October Releases

October 21, 2026

Help Center Searches Can Initiate a Gladly Chat

When a Customer searches a Gladly Help Center, the results now lead with "Chat with us about…," and every Answer ends with "Have another question? Chat with us." Picking either one opens a Chat with the search or article context already in the Conversation, so the AI Agent – or a human Agent who takes over – does not have to ask the Customer to repeat themselves.

Fewer dead ends – A Customer who doesn't find what they need can start a Chat right from search instead of hunting for a separate Chat button.
No repeating themselves – The AI Agent already knows what the Customer searched or read and picks up the Conversation from there.
Better handoffs – If a human Agent takes over, a summary of what the Customer searched for is waiting in the Conversation Timeline.
More AI Conversations – Searches and article reads flow directly into Gladly AI, turning self-service browsing into assisted resolution.

Note: This feature requires the enhanced Gladly Chat experience. Learn more about upgrading.

Filter AI Sessions by Signals Results

AI Sessions can be filtered by Signals – so you can quickly pull up every Session where a specific criterion passed or failed. Use it to identify patterns and drill down into results without scrolling through unrelated Sessions.

Review Signals Feedback Without Leaving the Session

The Signals section of the Conversation Review panel shows each criterion's reason, run history, and the feedback left on it – all in one place. Admins and Team Managers can mark a label right or wrong, pick the correct label, and leave a note without leaving the Session. Team Managers see only their own team's feedback.

Control Whether the Note Composer Opens Automatically on Phone Calls

Admins can choose whether the Note composer opens automatically when an Agent accepts a phone call, from Settings → Agent Experience → Conversation Workflow. When turned on, Agents can start documenting the call immediately – no extra clicks to find and open the composer. Previously only Gladly could change this setting; now Admins can control it to match their team's workflow.

Smarter Rule Field Suggestions for App Platform Actions

Rule field suggestions draw from an action's 30 most recent successful runs instead of only the latest run. Fields that appear in some responses but not others – like shipping details on shipped orders – are now suggested too. If none of those runs succeeded, suggestions show only the built-in fields.

New and Updated App Platform Integrations: Magento, Loop Returns, Skio, and ChannelReply

One major update and three improvements bring order management actions, return visibility, subscription tools, and a redesigned marketplace order Card into Gladly.

Set up from Apps → Create Configuration, no developer support required.

Magento (v1.6.1) – Agents and Gladly AI can now cancel, hold, and release orders, resend confirmation emails, add order comments, and send password reset emails – all from the Conversation.
Loop Returns (v1.7.0) – The redesigned Card highlights the return that needs attention first. Exchanges now work for stores with non-numeric product IDs, and a Customer's newest return is no longer missed.
Skio (v5.2.0) – Gladly AI can now see a subscription's discounts and add a product to the next order only.
ChannelReply (v1.1.0) – The order Card is redesigned to show a Customer's five most recent marketplace orders, collapsed with key details and line-item SKUs.

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

Agentic Commerce works best with the Enhanced Gladly Chat Experience. 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 – 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.

Avoid Duplicate Work with Customer Profile Viewer Awareness

Agents will be able to see which other Agents are on the same Customer Profile, so they can avoid sending duplicate replies or stepping on each other's notes.

A pill on the Customer Profile shows the other Agent's avatar, name, and how long they have been there. When two or more are present, stacked avatars and a count appear instead, with a hover list showing each Agent's name, activity – viewing, composing a reply, or adding a note – and duration. The indicator is awareness only; it does not lock the profile or prevent any action.

Stay tuned for more details!

[Early Access] Shopify Product Search for Gladly AI

AI can search your Shopify catalog 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.

Enhanced Chat Improvements

Several fixes improve the Chat configuration experience.

Fixed – Admins editing a Chat are now warned before navigating away or closing the tab with unsaved changes, instead of only when clicking Cancel.
Fixed – A message the Chat backend rejects now shows "Message failed to send" with a Retry link instead of appearing as delivered.
Fixed – Direct links to a Chat configuration's editor in Admin now open the editor reliably instead of sometimes redirecting to the Chat list.

Large App Platform Query Results No Longer Block Custom Actions

Fixed – An App Platform app with very large query results could stop all of an organization's custom actions from loading. Actions with larger generated queries now load and run normally.

Workflow Steps on Email No Longer Fail on Slow AI Responses

Fixed – Workflow ‘Ask’ and ‘Extract’ steps on the Email Channel no longer fail when the AI model is slow to respond. When the first request takes too long or fails, a second request starts automatically, so the Workflow keeps going and reaches its handoff step instead of ending with "Workflow could not be completed."

