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May 15, 2025
Improve Sidekick with Guides Performance Page
Introducing the Guides performance page within Journeys! Easily see how the Guides powering Sidekick are performing. View Sidekick’s engagement and resolution rates, identify underperforming Guides, and get insights to improve Sidekick’s overall effectiveness.
Click a Guide name to review its setup, or click on performance values to explore real Conversations linked to that Guide. Wondering how to see Sidekick Answers Performance? The Answers Performance page is now accessible by selecting ‘Answers’ in the list of Guide Names.
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Updated Sidekick Quality Check Logic
We enhanced the quality check with smarter algorithms to ensure Sidekick generates more accurate, complete, and high-quality responses.
Augment Answers with Journeys
Reminder: we’ve upgraded the Draft Answers experience as Suggested Answers, offering a more powerful way to augment your Public Answer repository and bolster Sidekick’s success. With this improvement, the ‘Draft Answers Available’ filter has been removed from the Sidekick Conversations page to streamline the experience and reduce redundancy.
Enhanced Translation Accuracy for Webforms
We made improvements to the Translation feature to more consistently and accurately translate text that Customers enter into webforms.
PRODUCT
Effortless Translation for Support Heroes Across Channels
Translation is here, allowing for text translation directly from the Conversation Timeline! With just a click, Heroes can translate inbound Customer messages in real time across Email, Chat, SMS, and social Channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Heroes. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
EVENT
The Best Of Gladly Connect Live, No Travel Required
Building on the excitement from Nashville, Gladly Connect Virtual arrives May 28th with new insights on creating the perfect AI-human balance. We've taken your top-requested topics and expanded them with fresh strategies you can implement right away.
Discover how to take your relationship-centered approach to the next level and help your service heroes create experiences that drive lifelong loyalty. You'll get practical guidance on balancing AI efficiency with meaningful human connection.
Block your calendar for May 28th and register today!
RESOURCE
Teach Sidekick to Answer Tariff-Related Questions
If you’re receiving more questions from shoppers asking how tariffs may impact your products, Sidekick Answers can help! Consider adding Public Answers that address questions about the expected impact of tariffs so that Sidekick can leverage this information to respond to customers efficiently and effectively.
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.
May 8, 2025
Effortless Translation for Support Heroes Across Channels
Translation is here, allowing for text translation directly from the Conversation Timeline! With just a click, Heroes can translate inbound Customer messages in real time across Email, Chat, SMS, and social Channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Heroes. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
Enhanced Details in Sidekick Conversations Quality Check
The Sidekick Answers quality check component now includes more detail as to why a response proposed by Sidekick may have failed the Hallucination Check. Expand the quality check to identify which specific sentences may have been flagged for accuracy.
Company Address Value Only Populated for Inbound Chat Messages
Fixed – companyAddress is now persisted when sending an outbound Chat message.
EVENT
The Best Of Gladly Connect Live, No Travel Required
Building on the excitement from Nashville, Gladly Connect Virtual arrives May 28th with new insights on creating the perfect AI-human balance. We've taken your top-requested topics and expanded them with fresh strategies you can implement right away.
Discover how to take your relationship-centered approach to the next level and help your service heroes create experiences that drive lifelong loyalty. You'll get practical guidance on balancing AI efficiency with meaningful human connection.
Block your calendar for May 28th and register today!
RESOURCE
Teach Sidekick to Answer Tariff-Related Questions
If you’re receiving more questions from shoppers asking how tariffs may impact your products, Sidekick Answers can help! Consider adding Public Answers that address questions about the expected impact of tariffs so that Sidekick can leverage this information to respond to customers efficiently and effectively.
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.
May 1, 2025
Track Chat Source with New API Field
The getItem API now includes 'companyAddress' to Chat Conversation items fetched through the API. This update helps you determine where a Customer reached out, such as through a specific domain or phone number. It provides greater visibility and context across conversations.
[Coming Next Week] Effortless Translation for Support Heroes Across Channels
Translation is scheduled for general availability next week, allowing for text translation directly from the Conversation Timeline. With just a click, Heroes can translate inbound Customer messages in real time across Email, Chat, SMS, and social Channels, making supporting a diverse Customer base easier without relying on external tools or dedicated multilingual Heroes. Customers will see responses in the original language, whether in Spanish, French, or most ISO 639-1 standard languages that Translation supports.
CLASSROOM
New Feature Alert: Optimize Sidekick Answers Performance with Journeys
Get to know our newest feature, Sidekick Journeys for Answers, in our upcoming Classroom Session. Discover the ins and outs of this enhancement, including improved tools to monitor and iterate on Answers' performance. Learn how to identify under-performing Answers, gaps in your existing knowledge base, and the daily steps you can take to bolster Sidekick’s ability to provide accurate and high-quality responses to your Customers.
Whether you’ve already implemented Sidekick Answers or are simply interested in learning more, this session will guide you through the best practices you can lean on to harness Sidekick’s potential.
Register and join us on May 6, 2025 at 9am PT | 12pm ET.
EVENT
The Best Of Gladly Connect Live, No Travel Required
Building on the excitement from Nashville, Gladly Connect Virtual arrives May 28th with new insights on creating the perfect AI-human balance. We've taken your top-requested topics and expanded them with fresh strategies you can implement right away.
Discover how to take your relationship-centered approach to the next level and help your service heroes create experiences that drive lifelong loyalty. You'll get practical guidance on balancing AI efficiency with meaningful human connection.
Block your calendar for May 28th and register today!
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.