Suppose your company has integrated Gladly with external systems like Shopify, Magento, etc. In that case, it's possible to pull additional information about the Customer from the external system and include them in the Customer's Profile by linking them. This could be information like their order details and history (if pulled from an OMS), loyalty information, flight information, etc.
Customer Profiles linked to an external source/app display a purple link icon. Hovering over 
displays the external sources the Profile is connected to and pulling data from.
Auto-linking Customer data between Gladly and an external system
When adding a new Customer to Gladly by entering their email and/or phone number in the Customer Profile, Gladly can automatically match the entered information with an external system and pull all the information about the Customer to the Customer Profile. Administrators manage and activate Auto-linking on an integration's configuration page.
Manually link and unlink Customer data from an external system
Link
Agents can manually link a Customer to an external system by clicking Link to external customer in the Customer Card.
On the Link Customer to External System page, search external systems on the left side of the screen by using the Customer's email address and/or phone number.
Click the Search In field and select which external system to search (e.g., Shopify, BigCommerce, etc.). If you're unsure which system to search, select All Unlinked External Systems.
Search the chosen external system by entering the Customer's email address and/or phone number.
Note – If searching Shopify, the Order Number field allows you to search for the Customer using an order number. Archived Shopify orders will not appear.
Click Search.
You're presented with possible matches (if any) from the external system you searched in that matched your search criteria.
The Systems column shows which external systems the Customer has matched with. Click which system and detail you want to link the Customer to. Depending on how the integration is configured (e.g., what data about the Customer is pulled into Gladly), the new Customer information from the newly linked source will appear in the Customer's Profile.
Click Link.
Unlink
To unlink a Customer from an external system, click
then select Unlink Customer from the Customer Card. If the Customer is linked to multiple systems, unlinking a Customer unlinks them from all external systems.
Once unlinked, transaction information from the source will disappear from the Customer's Profile.
Deleted Customer information keeps reappearing
Customer details (e.g., phone number) deleted from Gladly will reappear if the Customer is linked to an external system (e.g., Shopify) with the same information. You must unlink the Customer's Profile from an external source to stop information from reappearing.
External system search is not working
If your company has multiple external integrations from which Customer information is pulled, and you get the error "Sorry, search is not working right now" when Search In shows All Unlinked External Systems, one of the integrations is not working.
As an Agent, instead of the Search In field showing All Unlinked External System, open the list, pick a specific integration to link the Customer information, and try again. If you continue to get errors, contact your Gladly Administrator.
If you're an Administrator, you'll need to find which integration is not working. If you're getting the error for a particular integration, go to the Apps page and deactivate, then reactivate the integration and try again.
Use the Lookup Adaptor Debugger tool for linking issues
Developer and Administrator roles have access to the debugger tool. Contact them if you have problems linking a Customer Profile in Gladly to an external source.