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September 24, 2025
What’s Shipped
Features and updates released to Production
Simplified Labels in Sidekick Dashboard
We’ve updated the bottom tile of the Sidekick Dashboard to make your data easier to understand at a glance. The tile now reflects the Guide or Structured Thread that was run, rather than showing “Top Contact Reasons.”
What’s new:
Tile Title: Changed from “Top Contact Reasons” to “Guides Used.”
Description: Now clarifies that the tile displays the Guide Name or, for legacy users, the Structured Thread name.
Column Title: Updated from “Contact Reason” to “Guide” or “Thread Name.”
These updates make it simpler for Admins and Team Managers to interpret dashboard data and quickly see which Guides or Threads are being used most.
Show Order Details in Local Currency for Shopify App
A new toggle is available in your Shopify integration settings: Show Order Details in Local Currency. When enabled, support heroes will see order amounts in the currency the customer paid in, rather than your store’s default currency. This gives agents the same view as the customer, making inquiries and refunds easier to handle.
Find it under Admin → Apps → [Your Shopify Integration] → Display Options.
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New Field for Shopify Order Card
We've added a new field to the Shopify order card called “Buyer Accepts Marketing.” This field shows whether a Customer has opted in to receive marketing emails at the time of their purchase.
To enable this field, please contact Gladly Support.
Improved Customer Marketing Status on Shopify Order Card
We've updated the ‘acceptsMarketing’ field on the Shopify order card to give you more detailed and accurate information about a Customer's marketing preferences. The field now specifically reflects the marketing status for a Customer's default Shopify email address.
The values have also been updated for greater clarity:
Yes: The Customer has opted in to receive marketing.
No: The Customer has not opted in.
Unsubscribed: The Customer previously opted in but has since unsubscribed.
Pending: The Customer's marketing status is awaiting confirmation.
Invalid: The email address is invalid or the status is unknown.
This update provides a more precise view of your Customer's marketing preferences, helping you manage your communications more effectively.
What’s Coming
Coming soon to Sandbox and product news
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] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page. This is a naming update only—no changes to functionality or configuration are required.
Resolved Issues
Issues and bugs we squashed
SMS JPG Previews
Fixed – In rare cases, JPG image attachments sent via SMS did not generate a preview and could not be viewed. Previews now display reliably for inbound SMS JPGs.
Don’t Miss Out
Events, notices, and Gladly news
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..
EVENT
The AI clarity CX Leaders Need For What’s Next
AI buzz is everywhere, but what’s real, and what’s just hype? Join Liz Miller, VP & Principal Analyst at Constellation Research, and the Gladly team as they cut through the noise to spotlight the 3 AI trends set to define customer experience in 2026. You’ll leave with clear priorities, practical insights, and the confidence to plan ahead.
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.
September 17, 2025
What’s Shipped
Features and updates released to Production
Privacy Policy Setting Improvements for Chat
We’ve expanded the character limit for Chat widget Privacy Policy text from 140 to 200 characters and improved character counting to fully support international languages. This update gives organizations greater flexibility to share complete, accurate privacy policies—especially for teams operating in global markets.
Aligned Session Outcome Reporting
The Sidekick Answers Performance Detail report now uses the same Session Outcome labels as the Sidekick Guides Performance Detail report, providing a more consistent reporting experience.
Session Outcomes include:
Resolution – The Contact was successfully resolved by Sidekick and an AI message was sent.
Assist (Hand Off) – Sidekick assisted and sent an AI message, but the inquiry was handed off to an Agent to complete.
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.
Shopify Public App v3.1.1: Performance & Order Management Upgrades
We’ve released a new version of the Shopify app that delivers both speed improvements and expanded order management tools.
What’s New:
Performance upgrades: Faster, more efficient data handling with simplified structures and improved international currency support.
Expanded order management: New actions let you cancel orders, issue item-level refunds, update shipping addresses, and track background operations.
Smarter refunds: A new query provides refund recommendations to streamline Customer support.
What’s Coming
Coming soon to Sandbox and product news
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 Release Notes Schedule
In case you missed the heads up, release notes will be delivered on Wednesdays at 5pm PT instead of Thursday mornings.
