May Releases

May 27, 2026

New "In Use" Panel Shows Where Workflows Are Leveraged

The Workflows editor now includes an "In use" panel that shows every place a Workflow is active and which version is deployed. Use it to pin new versions when they're ready for live traffic, or to find where older versions still need updating.

Workflows Tester Preserves Memory Across Restarts

The Workflows tester now keeps remembered values intact when you select "Restart from beginning." This makes it easier to verify that Workflows using Remember and Recall steps correctly read back values triggered in earlier runs.

New Template: User Address Verification

Another starter template has been added to the Workflows library. “User address verification” builds a reusable subworkflow that verifies a Customer's email or phone number via a one-time code, remembers the verified address for the rest of the session so it won't re-prompt, and passes the verification result back to the parent Workflow.

Click Add Workflow → User address verification to get started.

Collapsible Side Panel in Workflows Editor

A new toggle in the Workflows editor hides the tester panel, giving the Workflow graph the full width of the editor. Your layout preference is saved between sessions, and any in-progress test Conversations or memories are preserved when you collapse and reopen the panel.

Audit Log Lives Under Admin Settings

The Audit Log has moved from Reports to Settings → Security and Compliance. It is accessible to Administrator and Compliance Administrator roles by default, and can be extended to other users via the new "View Audit Log" permission in Custom Roles. The Audit Log is no longer available under Reports.

[Action Required] Contact Export Report: Older Versions Deprecated in 7 Weeks

If you missed last week's announcement, we've migrated the Contact Export report to new infrastructure that makes it 2-3x faster!

As part of this migration, we will retire older versions of this report – ContactExportReport and ContactExportReportV2 – in 7 weeks. If your team currently uses either of these versions, please update your integrations to use ContactExportReportV3 to avoid any disruption.

We're Bringing Mobile Support to Gladly!

We are excited to introduce mobile support for Gladly Team. Designed for Agents on the go or away from their desk, this update lets you view your Customer list, open Conversations, and take action directly from your phone.

Want early access? Mobile support is currently in beta. If you'd like to be among the first to try it and share your feedback, please contact Gladly Support to get started.

Search Will Soon Include Tasks

Universal search is expanding to include Tasks alongside Conversations and Customers. Agents will be able to search for Tasks by keyword, filter results by type, and open a Task directly from the search results.

Insights Agent: Just Ask Gladly

We will soon be releasing the Insights Agent, so you can ask questions about your data and performance in plain English and get instant answers. No digging through reports or waiting on analysts, just ask AI and get the insights you need directly from your Gladly dashboards.

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.

Archived Topics No Longer Block Subsequent Rule Actions

Fixed – Rules referencing an archived Conversation Topic within the "Add Topics" action were abandoning the entire Rule chain. The archived Topic is now simply skipped, and the Rule's remaining actions (auto-reply, close, routing, etc.) continue to run where appropriate.

Workflow Validator Requires Topics Input on Apply Topics Step

Fixed – Saving a Workflow with an Apply Topics step that had no Topics selected would silently apply nothing at runtime. The editor now shows a clear validation error before saving.

Workflows ‘Say’ Step Copy Preserves Variables

Fixed – Copying text from a Say step's message or instructions in the Workflow editor could lose variable references. Selections retain variables when pasted in.

Conversation Review Panel Displays Correct Gladly Agent Name for Workflow Handoffs

Fixed – Workflow handoff steps that routed to a Gladly Agent displayed "Go to agent: Unknown agent" in the Conversation Review panel. The correct Gladly Agent's name is now displayed.

Workflow-Handled Conversations Counted as AI-Assisted

Fixed – Conversations fully handled by a Workflow without ever reaching a Guide were incorrectly classified as not AI-assisted in reporting. These Conversations now roll up into AI-resolved or AI-handed-off categories.

RESOURCE

The Future of Customer Experience is Agentic Commerce

AI is changing more than support. It’s changing how customers discover products, make decisions, and interact with brands across the entire journey. In his Gladly Connect Live 2026 keynote, Joseph Ansanelli shares the five principles shaping Gladly’s product vision – from conversational commerce and immersive AI experiences to a future where people manage AI agents at scale.

