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June 26, 2025
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.
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.
Enhance Guide Accuracy with Name and Description Requirements
To improve clarity and classification, all new Guides now require both a name and a description before they can be saved. Existing Guides without descriptions will continue to work, but we recommend adding one to improve performance and make your Guides easier to manage.
Improved Help Center Error Messaging
Error messages in the Help Center now do more to support your global Customer base:
Standard error messages are now translated into all supported Answer languages.
Scheduled maintenance messages will appear during downtime and are translated accordingly.
Messages display automatically based on your Help Center’s language configuration.
Easily Access Sidekick Conversations from the Conversation Timeline
Admins and Team Managers can now review full details of Sidekick’s interactions with customers directly in the Conversation Timeline. Just select View Sidekick Conversation from the overflow menu on any relevant message.
This makes it easier to trace context, gain deeper insight as to how Sidekick engaged, and identify opportunities to refine your Sidekick setup.
CSAT Summary Report Available in UAT Environments
The CSAT summary report is now available in UAT environments, in addition to Production. This allows CSAT app partners to test data compatibility with Gladly and enables Admins and Developers to review CSAT data within UAT.
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.
No Release Updates the First Week of July
Please note that there will be no release update or email next week, July 3, in observance of the Independence Day (Fourth of July) holiday.
Android SDK Users Prevented from Receiving Agent Messages
Fixed – Android SDK users will experience seamless chat connectivity and message delivery as expected.
Improved Event Consistency When Glad App is Closed with ‘Esc’ Key
Fixed – Glad App now emits the ‘sidekick:closed’ event when it is closed using the ‘Esc’ key. This ensures more consistent and reliable event handling.
EVENT
Sidekick Voice Webinar
Join us on Tuesday, July 8 at 11:00 AM PT for a product webinar to see how Sidekick Voice transforms phone support with AI.
You’ll learn how Sidekick Voice:
Eliminates hold time by engaging callers instantly
Carries natural conversations, even with background noise or interruptions
Hands off to agents seamlessly, with full context and no repeat questions
PRODUCT
See the Conversations Behind Answer Performance
Go beyond the numbers. From the Answers Performance page, you can now open individual Conversations where an Answer was used. Understand why certain Answers may be missing the mark and find opportunities to fine-tune Sidekick with new Suggested Answers.
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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.
June 19, 2025
No Release This Week Due to Scheduled Maintenance
On Wednesday, June 18, 2025, Gladly will conduct a scheduled maintenance, rendering the platform inaccessible between 10:00 p.m. and 11:00 p.m. Pacific Time. There will be no this week as a result.
Consult the preparation guide for details on getting ready for expected downtime.
June 12, 2025
Radically Personal AI Support for Voice
Gladly Sidekick is now available on Voice, delivering AI-powered support to phone conversations. With generative AI, deep consumer context, and seamless third-party integrations, Sidekick can understand and answer questions, take action, and resolve issues quickly, providing fast, effortless support when Customers call.
Sidekick Voice is offered as an add-on feature. If you're interested in enabling it for your team, please reach out to us to learn more.
See the Conversations Behind Answer Performance
Go beyond the numbers. From the Answers Performance page, you can now open individual Conversations where an Answer was used. Understand why certain Answers may be missing the mark and find opportunities to fine-tune Sidekick with new Suggested Answers.
Improved Default Inbox Selection for New Conversations
When a Support Hero starts a new Conversation and sends an outbound message, the Conversation now automatically routes to the Inbox associated with the selected 'From' address.
Streamlined Call Recordings in Conversation Timeline
When Sidekick Voice hands off a Conversation, Support Heroes will now see both recordings – the Sidekick Voice segment and the exchange between the Customer and the Hero – grouped into a single item in the Conversation Timeline, making the flow easier to understand.
Skio App for Gladly Sidekick
We’re excited to announce that the Skio App is now available for Sidekick! With Skio, Sidekick can instantly retrieve and manage customer subscription details—helping you resolve subscription-related inquiries from start to finish, without having to involve a Support Hero needed.
[Downtime] Scheduled Maintenance on June 18, 2025
On Wednesday, June 18, 2025, Gladly will conduct a scheduled maintenance, rendering the platform inaccessible between 10:00 p.m. and 11:00 p.m. Pacific Time. Consult the preparation guide for details on getting ready.
App Platform Data Attributes Missing from Rule Conditions Selector
Fixed – App Platform attributes display properly when creating a Rule.
Invalid Sidekick Voice Recordings Appeared as Ongoing Calls
Fixed – Deleted or empty recordings will disappear from the Conversation Timeline as expected.
PRODUCT
Track Guide Performance with Journeys
You can now see how each Guide is performing directly in Journeys. See Sidekick’s engagement and resolution rates, identify underperforming Guides, and get insights to improve Sidekick’s overall effectiveness.
Wondering how to see Sidekick Answers Performance? The Answers performance page is now accessible by selecting ‘Answers’ in the list of Guide Names.
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EVENT
Join Our Sidekick Guides & Journeys Webinar: Train AI Like A Team Member
Take control of your AI without the technical lift. In this June 17 webinar, see how Sidekick Guides and Journeys let CX teams train, update, and improve AI using plain language and real-time insights.
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 Wins Disruptive Technology of the Year
Big news! Gladly just took home Disruptive Technology of the Year at CCW’s Excellence Awards. This win highlights our commitment to building radically personal, AI-powered experiences that put your Customers first.
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.
June 5, 2025
Radically Personal AI Support for Voice
Gladly Sidekick is now available on Voice, delivering AI-powered support to phone conversations. With generative AI, deep consumer context, and seamless third-party integrations, Sidekick can understand and answer questions, take action, and resolve issues quickly, providing fast, effortless support when Customers call.
Sidekick Voice is offered as an add-on feature. If you're interested in enabling it for your team, please reach out to us to learn more.
Improved Routing for Conversations Resolved by Sidekick
We’ve updated how Conversations are routed after Sidekick steps in, creating a smoother experience for teams using CSAT integrations. When Sidekick resolves a Conversation, it now routes to the Inbox linked to the sender address of the last outbound message.
Error When Attempting to Log Out from Sidekick Pages
Fixed – Admins and Team Managers are able to log out of Gladly Hero from the Sidekick interface as expected.
PRODUCT
New: Track Guide Performance with Journeys
You can now see how each Guide is performing directly in Journeys. See Sidekick’s engagement and resolution rates, identify underperforming Guides, and get insights to improve Sidekick’s overall effectiveness.
Wondering how to see Sidekick Answers Performance? The Answers performance page is now accessible by selecting ‘Answers’ in the list of Guide Names.
RESOURCE
Join our Guides and Journeys Webinar: Train AI Like A Team Member
Explore how Sidekick Guides and Journeys help CX teams take control of AI — from training with plain language to improving performance with real insights. Join Gladly product experts as they unpack the business value of smarter AI setup and closed-loop optimization.
RESOURCE
Blog Post: Meet the Powerful New Capabilities Behind Sidekick’s Smarter Service
Sidekick just got a major upgrade. From answering complex questions to expanded coverage across voice, email, chat, and messaging, this blog breaks down the newest ways Sidekick can support your team and your customers.
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.