Slack is collaboration software that is loved for its organized conversations, searchable history, and easy integration abilities. Some Gladly customers use it to communicate internally among teams. Fortunately, integrating Gladly and Slack has never been easier thanks to Zapier.
This tutorial will lead you through the process of connecting Gladly to Slack so that every time a customer reaches out, you are notified via Slack message.
To successfully complete this tutorial, you will need:
If you're new to Zapier, don't worry! Zapier provides a wonderful guide on how to get started creating Zaps.
For the first action of your new Zap, search for and choose
Hint: Don't forget to give your Zap a descriptive name!
Conversation Created as the Trigger Event. This means that every time a Conversation is created in Gladly, this Zap will be triggered.
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.
Gladly URL will generally be
Create the next step in your Zap. Choose the Gladly application again, but this time use the
Get Conversation Items Action Event.
Choose your gladly account.
ID from the
Conversation Created payload as the
Conversation Id when customizing this Action Event to pull in Conversation Items from the newly created Conversation.
Create another step in your Zap, but this time choose the Slack application and the
Send Channel Message Action Event.
After you authenticate with your Slack account, you will need to choose the Slack workspace that you wish to connect to.
Customize the Slack message that will be posted with the following fields:
Channel: Specify the Slack channel that you want this message posted to.
Message Text: You can include any content here that you think is relevant, but we recommend using
Conversation Items Conversation Items Content Content (the content of the incoming communication from the Customer) from the
Get Conversation Items payload.
You're all done with setup! How easy was that?
Make sure to test your Zap by creating a new Conversation in Gladly. Next, go to the Slack channel that you connected and make sure there is a new message.
You can also check that everything went through your Zap on Zapier by going to the
Task History menu.