Missing Entries When Paging Through the AI Agent Changelog

Fixed – A Gladly AI Changelog entry could be missing when paging through the Changelog, if it was saved at the same moment as another change.

AI Agent No Longer Transfers with "Unexpected Error" After Button Messages

Fixed – An AI Agent could transfer a Customer with "Unexpected Error" right after asking a question with buttons, when its message was long. The Customer now stays in the Conversation and can tap a button to continue.

Workflow "Go To" Step No Longer Routes to AI Agent Test Profiles

Fixed – A Workflow "Go to" step pointed at a test profile could move a Customer's Conversation into that profile. Those Conversations now transfer to a human Agent instead.

IVR Callers Hear a Greeting When Returned to a Voice AI Node

Fixed – Callers getting no greeting when an IVR sends them back to an AI Voice node on the same call after a handoff.

Insight Builder Shared Dashboards Visible Again on the Reports Page

Fixed – Insight Builder dashboards saved to an organization's shared folder appear under ‘Shared’ on the Reports page again for organizations that were missing them.

Users with Custom Roles Can Now Load Users and Teams Pages

Fixed – Users whose roles granted ‘View Users’ or ‘Manage Teams’ through a custom role could not load the Users and Teams pages in Settings → People. Previously these pages only loaded for users who also held a built-in Administrator, Compliance Administrator, or Team Manager role.

"New Items" Banner in Conversation Timeline Now Accurate

Fixed – The "New items" banner in the Conversation Timeline now only appears for activity an Agent has not seen yet, including Tasks.

Recently Closed Tasks No Longer Stuck as ‘Open’ in Search

Fixed – A Task closed shortly after it was created could keep showing as open in search, and its due notification could be skipped, when the Agent's computer clock was ahead of the server.

Agents Can Now Edit Tasks on Customer Profiles with No Conversation

Fixed – Agents can now edit a Task on a Customer Profile that has no Conversation, for example one created through the public Tasks API.

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.

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 →

RESOURCE

On Demand: Signals Classroom Session

If you weren’t able to join us live, our most recent Classroom Session, Signals – Measure AI Quality at Scale is now available on demand. Catch up on all that’s possible with this powerful feature, from building your first Signal to scheduling ongoing runs and reviewing results.

Watch now

ARTICLE

The Customer Conversations AI is Making Possible

By lowering the cost of high-touch service, modern AI allows brands to offer every shopper the proactive, personalized assistance that was once reserved strictly for luxury retail.

PRODUCT

The Enhanced Gladly Chat Experience

Gladly Chat has a new, more flexible experience. It works on its own, and it's what powers the upcoming Agentic Commerce.

What's new

New option: Use the familiar compact Chat widget (Basic), or a persistent Chat bar (Enhanced) that stays visible as shoppers browse. Switch anytime in Settings → Chat, or A/B test the two side by side.
Chat bar helps you engage more shoppers and drive more of the outcomes that matter to you– resolutions and revenue

What to expect when you move

Quick Actions are replaced by personalized answers: Static Quick Action buttons are retired, and Gladly AI responds to each shopper directly.
Gladly AI covers Chat 24/7: Gladly AI now answers outside business hours. Choose whether unresolved Chats convert to Email for follow-up or close automatically.
Chat onboarding moves to Workflow Triggers: Set up what shoppers are asked before they reach a human Agent with more flexibility than before.
Business Hours has its own setting: It's now managed in Settings → Business Hours, which adds holiday scheduling.

Your existing Answers and Audiences keep working as context. Contact your account team to plan your move.

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.

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.

October 14, 2026

Several updates make the AI Sessions page faster to work with.

Volume chart expanded by default – The Volume Over Time chart is now open when the page loads, so filtered trends are visible immediately. If you collapse it, the page remembers that choice in your browser.
Step through Sessions without going back – Sessions opened from the page now show Previous and Next buttons with your place in the list (for example, "2 of 50").

Signals: Simpler Criteria Picking and Auto-Saving Reviews

Two updates streamline how you set up and review Signals runs.

Cleaner criteria selection – Picked criteria appear as cards with an info icon for details. The criteria list opens automatically when none are picked, closes after each selection, and re-opens with Add Criteria.
Reviews save as you go – Signals reviews in the Session review panel save automatically with no Save button. You cannot leave a result until your latest edit is saved. If a save fails, click "Try again" to retry or "Discard" to return to your saved review.

