Administrators can add and connect multiple communication Channels (Email, Voice, SMS, Chat, and Social messaging platforms) as Entry Points in Gladly to communicate with Customers.
What’s an Entry Point?
An Entry Point is basically a contact address/number (like an email address, phone number, or social account) through which Customers can use to contact you. By default, each new Entry Point routes incoming Contacts to that Channel’s primary Inbox. You can override this behavior by creating Exceptions to send a specific Entry Point’s messages to a different Inbox.
The sections below provide step-by-step instructions for adding all supported Channels — Email, Voice (Phone), SMS, Chat (Glad App), Facebook Messenger, Instagram Messaging, and WhatsApp — and configuring their Entry Points for use in Gladly.
Gladly’s Email Channel allows you to handle Customers emails using your company’s email addresses (e.g., [email protected]). To use an email address in Gladly, add it as an Entry Point and set up your email provider to forward messages into Gladly.
Before you begin
Ensure you have added your email domain in Gladly and updated its DNS records (SPF and DKIM) so it becomes verified – email forwarding will not work until the domain is verified. Also, do not enable forwarding from your email provider to Gladly until you have completed the setup, to avoid emails arriving before Agents are ready.
Steps to add an Email Entry Point in Gladly:
Navigate to Email settings: In Gladly, click the menu icon at the top left and select Settings. Under the Channels category, choose Email. This will open the Email Channel’s configuration screen.
Initiate adding a new address: If no email addresses have been set up yet, an Add Email Address prompt will appear automatically. If you already have at least one email configured, click the Add Email Address button (and ensure you’re on the “Email Addresses” tab).
Enter email details: In the Add Email Address form, fill in the following:
Email Username: The local part of the email address (for example, enter “support” if the address is [email protected].)
Sending Domain: Select the domain of the email address from the dropdown. (Note: the domain must be added in Gladly; you can add a new domain here if needed. If the domain is unverified, you can proceed, but you’ll need to verify DNS records before email forwarding will function.)
Email Sender Name: The friendly “From” name that Customers will see on emails from this address (e.g., YourCompany Support). You can change this later if needed.
Save and get forwarding address: Click Next. Gladly will generate a unique forwarding email address for this Entry Point. This is an address on Gladly’s mail server (ending in something like
@gladly.comor a similar domain) that will ingest incoming mail. Copy this forwarding address to your clipboard.Set up email forwarding in your email provider: In your email provider’s admin settings (Gmail/Google Workspace, Office 365, etc.), configure automatic forwarding from your support email to the Gladly forwarding address. This is typically done in the email account’s settings (for example, in Gmail, you would add a forwarding address and verify it). Do not activate the forwarding yet until you’ve finished configuring Gladly.
Finish adding the address in Gladly: After copying the forwarding address back in Gladly, click Save to finalize adding the email Entry Point. You should now see the email address on the Email Channel’s settings page.
Link the email to an Inbox: Gladly automatically adds the new email as an Entry Point on the Entry Points page (under the Orchestration settings) with the Email Channel’s default Inbox. If you want to change which Inbox emails from this address go to, go to Settings > Orchestration > Entry Points, find Email, and edit the Entry Point. By default, it will use the Xhannel’s primary (default) Email Inbox. You can use an exception to route this specific address to a different inbox or assign a unique SLA, if desired. Otherwise, keep it as the default.
Enable forwarding and test: Once the above is done, activate the forwarding rule in your email provider to start sending emails into Gladly. Any email sent to your support address will now be forwarded to Gladly. Test by sending a message to that address and confirming it creates a Conversation in the chosen Inbox. (Agents will reply from Gladly, and Gladly will send out emails using your configured domain – ensure SPF/DKIM are verified for proper delivery.)
Note:
If you have additional support addresses, repeat the above to add each one. Make sure each is associated with a verified domain and forwarded correctly. Also, consider setting up a ‘reply-to’ address if you want outbound emails to direct replies to a single address.
See Configure Email Entry Points for additional information on setting up Email as a Channel.
