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June 10, 2026
Workflow Editor Improvements
A batch of updates to the Workflow editor upgrade the way Workflows behave at runtime, and provides more capabilities to tackle a great number of use cases.
AI Judge condition in ‘If’ steps – The If step includes an "AI Judge" option. You can combine it with standard checks (email, name, step output) in the same AND/OR chain, letting AI evaluate criteria that don't fit a literal comparison while deterministic conditions handle the rest.
Bump all Workflows in use to latest version – The "In Use" panel includes a "Bump all to v{N}" action that updates any live Workflow onto the latest published version. Workflows already at the latest are skipped automatically.
Variables in ‘Add Note’ action – The Add Note action supports variables. Type ‘$.’ in the note field to insert Workflow data, such as values captured earlier or Customer details, directly into a note.
Workflow version shown in Conversation Review panel – The Conversation Review panel displays which version of a Workflow ran next to the Workflow name (e.g., "Spam Routing v6"), so you can tell exactly which version produced the steps you're reviewing.
Variables in Apply Freeform Topics – The Apply Freeform Topics step can pull values from earlier steps using the variable picker instead of requiring manually typed text. You can also combine variables with static text in the same field.
Improved Guide Selection for Image Messages
Gladly AI's intent classification accounts for image attachments. Previously, an image sent with no text was treated as an empty message, and an image with a caption was classified on the caption alone. The classifier now recognizes when a Customer has attached an image, so it can route these Conversations to the appropriate Guide.
Delete Inactive and Draft Guides
Customers can delete Guides in Inactive and Draft states directly from the Guide list. A confirmation is displayed before deletion. Active Guides must be deactivated before deleting.
Answer Count Visible by Audience
The number of Answers associated with each Audience displays next to the All Audiences filter on the Answers page, making it easier to see how content is distributed.
Active and Archived Tabs for Rules and Inboxes
The Rules and Inboxes settings pages now include Active and Archived tabs, making it easier to navigate between current and retired items.
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New Workflow Dimensions in Gladly AI Sessions Reporting
Several new fields are available in Gladly AI Sessions reporting:
Workflow (Y/N) – Flags whether any Workflow ran on the session.
Workflow Message Sent (Y/N) – Flags whether a Workflow authored at least one outbound message to the Customer.
Workflow Outcomes – Comma-separated list of each Workflow that ran and how it completed (e.g., "Authentication: COMPLETED, Order Lookup: HANDED_OFF"). Possible outcomes include: COMPLETED, ENDED, HANDED_OFF, and FAILED.
Distinct Workflows Run – Count of distinct Workflows that ran in a given AI session, with companion measures for totals and averages.
Workflow AI Messages Sent – Count of outbound AI messages authored by a Workflow.
Favorited Answers Ranked First in Search
When searching in the Answers Panel, Answers marked as favorite now appear at the top of the results list instead of their normal relevance-based position.
Updated AI Performance
Gladly continuously evolves the underlying models that power our AI to ensure Customers benefit from the latest advances in performance and accuracy. As part of those efforts, we will be migrating all organizations to updated models over the coming weeks.
Starting this week, you can opt in early to begin testing against new models. Navigate to your Gladly Agents → Basics tile → Early Access section, and select "Updated AI Performance." We recommend turning this on now to validate your AI set up ahead of the full rollout.
Here is the rollout timeline:
June 9–June 23 (Opt-In): Click "Updated AI Performance" on any Gladly Agent to begin testing the new models. This is optional – your current models remain the default during this window.
June 24 (Opt-Out): The updated models become the default for all Gladly Agents. If needed, you can still revert individual Gladly Agents using the toggle in the Basics tile.
July 1: The toggle will be removed and the updated models will be the standard for all Gladly Agents.
A few tips to get the most out of the transition:
Review your top Guides after enabling the update to confirm AI responses are aligned with your expectations.
Monitor handoff rates and resolution quality during the testing window to catch any differences early.
Reach out to Gladly Support with any questions or feedback.
