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July 1, 2026
Gladly Agent Versions and Entry Points Updates
A batch of improvements to the Versions page, Entry Points page, and Guide tester make it easier to test, deploy, and iterate on your Gladly Agents.
Inspect Summary links to the specific Gladly Agent version – The Inspect Summary in the Conversation Review panel navigates directly to the version of the Gladly Agent that ran during the Conversation. If the Conversation ran on an older version, clicking the link opens a read-only view of that version. This also applies to test Conversations run in the Guide tester.
Select a Gladly Agent version in the Guide tester – Choose which Gladly Agent version to use when testing scenarios within the Guide tester.
Search bar on Add Entry Points – The "Add entry points" button on the Entry Points page includes a search bar, making it easier to find unassigned Entry Points by name or address instead of scrolling the full grouped list.
Workflow Trigger changes tracked in version history – Changes made to the Workflow Triggers tile on the Gladly Agent page are now reflected in the "What Changed" column on the Versions page.
"Workflows" label renamed to "Workflow Triggers" on Versions page – The "Workflows" label displayed in the "What Changed" column has been renamed to "Workflow Triggers" for clarity.
Refreshed Gladly AI Conversations Page
The Gladly AI Conversations page has an updated look and feel. Each row displays the first message sent by the Customer and the first response generated by AI, making it easier to scan and identify sessions at a glance. The Channel icon has also been relocated to the start of each row for quicker visual reference.
Granular Settings Permissions for Custom Roles
Admins can grant Custom Roles access to the following individual Settings areas via four new permissions:
Agent Experience
Channels
Orchestration
Proactive Conversations
Dedicated Hero Condition in Workflow ‘If’ Step
Build ‘If’ step conditions on a Customer's Dedicated Hero using the new ‘Dedicated Hero’ variable. Check whether the Customer has a Dedicated Hero, or matching on the assigned Agent's name, email, or team name – instead of writing a custom expression.
Inline Workflow Step Review in the Tester
Workflow authors can review all the steps a tested Workflow took directly within the Workflow tester. Expand each message the Workflow sent for a deeper view of how it arrived at the response and debug behavior without leaving the Workflow editor.
Gladly AI Sessions Reporting Now Includes Historical Data
Gladly AI Sessions reporting includes historical data from before January 2026. Previously, Sessions reporting was limited to data on or after January 1, 2026, which meant teams couldn't compare current AI performance against earlier periods or analyze long-term trends. The full history is now available, making it easier to measure progress, identify seasonal patterns, and build reports that span your entire Gladly AI rollout.
Updated AI performance: All Gladly Agented rolled over to new models
As first shared in the June 10 release notes, Gladly has been migrating all organizations to updated AI models to ensure Customers benefit from the latest advances in performance and accuracy.
Updated models are now the default for all Gladly Agents, and the "Updated AI performance" toggle has been removed from the 'Basics' tile.
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Phone Metrics Added to Insight Builder
New phone-related metric families are now available in the Agent Metrics explore in Insight Builder:
Contact Handle Time – Phone Call and After Contact Time – Phone Call, broken out by Inbound and Outbound.
Contacts With Contact Handle Time, broken out by Inbound/Outbound for Phone Call, Chat, SMS, and Email.
Hold Time – Phone and Talk Time – Phone, broken out by Inbound and Outbound (previously available only at the Contact level).
New App Platform Integrations: Klaviyo and Okendo
Two additional external apps are now available on the App Platform, bringing email marketing and reviews-and-loyalty data directly into the Conversation:
Klaviyo – Surfaces a Customer's email marketing consent status, recent marketing emails, and subscription profile in a Customer Details card.
Agents can see what a Customer has received before replying, and unsubscribe a Customer from Klaviyo marketing email directly from the Conversation, no tool-switching required.
Klaviyo data is also available to Gladly AI via Data Pulls, so Guides can factor in subscription status when responding.
Okendo – Surfaces a Customer's product reviews and loyalty standing in two Customer Details cards:
Okendo Reviews (star rating, content, photos, sentiment, and any store reply)
Okendo Loyalty (points balance, enrollment status, and VIP tier)
Agents can reply to a review – publicly or privately – without leaving Gladly
Okendo loyalty data is available to Gladly AI via Data Pulls for personalized, context-aware responses.
To get started, navigate to Settings → Apps → Create Configuration and select Klaviyo or Okendo from the menu.
[Action Required] Contact Export, Contact Summary, and Work Sessions Reports: Older Versions Deprecated Soon
We've migrated the Contact Export, the Contact Summary, and Work Sessions reports to new infrastructure that makes them 2-3x faster!
As part of this migration, we will retire older versions of all three of these reports, with ContactExportReport and ContactExportReportV2 deprecated first, in 2 weeks. If your team currently uses either of these versions, please update your integrations to use ContactExportReportV3 to avoid any disruption.
The following Contact Summary and Work Sessions report versions will be deprecated on September 2, 2026:
ContactSummaryReport
WorkSessionEventsReport
WorkSessionEventsReportV2
WorkSessionEventsReportV3
"Conversations" Renamed to "Sessions" in Gladly AI
In two weeks, we will rename "Conversations" to "Sessions" throughout the Gladly AI interface – most visibly on the "Gladly AI Conversations" page, which will become "Gladly AI Sessions."
The update reflects how these terms are already defined in the Gladly platform:
A Conversation is the time-bounded grouping of all interactions a Customer has with your brand. It can include any combination of AI Sessions and team-handled Contacts.
A Session is a single Gladly AI interaction – one Chat, one phone call, one Email thread handled by AI. It stays open while the Customer and Gladly AI are actively exchanging messages and closes after 2 hours of inactivity.
