November Releases
  • 08 Dec 2021
  • 6 Minutes To Read
  • PDF

November Releases

  • PDF

16 November 2021

What's Shipped

Help Guidance if Email Send Fails

Whenever emails fail to be delivered due to an error, a help link now appears with the error on the Conversation Timeline to provide additional context about the error (and why the email failed) with suggested actions you can take.


What's Coming

Holiday Release Schedule

Since the holidays are fast approaching, we'd like 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:

  • November 22 (Thanksgiving)
  • December 20 (Holiday break)
  • December 27 (Holiday break)

Our Support Team will continue to be available over the holiday season on modified business hours in the event you experience any issues with Gladly.


Resolved Issues

Deactivated Inboxes on the Users Settings Page – The Inboxes list on the Users settings page previously included deactivated Inboxes. Going forward, it will only list active Inboxes.

'Initiator' Metric Update – Email Contacts that are started by someone included on the Customer email thread will now show as initiated by INTERNAL (someone with your company's email address) or EXTERNAL (someone with an email address outside the company) in the Contact Export and Contact Timestamps reports. Previously, these showed up as being initiated by the CUSTOMER. This does not have an impact on how these email exchanges are displayed in the Customer Profile.


Don't Miss Out

WEBINAR

Use Instagram to Drive Revenue With Radically Personal Service

Join us on November 18, 2021, for the upcoming virtual event with Chubbies, Overdose, and Facebook to learn how to use Instagram to drive revenue. Click here to register.


WEBINAR

Introduction to Insight Builder

The rumors are true. Insight Builder is coming! Join us on December 8, 2021, from 9 AM to 10 AM, and learn how you can choose your own adventure by building your own reports using Gladly datasets. Send an email to kimberly@gladly.com to receive an invitation.


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




9 November 2021

What's Shipped

Inboxes and Teams in Alphabetical Order

The names of Inboxes and Teams on the Users settings page now appear in alphabetical order to make it easier to scan the list.


Email Attachment Size Limit Increase

File attachment size limit in emails has been increased from 10MB to 15 MB.


Change Liveboards 'Avg. Wait Time Today' Metric to Calculate Based on Contacts

To better align with calculations in historical reporting, the "Avg. Wait Time Today" Liveboard metric now calculates based on Contacts across all Channels.


New Academy Training Content

We have three new Academy training content ready for you or your team to enjoy:

  • Quick Reply Built with Administrators in mind, learn why you should use Quick Reply, then learn how to set it up.
  • Compliance Management Specifically made for Compliance Administrators, learn how to manage Customer data in Gladly, along with information on how to delete Customer data.
  • Work with Reports For those who spend their day analyzing reports, the new Work With Gladly Reports introduces and simplifies understanding the most frequently used reports in Gladly. If you're feeling studious, we recommend completing the entire Reports and Insights track.


What's Coming

Holiday Release Schedule

Since the holidays are fast approaching, we'd like 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:

  • November 22 (Thanksgiving)
  • December 20 (Holiday break)
  • December 27 (Holiday break)


Resolved Issues

Rule Condition for Chat Channel – We fixed an issue in Rules that prevented 'First Message' chat Conditions from recognizing new Conversations.


Don't Miss Out

WEBINAR

Use Instagram to Drive Revenue With Radically Personal Service

Join us on November 18, 2021, for the upcoming virtual event with Chubbies, Overdose, and Facebook to learn how to use Instagram to drive revenue. Click here to register.


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





2 November 2021

What's Shipped

Add Email Addresses and Domains

You no longer need Professional Services or Gladly Support to add and configure email domains and email addresses you'd like your Customers to use to receive support by email. You can do this at your leisure through the new Emails admin setting. Whenever you add new domains and email addresses to Gladly, don't forget to configure the Entry Points as well.


Product Images for Shopify

Product images from Shopify are now viewable right from the Order Card in the Customer Profile. Simply hover over the order detail to view the product image. There are no actions required on your end to expose the images in Gladly as long as you have product images in Shopify.


Summary Liveboard Voice SLA Calculation

To better align with SLA calculations in reporting, the Voice SLA Achievement Today metric in Summary Liveboard now considers an abandoned call to not be "Within SLA," no matter how long a Customer waited before hanging up. Additionally, phone calls forwarded out of Gladly or voicemail are no longer considered in the calculation.


Improved Sidekick Event Tracking

Sidekick events are commonly sent and used in Google Analytics for many tracking purposes, like to see if a Customer chatted in then bought an item with seven days. With the inclusion of initiatorType and initiatorId in message:received and sent event, you'll now see which Agent is also the driving force behind the revenue from when the inquiry starts in Sidekick, all the way to when the Customer completes the purchase.


Attachments for Twitter and WhatsApp

You can now include file attachments when replying to Customers via Twitter or WhatsApp. Inbound and outbound videos will also now appear inline instead of an attachment.


New Admin Pages for Instagram Messaging and Facebook Pages

Instagram Messaging and Facebook Pages are now on the More Settings page, giving you complete control over the adding and management of these accounts in Gladly without needing any help from Gladly Support. Once you add new Instagram Messaging or Facebook accounts for use in Gladly through the new admin settings, simply configure the Channel settings to point these accounts to their designated Inbox.


Instagram Follower Count

Quickly see the number of followers a Customer has. You can also see if they have a verified account along with some information about if they are following your Instagram account and if you are following them.


Resolved Issues

Incorrect Proactive Chat Campaign – We resolved an issue that caused Proactive Chat sometimes to display the same Campaign on pages where it should be showing a different Campaign.

Incorrect Reopening of Closed Conversations – Previously, when handling an incoming message from a Customer and an error occurred when processing the message, it resulted in a closed Conversation being reopened incorrectly (if the message came within the conversation reopen window). This has now been fixed.

Auto-linking of Customer Profiles Failing – We fixed a bug that prevented auto-linking from happening to display known Customer details when a Customer calls into Gladly.


Don't Miss Out

ACADEMY

New Reports Guide

Need help with understanding your Gladly reports? Visit the Academy and check out the new Reports Guide. This Guide is designed to help you navigate common reports, understand valuable metrics, and take actionable steps from the data. We recommend going through the entire Reports and Insights path if you're new (or sort of new) to using Gladly reports.


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


Was this article helpful?

What's Next