Redesigned Gladly Agent Deployment Experience
Next week, we're rolling out an updated experience for how Admins deploy Gladly Agents to live traffic. The Gladly Agent home page, Entry Points page, and Versions and Changelog pages are all being refreshed with a clearer layout and a simplified deployment flow. Here's what to expect:
Deployment status at a glance – The Gladly Agent page will feature a clear callout showing exactly where each Gladly Agent is deployed and on which version, so you always know what's live.
One-click publish to all Entry Points – A new shortcut lets you publish the latest version to all configured Entry Points at once. This is especially helpful for Gladly Agents serving multiple Chat or Email endpoints.
Entry Point configuration made clearer – The Entry Points page is redesigned to make A/B testing configurations front and center and highlights when a deployed version is behind the latest available version.
Improved version history – The Versions page is now Gladly Agent-specific and consistently displays the date a version was saved, a summary of changes, and which Entry Points it is published on.
New Changelog placement – The Changelog is moving to the main menu, simplifying the the Gladly Agent view, without losing any insight.
These updates replace the previous deploy action with a more intuitive flow. No changes are needed on your end – the new experience will be available automatically. Stay tuned for full details, documentation and more in next week's release notes.
Free Gladly AI optimization – no cost, no SOW!
Want to make sure your Gladly AI setup is working as hard as it can for your team? We're offering complimentary AI configuration reviews with our team – available at no additional cost. Teams that complete it see resolution rates improve by 10% or more.
Each session includes:
AI setup review – Gladly Agent, Guides, Workflows and Public Answers tuning
Best practices – What's working across our customer base right now
Hands-on training – Ensure your team can confidently manage and iterate AI independently
To book your session, email gladly-optimization-team@gladly.com and include the OMS your organization is currently using. We'll follow up with next steps!
[Action Required] Contact Export Report: Older Versions Deprecated in 5 Weeks
If you missed last week's announcement, we've migrated the Contact Export report to new infrastructure that makes it 2-3x faster!
As part of this migration, we will retire older versions of this report – ContactExportReport and ContactExportReportV2 – in 5 weeks. If your team currently uses either of these versions, please update your integrations to use ContactExportReportV3 to avoid any disruption.
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.
Search Will Soon Include Tasks
Universal search is expanding to include Tasks alongside Conversations and Customers. Agents will be able to search for Tasks by keyword, filter results by type, and open a Task directly from the search results.
Insights Agent: Just Ask Gladly
We will soon be releasing the Insights Agent, so you can ask questions about your data and performance in plain English and get instant answers. No digging through reports or waiting on analysts, just ask AI and get the insights you need directly from your Gladly dashboards.
Test Your AI at Scale with Simulations
We’re getting ready to launch Simulations, a new way to validate AI configurations before it reaches Customers. Define Conversation scenarios in plain language, or let AI generate them for you, and run the entire suite with one click. Stay tuned!
Copy Link Button in Tester Now Links to Conversation Review Panel
Fixed – The "copy link" icon on the testing page copied a link back to the same test Conversation. It now copies a link to the Conversation Review panel for that session, making it easy to share or revisit a test Conversation in context.
Duplicate Verification Prompt on Rapid Messages
Fixed – A Customer sending two messages in quick succession at the start of a Conversation could receive the same identity-verification prompt twice. The AI now asks once and waits for the reply.
Failed Nested Workflow Steps Now Shown as Separate Cards
Fixed – The Conversation Review panel displays failed ‘Remember’ and ‘Recall’ steps as their own cards when they fail. Previously, the failure was only visible on the parent step error message. Reviewers can now see exactly which nested step failed and why.
Quick Reply Messages Now Render Formatting Correctly
Fixed – Quick reply request messages in the Chat widget now render HTML tags and markdown formatting as intended.
Gladly Chat on Shopify Checkout
Fixed – The Gladly Chat widget was not appearing on the Shopify checkout page under certain conditions when added via the checkout editor.
RESOURCE
How ProClip USA Resolved 51% of Chats with AI and Maintained 99% CSAT
ProClip USA needed to improve response times without sacrificing customer experience. Within 90 days of launching Gladly, the team achieved 51% AI resolution, 99% CSAT, and cut response times from 13 hours to less than one.
EVENT
Get Customized Quince Items at CCW Las Vegas
Stop by Gladly Booth #1121 on June 24–25 for live demos, practical conversations about AI in CX, and a firsthand look at how leading brands are combining AI and human service in one continuous customer conversation.
