Gladly API (1.0)

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Introducing the Gladly API

At Gladly, we believe that customer service is best when it's a conversation. That means more than just helping customers with one-off questions or issues, it's about making them feel known, valued, and respected for the individuals they are.

The Gladly API was built to help facilitate those relationships, providing agents with the rich customer context they need to deliver seamless experiences that make customers feel like they're more than just a number in a sea of others.

Overview

You can integrate easily with Gladly by calling Gladly's REST API and implementing the Lookup API to provide data from your own services.

Some examples of what you do through Gladly APIs include managing customer profile data, interacting with a customer's timeline, providing the latest information about a customer's orders, and more.

REST API

Clients can access the REST API via HTTPS at your organization's Gladly domain (e.g. https://{organization}.gladly.com).

Resources follow REST semantics and utilize industry-standard HTTP verbs, response codes, and authentication schemes. In addition, all responses and payloads are in JSON with consistent error codes and formats.

Lookup API

The Gladly Lookup API allows your organization to provide data services to power the agent's experience with a complete view of your customers' information, transactions, and activity. You can provide a web service that implements the Lookup API and Gladly will call it when that data is needed.

Like the REST API, the Lookup API is specified using REST semantics, and exchanges JSON requests and responses authenticated and signed with secure keys.

Gladly will perform lookups when certain activities occur within Gladly, such as when a customer's profile is loaded.

Testing

Test the myriad possibilities of the Gladly API in a safe, secure space. We'll enable the Gladly API in a separate sandbox environment, so you can experiment freely without impacting your production environment (or vice versa).

Your sandbox environment is accessible at https://{organization}.gladly.qa, where organization is your company name. For specific API endpoints, see documentation below.

Getting Started

Think of this section as getting the keys to unlocking your access to the Gladly APIs. First, you'll need to set up an account with the necessary API permissions. With these permissions, you can then go on to create the API Token(s) you need to access Gladly's API resources.

Permissions

Gladly Administrators can set API permissions on an agent-by-agent basis. We'll discuss how this maps to API access in the section on authentication below.

To allow a user to create API tokens and access the API:

Log in to your Gladly instance
Open up the menu on the top left-hand corner of the page
Navigate to Settings > Users
Search and click on the user profile you wish to give access to
You'll see a permission called API User. Select it, while making sure to keep the user's Agent role intact.
Hit Save to give access

Agent profile screen

We recommend creating a dedicated user to make API calls, whose account won't be used for agent and organization management. This will help you with any future audits of API activity vs. agent activity.

Creating API Tokens

You must create an API token to access Gladly API resources (see above Permissions). If your profile already has access to the API User permission, you'll see a new menu item titled API Tokens:

Click on API Tokens, then the Add Token button on the upper right-hand corner of the page:

API Token Add

A token will be generated and named, by default, New Token (though depending on whether you have existing tokens, it may be named New Token 2, or New Token 3 etc.). You can rename the token to something more easily referenceable by clicking the name to edit it.

This token will be associated with your agent profile, which we will refer to as the API User in this document.

API Token View

For security purposes, you'll only see a new token once before you navigate away from the page.

Replacing/Rotating API Tokens

Should you lose this token, or wish to rotate your application keys, you can do the following:

Generate a new token
Store the new token in a secure location
Delete the old token
Update your applications/scripts with the new token

Authentication

BasicAuth

Gladly API uses token-based Basic Authentication. API tokens are associated with designated Gladly users. To create and use an API token, your user must have the API User permission.

user name	password
agent email	API token

The credentials must be passed via an Authorization HTTP header. All requests must be made over HTTPS.

curl -u user@organization.com:$GLADLY_API_TOKEN \
https://organization.gladly.com/api/v1/organization

Security scheme type:	HTTP
HTTP Authorization Scheme	basic

Agents

An Agent represents the user profile of a person who helps customers in Gladly. The API allows you to lookup agents who participated in conversations with customers.

Get Agent

Get an agent profile by their unique id.

path Parameters

agentId

string

Example: "WmeA3Y51Q5ayCAaZ1AotIA"

id of the agent

Responses

200

Agent

get /api/v1/agents/{agentId}

https://organization.gladly.com//api/v1/agents/{agentId}

Response samples

application/json

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{

"id": "WmeA3Y51Q5ayCAaZ1AotIA",
"name": "Amy Agent",
"emailAddress": "amy.agent@company.com"

}

Answers

A Public Answer in Gladly represents a consumer-facing Answer.