Voice (Phone Calls)
The Voice Channel in Gladly handles phone calls. To use it, you need to have at least one phone number added as a Voice Entry Point. You can either purchase a new phone number through Gladly or bring your own number (by porting it into Gladly or forwarding it to a Gladly-provided number). In either case, the number will appear in Gladly, and you will configure how calls to that number are routed (either directly to a team inbox or through an IVR menu). The steps below cover purchasing a new number via Gladly. (If you want to use an existing number, coordinate with Gladly Support to port the number, or forward calls from your existing number to a Gladly number. Once the number is available in Gladly, you can configure it similarly.)
Add a Voice phone number in Gladly:
Navigate to Voice settings: In Gladly, go to Settings > Channels > Voice. The Voice page will show any phone numbers already configured for Voice. Here you can also see if a number has an IVR linked (Initial IVR or Queue IVR columns).
Open the setup wizard: Click Set Up Voice. This opens the number setup wizard for Voice.
Choose to get a new number: In Step 1 of the wizard, select “Get a new phone number” and click Next. (If you need an international number outside the US/Canada, or a special number like a short code, Gladly will instruct you to contact Support instead.
Search for a number: In Step 2, use the Search Phone Numbers dialog to find an available phone number. By default, it will list random available US numbers, but you can filter:
Country: (US or Canada)
Type: Local or toll-free
Capabilities: Voice is always selected (since we’re in Voice setup). You can optionally include SMS/MMS if you want a number that supports those as well (e.g., to handle SMS on the same number). (Numbers that have both Voice and SMS capabilities will show icons for each and will appear in both the Voice and SMS settings pages)
Area Code or Pattern: You can search by specific area code, city, or pattern to find a memorable number (for example, search by area code “415” or a pattern like “GLAD”)
The search results will show a list of available numbers matching your criteria, along with icons indicating capabilities (voice, SMS, MMS). If more than 30 numbers are available, click Search again to load more.
Select a number: From the results, click Select Number next to the phone number you want. Then click Next.
Confirm purchase: In Step 3, review the number details (e.g., number, city, type, capabilities) and click Buy Number to confirm the purchase. The system will allocate the number to your account (note that voice numbers will incur monthly and usage charges on your telephony invoice). After confirming, a message should indicate the number was purchased successfully.
Configure voice routing: After purchasing, you’ll proceed to configure how this number will handle calls (Step 4/5 in the wizard). You have two main options:
Link to an IVR – You can choose an existing Initial IVR or Queue IVR flow to answer calls on this number (or create a new IVR if none exist). Using an IVR lets you play greetings or menu options and route calls based on caller input.
Direct line (no IVR) – You can skip IVR and have calls go directly to a designated team (Inbox). In this case, Gladly will treat the number as a direct entry point to an Inbox.
The setup wizard will guide you through selecting an IVR or direct routing. This step is important because it determines how Agents will receive incoming calls. (If you choose to activate Voice capabilities on the number now, you’ll be taken to the configuration page to link it either to an IVR or to set it as a direct line; this also makes the Entry Point appear on the Entry Points settings page immediately. If you choose not to activate voice on the number yet, the number is purchased but remains unusable until you configure it later via the Entry Points page or Voice settings.)
Link to Inbox via Entry Point: If you attached the number to an IVR, you’ll need to ensure the IVR’s exit nodes (final steps, like “press 1 for Support”) are linked to the correct Inboxes. The wizard provides a shortcut to the Entry Points page for linking IVR exit nodes to Inboxes. If the number is a direct line (no IVR), then the number itself will appear as an Entry Point that can be tied to an Inbox. In either case, go to Settings > Orchestration > Entry Points, find Voice, and confirm the new number is listed. If it’s a direct line, set the Inbox that calls should route to (e.g., “Support Calls Team”). If it’s using IVR, ensure each IVR menu option is mapped to the desired Inbox. Save any changes.
Complete setup: Once the number’s call routing is configured, click Done in the wizard. Your Voice Xhannel is now ready to take calls on that number. Test the setup by calling the number. It should ring Gladly (either directly in the team's inbox or via the IVR flow you attached). Agents assigned to the relevant Voice Inbox will receive incoming calls.
Notes:
Using an existing number: If you arranged to port in a phone number or purchased one earlier but didn’t finish the setup, you can use the “Use an existing Gladly phone number” option in the Voice setup wizard. This will allow you to pick a number already in your account and then go through the IVR/Inbox configuration for it (similar to above) without buying a new number.