Featuring live demos, real customer examples, and a look at what’s shipping next, this keynote explores how brands can move beyond fragmented support tools and build AI experiences grounded in customer context, continuity, and long-term loyalty.

Watch the keynote →

EVENT

CCW Las Vegas Starts Next Month

AI is reshaping customer expectations in real time – and the brands pulling ahead are the ones building experiences that feel fast, personal, and connected from start to finish.

Join Gladly at Booth #1121 during CCW Las Vegas on June 24–25 for live demos, practical conversations about AI in CX, and a firsthand look at how leading brands are combining AI and human service in one continuous customer conversation.

Whether you're rethinking support operations, exploring agentic commerce, or trying to make AI actually useful for customers, we’d love to show you what’s next.

Book time with our team

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

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.

May 20, 2026

New Workflow Capabilities: Memory, Real Customer Testing, and Duplication

This release introduces even more depth to the Workflows feature, making it easier to build smarter flows, test with confidence, and get new Workflows up and running faster.

"Remember" and "Recall" variables – Workflows can retain information and use it later on, all within the same AI session. For example, if a Customer verifies their identity to cancel one order, they won't need to re-verify to cancel a second. Use "Remember" to store a value for later, and "Recall" to retrieve it in a future execution of the same Workflow.
Test with real Customer Profiles – Select a real Customer Profile when testing a Workflow set up, making it easy to evaluate Workflows that depend on Customer data (name, email, phone) or run App Actions that use Customer context.
Business Hours dropdown in "Get Business Hours Status" – The action step now shows a searchable dropdown of your configured business hours schedules instead of requiring a pasted ID.
Duplicate Workflows – Copy an existing Workflow with a single click from the Workflows list. The duplicate preserves all tasks, inputs, and outputs so you can use it as a starting point.

Test Conversations Tab on Gladly AI Conversations Page
All Conversations generated from Guide testing now appear under their own dedicated tab, making it easy to review and compare test results in one place.

Compliance Redaction Requests for Shopify

Organizations with the Shopify app installed now receive data privacy requests directly in Gladly. When a Customer submits a data access or erasure request through Shopify, Gladly captures it under Settings → Security and Compliance → Redaction Requests.

Compliance Administrators receive an email notification for each new request and can review, export Customer data, and mark requests as completed – individually or in bulk. All actions are logged in the Compliance Event Log.

View IVR Node IDs in the IVR Editor

IVR node IDs are now visible directly in the IVR editor. This simplifies debugging IVR configurations, especially for organizations using Customer Input, Variable, and Variable Match Nodes.

Organization URL Included in Webhook Disabled Emails

When a webhook is automatically deactivated, the email notification now includes the organization URL. This makes it easier for teams with multiple environments to identify which instance the alert is coming from.

Smarter People Match Boosting for Transferred Conversations

For organizations using the Transfer Status Rematching Criteria, rematching boost no longer fires on Conversations where the previously assigned Agent did not send a Customer message during their assignment.

The boost continues to apply when an Agent has replied, ensuring that active Customer exchanges remain prioritized. Conversations without an Agent response are now prioritized by their due date without boosting.

[Action Required] Contact Export Report: Older Versions Deprecated in 8 Weeks

If you missed last week's announcement, we've migrated the Contact Export report to new infrastructure that makes it 2-3x faster!

As part of this migration, we will retire older versions of this report – ContactExportReport and ContactExportReportV2 – in 8 weeks. If your team currently uses either of these versions, please update your integrations to use ContactExportReportV3 to avoid any disruption.

Audit Log Moving to Settings → Security and Compliance next week

The Audit Log is now accessible under Settings → Security and Compliance in addition to its current location under Reports. Additionally, a new "View Audit Log" permission can be assigned to Custom Roles.

