Gladly Beta

Send your event data from RudderStack to Gladly.

2 minute read

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 Information
Status: Beta Supported sources: Android (Java) , Android (Kotlin) , iOS (Obj-C) , iOS (Swift) , Web, Unity, AMP , Cloud, React Native , Flutter, Cordova, Warehouse Refer to it as Gladly in the Integrations object.

Connection Modes
Source	Cloud mode	Device mode	Hybrid mode
AMP
Android (Java)
Android (Kotlin)
Cloud
Cordova
Flutter
iOS (Obj-C)
iOS (Swift)
React Native
Unity
Warehouse
Web

Supported Message Types
Source	Identify	Page	Track	Screen	Group	Alias	Record	AudienceList
Cloud mode
Supported sources

Setup

In your RudderStack dashboard, go to Directory > Destinations > Cloud Destinations and search for Gladly.
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:

javascript

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 property	Gladly property	Data type
`userId` Required	`id`	String
`traits.name` `context.traits.name`	`name`	String
`traits.email` `context.traits.email`	`emails[0].original`	String
`traits.phone` `context.traits.phone`	`phones[0].original`	String
`traits.image_url` `context.traits.image_url`	`image`	String
`traits.address` `context.traits.address`	`address`	String
`externalId`	`externalCustomerId`	String

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:

json

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

FAQ

Where can I find the Gladly API token?

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.

Go to Settings. Under APP DEVELOPER TOOLS, click API Tokens.