Learn the basics of how Attentive integration works.
Who maintains the integration? #
The Attentive integration is built and maintained by Attentive.
Basic scope #
Two primary scenarios apply to SMS communications between the Customer, Attentive, and Gladly:
- Subscriber replies to Gladly
- Messages from Attentive are posted to Gladly
When a Customer responds to a marketing SMS sent by Attentive — and if they are a known Customer in Gladly — a Task is created for the Customer and prioritized. The Task contains the SMS marketing campaign that the Customer is responding to (in italics in the image below), along with the Customer’s message.
A Customer is “known” if they have an existing profile in Gladly that can be retrieved via the GET Find Customer API 
using their E.164 formatted phone number.
A new Customer Profile is created if they don’t have an existing Profile while adding their phone number as the primary identifier. Once the Task is routed to an Agent, the Agent can send an outgoing SMS from the Customer’s Profile.
Note – Attentive and SMS reply phone numbers are different
When a Customer replies to a marketing SMS and is routed to an Agent as a Task, the Agent’s reply will come from a different phone number (thus starting a new SMS thread with the SMS Conversation) than the original phone number Attentive marketing SMS came from.
Below is an overview of how SMSes flow between the Customer, Attentive, and Gladly.
Subscriber Replies to SMS #
SMS Message is Sent to Subscriber #
SMS replies from Gladly use a different number #
When a Customer replies to a marketing SMS and is routed to an Agent as a Task, the Agent’s reply will come from a different phone number (thus starting a new SMS thread with the SMS Conversation) than the original phone number Attentive marketing SMS came from.
How the integration works #
Attentive uses the Find Customer API to identify the Customer in Gladly. Once identified, the “Create Task” REST API endpoint creates and appends a Task in the Customer’s Profile. If there’s no existing Customer Profile, the Create Customer API is used to create a new one with the Customer’s mobile number, and the Task is appended to the Profile.
