May Releases

May 6, 2026

Introducing Workflows: Deterministic Control Where It Matters Most

Workflows let you define step-by-step Conversation flows that run alongside Gladly AI with guaranteed, predictable behavior every time. Use them for moments that can't be left to improvisation – compliance disclosures, authentication gates, structured info collection, handoff routing, and after-hours handling.

Runs at key moments – Workflows hook into session start (before AI handles the first message) and before handoff (after AI decides to transfer), giving you control at the most critical points.
Five key step types – Say (send a message), Ask Question (collect a structured answer), Use Action (call an Action Adapter), If (branch on a condition, with Rule-based or AI Judge evaluation), or Stop (hand off to a human or close the session for spam).
Starter templates included – Get up and running quickly with templates for common patterns like first-message disclosures, pre-handoff info collection, email routing (including spam filtering), and Guide routing.
Built for CX teams – Configure everything in a visual step builder with forms and dropdowns. No code required.

Workflows complement your Guides. Use a Workflow when the steps are known upfront and order matters, and a Guide when AI needs to adapt its approach based on context.

Smarter Interruption Handling for Voice AI

Voice AI now tracks exactly what a Customer heard before interrupting a response, giving the AI accurate context for the rest of the Conversation.

Previously, if a Customer interrupted mid-response, the AI assumed the full message had been delivered – which could lead to skipped information or repeated answers. Now, Gladly AI knows the difference between what it intended to say and what the Customer actually heard, resulting in more natural, context-aware follow-ups.

You can also see exactly where an interruption occurred in the Conversation Review panel, including what was heard versus what the original response would have said.

Test Gladly Agents Against Sandbox Apps Without Changing Your Configuration

Test a Gladly Agent against a QA or sandbox version of an app (e.g., a Shopify sandbox store) without modifying the Gladly Agent itself. Previously, switching between sandbox and production versions of apps required changes to the Gladly Agent configuration – a clunky, error-prone process that risked accidentally hitting live systems. Now, you can override which App Configuration is used at multiple levels:

Gladly Agent defaults – Set the default App Configuration from the Guides interface.
Connect Entry Points – Override per Entry Point via the overflow menu on a given Entry Point.
Guide Test page – Select a different App Configuration when starting a new test session via the gear icon.
In-editor tester – Override directly from the Guide editor's built-in tester.

Test with controlled data, avoid accidental real orders, and promote to production when you're ready – all without changing your Gladly Agent configuration.

Dark Mode Now Available in the App

Dark Mode extends to the app experience, bringing the same low-light interface to reduce eye strain and maintain focus. Pair it with Dark Mode in Agent Desktop for a consistent look across the platform.

Playback Speed Control for Call Recordings

Agents can speed up or slow down call recording playback. Useful for quickly reviewing longer calls or slowing down to catch specific details.

New API Filters and Voice AI Message Support

The public list Conversation items API now supports a ‘sessionId’ query parameter to return only items belonging to a specific session. Also, Voice AI message items are also now included in the API response.

Easily Set Up Shopify and Skio Apps with Configuration Forms

We've added dedicated configuration forms for Shopify and Skio to simplify app setup. Use the "Create Configuration" option within the Apps page to get started with either one.

Mid-Conversation Guide Reclassifier

Gladly AI can now reassess which Guide to use after every Customer message – not just the first one. If the AI initially picks the wrong Guide, or a Customer shifts topics mid-Conversation, Gladly AI seamlessly moves to the correct Guide to handle the situation.

Starting May 21, this will become the default behavior for all Gladly Agents. To get started ahead of time, turn on “Improved Guide Switching” within the Basics tile.

Here are a few tips to help you get the most out of this feature:

Write clear Guide descriptions – The reclassifier uses Guide descriptions to decide where to route, so make sure each description accurately reflects what the Guide covers.
Minimize overlap between Guides – The more distinct your Guides are, the more accurately the reclassifier can pick the right one.
Keep each Guide self-contained – Each Guide should fully cover its use cases rather than redirecting to another Guide.

Test Your AI at Scale with Simulations

We’re getting ready to launch Simulations, a new way to validate AI configurations before it reaches Customers. Define Conversation scenarios in plain language, or let AI generate them for you, and run the entire suite with one click. Stay tuned!

Faster, Smarter AI Responses

We've added Vercel and Neon as sub-processors to power how Gladly AI summarizes and analyzes Conversations. This means more accurate context and smarter responses across every Conversation.

AI Tester Not Showing Handoff Summary Until Next Message

Fixed – The Guide Tester now displays the post-handoff summary on the same turn as the handoff. Previously, a follow-up message was required before the card appeared within the Tester.

Chat Widget Accessibility Improvements

Fixed – Several accessibility issues in the Chat widget have been resolved:

Screen readers no longer announce all message content twice when the widget opens.
The Chat input field now properly communicates validation errors (e.g., invalid email) to assistive technology.
Pressing ‘Escape’ now reliably closes the widget and returns focus to the launcher button.
Closing the widget no longer traps keyboard focus – focus returns correctly to the launcher.

Cross-Channel Follow-Up Triggering Wrong Routing Rules

Fixed – Routing rules scoped to a specific Channel were firing on the wrong Channel during cross-Channel automation follow-ups (e.g., a Chat-to-Email follow-up triggering Chat-scoped rules). Rules now evaluate against the correct Channel.

Conversation History Failing to Load for Long AI-Led Phone Calls

Fixed – A Conversation within the Gladly AI Conversations page could fail to load for Customers with long AI-assisted phone Conversations involving multiple tool calls. The page now loads correctly regardless of Conversation length.

Edit and Delete Icons Not Visible in Gladly Agent Tiles

Fixed – and icons on rows in "How to speak to customers" and "Automatic Topics" tiles are now always visible instead of only appearing on hover.

Instagram Proactive Messages Not Routing to Agents

Fixed – Instagram Conversations initiated by Instagram proactive messages were stuck as "New" in the Inbox and could not be picked up by Agents. These Conversations now route correctly.

Outbound Dialing Not Supporting New Area Codes

Fixed – Agents could not make outbound calls to new area codes such as 324. Phone number libraries have been updated to support recently assigned area codes.

PRODUCT

Reminder: You Can Now Import Answers in Bulk

Need to add or update Answers at scale? You can import Answers in bulk via the Support Tools Portal – no Support ticket required. Prepare your CSV using the Export Answers file as a formatting reference, upload it, and new Answers are created while existing ones are updated automatically. Learn more about the expected format.

REVIEWS

You're In Good Company

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REVIEWS

Using Gladly with your Shopify store?

Using Gladly with your Shopify store? We'd love your feedback there too! Leave us a review on the Shopify App Store and help other merchants discover how Gladly creates seamless, revenue-driving conversations.

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 referral to receive up to $2,000! Visit the Refer-A-Friend program to learn how.