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January 28, 2026
Track Every Update with the Gladly AI Changelog
See every change made to your AI configuration in one place. The Changelog tracks what changed, when it happened, and who made it. Each entry includes an AI-generated summary explaining the impact in plain language. Access it from any Gladly Agent or Guide editor page.
Filter Custom Channels in Gladly AI Conversations
Filter for Custom Channel interactions on the Gladly AI Conversations page. This allows you to isolate Conversations flowing through custom integrations to QA every touchpoint.
Improved Formatting for Handoffs
We’ve polished the AI handoff experience for a cleaner look. Conversation Summaries now feature a default message posted even when a summary isn't available, so Agents always have context.
Attachments Now Included in Public Conversation Item API
We’ve streamlined how you access data. Retrieve attachments directly in the Conversation Item response via public API, making custom integrations easier to build and manage.
Loop Returns Order Tracking App
The Loop Returns Order Tracking App is now available on the App Platform—empowering teams to view recent shipment tracking details directly inside Gladly.
Why this matters:
Recent tracking at a glance: Displays the 10 most recent order tracking updates from Loop’s Wonderment product so Agents have visibility into shipment status without leaving Gladly.
Full Gladly support: Works across the Gladly platform wherever Agents are working.
Learn more about setting up and managing order tracking for Loop Returns.
New Product Names Roll Out Today
Quick note: As of today, we've updated our product UI to reflect our new naming.
We’ve heard from many of you that some of our names were confusing—and honestly, we agree. So we’re streamlining them to better reflect how you experience Gladly today.
What you'll see:
Gladly Sidekick is now Gladly
Gladly Hero is now Gladly Team
Over the next few weeks, you'll continue to see updates across help docs and other resources. Everything works exactly the same, just with clearer names. Help docs will update over the coming weeks.
Need a refresher on what's changing and why?
App Card Data Display
Fixed – An issue occurred where external data wasn’t appearing when multiple instances of the same App Card were configured. Your data should now populate reliably across all cards.
Microsoft Edge Support
Fixed – Our browser compatibility logic now officially recognizes Microsoft Edge. You can access Gladly Team on Edge without encountering an unsupported browser warning.
Restored Answer Performance Report Filtering
Fixed – Audience information was missing from Answer search analytics. Always including relevant Audience information ensures filtering in Answer Performance reports reflects accurate data.
Updated Gladly Voice Connectivity Audit Text
Fixed – The routing item text indicating call failure due to browser connectivity issues has been updated. To provide better clarity, the audit log will now clearly state: "Agent browser telephony connection failed."
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 Senior Lecturer 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.
January 21, 2026
Choose Dynamic or Static Voice Greetings
You can now choose how your Voice AI (formerly known as Sidekick Voice) greetings are delivered. Configure greetings to be dynamically generated by Gladly using guided AI prompts, or set a static, predefined message. Both options are easily managed from the Gladly Agent’s (formerly known as Sidekick Profile) Basics tile, giving you more control over how Gladly greets Customers.
Larger Chat Attachment Limits
Agents can now send file attachments up to 50 MB, increased from the previous 10 MB limit. This makes it easier to share larger documents and files directly within Chat Conversations.
Clearer Product Names, Same Gladly
As we head into the new year, we’re making a small but important update to simplify our product naming.
We’ve heard from many of you that some of our names were confusing — and honestly, we agree. So we’re streamlining them to better reflect how you experience Gladly today.
What’s changing
Gladly Sidekick → Gladly (the AI)
Gladly Hero → Gladly Team (your agent workspace)
Why we’re doing this
As AI becomes more central to customer service, we want our naming to clearly reflect how Gladly works: AI-powered experiences and a best-in-class agent workspace, built together on one platform. That foundation hasn’t changed.
What this means for you
Nothing operationally. Same product, same capabilities, same pricing and support. Just clearer names.
Prevent Repeated Deletion During Data Syncs
Fixed – An issue where certain data pulls (such as orders and Customers from Gladly’s built-in apps) were repeatedly deleted and recreated during each sync. This fix ensures data is now retained correctly, preventing unnecessary disruptions during synchronization.
Sidekick Dashboard Channel Filter Now Shows All Channels
Fixed – An issue where the 'Sidekick Conversation Channel Name’ filter only displayed some Channels (such as Chat) and excluded Custom Channels. The filter dropdown now correctly lists all standard and Custom Channels configured for your organization, eliminating the need to manually enter exact, case-sensitive Channel names.
RESOURCE
Returns Season Is Here
Returns and “Where Is My Return?” questions are ramping up. Learn how to fine-tune your AI Guides using reporting insights to reduce repeat contacts and deliver a smoother return experience.
Watch Return & WISMR on-demand
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 Senior Lecturer 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.
January 14, 2026
Automatic Topic Assignment for Sidekick Guides
Sidekick can now automatically assign Topics to Conversations based on your existing contact reasons. This new capability complements Gladly’s existing manual Topic tagging, and helps ensure every Conversation is consistently categorized, just as your team would do it. This enables smarter routing, more accurate reporting, and more reliable automation triggers.
