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May 29, 2025
Radically Personal AI Support for Voice
Gladly Sidekick is now available on Voice, delivering AI-powered support to phone conversations. With generative AI, deep consumer context, and seamless third-party integrations, Sidekick can understand requests, take action, and resolve issues quickly, providing fast, effortless support when Customers call.
Sidekick Voice is offered as an add-on feature. If you're interested in enabling it for your team, please reach out to us to learn more.
SMS Infrastructure Updates
We have upgraded our SMS infrastructure to further increase its reliability and will be rolling out this enhancement over the next few weeks. We do not expect any downtime while these updates take place.
Refined Default Transfer Reasons for Sidekick Answers
We fine-tuned the list of default transfer reasons built into Sidekick Answers to improve Sidekick efficiency. The condition “Customer is accusing the company of not honoring commitments” has been removed from the default set of triggers that escalate to a Support Hero. As always, you can customize when Sidekick escalates a Conversation using the When to get more help tile in the Guides interface.
PRODUCT
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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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.
RESOURCE
Missed Gladly Connect Live Virtual? Here are the Highlights
Gladly CEO, Joseph Ansanelli, shared how you can deliver both radical efficiency and personalization with Customer AI—no more choosing between cost savings and great service.
Learn how fellow customers like Crate & Barrel and KÜHL are already driving measurable results, plus discover new capabilities like Sidekick Voice and Sales that could transform your customer experience strategy.
RESOURCE
Gladly’s Customer AI in the Spotlight
We're thrilled that CX Foundation recently featured Gladly's Customer AI launch. The article highlights how our innovative AI is enabling brands to deliver radically personal, AI-powered service at scale, seamlessly blending empathy and automation to reinvent the customer experience.
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.
May 22, 2025
Sidekick Will Proactively Hand Off Messages Containing Attachments
We enhanced Sidekick’s ability to identify inbound Customer messages that include an attachment and proactively hand these Conversations off to an Agent to ensure comprehensive, high-quality replies. Sidekick will generate a Summary, providing context and facilitating a seamless transfer to an available Agent.
Improved Translation for Long Emails
We’ve enhanced the Translation feature to better handle long customer emails. When a message is too lengthy to translate, Sidekick will now automatically truncate the text so it can be processed, while preserving the full original version for the support hero to view.
If truncation isn’t possible, you’ll see an error letting you know the message is too long to translate, and you may need to use another translation tool in those cases. This update ensures more emails can be translated efficiently. We improved the Translation feature by automatically truncating very long emails that previously could not be translated due to text length. The Customer’s message is not impacted in situations where lengthy text is shortened and is preserved in its entirety for the support hero to view.
In some instances, if truncation was not possible, the Agent will see an error message stating that the message is too long to translate, and they will need to use an alternative translation tool to translate the Customer’s message.
Created-to-Now Metric Values Mistakenly Included Local Timezone Offset
Fixed – The ‘Created-to-Now’ metric in the Task Export previously included a local timezone offset, which inflated the reported duration. This has been corrected, and the metric now accurately reflects the actual time between task creation and when the report is run.
PRODUCT
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.
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 Future of CX: No More Compromises
The future of customer experience doesn't have to be a tradeoff between speed, personalization, and connection. Join us next week at Gladly Connect Virtual on May 28th, for breakthrough insights on how to scale smarter without compromise.
Discover how to refuse the false choice between speed and personalization with CEO Joseph Ansanelli's opening keynote, get hands-on with Voice AI implementation, learn quick platform optimization wins for immediate impact, and get a first look at what's next on the Gladly product roadmap. You'll walk away with actionable strategies you can implement right away.
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.
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.
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.