Starting next week, the Audit Log will be removed from the Reports section and will be available exclusively within Admin settings – accessible to Administrator and Compliance Administrator roles by default, or to select users via the new Custom Roles permission.

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.

Insights Agent: Just Ask Gladly

Test Your AI at Scale with Simulations

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.

Looker Reports Invalidating Across Browser Tabs

Fixed – Opening an embedded Looker report in a second browser tab would invalidate the report in the first tab, causing Agents to lose access mid-session. Reports now work across multiple tabs simultaneously. Additionally, when an Admin revokes a user's report access or deactivates their account, the active Looker session now ends within seconds instead of waiting up to 16 hours.

Chat Greeting Auto-Suggestions Not Populating

Fixed – Messaging Answers used as a greeting auto-reply for Chat stopped auto-suggesting in the Chat Composer for organizations using the new rich text formatting experience. Suggestions now appear as expected.

Pasted URL Wrapping Entire Message in Chat Composer

Fixed – Typing a space after a pasted URL in the Chat Composer would wrap the entire message in a single hyperlink. The pasted link now stays intact and subsequent typing remains plain text.

URLs Appearing as Plain Text and Raw HTML in Chat

Fixed – Two issues with rich-text chat formatting have been resolved.

URLs typed or pasted in the Chat Composer now render as clickable links for the Customer.
The Chat preview in the Agent's sidebar displays readable text instead of raw HTML markup.

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.

EVENT

CCW Las Vegas Is Almost Here!

Customer expectations are changing fast – and AI is raising the bar. At CCW Las Vegas, we’re showing how brands are using customer experience AI to deliver support that’s faster, more connected, and built to keep customers coming back.

Stop by Booth #1121 on June 24–25 for live demos, practical CX conversations, and a look at how Gladly brings AI and human service together in one continuous conversation.

Bonus: book time with our team and walk away with a fresh pair of Hokas or Uggs.

RESOURCE

Your Customers Are Already Shopping with AI

Consumers are turning to ChatGPT, Perplexity, and Gemini to research products, compare options, and make buying decisions – often before they ever visit a brand’s website. In this new landscape, brands need more than a chatbot. They need AI that understands the full customer relationship.

In our latest blog, we explore why the future of commerce belongs to brands that connect AI, service, and customer context into one continuous experience – and what that shift means for loyalty, discovery, and long-term growth.

Read the blog

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion

May 13, 2026

Workflows: New Capabilities For Greater Flexibility

Last week we introduced Workflows – deterministic, step-by-step Conversation flows that give you guaranteed control at critical moments like session start and before handoff. This week, we're building on that foundation with several new capabilities:

Nested Workflows – Workflows can now invoke other Workflows. In the "Use" step, toggle between an Action or a Workflow. When selected, the child Workflow runs inside the parent and returns when complete. Ideal for reusable logic like identity verification (OTP), compliance disclosures, or any standardized sequence you don't want to rebuild across multiple Workflows.
"Add Note" action – Automatically create notes on Conversations as part of a Workflow, with configurable content. Useful for logging context or leaving an audit trail as a Workflow progresses.
"End this Workflow" stop action – A new option that lets a Workflow finish early without handing off to an Agent or closing the session. For example, if a Customer is already verified, the Workflow can simply exit and let AI continue the Conversation.
Signatures on Workflow messages – Messages produced by Workflows now include the configured signature, matching other Gladly AI replies.
New starter template: “Block after-hours handoffs” – Scaffold a flow that checks business hours and closes Conversations with a configurable message to the Customer instead of handing off to an offline team.
Improved template clarity – The "Email routing rules" template has also been renamed to "Spam routing rules" to better reflect its purpose.

Contact Export Report: Faster Performance

We've migrated the Contact Export report to new infrastructure that makes it 2-3x faster. Moving forward, the Contact Export report will contain data from January 1, 2025 onward, covering the vast majority of report requests. If your team needs access to older Contact Export data, contact Gladly Support and we'll work with you to retrieve it.

All other reports (Work Sessions, Contact Summary, Agent Summary, etc.) are unaffected.

