Gladly API

Name: Gladly API API
Brand: Gladly API
Availability: InStock

★ Only Publicly Available OpenAPI DocumentCRMCustomer Supportbasic67 EndpointsREST

For Agents

Send messages, manage conversations and tasks, sync customer profiles, and configure webhooks across the Gladly customer service platform.

Connect the Gladly API to your agent

Jentic One is a self-hosted execution layer for AI agents. It lets your agent call the Gladly API, or any other public or private API you need. You set the rules, the agent never sees your credentials, and every call is logged.

Install Jentic One Beta (Self-Hosted)

Jentic One Host machine

# On the machine that will host your Jentic One instance:
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh

Agent machine

# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL https://raw.githubusercontent.com/jentic/jentic-one/main/tools/install.sh | sh
jentic register       # connects your agent to your Jentic One instance

Jentic One is in public beta. The setup above keeps your agent separate from the instance, which is what you want before using real credentials: an agent running as the same OS user as Jentic One can read its stored keys directly. Just evaluating? A single local install is fine to start. See the secure deployment guide for the tiers.

Capabilities

What an agent can do with Gladly API API.

Send an SMS to a customer through POST /api/v1/communications/sms

Post or fetch conversation items including replies and notes via /api/v1/conversation-items endpoints

Create or update customer profiles using POST and PATCH on /api/v1/customer-profiles

Open, update, and comment on tasks tied to a customer through /api/v1/tasks and /api/v1/customers/{customerId}/tasks

GET STARTED

Start building with Gladly API API

Explore with Jentic

View OpenAPI Document

Jentic publishes the only available OpenAPI document for Gladly API, keeping it validated and agent-ready.

Jentic publishes the only available OpenAPI specification for Gladly API, keeping it validated and agent-ready. Gladly is a customer service platform that treats each customer as a single lifelong conversation rather than a stream of tickets, unifying voice, chat, SMS, email, and custom channels in one timeline. The API spans 67 endpoints across conversations, conversation items, customer profiles, tasks, message automation sessions, agents, inboxes, topics, exports, and webhooks. It also includes a Lookup API contract that lets external services feed customer context back into the agent workspace.

Use Cases

Patterns agents use Gladly API API for, with concrete tasks.

★ Bot to Human Handoff

Customer service teams running automated chat want a clean handoff when the bot can't resolve an issue. Gladly's message automation endpoints let the bot post messages, close the session, or hand off to a live agent through POST /api/v1/message-automation/sessions/{sessionId}/handoff so the conversation continues in the human inbox without losing context.

POST to /api/v1/message-automation/sessions/{sessionId}/handoff with the target inbox id when bot confidence drops below threshold.

Unified Customer Profile Sync

Order, loyalty, and subscription systems each hold a different slice of the customer. Pushing those into Gladly via POST /api/v1/customer-profiles or PATCH /api/v1/customer-profiles/{customerId} gives agents a single timeline view at the moment of contact, reducing average handle time on returns and billing calls.

PATCH /api/v1/customer-profiles/{customerId} with updated lifetime spend and last order id when the e-commerce backend fires a profile-changed event.

Outbound SMS Campaigns from Conversations

Agents triggering proactive outreach (delivery delay, appointment reminder, refund confirmed) can use POST /api/v1/communications/sms to send targeted SMS that lands in the customer's existing Gladly timeline, keeping outbound and inbound history together for the next agent.

POST /api/v1/communications/sms with the customer's phone number and a templated 'your refund is on its way' body.

Conversation Data Export for Analytics

Operations teams pull conversation history into a warehouse to compute CSAT trends or train models. POST /api/v1/reports plus /api/v1/export/jobs lets a scheduled job request an export, poll status, and download the resulting files for downstream ETL.

POST /api/v1/reports for a date range, then poll GET /api/v1/export/jobs/{jobId} until ready and download via /files/{filename}.

Agent-Driven Customer Service via Jentic

AI agents that triage tickets, draft replies, or schedule follow-ups can drive Gladly through Jentic without learning all 67 endpoints. Jentic exposes operations by intent and isolates the basic auth credentials in the vault.

