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 onto the Gladly Customer Profile, so every Conversation, whether handled by a team member or automated, can recognize, reward and reinforce that loyalty. Team members can also add or remove loyalty points, credit a loyalty campaign and reply to a customer’s review without leaving the Conversation.
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, points 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
VIP tier, points and purchase history are available instantly, whether the Conversation is automated or handled by a team member, 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.
Make it right in points, safely
Team members can add courtesy points or credit a loyalty campaign from the Conversation. Every points change needs a confirmation, is capped by a maximum your admin sets, and removing points is off until an admin turns it on.
Answer reviews where the customer already is
Team members can post the store’s reply to a customer’s review, visible to all shoppers or to the reviewer only, while they are resolving the issue the review describes.
Supported features
The Yotpo App Platform integration is available in the following areas of Gladly:
Gladly Team
Two cards are available on the Customer Profile: Loyalty & Referrals and Reviews. Team members can view a customer’s full Yotpo profile alongside the Conversation.
Three forms are available from the Conversation’s compose menu: Adjust points, Record campaign action and Reply to review. The customer and the review are picked from this customer’s own Yotpo data. Reviews that already have a store reply are listed but cannot be selected, because Yotpo allows one reply per review.
Gladly AI
Yotpo data is available in Guides, so Gladly AI can use loyalty status, reviews and referral data for personalized, context-aware responses. The three actions can also be added to Gladly AI and Workflows, and are held to the same confirmation and limits as the forms. Nothing is available to Gladly AI until you add it in the Gladly AI settings.
Rules and Routing
Yotpo data attributes, such as VIP tier, points balance and review scores, are available in Rules to route Conversations to the right team.
Yotpo is connected with your Yotpo App Key, entered in Gladly Settings.
Details
What data can you access
Customer profile
Contact information: email, phone number, first and last name
Account status, default language and default currency
Customer tags and list memberships
Email and SMS marketing consent
Yotpo reviews summary: total reviews, average product, site and overall rating, sentiment scores, top review topics and last review date
Loyalty & Referrals
VIP tier name and status, 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
VIP tier progress: actions completed, and what is needed to keep or upgrade the tier
Referral code with sharing stats and completed referrals, and the referral link
Birthday, opt-in status and last seen date
Reviews
The most recent reviews, including unpublished and site reviews (set by Review limit: default 10, maximum 50)
Review score, title, content and verified buyer status
Product name, link, category and average score
Review images
Answers to custom review questions
Whether the review was incentivized, and how (coupon, free product, loyalty points or other)
The store’s reply, with its date and display name
Up and down votes
Available actions
Adjust points: add or remove Yotpo Loyalty points, with a title the customer sees in their points history. By default the change also counts toward lifetime points earned, which drives VIP tier progress; a checkbox changes the balance only. Refused before reaching Yotpo when unconfirmed, above the store’s maximum, negative while removing points is off, or not a whole number.
Record campaign action: credit a Yotpo Loyalty Custom Action campaign (a survey, an event, a social follow) so the campaign awards its points, with an optional points override held to the same maximum. The campaign is picked from a list when an admin fills in Campaign action names; otherwise it is typed exactly as named in Yotpo.
Reply to review: post the store’s reply to one of the customer’s reviews, visible to all shoppers or to the reviewer only. A reply that is blank or only whitespace is refused, so it cannot use up the review’s one reply.
How does customer matching work?
The app searches Yotpo with every email address and mobile phone number on the Gladly Customer Profile. If both Gladly and Yotpo have a name, at least one name (first or last) from Yotpo must appear in the Gladly customer’s name, which prevents false matches when different people share an email address or phone number.
If no Yotpo customer is found, the cards are empty and Guides receive no Yotpo data for that customer. Loyalty data and actions need a customer enrolled in Yotpo Loyalty; for a customer who is not enrolled, the points forms say so in plain words instead of showing an error.
Key use cases
1. Reward loyal customers automatically
Use case: A Gold tier member wants to return a dog raincoat that doesn’t fit.
How it works: Gladly retrieves the customer’s loyalty data from Yotpo (Gold tier, 4,200 points, two years of purchases) and checks the order value ($38) against the refund threshold ($50). The customer is Gold tier and the item is under $50, so Gladly approves the refund automatically. When the conditions are not met, Gladly routes the Conversation to a team member with the loyalty status, order details and request already in view.
Business impact: Loyal customers get instant, generous resolutions that reinforce their loyalty, and routine returns are resolved without a team member.
2. Prioritize VIP customers with the right team
Use case: A VIP customer reaches out and should reach a priority team with full context.
How it works: A Rule checks the customer’s VIP tier from Yotpo and routes the Conversation to a VIP Inbox. The team member opens it and sees the customer’s tier, points balance and purchase history on the Loyalty & Referrals card, with no searching.
Business impact: High-value customers get faster, more personal service, and team members have the context to make every interaction count.
3. Address a negative review before the customer explains
Use case: A customer who left a negative review contacts support.
How it works: The team member opens the Reviews card and sees the score, content and any photos the customer attached, such as a damaged product, plus any store reply already posted and answers to custom questions like sizing. Once the issue is resolved, they open Reply to review from the compose menu and post the store’s reply, publicly or to the reviewer only.
Business impact: The customer does not have to repeat themselves, resolution is faster, and the review shows the store followed up.
4. Make it right with points
Use case: A late delivery warrants a goodwill gesture, or a customer completed a survey that should have earned points.
How it works: The team member opens Adjust points, enters the amount and a history title the customer will see, confirms and submits; the new balance shows on the card. For a survey or event, Record campaign action credits the Custom Action campaign so Yotpo awards the points the campaign is set up to give.
Business impact: The make-good happens in the Conversation, inside limits your admin controls, and the customer sees it in their points history right away.