Pre-Built Tooling
| Category | Details |
|---|---|
| Authentication | HTTP Basic Authentication (Agent Email and API Token) |
| Two-Way Sync | Yes |
| Events Supported | Yes (Webhooks) |
| Realtime | Yes |
| Supports Rate Limiting | Yes |
| Authentication Scopes Supported | N/A (API Token based authentication) |
Objects Supported
Alloy Automation supports syncing the following objects from Gladly:- Customers
- Conversations
- Messages
- Agents
- Topics
- Contact Channels (Email, Phone, Chat, SMS)
- Custom Attributes
- Tasks
- Notes
Set Up Guide
Trial Access
| Question | Answer |
|---|---|
| Offers free trial? | Gladly typically requires a demo and custom pricing. Request a demo and trial access at https://www.gladly.com/request-demo. |
| Requires requires paid sandbox | Contact Gladly for sandbox or trial environment access. |
| Requires partnership to obtain authentication? | No. Once you have a Gladly account, API credentials can be obtained from your account settings. |
Authentication (HTTP Basic Authentication)
Gladly uses HTTP Basic Authentication with your Agent Email and API Token.- Log in to your Gladly account at https://.gladly.com.
- Navigate to Settings → Developers or API Settings (admin access required).
- Generate or copy your API Token.
- Enter your Agent Email as the username and API Token as the password in Alloy Automation.
- Also configure your Gladly subdomain in the connection settings.
API Documentation
For detailed API documentation, visit: https://developer.gladly.com/Important Notes
- Gladly requires your subdomain (e.g., yourcompany.gladly.com) in API requests
- API tokens are tied to specific agent accounts
- The API provides access to customer profiles, conversations, and communication channels
- Gladly focuses on radically personal customer service with people-centric design
Use Cases
1) Customer profile enrichment
Automatically sync customer data from your CRM, ecommerce platform, or data warehouse into Gladly to provide agents with complete customer context during conversations.2) Omnichannel conversation routing
Route conversations from multiple channels (email, chat, SMS, phone) through Gladly and sync conversation data to ticketing or analytics systems.3) Order and subscription integration
Pull order details, subscription status, and purchase history from ecommerce platforms into Gladly customer profiles for seamless support experiences.4) Agent performance tracking
Export conversation metrics, response times, and customer satisfaction data from Gladly to business intelligence platforms for comprehensive support analytics.5) Automated workflows
Trigger automated workflows in other systems based on Gladly conversation events, such as escalating high-priority issues or notifying account managers of VIP customer interactions.API Gotchas
- Subdomain requirement: Gladly API requests require your specific subdomain (e.g., yourcompany.gladly.com). Ensure this is correctly configured in your integration.
- People-centric model: Gladly uses a people-centric approach rather than ticket-centric. Conversations are tied to customers, not individual tickets, which may require different integration logic.
- Rate limiting: Gladly enforces rate limits on API requests. Implement retry logic with exponential backoff when rate limits are exceeded.
- Webhook reliability: Ensure your webhook endpoints respond quickly with 2xx status codes. Slow or failing endpoints may result in webhook delivery issues.
- Custom attributes: Gladly supports custom attributes for customers. Ensure your integration handles dynamic custom fields appropriately.
For questions or troubleshooting, contact support@runalloy.com.