July Releases
  • Updated on 29 Jul 2020
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July Releases

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28 July 2020

PRODUCTION

Check out whatโ€™s new in Gladly

Help Option - New Support Contact Page

Along with the introduction of the new Product Documentation website, we also reimagined how you contact Gladly Support when self-service is not enough. The Help link in the avatar menu will now bring you to a page that contains a curated set of Gladly Support contact forms, as well as a set of FAQs and a search bar where you can search our Product Documentation.


New Product Documentation Website

The new product documentation website (help.gladly.com) is going live this week in Production! We encourage you to browse the website and learn a bit more about Gladly. Some of the improvements on the new website include:

  • A fast and accurate search experience for when you have questions about Gladly.
  • Enhanced content structure and navigation designed to provide information in a concise manner.
  • Ability to provide comments and feedback to help us improve our product documentation.
  • + more!

You can directly access help.gladly.com anytime without needing to log into Gladly. But if you need to contact Support, the Help link in the avatar menu will point to the new Support contact page where you will find the Support contact options. You must be logged in to Gladly in order to use the support forms.


Help Center SEO Improvement

We changed the URL structure of public Answers in the Help Center to also include the title in the query string. This will enhance how Help Center content is crawled, indexed, and ranked by search engines for SEO.


Rule Reassignment

We are continually improving Rules so you can complete more activities with less effort. The new Rules update includes:

  1. New Conversation due date Trigger and Unassigned as a new qualifier.
  2. Condition for Assigned to and Agent and Inbox as qualifiers.
  3. Condition to target when a New Contact is started.

These additions to Rules can be utilized in a variety of ways, but here are some of the ways they can be used:

  • Move Conversations to a different Inbox where Agents are available to accept work.
  • Move Conversations to a different Inbox if the Customer responds using a different Channel.
  • Add a Topic to Conversations if the due date is overdue by a certain amount of time.


Outreach Campaigns - "Edit Campaign" Design Update

Instead of clicking on the "eye" icon to edit any Campaigns, you can now access the Edit Campaign option by selecting the three-dot (kebab) menu.




SANDBOX

Features and updates ready to be explored in Sandbox

Public Answers - Font Colors and Numbers/Bullet List

Enhance the Public Answers used in the Help Center or Sidekick by applying font colors. You can also better present lists by using a numbered list and bullets.


Composition Screen - Indentations

Use indentations to add more structure to your Emails, Notes, Tasks, and Email Answers.




FIXED

Bugs and issues we squashed

Task Assignment - We resolved an issue that prevented Tasks from being unassigned from an Inbox or Agent.

Help Center Language Code - Previously, multi-language Help Center wouldn't always load the correct Answers language or would just load a blank screen. This issue has been resolved.




21 July 2020

PRODUCTION

Check out whatโ€™s new in Gladly

Outreach Campaigns

Reduce inbound Customer requests while increasing your Agent productivity using Outreach Campaigns! You can use Outreach Campaigns to proactively call your Customers in bulk without the need to have multiple Agents calling Customers one-by-one just to provide an update.


Task Assignments

We made a few changes to ensure Task assignment behavior is consistent across different situations. Starting this week in Production, in order for Agents to receive a new Task, they must:

  1. Be available (green) in the Mail + Tasks Channel
  2. Select "Next" to receive a new Task item

If an Agent is logging in for the day or logging in after lunch (if they logged out instead of going "Away"), then they will automatically be assigned the next available Task item. To receive additional Task items, Agents must then select "Next."

Correction: Last week, we mentioned that Tasks and Mail items will be assigned to Agents when they click "Next" whichever item has a higher priority. Please note that this update only applies to Tasks. Mail items will continually be automatically assigned based on Agent availability but Agents will need to select "Next" to receive additional Tasks.


Klaviyo Integration

We've built an out-of-the-box integration with the email marketing platform Klaviyo. The Gladly-to-Klaviyo integration publishes conversation/created and conversation/closed events to Klaviyo in real-time. With the two events, you can create dynamic Customer segments and trigger flows based on Customer interactions in Gladly. The Klaviyo-to-Glady integration (e.g., Klaviyo email content and subscriptions available in Gladly Customer Profiles) is coming online soon as well. To learn more, see the Klaviyo card in our integrations library.

If you use or are considering using Klaviyo, please contact Gladly Support to enable the integration.


Block Quotes

Use Block Quotes to highlight paragraphs or sections in your emails, Notes, or Tasks.




SANDBOX

Features and updates ready to be explored in Sandbox

Help Center SEO Improvement

We changed the URL structure of public Answers in the Help Center to also include the title in the query string. This will enhance how Help Center content is crawled, indexed, and ranked by search engines for SEO.

Rule Reassignment

We are continually improving Rules so you can complete more activities with less effort. The new Rules update includes:

  1. New Conversation due date Trigger and Unassigned as a new qualifier.
  2. Condition for Assigned to and Agent and Inbox as qualifiers.
  3. Condition to target when a New Contact is started.

These additions to Rules can be utilized in a variety of ways, but here are some of the ways they can be used:

  • Move Conversations to a different Inbox where Agents are available to accept work.
  • Move Conversations to a different Inbox if the Customer responds using a different Channel.
  • Add a Topic to Conversations if the due date is overdue by a certain amount of time.


