Learn the basics of how the Magento integration works.
Who maintains the integration
The Magento integration is built and maintained by Gladly.
Basic scope
Gladly Team reads data from Magento and then writes data in the Customer Profile. From there, Agents can cancel and/or refund orders and perform other order-related activities.
How the integration works
This is a pull-based integration with Gladly Team → Connector Service → Magento APIs. Only Magento APIs are used to write data into Gladly Team. Once connected, Customer Profiles are automatically linked (if auto-linking is enabled) to matched accounts in Magento. Agents can also link a Customer Profile to Magento manually.
Customer matching between Gladly and Magento relies exclusively on email addresses
Customer matching between Gladly Team and Magento is limited to email only; phone number matching is unavailable due to Magento API constraints.
Gladly Team Customer Profile is required for auto-linked to initiate
A Customer Profile with an email address needs to exist in order for Magento to link with Gladly Team. Customer Profiles are not imported/created in Gladly Team simply because they exist in Magento. The link occurs when a Contact comes in from the Customer (i.e., Customer sends an inbound email) or an Agent creates a Customer Profile manually with the their email address for an outbound inquiry.
Gladly Team fields powered by the Magento 2.x integration:
Customer
ID (Allows deep-link to Customer record in Magento)
Name
Address
Email
Customer since
Order
ID (Allows deep-link to order record in Magento)
Total
Discount
Timestamp for order creation
Status
Fulfilled (Yes/No)
Shipment tracking
Shipment method
Tracking number
Order Lines
(array of products)
Name
SKU
Unit price
Quantity
Product URL (Allows deep-link to the product page in Magento)