Gladly

This documentation for the Gladly integration describes the technical capabilities of this integration, including authorization, scopes/permissions, and utilized endpoints. For more information on how to integrate Gladly, visit our connection instructions.

Version

This integration utilizes the Gladly REST API v1.

Base URL

The base URL used for all Gladly API endpoints contains the Organization Domain:

https://organization.gladly.com/api/v1

Endpoints Utilized

DataGrail uses the following endpoints to authorize and test the connection:

Method	Endpoint	Purpose	Docs
GET	/customer-profiles	Validate credentials

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Authentication & Authorization

The DataGrail Gladly integration connects using token authentication which requires a Username and API Token.

Sensitive Credentials

Publicly exposing your API credentials can allow unauthorized access to Gladly API endpoints by a third party. DataGrail stores your API credentials encrypted and protected.

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Limits

Limits in Gladly are calculated using the leaky bucket algorithm. All requests that are made after rate limits have been exceeded are throttled and an HTTP 429 Too Many Requests error is returned. Requests succeed again after enough requests have emptied out of the bucket.

• DataGrail supports requests throttling to stay within 70-80% of specified service rate limits.
• DataGrail processes API responses with HTTP 429 status to interrupt requests, waiting and retrying (using an exponential backoff strategy).

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Capabilities

Access

DataGrail's Gladly integration provides Synchronous Access capabilities for the following supported identifier categories: Email and Phone Number.

Data Interactions

For Access requests, DataGrail will take the following actions:

1. Search customers by configured identifiers.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
GET	/customer-profiles	Find customers

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Deletion

DataGrail's Gladly integration provides Synchronous Deletion capabilities for the following supported identifier categories: Email and Phone Number.

Data Interactions

For Deletion requests, DataGrail will take the following actions:

1. Search customers by configured identifiers.

2. Get the list of conversations for a customer.

3. Update conversation.

4. Delete a customer and all associated conversations.

Endpoints Utilized

Method	Endpoint	Purpose	Docs
PATCH	/conversations/conversation_id	Update conversation
GET	/customer-profiles	Find customers
DEL	/customer-profiles/customer_id	Delete customer
GET	/customers/customer_id/conversations	Get conversations for customer

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