Best Practices

Lookup Adaptor Best Practices #

• Keep Response Times Low: Use less than five-second response times​ for all POST and GET requests.
• Conduct Adequate Load Testing: Load testing based on the projected highest Contact volume and Agent activity.
• Build Securely: Implement at least one form of authentication.​
  • Basic
  • Header-based token
  • Request signing​
• Consider Only Allowing Gladly IP Addresses to Access Your Lookup Adaptor: Gladly makes requests to your Lookup Adaptor using a set of static IP addresses in sandbox and production. ​
• Consider Implementing Visual Cues for Agents:
  • For example, consider sending an <a href="https://developer.gladly.com/rest/#operation/createCustomer">image</a> attribute inside your DETAILED lookup responses on the Customer Profile to indicate customer tier
  • Or consider sending an emoji (e.g.: 🟢) as part of customAttribute or transaction value to visually indicate something about the value (e.g.: set customAttributes.customerType to 🟢 Verified Customer)
• Keep Images Small: When sending over links for images, send a smaller image to minimize browser download and display times.