Learn the basics of how this integration works.
Who maintains the integration #
Simplr’s integration with Gladly is built and maintained by Simplr.
Basic scope #
Simplr replicates each Gladly Conversation within the Simplr platform. Every Gladly event in an integrated org triggers a webhook and passes the event information to Simplr. Simplr compiles and displays this information to Simplr Agents. Actions that Simplr Agents take on the Gladly Conversation within the Simplr platform are communicated through Gladly public APIs.
How it’s integrated #
The integration is mainly done through Simplr’s Integrations page. In most cases, the Simplr Partner success team helps with the integration since this requires Simplr to analyze Conversations before the integration is activated in order to determine what Simplr can take on behalf of your company. Integration itself just requires an email and the Gladly API key.
The following Authorization fields will need to be completed:
- Gladly URL – Your Gladly URL (i.e.
{YOUR-COMPANY}.gladly.com - Username – Administrator-level email account to access Gladly
- Password – API key generated in Gladly
APIs used for the integration #
Below are the Gladly APIs used for this integration.
| API Name | Description |
| POST /webhooks | Create a new webhook with the supplied data. The webhook will be in a deactivated state by default. |
| PATCH /webhooks/{webhookId} | Update webhook by ID. |
| Update webhook by ID. | Update webhook by ID. |
| DELETE /webhooks/{webhookId} | Delete a webhook by ID. |
| GET /organization | Returns metadata about your organization. |
| GET /agents | Returns a list of Agents. |
| GET /agents/{agentId} | Get an agent profile by their unique ID. |
| GET /conversations/{conversationId} | Get conversation metadata such as its assignee, Topics, Inbox, etc. |
| GET /conversations/{conversationId}/items | Get the list of items in the timeline of a Conversation. |
| GET /conversations/{conversationId}/items | Get the list of items in the timeline of a Conversation. |
| GET /customer-profiles/{customerId} | Get a customer by unique ID. |
| GET /topics/{topicId} | Get a topic by its unique ID. |
| POST /conversations/{conversationId}/topics | Adds a list of Topics to the Conversation. |
| DELETE /conversations/{conversationId}/topics/{topicId} | Delete a Topic from a Conversation |
| POST /conversation-items/{itemId}/reply | Sends a response to a Conversation item. |
| POST /conversations/{conversationId}/notes | Adds a Note to an existing Conversation. |
| PATCH /conversations/{conversationId} | Update Conversation assignee, status, or both. |
| GET /inboxes | Returns a list of Inbox metadata. |
| GET /inboxes/{inboxId} | Get the metadata for an Inbox by its unique ID. |
