Loop Subscriptions on App Platform Overview

Gladly’s Loop Subscriptions integration surfaces the customer’s Loop subscriptions directly on the Gladly Customer Profile: what ships and how often, the price, the card on file, the shipping address, upcoming and past orders, and any failed payment. Team members can pause, skip, reschedule, swap, cancel and update subscriptions without leaving the Conversation.

Key benefits

See every subscription instantly

The Loop Subscriptions card shows each subscription with its status and next order, the items and price, the card it bills, where it ships, the next three scheduled orders and recent past orders, live from Loop, on the profile. A team member sees at a glance why a customer was charged or why a payment failed.

Change subscriptions in the Conversation

Team members pause, skip, reschedule, swap, change quantities or frequency, update the shipping address or cancel from forms in the Conversation. Each form offers only this customer’s subscriptions and the choices Loop allows, and the change appears on the card, with no second system and no swivel-chair.

Safeguards on anything that moves money

Actions that cost the store money (discount codes, save-offer discounts, billing an order early and loyalty points) are off until an administrator sets a limit for each, and each one asks for explicit confirmation. A request over the limit is refused with the setting that blocked it.

Supported features

The Loop Subscriptions App Platform integration is available in the following areas of Gladly:

Gladly Team

The Loop Subscriptions card is available on the Customer Profile, and eleven agent forms are available from the Conversation through Agent Actions. When a team member opens a Conversation, the app looks up the customer in Loop by email address and renders their subscriptions alongside the Conversation. The card reflects a change about a minute after it is made.

Loop is connected with an Admin API token entered in Gladly Settings.

Gladly AI

All 25 change actions are available to Gladly AI, together with 11 lookups, for example the customer’s subscriptions, upcoming and past orders, payment activity, the store’s products and cancellation reasons, and the subscription a Shopify order came from. Administrators choose which actions team members and Gladly AI can use in Agent Actions.

Details

What data can you access

The app reads subscriptions, scheduled and past orders, payment activity, the customer’s cards and Loop Loyalty balance, and the store’s products, frequencies and cancellation reasons. Each part of the card loads separately, so if Loop fails to return one part, only that section is empty.

Loop Subscriptions card

• Subscriptions, with active and paused first, then cancelled: status and the next order date, or when it was paused or cancelled and why

• Items: each product and variant with quantity and price, marking one-time add-ons and items left out of the next order

• Details: how often it ships, price per order, shipping, discounts and how many orders they have run for, the card it bills and when it expires (or that it was revoked), the shipping address, delivery note and orders so far

• Upcoming orders: the next three scheduled orders, marking skipped ones

• Past orders: order number, total, date, payment and fulfillment status, and items

• Payment problems: the most recent failed payment and Loop’s reason

• Other cards on file and the Loop Loyalty balance, with any unused reward codes

Available actions

• Cancel a subscription: with the store’s cancellation reason and the customer’s words, and optionally without Loop’s cancellation email (agent form)

• Pause a subscription: for 1 to 12 months or until a date (agent form)

• Resume a subscription: restart a paused subscription (agent form)

• Skip the next order (agent form)

• Reschedule the next order, and optionally the orders after it (agent form)

• Change how often it ships: to any frequency Loop allows for the subscription (agent form)

• Change a quantity, Swap a product: applied to every future order (agent forms)

• Add a product to the next order, one time only (agent form)

• Change the shipping address, starting from the current address (agent form)

• Send a card-update email: Loop emails the customer a secure link, so agents never take card numbers (agent form)

• Reactivate a cancelled subscription, reschedule one specific order, add or remove a recurring product, remove a product from the next order, remove a discount, switch to another card on file, set delivery notes, and email a portal login link (available to Gladly AI)

• Bill the next order now, apply a discount code, add a save-offer discount, and credit Loop Loyalty points, each within the administrator’s limit (available to Gladly AI)

How does customer matching work?

The app matches on the email addresses on the Gladly Customer Profile.

Up to three email addresses on the profile are looked up in Loop, by exact match. The card shows every Loop subscription under any of them, with the customer’s scheduled and past orders, payment activity, cards and loyalty balance attached to each. Loop holds every subscription under the customer’s email address, so subscriptions under an email that is not on the Gladly profile do not appear on the card.

A customer with no Loop subscription shows a short note on the card suggesting the team member ask whether they subscribed with another email, never an error.

Key use cases