Gladly has a specific set of requirements in order for your IVR to conduct data dips effectively.
Gladly must be able to dip into your system of record via a RESTful, public API call. If you wish to allow it, Gladly makes requests using the set of IP addresses located here.
Your API must accept and respond using JSON payload, and must explicitly set the Content-Type: application/json header when responding back to Gladly requests.
Your API must respond within < 2 seconds. This enables speedy responses to the customer in-IVR
Your API can use Basic Auth for authorization and/or static headers.
Your API must be documented with specific error and success cases, and behave consistently. This enables Gladly professional services and support to help debug your integration better.
Your API must be capable of handling the projected incoming volume of requesters per second. A good way to estimate this is to gauge the peak amount of callers choosing a certain option in your IVR that you will enhance with a data dip. For example, if at peak 500 customers choose to inquire about an order over the course of 1 hour, then that may be a good gauge of volume.
As much as possible, your API should respond with values expected to be read out / sent to the customer. For example, instead of sending 10000 for order total, send $100.00. This enables you to easily grab values in your message/variable nodes to read out or text to customers.
See Set Up Data Dips once you're ready to configure your data dips.