Gladly’s Magento integration surfaces the Customer’s Magento account and recent orders directly on the Gladly Customer Profile — their contact details, their five most recent orders with every item, its size and color, the totals, payment and shipping details, and each shipment with its tracking number — and links each order straight to Magento admin. Team members and Gladly AI can also cancel, hold and release orders, add order comments, resend order confirmations and send password reset emails, all without leaving the Conversation.
Key benefits
See recent orders instantly
The Magento card shows the customer's name, email, phone, address and Magento ID, then their five most recent orders, newest first, live from Magento, on the profile. A team member sees each order's status and total at a glance, with the newest order already expanded.
Know exactly what was ordered
Each order lists its items with SKU, quantity, unit price and status, together with the size, color or other options the customer chose. Discounts, coupon, tax, shipping, payment method and billing address appear under Order Details.
Track shipments and jump to Magento
Every shipment shows its carrier and tracking number, linked to the carrier's tracking page when Magento provides one. The order number and Magento ID link straight to the order and the customer in Magento admin.
Act on orders without leaving Gladly
Team members can cancel, hold or release an order, add a comment to it, resend its confirmation email, or send the customer a password reset email from Agent Actions. Gladly AI can do the same in a Conversation. Cancelling asks for confirmation first, because Magento cannot undo it, and each action is recorded on the Conversation timeline.
Supported features
The Magento App Platform integration is available in the following areas of Gladly:
Gladly Team
The Magento card is available on the Customer Profile. When a team member opens a Conversation, the app looks up the customer in Magento by email address and renders their account and recent orders alongside the Conversation.
Team members can also act on orders from Agent Actions: cancel, hold or release an order, add an order comment, resend the order confirmation, and send a password reset email.
Magento is connected with the store's host name, its admin address, and the four OAuth credentials of a Magento integration, entered in Gladly Settings. No command-line tools are required at any point.
Gladly AI
The order lookup action and the order actions are available to Gladly AI, Team Assist and workflows, together with the full customer and order record: each item's quantities shipped, invoiced and canceled, line totals, weights and product types, every shipment, and each product's page key and image path. Gladly AI must confirm a cancellation explicitly, or the request is rejected before it reaches Magento. Administrators choose which actions Gladly AI can use in Agent Actions.
Details
What data can you access
Magento card
Customer: name, email, phone, address, Magento ID linked to Magento admin, customer since, and last updated
Orders: the five most recent, each with its order number linked to Magento admin, status, total, and order date
Items: name, size, color and other selected options, SKU, product ID, quantity, unit price, item tax, quantity shipped and canceled, and status
Order details: discount, tax, shipping, total, payment method, shipping method, coupon, whether the order is fulfilled, currency, order email, and billing address
Fulfillments: each shipment's shipping method, carrier and tracking number, and the products it contains
Available actions
Look up an order: returns the order's status, totals, items, payment and shipping details, and billing address (available to Gladly AI)
Cancel an order: cancels an order that has not been invoiced or shipped. The team member must tick a confirmation box first, because Magento cannot undo a cancellation.
Hold an order: places an order on hold. Orders already on hold, canceled, closed or complete are not offered.
Release an order from hold: releases an order that is on hold
Resend the order confirmation: asks Magento to email the order confirmation to the customer again
Add an order comment: adds a note to the order's history in Magento, and can also email it to the customer. The order's status is not changed.
Send a password reset email: Magento emails the customer a link to choose a new password for their store account
Each order action is available to team members in Agent Actions and to Gladly AI, and lists the customer's five most recent orders. When Magento refuses an action (for example, cancelling an order that has already shipped), the team member sees why it was refused.
How does customer matching work?
The app matches on the email addresses on the Gladly Customer Profile.
The app searches Magento for every email address on the profile in a single request. If more than one Magento customer matches, it uses the one whose email is the profile's primary email address, or the first match if none is. Magento cannot be searched by phone number.
A Magento customer with no orders shows a short "No orders" note on the card, never an error.
Key use cases
1. Answer "where is my order?"
Use case: A customer asks when their order will arrive.
How it works: The team member opens the order on the card and reads its status and its shipments, then shares the tracking number or opens the carrier's tracking page from the link.
Business impact: Order status questions are answered from Magento's record without leaving the Conversation.
2. Handle an exchange or a wrong item
Use case: A customer says they received the wrong size or color.
How it works: The team member checks the item on the card, which shows the size, color and other options the customer chose, along with the SKU and quantities shipped.
Business impact: The team member confirms what was ordered before arranging an exchange, without asking the customer to look it up.
3. Explain a charge
Use case: A customer asks why they were charged a certain amount.
How it works: Order Details shows the discount, coupon, tax, shipping and total, along with the payment method and billing address.
Business impact: Billing questions are answered in one place, with every figure from Magento.
4. Cancel or hold an order
Use case: A customer asks to cancel an order, or an order needs to be held while an issue is sorted out.
How it works: The team member opens Agent Actions, chooses Cancel order or Hold order, picks the order and confirms. The order is updated in Magento and the action is recorded on the Conversation timeline. Refunds and other changes are still made in Magento admin, one click away from the order number on the card.
Business impact: Common order changes are made without switching to Magento admin, and every change is recorded on the Conversation.
5. Help a customer back into their account
Use case: A customer cannot sign in to the store.
How it works: The team member runs Send password reset email from Agent Actions, and Magento emails the customer a link to choose a new password.
Business impact: Account access issues are resolved in the Conversation, without the team member handling passwords.
6. Leave a note on the order
Use case: The team member needs to record what was agreed with the customer.
How it works: Add order comment adds the note to the order's history in Magento. Ticking Notify customer also emails it to the customer.
Business impact: Store staff working in Magento see what was agreed, and the customer gets it in writing when needed.
Notes and limitations
The app works with Magento 2 stores, including Adobe Commerce on Cloud.
If the Magento integration cannot read product attributes, the card still works but does not show each item's size and color.
Cancelling an order cannot be undone in Magento, so a confirmation is always required.
Upgrade from a previous version
Grant the Magento integration the order actions (Cancel, Hold, Unhold, Comment and Send Order Email) and the customer Reset password action, as described in the installation guide. Without them, the new actions will fail.