> ## Documentation Index
> Fetch the complete documentation index at: https://docs.runalloy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Gladly

> Integration details and setup guide for the Gladly connector in Alloy Automation.

## 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](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.

1. Log in to your **Gladly account** at https\://{subdomain}.gladly.com.
2. Navigate to **Settings** → **Developers** or **API Settings** (admin access required).
3. Generate or copy your **API Token**.
4. Enter your **Agent Email** as the username and **API Token** as the password in Alloy Automation.
5. Also configure your **Gladly subdomain** in the connection settings.

#### API Documentation

For detailed API documentation, visit: [https://developer.gladly.com/](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](mailto:support@runalloy.com)**.