Yotpo on App Platform

Overview

Latest App version: v2.0.0

Every support interaction is a chance to deepen Customer loyalty — and loyal Customers spend more, refer more, and stay longer. Gladly's Yotpo integration brings loyalty, review, and referral data directly into the Gladly platform, so every Conversation — whether handled by a team member or automated — can recognize, reward, and reinforce that loyalty.

Key Benefits

Give loyal Customers the VIP treatment

Yotpo loyalty data lets you personalize self-service — for example, automatically approving a refund for a VIP Customer while routing lower-tier requests to a team member for review.

Route Conversations by loyalty and review data

VIP tier, point balance, review scores, and other Yotpo attributes can prioritize and route Conversations automatically — so high-value Customers reach the right team without manual triage.

Acknowledge loyalty from the first message - whether automated or human

VIP tier, points, and purchase history are available instantly — so every interaction reflects the Customer's value.

Get the full story before a Customer explains it

When a Customer who left a review reaches out, team members see the score, content, images, and any store reply — so they already know the issue before the Customer explains it.

Supported Features

The Yotpo App Platform integration is available across multiple areas of Gladly:

Gladly AI

Yotpo Data Pulls are available in Guides. Guides can retrieve loyalty status, reviews, and referral data during Customer Conversations to provide personalized, context-aware responses.

Gladly Team

Two Cards display in Customer Details: Loyalty & Referrals and Reviews. Team members can view a Customer's full Yotpo profile alongside the Conversation.

Rules and Routing

Yotpo data attributes — such as VIP tier, point balance, and review scores — are available in Rules to route Conversations to the right team.

Details

What data can you access

Customer Profile

• Contact information (email, phone number, first name, last name)

• Account status, default language, and default currency

• Customer tags and list memberships

• Marketing consent (email and SMS subscription status)

• Yotpo UGC summary: total reviews, average product rating, average site rating, overall average rating, sentiment scores, top review topics, and last review date

Loyalty & Referrals

• VIP tier name and status

• VIP tier entry date and expiration date

• Points balance, lifetime points earned, and points redeemed

• Next points expiration date and amount

• Credit balance (in store and Customer currency)

• Total spend, total purchases, and last purchase date

• Perks redeemed count

• VIP tier progress: actions completed, maintenance requirements, and upgrade requirements

• Referral code (legacy format) with sharing stats and completed referral details

• Referral link (new format) with direct referral URL

• Birthday, opt-in status, and last seen dateVIP tier name and status

Reviews

• Most recent reviews, including unpublished and site reviews (configurable via reviewLimit, default: 10, maximum: 50)

• Review score, title, content, and verified buyer status

• Product details: name, URL, category, average score, and product images

• Review images with thumbnail and original URLs

• Custom field responses (reviewer answers to custom form questions)

• Incentive information: whether the review was incentivized and the incentive type (coupon, free product, loyalty points, or other)

• Store replies with content, date, and display name

• Vote counts (up and down)

How does Customer matching work?

Yotpo finds the right Customer by matching data from their Customer Profile:

• Email search — Searches Yotpo using all email addresses from the Customer Profile.

• Phone search — Searches Yotpo using all mobile phone numbers from the Customer Profile.

• Name verification — If both Gladly and Yotpo have name data, at least one name (first or last) must appear in the Gladly Customer's name. This prevents false matches when different people share an email or phone number.

• No match — If no Yotpo Customer is found, the Card displays empty and Guides receive no Yotpo data for that Customer.

Key use cases

1. Reward loyal Customers automatically

Use case: A Gold Paw Club member wants to return a dog raincoat that doesn't fit. Gladly handles it end-to-end based on loyalty tier and order value.

Example Customer flow

Customer: "Hi, the raincoat I ordered for my dog doesn't fit. Can I return it?"

Gladly:

• Retrieves the Customer's loyalty data from Yotpo — Gold Paw Club tier, 4,200 points, two years of purchases.

• Checks the order value ($38) against the refund threshold ($50).

• The Customer is a Gold tier member and the item is under $50, so Gladly approves the refund automatically.

• Responds: "Of course! I've issued a full refund for the raincoat — you should see it within 3-5 business days. No need to send it back. If you'd like, you could donate it to a local dog shelter. Want help finding the right size for your pup?"

