The Customer Profile is the panel agents see alongside every Conversation, with contact information, relationships, conversation history, and any custom cards your org has added, like Loyalty Points or Orders. You can now add, remove, and reorder these cards yourself, and add new custom attribute and App Platform cards, all without contacting Support. Changes take effect almost instantly across every Customer Profile.
Changes take effect almost instantly across every Customer Profile.
Open Customer Profile settings
Go to Settings.
Under Agent Experience, select Customer Profile.
This page shows a preview of the card arrangement your agents will see on the Customer Profile in Gladly. Select any card to edit its settings in the panel on the right.
Card only show if they have a value
A card only appears on an actual Customer Profile if it has a value to show. For example, a Loyalty Points card won't display for a Customer who has no loyalty data.
Reorder or remove a card
Select and drag the handle (⠿) on the left edge of a card to move it up or down.
Select Save.
You'll see the new order reflected almost instantly on the Customer Profile.
To remove a card, select it, choose Remove in the settings panel, then select Save.
Add a card
Hover between two existing cards until a green + appears, then select it.
In the Search cards field, choose the card type: Custom Attributes, Lookup Adapter Transactions, or an App Platform Card (if your org has one configured).
Configure the card using the sections below.
Select Save.
Add Custom Attributes to a Card
Custom Attributes cards display fields from your customer data, like loyalty tier, order history, or account status, that are already registered in Gladly.
Say you've recently added an integration that sends over new membership information for your customers. You can build a card for it right from this page.
Select a Custom Attributes card, or add a new one.
In the Label field, name the card as agents will see it, for example, "Membership."
In the Attributes search field, start typing the name of an attribute you want to add.
Select the attribute from the results. It appears as a chip under Attributes.
Repeat to add more attributes.
Select Save.
An attribute only shows up in this search once it's registered in Gladly. If an attribute from your integration hasn't been registered yet, see the next section.
Register a New Custom Attribute
Say your new integration is also sending a field or two Gladly hasn't seen before. Register it once, right from the same card, and it's searchable from then on.On a Custom Attributes card's settings panel, select the green + next to the search field.
On a Custom Attributes card's settings panel, select the green + next to the search field.
In the Add Custom Attribute window, enter the Key, the exact field name your integration is sending this data under (for example,
membershipSince). Check with whoever manages the integration if you're not sure of the exact field.Enter the Label, the name agents will see on the Customer Profile (for example, "Member Since").
Select Add.
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Gladly registers the attribute and immediately starts pulling in its value for customers who have one. If a customer doesn't have a value yet, the card just won't show that field for them.
Manage Custom Attributes
Once an attribute shows up on a card, take a look at how it's actually displaying. A newly registered attribute defaults to plain text, so a value like a membership start date might come through as raw, unformatted text instead of a readable date. Use the Manage Custom Attributes window to fix that and fine-tune how a registered attribute behaves across every card that uses it.
Next to the attribute search field, select the gear icon.
Find the attribute you want to update.
From here you can update:
Key and Label: the field name and the name agents see.
Format: how the value displays, as Text, Number, Currency, Percent, or Date. If an attribute like "Member Since" is showing up as plain text, switch its format to Date here.
Presentation: whether the attribute is Visible (shows only when it has a value), Editable, or Hidden (never shown to agents, but still accessible to integrations or the API).
Switching an attribute to Editable does more than let agents type into a field on the profile. It saves whatever they enter back to the customer's record, so that value becomes available through the Gladly API and any integrations you've set up, not just on the card itself.
Click Advanced next to an attribute for additional options.
External Link: a complete URL where
{{value}}is replaced with the attribute's value, turning it into a clickable link out to an external site.Add App Platform data source: fill the attribute's value from an App Platform app that exposes data queries, instead of an integration.
Select Apply to publish your changes.
Group Attributes into Subgroups
Within a Custom Attributes card, you can organize related attributes under their own subheading. This is useful when a single card covers more than one topic, like membership details and account history together.
On the card's settings panel, select Add subgroup.
Enter a Subgroup label. This becomes a subheading on the card, above the attributes you add to it.
In that subgroup's own Attributes search field, search for and add the attributes that belong under it.
Repeat Add subgroup for additional subheadings.
Select Save.
Every subgroup needs a label before you save. If one is missing, Gladly flags it under the card's settings ("Each subgroup needs a label"). On a live org this blocks saving; on a demo profile, Gladly lets you save anyway and just lists the issue as a heads-up.
Add App Platform and Lookup Adapter Transactions Cards
If your org has App Platform apps configured, you can add their data directly to the Customer Profile, no engineering or Support help required.
Say you have an order management system connected as an app, but it isn't displaying any data on the profile yet.
Add a new card and choose App Platform Card.
Select App / Configuration: the app and configuration whose data the card shows.
Select Card Template: the card layout that app provides for rendering this data.
Select Query: the specific query pulling the data you want.
Optionally, select Add limit to cap how many results the card returns. Enter the GraphQL query path (for example,
customer.orders) and a whole-number limit.Select Save.
Until every required field is filled in, the card shows Not configured yet in the card list, and Gladly lists what's missing (for example, "Select an app," "Select a card template," "Select a query"). Limits also need a whole number of items, or Gladly flags that too.
Live Data for App Platform and Lookup Adapter Transaction Cards
It takes a moment for Gladly to pull the live data, and then the card populates on customer profiles with matching data, for example, showing the orders associated with a customer from your order management system. Each card also has its own Card ID, shown at the bottom of its settings, if you need to reference it elsewhere.
If your org later publishes a new major version of an app, come back to this card's settings and select the new version from the App / Configuration dropdown. Agents keep seeing the card without any downtime.
Lookup Adapter Transactions cards work the same way, pulling from a configured Lookup Adapter instead of an App Platform app.
What Agents See
Once you save, changes appear on every Customer Profile almost instantly. Agents only see the cards that have a value for the customer they're viewing; cards without data for that customer are automatically hidden.
