Store credit questions are some of the most common, and most interruption-prone, questions a support team gets. Gladly’s Rise.ai integration surfaces the Customer’s Rise.ai store credit wallet directly on the Gladly Customer Profile – the live balance and the transaction ledger behind it, matched automatically by email – and gives team members guarded actions to issue store credit and look up gift cards without leaving the Conversation.
Key benefits
Know the balance before you’re asked
The Rise.ai Wallet card shows the Customer’s live store credit balance and currency, matched automatically by the email addresses already on the Gladly Customer Profile. No searching, no tab-switching, no asking the Customer to check their email.
See where the credit came from
The card’s expandable Transaction History lists the wallet’s 50 most recent ledger entries, newest first, with the type of movement, the date, the amount, and any note attached to it – so “where did my credit go?” is answered from the card, not from another system.
Make it right, on the spot
Team members can issue store credit straight to the Customer’s wallet from Gladly. Every issuance is checked against a per-transaction cap you configure, and the note the team member writes lands on the wallet’s ledger alongside the amount.
Fail-safe by design
Store credit issuance is off until an administrator sets a cap. Above that, the team member must tick a confirmation box that starts unchecked, and the amount must be a valid two-decimal figure at or under the cap. Anything else is rejected before Rise.ai is ever called, with a message that says exactly what to change.
Supported features
The Rise.ai App Platform integration is available in the following areas of Gladly:
Gladly Team
The Rise.ai Wallet card is available on the Customer Profile. When a team member opens a Conversation, the card matches the Customer by email and renders the live wallet balance, the gift card backing it, and its transaction ledger alongside the Conversation. Two actions – Issue Store Credit and Look Up Gift Card – are available to team members from the same Conversation.
Rise.ai is connected with an account ID and an API key from your Rise.ai dashboard, entered once in Gladly’s Settings. No command-line tools are required at any point.
Details
What data can you access
Rise.ai Wallet card
The Customer’s live store credit balance, in the wallet’s own currency
The gift card code backing the wallet, when the wallet has one
Transaction History: the 50 most recent ledger entries, newest first, in an expandable drawer
For each entry – the type of movement, the date, the amount, and the note recorded with it
Actions available to team members
Issue Store Credit – adds store credit to the Customer’s wallet. The team member picks the wallet, enters an amount and an optional note, and ticks the confirmation box. The amount is validated and rejected if it exceeds the per-transaction cap set by the administrator; if no cap is configured, the action is disabled entirely.
Look Up Gift Card – looks up a Rise.ai gift card by its exact code and returns the balance, the original face value, the currency, and the expiration date. Cards Rise.ai has disabled are flagged as disabled.
How does customer matching work?
The app looks up the Rise.ai wallet by email. Every email address on the Gladly Customer Profile – the primary address and any others – is checked, so a wallet registered to a secondary address is still found. A Customer with no email address on their profile simply gets no Rise.ai lookup, and a Customer with no matching wallet gets an empty card – never an error.
Standalone gift cards are the one exception. A Customer can hold a Rise.ai gift card that is not attached to a wallet, and Rise.ai offers no way to find those by email, so they do not appear on the Wallet card. The Look Up Gift Card action covers that case: given the code, it returns the card.
Key use cases
1. Answer “how much credit do I have?” from the card
Use case: A Customer asks what their store credit balance is, or why it isn’t what they expected.
How it works: The team member reads the live balance off the Rise.ai Wallet card and expands Transaction History to see the movements behind it, each with its amount, date, and note, without opening Rise.ai.
Business impact: Balance questions are answered in the first reply, and disputes are settled from the ledger instead of escalated.
2. Make it right with store credit, within a limit you set
Use case: A Customer had a genuinely bad experience and the team member wants to compensate them immediately.
How it works: The team member issues store credit to the Customer’s wallet from the Conversation, records the reason as a note, and confirms. The amount is checked against the per-transaction cap before anything is sent to Rise.ai, so a mistyped figure is caught rather than paid out.
Business impact: Recovery happens in the Conversation instead of in a queue, while the cap keeps the total exposure of front-line goodwill where you set it.
3. Confirm a gift card the Customer read out over the phone
Use case: A Customer reads a gift card code from an email and wants to know whether it is still good, and for how much.
How it works: The team member enters the code in Look Up Gift Card and sees the balance, the original value, the currency, and the expiration – or a clear “disabled” flag if Rise.ai has retired the card. This works for standalone gift cards that have no wallet and cannot be matched by email.
Business impact: Gift card questions are resolved on the first contact, including the cases the Customer Profile alone cannot answer.