Set Up Idiomatic Integration

Before you start #

By connecting Idiomatic to Gladly, you will be allowing Gladly to push events to your Idiomatic account and dashboard. This setup has three steps:

1. Create an Idiomatic User and Generate API token in Gladly.
2. Create/configure an Idiomatic API Endpoint and API token.
3. Create/configure webhooks in Gladly.

You and your Idiomatic contact will work together to complete the integration setup.

Create Idiomatic user and Generate API token in Gladly #

An exclusive Gladly user is required for the Idiomatic integration. Follow the steps below to create a new user and generate an API token.

1. Create a user account and assign the API User, Agent, and Administrator roles.
2. Create API tokens instructions to create an API token associated with the user just created in step 1.
   • Note – Remember to save the token as it’s only shown once. You won’t be able to see the token after this initial setup.
3. Document the email address and API token somewhere secure. You will need this email address and token in the Idiomatic setup.

Create / Configure an Idiomatic Webhook API Endpoint  and API token #

Once you complete the above steps, provide the following pieces of information to your Idiomatic contact:

• The full gladly domain name, i.e., <organization>.gladly.com
  • Note – For staging, it may be <organization>.us-uat.gladly.qa
• The email address of the user that you generated in Step 1 above.
• The Gladly API token you generated in Step 1 above.

Your Idiomatic contact will create an API endpoint and SQS queue to receive and store Gladly messages.

A couple of notes regarding the SQS Queue:

• While the extraction is paused, the events continue to arrive and are also stored in the SQS queue for up to four days (configurable to 14 days).
• When the extraction is enabled, the extractor uses the SQS queue to retrieve the list of events.

Create / Configure Webhooks in Gladly #

Create the webhooks needed for Idiomatic.

1. From the Create Webhooks page, enter the following information:
   • Name – Enter a name that will help you identify the Idiomatic instance.
   • Webhook URL – Enter the Webhook URL that you gathered from Idiomatic.
   • Events – Select the following events from the list of webhooks:
     • CONVERSATION/CREATED
     • CONVERSATION/CLOSED
     • CONVERSATION/NOTE_CREATED
     • CONVERSATION/TOPIC_ADDED
     • CONVERSATION/TOPIC_REMOVED
     • CONVERSATION_ASSIGNEE/UPDATED
     • CONTACT/MESSAGE_SENT
     • CONTACT/MESSAGE_RECEIVED
     • MESSAGE/RECEIVED
     • CONVERSATION_STATUS/UPDATED
   • Username – This is not required.
   • Password – This is not required.
   • Realm – This is not required.
   • HTTP Headers
     • Header Name =  Enter “x-api-key”
     • Header Value = Enter Idiomatic’s Webhook API token
2. Click Save.