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Gladly

Customer timelines, conversations, tasks, and agents from Gladly through its REST API and webhooks.

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About

Gladly is a customer service platform organized around the customer rather than the ticket. A customer record carries one timeline of conversation items: emails, SMS, chat messages, phone calls, notes, and topic changes. Gladly's REST API lives at your organization's domain under /api/v1, with a separate .qa domain for sandbox testing.

Through Fibric, an operator reads customers, conversations, and tasks as webhook events arrive and proposes a note, a task, a customer update, or a conversation change for your approval. Each approval is logged: the change, the reason, and how to undo it.

This is a reference listing. It documents what Fibric would read from Gladly and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Customers through Find customers, with the profile fields your agents see
  • Conversations and their items through Get conversation and List items in conversation
  • Conversation item types: EMAIL, SMS, CHAT_MESSAGE, PHONE_CALL, CONVERSATION_NOTE, TOPIC_CHANGE, and CUSTOMER_ACTIVITY
  • Tasks with comments and status
  • Agents, including profile and call recording status; topics, inboxes, and teams
  • Webhook events such as CUSTOMER_PROFILE/CREATED, CONVERSATION/CLOSED, and TASK/CREATED
  • Reports generated through POST /api/v1/reports, including work session reports

Proposed actions

  • Target capability: propose a note on a customer's timeline through POST /api/v1/customers/{customerId}/conversationItems
  • Target capability: propose a task through POST /api/v1/tasks, and status or comment updates through PATCH /api/v1/tasks/{taskId}
  • Target capability: propose a customer profile update through PATCH /api/v1/customers/{customerId}
  • Target capability: propose a conversation change through Update conversation

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Recognize a priority customer on arrival

    As customer and conversation events arrive, the operator matches the customer to your priority list and proposes a topic, an assignment, and a note.

    With VIP Lane

  • Keep a promised callback

    When an item promises a callback, the operator proposes a task with the due time and the context copied from the timeline.

    With Callback Promise

  • Guard against silent reopens

    After CONVERSATION/CLOSED, the operator watches for a new customer message on the same timeline and proposes a conversation update and a note rather than a fresh thread.

    With Reopen Guard

  • Triage by topic

    The operator reads a new conversation's items, proposes a topic change and an inbox, and records why.

    With Ticket Triage

Requirements

  • A Gladly organization and its domain, https://{organization}.gladly.com
  • A user with the API User permission enabled under Settings > Users; tokens are tied to that user
  • An API token created under Settings > More settings > API Tokens; it is shown once
  • A webhook created through POST /api/v1/webhooks with credentials passed in an Authorization header
Authentication
Basic authentication over HTTPS with an agent's email as the username and an API token as the password.

Limits

  • A default rate limit and a separate Reporting API rate limit apply; the reference documents how to handle a limited response
  • API tokens act as the user they belong to; actions are attributed to that agent
  • Sandbox testing uses the organization's .qa domain, not the main domain
  • Chat SDKs and the App Platform are separate surfaces and outside this listing

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Gladly ↗

Questions and answers

How do I authenticate against the Gladly API?
Use Basic authentication over HTTPS. The username is the agent's email and the password is an API token. Create the token under Settings > More settings > API Tokens; the user must have the API User permission. The token is shown once.
What is a conversation item?
An entry on a customer's timeline. The reference lists content types including EMAIL, SMS, CHAT_MESSAGE, PHONE_CALL, CONVERSATION_NOTE, TOPIC_CHANGE, and CUSTOMER_ACTIVITY. Create item posts a new one to a customer's timeline.
Does Gladly send webhooks?
Yes. Create webhook (POST /api/v1/webhooks) subscribes an endpoint to events such as CUSTOMER_PROFILE/CREATED, CONVERSATION/CLOSED, and TASK/CREATED. The reference covers securing webhooks, a ping event, and a retry policy.
Ask about Gladly

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Gladly through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy