--- title: "November Releases" slug: "november-2026-releases" updated: 2026-11-04T23:46:15Z published: 2026-11-04T23:46:15Z canonical: "help.gladly.com/november-2026-releases" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # November Releases ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(119).png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D) ## November 4, 2026 **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D)** #### New: On-Page Prompts Embed Gladly AI on Your Product Detail Pages Most shoppers with a question never ask it. On-page prompts put a few suggested questions, like “Does this run true to size?”, right below the add to cart button on your product detail pages. One tap and Gladly AI answers, so more shoppers get what they need to buy with confidence. On-page prompts are available now for commerce customers. Interested? Reach out to your account team and we’ll set them up for you. If we’re turning them on for your site, you’ll hear from us first. Once they’re live, you can turn them off anytime in Settings › Chat. Learn more in [our help doc](/product-docs/docs/add-on-page-prompts-to-your-website). **Find and Analyze Sessions Faster in the AI Sessions Page** The [AI Sessions page](/product-docs/docs/new-ai-sessions-page) picks up three new filters and a chart line to help you zero in on the Sessions that matter: - Feedback – Filter by your team's feedback to see Sessions rated thumbs up, thumbs down, or not yet rated. - No Guides – Pick "No guides" in the Guides Visited filter to find Sessions that didn't use any Guide. - Workflow version and step – In the Component Type picker, each Workflow expands to its own versions and steps, so you can compare one Workflow's version 3 with another's version 5. - Resolution Rate on the Volume chart – The "Volume over time" chart now includes a "Resolution %" line showing the share of AI-engaged Sessions that were resolved. It matches the Resolution Rate tile, so you can see how that rate trends over time alongside Overall AI Resolution %. #### Organize Team Assist Quick Responses Admins can drag Team Assist quick responses into the order they want. Agents see the buttons in that same order. To arrange responses, go to Settings → Team Assist → [Quick Responses](/product-docs/docs/setting-up-team-assist). #### Clearer Bounce Message for Full Mailboxes Emails that bounce because the recipient's mailbox is full now show "Mailbox full" in the Conversation Timeline instead of "Mailbox not found," "Mailbox does not exist," or "Unknown error,” making it easier to decode failed deliveries. #### More Reliable Customer Profile Updates from Connected Apps Gladly now updates each Customer Profile field from a connected app on its own. If one field can't be read – because it's missing or in an unexpected format – the rest still refresh normally, and the problem field keeps its current value instead of going blank. Your field mappings and overwrite settings work as before. #### ‘Apply Topics’ Steps Recorded on Gladly AI Sessions Topics added by a Workflow's ‘Apply Topics’ step display within the [Inspect Summary](/product-docs/docs/inspect-and-debug-ai-conversations) on the Gladly AI Session that applied them. #### Support Portal Link Added to Main Navigation Team Managers and Administrators now see a [Support Portal](/product-docs/docs/api-export-tool) link under the Resources section in the main menu, which opens the self-serve Support Portal for bulk imports and exports in one click. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D)** #### App Platform Integrations Stay Connected Through Interrupted Token Refreshes An App Platform integration no longer has to be reauthorized when the request that refreshed its token, or the browser finishing its authorization, disconnects at the wrong moment. #### **New and Updated App Platform Integrations: Gladly APIs, Loop Returns, and Magento** One new action and two updates bring task creation flexibility, end-to-end return handling, and easier order lookups into Gladly. Set up from [Apps](/product-docs/docs/gladly-apps) → Create Configuration, no developer support required. - Gladly APIs (v1.9.2) – A new ‘create_task_with_id’ action creates a Task with an ID you choose. - [Loop Returns](/product-docs/docs/loop-returns-app-1) (v1.9.2) – New ‘get_next_steps’, ‘answer_item_question,’ and ‘accept_return_policy’ actions, plus the store's own return reasons from ‘add_return_item,’ let Gladly AI build and submit a return from whatever Loop allows next. - [Magento](/product-docs/docs/magento-on-app-platform-overview) (v1.7.0) – Order lookup now finds orders by the order number Customers see, and it takes an optional email to verify who placed the order. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D) **[Action Required] Updated Versions of Gladly AI Sessions Detail and Conversation Export Reports Coming Next Week** On Wednesday, November 11, new versions of the following reports will replace the current ones: - **Gladly AI Sessions Detail Report** → *Gladly AI Sessions Detail Report (New)* – Adds four new fields: Engine, Was Dropped, Was Closed by Workflow, and Was Immediate Handoff – no AI. The report also incorporates updated handoff categories and resolution logic. - **Gladly AI Sessions Detail with Messages Report** → *Gladly AI Sessions Detail with Messages Report (New)* – Same updates as above, with message-level data included. - **Conversation Export with Gladly AI** → *Conversation Export with Gladly AI and Freeform Topics* – Adds a new Freeform Topics field. The current versions of these reports will move to the Sunsetting category in the Reports menu. The new versions will appear