Overview

Introduction to App Platform

Gladly’s App Platform enables seamless integration with external systems, extending Gladly's functionality through a powerful and flexible bridge. With Apps, you can enhance Sidekick by triggering Actions or retrieving custom data from external sources. In the Hero interface, the App Platform enriches the Customer Profile with external data, powering Customer Cards and the Rules engine.

At its core, the platform follows a “write once, use everywhere” principle—enabling you to create integrations that work seamlessly across Gladly, from customer-facing experiences in Sidekick to agent-facing views in the Hero interface.

Before you start

Before you build a custom App, look at Gladly’s suite of app integrations. We may already have an app you can utilize.

Benefits

Increased Agent Productivity

Streamline Hero workflows by centralizing access to Customer data.Thanks to having comprehensive Customer information, Heros can deliver fast, seamless and informed support.

Enhanced Self-Service

By providing Customer AI with data from your external systems, the App Platform enables Customers to find answers easily, complete tasks, and resolve issues independently. This leads to higher Customer satisfaction and reduces the need for agent intervention.

Seamless System Integration

Extend Gladly's capabilities by easily connecting with a wide array of external platforms and services, bringing crucial third-party data and functionality directly into your Agent and Customer interactions.

Powerful Automation

The App Platform supercharges Gladly's Rules and Routing. It allows you to trigger custom workflows from any external system directly into the routing decision process. This ensures customers are not just routed efficiently, but based on most relevant information from all your business systems.

Use Cases

Instant Order Answers (WISMO Solved)

Customers self-serve real-time tracking in Sidekick; agents see full order details instantly.

Self-service Returns & Exchanges

Customers easily check eligibility and initiate returns/replacements via Sidekick, integrated directly with your OMS.

Smart Routing, Powered by Your Data

Prioritize and route customers with precision using real-time data from any external system, getting them to the right Hero, faster.

Boost Loyalty, In Every Interaction

Agents see loyalty status & points, proactively offering rewards.

App Platform vs Lookup Adaptors

Write Once, Use Everywhere

The core principle behind App Platform is efficiency and seamlessness. We aim to provide the tools and resources for you to write integration code once and have it surface elegantly across various Gladly experiences.

No Need for External Hosting

With App Platform, you no longer need to host your applications externally. The platform is designed so that application functionality either resides within the Gladly platform or utilizes Gladly's existing infrastructure. This simplifies deployment and reduces operational overhead.

Leverage the Appcfg CLI

The appcfg command-line tool is provided to streamline the development, testing, and building of your Gladly App Platform applications.

Configuration-Driven Development (CDD)

App Platform follows a CDD model, allowing for extensive customization and adaptation to specific business needs through configuration rather than requiring modifications to the underlying code. This approach enhances flexibility and simplifies maintenance.

Should we build an App Platform App?

Consider building a Gladly App Platform app if you have specific integration needs that are not met by existing solutions. Gladly provides a repository of example apps. These out-of-the-box apps can be installed directly or adapted to fit your requirements. Developing a custom app platform requires technical resources and experience in API integration and development. If you do not have these resources in-house, Gladly can recommend experienced contractors to assist you with the development process.

Initial setup

Thanks to appcfg, you can develop apps, even without a Gladly Sandbox environment. When you are ready to test your app, contact Gladly Support or whenever you have questions or need guidance while developing on App Platform.