911 and emergency calls: Gladly’s voice service may have limitations regarding emergency calling (911). Be sure to understand Gladly’s telephony terms if you plan to use these numbers for emergency calls (it is usually not recommended to rely on a VoIP/contact-center number for 911).
Porting or forwarding external numbers: Gladly allows you to port your existing phone number into their platform or set up a call forwarding from your existing carrier to a Gladly-provided number. These processes require coordination with Gladly Support. Once an external number is ported in, it will appear in your Voice Channel, and you can configure it like any purchased number.
See Configure Voice Entry Points for additional information on setting up Voice as a Channel.
SMS (Text Messages)
Gladly’s SMS Channel lets you handle text messaging with Customers. To use SMS, you need an SMS-capable phone number (local, toll-free, or short code) set up as an Entry Point. You can purchase a new SMS number through Gladly or port in an existing number. Important compliance note: If you use a US local number (10DLC) or toll-free number for SMS, carriers require registration/verification of that number for business messaging. Gladly will prompt you for the necessary A2P 10DLC registration (for local numbers) or Toll-Free verification during setup – make sure to complete these steps, otherwise your messages may be limited or blocked.
Steps to add an SMS number in Gladly:
Navigate to SMS settings: In Gladly, go to Settings > Channels > SMS. The SMS page will list any phone numbers currently configured for messaging and show which Inbox they route to (via Entry Point settings)
Open the setup wizard: Click Set Up SMS to start the SMS number setup process.
Choose a new or existing number: In Step 1 of the SMS wizard, you’ll have two options:
“Get a new phone number” – to search for and buy a new SMS-capable number via Gladly.
“Use an existing Gladly phone number” – to configure SMS on a number you’ve already purchased or added (for example, a number you bought earlier or a voice number that also supports SMS).
Select the option you need. (If you have no numbers yet, or need a brand new one, choose the first option. If you have a number in Gladly that isn’t set up for SMS, choose the second.)
(If getting a new number) Search and select a number: The process here is very similar to buying a Voice number:
Click Get a new phone number, then use the Search Phone Numbers dialog to find an available SMS number. By default, it will list available US numbers with SMS capability. You can filter by country (US/Canada), type (local vs toll-free), and even include Voice/MMS if you want a multi-capable number. You can also search by area code or pattern.
Choose a number from the results, click Select Number, and then click Next.
Gladly will show a confirmation (Step 3) – click Buy to purchase the number. Once confirmed, the number will be reserved for you. (Note: At this point, if you also opted to include voice capability, the number might appear in the voice Channel, but you can skip voice setup if you only need SMS.)
Decide on immediate activation: After buying a new number, Gladly asks if you want to activate SMS now. If you choose Yes, it will proceed to configure the number for SMS messaging; if you choose No (don’t activate yet), the number will be added to your account but not usable for SMS until you finish the setup later. For initial setup, typically you’d activate it now unless you’re holding the number for later.
Complete compliance steps: Next, Gladly may present compliance registration forms depending on the number type:
For local 10DLC numbers (U.S. long codes), you’ll need to register your business and use case. Gladly provides a registration form (it might link to a form to collect your company info, campaign use case, etc.). Fill this out as required. You cannot fully enable messaging on the number until this is approved (this process might take some time — Gladly will notify you when registration is complete).
For Toll-Free numbers, you must complete a verification form (to verify you won’t send spam, etc.). Submit the form as Gladly provided and wait for approval.
These steps are only required for SMS. If you’re only using the number for Voice, you can skip them, but since this is the SMS Channel, they apply. Gladly will typically not let you send outbound SMS until the number is verified/registered to comply with carrier rules.
If the number is a short code, those are special and require a different onboarding process with carriers (usually done with Gladly’s help).
Finish SMS setup: Once any required registration is done (or if it’s pending, you can continue configuration in Gladly), the SMS Entry Point needs to be linked to an Inbox. Gladly will route messages from a new SMS number to the primary SMS Inbox (the default inbox for SMS as set on the Entry Points page). If you want to change this, navigate to Settings > Orchestration > Entry Points > SMS, and you can add an Exception to route that specific number’s messages to a different Inbox (for example, route texts from +1 800 123 4567 to a “VIP SMS” Inbox). By default, if you do nothing, the number will be used in the main SMS inbox.
