October Releases
  • 28 Oct 2021
  • 11 Minutes To Read
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October Releases

  • PDF

26 October 2021

What's Shipped

'Users' and 'Teams' Settings Moved to the 'More Settings' Page

As part of our efforts to simplify and consolidate access to all Gladly settings and configuration options, we moved the Users (and Teams) settings to the More Settings page. You'll also notice that Teams is now a separate setting. There's no functional change, but the design of the page aligns with other More Settings options.


Compliance and Data Retention Settings

The Data Retention setting feature is in Production this week and is found on the More Settings page to support you in your continued compliance with data privacy laws and regulations. You can control how long to store Customer data, delete a Customer message (like if they accidentally send their credit card number through SMS), or even delete a Customer's Profile without needing to contact Gladly Support. Furthermore, the new Compliance Event Log feature will help you keep track of any data compliance-related activities or events.


New 'Compliance Administrator' Role

The introduction of the Data Retention features brings along a new user role called Compliance Administrator.  It's a superset of the Administrator role that allows access to the Data Retention settings with enhanced permission to delete Customer data. For example, An Administrator without the Compliance Administrator role can't access Data Retention settings. A Team Manager with the Compliance Administrator role will have access to Data Retention settings and all other settings available to Administrators.


New Metrics for Voice and Chat in Summary Liveboard

Avg. Call Time Today and Avg. Chat Time Today is replaced with Avg. Wait Time Today in the Summary Liveboard. The name puts it in line with other Channels that track Average Wait Time.


Instagram Messaging

Instagram Messaging is the newest addition to our suite of natively built-in Channels centered around Customers and is now available to everyone! To add Instagram, please create a P4 Request with Gladly support to add the Entry Point. Once added, you'll be able to complete the rest of the configuration by following these instructions. Instagram Messaging can be as an Entry Point through the UI in a few weeks.


What's Coming

Attachments for Twitter and WhatsApp

In Sandboxes this week, you can include file attachments when replying to Customers via Twitter or WhatsApp. Inbound and outbound videos will also now appear inline instead of an attachment.


Resolved Issues

Team Managers Unable to Contact Gladly Support – We resolved an issue that prevented Team Manager roles from seeing the Gladly Support Form from the Help link.

'Channel Wait Time' Report Table – When filtering the Channel Wait Time report by Inbox, the visual graph was updated to reflect the filter, but the table was not. This is now fixed.


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.


WEBINAR

Answers Best Practices

Answers is an excellent feature used to provide just-in-time information to both Agents and Customers. Join us this Thursday, 10/28, from 10:00-11:00 AM PT to learn best practices and how you can best maximize the benefits of using Answers in Conversations, Help Center, and Sidekick. To join, 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




19 October 2021

What's Shipped

Sidekick Quick Reply

Give Customers the ability to select an option — by way of buttons — in Sidekick with the new Quick Reply feature in Sidekick. So instead of replying with a string of text to a question like "How can we help you?", your Customers are shown options presented as buttons that may have text like Returns, Product Question, Sales, or Support (it's up to you) to make a selection. And through Rules, Business Hours, or People Match, they can enhance how Customers are routed in Gladly so they are more likely to be routed to the best Agent that can help them.

Once configured in Sidekick, Quick Reply buttons can be customized further using our API. It can also be paired with automation partners like Thankful and Netomi where they can automate replies and actions and hand over requests to Agents if the automation can't properly resolve an issue.


Single Sign-On Admin Setting

Configure SSO access to Gladly using your Identity Provider without needing assistance from Professional Services. In Production this week, you can activate SSO for your organization, along with setting other relevant SSO options. For most providers, all you need to do is copy the Metadata URL and paste it into the new SSO settings page. Once activated, you can add users to Gladly, so they receive an invitation to access Gladly. Once registered, they can access Gladly through your SSO provider. 

There's no action required if you're already using SSO for Gladly. You can use the SSO settings anytime to change your SSO preferences.


What's Coming

'Users' and 'Teams' Settings Moving to the 'More Settings' Page

As part of our efforts to simplify and consolidate access to all Gladly settings and configuration options, we're moving the Users (and Teams) settings to the More Settings page. In Sandboxes this week, you'll also notice that Teams is now a separate setting. There's no functional change, but the design of the page aligns with other More Settings options.


Compliance and Data Retention Settings

We know you care about the security of your Customers' personal information. So to support you in your continued compliance with privacy and data regulations, we're introducing the Data Retention feature to Sandboxes on the More Settings page. There, you can control how long Customer data is stored and provide the ability to delete Customer data when requested without needing to contact Gladly Support. Furthermore, the new Compliance Event Log feature will help you keep track of any data compliance-related activities or events.


New 'Compliance Administrator' Role

The introduction of the Data Retention features brings along a new user role called Compliance Administrator.  It's a superset of the Administrator role that allows access to the Data Retention settings with enhanced permission to delete Customer data. For example, An Administrator without the Compliance Administrator role will not be able to access Data Retention settings. A Team Manager with the Compliance Administrator role will have access to Data Retention settings and all other settings available to Administrators.


Instagram Messaging

Instagram Messaging is the newest addition to our suite of natively built-in Channels centered around Customers. Available sometime in October, you'll be able to quickly set up the integration right from the Channels settings page.


Don't Miss Out

WEBINAR

Answers Best Practices

Answers is an excellent feature used to provide just-in-time information to both Agents and Customers. Join us on Thursday, 10/28, from 10:00-11:00 AM PT to learn best practices and how you can best maximize the benefits of using Answers in Conversations, Help Center, and Sidekick. To join, send an email to kimberly@gladly.com to receive an invitation.


