Technical Planning
  • 09 Sep 2022
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Technical Planning

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This phase of your Gladly integration is the time to hone in which tools best serve your process. The purpose of this guide is to provide a high-level overview of options that help you provide radically personal service and center Customers in your conversations.

Gladly API Overview

We believe Customer Service is best when it's a conversation. That means more than just one-off questions or issues. It's about making the Customer feel known, valued, and respected for the individuals they are: skills we know your Agents excel at.

The Gladly API was built to help facilitate those relationships, providing Agents with rich Customer context they need to deliver seamless experiences.


You can access the REST API via HTTPS at your organization's Gladly domain, such as


Resources follow REST semantics and utilize industry-standard HTTP verbs, response codes, and authentication schemes. In addition, all responses and payloads are in JSON with consistent error codes and formats.

Gladly Webhooks

Gladly also provides Webhooks you can utilize to notify you in real-time as Events happen in Gladly.

Gladly Sidekick SDKs

The Gladly Sidekick is an embeddable UI element that lives on your website, iOS or Android application. On the Web, it allows Customers to search for answers or talk and interact with your team in real-time. On iOS and Android, the Sidekick does not yet support self-service, but does allow customers to chat with you. The Gladly Sidekick SDKs enable you to have programmatic control of the Gladly Sidekick.

Gladly has Web, iOS and Android SDKs.

Gladly Lookup Adaptor

If the need for agents to pull key Customer details from external sources is front and center in your integration needs, the Gladly Lookup Adaptor could be your best bet.

Like the REST API, the Lookup Adaptor is specified using REST semantics and exchanges JSON requests and responses authenticated and signed with secure keys.

Gladly will perform lookups when certain activities occur within Gladly, such as when a Customer's Profile is loaded.

Gladly Help Center

You can embed the Gladly Help Center on a page in your website, and customize the look-and-feel using CSS classes.

Next steps

Setup and Testing

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