Smile on App Platform Overview

Smile.io is a loyalty platform. The Smile.io App Platform integration brings a Customer’s Smile loyalty data into Gladly.

Team members can view a matched Customer’s point balance, referral URL, VIP status, rewards and codes, recent point activity, redeemable rewards, earning rules, and Smile identifiers without leaving the Customer Profile. When a merchant enables and configures them, Team members and Gladly AI can also adjust points or purchase an eligible reward.

Key benefits

Answer loyalty questions from the Customer Profile

The Smile.io Card brings the Customer’s loyalty status, points, rewards, referral information, and VIP progress into Customer Details.

Review recent rewards and point activity

Team members can review reward status, available codes, expiry dates, recent points changes, and the reason recorded for a points change.

Use merchant-approved loyalty actions

Merchants can choose to enable points adjustments and reward purchases. Each action requires an explicit confirmation and a merchant-configured positive limit.

Bring governed loyalty operations into Gladly AI

Smile supplies seven read-only Data Pulls and two mutation actions. Administrators can use the mutation actions as steps in custom Gladly App Actions, activate those App Actions, and add them to the intended AI Guides.

Avoid ambiguous loyalty matches

The Card does not show loyalty details when more than one Smile customer record matches the Gladly Customer Profile. Team members can verify the Smile IDs in Smile before sharing information or making changes.

Supported features

The Smile.io App Platform integration is available across multiple areas of Gladly:

Gladly AI

Seven Data Pulls are available to Gladly AI: Smile customers, point settings, reward fulfillments, point transactions, points products, earning rules, and VIP summaries. Guides can use this data during Conversations to answer questions such as, “How many points do I have and which rewards can I redeem?”

Smile also supplies two underlying App Platform actions. An Administrator can wrap either action in a custom Gladly App Action, define the inputs and output variables available to AI, activate it, and add it to the intended Guide. The Smile app does not install a preconfigured App Action or Guide.

Gladly Team

One Smile.io Card displays in Customer Details. It shows the matched Customer’s point balance, VIP status, referral URL, rewards and codes, recent point activity, redeemable rewards, earning rules, and Smile identifiers.

Agent actions

The Adjust Smile points and Purchase Smile reward forms can be registered in the + menu. Successful action results are recorded in the Conversation timeline.

Example Smile.io Card

This source-rendered excerpt uses the Smile template, bundled fixture data, Agent Desktop’s profile-card shell, and the card renderer version pinned by Agent Desktop. It does not contain live Customer data.

Details

What data can you access

Customer Profile matching

• Smile customer ID, first name, last name, email, account state, date of birth, and referral URL

• Point balance

• Match email and whether the primary or fallback email was used

• VIP status: current and next VIP tier IDs, progress value, current VIP period end, tier expiry, and the value needed to reach or retain a tier, when available

Point settings

• Singular and plural point labels

• Last updated time

Rewards and codes

• Reward name, code, fulfillment status, usage status, and derived status label, when available

• Reward image, action text, action URL, usage instructions, terms and conditions, expiry date, used date, created date, and updated date, when available

Recent point activity

• Points change, customer-visible description, merchant internal note, created date, and updated date

Redeemable rewards

• Points product ID, exchange type and description, point price, and variable point values and range, when available

• Reward name, description, image, created date, and updated date, when available

Earning rules

• Rule name, image, action text and URL, reward type and value, and earning limit, when available

• VIP-tier restrictions, when available

VIP summary

• Whether a VIP program is configured; current and next tier IDs and names; progress; and the value needed to reach or retain a tier, when available

• Current VIP period end, tier expiry, and current and next tier perks, when available

The Card requests bounded recent data: up to two Smile customer candidates, 20 reward fulfillments, 10 point transactions, 20 points products, and 20 earning rules.

Gladly AI and App Actions

Smile separates retrieval from mutation. Data Pulls give Gladly AI structured loyalty context. App Platform actions perform the two supported Smile writes. A Gladly App Action is the AI-facing workflow an Administrator creates on top of one of those App Platform actions to validate or reshape inputs and results and expose only the variables a Guide needs.

Smile installs the underlying Data Pulls and App Platform actions. It does not install a preconfigured Gladly App Action or AI Guide. An Administrator must create and activate each App Action and add it to the intended Guide.

Use Smile data in AI conversations

• Retrieve the matched Smile customer, point balance, point labels, referral URL, and available VIP details.

• Retrieve reward fulfillments and codes, recent point activity, redeemable rewards, earning rules, and VIP summaries.

• Use the structured results to answer loyalty questions and determine whether an eligible next step is available.

• When no Smile customer matches, do not claim that the Customer has no loyalty account. When multiple records match, do not disclose loyalty details or perform a mutation until the Customer is explicitly resolved.

Available Smile App Platform actions

• createPointsTransaction — adds or removes points for an explicitly selected Smile customer. Inputs include the signed point change, customer-visible description, merchant internal note, and confirmation.

• purchasePointsProduct — purchases an explicitly selected Smile points product for an explicitly selected Smile customer. Inputs include the points product, points to spend, and confirmation.

• Both actions return structured Smile result data or a structured error. A reward purchase can return the reward code when Smile provides one.

Configure a Smile action for Gladly AI

• Install and configure Smile with the required read scopes and only the write scope for the action being enabled.

• Keep write actions disabled until the merchant has approved a positive maximum and the integration has been tested with a disposable Customer.

