September Releases

September 2, 2026

Knowledge Sources: One Place to Manage Everything Gladly AI and Team Assist Knows

A new Knowledge Sources page is available directly from the main navigation, giving Admins a single destination to view and manage the knowledge that both Gladly AI and Team Assist draw from when answering Customer questions or supporting Agents.

Previously, connecting Gladly Answers and websites happened across different areas of the platform. The new page unifies this experience, making it easier to see which sources are active and identify knowledge gaps.

Smarter Conditions and Better Previews in the Workflows Editor

Three updates make Workflows easier to build and review.

Variable path warnings in ‘If’ conditions – Typing a variable path like $.builtin.customerProfile.email into an ‘If’ step’s condition field now raises a warning explaining that the condition compares against that literal text, not the value the path points to. Previously the condition would silently never match.
Compare against another variable – ‘If’ step conditions can compare against another variable instead of only a typed-in value – for example, a purchase date extracted from a receipt against the purchase date on the Customer Profile. Switch a condition's value from ‘Static’ to ‘Variable’ to choose from the same variables the left side offers, on text, number, and date conditions.
Note preview in the tester – Testing a Workflow that adds a Note shows the Note exactly as it will display on the Conversation Timeline – variables filled in and line breaks intact – so you can check the wording before the Workflow goes live. Previously the tester showed only what went into the step, not what came out. Notes added by a Workflow are also now visible on the step's card when reviewing a past Conversation.

Scope Guides to Specific Channels

Guide authors can now limit each Guide to a specific set of Channels. From the Guide editor, choose which Channels a Guide runs on using the drop-down menu next to each Guide's name. Guides left unscoped continue to run on every Channel.

Linked Guide and Section Names in the Conversation Review Panel

Guide and section names in the Inspect Summary are now clickable links. Each one opens the Guide as it was configured when the AI Agent ran it.

Signals Criteria Version History

Signal run detail shows which version of each criterion a run evaluated against, and the Conversation Review panel shows the version each verdict was graded under. Previously, a run displayed whatever the criterion looks like today, so editing a criterion could change what a finished run appeared to have measured.

Three New Exports in the API Export Tool

The API Export Tool (Support Portal) adds three new CSV exports that make it easier to audit and maintain your Gladly configuration.

Export Scheduled Reports – Download a CSV of all scheduled reports in your organization, including who created each report, what it covers, and its configuration details. Useful for Admins doing routine housekeeping or tracking down who owns a specific scheduled report.
Export People Match – Download your existing People Match configuration as a CSV for a complete snapshot of your current matching rules. Useful for auditing, documentation, or planning configuration changes.
Export Entry Points – Download your Entry Point routing setup as a CSV for a complete view of how Entry Points are configured. Useful for auditing which Agent versions are served and how traffic is routed.

Access both exports at support-tools.gladly.tools.

Reports Menu Uses ‘Gladly AI’ Instead of ‘Sidekick’

Reports that previously used "Sidekick" in the reporting menu now say "Gladly AI," completing the product naming change across the platform. This is a labeling change only – no report data, columns, filters, or API identifiers have changed.

Six report titles are updated:
- Conversation Export with Sidekick → Conversation Export with Gladly AI
- Sidekick Answer Performance Detail → Gladly AI Answer Performance Detail
- Sidekick Conversation Time Dashboard → Gladly AI Conversation Time Dashboard
- Sidekick Dashboard → Gladly AI Dashboard
- Sidekick Guides and Answers Performance Dashboard → Gladly AI Guides and Answers Performance Dashboard
- Sidekick Guides Performance Detail → Gladly AI Guides Performance Detail
No breaking changes – Same data, same filters, same columns. Saved links, bookmarks, and reporting API integrations continue to work because the underlying report identifiers are unchanged.

Please note that help center articles may still reference the former Sidekick names until those articles are updated.

