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October 22, 2025
AWS Service Disruption – Resolved
Earlier this week, an AWS incident temporarily impacted portions of the Gladly platform. As of Monday, October 20 at 2:48 PM PT, AWS fully restored their core services, and all Gladly systems have since returned to normal operation.
Core platform access: Fully restored
Phone, chat, and messaging: Fully restored
Analytics and reporting: Brief delays were observed but have since cleared
Our engineering team worked closely with AWS during the incident and implemented additional measures to ensure ongoing stability. We continue to monitor all systems to maintain reliable performance.
We appreciate your patience and understanding during this event. If you experience any lingering issues or have questions, please don’t hesitate to reach out to our Support team. For ongoing updates, you can also visit our Gladly Status Page.
Manage Instagram Comments Directly in Gladly
You’re now able to view and reply to Instagram comments directly from the Conversation Timeline, making it easier to manage social engagement alongside your other channels. The Instagram comments Channel now appears as a selectable value in the Channel filter across relevant out-of-the-box dashboards and reports once enabled.
Why it matters:
This update helps you streamline social support and respond to Customers faster without leaving Gladly.
Social Comments extends Gladly’s mission of radically efficient and radically personal service to social media. It turns everyday social Conversations into opportunities for connection – helping brands engage authentically, respond faster, and maintain a trusted voice across every Channel.
To get started, head to Channels → Instagram → Settings → Handle Instagram comments in the Conversation Timeline. Learn more about configuring Instagram comments.
Apply Topics in Sidekick Guides
Admins and Team Managers can now apply existing Topics directly within a Sidekick Guide. This allows teams to gain visibility into Customer contact reasons and trigger automation workflows—like routing to an Inbox—for Conversations handled by Sidekick.
Error Warning When Adding Duplicate Email Domains
An error warning will display when attempting to add an email domain that has already been registered.
[Coming Soon] A Better Answer Guide Experience is on the Way
Over the next few weeks, we’ll be upgrading your Sidekick Answers Guide to the new and improved Questions and Recommendations Guide. This enhanced Guide offers the same functionality you’re familiar with—just smarter and more impactful.
With this new Guide, you’ll also have the option to point Sidekick to specific websites helping it pull information directly from your trusted sources. This empowers Sidekick to answer an even broader range of Customer questions and provide more precise recommendations. Learn how to configure websites here.
No action is needed on your end, and there’s no loss of functionality—only a smoother experience designed to help Sidekick deliver even better responses.
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.
Conversation Export — now enhanced with six new Sidekick fields for deeper insight
Correct Channel Icon Display for Handoff Summaries
Fixed – Resolved an issue where the incorrect Channel icon was shown alongside the handoff summary in instances where Sidekick handed the Conversation off to an Agent.
Push Notifications for Attachment-Only Messages
Fixed – Resolved an issue where mobile push notifications were not sent when an Agent’s message included only an attachment and no text. A default notification message is now sent in these cases.
EVENT
The Holiday Rush is Coming Fast–Are You Ready?
Join us on November 5th at 11am PT for a 2025 Holiday Readiness Blueprint Classroom and learn the quick optimization wins that will help your team deliver exceptional service during peak season.
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.
PRODUCT
Unlock Greater Team Flexibility with Custom Roles
In case you missed it, we recently introduced Custom Roles to help seamlessly manage complex team structures. This new feature allows you to assign and create roles with exactly the right mix of permissions that fit the unique needs of your organization.
In addition to the standard roles (Agent, Agent Plus, Team Manager), you can now mix and match permissions to tailor access precisely to how your team works.
Benefits include:
Stronger security: Give external teams only the access they need - nothing more.
More control: Adapt permissions to specific workflows or locations.
Better efficiency: No more over-privileged roles or workarounds.
Why it matters:
Every team operates differently, and rigid permission models can slow things down. Custom Roles let you give the right people the right access — keeping data secure, workflows efficient, and teams empowered to do their best work without unnecessary roadblocks.
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.
October 15, 2025
Suggested Answers Now Available On Email Channel
Suggested Answers, a feature within Journeys that helps you identify gaps in your knowledge base and strengthen Sidekick’s performance, is now available for Email Conversations, in addition to Chat and SMS. With this update, Sidekick learns from agent responses across all digital channels, continuously improving so your knowledge base stays complete, accurate, and up to date.
How to use it:
Review recommended additions to your Public Answers repository by navigating to the Answers Performance page. Click into the Answers that Sidekick has leveraged and look for 
— this indicates that Sidekick has generated new content suggestions for you to implement.
Why it matters:
This means you can spot and fill content gaps across every major channel, ensuring Sidekick has the information it needs to resolve more inquiries automatically without adding extra work for your agents.
