You can now integrate Gladly with our AI to streamline customer interactions via email. This guide walks you through the setup process and explains current limitations.

Current Limitations

Before setting up, please be aware of the following:

• Virtual agents are not supported.
  All messages are sent from the Gladly user account associated with the API key. You have a couple of options here:

  • Give the user a generic name, such as your company name.

  • Create a new user specifically for the integration, with the required admin access, to keep things organized and transparent.

• Attachments are not supported.
  If a customer sends an attachment, it will not be visible in Gladly.

Setup Instructions

1. Gladly Configuration

Log in to Gladly with an admin account that has the following permissions:

• Manage Conversations

• Manage Topics

• Manage Customers

• Manage Webhooks

Create an API Key:

1. Go to Settings → App Developer Tools → API Tokens

2. Click Create Token

3. Copy the API token for later use

2. Merchant Admin Configuration

1. Navigate to AI Agent > Channels in the Merchant Admin

2. Click Enable next to Gladly

3. Fill in the following details:

   • Subdomain:
     Example: yoursubdomain (from the full URL: https://yoursubdomain.gladly.com)

   • Email Address:
     The email address of the Gladly user who created the API token

   • API Token:
     Paste the token you copied earlier

4. Click Continue

5. Keep all Settings disabled until you're ready to enable the AI.

3. Verify in Gladly

Ensure the following have been created automatically in Gladly:

Webhooks

• ✅ Shipped AI webhook created

Topics

• ✅ shipped-ai-intercepted

• ✅ shipped-ai-escalated

• ✅ shipped-ai-resolved

• ✅ shipped-ai-intervened

If everything is set up correctly, your AI-powered email handling via Gladly should be up and running!