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] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page. This is a naming update only—no changes to functionality or configuration are required.
Don’t Miss Out
Events, notices, and Gladly news
EVENT
The AI Reality Check CX Leaders Have Been Waiting For
AI predictions are everywhere—but which ones actually matter? Join Liz Miller, VP & Principal Analyst at Constellation Research, alongside the Gladly team as they cut through the noise. Together, they’ll narrow down hundreds of bold predictions to the 3 AI trends guaranteed to shape customer experience in 2026. Walk away with clarity, confidence, and a roadmap for what’s next.
PRODUCT
Sidekick Sales: AI-powered Conversations That Drive Revenue
We’re excited to introduce Sidekick Sales — your AI sales assistant that transforms every Customer Conversation into a revenue opportunity.
Powered by Gladly Customer AI, Sidekick goes beyond basic chatbots to deliver intelligent product guidance, handle pre-purchase questions, and recommend complementary products at the right moment. You’ll see higher conversion rates, increased average order value, and measurable revenue growth, all without adding headcount or discounting margins.
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.
September 10, 2025
What’s Shipped
Features and updates released to Production
Sidekick Sales: AI-powered Conversations That Drive Revenue
We’re excited to introduce Sidekick Sales — your AI sales assistant that transforms every Customer Conversation into a revenue opportunity.
Powered by Gladly Customer AI, Sidekick goes beyond basic chatbots to deliver intelligent product guidance, handle pre-purchase questions, and recommend complementary products at the right moment. You’ll see higher conversion rates, increased average order value, and measurable revenue growth, all without adding headcount or discounting margins.
Smarter Visibility in Sidekick Dashboard and Reporting
We’ve updated the Sidekick Dashboard to make Sidekick’s impact on billing and reporting easier to understand.
More precise labeling: Conversations where Sidekick starts helping a customer but hands off to an agent are now labeled Sidekick Assists (Hand-offs). Previously, “Assist” grouped together both hand-offs and resolutions — now you can see the difference at a glance.
Streamlined view: We’ve removed non-Sidekick tiles so the dashboard focuses only on Sidekick data. All other metrics remain available in Gladly’s other dashboards and reports.
These changes help you more accurately track Sidekick’s contributions and understand exactly how it factors into your billing and reporting.
Drive Agent Productivity with Focus Time Tracking
We’ve added Focus metrics to Insight Builder → Agent Metrics Explore, giving Admins clear visibility into how Agents use Focus Mode, helping you better understand and manage productivity.
What’s new:
Fresh metrics: Track the total time an Agent spends in Focus within your selected timeframe — available in seconds, hh:mm:ss, or d:h:m:s.
Quick start, quick wins: Jump in instantly with the new “Focus Time by Agent” Quick Start, to dive into Focus date easily.
All in one place: Get a consolidated view of Focus totals without leaving Agent Metrics Explore.
With these updates, you’ll have sharper visibility into how Agents are spending their time, helping you unlock productivity insights like never before.
Unlock Deeper Customer Insights from Ordergroove
The Ordergroove connector now gives your teams richer customer context so they can deliver faster more personal support. With this enhancement Agents can access complete shipping address details and upcoming shipment product information directly in Gladly for a more complete customer view.Available data now includes:
Customer names and full addresses
Product IDs and quantities
Pricing for upcoming deliveries
With deeper context at their fingertips, your team can anticipate customer needs, resolve issues quickly, and provide a more informed, efficient support experience..
What’s Coming
Coming soon to Sandbox and product news
New Release Notes Schedule
In case you missed the heads up, beginning this week onwards, release notes will be delivered on Wednesdays at 5pm PT instead of Thursday mornings.
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] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Resolved Issues
Issues and bugs we squashed
Proactive Greeting Close Button Visibility
Fixed – We’ve fixed a bug where the close button icon in proactive greetings was not visible when the background color was set to black. The icon will now automatically display in either white or black, ensuring clear visibility against any configured background.
Extended Timeout for Translation Requests
Fixed – We’ve increased the request timeout for Translation in the email Composer to 30 seconds. This resolves cases where outbound emails showed a ‘slow or unstable internet connection’ error message. With this fix, longer emails may instead return a clearer ‘text too long’ error message when formatting exceeds limits.
