January Releases

January 24, 2023

What's Shipped

Customer Details From External System Synced Using Mobile Number

When the Phone Number option in an app’s configuration page is activated to allow the linking of Customer details from an external system, auto-linking will now occur if the phone number in a Profile matches a number in an external system, even if only one of the phone numbers is marked as Mobile. This results in less time your team needs to spend to merge or manually link Profiles.

Add Danish as Answer Language

You can easily add Danish as an Answer Language for your Answers knowledge base.

Resolved Issues

Unable To Edit IVR – We resolved an IVR issue where editing an IVR node sometimes caused the progress bar to get stuck and prevented other node edits from being made.

Don't Miss Out

ACADEMY

SMS Compliance and Best Practices Classroom Session

"Delivery Failed," "An unknown error occurred," and "We detected the contents of this message may violate carrier acceptable use policies" are common SMS-deliverability errors that occur when there is non-compliance with SMS rules and regulations. To learn more about how to avoid these errors when using SMS to support customers, please join the Gladly Academy Classroom session on Thursday, January 26th, at 11 AM PT | 2 PM ET.

WEBINAR

Surviving Business Uncertainty

Join Gladly and customer experience coach Dan Gingiss on Tuesday, January 31, as they discuss long-term strategies for brands to survive this era of business uncertainty. Register today!

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

PRODUCT

Reminder: Sidekick Privacy Policy Feature

You can now configure and display a privacy disclaimer text on Sidekick and link back to your Privacy Policy web page for your chat Customers to review. Do this to remain compliant with privacy laws and ensure your Customers have the information they need to understand how you may use their information.

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 17, 2023

What's Shipped

Sidekick Privacy Policy

You can now configure and display a privacy disclaimer text on Sidekick and link to your Privacy Policy web page for your chat Customers to review. Do this to remain compliant with privacy laws and ensure your Customers have the information they need to understand how you may use their information.

Threads (WISMO) Font Enhancement

Use the Font 2 setting on the Sidekick configuration page to change the font for order status information WISMO and Quick Reply buttons. For example, in the image below, “Helvetica Neue, Helvetica, sans-serif” is used for Font 1, and “Brush Script MT” for Font 2.

Don't Miss Out

ACADEMY

SMS Compliance and Best Practices Classroom Session

"Delivery Failed," "An unknown error occurred," and "We detected the contents of this message may violate carrier acceptable use policies" are common SMS-deliverability errors that occur when there is non-compliance with SMS rules and regulations. To learn more about how to avoid these errors when using SMS to support customers, please join the Gladly Academy Classroom session on Thursday, January 26th, at 11 AM PT | 2 PM ET.

EVENT

Gladly Connect Local – Los Angeles Happy Hour

Join Gladly on Tuesday, January 24, at etta for Gladly Connect local (LA), where CX leaders are coming together to discuss how leaders can discuss and should incorporate (over complimentary drinks and appetizers) an Agent happiness metric into their yearly planning. Register today!

WEBINAR

Surviving Business Uncertainty

Join Gladly and customer experience coach Dan Gingiss on Tuesday, January 31, as they discuss long-term strategies for brands to survive this era of business uncertainty. Register today!

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

PRODUCT

Mark Answers as Favorites

Announced last week, don't forget that you can now quickly access your most frequently used Answers — regardless of Language or Audience — by clicking the star icon and marking them as favorites. Favorited Answers appear every time the Answers Pane is opened.

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 10, 2023

What's Shipped

Mark Answers as Favorites

Save time and quickly access your most frequently used Answers — regardless of Language or Audience — by clicking the star icon and marking them as favorites. Favorited Answers appear every time the Answers Pane is opened.

Customer Profile Deletion Enhancement

Compliance Administrators will no longer be able to delete Customer Profiles with an open Conversation, and the Delete Customer option will be grayed out. This prevents possible errors (e.g., wrong Liveboard status), such as putting phone calls in a bad/unknown state if the Profile is deleted while there’s an active phone call.

What's Coming

Sidekick Privacy Policy

Soon, you’ll be able to configure and display privacy disclaimer text on Sidekick and link back to your Privacy Policy web page for your chat Customers to review. Stay tuned!

Resolved Issues

Proactive Chat ‘Time On Page’ Fix – We fixed a bug in Proactive Chat that sometimes triggered a Proactive Chat message to appear before the current Time On Page value expired.

Bulk User Upload Failing for Compliance Administrator – Uploading Compliance Administrator roles in bulk incorrectly returned an “Invalid roles: Compliance Administrator" error. This is now fixed.

Work Session ID ‘Null’ Value – The Work Sessions Report now returns a `null` Work Session ID for any communication sessions with no Agent activity.

Don't Miss Out

EVENT

Save the date: Gladly Connect Live 2023

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place virtually and in person in New Orleans, Louisiana, on May 9-10, 2023. Save your spot by registering today!

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.