How to connect Gladly – Assembled

Assembled integrates with the Gladly contact platform allowing your ticket data to be forecasted and tracked in our system. This article will walk through how to set up the integration and verify the data Assembled pulls in is correct.

Connecting to Gladly API

Assembled intakes volume data via the Gladly API. Connecting Gladly to Assembled allows Assembled to make API requests to the Gladly API on behalf of your Gladly account. As a result, this will cause an overall increase in your Gladly API usage. We pull data from Gladly at a maximum rate of 500 requests per minute.

• To connect your Gladly instance to your Assembled instance, you will first need to create a Gladly API key within Gladly with all the necessary API key permissions. Navigate to Settings > API Tokens. Create a new token and copy it.
• Once you have created this API key, select Gladly from the Assembled integrations directory. You will be prompted to enter the Gladly API key. Your username will be what you use to log into your Gladly account. Lastly, add your subdomain and then you should click Connect with Gladly.

If you have successfully connected to Gladly, you will see a Sync in progress or green check marks on the Gladly card in Assembled’s Settings > Integrations page.

If you run into any issues during this step, please reach out to our Support team.

Connecting to Gladly Webhook

Assembled intakes agent state data from a Gladly Webhook.

Go to Assembled

• Navigate to Company Settings > API
• Create a new key, call it “Gladly Integration”
• Copy the key to input into the webhook username AND password section that you’ll create following the instructions below.

Go to Gladly

You’ll need to create a new webhook in Gladly to connect to Assembled.

• Navigate to Settings > Webhooks, and click the Create Webhook button

• Fill out the form with the following values:

• Name: Assembled agent states

  • Webhook URL: https://api.assembledhq.com/v0/webhooks/gladly/states
  • Events: select all of the “ AGENT_STATUS” and " AGENT_AVAILABILITY" events (there should be 8 in total)
  • Basic Authentication: Paste the Assembled API key that you just created in the instructions into both the Username and Password fields

• Toggle the Enabled option next to Name

Verifying the connection

There are two places in Assembled for you to verify if the Gladly integration has been correctly added: the Realtime agent analysis page and the Queues and exclusions page.

The Realtime agent analysis page will display agent states and current adherence. Use this dashboard to make sure agent states from Gladly are being synced to Assembled correctly.

The Queues and exclusions page displays the contacts that Assembled is intaking from your integrations. Select Last hour to see newly arrived volume in the corresponding channel tiles.

If either of these display zero or abnormal numbers, please reach out to our Support team.

Adding agents from Gladly

To add agents into Assembled directly from Gladly, you can follow the steps in our people page guide. Agents can be added manually or in bulk via Add from Gladly in the people page, CSV upload or through the API.

Setting up Assembled queues for Gladly conversations

To set up your Assembled queues for your new Gladly integration, we recommend following the steps in our queue configuration guide.

In addition, please note the following Gladly-specific details:

• Assembled will map Gladly channels to Assembled channels as follows:

• For multi-channel tickets, Assembled uses the channel of the first message.

• Within Assembled, you can create queues based on the following Gladly attributes: "Direction," "Inbox When Ended," "Inbox When Queued," or "Status"

Setting up Assembled agent states for Gladly

To set up your Assembled agent states for your new Gladly integration, we recommend following the steps in our agent states setup guide.

Understanding how Gladly data maps to data attributes in Assembled

We track the SLA for calls via the meta.answeredAt - meta.placedAt metrics from Gladly.

We track the SLA for chats, social, and SMS via the first_responded_at - external_created_at metrics. We track the SLA for e-mails via the first_responded_at - external_created_at metric. If you would like us to calculate first response times based on business hours, please reach out to our Support team.

Conversation data

Conversation status

FAQ

Q: What should I do if I see a sync invalid from the Gladly integration in Settings > Integrations?

• A: This could mean a few things so we recommend hovering over the message:
  • If you see any 400 errors those usually are permissions-related. This sometimes happens when the person who originally authorized does not have proper permissions, the person who originally authorized leaves the company, or if someone changed the permissions settings. In order to continue to have data flowing into Assembled and receive accurate reporting, you will need someone with admin permissions to reauthorize the sync.
  • If you see a generic error please reach out to our Support Team and we can help diagnose the root cause.