Using an existing number (if applicable): If in step 3 you chose “Use an existing Gladly phone number”, you’ll be taken to a list of SMS-able numbers that are in your account but not yet configured for SMS. Select the number you want to activate. The wizard will then prompt you to confirm the Inbox it will route to (it will show the default, with an option to go to Entry Points settings for exceptions). Continue and complete any compliance steps as prompted. Essentially, this path is completing the activation for a number you acquired earlier. Once done, it’s the same outcome: the number is active for SMS and listed on the Entry Points page.
Test the SMS Channel: Once your number is active (and any waiting period for compliance approval is passed), test by sending an SMS from an external phone to the number. The message should create a Conversation in Gladly (in the designated Inbox). Agents can reply from Gladly, and the Customers will receive the SMS from your number. Remember that until registrations are approved, carriers might limit or block messages; Gladly will indicate if the number is pending.
Notes:
SMS numbers are billed to you as part of your telephony usage. If you need to use short codes or international SMS numbers, those must be requested through Gladly Support (they cannot be self-serviced in the UI). Also, if you have both Voice and SMS on the same number, remember to configure both Channels accordingly (Voice IVR settings and SMS Inbox routing).
See Configure SMS Entry Points for additional information on setting up SMS as a Channel.
Chat
Gladly’s Chat Channel is powered by a web widget you embed on your website or help center. Customers can click the chat widget to start a live chat with your Agents, and those Chat Conversations will appear in Gladly. Each widget you create counts as an Entry Point under the Chat Channel — you can have multiple chat widgets (for example, one for your main site and one for a sub-brand site). Setting up chat involves creating the widget in Gladly and adding the provided embed code to your website.
Steps to add the Chat (Glad App) Channel:
Navigate to Glad App settings: In Gladly, go to Settings > Channels > Glad App (this is the Chat Channel’s configuration). You will see a list of any existing Glad Apps (chat widgets) you have.
Create a new Glad App: Click Create Glad App. A prompt will appear to name your new app.
Name the chat widget: Enter a Name for this chat Entry Point. The name is for your reference (Customers don’t see it); for example, “Main Website Chat” or “Mobile App Chat”. This name will also appear on the Entry Points page to identify the source of chats. (Note: Only alphanumeric characters, hyphens, or underscores are allowed in the name – no special characters.)
Configure Glad App settings: After clicking Create, you will be taken to the Glad App configuration page. Here, you can set up:
Availability & Display Rules: When and where the chat widget should appear. For example, you can set specific URLs or pages where the widget shows up, or define business hours for the chat (Glad App Hours) so it only appears during certain times.
Quick Actions & Self-Service: Optionally enable Quick Actions (pre-defined help options or FAQ suggestions) and Public Answers search, which allow Customers to self-serve before starting a chat. (Enabling this lets Customers search your FAQ or knowledge base from the widget)
Style: Customize the appearance – you can choose the colors, icon style, position, and other UI elements to match your branding.
Text: Customize the welcome message, titles, and prompts shown to the Customers in the widget
Review each section (Configuration, Style, Text) and adjust as needed. Gladly provides a live preview on the right side as you make changes, so you can see what the chat widget will look like.
Save configuration: Typically settings are saved as you go, but ensure you click Save or Done if required. You can also set the Glad App to Active or Inactive; make sure it’s active when you’re ready to deploy.
Embed the chat widget on your site: Once you’re happy with the configuration, you need to add it to your website. In the Glad App page, find the newly created app in the list (if you navigated away, go back to Settings > Channels > Glad App). Click the options (⋯) icon and choose View Embed Code or Embed (the interface might show an Embed button after creation, or a preview mode where you click “Embed this” to get code). Gladly will display two code snippets:
A Loader script for Glad App – this is a
<script>tag that you place in the<head>of your website pages.An Initializer script – another small script that launches the specific Glad App by name. This usually goes just before the closing
</body>tag.
Copy both code snippets. Insert the first snippet (loader) into the HTML of your site (common to put in the global header or tag manager, so it loads on all pages where you want chat to be available). Then insert the second snippet (initializer) either in the global footer or on specific pages where you want that widget to appear.
Verify on your website: After adding the code, go to your website and refresh. You should see the chat icon/widget (often it appears as a button or chat bubble at the corner of the page). Click it and ensure the chat window opens, the styling matches what you set, etc. You can attempt to send a test message to verify that it comes into Gladly.
