Integration · Help desk
AI agents for Gladly
Work in Gladly, the customer service platform built around people rather than tickets.
- Actions
- 10
- Read
- 4
- Write
- 6
Actions
What your agents can do in Gladly
Work in Gladly, the customer service platform built around people rather than tickets: find a customer by email or phone, read their profile and every conversation with its full timeline, add an internal note, close, reopen or assign a conversation, create a follow-up task, add a customer, and send a customer a text or an email, with a Gladly API user's email and API token.
Read 4
Look things up. Nothing changes.
Find customers
Finds customer profiles by email, phone number (E.164, like +14155550100) or your own customer ID.
Get a customer
Reads one customer profile: name, emails, phones (with SMS preference), address, your customer ID and custom attributes.
List a customer's conversations
Lists every conversation with a customer.
Read a conversation's timeline
Lists everything in one conversation in order: messages by chat, email, SMS and voice (with transcripts), notes and status changes.
Write 6
Create, change or send.
Add a customer
Creates a customer profile with a name and an email or mobile number.
Add an internal note
Adds a note to a conversation that agents see and the customer does not.
Close, reopen or assign a conversation
Closes or reopens a conversation, or assigns it to an inbox and agent (IDs from Gladly's settings).
Create a follow-up task
Creates a task on a customer's timeline, due at a time in the future and assigned to an inbox (and optionally an agent), like "Call back about the refund on Friday".
Text a customer
Sends an SMS to a customer's mobile number from one of the organization's Gladly numbers; it lands on the customer's timeline.
Email a customer
Sends an email to one customer from one of the organization's Gladly email addresses.
A person can approve first
Any write action can be set to wait for a person's approval before it runs, so an agent asks before it changes anything.
Connection
How it connects
Connect it once in the console, then give it to the agents and workflows that need it.
Enter the API credentials from your Gladly account.
What you enter
- Email address
- API token
Settings
- Gladly address
Kept safe
- Credentials are stored encrypted with your organization's own keys.
- They are opened only by the process that makes the call, at the moment it runs, and never go into a prompt or the browser.
- Calls go only to the tool's own servers.
Ideas
Ideas to start with
Starting points made only from the actions above. Mix them with any other tool your agents can use.
- 01
Ask about your Gladly data
Ask a question in plain words. The agent can find customers, get a customer or list a customer's conversations in Gladly, then answers with what it found.
- 02
Let an agent update Gladly
Have the agent add a customer or add an internal note in Gladly as part of a larger task. Turn on approval and a person signs off on each change first.
- 03
Share what it finds in Slack
Give one agent Gladly and Slack: it can find customers in Gladly and post a summary to a Slack channel in the same run.
Works well with
More Help desk tools
- Zendesk4 actionsOpen tickets, reply or add internal notes, read a ticket and search tickets in a Zendesk Support account.
- Freshdesk4 actionsOpen tickets, reply to customers, add private or public notes, and read tickets in a Freshdesk helpdesk.
- Intercom5 actionsCreate and update contacts, add notes to them, and read and reply to conversations in an Intercom workspace.
- Help Scout4 actionsOpen conversations, reply to customers and read conversations in Help Scout inboxes, through an app the organization creates in its own Help Scout account.
- Front4 actionsSend messages from a Front channel, reply in conversations, leave internal comments for teammates, and read conversations.
- Gorgias4 actionsOpen tickets for customers, add internal notes, email replies, and read tickets in a Gorgias helpdesk.
FAQ
Gladly and MyDeepAgents
Can MyDeepAgents connect to Gladly?
Yes. The Gladly connector has 10 actions: 4 read and 6 make changes. Your agents can call them as tools, and your workflows can run them as steps.
How do I connect Gladly?
Enter the API credentials from your Gladly account. You'll need: Email address and API token. The connection also asks for: Gladly address. Credentials are stored encrypted with your organization's own keys and are opened only at the moment of a call.
Can an agent change data in Gladly without asking?
Only if you let it. Each of the 6 actions that change data can be set to wait for a person's approval before it runs.
Can I use Gladly in workflows as well as agents?
Yes. Every Gladly action also works as a step in a workflow, and the same connection serves your agents and your workflows.
Early access
Put Gladly to work
Connect it in a few minutes, give an agent the actions it needs, and decide which changes wait for a person.