The Lookup Adaptor allows you to pull custom attributes from apps you have connected to Gladly or from custom Lookup Adapters you have built. For example, suppose you have Shopify connected. In that case, you could pull a custom attribute that shows a Customer’s lifetime value in their Customer Profile, or if you have a custom Lookup Adaptor so you can pull your Customer Member IDs to Customer Profiles. These custom attributes can even be used as identifying factors across other features like People Match and Rules. Knowing the exact custom attribute used by a Lookup Adaptor is crucial so data can be passed to Gladly. Because of the number of information that may be available from external sources, it’s important to have a tool that can help debug issues.
Use Lookup Adaptor Debugger to troubleshoot issues that may prevent information from external sources from being made available in Gladly.
When to use the debugger tools #
- You just configured a new app or made updates to a current app and want to make sure it’s working.
- You deleted a custom attribute from a Customer’s Profile but it keeps returning.
- Gladly is not automatically linking Customer attributes from the external app to Gladly.
- Basic Search is unable to find an existing Customer.
- Custom attributes in the Customer Profile are not populating.
- Data between Gladly and an external system are not syncing.
Note – Transactions are not supported
The debugger will help you debug issues with custom attributes you bring in from external systems through your Lookup Adaptor. Note that information pulled by using Transactions is not currently supported in the debugger.
Note – Custom attributes may not be available when Rules execute
Rules are executed in parallel with a custom attribute lookup. This means a Rule may execute but we cannot guarantee the Rule will have the latest custom attribute value in the Rule. In many cases, Rules will run and complete before a lookup completes. This is due to a lookup making a call to an external system that cannot provide any latency guarantee in Gladly, so Gladly prioritizes inbound Contact routing instead of lookup data.
Three debugging tools #
There are a total of three debugging tools available to you.
Auto-linking + Details Workflow #
Use this debugger tool to test the Auto-Linking workflow. Use this if you experience errors when Customer data from an external app/system fails to automatically link.
Basic + Detailed Workflow #
Use this debugger tool to test the Basic Search workflow. Use this if you experience errors when manually linking Customer data from an external app/system.
Custom Attributes #
Use this tool to see all custom attributes used in apps and custom Lookup Adapters in Gladly.
Additional resources #
See the Lookup Adaptor FAQ for answers to common questions about the Lookup Adaptor.
