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July Releases

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  • Updated on Jul 10, 2025
  • Published on Jul 10, 2025
  • 3 minute(s) read
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July 10, 2025

Overview of features and updates released to production in a project.

Improved Accuracy in Sidekick Dashboards and Reports

Sidekick dashboards, reports, and the underlying source data in Insight Builder have been updated to exclude Conversations with a null channel. These typically represent instances where Sidekick did not engage as expected and should not be counted toward assists or resolutions.

Expanded CSAT Report Compatibility

The CSAT Summary report now supports an additional survey format in Simplesat. This update ensures more comprehensive data capture across varied survey types.

New ‘Company Address’ Field in Work Sessions Report

The Work Sessions report now includes the ‘Company Address’ field, which provides context on the entry point that Customers used to contact your support team. Typically, multi-brand organizations will use a different Gladly entry point (e.g. Retalé vs. Retalé Factory Store) to differentiate inbound Contact volumes across brands. This enhancement makes it easier to understand how your Support Heroes are spending their time supporting different Customer cohorts across your brands.

App Platform Now Powers Hero, Too

In case you missed it, the Gladly App Platform now supports the Hero interface, delivering on our vision to integrate once and use everywhere. A single app integration can power both Sidekick and Hero, giving your team and your AI access to the same real-time data.

It’s easier than ever to build apps that bring key Customer details into the Hero interface. Cards bring you additional customization of how that data appears, so Support Heroes see what they need, right when they need it. That same data can also drive rules and routing to enable more consistent, scalable service.

At the end of the day, it’s all about extensibility and flexibility. With the App Platform, it’s now easier than ever to bring the data your teams need into Gladly, displayed your way, built to scale with your business.

Announcement of upcoming features and product news for Sandbox users.

New Sub-processor for Enhanced Data Orchestration

We’ve added Airbyte as a new sub-processor to support data orchestration. Airbyte will be used to populate merchant-related product information into Gladly’s CRM. This enables our Sales, Support, and other internal teams to access more complete and up-to-date data, improving the service and value we provide to Customers.

Overview of resolved issues and bugs that have been addressed recently.

Date Range Filter Did Not Apply Correctly in Journeys Performance Pages

Fixed – Date range filters on the Answers Performance and Guide Performance pages now accurately reflect only the Conversations that occurred within the selected range.

Announcement for upcoming events, notices, and news updates for the community.

EVENT

Launching Sidekick Voice Classroom

Join us on Tuesday, July 16 at 11:00 AM PT for a hands-on classroom designed to help you implement and optimize Sidekick Voice with confidence.

You’ll learn how to:

  • Connect IVR to Guides for seamless automation

  • Follow best practices for voice channel setup

  • Support use cases like orders, cancellations, and escalations

  • Get live answers during Q&A with our product experts

PRODUCT

Sidekick Answer Performance Detail Report

Get deeper, smarter insights with the new Sidekick Answer Performance Detail report! Dig into exactly which Public Answers Sidekick is referencing in Customer Conversations. This detailed report helps you spot gaps, uncover opportunities to add new content, and fine-tune existing Answers so that Sidekick can resolve more questions, more often. Access the report within Reports or by clicking ‘Open conversation report’ from the Answer Performance page within Journeys.

PRODUCT

Sidekick Answer Performance Dashboard

The new Answer Performance Dashboard builds on the insights from the Answer Performance page in Journeys. It shows how the Answers Sidekick references are performing over time, helping you track trends and spot areas for improvement. You’ll find the dashboard in the Reports section under the Sidekick category.

RESOURCE

New! Sidekick Guides: Setup Tips and Best Practices

Whether you're getting started with Sidekick Guides or want to improve your setup, check out these educational resources for configuration best practices and tools available to maximize Sidekick’s potential.

Set up Sidekick for success

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.

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.

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