Gladly

• New Gladly conversationRuns when a conversation starts in Gladly.
• Gladly conversation closedRuns when a conversation is closed in Gladly.
• Gladly conversation reopenedRuns when a closed conversation is opened again in Gladly.
• Gladly conversation assignedRuns when a conversation is given to another inbox or agent in Gladly.
• Topic added to Gladly conversationRuns when a topic is added to a conversation in Gladly.
• Topic removed from Gladly conversationRuns when a topic is taken off a conversation in Gladly.
• New Gladly conversation noteRuns when someone adds a note to a conversation in Gladly.
• Gladly message receivedRuns when a customer's email, text, chat or other message arrives in Gladly.
• Gladly message sentRuns when an agent or automation sends a customer a message from Gladly.
• New Gladly customerRuns when a customer profile is added in Gladly.
• Gladly customer updatedRuns when a customer profile changes in Gladly.
• Gladly customer deletedRuns when a customer profile is deleted in Gladly.
• Gladly customers mergedRuns when two customer profiles are merged into one in Gladly.
• New Gladly taskRuns when a task is created in Gladly.
• Gladly task closedRuns when a task is closed in Gladly.
• Gladly task reopenedRuns when a closed task is opened again in Gladly.
• Gladly task assignedRuns when a task is given to another inbox or agent in Gladly.
• Gladly task comment addedRuns when someone comments on a task in Gladly.

• Find customersFind customer profiles by email address, phone number or external customer id. Returns up to 50, most recently changed first.
• Get customerGet a customer's profile: name, email addresses, phone numbers and custom attributes.
• Create customerAdd a customer profile with an email address, a phone number or both. Gladly refuses an address or number another customer has.
• Update customerChange a customer's name, primary email or phone, text message setting, address or custom attributes. Empty fields are kept.
• Delete customerDelete a customer profile and its timeline. Gladly refuses while the customer has an open or waiting conversation.
• List conversationsList a customer's conversations, newest first, with their status, inbox, agent and topics. Gladly returns up to 100.
• Get conversationGet a conversation's status, inbox, agent, topics and when it started and closed.
• Update conversationClose or reopen a conversation, or assign it to an inbox and agent. Assigning to an agent alone keeps its inbox.
• List conversation itemsRead a conversation's timeline, oldest first: emails, texts, chats, calls, notes and status changes, each with its text.
• Add noteAdd an internal note to a conversation. Customers never see notes.
• Update conversation topicsAdd topics to a conversation, remove topics from it, or both.
• Reply to messageReply to a customer's message on the channel it came in on: email, chat, text, WhatsApp, Facebook or Instagram. The conversation must be open.
• Send text messageText a customer by their mobile number, from one of your Gladly numbers. A customer is added if none has the number.
• Send emailEmail a customer from one of your Gladly support addresses. A customer is added if none has the address. The email is not part of a conversation.
• Add customer activityPut an activity from another system (an order issue, a survey answer, an email it sent) on a customer's timeline for agents to see.
• Create taskAdd a follow-up task for a customer, due at a set time and assigned to an inbox, and to an agent if you choose one.
• Get taskGet a task: what it says, its status, when it is due and who has it.
• Update taskClose or reopen a task, or change what it says, when it is due or who has it. Empty fields are kept.
• List tasksList a customer's tasks, newest first. Gladly returns up to 2,000.
• Add task commentComment on an open task, as the connected Gladly user or as the agent you choose.
• List agentsList the organization's agents with their ids and email addresses.
• List inboxesList the organization's inboxes with their ids.
• List topicsList the topics conversations and tasks can be labelled with, with their full paths.
• Find answersFind answers in Gladly's knowledge base by words in their name or description, most recently changed first.
• Get answerGet the words of a knowledge-base answer in one language and form: reference, public, email or messaging.

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