Who maintains the Integration #
The Smile integration is built and maintained by Gladly.
Basic scope #
When the Smile connector is activated, Gladly retrieves a Customer’s information from Smile and places it directly into Customer Profile attributes.
By default, the following Customer attributes are added to the Customer Profile:
- Points Balance
- Referral URL
- VIP Tier
- Date of Birth
The Smile integration retrieves data from Smile using email addresses. If the Customer does not have an email address in their Customer Profile, Gladly cannot retrieve data from Smile.
If you have already customized the Customer’s Profile card, the Smile fields might not be automatically visible after installing the app. In this case, please contact Gladly Support.
How the integration works #
This is a pull-based integration with Gladly → Smile APIs. Smile Customer API 
is called to retrieve Customer data.
Linking #
Auto Linking
If auto-linking is activated, Gladly will attempt to find a Smile Customer with an email address matching one of the Customer’s emails. If precisely one Customer is returned from Smile, the Customer’s Profile will be populated with Smile fields.
Searching for Customer
When auto-linking is not activated, the search tool can also link a Smile Customer manually.
Data refresh #
The data is refreshed every time an Agent opens the Customer’s Profile. It can also be refreshed manually using the refresh button.
- If the Customer does not have an email address, Gladly cannot retrieve data from Smile.
- Attributes will be blank if the integration is activated but has never made a successful request to Smile.
- If the lookup fails, data from the previous successful lookup will be displayed.
