Intermittent Sidekick Handoff Errors

Update timeline

1. identified Jul 16, 2025, 02:19 PM UTC

   We have identified an issue causing some customers' Gladly Sidekick Generative AI-powered conversations to hand off prematurely. We are working on a fix and expect to deploy and validate shortly. We will continue to keep the Status Page updated every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

2. monitoring Jul 16, 2025, 02:27 PM UTC

   A fix has been deployed, and we are seeing recovery for those affected. We will continue to monitor. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. identified Jul 16, 2025, 03:00 PM UTC

   Gladly Sidekick Generative AI-powered conversations continue to resolve and handoff as expected. In addition, we are working on a fix that may prevent some customers from editing Sidekick Guides and will update the Status Page every 30 minutes or as soon as it is released. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. resolved Jul 16, 2025, 03:44 PM UTC

   Gladly Sidekick Generative AI-powered conversations continue to resolve and handoff as expected. In addition, we have deployed and verified the UI fix preventing modifications to Guides. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.