.png?sv=2022-11-02&spr=https&st=2026-03-29T20%3A19%3A28Z&se=2026-03-29T20%3A44%3A28Z&sr=c&sp=r&sig=1U1uYe0nkCo51ne8j5%2F9Be8hI9KtMYVehlOs%2FWbhKV4%3D)
March 25, 2026
Gladly AI Integrates with Gorgias
Gladly AI now works with your Gorgias helpdesk to resolve Chat and Email Conversations end to end, keeping ticket queues lighter so your team stays focused on what actually needs them.
When a Conversation needs a person, Gladly AI creates a Gorgias ticket, packed with the full thread, an AI-generated summary, and tags so your team picks up where AI left off.
Set up in days, no migration, no retraining. Your team never leaves Gorgias, and resolved Conversations never create a ticket or add to your costs.
Topics Visibility in the Conversation Review Panel
The Inspect Summary in the newly enhanced Conversation Review panel displays which Topics were applied during the automated session. Combined with the step-by-step view of Guide traversal, actions taken, and quality checks, this makes it easier to understand the full picture of how Gladly AI handled a Conversation without switching between views.
Answers API Now Supports All Content Types
The Answers API now supports creating and updating Email, Messaging, and Reference Answers, alongside Public Answers. Use the same endpoint for all Answer types, making it easier to manage your full Answer library programmatically.
Improved Email Reply Threading
Gladly now embeds a tracking identifier in outgoing emails to improve reply threading reliability. If a Customer's email provider strips standard threading headers, Gladly can use this embedded identifier to correctly link the reply back to the original Conversation. No action needed on your end—this works automatically.
"View AI Conversation" Link in Custom Action Logs
Action run logs include a direct link to the associated Gladly AI Conversation, making it faster to jump from the log to the full Conversation context.
We're bringing Dark Mode to Gladly
We are excited to introduce Dark Mode to the Gladly Team Agent Desktop! Designed for those pulling long hours or late-night shifts, this feature reduces eye strain and helps maintain focus by providing a sleek, low-light interface.
Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.
App Actions Table Displays Cleanly
Fixed — Long configuration names were pushing columns off-screen in the App Actions table. Long text now wraps within its column and all columns remain visible.
Inbox Condition Shows Correct Count and Status
Fixed — Inbox Conditions in Rules were displaying an incorrect count and showing a "Select an inbox" placeholder when the first selected Inbox was deactivated. Deactivated Inboxes now display with a "(Deactivated)" label and the count reflects all selections accurately.
Read-Only View for People Match Rule Loads Reliably
Fixed — Navigating to the read-only view of a People Match Rule revision with a Custom Channel Condition caused a blank page. The page now loads correctly.
Blank "From" Address on Emails Handed Off by Gladly AI
Fixed — When replying to an email that was originally sent by Gladly AI, the "from" address appeared blank. AI-initiated emails are now treated the same as Agent-initiated emails when determining the reply "from" address.
EVENT
Gladly Roadmap Webinar
A lot has changed in Gladly. New capabilities are live, more are on the way, and we want to walk you through all of it. Join Austin Reece, VP of Product, on Thursday, April 9 at 11 AM PT for a live roadmap session. He'll cover what we've shipped recently, where we're investing for the rest of 2026, and he'll take your questions live.
This is the fastest way to get caught up on everything coming to the platform. Can't join live? Register and we'll send you the recording.
RESOURCE
ICYMI: Why AI initiatives Stall — And What Readiness Actually Takes
Most AI problems aren't tool problems. MIT Sloan's Paul Cheek joined Christian Eberle and experts from Unwrap.ai, AbsoluteWeb, and Simplesat to talk about the infrastructure gaps — data fragmentation, architecture, signal blindness — that quietly derail AI before it ever reaches impact.
EVENT
The Gladly Connect Live Agenda, Broken Down
Your metrics are lying to you — Andy Lisk & Jesse Wilkinson, StockX
When AI handles the easy stuff, humans inherit everything hard. That breaks your KPIs. The StockX team shares how they rebuilt their measurement framework for a world where volume and effort no longer move together.
58% AI resolution. High CSAT. Here's how — Thomas Harden, The Black Tux
Most teams treat those as a tradeoff. Thomas Harden's team didn't — and at GCL he's sharing the operating model behind both numbers: automation sequencing, workforce planning, and reps who act like consultants, not order-takers.
CX as a revenue line — Ben Devey, Ollie
Ollie's CX team lowers customer acquisition cost and increases lifetime value. Ben Devey is at GCL to explain how — proactive chat, SMS retention, and turning cancellation calls into saves.
PRODUCT
Inspect Every Gladly AI Response
We’ve upgraded the Conversation Review panel within the Gladly AI Conversations page so you can see exactly what AI is doing and why. Click any AI response in the timeline to see how Gladly AI arrived at its answer — which Guide it followed, what actions it took, and why it responded the way it did.
