Best Practices

Lookup Adaptor Best Practices

• Keep Response Times Low: Use less than five-second response times​ for all POST and GET requests.

• Conduct Adequate Load Testing: Load testing based on the projected highest Contact volume and Agent activity.

• Build Securely: Implement at least one form of authentication.​

  • Basic

  • Header-based token

  • Request signing​

• Consider Only Allowing Gladly IP Addresses to Access Your Lookup Adaptor: Gladly requests your Lookup Adaptor using a set of static IP addresses in sandbox and production. ​

• Consider Implementing Visual Cues for Agents:  

  • For example, consider sending an image attribute inside your DETAILED lookup responses on the Customer Profile to indicate customer tier

  • Or consider sending an emoji (e.g., 🟢) as part of customAttribute or transaction value to visually indicate something about the value (e.g., set customAttributes.customerType to 🟢 Verified Customer)

• Keep Images Small: When sending over links for images, send a smaller image to minimize browser download and display times.