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November Releases

Updated
  • Updated on Nov 5, 2025
  • Published on Nov 5, 2025
  • 4 minute(s) read
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November 5, 2025

Enhanced Custom Role Permissions for Finer-Tuned Access

We’ve made Custom Roles even more flexible. The old “Manage Conversations” permission has been split into four separate options, so you can now control exactly what each role can see or do in Gladly.

The new permissions are:

  • Listen to Voice Recordings

  • Read Conversations

  • Manage Conversations

  • Send Messages and Take Calls

This change makes it easier to match permissions to how teams actually work, like giving QA teams read-only access or allowing managers to review calls without making edits.

With Custom Role’s updates, you can fine-tune access across your team, keeping Gladly secure, organized, and easy to manage.

New Shopify RFM and Predicted Spend Insights in Customer Profiles

You can now include Shopify RFM Groups and Predicted Spend Tiers directly in the Customer Profile—helping your team recognize loyal, at-risk, or high-value customers instantly.

These insights make it easy to personalize routing, prioritize VIPs, and tailor experiences that drive long-term loyalty.

RFM Groups include segments like Champions, Loyal, At Risk, and Dormant, while Predicted Spend Tier indicates expected future value (High, Medium, Low). Both fields are now available as custom attributes for routing and reporting.

Contact Gladly Support for assistance adding these custom attributes to the Customer Profile.

[Coming Soon] Manager Controls for Agent Availability

Soon, Admins and Team Managers will be able to remotely set an Agent’s status to Away or log them out of Gladly.

This enhancement allows for greater control over Agent status, helping prevent situations where an Agent forgets to update their status before stepping away from Gladly or remains logged in after their shift ends.

A Better Answer Guide Experience is on the Way

Sidekick’s getting smarter. Over the next few weeks, your current Answers Guide will evolve into the new Questions and Recommendations Guide–same foundation, just more impactful and precise.

You’ll soon be able to point Sidekick to trusted websites so it can pull up-to-date information about your products, company policies, store hours, locations, and other key details, all straight from your brand’s own sources.

No setup needed, no downtime—just a smoother experience built for better answers.

Note: Your previous Answers Guide will remain available under the ‘Inactive’ tab within Sidekick Guides for reference.

Sidekick Assists by Classification Topic Report Moved to Sunsetting

The Sidekick Assist by Classification Topic report has been moved to the Sunsetting category. While it will remain available until December 8, 2025, it’s being phased out in favor of newer Sidekick out-of-the-box reports and dashboards that better reflect current definitions and metrics.

To prepare, we recommend using reports listed below as replacements for the insights your team may currently rely on from this report.

Closed Tasks Stay Closed When Updated via API

Fixed – Updating a Task via the API will no longer reopen closed Tasks. Once closed, it stays that way.

RESOURCE

Maximize Performance with Sidekick Reporting Tools

Gain deeper visibility into Sidekick’s performance with a walkthrough of the Sidekick Dashboard, Journeys, and other key reports in our on-demand Classroom Session. Learn how to track metrics like resolutions and assists, interpret data trends, and apply recommended workflows to keep Sidekick performing at its best.

Watch the session

RESOURCE

Holiday Preparation Checklist

Get ready for peak season with Gladly’s holiday readiness checklist, designed to help you deliver exceptional support and a seamless customer experience during your busiest time of year.

This guide walks through key steps to optimize workflows, adjust operating hours, automate greetings, manage phone closures, and scale resources to meet higher demand. It also includes important considerations to ensure both Sidekick and the App Platform are fully prepared to handle increased activity.

By following Gladly’s recommended adjustments, your team can maintain smooth operations, manage high volumes effectively, and continue providing fast, reliable, and personalized service throughout the holiday season.

EVENT

Join us May 4–6 in Atlanta, GA, for Gladly Connect Live 2026!

Hear from CX innovators who are leading the next era of service - brands like StockX, Tecovas, Kuhl, and Framebridge - as they share how they’re blending technology and empathy to create customer experiences built for the future.

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

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.

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