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Gladly Connector

Connect Gladly so Applied can work with Gladly customers, conversations, inboxes, and replies during support workflows.

Use this Connector when your support team uses Gladly and wants Applied to keep conversation context aligned during escalation, assignment, and reply flows.

Common use cases

  • Sync Gladly customer and conversation context.
  • Reply to supported Gladly conversation items.
  • Add internal notes during escalations.
  • Restrict ingestion to specific Gladly inboxes.
  • Route escalations to a configured Gladly inbox.

Before you begin

Before connecting Gladly, make sure:

  • You know the Gladly organization subdomain.
  • You know whether to connect production or sandbox.
  • The Gladly user for setup has the API User permission.
  • Your team knows which inboxes Applied should ingest from or escalate to.
  • You have a test conversation available for validation.

If you use the Gladly sandbox, Applied connects to https://<organization>.gladly.qa. Production uses https://<organization>.gladly.com.

Get a Gladly API token

Gladly API tokens are created from Gladly settings.

  1. In Gladly, open More settings.
  2. Go to API Tokens.
  3. Click Create Token.
  4. Name the token, such as Applied Labs.
  5. Copy the token.

Use the email address for the Gladly user whose token you created. Applied uses Basic auth with that email and token.

Configure Gladly access

Gladly grants API access through the user. Keep the user as an agent and enable the API User permission.

Gladly API tokens can perform API requests for that account, so use a dedicated Gladly user when possible and keep the token private.

If you want Applied to listen only to selected inboxes, collect the Gladly inbox IDs and enter them as the ingestion inbox IDs. If you want escalations to move to a specific inbox, collect that inbox ID separately.

Connect Gladly in Applied

  1. Open Connectors.
  2. Click New.
  3. Choose Gladly.
  4. Enter the Gladly subdomain.
  5. Enter the Gladly API user email.
  6. Turn on sandbox mode only for a Gladly sandbox.
  7. Optionally enter AI ingestion inbox IDs.
  8. Optionally enter one escalation inbox ID.
  9. Paste the Gladly API token into the API token field.
  10. Create the connection.

Enter multiple ingestion inbox IDs as a comma-separated list.

Validate the connection

After setup:

  1. Look up a test Gladly customer or conversation.
  2. Confirm Applied can read the conversation items.
  3. Send a test reply on a non-production conversation if replies are enabled.
  4. If inbox filters are configured, confirm conversations in other inboxes are ignored.
  5. If escalation inbox routing is configured, confirm a test escalation lands in the expected inbox.

Common issues

Authentication fails

Confirm the email matches the Gladly user that owns the token and that the user has API User permission.

Applied connects to the wrong Gladly environment

Check the sandbox toggle. Sandbox uses .gladly.qa; production uses .gladly.com.

Conversations are ignored

Review the ingestion inbox ID list. When configured, Applied ingests only from the listed inboxes.

Provider docs

Next steps

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