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May Releases

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  • Published on Apr 30, 2025
  • 1 minute(s) read


May 1, 2025

Overview of features and updates released to production in a project.

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.

Announcement of upcoming features and product news for Sandbox users.

[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.

Announcement for upcoming events, notices, and news updates for the community.

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

Gladly Connect Virtual 2025 logo with dynamic green lines representing connectivity and innovation.

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.

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