The Skio App for Gladly Sidekick empowers Sidekick with seamless subscription management—right inside Gladly. With Skio, Sidekick can look up Customer's subscriptions, and access subscription information allowing Sidekick support Customers with common requests (e.g. pause a subscription), reduce agent workload and improving your overall AI experience.

Benefits

Empower Self-Service

Let Customers manage their own subscriptions through Gladly Sidekick, reducing repetitive inquiries and freeing up Agent time for more complex needs.

Know Your Subscriber

Give Sidekick a holistic, single view of each Customer by pulling key subscription details from Skio directly into Gladly—no switching between systems required. Sidekick gets a complete, real-time view of each Customer's subscription journey.

Enhanced Agent Productivity

By letting AI handle common Customer inquiries, Agents can focus on resolving more complex issues, dedicating more time to meaningful interactions and boosting both efficiency and satisfaction.

Quick and Easy Setup

With an out-of-the-box integration built by Gladly, your team can get up and running quickly—no heavy technical resources required.

Drive Revenue and Retention

Empower Sidekick to grow revenue and boost retention by proactively engaging subscribers with personalized subscription offers. With instant access to subscription insights, Sidekick can reduce churn and ultimately increase Customer lifetime value.

Example Use Cases

• A Customer wants to pause their subscription for a vacation. Sidekick confirms the pause and notifies the Customer of the new resume date.

• A Customer requests to skip their next shipment. Sidekick processes the skip and provides confirmation.

• Sidekick needs to look up a Customer's subscription status and history to resolve a billing question.

• A Customer wishes to cancel their subscription. Sidekick guides them through the process and confirms the cancellation.

Available Actions

The Skio App supports the following subscription management actions:

• Get Subscription by ID

  Retrieve detailed information about a specific subscription, including status, product lines, billing and delivery policies, and key dates.

• Cancel Subscription

  Cancel a Customer's subscription. This marks the subscription as cancelled and handles prepaid subscriptions appropriately.

• Pause Subscription

  Temporarily pause a Customer's subscription, stopping billing and shipments until resumed.

• Ship Now

  Trigger an immediate, unscheduled shipment for a specified subscription.

Data Pulls

What Data Is Available?

With Skio, you get a complete picture of each subscriber, including:

• Customer name and contact info (email, phone)

• All active and past subscriptions

• Subscription status (active, paused, or cancelled)

• Next charge date and how often they're billed

• Products in each subscription (name and quantity)

• Price per product and total subscription cost

• When the subscription started and (if cancelled) when it ended

• Delivery and billing schedule details

This gives Sidekick a real-time, single view of every customer's subscription journey—so you can answer questions, resolve issues, and spot upsell opportunities quickly.

Skio pulls all subscriptions for a Customer, no matter their status

Only subscription lines that haven’t been removed are included.

How Does Customer Matching Work?

Skio finds the right Customer by matching data from their Customer profile:

• Primary email address

• Any email addresses

• Primary phone number

• Any phone numbers marked as mobile

If exactly one match is found, you'll see their subscriptions. If no match or more than one match is found no customer's will be returned by Data Pull.

Skio App Toolkit

Who maintains the integration

The Skio integration is built and maintained by Gladly.

How the integration works

The Skio App integrates with the Skio platform via its GraphQL API. This allows Gladly to perform queries (like retrieving subscription details) and mutations (like canceling or pausing a subscription). You can find our more about Skios APIs at https://code.skio.com/

Authentication is handled via API tokens included in the request headers.

Setup & Installation

Before You Start

You will need the Skio API Token. Go to Skio dashboard and click the API button on the left navigation bar. Generate an API token after setting a name.

Installation

Skio Custom App

If you want to dive deeper into the technical details of the app you can find it in our app-platform-examples repo. You can always clone it and adapt it to your needs.