Spend 30 minutes with our team and we'll send you home with customized customer items from Quince.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
June 3, 2026
One-Time Password (OTP) Settings and Audit Log
A new One-Time Password page is available under Settings → Security and Compliance. Workflows can send a one-time code to a Customer's email or phone number to verify they control that address before taking action – such as looking up or canceling an order. A starter Workflow template (User address verification) is available to get up and running quickly.
The settings page lets Admins configure the sender brand name and email ‘From’ address. A built-in Audit Log tracks every send, delivery, and verification attempt by recipient.
Searchable Workflow Triggers with Version and Direct Links
Dropdowns in the "Before First Message" and "Before Handoff" sections of the Workflow Triggers tile now include a search box. Each listed Workflow displays its version, is searchable by name or description, and can be opened in a new tab via the link icon.
Reorderable ‘Else If’ Branches in Workflow Editor
Rearrange ‘Else If’ branches by using the "Move Up" and "Move Down" options within the editor instead of deleting and re-adding them in the desired order.
Workflow Step Cards in Conversation Review Show More Details
Workflow cards in the Inspect Summary surface more context for each step, making it easier for Admins to debug Workflow behavior and understand how AI decisions were made:
Failed Workflow steps consistently show a red error banner on the title row across all step types. Expanding the card reveals the underlying error message.
Recall steps show more detail about what was returned and whether the runtime fell back to a default value.
Ask steps display the initial Workflow prompt, the Agent's outgoing message, the Customer's reply, and the collected value on one expandable row – each labeled and truncated to a single line for quick scanning, with full detail one click away.
Use steps show the action name in a single collapsed row. Expanding reveals the raw input and output exactly as recorded, making it easier to debug what an action was called with and what it returned.
Stop steps now lead with the final action the Workflow took. For "Go to" handoffs, the target Gladly Agent name is a clickable link in the row title. The expanded view shows reasoning, any Guides the Workflow redirected to, or errors.
Updates to Shopify Compliance Redaction Requests
Compliance Admins have more visibility, more export options, and more control over how they manage redaction requests:
The daily digest email now shows when its counts were generated, the age of the oldest pending request, and the age range of pending requests per type – so Admins can distinguish a stalled backlog from a fresh queue without leaving the email.
Compliance Admins can export the full redaction requests list as a CSV from the Redaction Requests page. The export includes the full Shopify Customer ID and surrounding metadata (request type, status, shop domain, fulfilment info), and respects any filters applied on the page.
Compliance Admins can opt out of the daily pending redaction requests digest email by clicking the ‘Settings’ button within Security and Compliance → Redaction Requests and unchecking the email opt-in.
Audit Log Includes Agent Email and Name
Audit Log entries initiated by an Agent now display the Agent's email and name, making it easier to identify who made each configuration change without looking up the Agent ID separately.
View AI Conversation from the Conversation Timeline Summary
Admins and Managers can jump to the corresponding Gladly AI Conversation directly from the AI summary within the Conversation Timeline. Click the external link button on the summary card to open the Conversation Review panel for that AI response – no need to go through the overflow menu.
Granular Topic Requirements on Conversation Closure
Admins can now configure specific Topic requirements that must be applied before a Conversation can be closed. Some of these requirements might include:
Require a topic from one or more parent groups.
Require a minimum number of topics overall.
Require specific freeform topics to be filled in.
Topics can also be marked as "Category only" so they act as organizing groups in the hierarchy and are never applied to a Conversation directly. When closure is blocked, the Apply Topics tooltip tells the Agent exactly which group or Freeform Topic still needs to be addressed.
Mid-Conversation Guide Reclassifier Now Default Behavior
Gladly AI now reassesses which Guide to use after every Customer message – not just the first one. If the AI initially picks the wrong Guide, or a Customer shifts topics mid-Conversation, Gladly AI seamlessly moves to the correct Guide. This behavior is now active by default across all organizations with no configuration needed.
A few tips to get the most out of this feature:
Write clear Guide descriptions so the reclassifier can route accurately.
Minimize overlap between Guides.
