Gladly Help

Before you start #

You’ll need the following information about your Gladly account to set up your Gladly Sidekick integration with Gladly. Make sure you have access to Gladly Sidekick.

• Gather the following information:
  • Gladly Organization URL – The full gladly domain name (e.g., <organization>.gladly.com). For staging, it may be <organization>.gladly.qa.
  • Gladly API Token – Token is generated in Gladly.
  • Gladly Inbox Name(s) –Name of the Inbox(es) you would like to give access to Gladly Sidekick.
• Add the Gladly Sidekick user account in Gladly to Inboxes it should be able to access.

Note that this is a two-part setup process in Gladly and Gladly Sidekick.

Connect Gladly Sidekick to Gladly Hero #

Below are the detailed instructions on completing Gladly Sidekick setup as described on this help doc.

An exclusive Gladly user for the Gladly Sidekick integration is required. Follow the steps below to create a user and generate an API token so that you can connect Gladly Sidekick to Gladly.

Create User and Token #

The following will generate a set of credentials for Gladly Sidekick to use to communicate with Customers.

1. Create User – See Create a unique user aGenerate API Tokens and Create Webhooksccount for integration to create a Gladly Sidekick Admin / API user in Gladly.
   1. Add Email Address – As documented on this site, this email must be set to [email protected], where your_company_name is replaced with your company’s name. Send an email to [email protected] if you need assistance identifying this URL.
   2. Add Full Name – Set this to the name you’d like to name your Gladly Sidekick “Agent” (e.g., Melissa).
   3. Select Roles –  Agent, Agent Plus, and API User (Administrator is not required but a super nice to have).
   4. Add user to the Inbox(es) – Gladly Sidekick must support communications in. Contact Gladly Support if you need help identifying inboxes.
   5. Click Add User to save the user.
2. Generate API Token – See Create API Token to create an API token associated with the user just created in step 1.
   • Important – SAVE THIS TOKEN. Document/save the email address and API Token somewhere secure. You will need this information in a future step. The token is only displayed once, and you’ll be unable to see the token after this initial setup.
3. Add Gladly Sidekick to Gladly Inbox(es) – Add the user you created on step 1 to the Inbox(es) Gladly Sidekick will support.

Enable Message Automation on Gladly Sidekick #

The following will allow Gladly Sidekick to work side-by-side with Gladly Sidekick for chat sessions.

Message Automation is only available for the Chat Channel at the moment. If you plan to utilize Gladly Sidekick for the Chat Channel, you will need to activate Message Automation.

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the Channels category, click Sidekick. 
4. To the right of the Sidekick you want to activate Message automation for, click the kebab icon (three dots), then click Configure.
5. Find the Self-Service section and check the box next to Enable Sidekick for Automation.
   
   • Note – Contact Gladly Support if you don’t see the Enable Sidekick for Automation option.
6. Click Save.

Next, configure Gladly into Gladly Sidekick Dashboard.

Integrate Gladly into the Gladly Sidekick Dashboard #

Integrating Gladly with Gladly Sidekick is a two-step process and you’ll need access to Gladly Sidekick.

1. You will create new notification endpoints in Gladly Sidekick that will receive inbound messages from Gladly.
2. You will need to add the Gladly token to the Gladly Sidekick dashboard so Gladly Sidekick can receive the Gladly event notifications.

Create new notification endpoints

1. Go to Gladly Sidekick Dashboard and click + Add Helpdesk Integration and select Gladly from the drop-down list.
2. Click Notification Endpoints and + New Notification Endpoint, naming this “Gladly” if you have only one brand and region, but if you want to support multiple e-commerce backends or customize responses based on the brand, create one endpoint per region or brand.
3. Click Save.
   • Note  – Please keep track of the generated URLs. You will need them in the next step.
   • Tip – Contact Gladly Support if you need assistance with setting this up.

Add Gladly Token to Gladly Sidekick Dashboard

The Gladly user and API token you generated above need to be added to Gladly Sidekick Dashboard. This can be done under the API tokens tab of Integrations. In the top-right corner, click Add Token. Once complete, navigate back to the Gladly Sidekick Dashboard.

Create and configure Gladly Sidekick webhook(s) URLs

The following allows Gladly to tell Gladly Sidekick when key events, like receiving a chat message, occur in Gladly.

In the previous step, you created “listening” endpoints in Gladly Sidekick. These allow Gladly Sidekick to listen for Gladly events. In this step, you will be setting up a Gladly webhook, which will send Gladly Sidekick notifications when an event within Gladly occurs. The setup is the same for all webhooks, however, the event to listen for is different for chat than for all the other channels. Detailed instructions on how to create a webhook can be found here: Generate API Tokens and Create Webhook.

For Chat

1. From the Create Webhooks page enter the following information:
   • Name – Enter a name that will help you identify what the Webhook is for.
   • Webhook URL –Enter the Webhook URL that you gathered from Gladly Sidekick.
     • Note – Contact Gladly Support if you need assistance identifying this URL.
   • Events – Select the following events from the list of webhooks:
     • AUTOMATION/MESSAGE_RECEIVED
   • Username – Not required.
   • Password –Not required.
   • Realm –Not required.
   • HTTP Headers
     • Header Name =  Enter “x-api-key.”
     • Header Value = Enter Gladly Sidekicks’ webhook API Token.
2. Click Save.

For All other Channels

1. From the Create Webhooks page, enter the following information:
   • Name – Enter a name that will help you identify what the Webhook is for.
   • Webhook URL – Enter the Webhook URL that you gathered from Gladly Sidekick.
   • Events – Select the following events from the list of webhooks:
     • MESSAGE/RECEIVED
   • 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 Gladly Sidekick’s webhook API Token.
2. Click Save.