CONTENT

Platform Readiness for Peak Holidays

Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality.  We also regularly forecast and plan for additional load Gladly may experience during the holiday season. Please see Platform Readiness for Peak Seasons to learn how we ensure the stability and uptime of the platform during peak seasons.


ACADEMY

People Match

Have you heard of People Match? It's a feature that helps get Customers to the best Agent that can help them. And on top of our help documentation, the People Match eLearning Guide is also now available in the Academy for Administrators, which provides a visual and hands-on approach to learn how to best implement and use People Match. If you haven't already, you'll need to sign up to access all Academy content.


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




12 October 2021

What's Shipped

Platform Readiness for Peak Holidays

Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality.  We also regularly forecast and plan for additional load Gladly may experience during the holiday season. Please see Platform Readiness for Peak Seasons to learn how we ensure the stability and uptime of the platform during peak seasons.


What's Coming

Single Sign-On Admin Setting

Configure SSO access to Gladly using your Identity Provider without needing assistance from Professional Services. In Sandboxes this week, you can activate SSO for your organization, along with setting other relevant SSO options. For most providers, all you need to do is copy the Metadata URL and paste it into the new SSO settings page. Once activated, you can add users to Gladly, so they receive an invitation to access Gladly. Once registered, they can access Gladly through your SSO provider.

There's no action required if you're already using SSO for Gladly. You can use the SSO settings anytime to change your SSO preferences.


Sidekick Quick Reply

Give Customers the ability to select an option — by way of buttons — with the new Quick Reply feature in Sidekick. So instead of replying with a string of text to a question like "How can we help you?", your Customers are shown options presented as buttons that may have text like Returns, Product Question, Sales, or Support (it's up to you) to make a selection. And through Rules or People Match, it enhances how Customers are routed in Gladly so they are more likely to be routed to the Agent that can best help them.

Once configured in Sidekick, Quick Reply buttons can be customized using our API. It can also pair with automation partners like Thankful, where they can automate replies and actions, plus hand over requests to Agents if the automation can't successfully resolve an issue.


Instagram Messaging

Instagram Messaging is the newest addition to our suite of natively built-in Channels centered around Customers. Available sometime in October, you'll be able to quickly set up the integration right from the Channels settings page.


Resolved Issues

Add Check for Active Agent when Routing Mail

We're ensuring that inbound Mail on re-opened Conversations will only be routed to non-deactivated Agents. If the last Agent assigned is deactivated, we un-assign the Conversation from the Agent and attempt to find another Agent.


Don't Miss Out

WEBINAR

Answers Best Practices

Answers is an excellent feature used to provide just-in-time information to both Agents and Customers. Join us on Thursday, 10/28, from 10:00-11:00 AM PT to learn best practices and how you can best maximize the benefits of using Answers in Conversations, Help Center, and Sidekick. To join, send an email to kimberly@gladly.com to receive an invitation.


ACADEMY

People Match

Have you heard of People Match? It's a feature that helps get Customers to the best Agent that can help them. And on top of our help documentation, the People Match eLearning Guide is also now available in the Academy for Administrators, which provides a visual and hands-on approach to learn how to best implement and use People Match. If you haven't already, you'll need to sign up to access all Academy content.


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





5 October 2021

What's Shipped

Single-Sign-On Security Update

We're planning on performing an SSO library update for our SSO service's continued security and stability. This update is scheduled to occur separately once the general product updates are released for the week by Thursday (PT) morning. Although we don't expect any interruptions, we'll still have our Engineer team will closely monitor this update to ensure SSO access to Gladly is not affected. If anyone in your team experiences issues logging into Gladly via SSO during this time, please contact Gladly Support or your CSM.


New Sidekick 'Onboarding' Message Options

The Onboarding setting in Sidekick allows you to explicitly ask for a Customer's name and email address strictly used to lookup an existing Profile and any past Conversations they've had with you. If Onboarding is enabled, you can now enable/disable the option to enter the Fourth Message to acknowledge their response from the Third Message. If disabled, you can also enable/disable the option to enter a Second Message to acknowledge their response from the First Message.


'Abandoned Call' Removed as a Rule Condition

We removed "Abandoned Call" as a Channel Condition-Qualifier in Rules since abandoned calls are already handled in an automated way. Known Customers who abandon a call and have an open Contact will continue to route other Contacts as if the abandoned call didn't happen. If it's an unknown Customer and there's no open Contact, a Profile is still created along with the Conversation, but the Conversation is immediately closed.


What's Coming

Instagram Messaging

Instagram Messaging is the newest addition to our suite of natively built-in Channels centered around Customers. Available sometime in October, you'll be able to quickly set up the integration right from the Channels settings page.


Resolved Issues

Incorrect Reporting of Recently Closed Conversations – We resolved an issue where a previously closed Conversation that had been incorrectly reassigned to an Agent was reported as closed again on the same day the assigned Agent was deactivated. This also resolves the root issue that prompted Liveboards to report an increase of closed Conversation suddenly.

Warm Transfer Stuck in Connecting State – Previously, a warm transfer accepted by an Agent in another Inbox got stuck in a connecting state, and the transfer could not be completed. This has been resolved.

Agent Away Durations in Agent Summary Report – We fixed a bug that caused incorrect calculations for Agent Away and Agent Active time in the Agent Summary report.

Error Message During Call Transfer – Occasionally, transferring a call to another Agent would cause a "whoops" error to occur. This has been resolved.


Don't Miss Out


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



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