Answers API allows you to search and retrieve Public Answers (created directly in the Gladly UI), which you can display in the Gladly Sidekick web widget, use to build your website's help center/FAQ page, or publish on any page on your website.

This API can be used without an API token as it only provides access to public content. You may also work with your Customer Success Manager to enable CORS access so that the API can be used directly from client-side javascript.

How a user creates a public answer in Gladly

Search public answers

Returns a list of answers that match the provided query string.

path Parameters

orgId

string

Example: "ihKsWxiZCDVtXg1iwVmT9Q"

id of your organization

You can look up the ID using the Get organization API.

query Parameters

q	string Example: "reset password" search term
lng	string Example: "en-us" language code

Responses

200

found answers

get /api/v1/orgs/{orgId}/answers/search?q=search+terms

https://organization.gladly.com//api/v1/orgs/{orgId}/answers/search?q=search+terms

Response samples

application/json

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[

{
- "id": "1grfSzATQLa334VDLCWc4A",
- "name": "How to reset your password"
}

]

Get public answer

Returns the answer with the provided id.

path Parameters

orgId	string Example: "ihKsWxiZCDVtXg1iwVmT9Q" id of your organization You can look up the ID using the Get organization API.
answerId	string Example: "1grfSzATQLa334VDLCWc4A" id of the answer

Responses

200

answer

get /api/v1/orgs/{orgId}/answers/{answerId}

https://organization.gladly.com//api/v1/orgs/{orgId}/answers/{answerId}

Response samples

application/json

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{

"id": "1grfSzATQLa334VDLCWc4A",
"name": "How to reset your password",
"bodyHtml": "<div><a href=\"/reset-password\">Click here</a> to reset your password</div>",
"language": "en-us"

}

Communications

Communications API enables you to programatically send messages to your customers via Gladly communications channels such as SMS.

Agent View

Consumer View

Customer View

Send SMS

To send an SMS message to a customer specified by a mobile phone number.

Request Body schema: application/json

SMS to send

customer required	object (customer with mobile number)
from required	string (mobile number)
body required	string (SMS message)

Responses

200

the customer and conversation item ID

400

Invalid field(s) in request body

post /api/v1/communications/sms

https://organization.gladly.com//api/v1/communications/sms

Request samples

Payload

application/json

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{

"customer":
{
- "mobileNumber": "+14152223000"
},
"from": "+14152223316",
"body": "hello, this is a sample SMS message!"

}

Response samples

application/json

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{

"customerId": "gHufx-U3QqOmhvFuViceTw",
"conversationItemId": "pOVVdzweSumI4bFxjlT8LA"

}

Conversations

A Conversation in Gladly contains the timeline of activity for a customer including communications to and from your organization along with other internal and external activity.

Conversations API enables you to interact with the customer conversation timeline. Some illustrations of items that may appear in the timeline:

Customer Activity

Task

Create item

To add items to the timeline for a customer specified by identifying information. If the customer doesn't exist, a new customer profile is created.

Request Body schema: application/json

Conversation Item to create

id	string <= 50 characters Specifies the id of the item
customer required	object (Customer Specification) Specifies the customer an item belongs to. You must provide exactly one of the values.
content required	Customer Activity (object) or Task (object) (Conversation Item Content To Create)

Responses

200

The created item

400

Invalid field(s) in request body

409

Specified id is in use

post /api/v1/conversation-items

https://organization.gladly.com//api/v1/conversation-items

Request samples

Payload

application/json

Customer Activity
Task

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{

"id": "pOVVdzweSumI4bFxjlT8LA",
"customer":
{
- "emailAddress": "michelle.smith@example.org"
},
"content":
{
- "type": "CUSTOMER_ACTIVITY",
- "title": "Welcome to Gladly!",
- "body": "At Gladly we set out to reinvent customer service. Why? Because 21st century consumers are different. They are from 18 to 80 years old, expect the brands they love to recognize them, and to be able to communicate with your agents over all channels – all the time.",
- "activityType": "EMAIL",
- "sourceName": "HubSpot",
- "link":
  {
  - "url": "https://www.gladly.com/product/",
  - "text": "View Details"
  }
}