When conditions aren't met (e.g., the item is over $50 or the Customer isn't in a loyalty tier):

• Gladly routes the Conversation to a team member with full context — loyalty status, order details, and the Customer's request — so they can make the call.

Business impact: Loyal Customers get instant, generous resolutions that reinforce their loyalty AND routine returns are resolved without team member involvement.

2. Prioritize VIP Customers with the right team

Use case: A VIP Customer reaches out and is automatically routed to a priority team with full context.

How it works:

• A Rule checks the Customer's VIP tier from Yotpo data before routing.

• The Conversation is routed to a VIP Inbox for priority handling.

• The team member opens the Conversation and sees the Customer's tier, points balance, and purchase history in the Loyalty & Referrals Card — no searching required.

Business impact: High-value Customers get faster, more personal service AND team members have the context to make every interaction count.

3. Address negative reviews before the Customer explains

Use case: A Customer who left a negative review contacts support. The team member already has the full picture.

How it works:

• The team member opens the Reviews Card and sees the review score, content, and any images the Customer attached — for example, a photo of a damaged product.

• If the store has already replied, that response is visible too — so the team member knows what's been communicated.

• Custom field responses (like sizing feedback) give additional context for the issue.

Business impact: The Customer doesn't have to repeat themselves, the team member can acknowledge the issue immediately, AND resolution is faster because the context is already there.

Installation

Before you start

Review the following information before you install the Yotpo app.

• Review the App Platform overview and key concepts to familiarize yourself with this tool before the installation.

• You will need access to a technical resource who can install and run appcfg CLI and has access to both your Gladly and Yotpo instances.

• You need to have Administrator permission in order to complete the installation process.

Install the Yotpo App

Follow the steps below to install and configure the Yotpo App for Gladly Sidekick. Once set up, your team can view loyalty status, reviews, referrals, and point balances directly within Gladly.

1. Install the App Platform CLI Tool

To begin, install the App Platform CLI (appcfg), which allows you to manage and configure all your App Platform apps.

Follow the setup instructions here: Install appcfg

2. Obtain Your Gladly API Credentials

You’ll need the following to authenticate with your Gladly instance:

• Gladly Host:

  • us-1.gladly.com for Production

  • us-uat.gladly.qa for Sandbox

• Gladly User: The email of a Gladly user with Administrator or API User permissions

• Gladly API Token: A personal API token for the user above

To generate your token, follow Gladly’s API Token documentation.

Once you have these, set them as environment variables for convenience:

export GLADLY_APP_CFG_HOST="us-1.gladly.com"  # or us-uat.gladly.qa for Sandbox
export GLADLY_APP_CFG_USER="your.email@company.com"
export GLADLY_APP_CFG_TOKEN="your-api-token-here"

3. Gather Your Yotpo Credentials

Follow Finding your Yotpo app key and secret key to locate your credentials.

• App Key (store_id):

  • In Yotpo, go to Account Settings → General Settings.

  • You’ll find your App Key at the bottom of the General Settings section.

4. Configure the App with Your store_id

   Run the following command to configure the app:

   appcfg apps config create "gladly.com/yotpo/v2.0.0" \
     --name "Yotpo <store name>" \
     --config '{"store_id": "<yotpo_store_id>", "reviewLimit": 10}' \
     --secrets '{}'

Always install the latest available version of the app. You may check out the latest version using this command appcfg apps list

5. List Configurations to Get Your Configuration ID

   Run the following command to list configurations:

appcfg apps config list --identifier "gladly.com/yotpo/v2.0.0"

Note the CONFIG ID from the output — you’ll need it for the next step.

6. Complete OAuth Authorization

   Run the OAuth authorization flow:

appcfg apps oauth <config-id>

This will:

• Open a browser window for Yotpo OAuth authorization

• Prompt you to authorize with your Yotpo admin account

• Display a confirmation message (R2xhZGx5...) when authorization is successful

7. Activate Your App

   Once OAuth is complete, activate your app:

appcfg apps config update <config-id> --activate

8. Verify Your Installation

After activation, go to Settings → App Actions in Gladly to test an available action.

You can now use these actions in your Guides.

9. Enable Yotpo Cards in Gladly

When ready, reach out to Gladly Support to enable Yotpo Cards in Customer Details.

Additional resources

For more details on configuration and credential structure, refer to the app-platform-examples repository. You can always clone it and adapt it to your needs.