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
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