}

Response samples

application/json

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{

"id": "pOVVdzweSumI4bFxjlT8LA",
"customerId": "gHufx-U3QqOmhvFuViceTw",
"conversationId": "PmDVUfWfRjKuwb4VgA2zEA",
"timestamp": "2019-07-03T04:30:12.07Z",
"initiator":
{
- "id": "gHufx-U3QqOmhvFuViceTw",
- "type": "CUSTOMER"
},
"responder":
{
- "id": "zGaHXjD4SR-moMR9LbULDa",
- "type": "AGENT"
},
"content":
{
- "type": "CHAT_MESSAGE",
- "sessionId": "5k04bYuTRGqyT6uoSQfWVA",
- "content": "HI! Can you help me with my order?"
}

}

Delete item

To delete an item. Note: task items cannot be deleted.

path Parameters

itemId

required

string

Id of the item to be deleted.

Responses

204

The item was deleted

404

An item with the given id could not be found

delete /api/v1/conversation-items/{itemId}

https://organization.gladly.com//api/v1/conversation-items/{itemId}

Create item for customer

To add items to a customer's timeline.

path Parameters

customerId

required

string

Id of the customer associated with this item.

You can look up the id using the Find customers API.

Request Body schema: application/json

Conversation Item to create

id	string <= 50 characters Specifies the id of the item
content required	Customer Activity (object) or Task (object) (Conversation Item Content To Create)

Responses

200

The created item

301

This customer id no longer exists, but has been moved because it has been merged with another customer

400

Invalid field(s) in request body

404

Customer with customerId does not exist

409

Specified id is in use

post /api/v1/customers/{customerId}/conversation-items

https://organization.gladly.com//api/v1/customers/{customerId}/conversation-items

Request samples

Payload

application/json

Customer Activity
Task

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{

"content":
{
- "type": "CUSTOMER_ACTIVITY",
- "title": "Welcome to Gladly!",
- "body": "At Gladly we set out to reinvent customer service. Why? Because 21st century consumers are different. They are from 18 to 80 years old, expect the brands they love to recognize them, and to be able to communicate with your agents over all channels – all the time.",
- "activityType": "EMAIL",
- "sourceName": "HubSpot",
- "link":
  {
  - "url": "https://www.gladly.com/product/",
  - "text": "View Details"
  }
}

}

Response samples

application/json

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{

"id": "pOVVdzweSumI4bFxjlT8LA",
"customerId": "gHufx-U3QqOmhvFuViceTw",
"conversationId": "PmDVUfWfRjKuwb4VgA2zEA",
"timestamp": "2019-07-03T04:30:12.07Z",
"initiator":
{
- "id": "gHufx-U3QqOmhvFuViceTw",
- "type": "CUSTOMER"
},
"responder":
{
- "id": "zGaHXjD4SR-moMR9LbULDa",
- "type": "AGENT"
},
"content":
{
- "type": "CHAT_MESSAGE",
- "sessionId": "5k04bYuTRGqyT6uoSQfWVA",
- "content": "HI! Can you help me with my order?"
}

}

Delete item for customer

To delete an item. Note: task items cannot be deleted.

path Parameters

customerId required	string Id of the customer associated with this item. You can look up the id using the Find customers API.
itemId required	string Id of the item to be deleted.

Responses

204

The item was deleted

404

An item with the given id, for the given customer id, could not be found

delete /api/v1/customers/{customerId}/conversation-items/{itemId}

https://organization.gladly.com//api/v1/customers/{customerId}/conversation-items/{itemId}

Get items in conversation

Get the items in the timeline of a conversation. The conversation represents a period of related interactions between a customer and your organization.

path Parameters

conversationId

required

string

Example: "9BcE2O0DQ2ynGHRmk9FeoA"

