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June Releases

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  • Updated on Jun 5, 2025
  • Published on Jun 5, 2025
  • 1 minute(s) read
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June 5, 2025

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

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.

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

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.

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

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.

Get the inside look

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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