New Gladly Product Documentation Website

The new product documentation website is going live this week in Sandbox! Some of the things you will notice include:

  • A fast and accurate search experience for when you have questions about Gladly.
  • Enhanced content structure and navigation designed to provide information in a concise manner.
  • Ability to provide comments and feedback to help us improve our product documentation.
  • + more!

The Help link in Sandbox within the avatar menu will point to the new websiteโ€”help.gladly.com. Because help.gladly.com is slated to be a public website, you may need to whitelist the URL to ensure it can be accessed by your organization.





HEADS UP

Exciting things to watch out for

Incoming Call Banner Update

In next week's release, we are unifying the design of the incoming call banner to always be green.

Currently, if an Agent is Available for Voice and there is a call waiting in the queue, selecting "Next" will route the call to the Agent but with a white banner notification. This will be green starting next week.





IN CASE YOU MISSED IT

Tidbits of useful

Did you know that you can create and manage your own Sidekick? Yes, you heard that right! You don't need Professional Services to set up Sidekick.

If you're not sure what Sidekick is, check out our What is Sidekick guide. When you're ready to create your own Sidekick, just review the Create and Configure Sidekick guide in our product documentation.




14 July 2020


PRODUCTION

Check out whatโ€™s new in Gladly

Emoji Picker

This week in Production, you'll no longer need to leave Gladly to copy and paste your much-needed emojis for responses to Customers ๐Ÿ™Œ. You can now search through all available emojis right from the Composition Screen.

Emojis are supported in email, SMS, chat, social channels, Tasks, Notes, and even Answers! Go ahead, give them a try! ๐Ÿ‘ ๐Ÿ˜


Liveboards - Chat Time Label Update

In response to your feedback and to provide clarity on Chat Time, we changed the "Current Wait Time" label to "Oldest Unanswered Chat" in Liveboards. "Oldest Unanswered Chat" shows how long the oldest chat has been waiting in the queue for the next Agent.


Sidekick - Chat Volume Control Settings

We updated the help text in the Control incoming chat volume settings page to help you better understand how Auto and Manual chat throttling works. We also tweaked the design of the chat controls to improve the user experience.


IVR - Start Icon

We added a Start node to make it easier to find where an IVR phone tree begins.


IVR - Node Highlight

To make it easier to find a related Node option, clicking on a pill element in the IVR tree will now highlight the related option within a Node.


IVR - Unlinked Nodes

Nodes that are disconnected from the main IVR tree will automatically move to the new Unlinked Nodes column to the left of the IVR tree. This will make it easier to re-use Nodes in the future without having to recreate them.


Answer Suggestions

Today, Answer Suggestions works for net-new incoming emails and if the Answers Panel is already open. We enhanced this feature so it also appears if an Agent decides to use a different Channel to respond to the Customer. For example, if an Agent chooses to reply via SMS instead of email, the Answer Suggestions will still appear.




SANDBOX

Features and updates ready to be explored in Sandbox

Outreach Campaigns

Reduce inbound Customer requests while increasing your Agent productivity using Outreach Campaigns! Available in Sandbox this week, you can use Outreach Campaigns to proactively call your Customers in bulk without the need to have multiple Agents calling Customers one-by-one just to provide an update.


Task Assignments

We made a few changes to ensure Task assignment behavior is consistent across different situations. Beginning in Sandbox this week, in order for Agents to receive a new Task, they must:

  1. Be available (green) in the Mail + Tasks Channel
  2. Select "Next" to receive a new Task (or Mail) item

If an Agent is logging in for the day or logging in after lunch (if they logged out instead of going "Away"), then they will automatically be assigned the next available Task or Mail item depending on which one has a higher priority. Agents must then select "Next" in order to receive additional Task or Mail items.


Block Quotes

Use Block Quotes to highlight paragraphs or sections in your emails, Notes, or Tasks.



FIXED

Bugs and issues we squashed

Rules Order - We are removing references to any Rule Order starting with "0". Any Rule with a Rule Order of "0" will be bumped to "1." An existing Rule with a Rule Order of "1" will be bumped to "2" and so on. This update will be applied by EOD Friday.

Composition Screen Formatting

  • Using bullets or numbers to create an ordered list would previously render the Composition Screen unusable. Bullets and numbers can now be used properly without any issues.
  • Left, center, and right justification were not responsive when used for emails, Notes, and Tasks. This is now fixed.

Task Comments - Previously, If there were two open Tasks for a Customer, when the first Task is opened and the second Task opened in the side panel, a bug caused all comments added to the second Task to appear in the first Task. This issue will no longer occur.

Closed Tasks - We resolved an issue that caused closed Tasks to inadvertently appear in Inboxes.

Answer Languages - We fixed an issue that prevented users from adding new Answer languages.

Sidekick Hover Text - We fixed an issue that caused markdown values to display as a hover text in Sidekick.




HEADS UP

Exciting things to watch out for

New Gladly Product Documentation Website

We are introducing a new product documentation website that is designed to help you quickly and easily find everything you need to know about Gladly. Stay tuned!

Sidekick Events

To allow you to better understand how your Customers are using Sidekick, we enhanced Sidekick to emit events that your developers can write code for and capture to transfer to your preferred analytics tool (i.e. Google Analytics or Adobe Analytics). Click here to view event examples.

Visit the developer site to learn more.




IN CASE YOU MISSED IT

Tidbits of useful

Get reacquainted with how you can use Insights to run a well oiled Contact Center.





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