March Releases

March 21, 2023

What's Shipped

Features and updates released to Production

Handle Returns In Gladly With Loop (Loop Returns)

Loop, a popular return management app that makes returns stress-free for you and your shoppers is available in Production this week. Once Loop is connected to Gladly, Agents can get a holistic view of Customer returns, exchanges, and shipping statuses to resolve issues faster.

• Quick Access to Recent Past Returns – View a snapshot of the ten most recent returns, including order numbers and statuses.
• Richer Context for Better Customer Interactions – See details on the returned item, the exchanged item, pricing, shipping statuses, and more.
• Do More, Faster – One-click access to the relevant Loop Returns pages enables you to process returns, create shipping labels, and add notes in seconds.

Gladly Releases Email ‘From’ Address Update

Starting this week, release notes will come from ‘product@gladly.com’ instead of 'hello@gladly.com'. Please add the 'gladly.com' domain to your allow list to avoid missing important communications from Gladly.

Resolved Issues

Issues and bugs we squashed

Unable To Add Task Comments – We fixed a bug that sometimes prevented users from adding a Task comment within the Task Pane.

Don't Miss Out

Events, notices, and Gladly news you should know about

ACADEMY

2022 Holiday Benchmarks Classroom Session

Data is gold, so let's go digging for it! Join us on March 30th at 11 AM PT | 2 PM ET to gain insights into how your contact center performed during the 2022 holiday season, compared to industry benchmarks and other companies. You'll also learn ways to improve for the 2023 holiday season.

EVENT

Gladly Connect Live 2023: Strike a chord with customers

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!

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 14, 2023

What's Coming

Features and updates coming soon or available in Sandbox

Handle Returns In Gladly With Loop (Loop Returns)

Loop, a popular return management app, makes returns stress-free for you and your shoppers.

With Loop's Gladly integration, Agents can get a holistic view of Customer returns, exchanges, and shipping statuses to resolve issues faster.

• Quick Access to Recent Past Returns – View a snapshot of the ten most recent returns, including order numbers and statuses.
• Richer Context for Better Customer Interactions – See details on the returned item, the exchanged item, pricing, shipping statuses, and more.
• Do More, Faster – One-click access to the relevant Loop Returns pages enables you to process returns, create shipping labels, and add notes in seconds.

Check out Loop in Sandbox this week to add and test the Loop integration with Gladly.

Gladly Releases Email ‘From’ Address Update

Currently, email communications such as release notes sent by Gladly come from 'hello@gladly.com.' Starting next week, they will instead come from 'product@gladly.com.' To ensure you continue receiving important email communications from Gladly, please add 'gladly.com' domain to your allow list.

Resolved Issues

Issues and bugs we squashed

Incorrect Reporting of ‘System’ Instead ‘Agent’ For Auto-Accepted Emails – We resolved an issue where auto-accepted inbound emails were incorrectly labeled as AGENT instead of SYSTEM which incorrectly reported Agents who were logged out of Gladly with non-zero counts of accepted emails.

Perpetual Wait Time in Agent Liveboard – We fixed an issue occurring in certain scenarios which caused messaging session wait times to perpetually appear as ongoing in Agent Liveboard.

‘NULL’ Values Incorrectly Appeared in Work Sessions Report – This fix reverts Inbox/inbox_id (which appeared as NULL) in the Work Sessions report to contain the original inbox_id when the Contact was started/queued which was inadvertently changed to Inbox when the Contact ended.

Don't Miss Out

Events, notices, and Gladly news you should know about

EVENT

Gladly Connect Live 2023: Strike a Chord With Customers

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!

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 7, 2023

What's Shipped

Features and updates released to Production

Updated Proactive Email and Proactive SMS Campaign Send Limits

Proactive Email and Proactive SMS Campaigns now have increased sending capacity. Both can now send a maximum of eight messages per minute, 40 messages every five minutes, which equals 480 messages per hour. If you have 500 recipients on a Campaign, it will take just a little over an hour to send all the messages. These limits prevent your operational/service-related messages (non-marketing) from being marked as spam by telecom carriers and email providers.

Loop Music in IVR

The music loop feature for the IVR is now available in Production to all Gladly instances. Activate the new Loop the queue and hold music feature on the Voice settings page, so your hold or queue music will seamlessly loop, eliminating the need to create extended music files to avoid silence. We recommend activating this feature if your current queue or hold music is longer than five minutes. Additionally, we recommend uploading new music that is around five minutes long if activating this feature for the first time or if the existing queue and hold music is longer than 10 minutes.

What's Coming

Features and updates coming soon or available in Sandbox

Gladly Releases Email ‘From’ Address Update

Currently, email communications such as release notes sent by Gladly come from 'hello@gladly.com'. Soon, they will instead come from 'product@gladly.com.' To ensure you continue receiving important email communications from Gladly, please add 'gladly.com' domain to your allow list.

Resolved Issues

Issues and bugs we squashed

Administrators Able To Delete Voice Recordings – Previously, Administrators were able to delete call recordings, which are only reserved for Compliance Administrators. While this issue has been fixed, note that Administrators can assign themselves the Compliance Administrator role if needed.

Work Session Report Missing Handle Times – We fixed a bug where handle time was occasionally missing following the occurrence of Agents returning from away in less than 30 seconds after going away.

Incorrect Mail Routing Behavior – This fix addresses an issue where an Agent who was already assigned to an email Conversation could receive another email, resulting in them being assigned two inbound emails in a row. With this change, they will only receive the first email and not any subsequent emails until they click 'Next.’

Don't Miss Out

Events, notices, and Gladly news you should know about

PRODUCT

SSL Certificate Update

We successfully rotated our SSL certificate on February 8th as part of regular security procedures. The old certificate has not been used since February 8th and will be removed on March 8th. Although we don’t expect to encounter any issues, please contact Gladly Support if you see any SSL certificate errors.

PRODUCT

Use Phone Number to Auto-Link Customer Profile to OMS

Just a quick reminder that Shopify, Magento, and BigCommerce now support auto-linking by phone number to match and link profiles between Gladly and the OMS. To activate this feature, go to the OMS’s settings page in Gladly and check the Phone Number box in the Auto-Linking Fields section.

EVENT

Gladly Connect Live 2023: Strike a Chord With Customers

You're invited to Gladly Connect Live 2023 – a two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!

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.