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Before you start

Review the following information before you connect Optimizely Data Platform to Gladly.

Make sure you have Administrator access to Optimizely Data Platform.
Optimizely Data Platform can detect when Conversations are opened and closed. In the future, it'll be able to detect if Conversations are reopened as well.

Add Optimizely Data Platform to Gladly

From the Apps page, click Add App > Optimizely.

From the Add New Optimizely App page, enter the following information:
- Name – Enter a name that will help you identify the Optimizely Data Platform instance.
- Optimizely Public Key – Enter the unique Tracker ID (API Key) from Optimizely Data Platform. All Optimizely Data Platform APIs and SDKs use Tracker ID to determine where to send data.
  - From the Optimizely Data Platform dashboard, click Settings > APIs to find the Tracker ID.
Click Save App.

Once Optimizely Data Platform is linked to Gladly, you'll need to set up your Customer custom fields to view them in the Optimizely Data Platform dashboard.

Set up custom fields in Optimizely Data Platform

Click Settings from the Optimizely Data Platform dashboard (top right corner of the page).
Click Object & Field.
From the Object & Fields page, configure the following fields:
- Open Conversations
  - Object Containing New Field – Select Customers.
  - Field Display Name – Enter "Has Open Gladly Conversation".
  - Field Name – Enter "has_open_gladly_conversation".
  - Field Type – Select True / False.
- Closed Timestamp
  - Object Containing New Field – Select Customers.
  - Field Display Name – Enter "Gladly Conversation Closed Ts".
  - Field Name – Enter "gladly_conversation_closed_ts".
  - Field Type – Select Date & Time (timestamp).

Next, you must create filters based on the Gladly events of opening and closing Conversations. You probably have your own workflows to do segmentation in Optimizely Data Platform, so below are some tips on creating filters and behaviors based on the Gladly data.

Create Filters

To create a filter based on the Gladly events of opening and closing Conversations. See Create and Manage Filters to learn how to create filters in Optimizely Data Platform.

Has Closed Gladly Conversation

Name – Enter "Gladly Conversation Closed" or any name to help you identify this filter.
Visibility – Select "Personal".
Feed – Select "Events".
FilterElements – Select Event Type = gladly_conversation.
- Click +And to add a new element. Select Event Action = closed.

Has Open Gladly Conversation

Use the same filters as Has Closed Gladly Conversation, except Name should say "Gladly Conversation Open" and Event Action should = "open".

Once your filters are set, continue to set up Behaviors.

Set up Behavior

Use Behaviors to mimic actions your Customers perform when interacting with your company. Implement Behaviors with Dynamic Grids to personalize communication with your Customers. See Create and Manage Behaviors to learn more about Behaviors and how to set it up in Optimizely Data Platform.

Remember that your setup's Behaviors depend on the type of automation flow you want to accomplish.

Behavior Examples

Example of Behavior for "Opened Conversation in the last 2 days" and "Closed Conversation in the past month".

Do reopened Conversations trigger events in Optimizely Data Platform?