Unlock Greater Team Flexibility with Custom Roles
Seamlessly manage complex team structures with Custom Roles. This new feature allows you to assign and create roles with exactly the right mix of permissions that fit the unique needs of your organization.
In addition to the standard roles (Agent, Agent Plus, Team Manager), you can now mix and match permissions to tailor access precisely to how your team works.
Benefits include:
Stronger security: Give external teams only the access they need - nothing more.
More control: Adapt permissions to specific workflows or locations.
Better efficiency: No more over-privileged roles or workarounds.
Why it matters:
Every team operates differently, and rigid permission models can slow things down. Custom Roles let you give the right people the right access — keeping data secure, workflows efficient, and teams empowered to do their best work without unnecessary roadblocks.
New Ordergroove App on the App Platform
A new Ordergroove App is now available on the App Platform. Sidekick can now access real-time subscription data to automatically resolve common inquiries such as updating, skipping, or canceling a subscription without Agent involvement.
Teams can also use up-to-date subscription data to intelligently route customers to the right agents, ensuring faster and more personalized support when human help is needed.
With the Ordergroove integration, Sidekick can:
View subscription details: Status, products, frequency, and next delivery date.
Cancel subscriptions: Capture reason codes for better reporting.
Reactivate subscriptions: Restart a canceled plan with new delivery timing.
Skip a delivery: Let Customers skip their next order while keeping their subscription active.
Why it matters:
This integration empowers Sidekick to resolve more subscription requests automatically, reducing manual work and giving Agents more time for high-impact conversations.
[Coming Soon] Instagram Comments
Soon, you’ll be able to view and reply to Instagram comments directly in Gladly, making it easier to manage social engagement alongside your other channels.
What to expect:
Instagram comments will appear as part of the customer’s timeline, giving your team full visibility into every touchpoint in one place.
Why it matters:
This update helps you streamline social support and respond to customers faster without leaving Gladly.
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.
Conversation Export — now enhanced with six new Sidekick fields for deeper insight
Language Filter Now Visible in Answers Panel
Fixed – Resolved an issue where the language filter was not appearing when Agents tried to access the Answers Panel from the Conversation Timeline. The filter now appears as expected.
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.
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.
October 8, 2025
“Glad App” Renamed to “Chat”
We’ve renamed “Glad App” to “Chat.” You’ll see this new name reflected across the product interface and in our help documentation. The functionality remains the same—only the name has changed for improved clarity and consistency.
More Precise Timestamps in Sidekick Conversations Page
On the Sidekick Conversations page, relative timestamps (e.g., “5 minutes ago”) have been replaced with exact timestamps that include the full date and time, down to the second. This provides greater accuracy when reviewing and auditing Sidekick interactions.
Improved Sidekick Quality Check Algorithms
We’ve enhanced the algorithms that power Sidekick’s quality check behind the scenes. These updates help Sidekick more accurately determine which responses pass the quality check and are ready to send to Customers. Admins can view these insights directly within the Conversation Review.
Improved Visibility into Sidekick Voice Conversations
The Sidekick Conversations page now includes message records showing when Sidekick is gathering information or composing a reply (for example, “Checking on your order status”). Previously visible only in the Voice transcript, these entries now appear in the Conversations view—providing clearer visibility into the full flow of Voice interactions.
[Coming Soon] Custom Roles
Soon, managing access will be a whole lot more flexible. With Custom Roles, you'll be able to create roles that fit the unique needs of your organization.
Instead of choosing between "Agent," "Agent Plus," or "Team Manager," Admins will be able to combine key permissions to build roles that work for your team, whether that's for contractors, specialists, or location-based groups.
Here's what that means for you:
Better security: give contractors or BPO teams exactly the access they need, nothing more
More control: tailor roles to how your teams actually work
Greater efficiency: no more workarounds or over-privileging to get the access right
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.
Conversation Export — now enhanced with six new Sidekick fields for deeper insight
New Sub-processor for Enhanced Voice AI Performance
OpenRouter provides unified access to high speed AI inference providers allowing us to accelerate the processing of Large Language Models (LLMs) and other machine learning workloads. We use OpenRouter as a sub-processor to enable faster and more efficient execution of AI models in our Sidekick Voice service.
‘Copy Link to Section’ Button Generated Incorrect Link
Fixed – ‘Copy Link to Section’ button in Sidekick Guides now reliably copies the accurate section URL when clicked.
EVENT
Lead the Next Era of CX
While others are still retrofitting their CX for AI, the brands built for this moment are already winning. Hear how they’re doing it, and what it means for your team, at Gladly Connect Live 2026, happening May 4–6 in Atlanta, GA.
