PCI Pal Overview

PCI Pal Agent Assist is a secure payment capture service that lets Customers enter their card details by keypad during a live Voice Conversation. The DTMF tones from the card entry are masked before they reach Gladly, so your call recordings, transcripts, and team members never see or hear the card number, expiration, or CVV.

The experience is similar to how Chat Payments works in Gladly today: an Agent stays on the line with the Customer, prompts PCI Pal to collect the card, and continues the Conversation once payment capture is complete.

This is an Enterprise integration that requires a separate Services agreement with PCI Pal and an implementation engagement with Gladly Professional Services.

How it works for your team

During a live voice call, an Agent can hand off the payment collection step to PCI Pal without ending or pausing the call:

1. An Agent initiates a secure payment request from within the Conversation.

2. PCI Pal joins the call and prompts the Customer to enter their card details by keypad.

3. The Customer keys in their card number, expiration date, and CVV. PCI Pal masks the DTMF tones so they never reach Gladly's recording, the Agent's audio, or any downstream system.

4. PCI Pal returns the result of the payment attempt (success, failure, or decline) to the Agent.

5. The Conversation continues uninterrupted. Recording is never paused.

Because the audio stream is bridged through PCI Pal, the rest of the call – IVR routing, Agent audio, hold music, after-call work – behaves exactly like any other Gladly Voice Conversation.

Before you start

• PCI Pal Services agreement required. You must have an active contract with PCI Pal before Gladly can begin configuration. Contact Gladly Support to get connected with PCI Pal.

• Custom integration. This is not a self-serve integration. Setup is performed jointly by Gladly Professional Services and a PCI Pal representative.

• Implementation timeline. Plan for roughly one to four weeks from kickoff to go-live, depending on the number of phone numbers in scope and the complexity of your voice configuration.

• Per-number scope. PCI Pal is activated on a per-number basis. You decide which inbound and outbound numbers should route through PCI Pal – every other number on your account continues to behave exactly as it does today.

• Adding numbers post-launch. Once the integration is live, any new phone numbers you want to include in the PCI Pal flow require a Gladly Support ticket so we can update the routing. New numbers cannot be added by an admin in Gladly Settings.

How set up works

PCI Pal sits inside the call path between Gladly and the public telephone network so it can mask card-entry tones before they reach Gladly. Setup looks slightly different for inbound and outbound calls, but in both cases Gladly and PCI Pal handle the configuration on your behalf.

Inbound calls

For inbound voice numbers in the PCI Pal scope, the call path looks like this:

Caller → Twilio → PCI Pal (SIP trunk) → Gladly → IVR + team member

What happens during setup:

1. PCI Pal provisions a SIP trunk dedicated to your account.

2. Gladly updates Twilio so that each in-scope inbound number forwards the incoming call to PCI Pal's SIP trunk instead of routing directly into Gladly.

3. PCI Pal SIPs the call back into Gladly at a fully qualified domain name (FQDN) that Gladly provides.

4. From the moment the call re-enters Gladly, the IVR, routing, and Agent experience all function exactly as they do today. The only difference is that PCI Pal is in the audio path and ready to mask card-entry DTMF when an Agent initiates a payment.

What you’ll be asked to provide:

• The list of inbound phone numbers that should route through PCI Pal.

• Confirmation of your PCI Pal account credentials and tenant information so Gladly can coordinate the SIP trunk handoff with PCI Pal.

Outbound calls

For outbound calls placed from Gladly, the call path looks like this:

Gladly → PCI Pal → Twilio → Customer

What happens during setup:

1. Gladly provisions a Twilio SIP domain that PCI Pal will use to dial your Customer over the public telephone network.

2. Gladly updates the voice endpoint configuration for each in-scope outbound number so that calls are bridged through PCI Pal before they reach Twilio.

3. PCI Pal updates their side with the SIP domain credentials and a pair of custom headers that identify the route and the destination Twilio FQDN.

4. A feature flag is activated on the Gladly voice endpoint to turn on secure outbound bridging.

What you’ll be asked to provide:

• The list of outbound phone numbers (voice endpoints) that should bridge through PCI Pal.

• Confirmation of your PCI Pal account so Gladly can coordinate header values and credentials directly with PCI Pal.

Adding new numbers after initial go-live

After the integration is live on your account, both inbound and outbound numbers added to the PCI Pal flow require a Gladly Support ticket. Open a ticket with:

• The phone number(s) you want to add.

• Whether the number is for inbound calls, outbound calls, or both.

• The desired go-live date.

Gladly will coordinate the routing change with PCI Pal and confirm with you once the new number is active.