Use Jentic to search 'reply to a customer conversation', load the schema for POST /api/v1/conversation-items/{itemId}/reply, and execute with the drafted response.

Key Endpoints

67 endpoints — jentic publishes the only available openapi specification for gladly api, keeping it validated and agent-ready.

METHOD

PATH

DESCRIPTION

POST

/api/v1/communications/sms

Send SMS to a customer

GET

/api/v1/conversations/{conversationId}

Retrieve a conversation

POST

/api/v1/conversation-items/{itemId}/reply

Reply to a conversation item

POST

/api/v1/customer-profiles

Create a customer profile

PATCH

/api/v1/customer-profiles/{customerId}

Update a customer profile

POST

/api/v1/tasks

Create a task

POST

/api/v1/message-automation/sessions/{sessionId}/handoff

Hand off bot session to human agent

POST

/api/v1/webhooks

POST

/api/v1/communications/sms

Send SMS to a customer

GET

/api/v1/conversations/{conversationId}

Retrieve a conversation

POST

/api/v1/conversation-items/{itemId}/reply

Reply to a conversation item

POST

/api/v1/customer-profiles

Create a customer profile

PATCH

/api/v1/customer-profiles/{customerId}

Update a customer profile

Why though Jentic?

Three things that make agents converge on Jentic-routed access.

Credential isolation

Gladly basic-auth tokens are stored encrypted in the Jentic vault. Agents never see the raw token — Jentic injects it at execution time and scopes access to registered operations.

Intent-based discovery

Agents search by intent (e.g., 'send an SMS to a customer' or 'create a customer profile') and Jentic returns the matching Gladly operation with its input schema.

Time to first call

Direct Gladly integration: 1-2 weeks for auth, conversation modeling, and webhook handling. Through Jentic: hours — search, load, execute.

Related APIs

Alternatives and complements available in the Jentic catalogue.

Alternative

Zendesk API

Zendesk is a ticket-centric support platform — a common alternative to Gladly's conversation-centric model.

Choose Zendesk when the team's workflow is ticket-based or when integrations require a mature, broadly supported platform.

Alternative

Kustomer API

Kustomer also unifies customer history across channels into a timeline, similar to Gladly.

Choose Kustomer when deeper Meta/WhatsApp integration matters or when the team is already on Meta's stack.

Complementary

Intercom API

Intercom focuses on in-app chat and messenger conversations that often feed Gladly as a secondary channel.

Use Intercom alongside Gladly when product-side messaging happens in Intercom and Gladly remains the agent workspace.

FAQs

Specific to using Gladly API API through Jentic.

Why is there no official OpenAPI spec for Gladly API?

Gladly publishes a developer portal but not a maintained OpenAPI document. Jentic generates and maintains this spec so that AI agents and developers can call Gladly API via structured tooling. It is validated against the live API and kept up to date. Get started at https://app.jentic.com/sign-up.

What authentication does the Gladly API use?

Gladly uses HTTP Basic authentication with an agent-bound API token created from the API Tokens settings page. Through Jentic the token is stored encrypted in the vault and only injected at execution time.

Can I send an SMS to a customer through the Gladly API?

Yes. POST /api/v1/communications/sms accepts a customer id and message body and posts the SMS into the customer's Gladly timeline so it appears alongside other channels.

What are the rate limits for the Gladly API?

The OpenAPI spec does not declare numeric rate limits. Gladly enforces per-organization throttling that varies by plan — consult developer.gladly.com or Gladly support before bulk profile syncs.

How do I hand off a bot session to a human agent through Jentic?

Search Jentic for 'hand off chat to a human', load the schema for POST /api/v1/message-automation/sessions/{sessionId}/handoff, and execute with the session id and target inbox id.

Does the Gladly API support webhooks for new conversation events?

Yes. POST /api/v1/webhooks registers a subscription, and GET /api/v1/webhooks lists existing subscriptions. PATCH and DELETE on /api/v1/webhooks/{webhookId} update or remove a subscription.