Resizable Side Panel in Gladly Team

Agents can now drag the side panel that holds Answers, Team Assist, and Tasks to make it wider. The width is remembered across Sessions and devices, so Agents only need to set it once.

New and Updated App Platform Integrations: Chargebee, Fillout, ReturnGo

Three new App Platform integrations and four updates expand what Agents and Gladly AI can resolve without switching tools – from subscription billing and form submissions to order cancellations and address corrections.

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

Chargebee – View a Customer's subscriptions, payment method, invoices, and credit balances from a dedicated Card on the Customer Profile. Agents can send payment-update links, retention offers, upgrade cost previews, and upgrade checkout links, update billing or shipping addresses, and cancel subscriptions – all from the Conversation.
Fillout – An AI-only integration that lets Guides and Workflows look up a Customer's Fillout form submissions by verified email or submission ID, retrieve specific answers, and confirm the submitter's identity – no submission ID needed from the Customer. Admins can restrict which forms are readable.
ReturnGO – Surface a Customer's ReturnGO returns (RMAs) on the Customer Profile with status, items, fees, shipment tracking, refund details, and the full return timeline. Agents can approve, reject, cancel, receive, validate, and complete a return and add notes to its timeline directly from the Conversation.
ShipHero (v1.2.0) – Two new actions let Agents and Gladly AI cancel an order and update a shipping address directly in ShipHero during a Conversation. Lookup actions also now return recipient name and company on shipping and billing addresses.
Rise.ai (v1.1.0) – The Customer Profile Card now displays for Customers with a $0 wallet balance.
Gladly APIs (v1.6.0) – Two new actions: agents returns the list of Agents with ID, name, and email; update_customer patches a Customer Profile's name, image, address, emails, and phones.
appcfg CLI (v5.4.1) – Added support for private OAuth authorization_code grants.

To get started, configure an app via Settings → App Developer Tools → Apps.

Scheduled Reporting Maintenance

We will be performing a reporting infrastructure enhancement on Wednesday, September 2 at 10 PM PT.

During this time, Gladly Reporting features, including OOTB Reports and Insight Builder, will be inaccessible. The core Gladly Team platform and Gladly AI are not expected to be affected.

CSAT Survey Template for Workflows

A new Workflows starter template will make it easy to collect Customer satisfaction scores on AI-resolved Conversations – no external survey integration required.

Ready to use out of the box – The template will build a complete end-of-Conversation survey that asks the Customer to rate the help they received, follows up for an optional comment, and records both for reporting.
Accurate survey reporting – The template includes start and finish marks so reports can show how many Customers were surveyed, how many responded, and how many dropped off.
No manual assembly – Previously, teams had to build each survey step by hand. The template handles the full flow automatically.

Interested in learning more? Reach out to your Account Manager or Gladly Support.

Brand Voice Configuration for Team Assist

Admins will soon be able to configure a brand voice for Customer-facing responses generated through Team Assist. Instead of Agents manually adjusting tone and style on every draft, Team Assist will apply your brand's voice automatically – so responses sound like your company from the first suggestion. This means less editing for Agents, more consistent Customer interactions, and a faster path from AI draft to sent reply.

Self-Serve Configuration for Customer Profile Cards in Gladly Team

An additional option in Admin Settings is coming to Gladly Team in the next few weeks, giving Admins direct control over a part of the Agent experience that previously required Gladly Support assistance.

Customer Profile card management – Add, remove, and reorder the cards that appear on the Customer Profile from Settings → Agent Experience → Customer Profile.
Changes take effect instantly across all Customer Profiles and only display cards on a profile when the Customer has a value for them.

App Platform cards can also be added from this page, removing another setup that previously required Support.

Signals: Evaluate AI Session Quality at Scale

Later this month, Signals will become available to all Gladly AI customers.