under **Gladly AI**, for Sessions Detail, and **Conversations** (the current category), for Conversation Export. If you have saved views or scheduled exports that reference these reports, update them to the new versions before next week to avoid interruption. **[Action Required] “First Customer Message” Column Removed from the Gladly AI Answers Performance Detail Report on November 11** With the November 11 release, Gladly is removing the ‘First Customer Message’ column from the [Gladly AI Answers Performance Detail report](https://help.gladly.com/docs/answers-performance-detail-report) and its CSV export. If your team uses this field in custom dashboards, scheduled exports or downstream integrations, please make updates before November 11 to avoid any interruption. Customer messages remain available via a link to the Conversation in the [Conversation Export report](https://help.gladly.com/docs/conversation-export-with-sidekick). If you have questions, reach out to your Gladly team. **The Old AI Sessions View Goes Away In Two Weeks** Starting November 12, the new AI Sessions view will be the only view, so you won't be able to switch back to the old one. The new view has been live for several weeks and gives you more ways to dig into AI activity. You can see: - Session counts, resolution and handoff rates, and trends in one place. - You can filter and group by multiple components including Channel, outcome, Guide, Entry Point, Agent profile or Agent version. - And you can click any group to open the Sessions behind it. If your team still switches back now and then, now's a good time to get used to the new view. [This guide](https://help.gladly.com/docs/new-ai-sessions-page) outlines everything you need to know about it. #### [**Agentic Commerce**](https://help.gladly.com/docs/what-is-agentic-commerce)**, Now in Early Access** Shopping and support now happen in the same Conversation. Gladly AI can help shoppers find products, compare options, and add items to cart, alongside the support it already handles. Early results show roughly a 20% increase in resolutions. - Product recommendations: Gladly AI suggests products based on what the shopper needs. - Compare and decide: Shoppers get answers on fit, features, and differences, grounded in your product data. - Add to cart in Chat: Shoppers can add items without leaving the Conversation. - Commerce visibility: See how AI-engaged shoppers move from Conversation to cart. See how Balsam Hill uses Gladly to drive revenue: [Balsam Hill customer story](https://www.gladly.ai/customers/balsam-hill/) Agentic Commerce works best with the [Enhanced Gladly Chat Experience](https://help.gladly.com/docs/configure-enhanced-and-basic-chat). To request early access, reach out to your account team. #### **See and Reply to Facebook Page Post Comments in Gladly** Agents will be able to see and answer Customer comments on your Facebook Page posts in Gladly. Each comment appears in the Conversation Timeline with the post it was left on, including a link to the post on Facebook and a label for ads. Available in Gladly soon! #### **Email a Third Party from a Task Without Leaving the Conversation** Agents will be able to [email a third party](https://help.gladly.com/docs/side-conversations-in-tasks) – a vendor, a shipper, a partner – directly from a Task without touching the Customer's Conversation. - Threaded on the Task – The outbound email and all replies live on the Task, so the Customer's Conversation stays clean and the exchange is easy to find later. - Replies route back automatically – When the third party responds, the reply lands on the Task and the Task's follow-up date updates, keeping the work visible without the Agent needing to check manually. Accessible by selecting “Start side conversation” from the compose (+) menu, soon. #### **[Early Access] Shopify Product Search for Gladly AI** AI can [search your Shopify catalog](https://help.gladly.com/docs/shopify-product-search-overview) directly so product questions get answered with up-to-date store data. - Real-time catalog data – Product cards with the real image, current price, working link, and true variant and inventory availability, pulled from Shopify on each request. - Semantic, typo-tolerant search – Customers can ask naturally ("Do you have this in size 8?") and Gladly AI matches them to the right products. - Custom fields included – Details that live only in your custom fields – care instructions, dimensions, ingredient lists – are surfaced to Gladly AI so it can answer questions web search can't. - Web search stays in its lane – Product questions use the Shopify catalog; policies, FAQs, and blog content still come through web search. Shopify Product Search isn't a separate add-on – it gives Gladly AI a direct, real-time connection to your Shopify catalog for product questions, alongside the web search and Answers it already uses. To test it early, reach out to Gladly Support to get started. