/docs/sidekick-conversations-page-overview) 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. ![Overview of Sidekick conversations with filters for status, outcome, and type.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Sidekick conversation filters.jpg) 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. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **Upgraded Gladly Help and Product Documentation Website (**[**help.gladly.com**](http://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](http://connect.gladly.com) to our new documentation website under [**help.gladly.com**](http://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](http://connect.gladly.com) should automatically redirect to their [help.gladly.com](http://help.gladly.com) counterparts. The Gladly Connect website ([connect.gladly.com](http://connect.gladly.com)) will remain your go-to for Gladly training/certification and e-learning courses. Please update your bookmarks to [help.gladly.com](http://help.gladly.com) to ensure easy access to our documentation. If you experience issues with the new documentation site, please contact [helpdocfeedback@gladly.com](mailto:helpdocfeedback@gladly.com) or use the “report an issue” feedback widget on the bottom-left corner of the page. [Embedded content](https://view.genially.com/679a5aefad582760b4ee8bf4) **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. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **EVENT** [![Promotional image for Gladly Connect Live 2025 event in Nashville, TN, March 5-7.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/GCL25 release notes.png)](https://www.gladly.com/gladly-connect-live-2025-register/) **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. [![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Register%20CTA%20Button.png)](https://www.gladly.com/gladly-connect-live-2025-register/) **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 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **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](https://help.gladly.com/docs/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. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **[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. ![Summary of customer inquiry about furniture warranty and suggested next steps for assistance.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/summary-next-steps.webp) *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.* ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **WhatsApp Videos Not Playing** Fixed – Videos sent through WhatsApp would not play in the Conversation Timeline. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **EVENT** [![Promotional image for Gladly Connect Live 2025 event in Nashville, TN, March 5-7.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/GCL25 release notes.png)](https://www.gladly.com/gladly-connect-live-2025-register/) **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. [![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Register%20CTA%20Button.png)](https://www.gladly.com/gladly-connect-live-2025-register/) **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 ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **[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. ![ai summary](https://connect.gladly.com/wp-content/uploads/2025/01/Screen-Shot-2025-01-08-at-3.33.36-PM.png) *This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting*[Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team)*or your CSM. It will become generally available to all Answer Threads customers in the coming weeks.* ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **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. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **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. [![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Register%20CTA%20Button.png)](https://www.gladly.com/gladly-connect-live-2025-register/) **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 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **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. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **[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. ![ai summary](https://connect.gladly.com/wp-content/uploads/2025/01/Screen-Shot-2025-01-08-at-3.33.36-PM.png) *This feature is currently deactivated for Answer Threads customers but can be activated upon request by contacting*[Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team)*or your CSM. It will become generally available to all Answer Threads customers in early January.* ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **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. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **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](https://help.gladly.com/docs/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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-v2?secure%5Bpage_id%5D=gladly-v2&secure%5Brewards%5D=true&secure%5Btoken%5D=2ac29c7b96086a25f785491b0d4a619105e61561926bdf821713ab63b13992a6).