Id of the conversation to get the timeline for

Responses

200

The items on the conversation timeline

404

A conversation with the given id does not exist

get /api/v1/conversations/{conversationId}/items

https://organization.gladly.com//api/v1/conversations/{conversationId}/items

Response samples

application/json

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[

{
- "id": "ybP4szYCSy6LdV4DNwEd6g",
- "conversationId": "9BcE2O0DQ2ynGHRmk9FeoA",
- "customerId": "OOrlNMXeS72gs_WEX2TtMg",
- "timestamp": "2019-07-01T11:46:45.01Z",
- "initiator":
  {
  - "id": "OOrlNMXeS72gs_WEX2TtMg",
  - "type": "CUSTOMER"
  },
- "content":
  {
  - "type": "CHAT_MESSAGE",
  - "sessionId": "5k04bYuTRGqyT6uoSQfWVA",
  - "content": "Hi! I know it's after hours but can someone help upgrade my account?"
  }
},
{
- "id": "9lQDrx-HTz-JMoP2T4CtZA",
- "conversationId": "9BcE2O0DQ2ynGHRmk9FeoA",
- "customerId": "OOrlNMXeS72gs_WEX2TtMg",
- "timestamp": "2019-07-02T06:30:12.07Z",
- "initiator":
  {
  - "id": "WmeA3Y51Q5ayCAaZ1AotIA",
  - "type": "AGENT"
  },
- "content":
  {
  - "type": "EMAIL",
  - "from": "amy.agent@company.com",
  - "to":
    [
    "martha.williams@gmail.com"
    ],
  - "subject": "Account upgrade",
  - "content": "I would be happy to help you! We need a few details, so please give us a call this morning."
  }
},
{
- "id": "S6pMkJ78QMmkVf9qPP_SeQ",
- "conversationId": "9BcE2O0DQ2ynGHRmk9FeoA",
- "customerId": "OOrlNMXeS72gs_WEX2TtMg",
- "timestamp": "2019-07-02T08:05:00.10Z",
- "initiator":
  {
  - "id": "OOrlNMXeS72gs_WEX2TtMg",
  - "type": "CUSTOMER"
  },
- "responder":
  {
  - "id": "WmeA3Y51Q5ayCAaZ1AotIA",
  - "type": "AGENT"
  },
- "content":
  {
  - "type": "PHONE_CALL",
  - "from": "+14153335555",
  - "to": "+12149897676",
  - "startedAt": "2019-07-02T08:05:00.10Z",
  - "answeredAt": "2019-07-02T08:05:09.41Z",
  - "completedAt": "2019-07-02T08:11:15.03Z"
  }
},
{
- "id": "K0UGL3n6S4uPpvtMvItqHA",
- "conversationId": "9BcE2O0DQ2ynGHRmk9FeoA",
- "customerId": "OOrlNMXeS72gs_WEX2TtMg",
- "timestamp": "2019-07-02T08:12:55.870Z",
- "initiator":
  {
  - "id": "WmeA3Y51Q5ayCAaZ1AotIA",
  - "type": "AGENT"
  },
- "content":
  {
  - "type": "TOPIC_CHANGE",
  - "addedTopicIds":
    [
    "uu4t00vITaKQ3bVjU2UrGQ"
    ]
  }
}

]

Customers

A Customer in Gladly represents information about a customer of your organization including their profile, contact information, notes, and transactions.

Customers API allows you to add, update, and get customer profile data.

Create customer

Create a new customer with the supplied profile data.

Request Body schema: application/json

Customer record to add.

name	string Customer's name
address	string Customer's street address
emails	Array of objects (email addresses) Customer's email addresses
phones	Array of objects (phone numbers) Customer's phone numbers
externalCustomerId	string Customer ID in your customer master
customAttributes	object Organization-specific attributes from Customer Master. The shape of customAttributes is defined by the Customer Profile Definition.
id	string Unique customer id. Must be URL safe and under 50 characters. An id will be automatically generated if one is not included

Responses

201

customer created

400

error creating customer

post /api/v1/customer-profiles

https://organization.gladly.com//api/v1/customer-profiles

Request samples

Payload

application/json

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{

"id": "OOrlNMXeS72gs_WEX2TtMg",
"name": "Francis Avallone",
"address": "4303 Spring Forest Ln, Westlake Village, CA 91362-5605",
"emails":
[
- {
  - "original": "existing@francisavallone.com"
  }
],
"phones":
[
- {
  - "original": "+17192662837",
  - "type": "HOME"
  }
],
"externalCustomerId": "a21c1636-c622-48b7-bf6a-d9032645aa55",
"customAttributes":
{
- "albums": "6",
- "singles": "40"
}

}

Response samples

application/json

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{

"errors":
{
- "attr": "content",
- "code": "blank",
- "detail": "content cannot be blank"
}

}

Find customers

Find customers by searching by choosing one of the following identifiers as query parameters:

/api/v1/customer-profiles?phoneNumber=%2B14151234567

query Parameters

email	string Example: "customer@email.net" customer email address to search on.
externalCustomerId	string Example: "a21c1636-c622-48b7-bf6a-d9032645aa55" customer unique id in your customer master.
phoneNumber	string Example: "+16505551987" Phone number in E.164 format. The value should be URL escaped where `+` becomes `%2B`.

