Returns a list of agents.

Get an agent profile by their unique id.

Get an agent call recording status.

Update an agent's active call recording status. This API allows changing the recording property.

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

Returns the first 1000 public answers sorted alphabetically by name.

Returns an array of answers configured in Help Center sections with their ID and name

Returns the answer with the provided id.

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

Gladly can send outbound SMS messages globally. By default, your organization is set up to only allow access to your home country. To send SMS messages to other countries, please contact Gladly Support with a P4 designation.

Please be aware that:

• Any automated outbound text messages must comply with carrier acceptable use policies (e.g.: if sending automated messages about order status, make sure customers can explicitly opt-in to text messages), including registering your SMS use cases carriers.
• Text messages send in segments and you pay per segment. We highly recommend using the segment calculator when crafting automated outbound text messages.
• Each type of phone number has a Message Segments per Second limit.

Custom Channels allows for building custom channel integration with Gladly. This functionality is deactivated by default.

Note that the intended use case for custom channels is any non Gladly messaging based supported channel.

Please contact Gladly Support if you would like to activate this API and believe you have a valid use case.

To receive a Custom Channel message, you must first create a Custom Channel and a Custom Channel Entry Point in Gladly Settings -> Custom Channels page. This API will accept messages from the channel integration and process them similarly to built-in messaging channels.

Update message status of Custom Channel messages sent from agents. This allow a Custom Channel integration to set message status to indicate to an Agent that the message has been delivered.

Get conversation metadata such as it's assignee, topics, inbox, etc.

Update conversation assignee, statusor both

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.

Any items created using this API will not be considered part of a conversation, and are non-routable and non-searchable aside from the mobile phone number or email address specified as part of the payload.

Returns the conversation item with the provided id.

To delete an item.

Please note only items of type CUSTOMER_ACTIVITY may be deleted by this API.

Returns the media file associated with the conversation item.

To add items to a customer's timeline.

Any items created using this API will not be considered part of a conversation, and are non-routable and non-searchable aside from the mobile phone number or email address specified as part of the payload.

To delete an item.

Please note only items of type CUSTOMER_ACTIVITY may be deleted by this API.

Get the list of items in the timeline of a conversation. The conversation represents a period of related interactions between a customer and your organization. The list is not paginated and will return at most 1000 items. The items are returned in ascending order by timestamp. The Gladly-Limited-Data header flag in the response will indicate if the conversation has more items than returned.

Adds a list of topics to the conversation. If the topic being added already exists on the conversation, that topic is ignored.

Delete a topic from a conversation.

Adds or removes a list of freeform topics to the conversation. If the freeform topic being added already exists on the conversation, that topic is ignored.

Adds note to an existing conversation.

Returns the note with the provided conversation and note id.

Sends a response to a conversation item

For supported items, the item's content will be removed but the item will remain in the conversation timeline. Supported types are Chat Message, SMS Message, Email, Twitter (decommissioned as of 04/20/23, but can still be redacted), WhatsApp, Voicemail, Phone Call.

Create a new customer with the supplied profile data.

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

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

Max limit of 50 profiles returned, sorted by most recently updatedAt date descending.

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.

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.

Delete a customer and all associated conversations.

All conversations associated with the customer must be closed before the customer can be deleted.

This operation is irreversible.

The user associated with the API token must have both Compliance Admin and API User roles.

Returns a stream of events for the specified entities within the given time range. Responses are streamed using JSONL.

Events are up to 15 seconds behind real-time.

/api/v1/events?startAt=2020-05-20T14:00:00Z&entities=AGENT_STATUS&entities=AGENT_AVAILABILITY

List all schedules. Currently, only one schedule can be configured per organization. The schedule will generate recurring data export jobs with an hourly or daily frequency. By default, each organization has a daily export job configured. To change the job frequency, please contact Gladly Support.

Hourly schedules generate new jobs on a roughly two hour lag after the nextStartAt time. For example, for an hourly schedule with a nextStartAt equal to 2019-01-21T08:00:00.00Z, the next job will be created at approximately 2019-01-21T10:00:00.00Z. Daily schedules will run jobs during the night (UTC time).

