Export Tool (Beta Feature)

The Support Tools Portal is a web-based application that provides a user-friendly GUI wrapper around Gladly's REST APIs. It enables customers and support teams to perform common API operations without writing code, significantly reducing manual work and technical barriers.

Beta testing

This tool is currently in beta testing as we collect feedback and continuously improve its features and capabilities.

Access

1. Go to https://support-tools.gladly.tools/.

   • Username – Enter your Gladly email address which is the same email address you use to access Gladly.

   • API Token – Log into Gladly Team and generate the API Token by going to Setting > API Tokens > Create Token. The token will remain visible for you to copy and paste in to the the API Token field.

     • Note – You have have the API User permission assigned to you to create tokens. Save the token in a safe place (e.g., 1Pass) so you can use it again later to access the tool instead of generating a new token.

   • Gladly URL – Enter your Instance URL: This is your Gladly instance URL (e.g., us-1.gladly.com)

2. Click Authenticate.

Once connected, you'll see the sidebar with five sections: Configuration, Conversations, Bulk Close, Logs, and IVR.

Pick a type of export

Use the table of contents on the right side of the page to get to the sections listed below:

• Configuration – Export your Gladly configuration data (topics, Inboxes, answers, and audiences) to CSV for auditing or reference.

• Conversations –  Export Conversation records and metadata, from a single Conversation to bulk date-range reports with handle times, channels, and Agent assignments.

• Bulk Close – Close Conversations or Tasks in bulk by uploading a CSV of IDs, with optional topic application and a downloadable results file.

• Logs  – Look up detailed call event timelines for a specific phone call to troubleshoot routing or audio issues.

• IVR – Download all IVR prompt recordings and their associated IDs as a ZIP file for backup or review.

Configuration Exports

Export your Gladly configuration data to CSV format. These exports give you a snapshot of your current setup and are useful for auditing, onboarding documentation, or planning configuration changes.

Export Topics

Downloads a CSV of all Topics configured in your Gladly instance.

Use case: Audit your topic taxonomy, review which topics are active or disabled, or prepare a mapping document for a configuration update.

Export Inboxes

Downloads a CSV of all Inboxes configured in your Gladly instance.

Use case: Review your Inbox routing structure, identify unused or disabled Inboxes, or document your inbox configuration for training purposes.

Export Answers

Downloads a CSV of all Answers (canned responses) in your Gladly instance. This is one of the larger exports, as it includes the full response content for each channel.

Use case: Audit your answer library for accuracy and consistency, review content across channels, plan content updates, or export for translation workflows.

Export Audiences

Downloads a CSV of all Audience segments configured in your Gladly instance.

Use case: Review your audience segmentation setup or document audience configuration for team reference.

Conversation Exports

Export conversation data from your Gladly instance. These exports provide detailed Conversation-level and Contact-level data for reporting and analysis.

Export Conversation (Single)

Export a single Conversation by its ID. Returns a CSV containing every Conversation item (message, note, activity) within that Conversation.

Input: Conversation ID (found in the Gladly URL or conversation details panel)

Use case: Deep-dive into a specific conversation's full history, review all messages and activities in sequence, or audit a conversation for quality review.

Customer Conversations

Export all Conversations for a specific customer. Returns a ZIP file containing two CSV files:

Input: Customer ID (found in the Gladly URL when viewing a customer profile)

File 1: conversations.csv

File 2: conversation-items.csv

Same columns as the single Export Conversation format above.

Use case: Pull a customer's complete interaction history for account review, escalation investigation, or data migration.

Export Conversation Contact Information

Export Conversation-level metadata and contact information for all Conversations created within a date range. This is the primary reporting export for Conversation analytics.

Inputs:

• From date — Start of the date range

• To date — End of the date range

Use case: Build operational reports, analyze handle times, measure FCR rates, review channel mix, or audit topic application across a date range.

Export Conversations with Freeform Topics

Same as the Contact Information export above, with one additional column:

Inputs:

• From date — Start of the date range

• To date — End of the date range

All other columns are identical to the Contact Information export.

Use case: When you need the same analytics as the Contact Information export but also want to include any custom attributes (freeform topics) applied to Conversations.

GET File Export

Browse and download completed export jobs that have been run via the Gladly API. These are the large-scale file exports that Gladly generates asynchronously.

All-time / multi-day historical raw transcript data can only be generated by Gladly Support. However, the Get File Export feature makes it easier to comb through large data with more targeted results.

Inputs:

1. Click Export.

2. Click Find Jobs to retrieve the list of available export jobs and enter the job ID in the field you’re provided to find the correct export (shows job ID, date range, and timestamp).

3. Select a job from the dropdown and provide the following information if necessary for more targeted results.

   • Contact Information – Search for conversation items where content.from or the customer's emailAddresses/phoneNumbers match. Supports exact emails, E.164 phone numbers, or domain patterns (@example.com).

   • Digital Transript Search – Search (case-insensitive) for any transcript body, email subject, or topic added/removed matching any of the phrases.

