Latest App version: v1.0.0
Reviews and loyalty are where Customers tell you how they really feel – and where the most valuable relationships are made or lost. Gladly’s Okendo integration brings a Customer’s product reviews and loyalty standing into the Gladly platform, and lets team members reply to a review without leaving the Conversation. Every interaction can recognize a Customer’s voice, reward their loyalty, and turn a review into a relationship.
Key benefits
Know how the Customer feels before they say it
When a Customer who left a review reaches out, team members see the star rating, title, content, photos, and any existing store reply – so they already understand the issue before the Customer explains it.
Reply to reviews without switching tools
Team members can post a public or private reply to a Customer’s review directly from the Conversation, with the option to email the reply to the Customer – closing the loop in the moment, while they’re already helping.
Recognize loyalty from the first message
Points balance, enrollment status, and VIP tier are available instantly – so every interaction reflects the Customer’s standing in your loyalty program.
Personalize self-service with loyalty data
Okendo loyalty details are available to Gladly AI, so automated Conversations can tailor responses to a Customer’s points, status, and VIP tier.
Supported features
The Okendo App Platform integration is available across multiple areas of Gladly:
Gladly AI
Okendo Data Pulls are available in Guides. Guides can retrieve a Customer’s reviews and loyalty details during Conversations to provide personalized, context-aware responses.
Gladly Team
Two Cards display in Customer Details:
Okendo Loyalty and Okendo Reviews. Team members can view a Customer’s loyalty standing and recent reviews alongside the Conversation, and use the Reply to Review action to respond to a review without leaving Gladly.
Rules and Routing
Okendo data attributes – such as VIP tier, points balance, enrollment status, and review rating – are available in Rules to prioritize and route Conversations to the right team automatically.
Details
What data can you access
Okendo Loyalty
Points balance
Enrollment status (pending, enrolled, or blocked)
Current VIP tier
Minimum VIP tier the Customer is guaranteed
Loyalty data is only shown for Customers enrolled in the Okendo Loyalty program.
Okendo Reviews
The Customer’s most recent reviews
Star rating (1 to 5), title, and content
Moderation status (approved or pending)
Review sentiment (positive, negative, neutral, or mixed)
Recommendation flag (whether the reviewer recommends the product)
Review photos and videos
Reviewer details, including verified buyer / verified reviewer status
Helpful and unhelpful vote counts
Any existing store reply
Both approved and pending reviews are shown. Rejected reviews are not shown.
Reply to Review action
Agents can post a reply to one of the Customer’s reviews from the Conversation. When replying, they can:
Choose which of the Customer’s reviews to respond to
Write the reply
Optionally mark the reply as private so it is hidden from the public
Choose to email the reply to the Customer, in addition to posting the reply
How does Customer matching work?
Okendo finds the right Customer by matching data from their Customer Profile:
Email search – Okendo is searched using all email addresses on the Customer Profile (case-insensitive for reviews).
No match – If a Customer Profile has no email address, or no Okendo Customer is found, no Cards are displayed in the Customer Profile, and Guides receive no Okendo data for that Customer.
Key use cases
1. Turn a negative review into a recovered Customer
Use case: A Customer writes in unhappy after leaving a 2-star review. The team member resolves the issue and replies to the review showing the brand made it right – all in one place.
How it works:
The team member opens the Okendo Reviews Card and sees the review score, content, and any photos the Customer attached – for example, a picture of a damaged product. After resolving the issue in the Conversation, the team member uses the Reply to Review action to post a public reply thanking the Customer and explaining how it was fixed, and emails the reply to the Customer.
Business impact: The Customer feels heard, future shoppers see the brand responding to feedback, and a negative review becomes proof of great service.
2. Answer loyalty questions instantly
Use case: A Customer asks how many loyalty points they have and what tier they’re in.
How it works:
The team member reads the points balance, enrollment status, and VIP tier directly from the Okendo Loyalty Card – no searching in another tool. Gladly AI can answer the same question automatically in self-service using the Customer’s loyalty data.
Business impact: Customers get an immediate, accurate answer, and loyalty status is acknowledged from the very first message.
3. Help a reviewer before they repeat themselves
Use case: A Customer who recently left a review contacts support about the same product. The team member already has the full picture.
How it works:
The Okendo Reviews Card shows the review’s rating, content, sentiment, andphotos, along with any store reply already posted. The team member can acknowledge the issue immediately and pick up where the review left off.
Business impact: The Customer doesn’t have to repeat themselves, the team member can act right away, and resolution is faster because the context is already there.