# Gladly Developer Documentation

> Gladly is a customer service platform built around people, not tickets. The Gladly API enables integrations for managing customer profiles, conversations, tasks, and more.

## Documentation

- [REST API Reference](https://developer.gladly.com/rest/): Full interactive API documentation (OpenAPI/ReDoc)
- [OpenAPI Specification](https://developer.gladly.com/rest/openapi/openapi.yaml): Machine-readable OpenAPI 3.0.1 spec (YAML, multi-file with $ref)
- [Chat Web SDK](https://developer.gladly.com/chat/): Embed chat in your website
- [Chat iOS SDK](https://developer.gladly.com/ios-sdk/): Native iOS chat integration
- [Chat Android SDK](https://developer.gladly.com/android-sdk/): Native Android chat integration
- [Help Center Customization](https://developer.gladly.com/help-center/): Style and configure customer-facing help centers
- [Tutorials](https://help.gladly.com/developer-tutorials/docs): Step-by-step integration guides
- [App Platform](https://help.gladly.com/developer-tutorials/docs/app-platform-overview): Build integrations with external systems
- [Lookup Adapter Guide](https://help.gladly.com/developer/docs/lookup-adapter-introduction): Architecture and setup for customer lookup integrations
- [Full AI-Readable Documentation](https://developer.gladly.com/llms-full.txt): Complete API reference in plain text

## API Overview

Base URL: `https://{organization}.gladly.com`
Sandbox: `https://{organization}.gladly.qa`
Auth: Basic Authentication (agent email + API token)

### REST API Resources

- **Agents** - Lookup agent profiles
- **Answers** - Public answers search/retrieval and answer management (CRUD)
- **Audiences** - Brand/segment management for multi-brand organizations
- **Business Hours** - Operating schedule configuration
- **Communications** - Send SMS and email messages programmatically
- **Conversations** - Customer conversation timelines, items, notes, and topics
- **Customers** - Customer profile CRUD (create, read, update, delete)
- **Events** - Extract event details from the past 24 hours
- **Export** - File-based data export of customer conversations
- **Freeform Topics** - Associate granular data (e.g., order numbers) to conversations
- **Inboxes** - Customer communication routing endpoints
- **Organization** - Organization metadata
- **Proactive Conversations** - Campaign-based outbound messaging
- **Reports** - Access Gladly reports programmatically
- **Tasks** - Internal follow-up work items with due dates and assignees
- **Teams** - Agent group management
- **Topics** - Conversation labeling with hierarchical support
- **User Identity** - JWT-based user identity
- **Webhooks** - Event notifications via POST requests
- **Work Session Events** - Agent work session reporting

### Lookup API

Implement a web service that Gladly calls to retrieve customer data from your systems. Supports customer profiles, transactions, and custom actions.

### Webhooks

Subscribe to 35+ event types including agent status changes, conversation lifecycle, customer profile updates, task events, and payment requests.

## Rate Limits

- Default: 10 requests/second per method (GET, POST, PUT, PATCH, DELETE)
- Reports API: 10 requests/minute, 2 concurrent requests per organization
- Response headers: `Ratelimit-Limit-Second`, `Ratelimit-Remaining-Second`