May Releases
  • 25 May 2022
  • 6 Minutes To Read
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May Releases

  • PDF

May 24, 2022

What's Shipped

Inbox Sort Tooltip

Hovering over the Inbox sort icons now displays a tooltip showing how the list could be sorted by the oldest item first or by the most recently updated items.

most recently updatesold items


New Shopify Actions Features

Last week, we released a host of new Shopify Actions features so your Agents can do more for your Shopify Customers without leaving Gladly. All of these features are now visible in the Customer Profile without needing to reach out to Gladly Support.

  • View shipping information
  • View cost total breakdown
  • View discount codes used for the order
  • View, create, and edit order tags

Remember, you must have Shopify Actions activated to take advantage of these features.


Existing Company Phone Numbers Now Appear in Gladly

Voice and SMS phone numbers you did not purchase through Gladly UI but already own will now appear in Gladly. Follow the Use an existing phone number wizard on the Voice or SMS settings page to find and configure these numbers.


New Channels for Reply-To Conversation API

We added the ability to send Instagram Direct Messaging, Twitter Direct Messages, and WhatsApp messages to Reply To Message conversation API.


Default Message and Detail for Action Response

If there is no Message or Title included in the success response from an action, we will now display a default message prompting the Agent to let your App developer know to add these details to the response payload.


Resolved Issues

Unable to Re-authenticate Through SSO – Users who log into Gladly using SSO and had "Force users to authenticate" activated where users logged out due to inactivity could not log back in for two hours without clearing browser cookies. This is now fixed.


Don't Miss Out

ACADEMY

People Match Scenarios and Common Questions Classroom Session

Since its introduction, People Match has helped many of you learn new ways to provide elevated service by prioritizing certain Customers to the best Support Hero that can help them. Join us on June 9, 10 AM PT, for a classroom session to discuss scenarios People Match could help solve and hear us discuss and answer questions we frequently receive about People Match.


ACADEMY

New Academy Path: Team Manager Essentials

Make a beeline to become the best manager you can be in and outside of Gladly. Built with Team Managers in mind, the Team Managers Essentials Path aims to help you learn the basics of being an effective manager — from providing radically personal service to learning how to better train Agents and quickly onboard them to use Gladly.


ACADEMY

New Academy Path: Customer Service Essentials

The Customer Service Essentials Path aims to help Agents (and managers alike) learn how to provide radically personal service, communicate with empathy, and apply those new skills in assisting Customers through Gladly. Take this Path as a refresher or to complement  Agent Certification.




May 17, 2022

What's Shipped

New Shopify Actions Features

See more and do more for your Shopify Customers without leaving Gladly. With this latest release of Shopify Actions, you can:

  • View shipping information
  • View cost total breakdown
  • View discount codes used for the order
  • View, create, and edit order tags

This is on top of the other order actions you can do today in Gladly, including canceling and refunding orders, adding or editing order notes, and creating discount codes.

The new Shopify Actions features are generally available next week. Contact Gladly Support if you’d like to activate these features in your org this week. Otherwise, you’ll see the updates automatically next week. And remember, you must have Shopify Actions activated to take advantage of these features.


Gladly + HiOperator: Scale Customer Service Support Through the Power of Human and AI Technology

Combining HiOperator with Gladly allows brands to deliver lighting fast and highly customizable customer support across all digital channels. HiOperator can resolve customer service tickets faster, more accurately, and more securely by pairing AI technology with its highly empathic, US-based customer service agents.


Confirmation Prompt When Canceling a Draft Composition

Have you ever accidentally canceled a draft composition and had to start writing again? From now on, clicking Cancel to remove a draft composition will present a confirmation modal before your request is processed.


New Academy Path: Team Manager Essentials

Make a beeline to becoming the best manager you can be in and outside of Gladly. Built with Team Managers in mind, the Team Managers Essentials Path aims to help you learn the basics of being an effective manager — from providing radically personal service to learning how to better train Agents and quickly onboard them to use Gladly.

Keep in mind that although Paths are not as formal as Certifications, it’s an efficient way to learn new skills using strategically sequenced courses in a short amount of time. And if you haven't already, don't forget to complete your New Manager Certification which provides a complete overview of what you need to know as a manager in Gladly.

Don't have a Gladly Academy account? Click here to create one.


Resolved Issues

Images Appearing as Attachments on Emails – Previously, Email Answers with multiple inline images only resulted in the first image appearing inline when used in an email and the rest appearing as attachments. This is now resolved.


Don't Miss Out

ACADEMY

People Match Scenarios and Common Questions Classroom Session

Since its introduction, People Match has helped many of you learn new ways to provide elevated service by prioritizing and routing Customers to the best Support Hero that can help them. Join us on June 9, 10 AM (PT) for a classroom session to discuss scenarios People Match could help solve and hear us discuss and answer questions we frequently receive about People Match.

Register Here




May 10, 2022

What's Shipped

Multiple Browser Tabs Notification

Gladly works best if run on a single Chrome browser tab. Running Gladly on multiple browser tabs — creating duplicate sessions — can cause undesired functional behavior, not limited to skewing reporting data and preventing notifications from working properly. A message will now appear when duplicate Gladly sessions are detected.

duplicate browser tabs error


Introducing ‘Paths’ in the Gladly Academy

While some lessons/subjects can be taught utilizing one Guide, some may require multiple Guides in order to teach properly. Paths in the Academy allow learners to learn a certain lesson/subject built using multiple Guides in sequential order.

We release new elearning content often, so don’t forget to visit the Academy regularly.


Don't Miss Out

CONTENT

Receive Useful CX Content From Gladly

Are you a CX professional or enjoy receiving content related to CX? If so, we encourage you to click the email preference link at the bottom of your release notes or product updates email from Gladly to update your email preference center. Check the box next to the types of CX content you'd like to receive. 

Click here to receive product updates and release notes in your email.


PRODUCT

Activate Shopify Actions

Need to cancel a Shopify order? What about add an order note? You can do all this — and more — without leaving Gladly to access Shopify. Save your Agents time by activating Shopify Actions today.


PRODUCT

Purchase Voice and SMS Phone Numbers in Gladly

Did you know you can now purchase and configure SMS and Voice phone numbers directly in Gladly without needing to work with Gladly Support or requiring Services hours? Upon purchasing a number, simply follow the step-by-step walkthrough that’ll guide you in configuring the number for use with SMS or Voice.


EVENT

Gladly Connect

Join us on May 17 for Gladly Connect, an excellent opportunity for Gladly customers, partners, and customer service leaders to meet. In this virtual event, you’ll learn how to:

  • Pivot from seeking customers to keeping customers.
  • Increase the lifetime value of your employees.
  • Earn customer loyalty through benevolent, competent service.

Register now



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