The new Inspect tab walks through AI’s decision path in plain language. Need to dig deeper? Granular details are right there for troubleshooting. And direct links throughout the panel take you straight to the relevant Gladly Agent, Guide, or field settings so you can make changes on the spot.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
March 18, 2026
Inspect Every Gladly AI Response
We’ve upgraded the Conversation Review panel within the Gladly AI Conversations page so you can see exactly what AI is doing and why. Click any AI response in the timeline to see how Gladly AI arrived at its answer — which Guide it followed, what actions it took, and why it responded the way it did.
The new Inspect tab walks through AI’s decision path in plain language. Need to dig deeper? Granular details are right there for troubleshooting. And direct links throughout the panel take you straight to the relevant Gladly Agent, Guide, or field settings so you can make changes on the spot.
Review AI Performance and Rate Conversations
Admins and Team Managers can now review Gladly AI Conversations as part of enhancements to the Conversation Review panel. Rate a Conversation with a thumbs up or thumbs down, add comments with specific context, and build a running record of quality assessments.
All reviews are collected in a centralized Reviews page, accessible from the main navigation menu. Use it to spot recurring themes, track how AI performance evolves over time, and prioritize Guide and configuration updates based on real patterns.
Custom Actions Are Now Available
Custom Actions lets you control how Gladly uses data from your external systems. When your systems return raw data full of internal codes and system fields, Custom Actions cleans it up. You decide what Gladly sees, what gets filtered out, and how the result is structured so Gladly can respond accurately, present the right options, and take action.
Your CX team can build, test, and publish Custom Actions directly inside Gladly. Protect sensitive information, pull from multiple sources in a single action, and process multiple items at once.
Access Custom Actions within Settings → App Developer Tools.
Support Tools Portal Now Available (Beta)
Introducing a new web-based portal where you can perform common API lookup operations without needing code. Use it to export configuration data and Conversation records, close Conversations or Tasks in bulk, troubleshoot call events (like see who hung up first), download IVR recordings, and more!
Access it at support-tools.gladly.tools using your Gladly email and an API token.
We're bringing Dark Mode to Gladly
We are excited to introduce Dark Mode to the Gladly Team Agent Desktop! Designed for those pulling long hours or late-night shifts, this feature reduces eye strain and helps maintain focus by providing a sleek, low-light interface.
Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.
PDF Attachments Downloading Instead of Previewing
Fixed — Clicking to preview a PDF attachment was triggering a download instead of opening the inline viewer. Previews now display correctly without downloading the file.
RESOURCE
Fortune: Your AI is Failing Two Customers at Once
Gladly Chief Revenue Officer Andy D’Amato discusses why the same AI experience is costing companies their highest value Customers now—and their most valuable ones next.
EVENT
Who's Taking the Stage at GCL — And What They're Getting Into
Your metrics are lying to you — Andy Lisk & Jesse Wilkinson, StockX
When AI handles the easy stuff and humans inherit the complex cases, traditional KPIs stop making sense. The StockX team breaks down how to rebuild your measurement framework for a world where volume and effort no longer move together.
58% AI resolution. High CSAT. Here's how. — Thomas Harden, The Black Tux
Most teams treat AI resolution rate and customer satisfaction as a tradeoff. Thomas's team didn't. He'll share the operating model behind the numbers — automation sequencing, workforce planning, and how they shifted reps from order-takers to consultants.
From pilot to production — Mike Beaubrun, Condé Nast & Julie McGinnis, Smith Optics
Getting AI into a demo is easy. Getting it into production — with QA loops, brand voice intact, and accuracy improving over time — is a different problem. Mike and Julie share how their teams made that move, including the timelines, resourcing decisions, and how they knew it was actually working.
CX as a revenue line — Ben Devey, Ollie
Ollie's CX team lowers customer acquisition cost and increases lifetime value. Ben shares how they built a sales function inside service — proactive chat, SMS retention, and turning cancellation calls into saves.
The repeat buyer's case for CX AI — Lauren Inman-Semerau, Pact
Lauren has evaluated, purchased, and scaled CX AI across enterprise and SMB environments. She'll explain what she looked for the second time around, and what separates AI investments that build momentum from ones that stall.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
March 11, 2026
Phone Number Match Node for IVR
The new Phone Number Match node lets you match incoming callers against a list phone numbers in e.164 format and route them accordingly.
For example, you can replace the “List of numbers to block” Variable node with the new Phone Number Match node to block specific numbers, set up VIP routing, or handle any scenario where you need to route based on a pre-identified list of callers. This makes number-based routing simpler to set up and manages, with no regex skill required.
Custom Channel Messages Included in Conversation Exports
Custom Channel messages are now included in conversation file exports. Previously, messages sent and received through custom Channels were omitted from exported data. Both text and file message types are supported.
Block Disruptive Customers and Bad Actors on Chat
We can now block specific IP addresses and email addresses attempting to use Chat. To get started, reach out to Gladly Support with the IP address or a link to the Conversation to identify the email address to block.
