Gladly’s Endear integration surfaces the shopper’s Endear clienteling profile directly on the Gladly Customer Profile: their assigned store associate, spend and orders, tags, marketing consent, store notes, tasks, the associate’s recent outreach and in-store appointments. Team members can add a note for the store, create an Endear profile, and book, reschedule or cancel appointments without leaving the Conversation.
Key benefits
See the store relationship at a glance
One card shows who the shopper’s associate is, what they have spent, how they are tagged and whether they accept marketing, followed by the store’s notes, tasks, the associate’s latest outreach and appointments. Support and the store work from the same picture of the customer.
Hand off to the store in one step
A note written in Gladly appears in the associate’s Endear timeline straight away, attributed to your support desk’s Endear user, so the store can follow up without a phone call or a forwarded email.
Book and manage in-store appointments
Team members book an appointment on the store’s booking page from the Conversation, and Endear emails the customer the confirmation. Rescheduling emails the customer the new time by default, and a cancellation can include a note to the customer or be sent quietly.
Always the right shopper
The card only shows Endear profiles whose email address or phone number exactly matches the Gladly customer. If Endear holds the same shopper twice, both profiles are shown side by side, so nothing is hidden.
Changes are attributed to your support desk
Notes, tasks, associate assignments, new profiles and appointment changes are recorded in Endear as coming from the support desk user you choose, so associates know a change came from Gladly. Tag and profile field changes are the exception: Endear records them without an author.
Supported features
The Endear App Platform integration is available in the following areas of Gladly:
Gladly Team
One card is available on the Customer Profile, and five forms are available from the Conversation’s compose menu: add a note, create a profile, and book, reschedule or cancel an appointment. When a team member opens a Conversation, the card looks the customer up in Endear by their email addresses and phone numbers and renders the matching profile alongside the Conversation.
Every form that acts on existing Endear records presents them as a picker over this customer’s own data, never a free-text box: the profile to add a note to, the booking page and calendar to book on, and the appointment to reschedule or cancel. The reschedule and cancel pickers list upcoming appointments only.
Gladly AI
All 17 actions can be added to Gladly AI and Workflows, including ones that have no form in the customer profile view: creating and updating tasks, assigning associates, adding and removing tags, and setting profile fields.
Details
What data can you access
Profile
Name, email addresses, phone numbers, address and birthday
Assigned store associates
Tags and custom profile fields
Spend, number of orders and items, average order and refunded amount, shown once the shopper has orders
First seen date, and where the profile came from (for example, Shopify)
Email and SMS marketing consent
The associate’s latest cart link and when it was sent
Whether the profile is archived in Endear
Store notes
The most recent notes: title, text, author, store, tags and date
Each note’s comment thread
Tasks
Title and details, due date and time in the task’s own time zone, and whether the task repeats
Assignees, author and store
Status: open, due, or completed
Associate outreach
The associate’s recent conversations with the shopper: channel, status, subject, a preview of the latest message, who sent it and when
Appointments
The most recent appointments: type, start and end time in the appointment’s time zone, status, associate, location, and the customer’s notes
Upcoming appointments list first; cancelled and past ones follow
Available actions
Notes: add a note, edit a note, and comment on a note
Tasks: create a task for a store associate (with an optional due date and assignee), update it, complete it, or reopen it
Associates: assign an associate to the customer, or remove one
Profile: add or remove a tag, set a profile field, or create an Endear profile for a customer who has none
Appointments: book, reschedule, or cancel an appointment, or re-send the reschedule notice to the customer
How does customer matching work?
The app searches Endear with every email address and phone number on the Gladly Customer Profile, and keeps only profiles that match exactly: an email address that equals one of the customer’s (ignoring capitalization), or a phone number with the same digits. A 10-digit number without a country code is read as a US number, and a number with fewer than 10 digits is not used for matching. Numbers stored in different national formats, such as a UK number saved as 07911 123456 in one system and +44 7911 123456 in the other, do not match.
If more than one Endear profile matches, the card shows each of them. A Gladly customer with no email address or phone number gets no lookup, and the card says no Endear profile was found. A profile created from Gladly can take a few minutes to appear on the card while Endear indexes it.
Key use cases
1. Answer a question about what the store promised
Use case: A customer writes in about something their stylist said they would do.
How it works: The team member reads the store notes and the associate’s latest outreach on the card, and sees who the associate is and the customer’s tasks and their status.
Business impact: The customer gets an answer in the first reply, without support calling the store to ask.
2. Book, move or cancel an in-store appointment
Use case: A customer wants a private styling appointment, or needs to change one.
How it works: The team member opens Book appointment from the compose menu, picks the booking page and calendar, the date, time and length, and books it. Endear emails the customer the confirmation. Reschedule and Cancel work the same way from the customer’s upcoming appointments. If the time is not open on the store’s calendar, Endear refuses and the team member picks another time.
Business impact: Appointment requests are handled in the Conversation, and the store sees the booking in Endear immediately.
3. Hand a VIP off to their associate
Use case: A VIP customer writes in with a sizing issue their associate should handle personally.
How it works: The team member adds a note for the store from the compose menu. Gladly AI can also create a task for the assigned associate with a due date, or assign an associate if the customer has none.
Business impact: The associate picks up the follow-up in Endear with the full context, and the customer’s relationship with the store stays with the store.