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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.
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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.
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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.