Preview PDF Attachments Inline
Agents can now preview PDF attachments directly in the Conversation Timeline without downloading them. Clicking a PDF attachment opens an inline viewer with full scrolling, zoom, and navigation support.
We're bringing Dark Mode to Gladly
We are excited to introduce Dark Mode to the Gladly Team Agent Desktop! Designed for those pulling long hours or late-night shifts, this feature reduces eye strain and helps maintain focus by providing a sleek, low-light interface.
Want early access? Dark Mode is currently in beta. If you’d like to activate it for your team and share your feedback, please contact Gladly Support to get started.
AI Tester Not Displaying Responses in Longer Conversations
Fixed — The AI tester would stop showing AI responses in longer Conversations due to an item display limit. The limit has been increased so responses appear as expected.
Chat Handoff Failing When Using Gladly AI for Zendesk or Salesforce
Fixed — In some cases, Chat handoffs failed when transitioning back to Zendesk or Salesforce, leaving the Customer waiting. Handoffs now complete reliably.
Duplicate Voicemails Appearing in Customer Profiles
Fixed — In rare cases, duplicate voicemail items could appear on the same Customer Profile. This occurred when our telephony provider sent duplicate webhook events for the same voicemail due to network retries. A uniqueness check has been added to prevent the same voicemail from creating multiple conversation items.
Task Updates Not Firing for Attachment-Only Changes
Fixed — Updating a task with only an attachment change wasn't triggering the TASK/CONTENT_UPDATED event. Attachment-only updates now fire the event as expected.
Keyboard Input Blocked When Creating or Updating a User
Fixed — A keyboard navigation issue was preventing Agents from typing into input fields when creating or updating a user, searching for Inboxes, and entering email addresses in the “To” fields. Inputs now accept keyboard entry correctly.
RESOURCE
7 Ways AI-Driven Service Boosts Revenue and Customer Devotion
Discover 7 proven strategies to transform your contact center from cost center to revenue driver with AI that builds Customer relationships, not just deflects tickets.
RESOURCE
New Product Names Roll Out
We've updated our product UI to reflect our new naming.
What you'll see:
Gladly Sidekick is now Gladly
Gladly Hero is now Gladly Team
Everything works the same—just clearer names. Help docs will update over the coming weeks.
Need a refresher on what's changing and why?
EVENT
Join the Leaders Shaping the Future of CX
CX teams everywhere are wrestling with similar questions—from scaling AI responsibly to supporting Agents through change.
At Gladly Connect Live 2026 this May in Atlanta, you’ll meet peers who are solving these challenges and creating new standards for exceptional service. It’s a chance to learn, share, and build alongside the community driving the industry forward.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
March 4, 2026
Set Custom Signatures for Gladly AI by Channel
Signatures allow you to automatically append specific text to the end of every message sent by AI. Set unique signatures for different communication Channels (Email, Chat and SMS) giving your team consistent, professional branding across every AI Conversation.
Delete Task Comments
Compliance Administrators can now delete individual Task comments. This makes it easier to remove sensitive information quickly without needing to delete the entire Task.
Keyboard Navigation for Agent Menu
The Agent Menu now supports full keyboard navigation. Use arrow keys to move between items, Enter to select, and Escape to close.
New Product Names Roll Out
We've updated our product UI to reflect our new naming.
What you'll see:
Gladly Sidekick is now Gladly
Gladly Hero is now Gladly Team
Everything works the same—just clearer names. Help docs will update over the coming weeks.
Need a refresher on what's changing and why?
Faster, Smarter AI Responses
We've added Anthropic as a sub-processor to power how Gladly AI summarizes and analyzes Conversations. This means more accurate context and smarter responses across every Customer Conversation.
Gladly AI Tester Responses Not Displaying
Fixed — The AI Tester would sometimes show a spinning indicator that stopped without displaying a response, even though the response was successfully generated. Responses now surface correctly.
Agent Summary Report Missing Continuously Logged-In Agents
Fixed — The Agent Summary report could omit Agents who were continuously logged in during a sub-day reporting window if they had no login or logout events within that range. The report now looks back further to capture these sessions accurately.
RESOURCE
The Holy Grail of Personalization: What We Heard at eTail Palm Springs
At eTail Palm Springs, retail leaders agreed: true personalization comes from connecting customer data and context across every interaction—not just adding a first name to an email.
EVENT
Join the Leaders Shaping the Future of CX
CX teams everywhere are wrestling with similar questions—from scaling AI responsibly to supporting Agents through change.
At Gladly Connect Live 2026 this May in Atlanta, you’ll meet peers who are solving these challenges and creating new standards for exceptional service. It’s a chance to learn, share, and build alongside the community driving the industry forward.
REVIEWS
You're In Good Company
Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.
REVIEWS
Using Gladly with your Shopify store?
Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.
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.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.