Data Model Notes

Conversations and Conversation Items #

• Each customer profile in Gladly has a unique Customer ID.
  • Email addresses are unique.
  • Mobile numbers are unique.
• Customer ID can change if a Customer Profile gets merged into another Customer Profile.
  • The old Customer ID will 301 to the new customer ID when calling the GET Customer API.
  • The Work Sessions Report will still have the old Customer ID.
• A conversation belongs to one Customer ID.
  • A Customer can only have one open Conversation at a time.
  • Conversations can span across multiple channels.
  • Conversation ID can change upon Profile merge.
• When an OPEN to OPEN conversation gets merged in this Customer Profile, the system deletes the first ID permanently
  • It will not 301, unlike customer IDs.
  • Other than this scenario, the system retains all conversation IDs during the merge.
• Work Sessions Report will retain the old conversation ID.
• Conversation Item ID belongs to a Conversation.
  • Conversation Item ID can only belong to one Conversation.
  • Conversation Item ID may change upon a Profile merge.
• Conversation may have zero or more Topic IDs associated.
  • Topics can be added or removed from the Conversation when it is open.
• You can assign Conversations to an Agent, inbox, or Agent and inbox pair.
  • The assignment can change if and Agent or rule reassigns the Conversation.

Agents, Topics, Answers, and Inboxes #

• The Agent ID does not change.
  • The inbox ID also does not change, but the email address and/or name can.
• Inbox IDs do not change, but their status (enabled, disabled) and names can.
  • Inbox names are unique in Gladly.
• Topic IDs do not change, but their status (enabled, disabled) and their parent ID can.
  • Topic names are not unique in Gladly.
• Answer IDs do not change, but an Agent can delete them permanently.
  • Answers are composed of snippets that represent a language and channel (e.g.: Reference Answer in English – United States) combination.
  • There may only be one of each type of snippet in an answer.

Conversations, Contact Sessions, and Work Sessions #

• Conversations can have zero or more contact sessions.
• Contact sessions are composed of one or more messages.
  • A message is a particular type of Conversation item like an SMS or CHAT_MESSAGE.
    • This mapping is not exposed on Gladly’s APIs.
• Contact sessions are composed of zero or more work sessions.
  • A work session occurs when Agent works on a contact session.
• In very rare cases, Conversations and Customer IDs can be deleted (therefore 404-ing when being retrieved via GET APIs) due to deletion requests for CCPA & GDPR, which currently your team can request from Gladly Support.
  • These IDs will still be in the Work Session and Contact Export reports.
• Other than Work and Contact Sessions, all other reports calculate at the time of generation.
  • You might see data moving in a report if the conversation moves inboxes or changes assignees.