To start using Automatic Topics, Customers must configure and activate the feature. Learn more about how to get started with Automatic Topics.
OAuth for Zendesk
Gladly’s Zendesk integration now supports OAuth authentication, aligning with Zendesk’s latest security requirements. Existing API tokens will continue to work until Zendesk disables them on January 20.
Smarter App Action Version Filtering in Guides
When configuring Guides with App Platform actions, only the latest version of each app’s actions is now shown by default.
If a Guide already uses an older app version, both the existing and latest versions will display, preserving compatibility while allowing intentional version selection.
HTTP Request Steps & Secrets for App Actions
App Actions now support HTTP request steps and built-in Secrets management across all organizations.
HTTP Request steps let you make external API calls directly within an App Action to fetch data, send webhooks, or integrate with REST APIs.
Secrets provide secure, encrypted storage for sensitive values like API keys and tokens, keeping them separate from your action logic.
Clearer Product Names, Same Gladly
As we head into the new year, we’re making a small but important update to simplify our product naming.
We’ve heard from many of you that some of our names were confusing — and honestly, we agree. So we’re streamlining them to better reflect how you experience Gladly today.
What’s changing
Gladly Sidekick → Gladly (the AI)
Gladly Hero → Gladly Team (your agent workspace)
Why we’re doing this
As AI becomes more central to customer service, we want our naming to clearly reflect how Gladly works: AI-powered experiences and a best-in-class agent workspace, built together on one platform. That foundation hasn’t changed.
What this means for you
Nothing operationally. Same product, same capabilities, same pricing and support. Just clearer names.
A Better Answer Guide Experience is on the Way
We're automatically upgrading your Sidekick Answers Guide to the new Questions and Recommendations Guide–same functionality, better performance.
With this new Guide, you can point Sidekick to specific websites, letting it pull information directly from your trusted sources. This means Sidekick can answer a broader range of customer questions and deliver more precise recommendations. Learn how to configure websites here.
No action needed on your end. There's no loss of functionality, and your previous Answers Guide will remain available under the "Inactive" tab for reference.
Built-In Role Permissions
Fixed – The Agent Plus role was incorrectly able to edit Answers. This fix was included in last week’s release and is now fully reflected in the product.
Presence-Based Utilization Tracking
Fixed – Work sessions and handle time tracking could fail if an Agent’s return-from-away event was missed due to connectivity issues.
RESOURCE
Returns Season Is Here
Returns and “Where Is My Return?” questions are ramping up. Learn how to fine-tune your AI Guides using reporting insights to reduce repeat contacts and deliver a smoother return experience.
Watch Return & WISMR on-demand
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.
January 7, 2026
Faster Sidekick Profile Setup Directly from the Guides UI
You can now create a new Sidekick Profile directly from the profile selector dropdown within the Guides interface. The “Create Sidekick Profile” button makes it faster and easier to set up profiles without leaving your workflow.
By setting up multiple Sidekick Profiles, you can give Sidekick the right context to deliver more accurate, on‑brand, and helpful responses across all of your Customer experiences.
[Coming Soon] Automatic Topic Assignment for Sidekick Guides
In January, Sidekick will automatically categorize Conversations using your existing contact reasons, even where Topics haven't been manually assigned. Every Conversation gets properly categorized, just like your Agents would handle them, powering smarter routing, better reporting, and consistent automation triggers.
You can also manually apply Topics directly within a Guide to trigger automation workflows like intelligent routing to specific Inboxes. Learn more about best practices for using Topics in Guides.
Learn more about best practices and key use cases for applying Topics within a Guide.
A Better Answer Guide Experience is on the Way
We're automatically upgrading your Sidekick Answers Guide to the new Questions and Recommendations Guide–same functionality, better performance.
With this new Guide, you can point Sidekick to specific websites, letting it pull information directly from your trusted sources. This means Sidekick can answer a broader range of customer questions and deliver more precise recommendations. Learn how to configure websites here. No action is needed on your end, and there’s no loss of functionality—only a smoother experience designed to help Sidekick deliver even better responses.
No action needed on your end—there's no loss of functionality, and your previous Answers Guide will remain available under the 'Inactive' tab for reference.
Update Inline Attachment Styles
Custom channel attachments now display at the correct size without stretching or overlapping other items.
Fix Background Page Focus Behind Open Chat
Agents can now click and interact with page elements behind an open Chat widget (previously blocked).
Estimated Wait Time Included in Session Started Event for Inbound Calls
The Contact Metrics dataset and Contact Export report now show the correct Estimated Wait Time for inbound calls (previously showed as 0).
Improved Validation for Date and Time Range Requests
Our API now returns specific, actionable errors when date/time ranges conflict or aren't supported for your request type.
RESOURCE
You Survived Peak Season—Now Make Sidekick Even Better
Sidekick handled your busiest season—now learn how to use that performance data to make it even better. Use Sidekick Reporting to identify what's working and where to improve next.
RESOURCE
Choosing Voice AI Without the Guesswork
High containment rates don't always mean happy Customers. Learn which Voice AI promises to question and how to evaluate solutions for long-term CX success, not just deflection.
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.