Define what matters – Write evaluation criteria in plain English around the things most important to your operation: sentiment, policy adherence, Customer feedback on a new product change, or anything else you want to track.
Run at scale – Evaluate hundreds of Sessions at once and see pass/fail breakdowns, giving you continuous visibility into how your AI is performing at a scale no team could match manually.
Drill into any result – Click into any evaluation result for the full transcript and AI reasoning behind the pass/fail decision.
Monitor and uncover insights – Track AI Sessions and surface Customer insights, directly within Gladly.

Signals is included with Gladly AI at no additional charge, subject to fair use limits.

[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.

Workflow ‘Stop’ Step Routes to Guides Across AI Agents

Fixed – A Workflow Stop step that routed to a Guide in a different AI Agent could fail with "Unknown guide" error unless that AI Agent was already published and connected to a Channel. ‘Stop’ steps now route to the selected Guide as long as the Guide is active, regardless of whether its Agent has been published.

Task Audit Items Grouped Under ‘Status & Audit’ Filter

Fixed – Task audit entries are now controlled by the ‘Status & Audit’ filter instead of the ‘Tasks’ filter.

Topics Findable by Name Under Long Category Names

Fixed – A Topic could not be found by typing its name in Search if it sat under a category with a long name. Agents searching the Topic filter would see no results – or see archived Topics instead of the active one – even though the Topic existed and was active. Topics are now found by their own name regardless of the category length.

Task Pill Stays Visible When Switching to Team Assist

Fixed – The Task shortcut disappeared from a Conversation after an Agent switched to the Team Assist panel, leaving no way back to the Task they were working on. Also fixed an issue where clicking a second Task while the Answers panel was open showed the previously selected Task instead of the one clicked.

Answer URLs Clickable in Sent Emails

Fixed – Links in Answers are now clickable when sent on email. When an Agent inserts an Answer containing a URL into an email – including URLs authored in an Answer's Chat/Messaging content and URLs with fill-in values – the URL is highlighted as the Agent composes and delivered to the Customer as a clickable link.

Agent Activity Recorded on Admin Pages

Fixed – Time Agents spent on several admin pages was not recorded. These visits were missing from Agent activity history and utilization, and an Agent's status on the Agents Liveboard did not reflect that they were on the page.

User Role Summary Report Date Reflects Selection

Fixed – Changing the User Role Summary report's date range had no effect; the report always showed the last 3 months. It now returns the months you select. The report also has a new Month Complete column so it is clear when a month is still in progress and its counts are not yet final.

Guides and Answers Performance Reports No Longer Miss the Most Recent Day

Fixed – The Guides Performance Detail and Answers Performance Detail reports could omit the most recent complete day of data. The reports now refresh as each batch of data lands. Gladly AI Sessions report, which had the same issue, now refreshes hourly as well.

PRODUCT

New Reports: User Role Summary + Team Assist Feedback and Usage

Missed last week's release? Two new reports are now available for Admins looking to understand how their team is using Gladly.

Team Assist Feedback and Usage Report (Reports → Gladly AI) – See how Agents are using Team Assist and how helpful they're finding it, including thumbs-up and thumbs-down feedback and the reasons behind negative ratings.
User Role Summary Report (Reports → Agents) – A monthly breakdown of how each User's activity classified them – Support User, Task User, or Information User – so you can see how your team is using Gladly at a glance.

Learn about User Role Summary | Explore Team Assist Feedback and Usage

RESOURCE

On-Demand: Gladly AI Workflows Classroom Session

Weren't able to join us live? The Gladly AI Workflows: Build with Confidence session is now available on demand. It covers everything from core building blocks to advanced logic – including key use cases, testing and troubleshooting tips, and how Workflows fit into your broader AI setup.

Whether you're building your first Workflow or refining what's already live, this is a great way to get up to speed.

WATCH THE RECORDING

ARTICLE

Forrester: Great Postsale Experiences Multiply Value For Customers And Organizations

Great postsale experiences are a proven revenue multiplier. AI is the engine powering them, giving ecommerce CX leaders a compelling case for smarter service investment.

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.

Documentation Index

September Releases

September 2, 2026