Skio runs subscriptions for Shopify merchants. The Skio App Platform integration brings the Customer’s Skio subscriptions onto the Gladly Customer Profile: status, next billing date, cadence, discounts, shipping address, and the products on each one, matched automatically from the Contact details already on the profile, so Team members answer subscription questions without opening Skio.
Team members can act on a subscription from the Conversation through eleven forms in the compose menu, and Gladly AI can call twenty-seven actions covering every change Skio’s API supports. Everything that moves money sits behind a setting the merchant controls, and every one of those settings is off until an admin turns it on.
Key benefits
Every subscription on the Customer Profile
The Skio Subscriptions card lists the Customer’s subscriptions with status, next billing date, billing and delivery cadence, and cycles completed. Each one expands to show the products on it with quantity and price, the discounts applied, and where it ships. There’s no tab-switching, and no subscription ID to look up first.
Answer “when is my next order?” from the card
The next billing date and the billing cadence render directly on the card for active subscriptions, and a paused or cancelled subscription says so on its face, with the cancellation date when Skio has one. Where the delivery cadence differs from the billing cadence, the card shows both.
The identifiers follow-up work needs
The card shows the Skio customer ID, and each expanded subscription shows its Subscription ID: the values the Skio actions and the Skio dashboard need, ready to copy.
Act on a subscription without leaving the Conversation
Eleven forms in the compose menu cover the subscription lifecycle: skip, pause, un-pause, reactivate and cancel, change the billing frequency, ship the next order now, change the shipping address, apply a discount code, edit the subscription note, and send the Customer a link to their account portal.
Subscription actions for Gladly AI
Every change Skio’s API supports is available to Gladly AI and Team Assist, including the sixteen that have no form: editing what is in a subscription, swapping product variants, changing the payment method, setting commitment offers, and adjusting delivery methods and shipping prices.
Merchant control over anything that moves money
Seven settings decide which money-moving actions your team and Gladly AI may take. Each one is off until an admin turns it on, and anyone who attempts a blocked action is told which setting needs changing rather than seeing a failure.
Plain-language answers when Skio refuses
Several Skio errors are misleading. A subscription ID that does not exist comes back as a message about a revoked policy, which reads as a permissions problem when the real cause is a mistyped ID. The app translates the four errors that misdirect, for every caller.
Supported features
The Skio App Platform integration is available in the following areas of Gladly:
Gladly Team
The Skio Subscriptions card is available on the Customer Profile. When a team member opens a Conversation, the card matches the Customer to their Skio account and renders their live subscriptions alongside the Conversation.
Eleven agent forms are available from the compose menu. These require a one-time setup step described under Install.
Gladly AI
Data Pulls are available in Guides, so Gladly AI can answer subscription questions from the Customer’s live Skio data during a Conversation. All twenty-seven actions can be called as part of a Guide, subject to the merchant settings.
Details
What data can you access
Skio Subscriptions card
The number of subscriptions, in the card header
The Skio customer ID
For each subscription: status, next billing date, billing cadence, delivery cadence where it differs, cycles completed, and the current streak
The cancellation date for a cancelled subscription, and whether a cancellation is permanent
For each product: product and variant name, quantity, price, SKU, and prepaid orders remaining
Churn risk as a percentage, with the reasons behind it
Prepaid term details: when the term renews and how many deliveries remain
Discounts applied to a subscription or to an individual product line, with the amount as money or a percentage
Where the subscription ships, whether it is collected rather than shipped, and the shipping price
The Subscription ID and each product line’s ID
A “no subscriptions found” message rather than an error when the Customer has none
Customer and subscription records
Customer: Skio ID, Shopify platform ID, first and last name, email, phone number, every shipping address on the account, and the dates the record was created and last updated
Subscription: status, next billing date, cancellation date, currency, cycles completed, churn score and reasons, Shopify platform ID, note, and created and updated dates
Billing, delivery and prepaid delivery policies: interval, interval count, and minimum and maximum cycles
Subscription lines: product and variant, quantity, price before discount, whether the line is prepaid, orders remaining, applied discounts, and selling plan ID
What Team members can do from the Conversation
Eleven forms are available in the compose menu:
Skip next order and Ship next order now
Pause subscription, Resume subscription and Reactivate subscription
Cancel subscription, with an optional permanent cancellation
Change subscription frequency
Change shipping address
Apply discount code
Update subscription note
Send account portal link
The remaining sixteen actions have no form on purpose. They cover catalogue and payment changes that are better driven by Gladly AI than picked from a menu of twenty-six entries, and they remain fully available in a Guide.
