Learn the basics of how the Swell integration works.
Who maintains the integration #
Swells integration with Gladly is built and maintained by Swell.
Basic scope #
Gladly reads Customer and order data from Swell and writes it in the Customer’s linked Gladly Profile. Agents can use this information to gain more insight into a Customer’s order history or activity in Swell without needing to leave Gladly. Administrators can also use Swell Customer attributes (e.g., Total Spent) to enhance routing logic using Rules or People Match.
How the integration works #
As a pull-based integration, once connected to Gladly, Customer Profiles are automatically linked (if auto-linking is activated) using the Customer’s email address to the appropriate Swell account. Agents can also link a Customer Profile to Swell manually regardless of whether the Customer has a verified Swell account or has only purchased as a guest, as long as the customer entered an email address that can be matched with an existing Profile in Gladly.
The Swell connector supports the Customer Profile properties below.
Basic Lookup is used to match a Swell account to a Profile in Gladly.
- name
- first name
- last name
- external customer id
Detailed Lookup includes detailed information about a Customer’s Swell account once linked. This occurs once a basic lookup is successful.
Customer
- Credit Balance
- Total Spent
- Average Order
Order
- Id
- Created At
- Total Spent
Product
- Name
- SKU
- Quantity
- Unit Price
- Image
