Gladly's Magento integration puts the Customer's Magento account and recent orders on the Gladly Customer Profile: contact details, their five most recent orders with every item (including size and color), totals, payment and shipping details, and each shipment with its tracking number. Each order links straight to Magento admin, so team members can find what they need without leaving the Conversation.
Key benefits
See recent orders instantly
The Magento card shows the customer's name, email, phone, address and Magento ID, then their five most recent orders, newest first, live from Magento, on the profile. A team member sees each order's status and total at a glance, with the newest order already expanded. Each order is shown in its own currency rather than the store's base currency.
Know exactly what was ordered
Each order lists its items with SKU, quantity, unit price and status, together with the size, color or other options the customer chose (for example, "Color: Gray, Size: M"). Discounts, coupon, tax, shipping, payment method and billing address sit under Order Details.
Track shipments and jump to Magento
Every shipment shows its carrier and tracking number, linked to the carrier's tracking page when Magento provides one. The order number and Magento ID link straight to the order and the customer in Magento admin.
Supported features
The Magento App Platform integration is available in the following areas of Gladly:
Gladly Team
The Magento card is available on the Customer Profile. When a team member opens a Conversation, the app looks up the customer in Magento by email address and renders their account and recent orders alongside the Conversation.
Magento is connected with the store's host name, its admin address, and the four OAuth credentials of a Magento integration, entered in Gladly Settings.
Gladly AI
The order lookup action is available to Gladly AI, Team Assist and workflows, together with the full customer and order record: each item's quantities shipped, invoiced and canceled, line totals, weights and product types, every shipment, and each product's page key and image path. Administrators choose which actions Gladly AI can use in Agent Actions.
Details
What data can you access
Magento card
Customer: name, email, phone, address, Magento ID (linked to Magento admin), customer since and last updated
Orders: the five most recent, each with its order number (linked to Magento admin), status, total and order date
Items: name, size, color and other selected options, SKU, product ID, quantity, unit price, item tax, quantity shipped and canceled, and status
Order details: discount, tax, shipping, total, payment method, shipping method, coupon, whether the order is fulfilled, currency, order email and billing address
Fulfillments: each shipment's shipping method, carrier and tracking number, and the products it contains
Available actions
Look up an order: returns the order's status, totals, items, payment and shipping details and billing address (available to Gladly AI)
How does customer matching work?
The app matches on the email addresses on the Gladly Customer Profile.
The app searches Magento for every email address on the profile in a single request. If more than one Magento customer matches, it uses the one whose email is the profile's primary email, or the first match if none is. Magento cannot be searched by phone number.
A Magento customer with no orders shows a short "No orders" note on the card, never an error.
Key use cases
1. Answer "where is my order?"
Use case: A customer asks when their order will arrive.
How it works: The team member opens the order on the card and reads its status and its shipments, then shares the tracking number or opens the carrier's tracking page from the link.
Business impact: Order status questions are answered from Magento's record without leaving the Conversation.
2. Handle an exchange or a wrong item
Use case: A customer says they received the wrong size or color.
How it works: The team member checks the item on the card, which shows the size, color and other options the customer chose, along with the SKU and quantities shipped.
Business impact: The team member confirms what was ordered before arranging an exchange, without asking the customer to look it up.
3. Explain a charge
Use case: A customer asks why they were charged a certain amount.
How it works: Order Details shows the discount, coupon, tax, shipping and total, along with the payment method and billing address, in the currency the order was placed in.
Business impact: Billing questions are answered in one place, with every figure from Magento.
4. Take action in Magento
Use case: An order needs a change only Magento can make, such as a cancellation or a refund.
How it works: The team member clicks the order number on the card to open the order in Magento admin, already on the right page.
Business impact: No time is spent searching Magento admin for the customer or the order.
Notes and limitations
The app only reads data from Magento; it never changes a customer or an order.
If the Magento integration cannot read product attributes, the card still works but does not show each item's size and color.