Plans and permissions:
- Connect Gladly: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Create the API key for the agent states webhook: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys
- Import team members from Gladly: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
Use the Gladly integration to bring your Gladly contacts into Assembled, so you can forecast and schedule for that volume, and to track your team’s Gladly status for real-time adherence. Assembled reads contacts through the Gladly API, and Gladly sends agent states and contact updates to Assembled through webhooks.
To connect it, go to Configure > Third-party integrations, select Available, and find Gladly.
How the Gladly integration works
- Contacts: Assembled reads contacts from Gladly’s reports API every 30 minutes. With the contact webhook turned on, Gladly also sends contact updates as they happen.
- Agent states: Gladly sends team members’ status and availability changes to Assembled through a webhook that you create in Gladly.
- API usage: Assembled’s requests add to your Gladly API usage, at most 500 requests a minute.
Connect Gladly
- In Gladly, go to Settings > API Tokens, create a token with the API permissions Assembled needs, and copy it.
- In Assembled, go to Configure > Third-party integrations and select Available.
- On the Gladly card, select Configure integration.
- In Email, enter the email address of the Gladly user who created the API token.
- Enter the API key and your Gladly Subdomain.
- If the token belongs to a Gladly sandbox, select Sandbox instance.
- Select Connect with Gladly.
When it’s connected, the Gladly card moves to In use, with a Connected tag, when it was authorized, and a Contact webhook row.
To get contact updates as they happen, select Connect webhook next to Contact webhook. Assembled creates a webhook named Assembled contacts in Gladly, with its own API key in Assembled, and the row then shows Enabled.
To disconnect, open the Edit integration menu on the Gladly card and select Disable integration. All Gladly syncs stop.
Send agent states from Gladly
Agent states reach Assembled through a webhook that you create in Gladly. It authenticates with an Assembled API key.
Create an API key in Assembled
- Go to Configure > Assembled API and select Create API key.
- In Name, enter a name you’ll recognize, such as
Gladly integration, then select Create key. - Select Copy to clipboard. You can’t view the key again after you close the dialog.
Create the webhook in Gladly
- In Gladly, go to Settings > Webhooks and select Create Webhook.
- In Name, enter
Assembled agent states. - In Webhook URL, enter
https://api.assembledhq.com/v0/webhooks/gladly/states. - Under Events, select all 8 AGENT_STATUS and AGENT_AVAILABILITY events.
- Under Basic Authentication, paste the Assembled API key into both Username and Password.
- Turn on Enabled, next to Name, and save the webhook.
Check that data is coming in
To check agent states, go to Monitor > Real-time agent analysis. Team members in Gladly should show their current state and adherence. See Real-time agent analysis.
To check contacts, go to Configure > Queues and exclusions and select Last hr. The count cards at the top of the page show the contacts that arrived in the last hour.
If either view shows no data or numbers you don’t expect after an hour, chat with our team.
Add team members from Gladly
- Go to Manage team > People management.
- Select Add people > Import from Gladly.
- Choose the people to add, and import them.
You can also add people with Add people > Import from CSV file, or through the Assembled API. For more, see People management.
Set up queues for Gladly
To split Gladly contacts into queues, create queue rules in Configure > Queues and exclusions. For Gladly, rules can match on Channel, Direction, Inbox When Ended, Inbox When Queued, or Status. For the steps, see Queues and exclusions.
Gladly channels map to Assembled channels like this:
| Gladly channel | Assembled channel |
|---|---|
| PHONE_CALL, VOICEMAIL, ABANDONED_CALL | Phone |
| CHAT | Chat |
| SMS | SMS |
| FB_MESSENGER, WHATSAPP | Social |
Set up agent states for Gladly
To decide how each Gladly status counts in Assembled, map it in Configure > Agent states, on the Mappings tab. For the steps, see Agent state mappings.
How Gladly data maps to Assembled
First response and SLA
| Gladly field | In Assembled |
|---|---|
| Queued At | When the contact was created |
| Fulfilled At | First response |
| Queued-to-Fulfilled (sec) | First response time |
| Seconds within (-) or over (+) SLA | Whether the contact met SLA: a negative value means it met SLA |
To measure first response time in business hours instead, contact our team.
Status
| Gladly status | Status in Assembled |
|---|---|
| ANSWERED | Solved |
| UNANSWERED | Open |
| Any other status | Open |
Common issues
If a sync line on the Gladly card turns red, hover over it to see the error.
- A sync line shows a 400 or 401 error: This usually means the API token was revoked, the person who created it left or lost access, or Gladly permissions changed. Disconnect Gladly and connect it again with a current token.
- Agent states stop arriving: Check that the Assembled agent states webhook in Gladly is still enabled and uses an Assembled API key that hasn’t been deleted.
- A sync line shows any other error: Chat with our team and include the error text.