Entry Point and routing: The new chat widget will automatically appear under Entry Points > Chat in Gladly, and by default, chats initiated from it will route to the Chat Channel’s default Inbox. If you have only one chat widget, you can use the default. If you have multiple chat widgets (Glad Apps) and want to route them differently (for example, a sales chat widget that should go to a Sales team Inbox), you can create an Exception in the Entry Points settings. Go to Entry Points > Chat, click the specific Glad App entry, and add an exception to point it to a different Inbox. Otherwise, all chats will go to the primary Chat Inbox.
Finalize and test end-to-end: Make sure Agents are assigned to the Inbox that will receive chats. Then initiate a chat from the website as a Customer would, and confirm that an Agent in Gladly can see the chat and respond. Once confirmed, your Chat Channel is live.
Notes:
You can create multiple widgets for different use cases or sites. Each can have its own settings and can be embedded on different pages. If you update a widget’s configuration in Gladly, you do not need to re-embed the code; changes will take effect on the website within about 10 minutes automatically. Also, consider setting up business hours and automated offline messages when no Agents are online. Gladly allows you to configure messages when chat is unavailable (via Glad App Hours and text settings).
See Add and Configure Chat Entry Points for additional information on setting up Chat as a Channel.
Facebook Messenger
Gladly can integrate with Facebook Messenger, allowing messages sent to your company’s Facebook Page to flow into Gladly, and letting Agents reply from Gladly. To set this up, you must be an Admin of the Facebook Page (via a Facebook Business account) and authorize Gladly to connect. Each connected Facebook Page becomes an Entry Point under the Messenger Channel in Gladly.
Steps to add Facebook Messenger:
Prerequisites: Ensure you have a Facebook Page for your business (or the page you want to connect) and admin access to that page (through Facebook Business Manager). We also recommend that if you have any existing Messenger integrations or bots on that page, you deactivate them, since Gladly will take over handling messages (Gladly does not support Messenger’s Handover Protocol – it expects to have sole control of incoming messages).
Log into Facebook: On your computer, log in to the account with admin rights to the page.
In Gladly, go to Messenger settings: In a separate tab, open Gladly Settings > Channels > Facebook Pages. (In Gladly’s interface, “Facebook Pages” refers to Messenger integration.) You will see any pages already connected, if applicable.
Start adding the page: Click Add Facebook Pages to connect a new page. This will open a Meta (Facebook) login prompt in a pop-up window. (If you have a pop-up blocker, allow the pop-up or temporarily deactivate the blocker, as the login needs to pop up.)
Authenticate with Facebook: In the Facebook login window, enter your Facebook credentials if you are not already logged in. Facebook will then ask you to grant permission to use the “Gladly” app. You should see a list of pages you manage and a set of toggles for permissions (such as read messages, manage conversations, etc.). Give Gladly all requested permissions – by default, they should be activated. (Unless you have a specific reason to limit access to certain pages, it’s easiest to leave all toggles on. You can deselect pages you don’t want Gladly to have access to if you manage multiple, but make sure the page you want is allowed.)
Complete the integration: After granting permissions, Facebook will redirect back or show “OK”. The pop-up will close, and Gladly will register the connection. Now in Gladly, you should see the Facebook Page listed in the Facebook Pages settings screen, with details like Page Name and ID, and who added it. Gladly will typically indicate that Messenger is now connected.
Configure routing (Entry Point): Gladly automatically creates an Entry Point for this Facebook Messenger connection. By default, messages from this Facebook Page will go into the Messaging Channel’s default Inbox (often called something like “Messaging” or specifically a Messenger Inbox). If you want these messages to route to a different Inbox, navigate to Settings > Orchestration > Entry Points > Facebook Messenger. You can add an Exception to route the page’s messages to an Inbox of your choice (for example, a dedicated Social Media team inbox). Otherwise, accept the default routing.
Test Messenger integration: Go to your Facebook Page (or ask someone) and send a message via Facebook Messenger (“Send Message” on the page). Within a few seconds, that message should appear in Gladly as a new Conversation (in the assigned Inbox) with the Channel labeled as Facebook Messenger. Agents can reply in Gladly, and the response will be sent back to the user through Messenger. Test that this round-trip works.
