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July 31, 2025
New Sidekick Guides and Answers Performance Dashboard
We've introduced a new dashboard that captures Guide and Answers performance data in a single view. Admins and Team Managers can use this dashboard to identify opportunities where Guide or Answers content can be improved in order to maximize Sidekick’s potential.
Since this new view offers broader insights across both Answers and Guides, it will take the place of the old Sidekick Answer Performance Dashboard.
Focus Events Added to Agent Timestamps Report
The Agent Timestamps report now includes ‘AGENT_AVAILABILITY/FOCUS_ENTERED’ and ‘AGENT_AVAILABILITY/FOCUS_EXITED’ events, giving you deeper visibility into Support Hero activity. These events are also available in the Agent Events data set in Insight Builder for more detailed analysis.
Fulfillment Tracking Support Added to BigCommerce Connector
The BigCommerce connector now includes fulfillment tracking support. Support Heroes can view shipping details, tracking numbers, and carrier information directly within the Customer Profile for BigCommerce orders, making it easier to support post-purchase inquiries.
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.
New Sub-processor for Enhanced Voice AI Performance
Groq provides high-performance AI inference hardware and software designed to accelerate large language models and machine learning workloads. We use Groq as a sub-processor to power faster, more efficient execution of AI models within our Sidekick Voice service, improving responsiveness and overall performance.
[Coming Soon] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
500 Internal Server Error During BigCommerce Customer Lookups
Fixed – Customer lookups via the BigCommerce connector are more reliable, with reduced failures caused by missing or invalid email addresses—ensuring more consistent and stable data retrieval.
RESOURCE
Get to Know Sidekick Voice—On Your Schedule
Both our webinar and Classroom session on Sidekick Voice are now available to watch anytime. See how Sidekick Voice eliminates hold times and delivers natural, AI-powered conversations—then go hands-on with guided setup steps and best practices to launch with confidence.
Watch the webinar and Classroom.
RESOURCE
Get Started with Sidekick Guides Overview Video
Learn how to set your Sidekick Guides up for success with our quick-start tutorial. This overview walks you through the core components of Guides, covers the basics of setup, and shares best practices to keep in mind as you build and refine your experience.
PRODUCT
Additional Sidekick-Specific Fields Available within Conversation Export
Six new fields that provide deeper insight into how Sidekick engaged with Customers are accessible within the Conversation Export report, giving your team more visibility into Sidekick's performance and impact.
Admins and Managers can now access a single, comprehensive view of both Support Hero and Sidekick Conversations in one place. This update makes it easier to review all support activity—whether resolved by a human agent or Sidekick.
Key metrics around Sidekick-resolved Conversations and billable AI usage offer deeper insight into AI performance and impact, empowering Admins and Managers to monitor outcomes, optimize support strategies, and make more informed decisions with ease.
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.
July 24, 2025
Additional Sidekick-Specific Fields Available within Conversation Export
Six new fields that provide deeper insight into how Sidekick engaged with Customers are accessible within the Conversation Export report, giving your team more visibility into Sidekick's performance and impact.
Managers can now access a single, comprehensive view of both Support Hero and Sidekick conversations in one place. This update makes it easier to review all support activity—whether resolved by a human agent or Sidekick.
Key metrics around Sidekick-resolved Conversations and billable AI usage offer deeper insight into AI performance and impact, empowering managers to monitor outcomes, optimize support strategies, and make more informed decisions with ease.
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.
Improved Error Handling for Task Creation API
Fixed – The ‘Create Task for Customer’ API now returns a 409 error when attempting to create a task with an existing ID, rather than a 500 error. The new response includes a detailed JSON error message, consistent with our API documentation, making error handling clearer and more reliable.
RESOURCE
Get to Know Sidekick Voice—On Your Schedule
Both our webinar and Classroom session on Sidekick Voice are now available to watch anytime. See how Sidekick Voice eliminates hold times and delivers natural, AI-powered conversations—then go hands-on with guided setup steps and best practices to launch with confidence.
Watch the webinar and Classroom.
RESOURCE
Get Started with Sidekick Guides Overview Video
Learn how to set your Sidekick Guides up for success with our quick-start tutorial. This overview walks you through the core components of Guides, covers the basics of setup, and shares best practices to keep in mind as you build and refine your experience.
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
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.
July 17, 2025
Guide Column Renamed to Sidekick Profile
In the Guides performance page within Journeys, the “Guide” column has been renamed to “Sidekick Profile” for improved clarity. This column represents the Sidekick instance associated with a given Guide name.
Improved Magento Order Data Handling
We’ve enhanced the Magento 2 connector to ensure order attributes are passed correctly and more consistently. Updates include:
Additional order, fulfillment, and product attributes now appear in Customer profiles
Improved support for Magento extensions and custom fields
Note: To display some of these additional fields in the Gladly profile, please contact Gladly Support for setup assistance.
Cross-Site Scripting (XSS) Protection for Attachment Links
The Chat SDK now sanitizes file and image attachment URLs to prevent XSS vulnerabilities, strengthening protection against malicious links.
Email Added as Channel Filter in Guide Performance Page
Admins and Team Managers will now see Email as a selectable filter in the Guide performance page. While the filter is currently visible in the UI, data is not yet available. This update is part of our preparation for the upcoming open access launch of Sidekick Email and will support deeper performance insights once the channel is fully active.
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.
Additional Sidekick-Specific Fields Coming to Conversation Export
Six new fields that provide deeper insight into how Sidekick engaged with Customers will soon be available in the Conversation Export report, giving your team more visibility into Sidekick's performance and impact.
Oldest Waiting Call Link Redirected Incorrectly in Summary Liveboard
Fixed – the link to the oldest phone call, shown above Current Wait in the Voice Time widget, now navigates to the specific waiting call, rather than just the Conversation as expected.
PRODUCT
App Platform Now Powers Hero, Too
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.
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
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.
July 10, 2025
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.
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.
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.
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.
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.