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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 Knowledge Base 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.
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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..
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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.
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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.
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