Gladly Source
Source Info
- The Gladly Source is an Event Cloud source. This means that it sends data as events, which are behaviors or occurrences tied to a user and a point in time. Data from these sources can be loaded into your Segment warehouses, and also sent to Segment streaming destinations. Learn more about cloud sources.
- This integration is partner owned. Please reach out to the partner's support for any issues.
Gladly is a customer service platform that brings channels like voice and SMS into a single interface, letting agents communicate with customers across all channels.
The Gladly Source is an Event Cloud Source that tracks when your customers open or close a conversation with an agent. You can export this data into your Segment warehouse and send it to your other enabled Segment Destinations.
This source is maintained by Gladly. For any issues with the source, contact the Gladly Support team.
- From your workspace's Sources catalog page, click Add Source.
- Search for "Gladly" in the Sources Catalog, select Gladly, and click Add Source.
- On the next screen, give the Source a nickname and configure any other settings.
- Click Add Source to save your settings.
- Copy the Write key from the Segment UI.
- Log into Gladly.
- Navigate to Settings > App Developer Tools > Apps.
- Click Add App and select Segment.
- Name your app, paste your write key into the Segment Private Key field, and save your app.
The table below lists events that Gladly sends to Segment. These events appear as tables in your warehouse, and as regular events in other Destinations. Gladly includes the userId if available.
| Event | Description |
|---|---|
| Conversation Opened | A conversation was opened and assigned to an agent |
| Conversation Closed | A conversation was closed and required no further action |
The table below lists the properties included in the events listed above.
| Property Name | Description |
|---|---|
| event | Conversation Status |
| userId | Customer's Gladly ID |
| customerName | Customer's Name |
| Customer's Email Address | |
| phone | Customer's Phone Number |
| conversationId | Conversation's ID |
| status | Conversation's Status |
| topics | List of Topic IDs for a Conversation (only for Conversation Closed) |
| agentId | Assigned Agent's ID |
| agentName | Assigned Agent's Name |
| timestamp | Conversation Opened/Conversation Closed time |
Now that your Source is set up, you can connect it to Destinations.
Log into your downstream tools and check to see that your events appear as expected, and that they contain all of the properties you expect. If your events and properties don't appear, check the Event Delivery tool, and refer to the Destination docs for each tool for troubleshooting.
If there are any issues with how the events are arriving to Segment, contact the Gladly support team.