Yotpo on App Platform

Gladly’s Yotpo integration brings loyalty, review, and referral data directly into the Gladly platform. By connecting Yotpo with Gladly, you can enable intelligent routing based on loyalty tiers and review sentiment, empower AI-powered conversations with rich customer context in Gladly Sidekick, and give support Heroes instant access to Customer loyalty and review data within the Customer Details view.

Customer loyalty details including points, purchases, and referral information for Robert Yotpy.

Benefits

AI-Powered Contextual Responses

Sidekick uses loyalty, review, and referral data to provide personalized, context-aware responses that acknowledge customer value and enhance the self-service experience.

24/7 VIP Recognition

Sidekick can recognize and acknowledge VIP customers at any time, providing consistent premium service even outside business hours.

Increased Agent Productivity

Agents have all the review and loyalty data they need in one place, eliminating the need to search across tools and reducing handle time.

Faster, Contextual Support

Seeing a Customer’s reviews and loyalty data upfront allows Agents to quickly resolve issues and tailor their tone and messaging accordingly.

More Personalized Experiences

With insight into a Customer’s loyalty tier, sentiment, and engagement history, Agents can create truly personalized interactions that build long-term loyalty.

Improved Operational Efficiency

Loyalty and review data can be used to automate routing, and prioritize Conversations, optimizing team workflows.

Reduced Tool Switching

By bringing key Yotpo data into Gladly, Agents can work more efficiently without toggling between multiple platforms.

Supported Features

Gladly Sidekick

Yotpo data is accessible in Sidekick Guides, enabling AI-powered conversations with full loyalty, review, and referral context

Gladly Hero

Customer loyalty status, review history, and referral data can be displayed in Cards within the Customer Details panel during agent conversations

Rules and Routing

Yotpo loyalty and review data can be used as attributes in routing rules to intelligently direct conversations to the right teams

Available Actions

Customer Profile
- Contact information and account details
- Account status and preferences
- Customer tags and list memberships
Loyalty Program
- VIP tier name and status
- Points balance, lifetime points earned, and points redeemed
- Total spend and purchase history
- Perks redeemed count
- VIP tier progress and requirements
- Tier entry and expiration dates
Referral Program
- Unique referral code and statistics
- Number of completed referrals
- Referral performance metrics (shares, clicks, conversions)
- List of Customers who completed referrals (with email, name, and points contributed)
Reviews & Feedback
- Most recent reviews (including unpublished product and site reviews)
- Configurable review limit via reviewLimit parameter (default: 10)
- Both product and site reviews
- Review ratings, content, and product details
- Store owner comments on reviews
- Average ratings across products and site
- Sentiment analysis and top review topics

Example use cases

VIP Routing and Prioritization

Customers in top-tier loyalty tiers are automatically routed to priority Inboxes or high-touch queues to ensure they receive white-glove treatment. At the same time, Customers who have recently left negative reviews can be flagged and routed to specialized queues. This allows your team to proactively address concerns, reduce churn risk, and turn potentially negative experiences into opportunities for retention and brand loyalty.

Review-Aware Responses

When a Customer who recently left a product review reaches out, the Agent can see the review details and sentiment, and respond accordingly in real time.

Proactive Personalization

Agents can view loyalty point balances or VIP milestones and personalize interactions to surprise and delight loyal Customers.

Personalized Responses in Sidekick

Enable Sidekick to provide contextually aware, personalized responses that acknowledge customer loyalty status and engagement history.

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.

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

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"

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.

Configure the App with Your store_id

Run the following command to configure the app:

appcfg apps config create "gladly.com/yotpo/v1.0.0" \
  --name "Yotpo <store name>" \
  --config '{"store_id": "<yotpo_store_id>"}'
  --secrets '{}'

Optional configuration parameter:

reviewLimit: Number of reviews to fetch per customer (default: 10, max recommended: 50)

List Configurations to Get Your Configuration ID
Run the following command to list configurations:

appcfg apps config list --identifier "gladly.com/yotpo/v1.0.0"

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

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

Activate Your App
Once OAuth is complete, activate your app:

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

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.

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.