Because Gladly AI operates at the Session level – handling one interaction at a time – we’ll be updating the UI to clearly reflect this.
This is a terminology change only; reporting and billing are not affected. Learn more about Conversations vs. Sessions – and which reports to use for each.
Refreshed Main Navigation
We'll be updating the main navigation menu to make Gladly easier to navigate as it continues to grow.
The new menu organizes features into clear, intuitive categories – separating AI items and Gladly Team into their own sections, and grouping items by what you do with them (Analyze, Manage, Test, Deploy) rather than a flat list.
A few things to keep in mind:
Admin Settings stay the same – Existing Settings menu and selections are not affected.
Consistent across all pages – The full navigation menu will appear everywhere in the product, not just on certain pages.
Permissions are unchanged – What you see will continue to depend on your role and access level.
Stay tuned for more details in the coming weeks.
Signals: AI Conversation Quality Evaluation
Signals is a new way to evaluate the quality of your AI Conversations at scale – no surveys, manual review, or third-party tools required. Write evaluation criteria in plain English, run them against hundreds of Conversations at once, and see pass/fail breakdowns with the ability to drill into any result for the full transcript and AI reasoning.
Signals gives you continuous visibility into how your AI is performing, at a scale no team could match manually. Define evaluation criteria around the things that matter most to your operation – sentiment, policy adherence, customer feedback on a new product change, or anything else you want to track.
Write your criteria in plain English, run them against hundreds of Conversations at once, and get qualitative insights with the ability to drill into any result for the full transcript and AI reasoning. Monitor every AI Conversation and uncover Customer insights, right in Gladly.
Want early access? Signals is currently in beta and will be available for free temporarily. If you'd like to try it and share your feedback, please contact Gladly Support to get started.
Voice Mode Coming to the Guide Tester
Soon you'll be able to test how your Voice AI sounds to a caller before they experience it – without picking up the phone.
Voice testing is coming directly to the Guide Tester. Instead of typing, click the microphone icon, speak naturally, and hear the AI respond out loud using the same speech recognition, spoken voice, and pronunciation settings as a real phone call. See exactly how your Guide performs in a real voice conversation – the response timing, the language, the tone, all of it.
It's a private test conversation that never reaches live Customers or affects your reporting, so you can validate how callers will be understood and how responses will sound before going live. The full transcript appears in the tester afterward for review. No phone number or IVR setup is required – just open the Guide Tester, select Voice as the Channel, and start talking.
Before this, validating Voice AI behavior meant placing actual phone calls. Now you can validate the full voice experience right inside Gladly, catch issues before they reach callers, and tune your setup with confidence. Stay tuned for availability details.
We're Bringing Mobile Support to Gladly!
We are excited to introduce mobile support for Gladly Team. Designed for Agents on the go or away from their desk, this update lets you view your Customer list, open Conversations, and take action directly from your phone.
Want early access? Mobile support is currently in beta. If you'd like to be among the first to try it and share your feedback, please contact Gladly Support to get started.
Versions Page Timezone Incorrect on Refresh
Fixed – Timestamps in the Version and Summary columns on the Versions page would briefly render in the wrong timezone on page refresh before correcting to the local time.
Inspect Summary Shows Local Timezone
Fixed – The Agent version timestamp in the Inspect Summary panel now displays in the local timezone instead of UTC.
Rich-Content Agent Messages Trigger message:received Event
Fixed – The message:received event now fires for Agent messages sent as rich (HTML) content. Previously these messages did not trigger the event.
Workflow Editor, Runtime, and Template Fixes
Fixed – Using the same action more than once in a Workflow produced a duplicate-output error that prevented the author from saving. Repeated actions now save correctly, and all validation errors are listed under the validation banner with a working "Jump to" link that navigates to the exact field.
Fixed – The error banner in the Workflow editor could remain stuck on "Save blocked until errors are resolved,” with no visible per-step errors.The banner now reflects the errors actually shown on the steps, so resolving them clears the banner and re-enables Save.
Fixed – Several Workflow templates had starter conditions that referenced variables incorrectly, appearing as unrecognized custom conditions or silently failing to evaluate.
Deployment Status Banner Incorrectly Showing "Not Published"
Fixed – The deployment status banner on the Gladly Agent page could incorrectly show "Not published" even when the Gladly Agent was actively assigned to Entry Points.
Deployment Status Banner Incorrectly Showing "Published"
Fixed – The deployment status banner on the Gladly Agent page could incorrectly show "Published" even when no Entry Points were connected to the Gladly Agent.
Version Preview for Entry Points Linked to Older Versions
Fixed – The version preview stopped working and the label showing how many iterations a version was behind could disappear for Entry Points linked to versions more than 25 saves old.
Shared Report Editing Restricted to Analysts
Fixed – Editing and deleting shared Insight Builder reports from the Reporting view is now restricted to users with the Analyst role. Other users with report access retain view-only permissions.
Analyst Role Includes Read Reports Permission
Fixed – The built-in Analyst role includes the "Read reports" permission, allowing users with only the Analyst role to load Insight Builder and reports without needing to be combined with another role.
OrderGroove Product Names Display for Large Subscriptions
Fixed – Product names in the OrderGroove app were not displaying when a Customer had more than ten open subscriptions.
EVENT
NEXT WEEK! Gladly Roadmap Webinar
Join us on Thursday, July 9 at 11 a.m. PT for a preview of the latest innovations from the Gladly Product and Engineering teams.
We'll cover recent releases, share what's coming next, and give you an early look at the features designed to help your team work smarter and serve customers better.
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5 AI Prompts CX Leaders Actually Need
Five prompts to help you find what’s quietly broken in your CX operation and make the case for fixing it in a language your CFO actually speaks.
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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.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.