Responses

200

found customers

400

error finding customers

get /api/v1/customer-profiles

https://organization.gladly.com//api/v1/customer-profiles

Response samples

application/json

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[

{
- "name": "Martha J Williams",
- "address": "563 Rigoberto Station Apt. 197",
- "emails":
  [
  - {
    "normalized": "martha.williams@gmail.com",
    "original": "Martha.Williams@gmail.com",
    "primary": false
    }
  ],
- "phones":
  [
  - {
    "normalized": "+17244895501",
    "extension": "123",
    "original": "7244895501",
    "regionCode": "US",
    "primary": false,
    "smsPreference": "OFF",
    "type": "OFFICE"
    }
  ],
- "externalCustomerId": "a21c1636-c622-48b7-bf6a-d9032645aa55",
- "customAttributes":
  {
  - "membershipNumber": "RQ564555333",
  - "membershipTier": "gold"
  },
- "id": "OOrlNMXeS72gs_WEX2TtMg",
- "createdAt": "2019-02-21T07:15:18.07272933Z",
- "updatedAt": "2019-02-21T19:50:23.486566336Z"
}

]

Get customer

Get a customer by unique id. If a customer has been merged into another, an error will be returned specifying the new id of the customer.

path Parameters

customerId

string

Example: "OOrlNMXeS72gs_WEX2TtMg"

id of the customer

Responses

200

fetched customer

400

error fetching customer

404

customer not found

get /api/v1/customer-profiles/{customerId}

https://organization.gladly.com//api/v1/customer-profiles/{customerId}

Response samples

application/json

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{

"name": "Martha J Williams",
"address": "563 Rigoberto Station Apt. 197",
"emails":
[
- {
  - "normalized": "martha.williams@gmail.com",
  - "original": "Martha.Williams@gmail.com",
  - "primary": false
  }
],
"phones":
[
- {
  - "normalized": "+17244895501",
  - "extension": "123",
  - "original": "7244895501",
  - "regionCode": "US",
  - "primary": false,
  - "smsPreference": "OFF",
  - "type": "OFFICE"
  }
],
"externalCustomerId": "a21c1636-c622-48b7-bf6a-d9032645aa55",
"customAttributes":
{
- "membershipNumber": "RQ564555333",
- "membershipTier": "gold"
},
"id": "OOrlNMXeS72gs_WEX2TtMg",
"createdAt": "2019-02-21T07:15:18.07272933Z",
"updatedAt": "2019-02-21T19:50:23.486566336Z"

}

Update customer

Update a customer by unique id with the supplied JSON patch.

You may supply only the properties which you want to update or insert into the profile. When updating arrays, such as phones and emails you must provide the entire list of values since it is not possible to add or delete a single value.

If a customer has been merged into another, an error will be returned specifying the new id of the customer.

path Parameters

customerId

string

Example: "OOrlNMXeS72gs_WEX2TtMg"

id of the customer

Request Body schema: application/json

JSON patch of customer profiles properties to insert or update.

name	string Customer's name
address	string Customer's street address
emails	Array of objects (email addresses) Customer's email addresses
phones	Array of objects (phone numbers) Customer's phone numbers
externalCustomerId	string Customer ID in your customer master
customAttributes	object Organization-specific attributes from Customer Master. The shape of customAttributes is defined by the Customer Profile Definition.

Responses

204

updated customer

400

error updating customer

404

customer not found

patch /api/v1/customer-profiles/{customerId}

https://organization.gladly.com//api/v1/customer-profiles/{customerId}

Request samples

Payload

application/json

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{

"name": "Frankie Avalon",
"emails":
[
- {
  - "original": "existing@francisavallone.com"
  },
- {
  - "original": "new@frankieavalon.com"
  }
],
"customAttributes":
{
- "albums": "7",
- "singles": "41"
}

}

Response samples

application/json

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{

"errors":
{
- "attr": "content",
- "code": "blank",
- "detail": "content cannot be blank"
}

}

Custom Reporting

A Custom Report is a periodically run report built to your organization's specifications.

