October Releases

October 7, 2026

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.

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.

[Action Needed] WhatsApp Registration Moving to Assisted Signup on October 15

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.

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. Comments hidden or deleted on Facebook are marked so Agents know not to reply. 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.

Admins Can Authorize OAuth Connections for App Platform Apps

Fixed – Admins can now authorize, reopen, and re-authorize OAuth connections for configured apps from the App settings page. Previously only users with the API User role could do this, and Admins without it saw a "page not found" error when they clicked Authorize.

Voice AI No Longer Replies After Ending a Session

Fixed – Speech that arrives after Voice AI has ended a Session is still saved to the Conversation but no longer triggers a response from the AI.

Voice AI Transfers No Longer Misrouted to the Closed Branch

Fixed – Some Voice AI calls that should have been transferred to an Agent were instead sent down the Voice AI node's closed branch, which usually played a goodbye message. This happened when the AI handed off without speaking a transfer message.

Chat URL Field No Longer Shows a Premature Error

Fixed – When adding a Chat display rule exception or page in Admin settings, the URL field no longer shows a "URL is required" error before you have filled it in. The error now appears only if you leave the field empty.

"Transfer to Human" in Guides Now Honors the Selected Inbox

Fixed – A Workflow's "Transfer to human" step ignored its selected Inbox when the Workflow ran inside a Guide section. Those Conversations went to the Entry Point's default inbox. They now go to the Inbox specified within the Workflow, unless a Gladly routing rule sends them elsewhere.

Web Chats No Longer Closed While the Customer Is Still Active

Fixed – A Customer can end up with more than one Chat window connected at once – for example, after opening Chat in a new tab, an incognito window, etc. Previously, when one window disconnected, the entire Chat could close even when the Customer was still active. Now a Chat is only closed as abandoned once every connected window has disconnected and the rejoin window has passed.

AI Agent No Longer Transfers on the Final Workflow Answer

Fixed – An AI Agent collecting details over several messages could transfer a Customer to a human Agent prematurely. AI now reads each reply before deciding whether to keep asking, so a Customer who answers the final question completes the step instead of being transferred unnecessarily.

Conversation Review Panel Shows Action Success

Fixed – In the Conversation Review panel, a Workflow ‘Use’ step's expanded details now record whether the Action itself succeeded or failed and which Action ran, in addition to the step's own outcome.

Changelog No Longer Shows "Summary Unavailable" for Large AI Agent Profiles

Fixed – Changelog and Agent Versions pages could show "Summary unavailable" for Guide and Workflow changes on large AI Agent profiles. Change summaries now have more time to generate in the background, so profiles with many Guides or components are less likely to end up with a blank summary.

AI Sessions Page Improvements

Several fixes improve filtering and labeling on the AI Sessions page.

• Fixed – Picking Pass or Fail when filtering for quality checks now narrows the quality check list to only the checks with that result. Previously, every check stayed listed and ticked even when it had no matching Sessions.

• Fixed – Picking both Overall QC Pass and Fail could leave out quality checks that had only passed. Every quality check with a result in range now gets the overall result you pick.

• Fixed – Sessions with no value now use plain language descriptions. For example, the Agent profile filter shows "No agent profile" instead of "(unset)."

• Fixed – With one component type selected, the options under other component types disappeared. They now show how many Sessions each option matches.

EVENT

Last Chance to Register for the Gladly Product Roadmap Webinar

Join us tomorrow, October 8 at 11:00 AM PDT for a live walkthrough of what's live, what's in early access, and where the Gladly platform is headed next. Whether you attended last time or this is your first look, you'll leave with a clear picture of what your team can use today and what's coming.

REGISTER

EVENT

Classroom Session: Gladly AI Signals – Measure What Matters

Ready to see how your AI is really performing?! Join us on October 14 for a Classroom Session covering everything from building your first Signal to scheduling ongoing runs and reviewing results.

Whether you're just getting started with Signals or refining the ones you've already built, this is your chance to dig in with our team, explore real use cases, and walk away ready to measure AI quality at scale.

REGISTER

RESOURCE

See Signals at Work

Want to see Signals in action? This video walks through how to define evaluation criteria, run them against your AI Sessions, and drill into results – so you can start monitoring AI performance at scale.

WATCH ON DEMAND

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.