--- title: "September Releases" slug: "september-2026-releases" updated: 2026-09-11T17:58:57Z published: 2026-09-11T17:58:57Z canonical: "help.gladly.com/september-2026-releases" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # September Releases ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/image(119).png) ## September 9, 2026 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Shipped Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Brand Voice Configuration for Team Assist** Admins can [configure a brand voice](https://help.gladly.com/docs/setting-up-team-assist#set-up-brand-voice) for Customer-facing responses generated through Team Assist. Instead of Agents manually adjusting tone and style on every draft, Team Assist applies your brand's voice automatically – so responses sound like your company from the first suggestion. Less editing for Agents, more consistent Customer interactions, and a faster path from AI draft to sent reply. Go to Settings → Team Assist → Set up brand voice to get started. **Built-In CSAT Survey Template for Workflows** A new [Workflow template](/product-docs/docs/workflow-templates) makes 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 builds 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 getting started? Reach out to your Account Manager or Gladly Support. **Conversation Review Panel: Idle Workflow Steps, Action Run Links, and Readable Knowledge Cards** Three updates make it easier to review what happened during an AI Session. - Idle-triggered Workflow steps – Steps from a Workflow that runs after a Customer goes quiet – for example, in the case of a satisfaction survey – now appear in the Inspect Summary. Previously only the part that ran after the Customer replied was visible, so the Workflow looked like it started partway through. - Action run log links – A Gladly Action that an AI Agent called now links straight to that Action's run log, making it easier to debug. - Knowledge searches as readable cards – Knowledge searches now show the Answers and website results they returned as readable cards instead of raw data, so it is clear what the AI Agent actually drew on. **Keyboard Accessibility for Admin Modals** Admin modals across all Gladly Team Admin pages now close on Escape, keep keyboard focus inside the modal while open, and return focus to the control that opened them. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Analyst release tag(1).png)** **Task Topics Available in Insight Builder** Task Metrics in Insight Builder now include Topics, Topics with Hierarchy, and Freeform Topics, matching the Topic reporting already available for Conversations, along with counts of how many were added, removed, and are currently applied. Freeform Topics on Tasks will populate as Agents begin applying Task attributes. **Team Assist Agent Usage Report** A new report shows how each Agent is using Team Assist, broken down by date – viewable daily, weekly, monthly, or quarterly – and by whether the Agent was actively handling a contact at the time versus ad-hoc use such as looking something up on a Customer Profile. For each Agent, the report tracks: - Team Assist Customers – Distinct Customers the Agent used Team Assist on - Total Team Assist Questions – Questions the Agent asked Team Assist (auto-generated follow-ups excluded) - Suggested Replies – Customer-facing replies Team Assist drafted for the Agent - Informational Responses – Answers Team Assist wrote back to the Agent - Proposed Actions – External actions Team Assist proposed for the Agent to approve - Errors – Team Assist responses that failed Every response is attributed to the Agent who asked, and a companion Usage Over Time view trends Customers and questions across the selected period. Available as an on-screen dashboard and CSV export. Access via Reports → Agents → Team Assist Agent Usage. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **Add Topics and Custom Attributes to Tasks** Agents can add and remove Topics and custom attributes on a Task directly from the Conversation Timeline. Every change is recorded in the Conversation history for a clear audit trail. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **New and Updated App Platform Integrations: AfterShip, Chargebee, and Purple Dot** Two new integrations and one update bring shipment tracking, returns, warranty claims, pre-order management, and subscription billing improvements into Gladly. Set up from [Apps](/product-docs/docs/gladly-apps) → Create Configuration, no developer support required. - [AfterShip](/product-docs/docs/aftership-on-app-platform-overview) (v2.0.0) – A rebuilt integration on AfterShip's public APIs, any merchant can now set it up with their own API key. Four Profile Cards – Shipments (carrier status, checkpoints, delivery ETA), Returns (approval state, label links), Warranty Claims (resolution progress), and Orders (line items, financials). Ten compose-menu actions – Approve, reject, and resolve returns; generate prepaid labels; approve and reject warranty claims; predict delivery dates; restart stalled tracking; and more. Safety switches – Money-moving actions (return rejection, claim rejection, claim processing) are off by default until an Admin turns them on. - [Purple Dot](/product-docs/docs/purple-dot-on-app-platform-overview) – View a Customer's pre-orders on the Customer Profile with status, line