Ordergroove on App Platform

Updated
  • Updated on Oct 16, 2025
  • Published on Oct 15, 2025
  • 4 minute(s) read
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This article covers the overview and installation process for an App Platform app, used by Gladly Sidekick

Apps like this will soon be able to display data and provide actions that interact with external systems and products with Agent-facing Customer Profiles. However, if you are looking for this capability now, you may be more interested in our list of integrations for Gladly Hero.

Gladly's Ordergroove integration brings subscription management capabilities directly into the Gladly platform. By connecting Ordergroove with Gladly, you enable intelligent routing based on subscription data and empower customers to manage their subscriptions through AI-powered self-service in Gladly Sidekick.

Benefits

Intelligent Routing Based on Subscription Status

Automatically route Customers with active subscriptions, at-risk subscriptions, or high lifetime value to specialized teams or priority queues, ensuring the right support at the right time.

AI-Powered Subscription Self-Service

Enable Customers to manage their subscriptions autonomously through Sidekick, including viewing subscription details, canceling subscriptions, reactivating subscriptions, and skipping upcoming orders—reducing Agent workload while improving Customer satisfaction.

Reduce Churn and Increase Lifetime Value

Identify at-risk subscriptions early and offer flexible alternatives like skipping deliveries or reactivating canceled subscriptions—turning potential cancellations into satisfied, long-term subscribers.

Available Actions

  • Retrieve Subscription Details

    • Fetch comprehensive subscription information including status, products, frequency, and upcoming order dates

  • Cancel Subscription

    • Allow Customers or Agents to cancel subscriptions with optional reason codes for better insights

  • Reactivate Subscription

    • Enable Customers to restart previously canceled subscriptions with a new delivery schedule

  • Skip Next Order

    • Let Customers skip their next scheduled delivery while maintaining their subscription

Data available in Sidekick

When you connect the Ordergroove App to Gladly, Sidekick automatically retrieves key subscription details from Ordergroove and makes them available across the Gladly experience. This gives both Agents and Sidekick the context they need to deliver more personalized, efficient service.

  • Subscription Details

    • Subscription ID and status (active, paused, canceled)

    • Product information (name, SKU, quantity, variant)

    • Subscription frequency (every X days/weeks/months)

    • Next order date and delivery schedule

    • Subscription creation date

    • Price and payment information

  • Customer Subscription History

    • Number of active subscriptions

    • Canceled subscriptions

    • Total subscription orders fulfilled

    • Subscription lifetime value

  • Order Information

    • Upcoming order details

    • Order history for subscriptions

    • Shipping information

How this data is used

This subscription data can be leveraged in several ways throughout Gladly:

  • Sidekick Actions: To power context-aware AI responses

  • Routing Rules: To direct Conversations based on subscription status or value

  • Analytics: To identify patterns and trends in subscription-related support

Example use cases

Subscription-Based Routing and Prioritization

Use Case: Automatically route high-value subscribers to VIP support and flag at-risk customers for proactive retention.

How It Works:

  • Gladly’s Rules engine uses Ordergroove subscription data as routing criteria.

  • Customers with active, high-value subscriptions are directed to dedicated VIP inboxes.

  • Recently canceled subscribers can be flagged and routed to retention specialists.

  • First-time subscribers can be routed to onboarding teams for a welcoming experience.

Business Impact:

Reduce churn by proactively supporting at-risk subscribers, strengthen loyalty with white-glove service for VIP Customers, and optimize support resources through intelligent routing.

AI-Powered Subscription Self-Service

Use Case: Empower customers to manage their subscriptions anytime through Gladly Sidekick, without agent assistance.

Example Flow:

Customer: “I need to skip my next coffee delivery.”

Sidekick:

  • Retrieves the customer’s active subscriptions from Ordergroove.

  • Identifies a monthly coffee subscription with a delivery scheduled for October 20.

  • Offers the option to skip the next order.

  • Executes the skip in Ordergroove upon confirmation.

  • Confirms: “I’ve skipped your next delivery. Your coffee subscription will resume on November 20.”

Business Impact:

Lower ticket volume with instant subscription management, increase satisfaction through 24/7 availability, and allow agents to focus on more complex requests.

Flexible Subscription Management

Use Case: Retain subscribers by providing skip options instead of cancellations.

Example Flow:

Customer: “I have too much product right now.”

Sidekick:

  • Retrieves the customer’s subscription showing a delivery scheduled for October 20.

  • Offers to skip the next order while keeping the subscription active.

  • Executes the skip once confirmed.

  • Confirms: “I’ve skipped your next delivery scheduled for October 20. Your subscription will resume on November 20.”

Business Impact:

Reduce cancellations by giving customers more flexibility, extend subscription lifetime value, and demonstrate a customer-first service approach.

Installation

Before you start

Review the following information before you install the Ordergroove app.

  • Review the App Platform overview and key concepts to familiarize yourself with this tool before the installation.

  • You will need access to a technical resource who can install and run appcfg CLI and has access to both your Gladly and Ordergroove instances.

  • You need to have Administrator permission in order to complete the installation process.

Install the Ordergroove app

Follow the steps below to install and configure the Ordergroove app.

  1. Install the App Platform CLI Tool

To begin, install the App Platform CLI (appcfg), which allows you to manage and configure all your App Platform apps.

Follow the setup instructions here: Install appcfg

  1. Obtain Your Gladly API Credentials

You’ll need the following to authenticate with your Gladly instance:

  • Gladly Host:

  • Gladly User: The email of a Gladly user with Administrator or API User permissions

  • Gladly API Token: A personal API token for the user above

To generate your token, follow Gladly’s API Token documentation.

Once you have these, set them as environment variables for convenience:

export GLADLY_APP_CFG_HOST="us-1.gladly.com"  # or us-uat.gladly.qa for Sandbox
export GLADLY_APP_CFG_USER="your.email@company.com"
export GLADLY_APP_CFG_TOKEN="your-api-token-here"

  1. Configure the app with your Ordergroove credentials

    appcfg apps config create "gladly.com/Ordergroove-App/v2.0.0" \
  --name "Ordergroove <name of store>" \
  --config '{}' \
  --secrets '{
    "api_key": "<your-application-key>"
  }' \
  --activate

  2. Verify the configuration

appcfg apps config list --identifier "gladly.com/Ordergroove-App/v2.0.0"

  1. Verify Your Installation

  • After activation, go to Settings → App Actions in Gladly to test an available action.

  • Verify that Ordergroove actions appear

  • Test customer Action with a known Customer to ensure subscription data is retrieved correctly.

  • You can now use these actions in your Guides.

Set up Sidekick Guides

Once the app is configured and activated, you can use Ordergroove data and actions in your Sidekick Guides.

Set up Rules

To be able to use App Platform attributes in Rules and People Match contact Gladly Support.

Additional resources

For more details on configuration and credential structure, refer to the app-platform-examples repository. You can always clone it and adapt it to your needs.

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