Resolved Unintended Scrolling in Composer
Fixed – We’ve fixed an issue where the Composer would unexpectedly scroll back to the top while Agents were drafting a message. With this update, the Composer will now remain stable in its position, providing a smoother and more consistent writing experience.
Don’t Miss Out
Events, notices, and Gladly news
PRODUCT
Test Sidekick Guides Before Publishing
We’ve made it easier to perfect your Guides. The Sidekick tester has been upgraded to support side-by-side testing directly within the Guide editing interface. Admins and Team Managers can now test both Active and Draft Guides before publishing, streamlining the authoring process. With a single, unified view of the Guide and its test results, it’s easier than ever to edit, refine, and optimize your Guides.
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RESOURCE
Beyond the Dashboard, How AI is Revolutionizing CX Analytics
For the first time, technology gives us the ability to move beyond simple metrics and understand the full customer story. This isn't just an upgrade. It's a new way of seeing, powered by artificial intelligence in customer experience. The breakthrough starts with teaching machines to truly listen.
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.
September 4, 2025
What’s Shipped
Features and updates released to Production
Test Sidekick Guides Before Publishing
We’ve made it easier to perfect your Guides. The Sidekick tester has been upgraded to support side-by-side testing directly within the Guide editing interface. Admins and Team Managers can now test both Active and Draft Guides before publishing, streamlining the authoring process. With a single, unified view of the Guide and its test results, it’s easier than ever to edit, refine, and optimize your Guides.
Sidekick Voice Responses Are Up to 3x Faster
Sidekick Voice just got a major performance boost! It is now faster and more responsive than other solutions on the market thanks to a major performance upgrade under the hood. This means Conversations are processed more efficiently, delivering smoother interactions and improved performance. No configuration changes are needed on your end to benefit from this upgrade.
Want to take advantage of faster Sidekick Voice before the holidays? Join the Priority List
Renamed ‘Glad App’ Dashboards to ‘Chat’
Embedded dashboards previously labeled ‘Glad App’ have been renamed to ‘Chat’ to align with the product’s new name. This update affects report labels only. There is no impact on data, functionality, or API-retrieved reports.
Updated Report Names: ‘Glad App’ is Now ‘Chat’
We’ve updated the names of several out-of-the-box reports, replacing ‘Glad App’ with ‘Chat’ to reflect the product’s new naming. These reports will now appear under the Self-Service section of the Reports category with updated titles:
Chat Answer Search (formerly Glad App Answer Search)
Chat Answer Usage (formerly Glad App Answer Usage)
Chat Contact Points (formerly Glad App Contact Points)
What’s Coming
Coming soon to Sandbox and product news
[Coming Next Week] New Release Notes Schedule
Starting next week, release notes will be delivered on Wednesdays at 5pm PT instead of Thursday mornings.
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] “Glad App” Renamed to “Chat”
To better reflect its function and improve clarity, Glad App will be renamed to Chat in the Settings page by the end of August. This is a naming update only—no changes to functionality or configuration are required.
Don’t Miss Out
Events, notices, and Gladly news
RESOURCE
Best-in-Class Voice AI, Without the Frustration
Most voice AI struggles—repeating questions and slowing customers down. Sidekick Voice responds in under 4 seconds with natural, generative answers that resolve requests quickly. See how Sidekick Voice stacks up head-to-head against the rest.
RESOURCE
Agentic AI Explained – From Response to Resolution
Instead of simply responding, today’s AI can now act: completing tasks, resolving issues, and closing the loop. Learn how Gladly's Agentic AI elevates customer service from “just talk” to “done.” Explore real-world shifts in support workflows and discover how to bring autonomous execution into your CX strategy.
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.
.svg?sv=2022-11-02&spr=https&st=2025-10-04T23%3A53%3A46Z&se=2025-10-05T00%3A18%3A46Z&sr=c&sp=r&sig=UGVE7MUzDwJClcSFLm6RQJg%2FMmVNeTf0wd2JVI0kL8M%3D)
on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.