List all jobs from the last 14 days using the following optional query parameter:

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

Get a job by unique id.

Delete a job and all associated files. Note: job status must be COMPLETED or FAILED to be deleted.

Download a file generated by a data export job. Filenames can be found from an export job's files field.

Files are returned in .jsonl format where each line is a json object representing an element from the array of data. Please note that, in rare cases, conversation items with invalid attributes may be excluded from the data export. For example:

• An email message that was undelivered due to an invalid recipient email address
• EMAIL / SMS auto-replies sent by Gladly to the customer via a Rule

Examples are as follows with schema below.

agents.jsonl

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

conversation_items.jsonl

{"id": "ybP4szYCSy6LdV4DNwEd6g","conversationId": "9BcE2O0DQ2ynGHRmk9FeoA","customerId": "OOrlNMXeS72gs_WEX2TtMg","timestamp": "2019-07-01T11:46:45.010Z","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": "2019-07-02T06:30:12.070Z","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": "QN1nURRuRne_eAEhW45UMA","conversationId": "9BcE2O0DQ2ynGHRmk9FeoA","customerId": "KgnVOMc2TbiA3zad6iVlWA","timestamp": "2020-04-21T00:44:33.690Z","initiator": {"type":"AGENT","id":"VjeJI9_GRUS_LUjKLcNlBw"},"responder":{"type":"CUSTOMER","id":"KgnVOMc2TbiA3zad6iVlWA"},"content":{"startedAt":"2020-04-21T00:44:34.604Z","answeredAt":"2020-04-21T00:44:45.515Z","completedAt":"2020-04-21T00:44:57.130Z","from":"+12096248260","to":"+14155335980","recordingUrl":"/api/v1/conversation-items/QN1nURRuRne_eAEhW45UMA/media/recording","recordingStatus":"AVAILABLE","recordingDuration":11,"type":"PHONE_CALL"}}
{"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"]}}
{"id": "VMn_5L1iTPmcM5DBP1U8oQ","conversationId": "9BcE2O0DQ2ynGHRmk9FeoA","customerId": "KgnVOMc2TbiA3zad6iVlWA","timestamp": "2020-04-21T00:56:03.712Z","initiator": {"type":"CUSTOMER","id":"KgnVOMc2TbiA3zad6iVlWA"}, "content":{"startedAt":"2020-04-21T00:55:50.703Z","recordingUrl":"/api/v1/conversation-items/VMn_5L1iTPmcM5DBP1U8oQ/media/recording","recordingStatus":"AVAILABLE","recordingDuration":13,"type":"VOICEMAIL"}}
{"id": "SShWgSCHSHy6EO5TiL7rNw","conversationId": "gHuxLQNXSAmmWuNePSyVTw","customerId": "0EphnSIJR0ycjMWFTf-GXA","timestamp": "2020-04-20T23:58:51.941Z","initiator": {"type":"AGENT","id":"LsFXSnO6Ty6gdnyH6y8yug"},"content":{"type":"CONVERSATION_STATUS_CHANGE","status":"CLOSED"}}
{"id": "DnaU23pZSIqOixATlII1vA","conversationId": "HXRqKC5GSV-jAlq0-sxYTA","customerId": "o2sg-TMTSD2rTwMuxzewbA","timestamp": "2020-04-24T23:42:57.780Z","initiator": {"type":"AGENT","id":"zGaHXjD4SR-moMR9LbULDA"},"content":{"type":"CONVERSATION_NOTE","body":"Customer has requested more information about our loyalty program."}}

customers.jsonl

{"id": "OOrlNMXeS72gs_WEX2TtMg","name": "Martha J Williams","address": "563 Rigoberto Station Apt. 197","emailAddresses": ["Martha.Williams@gmail.com"],"phoneNumbers": ["+17244895501"],"externalCustomerId": "a21c1636-c622-48b7-bf6a-d9032645aa55"}

topics.jsonl

{"id": "uu4t00vITaKQ3bVjU2UrGQ","name": "Order Returns","disabled": false}

Returns a custom attribute that matches the provided custom attribute id.

Returns a list of inbox metadata.

Get the metadata for an inbox by its unique id.