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May Releases

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May 15, 2025

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

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.

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.

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

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

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

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

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

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.

Overview of resolved issues and bugs that have been addressed recently.

Company Address Value Only Populated for Inbound Chat Messages

Fixed – companyAddress is now persisted when sending an outbound Chat message.

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

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

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

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.