---
title: "We've Updated Our Product Names"
slug: "weve-updated-our-product-names"
description: "Gladly invests in reliability, performance, and uptime year-round through ongoing investments in scale testing, production monitoring, and controlled rollouts of new functionality."
updated: 2026-02-04T23:42:04Z
published: 2026-02-04T23:42:04Z
canonical: "help.gladly.com/weve-updated-our-product-names"
---

> ## 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.

# We've Updated Our Product Names

### **We’re refreshing our product names**

- Gladly Sidekick → **Gladly**(the AI)
- Gladly Hero → **Gladly Team**(your agent workspace)

Everything works exactly the same. This is just clearer naming.

### Why we're making this change

Let's be honest: we got a little name-happy. Gladly Sidekick, Gladly Hero... we heard from many of you that it was confusing, and we agree. So we simplified.

As we worked on this, we also considered where the market is heading. AI is being rapidly adopted across CX, and our new names reflect that reality while maintaining what makes us unique: we're not AI-only.

Our strength is having both best-in-class AI and a best-in-class agent workspace. We believe the experiences that drive customer devotion come from AI and human agents working together—and our unified platform is built for exactly that.

### What’s changing

**Core products:**

| Old Name | New Name | What It Is |
| --- | --- | --- |
| Gladly Sidekick | Gladly | Your AI agent that handles customer conversations autonomously |
| Gladly Hero | Gladly Team | Your agent workspace where your team members work |

**Features:**

| Old Name | New Name | What It Is |
| --- | --- | --- |
| Sidekick for Hero | Team Assist | AI copilot that assists human agents in real-time |
| Sidekick Answers | *De-named* | AI's ability to generate answers (now just part of Gladly) |
| Sidekick Actions | *De-named* | AI's ability to connect to systems (now just part of Gladly) |
| Sidekick Sales | *De-named* | Product recommendations and sales (now just part of Gladly) |
| Sidekick for [Helpdesks] | Gladly | Using Gladly AI with another helpdesk |
| Sidekick Profiles | Gladly Agent | Specific instances of Gladly AI with custom configurations |
| Sidekick Guides | **Guides** | Intuitive, no-code interface for setting up and configuring AI workflows. |
| Sidekick Conversations Page | Gladly AI Conversations | A dedicated view that displays all interactions handled by Gladly AI, allowing you to review automated responses, customer inputs, and resolution outcomes in one place. |

**Channels:**

| Sidekick Voice | *De-named* (aka "Voice AI" when specificity needed) |
| --- | --- |
| Sidekick Email | *De-named* (aka"Email AI" when specificity needed) |
| Sidekick Chat | *De-named* |
| Sidekick SMS | *De-named* |

### What’s not changing

- Your product capabilities - Everything works exactly the same
- Your support relationship - Same CSM, same support team
- Your contract and pricing - No changes
- Your product access - Full access to everything you use today
- Our commitment to Gladly Team - Continues to be enhanced and supported
- Your choice and timeline - No one is being forced to adopt AI

Bottom line: This is a naming change, not a product change. Business as usual.

### What to expect

**Timeline:**

- On January 28, the product UI will update with new naming
- Following the naming updates in the product UI, help documentation will be updated in phases over the coming month
- Ongoing: Developer docs, videos, and other resources will be updated
- Contracts/Invoices:
  - Existing customers (contracts signed before February 1, 2026):
    - Your contract and invoices keep the current names until your renewal date
    - At renewal, everything updates to the new names
  - New customers (contracts starting February 1, 2026 or later):
    - Your contract and invoices use the new names from the start
- Reporting:​​ We're building a plan to update reporting names with minimal disruption to your existing reports. We'll share more details soon.

**What you’ll need to do:**

Nothing. All changes are automatic.

**During the transition:**

Pardon our dust! Some help docs and resources may show the new names while others still reflect the old ones. We're working through everything systematically and appreciate your patience.

**Questions?**

Reach out to your Customer Success Manager or contact Gladly Support.

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.