November Releases
  • 18 Nov 2020
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November Releases

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17 November 2020

What's Shipped

Introducing: Proactive Chat 

Unlock your revenue goals these holidays with our latest revenue-driver: Proactive Chat. With Proactive Chat, you can now create targeted campaigns to send automated chat messages that let you engage your Customers with the right message in the right moment or route them to the Agent or team best-suited to close the sale.

Pair our latest feature with Chat Payments to provide your Customers the ultimate seamless journey from question to purchase.


Proactive Conversations

We're introducing a brand new way to communicate with your Customers, Proactive Conversations, which is all about getting ahead of your Customers and reaching out to them before they reach out to you. What does this mean for you?:

  • You’ll see a brand new Proactive Conversations category on the More Settings page.
  • Outreach Campaigns will now be known as Proactive Voice and will sit under the Proactive Conversations family, along with our newest addition, Proactive Chat.


New Chat Routing Rules

With the addition of Proactive Chat and URL Rule Conditions, you now have additional flexibility in ensuring chats are routed to the Inbox or team best-suited to help your Customer.

  • Proactive Chat - Used with Communication is received Trigger, use this Condition to route incoming chats from a Campaign to an Inbox intended to help answer questions from a specific Campaign.
  • URL - Also used with Communication is received Trigger, use this Condition to route incoming chats from Sidekick to a specific Inbox, send an auto-reply, etc.


Faster Sidekick

The overall size of Sidekick has been reduced by over 80%! This means Sidekick loads faster on your website and offers a better experience for your Customers. There is no action required on your end to enjoy this enhancement.


New Answers Language

We've added Dutch as a new language you can use for your Answers knowledge base and Keyword Groups. You'll have to add Dutch first before you can start using it.


What's Coming

Holiday Release Schedule

We want to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • Nov 23 (Thanksgiving)
  • Dec 21 (Holiday break)
  • Dec 28 (Holiday break)


Don't Miss Out

SPOTLIGHT FEATURE

Chat Payments

Chat Payments help you chart an effortless path for your Customers, from asking a question about dimensions to checking out. With Chat Payments, you can empower your support team to be natural sellers, adding dollars to your bottom line and delighting Customers with a secure, fuss-free checkout experience. Find out more about the feature that helped Crate and Barrel net $100,000 in sales in just 1 week here.


SUPPORT

Product Help and Documentation

We monitor how our Product Documentation is used and apply that information to improve its contents. Help us ensure that help.gladly.com continues to be your one-stop-shop for everything you need to know about working in Gladly by rating help articles you use and provide feedback.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here




10 November 2020

What's Shipped

Improved Error Messages for Conversation Activities

We improved the Conversation error message that appears if something goes wrong while updating a Conversation, like reassigning a Conversation or reopening/closing a Conversation. The improved error message contains more information about what went wrong, as well as suggested instructions on what to do next.


What's Coming

Holiday Release Schedule

We want to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • Nov 23 (Thanksgiving)
  • Dec 21 (Holiday break)
  • Dec 28 (Holiday break)


Resolved Issues

Outbound Calls for International Numbers - We fixed an issue that was preventing agents from making calls from certain international phone numbers.


Don't Miss Out

SPOTLIGHT FEATURE

Scheduled Reports

You've just implemented some changes in hopes of improving your team's ability for first-contact resolutions, but are these changes making a difference? An easy way to figure that out is by tracking your team's progress on a set cadence with scheduled reports. Scheduled reports can be sent daily, weekly, or monthly by email to keep you and your stakeholders informed of key contact center initiatives.


SUPPORT

Product Help and Documentation

We actively monitor how you use our Product Documentation and use that information to improve its contents continuously. Help us ensure that help.gladly.com continues to be your one-stop-shop for everything you need to know about working in Gladly by rating help articles you use and provide feedback.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here





3 November 2020

What's Shipped

Product Images in the Customer Profile

Bring product descriptions to life by exposing images of past purchases directly from the Customer Profile allowing your Agents to provide more personalized service. Product images can be exposed through the lookup adapter. To learn more about how to expose product images returned by your lookup adapter, please contact Gladly Support.


Automated Message Greeting Update

To reduce the number of very specific suggested greetings, we'll only start suggesting a greeting if the greeting has been used by an Agent at least 5 times.


What's Coming

Holiday Release Schedule

We want to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • Nov 23 (Thanksgiving)
  • Dec 21 (Holiday break)
  • Dec 28 (Holiday break)


Resolved Issues

Schedule Node Delete Option - Previously, deleting a schedule in the Schedule node incorrectly deleted the wrong schedule. This has been fixed.


Don't Miss Out

SUPPORT

Product Help and Documentation

We actively monitor how you use our Product Documentation and use that information to improve its contents continuously. Help us ensure that help.gladly.com continues to be your one-stop-shop for everything you need to know about working in Gladly by rating help articles you use and provide feedback.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


SPOTLIGHT FEATURE

Keyword Groups

What one person might call a 'sofa,' another may call a 'couch.' Make sure your Customers and Agents see all the relevant Answers to address their needs—regardless of which variation they search for—with Keyword Groups that let you associate synonyms or related terms under one main umbrella. Check out Gladly's Help Site for more on how Keyword Groups can help you ensure that both your Customers and Agents always get the full picture.

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