Once connected, any new messages on the Facebook page will come into Gladly. Agents can also initiate messages to Customers if their Facebook profile is linked to their Gladly Customer Profile (or by responding to an existing thread).
Notes:
If you ever need to disconnect or reconnect the Facebook integration, you can remove it in Gladly. If reconnecting, Facebook may require you to remove the previous Gladly app integration from the Facebook Business Integrations settings before adding it again.
See Set Up and Configure Facebook Messenger for additional information on setting up Facebook Messenger as a Channel.
Instagram Messaging
Instagram Messaging integration in Gladly allows you to manage your Instagram Direct Messages (DMs) and story mentions directly from Gladly. Under the hood, this works via the Facebook/Meta API (Meta owns Instagram). You will need an Instagram Business account connected to a Facebook Page and the appropriate permissions to authorize Gladly. Each Instagram account connected becomes an Entry Point in the Instagram Messaging Channel.
Steps to add Instagram Messaging:
Prerequisites: Convert your Instagram account to a Business account (if it isn’t already) and link it to a Facebook Page you manage. Ensure you have admin access to that Facebook Page (through Business Manager). Like Messenger, you’ll be logging in via Facebook to authorize. It’s also helpful to think about which Gladly Inbox should receive Instagram messages and set up any desired rules (for spam, etc.) beforehand.
Log into Facebook (Meta): Log in to the Facebook Business account that manages the Instagram account.
In Gladly, go to Instagram settings: Navigate to Settings > Channels > Instagram Messaging. You will see any Instagram accounts already connected, along with columns for Page Name, Username, etc.
Add Instagram account: Click Add Instagram Messaging. A pop-up window will appear for Facebook (Meta) login. (As with Messenger, deactivate pop-up blockers temporarily.
Authenticate and select account: If not already logged in, enter your Facebook credentials. The pop-up will ask you to authorize Gladly to manage your Instagram messages. It will list your Instagram Business accounts/pages. Make sure to grant all required permissions (they should be on by default) and select the Instagram account you want to connect.
Finish authorization: Click through the prompts (Edit Access if shown, then OK/Done). Once completed, the Instagram account will be added to Gladly. On the Instagram Messaging settings page in Gladly, you’ll see the account listed with its name, Instagram @username, Page ID, etc.
Configure routing: By default, incoming Instagram DMs or mentions will go to the Instagram Channel’s default Inbox in Gladly. If you want these messages in a specific Inbox, go to Entry Points > Instagram Messaging in Orchestration settings. Here you can see the connected Instagram Entry Point. Add an exception if needed to route it to a different inbox or set a unique SLA. Otherwise, they’ll use the default.
Test the connection: From another Instagram account, send a direct message to the Instagram Business account you just connected, or mention the business in a story (if you want to test story mention capture). In Gladly, verify that a new Conversation appears for that DM under the Instagram Channel, and Agents can read and reply. Responses sent by Agents in Gladly will be delivered as Instagram messages to the user.
Notes: Gladly can capture both direct messages and story @mention replies from Instagram. Agent actions like “liking” a message on Instagram from Gladly may not count as a reply (they won’t affect SLA) – only actual message replies do. If you have multiple Instagram accounts, you can connect each one separately (each will show up as its own Entry Point). In case you need to reconnect an Instagram account, similar to Facebook, remove the Gladly integration from your Facebook Business integrations first before re-adding.
See Set Up and Configure Instagram Messaging for additional information on setting up Instagram Messaging as a Channel.
Gladly’s WhatsApp integration allows your team to send and receive WhatsApp messages through the platform. Setting up WhatsApp is more involved because it uses the WhatsApp Business API via Meta. You will need a WhatsApp Business Account (WABA) on Facebook’s Business Manager and an SMS-capable phone number to associate with WhatsApp. You have two choices for the phone number:
Use an SMS-enabled number you already have in Gladly (one you purchased for SMS or voice and that supports SMS).
Use your own external phone number (not already in Gladly) to receive SMS.
Steps to connect WhatsApp in Gladly:
Prerequisites: Ensure the phone number you plan to use can receive SMS (WhatsApp will send verification codes via SMS or phone call). If the number is already used in Gladly for Voice in Canada, note that Meta might require a separate WABA. Decide which Inbox in Gladly should handle WhatsApp conversations (you might create a dedicated WhatsApp Inbox). Also, set up Business Hours and topics if you want auto-replies or categorization for WhatsApp messages.