• In Settings > App Developer Tools > Custom Actions, create a Gladly App Action and add an App Platform step that calls either createPointsTransaction or purchasePointsProduct.

• Give every AI-provided input a precise description, add validation or transformation steps where needed, and expose only the result variables the Guide needs.

• Save and test the App Action, activate it, and then add it to the intended AI Guide. An App Action must be active before it can be used by a Guide.

Required safeguards for AI-triggered writes

• Require explicit confirmation. The Smile action rejects a write unless confirmed is true.

• Enforce the merchant-configured maximum. Missing, malformed, zero, or exceeded limits fail before a request is sent to Smile.

• Require one explicit Smile customer selection. Do not mutate when matching is ambiguous.

• Do not infer a points adjustment, reward, or spend amount. The Guide must collect or establish the exact input required by the merchant-approved workflow.

• Do not automatically retry an unknown outcome. Reconcile the result in Smile before another attempt.

• Apply least privilege: grant points_transaction:write only for points adjustments and points_purchase:write only for reward purchases.

Supported actions

Adjust Smile points

Inputs: Smile customer, signed point change, customer-visible description, merchant internal note, and confirmation. Valid only when exactly one Smile customer matches, write actions are enabled, confirmation is selected, and the absolute point change is within the merchant-configured maximum. A positive change adds points and a negative change removes points. The action fails before sending a request to Smile if the limit is missing, invalid, zero, or exceeded.

This source-aligned Agent Desktop composer render uses the form’s bundled fixture values, not live Customer data.

Purchase Smile reward

Inputs: Smile customer, Smile reward, points to spend, and confirmation. Valid only when exactly one Smile customer matches, a points product is available, write actions are enabled, confirmation is selected, and the points spend is within the merchant-configured maximum. The action requires a whole-number point spend and returns the purchase result; the reward code is visible in the Smile.io Card under Rewards and codes when Smile provides it.

This source-aligned Agent Desktop composer render uses the form’s bundled fixture values, not live Customer data.

Merchants decide which actions to enable, which + menu forms to register, and the positive maximum for each action. Use separate, role-appropriate action visibility and test each enabled action with a disposable Customer before rollout.

Do not automatically retry an action with an unknown outcome. The app returns structured Smile result data or a structured error for reconciliation.

How does customer matching work?

• Primary email address — Smile searches using the Gladly Customer Profile’s primary email address when one is present.

• First available email address — Smile also uses the first non-empty email address that differs from the primary email, when one is available.

• No email address — no request is made and the app does not retrieve Smile loyalty data.

• No matching Smile customer — the Card shows no loyalty data.

• More than one Smile customer record — the Card does not display loyalty details. It identifies the matching Smile records so a Team member can verify the Customer in Smile. The two agent actions require one explicit Smile customer selection.

Key use cases

1. Answer a Customer’s loyalty balance or VIP question

Use case: A Customer asks about point balance, VIP tier, or progress toward the next tier.

How it works:

• A Team member opens the Customer Profile and reviews the Smile.io Card.

• The Team member confirms the point balance, current tier, and available VIP information.

• The Team member answers the Customer from the Smile data in Gladly.

Business impact: Team members can answer loyalty questions without switching to Smile.

2. Confirm a reward or referral detail

Use case: A Customer asks about a reward code, a reward’s status, or their referral URL.

How it works:

• A Team member opens Rewards and codes in the Smile.io Card.

• The Team member reviews the reward’s status, code, expiry, instructions, and link when Smile provides them, or reviews the Customer’s referral URL.

• The Team member provides the supported loyalty detail in the Conversation.

Business impact: The Team member can verify current loyalty information from Customer Details.

3. Make a merchant-approved points correction

Use case: A Team member needs to correct a small points issue approved by the merchant.

How it works:

• The Team member verifies that a single Smile customer record matches the Customer Profile.

• The Team member opens Adjust Smile points from the + menu and enters a signed point change, customer-visible description, and merchant internal note.

• The Team member checks the confirmation box and submits the action within the configured maximum.

• The action result is recorded in the Conversation timeline.

Business impact: Merchants can support bounded loyalty corrections through Gladly.

4. Purchase an eligible reward

Use case: A Team member needs to purchase a selected available Smile reward for a Customer.

How it works:

• The Team member verifies that a single Smile customer record matches and that an eligible points product is available.

• The Team member opens Purchase Smile reward from the + menu, selects the reward, and enters the required point spend.

• The Team member checks the confirmation box and submits the action within the configured maximum.

• The action result is recorded in the Conversation timeline. When Smile provides a reward code, it is available in the Card under Rewards and codes.

Business impact: Merchants can allow bounded reward purchases without leaving Gladly.

5. Let Gladly AI guide a loyalty request

Use case: A Customer asks Gladly AI about their balance, available rewards, or an approved loyalty change.

How it works:

• The Guide retrieves the relevant Smile Data Pulls and checks that one Customer record is resolved.

• For a read-only question, Gladly AI uses the returned loyalty data to answer the Customer.

• For an approved write, the Guide invokes an active merchant-configured Gladly App Action, collects the exact required inputs, and requires explicit confirmation.

• The underlying Smile action enforces the configured maximum and returns structured result data or a structured error.

Business impact: Merchants can support consistent loyalty conversations with bounded, auditable operations rather than unrestricted writes.