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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.
Seamless 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 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.