Set Up Thankful Integration
  • 26 Aug 2022
  • 4 Minutes To Read
  • PDF

Set Up Thankful Integration

  • PDF

REQUIRED USER ROLE
API User and Administrator

Before you start

You'll need the following information about your Gladly account to set up your Thankful integration with Gladly. Make sure you have access to Thankful.

  • Gather the following information:
    • Gladly Organization URL – The full gladly domain name (e.g., <organization>.gladly.com). For staging, it may be <organization>.gladly.qa.
    • Gladly API Token – Token is generated in Gladly.
    • Gladly Inbox Name(s) –Name of the Inbox(es) you would like to give access to Thankful.
  • Add the Thankful user account in Gladly to Inboxes it should be able to access.

Note that this is a two-part setup process in Gladly and Thankful.

Connect Thankful to Gladly

Below are the detailed instructions on completing Thankful setup as described on Thankful's help doc.

An exclusive Gladly user for the Thankful integration is required. Follow the steps below to create a user and generate an API token so that you can connect Thankful to Gladly.

Create User and Token

The following will generate a set of credentials for Thankful to use to communicate with Customers.

  1. Create User – See Create a unique user account for integration to create a Thankful Admin / API user in Gladly.
    1. Add Email Address – As documented on Thankful’s site, this email must be set to be+your_company_name@thankful.ai, where your_company_name is replaced with your company’s name. Send an email to support@thankful.ai if you need assistance identifying this URL.
    2. Add Full Name – Set this to the name you’d like to name your Thankful “Agent” (e.g., Melissa).
    3. Select Roles –  Agent, Agent Plus, and API User (Administrator is not required but a super nice to have).
    4. Add user to the Inbox(es) – Thankful must support communications in. Send an email to support@thankful.ai if you need help identifying Inboxes.
    5. Click Add User to save the user.
  2. Generate API Token – See Create API Token to create an API token associated with the user just created in step 1.
    • Important – SAVE THIS TOKEN. Document/save the email address and API Token somewhere secure. You will need this information in a future step. The token is only displayed once, and you'll be unable to see the token after this initial setup.
  3. Add Thankful to Gladly Inbox(es) – Add the user you created on step 1 to the Inbox(es) Thankful will support.

Enable Message Automation on Gladly Sidekick

The following will allow Gladly Sidekick to work side-by-side with Thankful for chat sessions.

Message Automation is only available for the Chat channel at the moment. If you plan to utilize Thankful for the chat Channel, you will need to activate Message Automation.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Sidekick
  4. To the right of the Sidekick you want to activate Message automation for, click the kebab icon (three dots), then click Configure.
  5. Find the Self-Service section and check the box next to Enable Sidekick for Automation.
    • Note – Contact Gladly Support if you don't see the Enable Sidekick for Automation option.
  6. Click Save.

Next, configure Gladly into Thankful Dashboard.

Integrate Gladly into the Thankful Dashboard

Integrating Gladly with Thankful is a two-step process and you'll need access to Thankful.

  1. You will create new notification endpoints in Thankful that will receive inbound messages from Gladly.
  2. You will need to add the Gladly token to the Thankful dashboard so Thankful can receive the Gladly event notifications.

Create new notification endpoints

  1. Go to Thankful Dashboard click + Add Helpdesk Integration and select Gladly from the drop-down list.
  2. Click Notification Endpoints and + New Notification Endpoint, naming this “Gladly” if you have only one brand and region, but if you want to support multiple e-commerce backends or customize responses based on the brand, create one endpoint per region or brand.
  3. Click Save.
    • Note  – Please keep track of the generated URLs. You will need them in the next step.
    • Tip – Send an email to support@thankful.ai if you need assistance with setting this up.

Add Gladly Token to Thankful Dashboard

The Gladly user and API token you generated above need to be added to Thankful Dashboard.  This can be done under the API tokens tab of Integrations. In the top-right corner, click Add Token. Once complete, navigate back to Thankful Dashboard.

Create and configure Thankful webhook(s) URLs

The following allows Gladly to tell Thankful when key events, like receiving a chat message, occur in Gladly.

In the previous step, you created “listening” endpoints in Thankful. These allow Thankful to listen for Gladly events. In this step, you will be setting up a Gladly webhook, which will send Thankful notifications when an event within Gladly occurs. The setup is the same for all webhooks, however, the event to listen for is different for chat than for all the other channels. Detailed instructions on how to create a webhook can be found here.

For Chat

  1. From the Create Webhooks page enter the following information:
    • Name – Enter a name that will help you identify what the Webhook is for.
    • Webhook URL –Enter the Webhook URL that you gathered from Thankful. 
      • Note – Send an email to support@thankful.ai if you need assistance identifying this URL.
    • Events – Select the following events from the list of webhooks:
      • AUTOMATION/MESSAGE_RECEIVED
    • Username – Not required.
    • Password –Not required.
    • Realm –Not required.
    • HTTP Headers
      • Header Name =  Enter "x-api-key."
      • Header Value = Enter Thankful’s webhook API Token.
  2. Click Save.

For All other Channels

  1. From the Create Webhooks page, enter the following information:
    • Name – Enter a name that will help you identify what the Webhook is for.
    • Webhook URL – Enter the Webhook URL that you gathered from Thankful.
    • Events – Select the following events from the list of webhooks:
      • MESSAGE/RECEIVED
    • Username – This is not required.
    • Password – This is not required.
    • Realm – This is not required.
    • HTTP Headers
      • Header Name =  Enter “x-api-key.”
      • Header Value = Enter Thankful’s webhook API Token.
  2. Click Save.



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