Custom Reporting API enables you to list and download custom reports compiled for your organization.

List Custom Reports

Retrieve a list of custom reports at the root level or folder path. After retrieving a listing, you can continue to traverse each of the returned dirs. All paths must include the trailing slash.

path Parameters

dirPath

string

Example: "Utilization%20Report/20190206223006/"

Folder path of reports to list.

Responses

200

report list

404

report not found

get /api/customreporting/{dirPath}/

https://organization.gladly.com//api/customreporting/{dirPath}/

Response samples

application/json

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{

"dirs":
[
- "Utilization Report"
],
"files":
[
- {
  - "name": "data.tgz",
  - "size": "145",
  - "lastModified": "2019-02-28T22:30:14Z"
  }
]

}

Download Custom Report

Download a custom report by result path. To download, you should follow redirects using the full URL in the response Location header. Do not include authentication headers when following redirects. See curl example provided.

path Parameters

dirPath	string Example: "Utilization%20Report/20190206223006/" Folder path to result file to download.
fileName	string Example: "data.tgz" Name of result file to download.

Responses

200

Report csv

307

Redirect to report download location.

400

Invalid request

404

Report not found at this result path

get /api/customreporting/{dirPath}/{fileName}

https://organization.gladly.com//api/customreporting/{dirPath}/{fileName}

Request samples

curl

Copy

curl -L \
-u user@example.com:myapitoken \
-o data.tgz \
https://example.gladly.com/api/customreporting/report/date/data.tgz

Response samples

No sample

Export

Export API is a simple, comprehensive, file-based data export. You can export the lifetime of your customers' conversations in Gladly to a central data repository such as your data warehouse or data lake. Export all communications successfully delivered within a specified date range. The export date range could be last hour, last 24 hours, or custom data range.

To schedule a one-time or repeating - hourly or daily - data export job, please contact your Gladly Customer Success representative. Job results can be queried by status. Each result file from the job can be downloaded securely over https. Job results can be deleted once downloaded. Delete will clean up all result files along with the job metadata.

List jobs

List all jobs using the following optional query parameter:

/api/v1/export/jobs?status=COMPLETED

query Parameters

status

string

Enum:"PENDING" "IN_PROGRESS" "COMPLETED" "FAILED"

export job status to search on.

Responses

200

found jobs

get /api/v1/export/jobs

https://organization.gladly.com//api/v1/export/jobs

Response samples

application/json

Copy

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[

{
- "id": "vZgCEQlDR6aQz_0HeWZ9_Q",
- "scheduleId": "OOrlNMXeS72gs_WEX2TtMg",
- "status": "COMPLETED",
- "startedAt": "2019-02-21T07:15:18.07272933Z",
- "updatedAt": "2019-02-21T07:15:19.07272933Z",
- "parameters":
  {
  - "type":

Gladly API (1.0)

Introducing the Gladly API

Overview

REST API

Lookup API

Testing

Getting Started

Permissions

Creating API Tokens

Replacing/Rotating API Tokens

Authentication

BasicAuth

Agents

Get Agent

path Parameters

Responses

Response samples

Answers

How a user creates a public answer in Gladly

How that answer is searched and displayed on the Sidekick web widget

Search public answers

path Parameters

query Parameters

Responses

Response samples

Get public answer

path Parameters

Responses

Response samples

Communications

Agent View

Consumer View

Send SMS

Request Body schema: application/json

Responses

Request samples

Response samples

Conversations

Customer Activity

Task

Create item

Request Body schema: application/json

Responses

Request samples

Response samples

Delete item

path Parameters

Responses

Create item for customer

path Parameters

Request Body schema: application/json

Responses

Request samples

Response samples

Delete item for customer

path Parameters

Responses

Get items in conversation

path Parameters

Responses

Response samples

Customers

Create customer

Request Body schema: application/json

Responses

Request samples

Response samples

Find customers

query Parameters

Responses

Response samples

Get customer

path Parameters

Responses

Response samples

Update customer

path Parameters

Request Body schema: application/json

Responses

Request samples