Set Up RedRoute Integration
  • 19 Jul 2022
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Set Up RedRoute Integration

  • PDF


Before you start

You will need the following information about your Gladly account to set up your RedRoute integration with Gladly.

  • Gladly Organization URL - The full gladly domain name:  i.e., <organization>
    • Note – For staging, it may be <organization>
  • Gladly UserName and Email The email address of a new Gladly user dedicated for this integration.
  • Gladly API Token The API token associated with the new Gladly User and Email Address.
  • Gladly Inbox Name and Id – Name and InboxId of the Inbox you would like tasks from RedRoute to be created.

Configure Gladly for RedRoute 

You must first create a Gladly user account and generate an API token to begin the integration process. Let's start by creating a new user.

Create a user

  1. Create a new user account. See Create a unique user account.
    • Be sure to assign this user the Administrator, Agent, and API User roles.
    • Use an email address that you can access to set the password for the user account.
  2. Once the user account is created, log into Gladly to create an API Tokenusing the new user account.
    • Note – Don't forget to save the token you create! You won't be able to reaccess the token once you exit the screen. You'll need to send the token to RedRoute.

Now that your Gladly user account is created and you have the API Token, you must create a new Inbox specifically used by RedRoute.

Create Inbox

  1. Create the Inbox where requests from Customers are queued. See Create an Inboxto learn how.
    • Name the Inbox "RedRoute."
    • Set the Inbox SLA you want to use.
    • Assign the RedRoute user you created to the Inbox.

Once the Inbox is created and the RedRoute user is assigned to the Inbox, next, contact RedRoute to complete the integration.

Connect RedRoute to Gladly

RedRoute Support Team will work with you to configure the integration. Once you have all the information above, please reach out to client support at to set up this integration in your RedRoute Assistant.

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