RESOURCE
Beyond the Price Tag: A Smarter Way to Evaluate Voice AI
A $2,000 monthly plan doesn’t mean a $2,000 total cost. Use this TCO framework to assess every factor that impacts value—from customer experience quality to system complexity—and choose a voice AI solution built to last.
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
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
October 1, 2025
Simpler Transfer Controls for Sidekick
We've streamlined the "When to Get More Help" tile to three default transfer options. Sidekick will continue to use Implicit Transfer Reasons — automatically handing off Conversations based on signals like customer frustration or repeated requests for help.
We’ve also allowed for more control by making defaults fully editable and removable for more flexibility.
More Control Over How Sidekick Speaks
You can now customize advice in the "How to Speak to Customers" tile at the Guide level and by Channel—giving you more precise control over Sidekick’s behavior.
What's new:
Guide-level customization: Apply advice to one Guide or multiple Guides
Channel-specific guidance: Tailor how Sidekick speaks differently across Chat, Email, Voice, and SMS.
Note: All existing advice will continue to apply as it does today, with no changes required.
Smarter Sidekick Re-Engagement Behavior to Prevent Interruptions
We’ve refined the way Sidekick re-engages with open Conversations to help reduce potential interruptions for Agents. Now, once Sidekick hands off a Conversation to an Agent, it won't re-engage if the Customer replies within the Conversation Re-Open Window—keeping Agents in control of active conversations.
Clearer Insight Into Sidekick Decisions with Conversation Review Updates
We’ve enhanced the Conversation Review experience within Sidekick Conversations, making it easier to understand why Sidekick responded in a particular way or handed a Conversation off to an Agent. These updates provide better visibility into what modifications can be made to your Guides to improve performance moving forward.
New Rule Condition: Wait Time
You can now create Rules based on "Estimated Remaining Wait Time" to take action when Customers are waiting longer than usual.
What's new:
Wait time Rule condition: Trigger actions when estimated wait time exceeds your threshold.
Two new Answers variables: Display "Estimated Wait Time" or "Estimated Remaining Wait Time" in auto-replies to keep Customers informed.
See our Common Rules Library for examples of Rules that:
Display estimated wait times to the Customers.
Route Conversations with long wait times to escalation inboxes.
Apply Topics for better visibility and reporting.
[Available in UAT/Sandbox] New Ordergroove Actions & Updated Authentication
We’ve added two new actions to the Ordergroove Subscription card: Cancel Subscription and Skip Subscription. These actions are available only if your App uses the new API key authentication method.
This week, the new actions and API key authentication are available exclusively in Sandbox/UAT environments. Customers with Sandbox access are encouraged to test these updates before they are rolled out to production.
Previously, Ordergroove’s APIs were authenticated using an HMAC signature sent in the header. Going forward, Gladly will connect using API key authentication, simplifying integration and access.
Read more about the new API key authentication
Sidekick Assist 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.
Conversation Export — now enhanced with six new Sidekick fields for deeper insight
New Sub-processor for Enhanced Voice AI Performance
OpenRouter provides unified access to high speed AI inference providers allowing us to accelerate the processing of Large Language Models (LLMs) and other machine learning workloads. We use OpenRouter as a sub-processor to enable faster and more efficient execution of AI models in our Sidekick Voice service.
[Coming Soon] “Chat” Renamed to “Chat”
To better reflect its function and improve clarity, Chat will be renamed to Chat in the Settings page. This is a naming update only—no changes to functionality or configuration are required.
PRODUCT
Build Gladly Apps Faster with AI Context
We’ve released the App Platform AI Context Document — a new resource designed to help AI coding assistants (like ChatGPT, Claude, or Cursor) understand how to build Gladly apps. By pasting the document into your favorite AI tool (or accessing it directly via the appcfg CLI), you can get tailored guidance for creating or extending apps faster and more effectively. Think of it as giving your AI coding partner insider knowledge of the Gladly platform.
Here’s how to use it:
Click on this link.
Paste it into your favorite AI tool.
Ask it to help you build or extend your Gladly app.
This resource is also available directly from our appcfg CLI tool:
appcfg ai context→ Fetch and display the latest AI Context Document.appcfg ai commands→ See all available AI commands and their descriptions.
EVENT
It’s Back: Gladly Connect Live 2026
Gladly Connect Live 2026 lands in Atlanta, May 4–6. Join top brands and CX leaders to explore the AI-powered strategies redefining customer service. Expect bold ideas, deep connections, and the inspiration to shape what’s next.
RESOURCE
The The AI Tipping Point CX Isn’t Talking About
AI is everywhere in CX, but what’s lurking under the surface? Bad customer experiences are often baked into the very models we trust. Uncover the hard truths many are glossing over—and what you must do to make AI work for your customers, not against them.
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
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.