Supported actions
Twenty-seven actions are available. Three are reads: get a subscription by ID, find a Customer by email or phone number, and search the product catalogue for a variant.
The writes cover the subscription lifecycle (skip, pause, un-pause, cancel, reactivate, move the next billing date, change the interval, ship now), its contents (add, update and bulk-edit product lines, swap variants, set a backup variant for an out-of-stock item, edit Build-a-Box contents), where and how it ships (change or add a shipping address, change the delivery method, override the shipping price), and its commercial terms (apply a discount code, change the payment method, set a commitment offer, edit the note, send a magic link).
Cancel, ship now and the catalogue changes alter the Customer’s subscription in Skio and Shopify immediately. A permanent cancellation can never be reactivated. Decide which of these your team and Gladly AI should use before enabling them.
Merchant settings
Seven settings in the app configuration decide which money-moving actions are available. Each one fails closed, so an action stays blocked until an admin enables it, and anyone attempting a blocked action is told which setting to change.
Discount codes agents may apply: a list of codes. Anything not on the list is refused, and leaving it blank blocks every discount.
Allow agents to override prices: covers a custom price when adding a product, changing a line, or swapping a variant. With it off, those changes still work at your catalogue prices.
Allow agents to override shipping price: waiving or reducing shipping as goodwill.
Allow agents to set commitment offers: turning a cancellation into added required cycles, which restricts when the Customer may cancel.
Allow agents to change the payment method: moving a subscription onto a card the Customer has already saved. Agents never see or enter card details.
Allow agents to permanently cancel: an ordinary cancellation is always available and is reversible; a permanent one is not.
Allow AI and agents to ship the next order now: creates an unscheduled order and charges the payment method on file straight away.
How does customer matching work?
The app finds the Customer’s Skio account from the contact details already on the Gladly Customer Profile: the primary email address, every other email address on the profile, the primary phone number, and any mobile numbers. Email matching ignores capitalization, so a Customer stored in Skio as jane@example.com is found from a profile holding Jane@Example.com. Exactly one matching Skio customer returns that customer’s subscriptions. If nothing matches, or more than one Skio customer matches, no subscription data is returned. If Skio itself returns an error, that is reported as an error rather than as a Customer with no account.
Key use cases
Answer “when is my next order, and what’s in it?”
Use case: A Customer asks when their next shipment arrives and what it contains.
How it works: The team member reads the next billing date and cadence off the Skio Subscriptions card, then expands the subscription to see the products, quantities, and prices on it.
Business impact: The most common subscription question is answered in the first reply, without the team member opening Skio or asking the Customer for an order number.
Skip, pause or cancel without leaving the Conversation
Use case: A Customer wants to skip a delivery, pause for a stretch, or stop a subscription entirely.
How it works: The Team member picks the subscription from the compose menu form, which lists it by product and status rather than by ID. Cancelling also cancels the underlying Shopify subscription contract and can notify the Customer. A permanent cancellation requires both an admin setting and a confirmation.
Business impact: Retention and cancellation requests are handled in the Conversation instead of being handed off, and the card confirms the new state.
Send the next order early
Use case: A Customer has run out ahead of schedule and wants their next shipment now.
How it works: The Team member identifies the subscription on the card, and the ship now action generates the order in Skio and Shopify immediately. This action requires an admin to enable it, because it charges the Customer ahead of schedule.
Business impact: An “I’ve run out” Conversation ends with a shipment on the way rather than a promise to follow up.
Save a cancellation with a discount
Use case: A Customer is cancelling over price.
How it works: The Team member applies a discount code from the list the merchant has approved. Codes outside that list are refused, so the offer stays within policy. The applied discount then appears on the Customer’s card.
Business impact: A retention offer is made during the Conversation, without giving every Team member the ability to invent one.