Logging Completed DocuSigns in Gladly


DocuSign is electronic signature software that is loved for how easy it is to sign, prepare, act on, and manage agreements. Some of our customers like to use DocuSign to collect signed documents from their Customers. Fortunately, integrating Gladly and DocuSign has never been easier thanks to Zapier.

This tutorial will lead you through the process of connecting DocuSign to Gladly so that every time an Envelope is sent or created, it is logged in the Customer's timeline in Gladly.

Getting started

To successfully complete this tutorial, you will need:

Logging a Completed DocuSign Document in Gladly

Step #1: Create a new Zap

If you're new to Zapier, don't worry! Zapier provides a wonderful guide on how to get started creating Zaps.

Hint: Don't forget to give your Zap a descriptive name!

Step #2: Create a trigger in DocuSign

For the first action of your new Zap, search for and choose DocuSign as the App and Envelope Sent or Completed as the Trigger Event. This means that every time an envelope is sent or created in DocuSign, this Zap will be triggered.

You will need to sign in to your DocuSign account in this step.

Step #3: Customize the Envelope

To make sure that the Zap is only triggered when the Customer completes an Envelope, select Completed for the Status field when customizing your Envelope.

Step #4: Create an Item in Gladly

For the next Action, search for and choose Gladly (1.0.1) as the App and Create Item as the Action Event. This will create a new Item in a Customer's Gladly timeline.

Authenticate: At this point, you will be asked to authenticate with your Gladly account. This is where you need your Gladly username and API token. If you need help generating an API token, check out the developer docs.

Hint: The Gladly URL will generally be https://{YOUR-COMPANY-NAME}.gladly.com

Step #5: Customize the Conversation Item

Now you can customize how this DocuSign Envelope will appear in the Customer's timeline.

Customer Email Address: Select the Recipient Signers Email from the DocuSign Envelope to link the item to the right Customer in Gladly.

Content Title: Give the item a descriptive name.

Content Activity Type: Select ****"ISSUE" to make the icon next to the Customer Activity in the Gladly timeline show up in a way that makes sense to the Agents.

Content Source: Type "DocuSign" so that the Customer Activity will indicate that the document came through Docusign.

Content Link Url: Add the Documents Download Link from the DocuSign payload to provide a link back to the document from Gladly.

Content Link Text: Type words that will hyperlink to the URL you added in "Content Link Url".

Step #6: Test your Zap!

You're all done with setup! How easy was that?

Make sure to test your Zap by completing a document in DocuSign and confirming that the activity shows in the Customer's Gladly timeline.

You can also check that everything went through your Za by going to the Task History menu on Zapier.