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D) **Concurrent Workflow Saves No Longer Conflict** Fixed – Workflow saves now receive distinct versions when Admins save at the same time. Updating a Workflow pin also preserves edits committed while the update was waiting to save. **AI Sessions Page Metrics Match the Session List When Filtering by Customer** Fixed – Searching for a Customer by name or email on the AI Sessions page could show the right Sessions in the list but wrong numbers in the metric tiles, chart, and filters. All counts now include every Session the list shows. **Concurrent Guide Saves on the Same Agent No Longer Lose Edits** Fixed – Two people saving different Guides on the same AI Agent at nearly the same time could silently lose one of the edits. Each Guide save, add, and delete now builds on the latest saved Agent, so concurrent edits to different Guides are all kept. **Side-by-Side Tester No Longer Cut Off on Laptop Screens** Fixed – The side-by-side tester in the Guide editor was cut off on laptop screens. The tester now fits its panel with a single-row header. **AI Agent No Longer Greets Twice on Duplicate Chat Starts** Fixed – Gladly AI no longer greets twice or switches the AI Agent version when the same Chat start arrives more than once. **Customer Profiles No Longer Freeze on Long Text Without Spaces** Fixed – Customer Profiles no longer freeze when an email or message contains a very long block of text without spaces, such as an image pasted into the body as text. Email addresses with a quoted local part, like "john doe"@example.com, are no longer highlighted in messages or in the editor, and the composer no longer accepts one as a recipient unless it contains a plain address. **Shopify Create Discount Code Now Lists Up to 1,000 Collections** Fixed – The Shopify ‘Create Discount Code’ action now lists up to 1,000 published collections in ‘Applies To,’ so stores with more than 250 collections can target any of them. **Second App Platform Configuration No Longer Fails** Fixed – When adding a second configuration for a given App Platform app, requests for the newly added configuration no longer fail. **Applying or Removing Topics No Longer Changes a Conversation's Updated Time** Fixed – Applying or removing a Topic on a Gladly AI Conversation no longer changes its ‘Updated time.’ Older Conversations keep their place in the Gladly AI Conversations list instead of jumping to the top. **Outbound Emails No Longer Show Internal GladlyID in Gmail Previews** Fixed – Short emails sent from Gladly no longer show an internal ‘GladlyID’ reference in the recipient's Gmail inbox preview, and replies from mail clients that drop the reply header now thread back to the right Conversation on every organization. **Workflows Receive Phone Numbers in International Format** Fixed – Workflows that use the Customer's phone number from their profile now get it in international format (for example, +15555551234), so it works directly with actions that send SMS. Before, the number came through exactly as it was entered on the profile, and SMS sends could fail when it wasn't already in international format. **Instagram Direct Multi-Photo Messages No Longer Dropped** Fixed – Instagram Direct messages where a Customer sends several photos or videos at once are now delivered to Gladly with every attachment and any accompanying text. Previously these messages were silently dropped. **Signals Filter Shows Active Guides First** Fixed – In Signals, the ‘Agent’ filter now lists each AI Agent's active Guides first, with inactive Guides tucked under an "Inactive guides" row so they no longer bury the Guides you use. You can still filter by an inactive Guide to review past Sessions. Draft Guides no longer appear in the filter, and long Guide lists now scroll. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D) **EVENT** #### Classroom Session: Holiday Readiness – Tune Up for Peak Season Some of the highest volume of the year is coming .. is your Gladly setup ready? Join us on **November 10 at 10am PT** for an interactive Classroom Session that walks through your full configuration – Workflows, Inboxes, Topics, Business Hours, Content, Rules, and the Gladly AI settings that matter most when demand spikes. Whether you're heading into your first holiday season with Gladly or sharpening a setup you've run for years, you'll walk away with a clear checklist and the confidence to have Gladly Team and Gladly AI ready when it counts most. [REGISTER](https://gladly.zoom.us/meeting/register/3P3Nx1VgSt6XlIG3CTHYcQ#/registration) **RESOURCE** #### Updated: Holiday Preparation Checklist Our Holiday Preparation Checklist has been refreshed for 2026 – now covering Gladly AI, App Platform readiness, and the basics like IVR hours, Chat throttling, Rules audits, and closing the phones. Whether you're tuning up AI Sessions, testing your integrations under load, or updating return policies before the rush, start here. [View the checklist](https://help.gladly.com/docs/holiday-preparation-checklist) → **RESOURCE** #### Live Events Page Accessible From the Main Navigation Team Managers, Analysts, and Administrators can see a Live Events link to Gladly Academy's events page under the ‘Resources’ section in the main menu. Browse and register for upcoming events with one click! [See what’s new](https://academy.gladly.com/pages/events) **ARTICLE** #### Q&A with Ali Fazal: Agentic Shopping’s Service Blind Spot Gladly CMO Ali Fazal discusses the rise of "agent-error returns” a growing challenge where consumer-facing personal AI shopping agents purchase the wrong items, leaving customer support teams unprepared to handle the resulting influx of returns. [READ MORE](https://www.citybiz.co/article/920141/qa-with-ali-fazal-chief-marketing-officer-at-gladly-agentic-shoppings-service-blind-spot/) **REVIEWS** **You're In Good Company** Love using Gladly? [Share your experience on G2 Crowd](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320) 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](https://apps.shopify.com/gladly) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) to learn how. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg?sv=2026-02-06&spr=https&st=2026-11-05T14%3A04%3A08Z&se=2026-11-05T15%3A04%3A08Z&sr=c&sp=r&sig=2XThHzwraHqj8gDRMcP%2FbugJR5Zq5exwvuAMO%2FqXjr4%3D)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.