--- title: "March Releases" slug: "march-2025-releases" description: "Check out the latest Gladly news and product updates." updated: 2025-10-02T21:42:27Z published: 2025-10-02T21:42:27Z canonical: "help.gladly.com/march-2025-releases" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # March Releases ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/release notes header image .png) ## March 27, 2025 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **Clearer Error Messaging for WhatsApp Messages** WhatsApp has a [24-hour session rule](https://help.gladly.com/docs/respond-to-and-initiate-whatsapp-messages#error-when-sending-a-whatsapp-message) that allows you to message Customers only within 24 hours of their last response. The 24-hour window refreshes with each Customer response. We've updated the associated error message to: “Message not sent. WhatsApp’s 24-hour conversation window has expired” which clarifies that the messaging restriction is imposed by WhatsApp, not Gladly. If the 24-hour window closes, you’ll only be able to message the Customer again if they message you. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Seamlessly Toggle SSO On and Off Without Losing Your Configurations** When you [deactivate SSO](https://help.gladly.com/docs/activate-and-manage-single-sign-on#deactivate-sso), Gladly will now preserve your previous configuration values —so you won’t need to re-enter them if you decide to reactivate SSO later. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(55).png)** **Empowering Accessibility: Chat Accessibility Updates For An Inclusive Experience** We continue to make Chat more accessible for folks using screen readers. This means easier navigation, better labeling, and increased compatibility with assistive tech. We're also making sure everything lines up with the ADA, so the app is super user-friendly for everyone, no matter what. This week’s enhancements include: - Preventing keyboard focus (the blue highlighted border around focused content) from highlighting Answer content. As per ADA guidance, only interactive elements in the Chat are now keyboard-focusable. - We updated the background color of the Chat payment request status text, making the “completed” payment status easier to read. The out-of-the-box styling and implementation of Chat meets and complies with WCAG 2.1 standards. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **Send HTML Messages Through Conversation API** Based on customer feedback, we're enhancing our [Reply to Conversation API](https://developer.gladly.com/rest/#operation/replyToMessage) to support HTML messages, aligning it with our Public Message Automation API. This upgrade ensures a seamless and consistent experience across our platform, allowing for richer, more engaging communications. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Coming%20Banner.png) **[Downtime This Week] ‘Gladly Connect Community’ Rebranding to ‘Gladly Academy’** Our e-learning and training website, [connect.gladly.com](http://connect.gladly.com), will be rebranded as Gladly Academy under a new domain, [academy.gladly.com](http://academy.gladly.com), on **Thursday, March 20th**. We were originally scheduled to implement this update last week, but we had to postpone it due to unforeseen circumstances. Although the branding and website address are changing, you will still have access to valuable content. This includes Gladly-first training, the Support Hero Gladly Certification, CX-focused courses, and resources for personal skill development. **The website will be unavailable on March 20th from 12:30 PM PT until 4 PM PT and inaccessible while we complete the rebranding** ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't%20Miss%20Out%20Banner.png) **CLASSROOM** [![Webinar announcement for optimizing Sidekick conversations and enhancing customer service capabilities.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/classroom banner sidekick conversations.png)](https://gladly.zoom.us/meeting/register/oFrlT--kR9qD3EX2UyPtHQ#/registration) **QA Best Practices for Sidekick** Want to ensure that Sidekick is crushing it? Let's talk QA! We're holding a Classroom session on **March 31, 2025,** at **9 AM PT**, all about keeping Sidekick in top shape. Whether you're a seasoned Gladly user or just curious about Sidekick, this session is a great opportunity to sharpen your skills and explore how Sidekick can enhance your workflow. [REGISTER](https://gladly.zoom.us/meeting/register/oFrlT--kR9qD3EX2UyPtHQ#/registration) **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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-v2?secure%5Bpage_id%5D=gladly-v2&secure%5Brewards%5D=true&secure%5Btoken%5D=2ac29c7b96086a25f785491b0d4a619105e61561926bdf821713ab63b13992a6). --- ## March 20, 2025 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(55).png)** **Empowering Chat Inclusivity and Accessibility** We continue to make [Chat](/docs/what-is-glad-app) more accessible for folks using screen readers. This means easier navigation, better labeling, and increased compatibility with assistive tech. We're also making sure everything lines up with the ADA, so the app is super user-friendly for everyone, no matter what. - Chat Chat input field no longer auto-receives focus when opening Chat. - Chat on mobile web devices now fills the device’s screen. - Quick Actions in Chat that opens an Answer can now be activated by focusing the Quick Action element and pressing the enter or spacebar key - The line separating the chat message composer and messages is now darker. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **Full HTML Rendering of Emails** Now, you can see way more of those original HTML emails! We've bumped up the viewing limit from 30k to 250k characters. So, with those super long email threads, you'll finally be able to review them in their original form with the "View original HTML" option. Just keep in mind that if an email goes over the limit, the formatting will be stripped. ![Menu options for customer profile management including forwarding and viewing original HTML.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/view original html.png) **Temporary Deprecation of Sidekick ‘Suggest Next Steps’ Feature** The "Suggested next steps" feature in [Sidekick](/docs/what-is-sidekick) has been temporarily removed while we work to improve its accuracy. This feature will be restored in the near future. ![Summary of customer inquiry regarding a replacement order and suggested next steps.