The Magento app is set up entirely from Gladly Settings, and no command-line tools are required. Once it is installed, your team sees the Customer's Magento account and recent orders on the Customer Profile and can act on orders from Agent Actions, and Gladly AI can use the same actions.
Before you start
You will need a Magento administrator account that can create integrations. The app works with Magento 2 stores, including Adobe Commerce on Cloud.
Step 1: Create an integration in Magento
In Magento admin, go to System > Extensions > Integrations and click Add New Integration. Give it a name such as Gladly and enter your admin password.
On the API tab, choose All resources, or a custom set that includes:
Read access to customers, sales orders and shipments, products, and product attributes
The order actions: Cancel, Hold, Unhold, Comment and Send Order Email
The customer Reset password action
Click Save.
If the integration cannot read product attributes, the card still works but does not show each item's size and color.
Step 2: Activate it and copy the credentials
Back on the Integrations page, click Activate next to the new integration, then Allow. Magento shows four values: the consumer key, consumer secret, access token and access token secret. Copy all four.
Step 3: Note your host and admin address
Host: your store's address without https://, for example
mystore.com. Use the exact host your store answers on: ifmystore.comredirects towww.mystore.com, enterwww.mystore.com, or Magento will reject Gladly's requests.Admin address: the start of any Magento admin page, up to and including the admin path, for example
https://mystore.com/admin. Gladly adds the rest to link to each order and customer.
Step 4: Open the Apps settings
In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.
Step 5: Create a configuration
Click the Create Configuration button. When prompted for the External App, choose the Magento app (gladly.com/Magento_V2), picking the latest version available.
Enter the host and admin address from Step 3 and the four credentials from Step 2, then save the configuration.
Step 6: Add the Magento card to the Customer Profile
In Settings > Agent Experience > Customer Profile, hover between two existing cards until the green + appears, select it, choose App Platform Card, then pick your Magento configuration and the Magento card. Full directions: Organize the Customer Profile.
Step 7: Add the agent actions
Installing the app does not put the order actions in Agent Actions. Add them in Settings > Agent Experience > Agent Actions, one at a time: give each a Label, choose your Magento configuration under App / Configuration, choose the Action, select Add, then Save the page. The Magento configuration must be saved and active first, since an Agent Action can only reference an active App Configuration.
The actions you can add are:
Cancel order
Hold order
Release order from hold
Resend order confirmation
Add order comment
Send password reset email
Administrators also choose here which actions Gladly AI can use, including the order lookup action, which is available to Gladly AI only. Full directions: Set up Agent Actions.
Upgrade from an earlier version
Grant the integration the order actions and the Reset password action from Step 1, or the new actions will fail.
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.
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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.