items, expected ship dates, shipping address, order totals, and refund history. Agents can issue refunds against exported Shopify orders and share a self-service management link so Customers can change or cancel their own pre-orders. - [Chargebee](/product-docs/docs/chargebee-on-app-platform-overview) (v1.1.0) – Agents can now choose whether a subscription cancellation takes effect immediately or at the end of the paid term (end-of-term remains the default). The Profile Card now shows which outcome actually occurred and displays trial cancellations. To get started, configure an app via Settings → App Developer Tools → Apps. **Custom Actions Can Read Contact ID and Chat Onboarding Email** Two new system variables give Custom Actions direct access to data that previously required a workaround. - `$contactId` – The ID of the current contact, available to any Custom Action without an extra lookup. - `$chatOnboardingEmail` – The email the Customer entered in the chat onboarding form. Only present when the form collected one – for a Customer identified another way, such as by phone, the variable is left out of the action call rather than sent as an empty value. Previously these values were only available to Workflows, at times requiring that extra Custom Actions were built to look up information Gladly already had. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **Self-Serve Configuration for Customer Profile Cards in Gladly Team, Now Available in UAT** 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](https://help.gladly.com/docs/what-is-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](https://help.gladly.com/docs/shopify-product-search-overview) 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. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **Copied Guides Route to the Correct Sections** Fixed – Copying a Guide to another AI Agent profile could leave a section's Workflow rules pointing at the original profile's sections instead of the copy's, so the copied Guide's routing did not work. **‘Stop’ Step Target Stays Visible While Editing** Fixed – When editing a ‘Stop’ step's "Go to Agent/Guide" target in the Workflow editor, the currently configured Guide or Agent now stays visible while you search for a replacement, and the menu opens on that option. **Idle and Before-Handoff Workflows No Longer Overwrite Each Other** Fixed – When an AI Agent ran both an idle-time Workflow and a before-handoff Workflow in the same Session, whichever one finished second would erase the other's progress. This could silently discard a satisfaction survey's answers or drop a Customer's request for a human. Both now proceed independently. **Workflows with Action Adapters Returning Lists, Dates, or Times Are Saved** Fixed – A Workflow using an Action Adapter that returns a list, a date, or a time could not be saved. Error messages are also clearer: when a step's output definition is invalid, the editor names the step and the specific field instead of showing an empty message. **"Hand Off to a Specific Inbox" Option Appears in the Workflow Editor** Fixed – The Inbox picker on a "Handoff to human" ‘Stop’ step was not visible within the editor. The picker now appears as intended. **AI Summary Available on Helpdesk Transfer** Fixed – An Agent picking up a transferred Conversation in an external helpdesk could see an empty AI summary instead of the AI's recap of what the Customer said. The recap is now written before the helpdesk is notified, so the Agent starts with the context the AI already gathered. **Signals Criteria Descriptions Now Accept Up to 8,000 Characters** Fixed – Evaluation criteria descriptions now accept up to 8,000 characters (up from approximately 2,000), with a live character counter and a clear inline message when the limit is exceeded. **Single Sign-On No Longer Returns a 404 or Redirects After Being Disabled** Fixed – Single sign-on could return a "404 page not found" error instead of redirecting Agents to their identity provider when more than one organization was configured with the same Gladly URL. Also fixed an issue where Agents were still sent to their identity provider after single sign-on had been turned off for their organization. **Signals Calibration Corrections No Longer Discarded on Verdict Click** Fixed – Clicking a thumbs up/down on a previously corrected calibration result could quietly discard the corrected label and note. Corrections now persist through subsequent verdict clicks and are unaffected by a teammate reviewing the same Conversation. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **PRODUCT** **Knowledge Sources: One Place to Manage Everything Gladly AI and Team Assist Knows** A new [Knowledge Sources page](/product-docs/docs/manage-knowledge-sources) 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. **RESOURCE** **Build a Workflow in Under 3 Minutes** New to Workflows or want a quick refresher? This short video walks through building a Workflow from scratch – covering the key steps, triggers, and logic so you can start automating Conversations with confidence. [WATCH ON DEMAND](https://gladly.wistia.com/s/cmubsb0c4cmd1y9) **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. [READ MORE](https://www.forrester.com/researchshare/RES195923/f9bc85e5af6895671e3338a43c707a0850963f02) **REVIEWS** **You're In Good Company** Love using Gladly? [Share your