Keep each Guide self-contained rather than redirecting to another.
Learn more about best practices for accurate Guide selection.
Export Rules Available via the Support Tool Portal
The Configuration Exports panel within the Self-Serve API Export Tool includes an Export Rules option that downloads your routing and automation Rules as a CSV.
Each rule includes its name, priority, trigger, conditions, and actions – with all IDs resolved to readable names (Topics, Agents, Inboxes, etc.) so the export is useful without cross-referencing.
Spam Detection Management Available in Email Settings
A new Spam Management tab is available under Settings → Email, giving Admins direct control over Gladly's built-in spam detector. If the detector is flagging legitimate Customer emails as spam, Admins can now deactivate it themselves instead of contacting Gladly Support.
When active, the detector identifies potential spam so it can be automatically closed by Rules and bypassed by Gladly AI. Learn more about spam management.
Additional Gladly AI Workflow Outcome Dimensions in Insight Builder
Two new Conversation Metrics dimensions are available in Insight Builder:
Gladly AI Workflow – Shows which Workflows ran during a Conversation and how each completed, formatted as "WorkflowName: outcome" and comma-separated when multiple Workflows ran.
Gladly AI Workflow Deployed – A Yes/No flag indicating whether any Workflow ran on the Conversation.
Controls Accessible During Incoming Notifications
Agents can now access the top-right header controls (Search, Notifications, Profile Menu) while an incoming Conversation notification is on screen. The Customer name in the notification banner also displays more completely.
[Action Required] Contact Export Report: Older Versions Deprecated in 6 Weeks
If you missed last week's announcement, we've migrated the Contact Export report to new infrastructure that makes it 2-3x faster!
As part of this migration, we will retire older versions of this report – ContactExportReport and ContactExportReportV2 – in 6 weeks. If your team currently uses either of these versions, please update your integrations to use ContactExportReportV3 to avoid any disruption.
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.
Search Will Soon Include Tasks
Universal search is expanding to include Tasks alongside Conversations and Customers. Agents will be able to search for Tasks by keyword, filter results by type, and open a Task directly from the search results.
Insights Agent: Just Ask Gladly
We will soon be releasing the Insights Agent, so you can ask questions about your data and performance in plain English and get instant answers. No digging through reports or waiting on analysts, just ask AI and get the insights you need directly from your Gladly dashboards.
Test Your AI at Scale with Simulations
We’re getting ready to launch Simulations, a new way to validate AI configurations before it reaches Customers. Define Conversation scenarios in plain language, or let AI generate them for you, and run the entire suite with one click. Stay tuned!
Chat Widget Accessibility Fixes
Fixed – The Chat widget did not place focus in the message input when opened. Focus now lands in the correct field automatically.
Fixed – Pressing Escape did not always close the Chat widget. Escape now reliably closes the widget in all scenarios.
Fixed – Keyboard focus could become stuck on the Chat launcher button. Interactive elements now have proper accessible labels and structure.
Workflow Recall and Remember Steps No Longer Cause Unexpected Handoffs
Fixed – Conversations could unexpectedly hand off to an Agent when a Gladly AI Workflow used a Recall or Remember step. These Conversations are now handled by AI as expected.
AI-Created Tasks Resolve Datetime Formatting Issue
Fixed – AI-created Tasks could fail to be created in certain circumstances due to datetime formatting issues.
Yotpo Data Pulls Handle Inconsistent Timestamps
Fixed – Yotpo loyalty, Customer, and reviews data pulls could intermittently fail due to inconsistent date formats returned by Yotpo. Date fields are now converted to a standard format to prevent these errors
RESOURCE
What Retail’s Best AI Deployments Have in Common
Most companies assume AI performance comes down to which platform they're running. Gladly analyzed top-performing retail AI deployments and found a different story. The biggest predictor of success wasn't the technology; it was what happened after launch. Read What retail's best AI deployments have in common to discover seven insights from real platform data.
EVENT
Say Hi at CCW Las Vegas!
Join Gladly at Booth #1121 during CCW Las Vegas on June 24–25 for live demos, practical conversations about AI in CX, and a firsthand look at how leading brands are combining AI and human service in one continuous customer conversation.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
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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.