View Action Logs Directly from the Conversation Review Panel

When reviewing a Conversation, a Workflow's ‘Use’ step now has a ‘View Logs’ link in its expanded details. It opens the run log for the Action the step called, so you can see why a Workflow failed or was blocked without leaving the review.

Workflow Editor Recovers Unsaved Edits

The Workflow editor keeps your unsaved edits in your browser. If you reload the page, close the tab, or get signed out before saving, reopening the Workflow offers to restore them.

Single Sign-On Users Now Land on the Page They Requested

Single sign-on users who open a Gladly Admin link while signed out now land on that page after signing in, instead of being redirected to the home page.

Improved Email Reply Matching Across All Organizations

Gladly now handles Email replies more reliably when the recipient's email provider does not return the standard headers that connect a reply to the original Conversation. This improvement is now active for all organizations by default, so replies that would have created a new Conversation are correctly matched to the existing one.

Deselect All in the Conversation Timeline Filter

Agents can now clear every item type in the Conversation Timeline filter with one click using Deselect All, then check only the types they want to see. Once a filter is applied, the button becomes Reset, which brings back every type.

Reports Will Return Up to 12 Months of Data

Beginning October 14, 2026:

Reports generated over API, Insight Builder or Gladly UI will only allow for retrieval of data limited to 12 months from the date of the request onwards.
Reports generated via APIs that don’t require a startAt or endAt date will default to 12 months of data if no startAt or endAt is provided vs all time.

Note that the following are unaffected:

GET file conversation exports – if you need a historical all-time export, our Support team can still get that for you.
Conversation search in Gladly.
Other APIs, such as GET Conversation API, GET Media Recording API.

Should you require support in getting historical reporting > 14 months ago, please contact Gladly Support and we can assist you.

New Insight Builder Dataset: IVR Events

Insight Builder includes an IVR Events dataset for reporting on individual IVR events – start, menu, message, dial, SMS, and end – by IVR, node, version, input type, and Session. Starter queries are available for end states, incoming calls by phone number, calls by hour of day (after-hours volume), SMS nodes reached, and an IVR Events Log listing every event in the past 24 hours.

Conversations API: Improved Handling of Merged Conversations

Instead of returning 404 Not Found for a Conversation that was merged, the API now returns more useful responses.

GET /api/v1/conversations/:conversationId returns 301 Moved Permanently with a Location header pointing to the destination Conversation, so clients that follow redirects resolve it transparently.
PATCH returns 410 Gone.

Both carry the destination Conversation ID in the JSON payload.

New and Updated App Platform Integrations: Bubblehouse, ShipStation, Magento, Skio, and Redo

Two new integrations and three updates bring loyalty, shipping, order management, and subscription improvements into Gladly.

Set up from Apps → Create Configuration, no developer support required.

Bubblehouse (v1.0.0) – New loyalty integration that shows points, tier, rewards, and referrals on the Customer Profile. Agents can adjust points, redeem rewards, and update birthday and opt-in, with optional Admin-set limits on point adjustments.
ShipStation (v1.0.0) – New read-only integration that looks up ShipStation orders by order number and Customer email, with labels and fulfillments, and an optional Customer Profile Card showing shipment details.
Magento (v1.5.2) – Adds an order Card with Customer details, recent orders, line items with selections (e.g., "Color: Gray, Size: M"), and shipment tracking links. Each order now displays in its own currency instead of the store's base currency.
Skio (v5.1.1) – Adds a loyalty credits Card (balance, tier, and recent activity) with an Admin-capped Adjust Credits action. The subscriptions Card is redesigned so active subscriptions lead with product image, status, next bill date, price, and churn risk, with inactive ones grouped separately.
Redo (v1.0.1) – The Return Portal URL error and setup hint now show the exact required format.

The way WhatsApp phone numbers are registered in Gladly is changing. Meta is retiring the older Embedded Signup flow on October 15, 2026, and replacing it with a newer flow that adds a verification step. Here is what that means for your team.

What's changing – After October 15, every registration of a Gladly-supplied phone number will use Meta's newer signup flow (v4), which requires a one-time verification code during setup. Additionally, Admins will no longer be able to set a custom display name during registration – Meta will automatically use the display name associated with your WhatsApp Business Account (WABA).
Why it matters – The verification code is sent by SMS to the number being registered, not to the Admin running the setup. Gladly Support needs to retrieve the code in real time and relay it while the Admin waits, as the code expires in 60 seconds.
What to do – If your organization has not yet registered a WhatsApp number or plans to add one, reach out to your account team to schedule the registration with Support present.
Who is not affected – Admins registering their own phone number will continue to receive the code themselves. No change is needed.