Setting up a Gladly integration

Gladly is an AI customer service software.  

If you're a Gladly customer, you can set up an integration with Ometria to collect data when a new conversation starts in Gladly, along with the latest timestamps. 

Create your custom fields

Before creating a Gladly connection, set up the following custom fields in Ometria: 

Create an Ometria API key

Create an API key in Ometria for your Gladly integration.

You'll need this in the next step. 

Only users with administrator account permissions can access the API keys tab.

Create a Gladly API key

You'll also need an API key from your Gladly account. 

See: Gladly's API documentation

Setup your Gladly connection

In Ometria, go to Settings > Connections.

Select the Gladly tile.

Authentication

In the Authentication screen, select Add a new account from the dropdown.

Give your authentication a name and enter your Ometria API key:

Gladly Authentication

In the Gladly Authentication screen, complete the following fields:

Gladly Integration Setup

The next screen contains a Gladly Webhook Public URL.

You'll need this to create webhooks in Gladly that send data to Ometria. 

Copy this URL and store it somewhere safe, then click Next. 

Email Addresses to Ignore

In this screen, you can add any email addresses that you don't want to be processed by Ometria, e.g. your support email address.

If you enter an email address here then it won't be used to create or update a new contact in Ometria. 

Select Finish to finalise the connection in Ometria.

Set up your Gladly webhooks

Finally, create the following webhooks in Gladly using the Gladly webhook public URL you copied while setting up your connection. 

These webhooks send data to Ometria about conversations in Gladly.

See: Gladly's webhook setup documentation