experience on G2 Crowd](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320) 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](https://apps.shopify.com/gladly) 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 **$2,000**! Visit the [Refer-A-Friend program](https://www.gladly.com/refer-a-friend-gladly-connect/) to learn how. ## September 2, 2026 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Shipped Banner.png) **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Admins and Managers release tag.png)** **Knowledge Sources: One Place to Manage Everything Gladly AI and Team Assist Knows** A new Knowledge Sources page is available directly from the main navigation, giving Admins a single destination to view and manage the knowledge that both Gladly AI and Team Assist draw from when answering Customer questions or supporting Agents. Previously, connecting Gladly Answers and websites happened across different areas of the platform. The new page unifies this experience, making it easier to see which sources are active and identify knowledge gaps. **Smarter Conditions and Better Previews in the Workflows Editor** Three updates make [Workflows](/product-docs/docs/workflows-interface-overview) easier to build and review. - Variable path warnings in ‘If’ conditions – Typing a variable path like `$.builtin.customerProfile.email` into an [‘If’ step’s](/product-docs/docs/workflow-steps#if1) 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](/product-docs/docs/test-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](/product-docs/docs/answer-threads-interface-overview), 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](/product-docs/docs/inspect-and-debug-ai-conversations) are now clickable links. Each one opens the Guide as it was configured when the AI Agent ran it. **Signals Criteria Version History** [Signal](/product-docs/docs/signals-1) 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](https://help.gladly.com/docs/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](http://support-tools.gladly.tools). **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Analyst release tag(1).png)** **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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Agents release tag.png)** **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. **![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Developer release tag.png)** **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](/product-docs/docs/gladly-apps) → Create Configuration, no developer support required. - [Chargebee](/product-docs/docs/chargebee-on-app-platform-overview) – 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](/product-docs/docs/fillout-on-app-platform-overview) – 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](/product-docs/docs/returngo-on-app-platform-overview-md) – 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](/product-docs/docs/shiphero-for-sidekick) (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](/product-docs/docs/rise-on-app-platform-overview) (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](https://help.gladly.com/developer-tutorials/docs/about-appcf) (v5.4.1) – Added support for private OAuth `authorization_code` grants. To get started, configure an app via Settings → App Developer Tools → Apps. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/What's Coming Banner.png) **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](/product-docs/docs/workflow-templates) 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](/product-docs/docs/team-assist-1). 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](https://help.gladly.com/docs/what-is-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](https://help.gladly.com/docs/shopify-product-search-overview) 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. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Resolved Issues Banner.png) **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. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Don't Miss Out Banner.png) **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](/product-docs/docs/user-role-summary) | Explore [Team Assist Feedback and Usage](/product-docs/docs/team-assist-feedback) **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**](https://gladly.wistia.com/medias/e8yi67ryis/manage) **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. [READ MORE](https://www.forrester.com/researchshare/RES195923/f9bc85e5af6895671e3338a43c707a0850963f02) **REVIEWS** **You're In Good Company** Love using Gladly? [Share your experience on G2 Crowd](https://www.g2.com/contributor/gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6?secure%5Bpage_id%5D=gladly-ai-_agents-5d53c54b-ee6a-4218-b4b5-15873f0477e6&secure%5Brewards%5D=true&secure%5Btoken%5D=7b10b9370644d0c18237d75e977e3f8592b8c1c3120fbfc6e23f8aa4e1482320) 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](https://apps.shopify.com/gladly) 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](https://www.gladly.com/refer-a-friend-gladly-connect/) to learn how. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)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. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4. Contains everything about a Customer. Their Conversation history, contact details, order details, and other Customer-specific information.