The Endear app is set up from Gladly’s Settings. You will need an Endear API key and the user ID of an Endear user for your support desk, both explained below.
Before you start: get your Endear API key and its permissions
Create an API key in Endear under Settings > Integrations > Add Integration > API. Keys are per brand, so a second Endear brand needs a second Gladly configuration.
Endear sets an API key’s permissions on its side, so ask Endear support to enable these scopes on the key:
read_customer_pii, read_orders, read_appointments, read_notes, read_tasks, read_messages
write_customers, write_notes, write_tasks, write_appointments
Without read_customer_pii, Endear returns empty profiles and the card shows nothing useful.
Before you start: choose an Endear user for your support desk
Changes made from Gladly are attributed to one Endear user. Create a dedicated user such as “Gladly Support” rather than using a person’s account, and note its user ID from Endear admin > Users.
Step 1: Open the Apps settings
In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.
Step 2: Create a configuration
Click the Create Configuration button. When prompted for the External App, choose the Endear app (gladly.com/endear), picking the latest version available.
Step 3: Enter your Endear API key
Paste the API key from Endear into the API key field.
Step 4: Enter the Endear user ID for the Gladly desk
Enter the user ID of the support desk user you chose; it is required. Notes, tasks, associate assignments, new profiles and appointment changes are refused until it is set.
Step 5: Set a default time zone (optional)
Enter a standard time zone name such as America/New_York or America/Los_Angeles. It is used for task due dates and appointment bookings made by Gladly AI or a Workflow that does not give a time zone. The agent forms always send one, since the booking form uses the booking page’s time zone for the date and time the team member picks. If this field is left blank, Eastern time (America/New_York) is used.
Step 6: Add the Endear card to the Customer Profile
Save the configuration, then add the card in Settings > Agent Experience > Customer Profile: hover between two existing cards until the green + appears, select it, choose App Platform Card, then pick your Endear configuration and the Endear card. Full directions: Organize the Customer Profile.
Step 7: Add the agent actions
Installing the app does not put the five forms (add note, create profile, book appointment, reschedule appointment, cancel appointment) in the compose menu. Add them in Settings > Agent Experience > Agent Actions, one at a time: give each a Label, choose your Endear configuration under App / Configuration, choose the Action, select Add, then Save the page. The Endear configuration must be saved and active first, since an Agent Action can only reference an active App Configuration. Full directions: Set up Agent Actions.
To let Gladly AI use the actions, add them in the Gladly AI settings.
Contact Support
Users assigned the Team Manager or Administrator roles can contact Gladly Support. Log into Gladly as one of these roles, click the hamburger menu on the top-left corner, then click Contact Gladly Support. Gladly Support’s primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.
Please select the correct business impact (P1 to P4).
Most requests should be sent as a P4.