Copy Guides in Any State to Other Gladly Agents

Guides in Draft or Inactive states can now be copied to other Gladly Agents. Previously, a Guide had to be set as Active before it could be copied, which forced teams to temporarily activate non-production-ready Guides. All Guides can now be copied regardless of state.

Daily Email Alerts for External App Error Rates

Admins, developers and API users now receive daily email alerts when an external app's error rate exceeds 30% over a trailing 7-day window. The email lists affected apps and configurations with error statistics and guidance on next steps.

Freeform Topics Now Available in Insight Builder

Freeform Topics are now available as a dimension in the Conversation Metrics explore within Insight Builder. Each Conversation displays its Freeform Topics as key-value pairs (e.g., "Lot Code: 12345, SKU: 54321, Order ID: 191919"), making it easy to report on data like lot codes, SKUs, order IDs, and other custom tags your team has applied.

Note: this update currently applies to Insight Builder only – Conversation Export report support is coming in a future release.

Mid-Conversation Guide Reclassifier

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.

Insights Agent: Just Ask Gladly

Test Your AI at Scale with Simulations

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.

Workflows Editor Failing to Load Under Concurrent Access

Fixed – The Workflows editor could fail to load with a timeout error under concurrent access for organizations with certain legacy data. The page now loads reliably regardless of underlying data state.

Workflow Editor Crash on Empty Parameter Selection

Fixed – Selecting the "Empty" parameter mode for Use steps in the Workflow editor caused a crash. The editor now renders correctly.

Save Button Scrolling Out of View in Workflow Editor

Fixed – The Save button in the Workflow editor could scroll out of view, forcing users to scroll back to the top. The Save button now stays pinned at the top of the editor.

Duplicate "Task Became Due" Entries

Fixed – A duplicate "Task became due" entry could appear on the Conversation Timeline when a Task underwent assignee or routing group changes after becoming due. Each Task now produces exactly one entry per due cycle. Additionally, the Agent assignment banner now displays "Assigned to you and due now" for Tasks already past their due time.

Two Agents Assigned the Same Task Simultaneously

Fixed – A rare race condition could result in two Agents pressing "Next" and both being assigned the same Task. Only one Agent now receives any given Task.

Warning for Misconfigured Voice AI IVR Nodes

Fixed – Added a warning icon on the IVR list page when a Voice AI IVR Node is missing an Entry Point configuration. Hovering the icon shows a tooltip explaining the issue.

Variables Lost on Copy/Paste in Workflow Say Steps

Fixed – Copying and pasting the contents of a Say step in the Workflow editor silently dropped variable references (e.g., $.customer.name). Variables are now preserved on copy/paste.

End Call Sub-menu Flickering During Conference Calls

Fixed — The End Call sub-menu would flicker during a conference call, making the "Leave conference" option difficult to click. Agents can now reliably leave a conference on the first click.

Missing Yellow Border on Notes in Dark Mode

Fixed – Notes in the Conversation Timeline now correctly display the yellow border in Dark Mode.

PRODUCT

Reminder: You Can Now Import Answers in Bulk

EVENT

Meet Gladly at CCW Las Vegas 2026

We’re heading to CCW Las Vegas June 24–25. Visit Gladly at Booth #1121 for live demos, real conversations about AI in CX, and a look at how top brands are turning every customer interaction into long-term loyalty.

Reserve a meeting with our team – and leave with Hokas or Uggs on us.

Book a meeting

RESOURCE

Making Sense of Agentic Commerce

From ChatGPT to Perplexity to Gemini, consumers are increasingly shopping through AI. So what does it take for brands to keep up? Gladly’s latest Fortune piece explores the shift toward agentic commerce — and why the brands that win will be the ones that truly know their customers.

Read the Fortune article

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion

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

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

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

REVIEWS

You're In Good Company

Love using Gladly? Share your experience on G2 Crowd to help others discover how Gladly empowers better customer connections.

REVIEWS

Using Gladly with your Shopify store?

RESOURCE

Gladly Referral Promotion