Gladly Beta

Send your event data from RudderStack to Gladly.

Gladly is a customer service platform that leverages AI to deliver personalized agent-assisted customer service and enhance customer relationships.

Find the open source code for this destination in the GitHub repository.

Connection compatibility

Destination info
  • Status: Beta
  • Supported sources: Android, iOS , Web, Unity, AMP , Cloud, React Native , Flutter, Cordova, Warehouse
  • Refer to it as GLADLY in the Integrations object.

Connection modes
SourceCloud modeDevice modeHybrid mode
AMPsupportednot supportednot supported
Androidsupportednot supportednot supported
Cloudsupportednot supportednot supported
Cordovasupportednot supportednot supported
Fluttersupportednot supportednot supported
iOSsupportednot supportednot supported
React Nativesupportednot supportednot supported
Unitysupportednot supportednot supported
Warehousesupportednot supportednot supported
Websupportednot supportednot supported
Supported message types
SourceIdentifyPageTrackScreenGroupAlias

Setup

  1. In your RudderStack dashboard, go to Directory > Destinations > Cloud Destinations and search for Gladly.
  2. Connect your source and click Continue.

Connection settings

Configure the following settings to set up Gladly as a destination in RudderStack:

  • Name: Assign a name to uniquely identify the destination.
  • API Token: Enter your Gladly API token by going to Settings > API Tokens in your Gladly dashboard.
  • Domain: Enter your Gladly domain.
  • User Name: Enter your Gladly agent email. You can find it in your Gladly dashboard under Settings > Users > Email.

Identify

You can use the identify call to send user details like profile and contact information, notes, and transactions to Gladly.

RudderStack sends this information to Gladly using their Customers REST API endpoint.

A sample identify call is shown:

rudderanalytics.identify("1hKOmRA4GRlm", {
  name: "Alex Keener",
  email: "alex@example.com",
  createdAt: "Mon May 19 2019 18:34:24 GMT+0000 (UTC)",
})

Traits mapping

RudderStack maps the following identify traits to the Gladly attributes:

RudderStack propertyGladly propertyData type
userId
Required
idString
traits.name
context.traits.name
nameString
traits.email
context.traits.email
emails[0].originalString
traits.phone
context.traits.phone
phones[0].originalString
traits.image_url
context.traits.image_url
imageString
traits.address
context.traits.address
addressString
externalIdexternalCustomerIdString
info
RudderStack sends any other user information apart from the above-mentioned traits as customAttributes.

Note that RudderStack currently does not support additional email properties. However, you can send this information to Gladly by sending an emailProperties object in your event as follows:

{
  "emailProperties": [{
      "<traits.email1>": {
        "normalised": "",
        "primary": true,
        "newKey": ""
      }
    },
    {
      "<traits.email2>": {
        "normalised": "",
        "primary": false,
        "newKey": ""
      }
    }
  ]
}

FAQ

Where can I find the Gladly API token?

  1. Log in to your Gladly dashboard.
warning
Each organization has its own unique Gladly login URL. Make sure to log in using the correct URL. Contact your Gladly customer success team for more information.
  1. Go to Settings. Under APP DEVELOPER TOOLS, click API Tokens.
Gladly API token

Questions? Contact us by email or on Slack