In Gladly, go to WhatsApp settings: Navigate to Settings > Channels > WhatsApp. You will see any connected WhatsApp accounts (listed by phone number, display name, WABA ID, etc.).
Click Connect WhatsApp: Click the Connect WhatsApp button to add a new WhatsApp account/number. A modal dialog will appear with two options:
Connect a Gladly SMS-capable phone number – Choose this if the number you want to use for WhatsApp is already in your Gladly account (as an SMS or Voice number).
Connect your own phone number – Choose this if you are using a number that is not in Gladly yet (external number).
If using a Gladly number (Option A):
Select the desired phone number from the dropdown list. (The dropdown will list SMS-enabled numbers in your Gladly account. If it’s empty, you have no appropriate numbers in Gladly and need to either purchase one in SMS Channel or use the external option.)
Enter a Display Name for your WhatsApp Business profile. This is the name Customers will see as the sender in WhatsApp (often your business name). Important: The display name must comply with WhatsApp (Meta’s) guidelines (e.g., it should reflect your business and be authorized). Once set and submitted to WhatsApp, changing this name later can be difficult, so choose carefully.
If using your own number (Option B):
Ensure the number is not already in Gladly (the system will actually prevent adding if it finds it in your account).
Enter your phone number in international format (e.g., +1 408 555 1234, with country code).
Click Next. If the number entered is already in Gladly, you’ll see an error and be prompted to use the other option instead.
If accepted, proceed to the next step.
Log into Meta and authorize: After selecting/entering a number and clicking Next, Gladly will initiate the Facebook (Meta) login flow. A window will pop up prompting you to log into your Facebook Business account (which has your WhatsApp Business Account). Log in with your credentials if not already logged in. Gladly will then ask for permissions to manage your WhatsApp Business on your behalf. Click Get Started and go through the prompts:
When prompted, select the Business and WhatsApp Business Account (WABA) you want to use for this integration. (If you have already set up a WABA and verified the number through Facebook, select that. Otherwise, Facebook will guide you through the process of creating one.)
You may need to confirm that Gladly can send messages on your behalf and view your WhatsApp business messages. Accept all prompts.
Verify the phone number: Facebook/WhatsApp will now verify that you own that phone number. Usually:
They will send a 6-digit code via SMS or voice call to the phone number you’re connecting. You must enter that code in the prompt to confirm the number.
Once the code is entered correctly, the number gets officially connected to your WhatsApp Business Account.
Complete the setup: Continue through the flow and click Finish when prompted. The Gladly WhatsApp settings page will now show the phone number as Connected, a WABA ID, and the Display Name you set. Initially, the status may show as Pending or something similar while WhatsApp finalizes the connection (this usually clears in a minute or two).
Routing and Inbox: The WhatsApp number is now an active Entry Point. By default, incoming WhatsApp messages will land in the WhatsApp Channel’s default Inbox (typically Gladly creates a default WhatsApp Inbox). You can change this by going to Entry Points > WhatsApp and adding an exception to route that number’s messages to any Inbox you prefer. If you only have one WhatsApp number, using the default is fine.
Test WhatsApp: Have someone send a WhatsApp message to the phone number you connected (or do it yourself from a different WhatsApp account). In Gladly, verify that a new Conversation appears (Channel will show WhatsApp) and that Agents can read and reply. Agents assigned to the Inbox will receive these messages just like any other Conversation. Reply from Gladly and ensure the WhatsApp user receives the message.
Notes:
Once verified, your WhatsApp Channel is live. If the number fails verification (e.g., display name issues or Meta’s checks), Gladly will flag it (an icon next to the number). You might need to adjust the display name or contact Gladly Support if that happens.
Display Name: As mentioned, Meta has strict guidelines; the name should ideally match your business name or have a clear relation, otherwise your messaging throughput might be limited. Also note that WhatsApp Business conversations may incur costs (WhatsApp charges per conversation after a certain number of free sessions); ensure you have your WhatsApp Business Account set up with billing as needed.
See Set Up and Configure WhatsApp for additional information on setting up WhatsApp as a Channel.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.