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/remove suggested next steps.png) ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Coming%20Banner.png) **[Downtime This Week] ‘Gladly Connect Community’ Rebranding to ‘Gladly Academy’** Our e-learning and training website, [connect.gladly.com](http://connect.gladly.com), will be rebranded as Gladly Academy under a new domain, [academy.gladly.com](http://academy.gladly.com), on **Thursday, March 20th**. While the branding and website address are changing, you’ll still have access to great content, including Gladly-first training, the Support Hero Gladly Certification, CX-focused courses, and personal skill development resources. **The website will be unavailable on March 20th from 12:30 PM PT until 4 PM PT and inaccessible to complete the rebranding.** ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved%20Issues%20Banner.png) **Payment Details Auto-Fill Appeared in Chat Composer** Fixed – Browser auto-fill features such as credit card payment details auto-populated the text composer. **Mobile Chat Notifications Appeared with HTML Markups** Fixed – Chat Chat notifications on mobile rendered with HTML markings in the push notification body. **Loop Returns Card Not Loading** Fixed – The ‘Returns’ cards would not render or get stuck in a loading state. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't%20Miss%20Out%20Banner.png) **CLASSROOM** [![Webinar announcement for optimizing Sidekick conversations and enhancing customer service capabilities.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/classroom banner sidekick conversations.png)](https://gladly.zoom.us/meeting/register/oFrlT--kR9qD3EX2UyPtHQ#/registration) **QA Best Practices for Sidekick** Want to ensure that Sidekick is crushing it? Let's talk QA! We're holding a Classroom session on **March 31, 2025**, all about keeping Sidekick in top shape. Whether you're a seasoned Gladly user or just curious about Sidekick, this session is a great opportunity to sharpen your skills and explore how Sidekick can enhance your workflow. [REGISTER](https://gladly.zoom.us/meeting/register/oFrlT--kR9qD3EX2UyPtHQ#/registration) **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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-v2?secure%5Bpage_id%5D=gladly-v2&secure%5Brewards%5D=true&secure%5Btoken%5D=2ac29c7b96086a25f785491b0d4a619105e61561926bdf821713ab63b13992a6). --- ## March 13, 2025 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(55).png)** **Empowering Accessibility: More Chat Accessibility Updates for Everyone** We’re introducing additional ADA-compliance-related improvements to Chat to improve screen reader functionality: - The chat timestamps in Chat are now darker and more readable. - The HTML for Public Answer titles in Chat now uses a

tag instead of a
for better screen reader support. There’s no visible difference. - The border/line separating the Chat conversation and composer in Chat is now darker, with increased weight with a drop shadow to improve the visual separation between each element. Additional UI updates to Chat 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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Instagram and Facebook Messenger Setup UI Updates** We’ve updated our [Instagram](/docs/set-up-and-configure-instagram-messaging) and [Facebook Messenger](/docs/set-up-and-configure-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. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Coming%20Banner.png) **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.![Summary of customer inquiry regarding a replacement order and suggested next steps.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/remove suggested next steps.png) **[Downtime] ‘Gladly Connect Community’ Rebranding to ‘Gladly Academy’** Our e-learning and training website, [connect.gladly.com](http://connect.gladly.com), will be rebranded as **Gladly Academy** under a new domain, [academy.gladly.com](http://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. ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved%20Issues%20Banner.png) **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. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't%20Miss%20Out%20Banner.png) **PRODUCT** **Proactive Voice Setup Video** [Embedded content](https://player.vimeo.com/video/1064797141?h=373db4e2c9&badge=0&autopause=0&player_id=0&app_id=58479" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write; encrypted-media" style=) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-v2?secure%5Bpage_id%5D=gladly-v2&secure%5Brewards%5D=true&secure%5Btoken%5D=2ac29c7b96086a25f785491b0d4a619105e61561926bdf821713ab63b13992a6). --- ## March 6, 2025 ![Overview of features and updates released to production in a project.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Shipped%20Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **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](https://help.gladly.com/docs/create-a-proactive-voice-campaign#create-a-proactive-voice-ivr-campaign) calls end after leaving a voicemail. ![Flowchart showing options for voicemail message and hang up actions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hang up node.png) **Empowering Accessibility: Making Chat Accessible for Everyone** We’re introducing a small number of ADA-compliance-related improvements to Chat to improve screen reader functionality: - The **Back** link and close **(X)** button on the header of Chat 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 Chat 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 Chat is now darker, with increased weight with a drop shadow to improve the visual separation between each element. ![Announcement of upcoming features and product news for Sandbox users.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's%20Coming%20Banner.png) **New Gladly Platform Sub-Processor** This is a notification that Gladly will use ElevenLabs as a data sub-processor to generate audio responses. ![Overview of resolved issues and bugs that have been addressed recently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved%20Issues%20Banner.png) **Voice/SMS Phone Number Purchase Error** Fixed – Purchasing a Voice/SMS phone number through Gladly resulted in a 500 error, blocking the purchase process. ![Announcement for upcoming events, notices, and news updates for the community.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't%20Miss%20Out%20Banner.png) **RESOURCE** **BSN Sports Scores Big with AI-Driven Customer Service** [BSN Sports revolutionized their customer service](https://www.gladly.com/customers/bsnsports/) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) 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](https://www.g2.com/contributor/gladly-v2?secure%5Bpage_id%5D=gladly-v2&secure%5Brewards%5D=true&secure%5Btoken%5D=2ac29c7b96086a25f785491b0d4a619105e61561926bdf821713ab63b13992a6).