Organization Gladly Gladly API

Name: Gladly 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.

Install Jentic One Beta

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.

Two steps, two machines. Install the instance in a safe environment, then register your agent from wherever it runs.

Step 1: Jentic One Host machine

# On the machine that will host your Jentic One instance:
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Forganization.gladly.com%2Fgladly" | sh

Step 2: Agent machine

# On the machine where your agent runs (keep this separate from the instance):
curl -fsSL "https://jentic.com/install.sh?src=apis&api=%2Fapis%2Forganization.gladly.com%2Fgladly" | 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.

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

GET STARTED

Start building with Gladly API

Explore with Jentic One

View OpenAPI Document

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 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 Jentic?

What agents get from Jentic-routed access to this vendor.

Setup

Wiring the Gladly API by hand means setting up its basic auth against your organization.gladly.com host and mapping the conversation, customer-profile, and task routes yourself. Through Jentic you install once, import Gladly from the API Directory, store the credential once, and your agent calls it.

Permission scoping

You choose which Gladly operations the agent may call, so you can limit it to the operations it needs, such as reading a conversation or creating a customer profile, while sending an SMS or handing off a message-automation session stays out of the allowed set unless you add them.

Credential isolation

Your Gladly basic-auth credentials are stored once, encrypted, by your own Jentic One instance and injected at execution time. They never enter the agent's prompt, logs, or context.

Intent-based discovery

Agents search Jentic by intent such as 'reply to a conversation item' or 'create a customer profile', and Jentic returns the matching Gladly operation with its input schema so the agent calls the right endpoint without browsing the reference docs.

FAQs

Specific to using Gladly 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 with Jentic One, the self-hosted execution layer.

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.

Can I limit what my agent is allowed to do with the Gladly API?

Yes. Because you run Jentic One yourself, your own rules decide which Gladly operations and credentials the agent can use. You can allow it to read a conversation or create a customer profile while keeping higher-impact calls such as sending an SMS through POST /api/v1/communications/sms or handing off a message-automation session out of the allowed set unless you explicitly add them. The basic-auth credential is injected only at execution time for the operations you permit.

Organization Gladly Gladly API

Connect the Gladly API to your agent

Capabilities

Start building with Gladly API

Use Cases

Key Endpoints

Why Jentic?

Related APIs

FAQs