The Fillout app lets a Gladly Workflow read Fillout form submissions the way Fillout recorded them, not the version that ended up in an email, which is not already in JSON format. A Workflow can find a Customer’s submission using nothing but their verified Gladly email, retrieve one exact submission when a notification already carries an ID, and confirm the submitter’s identity against the Gladly customer before any answer is released.
The app is read-only
It never writes to Fillout and never changes Gladly data on its own.
Key benefits
Find a submission with nothing but a verified email
The app can look up a customer’s most recent matching submission on an allowed form using their independently verified Gladly email. No Fillout form ID, submission ID, or link needs to appear anywhere in the inbound message.
Choose which forms are readable
An administrator can restrict retrieval to a specific set of forms, or leave it open to every form in the connected Fillout account.
Read-only by design
The app never writes to Fillout and never changes Gladly data on its own. It submits nothing, updates nothing, and creates no Tasks or Topics – a Workflow decides what to do with what it returns.
Supported features
The Fillout App Platform integration is available in the following areas of Gladly:
Gladly Workflows
A Workflow calls one of three actions and branches on the result: find a customer’s submission by their verified email, retrieve one exact submission by ID, or look up a form’s questions. This version does not add a Customer Profile card and does not perform Customer Profile data pulls. The app runs only when a Workflow calls it.
Details
What data can you access
Whether a lookup succeeded, and separately whether the submitter was verified
The form ID and submission ID that were retrieved or matched
The email address on the submission
The date the submission was made and last updated
Any answers you request by question ID, returned in the order you asked for them
Optionally, every answer on a submission – but only once the submitter has been verified
How many answers a submission holds
How does customer matching work?
The Workflow resolves the Gladly Customer independently and passes that verified email address to the app. The app compares it against the answer to the identity question on the submission, ignoring case and surrounding spaces. By default the identity question is auto-detected as the submission’s sole email-type answer; if a form has more than one email question, an administrator must pin the identity question explicitly, or the app risks verifying the wrong person against a submission.
Addresses match – the result is marked verified, and its answers are returned.
Addresses do not match – when retrieving one exact submission, the result carries an identity-mismatch error and no submission data at all; when searching by email, that submission is simply left out of the results.
No address is passed – the lookup still succeeds and returns the submitter’s email, but no answer content is returned. This supports Workflows that need to look up a submission before the Gladly customer is known.
Because of that third case, Workflow steps that act on submission content should branch on the app’s verification signal, not on whether the lookup merely succeeded.
Key use cases
1. Find a customer’s submission with no identifier in the message
Use case: A customer emails support about a form they filled out, but the notification never included, or no longer includes, a submission ID.
How it works: The Workflow resolves the Gladly customer’s verified email and asks the app to find that customer’s matching submission on an allowed form. The app verifies the match and returns the answers the Workflow asks for.
Business impact: Support does not need customers to dig up a confirmation email or copy a submission ID – the Workflow finds the record on its own.
2. Self-service setup without leaving Gladly
Use case: An administrator is configuring a new Workflow and needs a form’s question IDs.
How it works: A lookup against the form returns every question’s name, ID, and type in one call.
Business impact: No need to call Fillout’s REST API by hand or dig through a schema export – the IDs a Workflow needs are one call away, and always the ones that actually appear on a submission.