Gladly

Integrating

To help you integrate Gladly with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.

There are two key parts to the setup: 1) provisioning a seat for Thankful in your helpdesk, and 2) integrating your helpdesk into the Thankful dashboard.

Part 1: Provisioning a Seat for Thankful

You’ll need to create a Thankful teammate. Thankful will use this teammate to reply to your customers, just like an agent.

• The email must be set to: be+your_company_name@thankful.ai
• You must provide roles: Agent, Agent Plus, API User.
• We prefer to have an administrator role as well, but this not required.

Then, provide the Thankful teammate with access to all relevant inboxes.

Adding Thankful to a team is not required.

Part 2: Integrating into the Dashboard

1. Go to Integrations and click “+ Add Helpdesk Integration”, select Gladly from the dropdown list

2. Click “Notification Endpoints” and “+ New Notification Endpoint,” naming this “Gladly” if you have only one brand and region, but if you want to support multiple ecommerce backends or customize responses based on the brand, create one endpoint per region or brand. Click “Save” and take note of the generated URLs, which we’ll need soon.

3. In the left dropdown panel in Gladly, click Integrations. Navigate to “Webhooks” in the Integrations panel, and click “Create webhook.” Enter a name like “Notify Thankful”, and under “Webhook URL” paste the URL you copied earlier from Thankful’s dashboard under “Notification Endpoints”.

4. Under Events, choose MESSAGE/RECEIVED

5. Click to “Save webhook” and Gladly will ping our server to confirm communication.

6. Once that’s done, you will need to generate and send us an API token. This can be done under the API tokens tab of Integrations. In the top-right corner, click “Add Token”. Copy it to your clipboard and navigate back to Thankful Integrations. Note: you must be logged in with the Thankful Agent to generate this API Key

7. Under your newly created Gladly integration, paste the API token under API Key, and add your Gladly URL as well as the agent email address from Part 1.

Part 3: Message Automation (Chat Only)

Message Automation is an API Gladly is rolling out to ensure better behavior surrounding chat functionality. This will be moving to other channels in the future, but for now it only supports chat. The setup process is similar to MESSAGE/RECEIVED

1. Click “Notification Endpoints” and “+ New Notification Endpoint,” naming this “Message Automation”. Click “Save” and take note of the generated URLs, which we’ll need soon.

2. In the left dropdown panel in Gladly, click Integrations. Navigate to “Webhooks” in the Integrations panel, and click “Create webhook.” Enter a name like “Notify Thankful”, and under “Webhook URL” paste the URL you copied earlier from Thankful’s dashboard under “Notification Endpoints”.

3. Under Events, choose AUTOMATION/MESSAGE_RECEIVED

4. Click to “Save webhook” and Gladly will ping our server to confirm communication.

5. Navigate to the “Sidekick” Channel within the Gladly Admin Dashboard

6. When hovering over your Sidekick, click on the vertical three buttons, click “Configure”, and “Enable sidekick for Automation”.

Congratulations, you’ve integrated Gladly!

Supported Features

The following features with checks are supported in this helpdesk.