March 13, 2025
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Empowering Accessibility: More Glad App Accessibility Updates for Everyone
We’re introducing additional ADA-compliance-related improvements to Glad App to improve screen reader functionality:
The chat timestamps in Glad App are now darker and more readable.
The HTML for Public Answer titles in Glad App now uses a <h2> tag instead of a <div> for better screen reader support. There’s no visible difference.
The border/line separating the Chat conversation and composer in Glad App is now darker, with increased weight with a drop shadow to improve the visual separation between each element.
Additional UI updates to Glad App to increase the visibility of texts and input include:
Visual update to the hover and focus state or the close and back buttons.
A double-focus outline around the Chat with us! button to ensure that there is a focus outline that has at least a 3:1 contrast ratio.
Darkened color of text, icons, and borders of Quick Actions.
Updates to the focus state of Quick Replies use a double outline to ensure a focus outline with at least a 3:1 contrast ratio.
The search input background is white and darkens the text and border color.
The clear search icon is black and updates the hover and focus states to be more visible.
A hover and focus state for search result items.
Accessibility label for agent typing indicators for users with screen readers.
Instagram and Facebook Messenger Setup UI Updates
We’ve updated our Instagram and Facebook Messenger setup flow to align with Meta’s latest UI changes, ensuring a seamless experience connecting your business Pages and granting Gladly the necessary permissions.
Temporary Deprecation of Sidekick ‘Suggest Next Steps’
Sidekick's "Suggested next steps" feature, which appears when handing off to an Agent, will be temporarily removed in next week’s release as we work to improve its suggestion accuracy. We plan to restore this feature in the near future.
[Downtime] ‘Gladly Connect Community’ Rebranding to ‘Gladly Academy’
Our e-learning and training website, connect.gladly.com, will be rebranded as Gladly Academy under a new domain, academy.gladly.com, on Thursday, March 20th. Besides the website address and description changes, it’ll continue to be where you find all Gladly-first training courses, like the Support Hero Gladly Certification, along with many CX-focused e-learning courses and personal skill development.
The website will be unavailable from 12:30 PM PT until 4 PM PT and inaccessible to complete the rebranding.
New Gladly Platform Sub-Processor
This is a notification that Gladly will use ElevenLabs as a data sub-processor to generate audio responses.
App Platform Actions Failing
Fixed – App Platform Actions failed due to an expired OAuth access token not being re-tried with the refreshed access token, causing the re-try to fail.
PRODUCT
Proactive Voice Setup Video
This Proactive Voice setup video streamlines the process of launching your first Campaign. It provides clear, visual guidance, eliminating guesswork and reducing setup time. With this resource, you can confidently navigate the Proactive Voice setup, ensuring your Campaigns are launched efficiently and effectively.
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 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.
March 6, 2025
Proactive Voice IVR Template Includes New ‘Hang Up’ Node
The addition of the Message (Hang up) node after the Message (Voicemail Message) in the template ensures Proactive Voice IVR Campaign calls end after leaving a voicemail.
Empowering Accessibility: Making Glad App Accessible for Everyone
We’re introducing a small number of ADA-compliance-related improvements to Glad App to improve screen reader functionality:
The Back link and close (X) button on the header of Glad App can now be triggered when either option is in focus or the space bar is pressed.
The HTML for the "Header" and "Active chat header" in Glad App is updated to use an H2 tag instead of a div for better screen reader support.
The border/line separating the Chat conversation and composer in Glad App is now darker, with increased weight with a drop shadow to improve the visual separation between each element.
New Gladly Platform Sub-Processor
This is a notification that Gladly will use ElevenLabs as a data sub-processor to generate audio responses.
Voice/SMS Phone Number Purchase Error
Fixed – Purchasing a Voice/SMS phone number through Gladly resulted in a 500 error, blocking the purchase process.
RESOURCE
BSN Sports Scores Big with AI-Driven Customer Service
BSN Sports revolutionized their customer service by embracing Gladly's AI capabilities, affectionately naming their AI assistant "Stanley" and making it a true team member. Their creative implementation approach led to dramatic improvements in efficiency while maintaining their personal touch with customers. Discover how they achieved 90% service levels and reduced staffing needs by more than half during peak seasons.
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 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.