The AfterShip App for Gladly Sidekick provides detailed tracking information for packages, allowing Customers to monitor shipments, get information about exceptions, and resolve WISMO (Where Is My Order) queries.

Benefits

Empower Customer Self-Service & Reduce WISMO Inquiries

Allow Customers to proactively track their shipments and understand exceptions directly through Gladly Sidekick. This reduces "Where Is My Order?" (WISMO) inquiries, freeing up Agent time for more complex issues.

24/7 Accessibility for Customers

Customers can access shipment tracking information anytime, anywhere within Sidekick, without needing to wait for an Agent, leading to a more convenient and immediate self-service experience.

Example Use Case

A Customer can use Sidekick to look up the tracking number and get latest updates, including estimated delivery dates and any transit exceptions.

Available Actions

The AfterShip App supports the following management actions:

• Create Tracking

  Creates a tracking item in AfterShip for a given tracking number. This is necessary because AfterShip does not automatically track orders. This action can optionally associate the tracking with an order_id and order_number in your system.

• Lookup by Tracking Number

  Retrieves detailed tracking information for a shipment using its tracking number.

Data Pulls

The AfterShip App is action-oriented and does not feature traditional, automatic Data Pulls that populate Customer profiles before an interaction. Instead, it empowers Customers with on-demand access to rich tracking information.

AfterShip App Toolkit

Who maintains the integration

The AfterShip integration is built and maintained by Gladly.

How the integration works

The AfterShip App integrates with the AfterShip platform via its AfterShip Tracking API. This allows Gladly to perform queries (e.g. retrieving tracking information) and mutations (e.g. creating a tracking entry). Learn more about AfterShip's APIs at https://www.aftership.com/docs/tracking/quickstart/api-quick-start. To verify which version of the API is used check actions' individual request_url.gtpl files.

Authentication is handled via an API Token included in the request headers.

Setup & Installation

Before You Start

You will need an API Token from AfterShip.

To obtain the API Token, refer to the AfterShip documentation. The API key should be configured in Gladly when setting up the AfterShip app. Ensure the API key has the necessary permissions to create and read trackings.

Installation

AfterShip Custom App

If you want to dive deeper into the technical details of the app you can find it in our app-platform-examples repo. You can always clone it and adapt it to your needs.