The Rivo app is set up entirely from Gladly’s Settings, no command-line tools are required. Once set up, your team can review loyalty and membership details, and use any merchant-enabled actions, directly within Gladly.
Step 1: Open the Apps settings
In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.
Step 2: Create a configuration
Click the Create Configuration button. When prompted for the External App, choose the Rivo app (gladly.com/rivo/v1.0.0).
Step 3: Fill in the configuration fields
Complete the fields in the configuration form:
Optional loyalty fields — Store credit, VIP tier, Referral details, Lifetime points, and Next-tier progress. All fields are shown on the Rivo card by default; uncheck any field you don’t want visible to team members.
Maximum points adjustment — required before agents can use the Adjust points action; while blank, every adjustment is rejected. Sets the largest single points issue or deduction an agent may make. Larger amounts must be done by a manager in Rivo. Enter a whole number, such as 500.
VIP tier changes — leave unchecked unless agents should be able to change a Customer’s VIP tier from the Rivo card. When checked, an agent can move a customer to any configured tier, including the highest, so only enable it for teams making tier decisions.
Membership cancellation — leave unchecked unless agents should be able to cancel memberships from the Rivo card. This is destructive and the app has no un-cancel action: restoring a cancelled membership means re-enrolling the customer from the Rivo dashboard, and cancelling in Rivo does not issue a Shopify refund.
Merchant Auth Token — your Rivo Merchant API token. See Creating the Rivo Merchant Auth Token below.
Creating the Rivo Merchant Auth Token
The token is created and copied from Rivo’s Developer Toolkit, which requires a Rivo Plus plan. In your Rivo admin, go to Settings > Developer Toolkit, then use REST API Keys. If you don’t have a key yet, select Generate API Key; if one already exists, select Copy. Rivo keeps one current REST API key per store — to replace a compromised key, use Regenerate API Key, and update this configuration right away, since the previous key stops authenticating immediately. The token is sent in the Authorization header on every request.
Step 4: Save the configuration
Add the Rivo card and actions to the Customer Profile layout. Contact the Gladly Support team if you need assistance.
Contact Support
Users assigned the Team Manager or Administrator roles can contact Gladly Support. Log into Gladly as one of these roles, click the hamburger menu on the top-left corner, then click Contact Gladly Support. Gladly Support’s primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.
Please select the correct business impact (P1 to P4).
Most requests should be sent as a P4.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.