4. Choose format: CSV or JSON

5. Click Export.

Each export job is a ZIP file containing:

Use case: Download bulk data exports for BI tools, data warehouses, or offline analysis. These are typically scheduled exports that run on a recurring basis.

Events

Export Events

Export Events allows you to download event data from your Gladly instance using the Events API. Events represent specific actions or occurrences within Gladly (such as conversation status changes, agent assignments, customer interactions, and system activities). This tool provides a simple interface to export these events into either CSV or JSON format for analysis, reporting, or integration purposes.

Gladly's Events API provides granular system activity data, but accessing it typically requires API knowledge and scripting. This tool makes event data accessible to non-technical users who need to audit system activity, troubleshoot issues, generate reports, or export data for compliance.

What Gets Exported:

You can export event data including:

• Event types you select via checkboxes (one or more).

• Event timestamps and metadata.

• Associated conversation IDs and customer information.

• Agent details and system information.

• Event-specific data fields depending on the event type selected.

Available export formats:

• CSV - Spreadsheet format for analysis in Excel/Google Sheets.

• JSON - Structured data format for technical integrations or custom processing.

When You'd Use This:

• Recent Activity Audit: Review what happened in your instance over the past 24 hours.

• Troubleshooting: Export events related to a specific incident or customer complaint.

• Reporting & Analysis: Generate custom reports on event activity and patterns.

• Compliance: Document system activity for audits and maintain records.

How it works:

1. From the Events tab, select one or more event types using the checkboxes.

2. Select the start and end date/time (within the 24 hour window allowed).

3. Select the Entity Types:

   • AGENT_AVAILABILITY

   • AGENT_STATUS

   • CONTACT

   • CONVERSATION

   • CUSTOMER

   • PAYMENT_REQUEST

4. Choose your export format (CSV or JSON).

5. Click Export.

6. Download the generated file.

Bulk Close

Perform bulk operations on conversations and Tasks by uploading a CSV file. These are action tools, not data exports — they modify records in your Gladly instance.

Close Conversations

Upload a CSV to bulk-close conversations and optionally apply a topic to each one before closing.

CSV format: One column named conversationId, with one conversation ID per row. A sample template is available for download within the tool.

Optional input: Topic ID — If provided, this topic will be applied to every conversation before it is closed.

How it works:

1. Upload your CSV file

2. Optionally enter a Topic ID to apply

3. Click Start Bulk Close

4. Confirm the action in the dialog

5. The tool processes each Conversation and displays real-time progress

6. When complete, download a Results CSV with the success/error status for each Conversation

Use case: Close out a batch of stale or resolved Conversations, clean up after a migration, or apply a disposition topic in bulk.

Close Tasks

Upload a CSV to bulk-close Tasks. The tool preserves each Task's current assignee during the close operation.

CSV format: One column named taskId, with one task ID per row. A sample template is available for download within the tool.

How it works:

1. Upload your CSV file

2. Click Start Bulk Close

3. Confirm the action in the dialog

4. The tool retrieves each Task's current assignee, then closes the task while maintaining the assignment

5. When complete, download a Results CSV with the success/error status for each task

Use case: Bulk-close completed or outdated Tasks, clean up task backlogs, or close Tasks associated with a decommissioned workflow.

Logs

Look up event-level data for troubleshooting and investigation.

Call Events

Download participant events for a specific phone call Conversation item. This provides a detailed timeline of everything that happened during a voice call.

Input: Call Conversation Item ID — This is the ID of the specific phone call item within a Conversation (not the conversation ID itself). You can find this in the Conversation details or via the Gladly API.

Output: A detailed log of call events such as ringing, answering, holding, transferring, and hanging up, with timestamps for each participant.

Use case: Troubleshoot call routing issues, investigate dropped or transferred calls, audit Agent call handling, or verify call timing for quality reviews.

IVR

Export IVR (Interactive Voice Response) recording data from your Gladly configuration.

IVR Recording Export

Download all IVR recordings and their associated IVR IDs as a ZIP file. The ZIP contains the audio files (MP3 format) for every IVR prompt configured in your instance.

Output: A ZIP file named ivr-recordings.zip containing MP3 audio files. Each file is named with its IVR prompt name.

Use case: Back up your IVR recordings, review prompt audio for quality or compliance, or prepare recordings for migration to a new system.

Tips and Notes

• Date ranges: When exporting Conversation data by date range, dates use your browser's local timezone. The exported CSV will include a Timezone Filter column showing which timezone was applied.

• Large exports: For very large date ranges, consider using the GET File Export option, which leverages Gladly's asynchronous export jobs designed for high-volume data.

• IDs in exports: Most exports include Gladly-internal IDs. You can use these IDs to cross-reference data between exports or look up specific records in the Gladly UI by constructing a URL (e.g., https://yourcompany.us-1.gladly.com/customer/{customerId}/conversation/{conversationId}).

• Bulk Close is irreversible: The Bulk Close operations modify live data. Always review your CSV carefully and confirm the count in the dialog before proceeding. Download the Results CSV afterward to verify success.

• Beta notice: This tool is currently in Beta release. If you encounter issues or have feedback, contact Gladly Support.