Gladly

Connect Attentive with Gladly to enable your customer support team to directly answer customers' text message responses. With this integration, all messages received from a customer through SMS are forwarded to your customer support team queue in Gladly.

Here's what we cover in this guide:

  • What information you must collect to configure the integration
  • How to set up the integration in the Attentive platform

Here's what we don't cover in this guide:

  • How to set up a Gladly account
  • How to set up an Attentive account

Step 1. Collect Gladly information

Log in to your Gladly account and generate an API token for Attentive. Then, copy and save this token in a safe location.

Next, go to your Gladly inbox and collect the Inbox ID. To do so, complete the following steps:

  1. Log in to your Gladly account.
  2. On the Home page, select the inbox for which you want Attentive to create tickets.
  3. Copy and save the Inbox ID after home/team/ in the URL. For example, in the following image, lcGvlKyRQxKqK1rYhYOvRA is the Inbox ID for the Attentive Test Inbox.

Note that you can create a Gladly inbox specifically for Attentive.

After collecting the API token and Inbox ID, follow the next steps to complete the integration.

Step 2. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive’s platform:

  1. Navigate to the integration setup page and select Gladly.

    Note: If the Gladly tile is not available in the integration setup page, contact our White Glove team (whiteglove@attentivemobile.com) and provide them with the details in the next steps.

  2. Enter the following details that you collected in the previous steps:

    • Gladly Domain—This is the name of your Gladly instance. For example, if your Gladly URL is https://attentivemobile.gladly.com/, your domain name is attentivemobile.
    • Gladly Inbox ID—This ID was collected in Step 1.
    • Gladly Username/Email Address—The email address used to login to your Gladly administrator account.
    • Gladly API Token—This was generated in Step 1.
  3. (Optional) Edit the Support Confirmation setting. By default, this setting is enabled (on) and includes a default keyword and messages for the following fields:

    • Support Confirmation Keyword
    • Acknowledgement Message
    • Resolution Message

      Note: If this setting is enabled, you must update your Autoresponder to include the Support Confirmation Keyword. See Settings tab for details.
  4. (Optional) Edit the Forward Subscriber Messages through Customer Service setting. By default, this setting is enabled (on), which will forward customer service messages to your Gladly platform. It is recommended to keep this setting enabled.
  5. Click Set up integration. Your Gladly account is now connected to Attentive.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Gladly integration.