To get started, go to the Integrations page and connect your Gladly workspace. You will be asked to provide:
Your Gladly workspace URL (skip the "https://" or "www" parts; if the URL is acme.gladly.com, then simply type in "acme" in the input field)
An API token
An email of the user that has generated that token
Once the workspace is connected, go to the Campaigns page and create a new survey campaign (email or in-app) and select "transactional" as the campaign type.
Adjust the campaign template and review other campaign sections to make any necessary changes.
Next, go to the campaign's "Trigger" section and select "Gladly" as the trigger service. A webhook URL will be provided. Copy the webhook and keep it handy, as you will need to use it in Gladly.
Save your campaign and switch it ON.
IMPORTANT: Note that once you configure your Gladly webhook event, people might start receiving surveys. It's advisable to add a filter in the campaign's Audience section, such as: Email address -> contains -> @youremail.com.
Connecting Your Gladly Account to Retently
Before adding the webhook URL to Gladly, connect your Gladly account to Retently. Go to the Integrations page, find the Gladly integration, and click the "Connect" button. In the popup, provide the following information:
Your company's Gladly domain (e.g., yourcompany.gladly.com)
Your Gladly login email address
Your API key
Once you've entered this information, click "Connect".
Adding the Retently Webhook URL to a Gladly Webhook
Follow these steps to add the Retently webhook URL to a Gladly webhook:
Click on the top left corner of the screen and select Settings.
Under the App Developer Tools category, click Webhooks. The Webhooks page will show you a list of configured webhooks.
Click Create Webhook.
On the Create Webhook page, enter the following information:
Name – Enter a name to help you identify the app using the webhook.
Enabled (toggle) – Activate the webhook by clicking the toggle so it’s green.
Webhook URL – Enter the Retently webhook URL.
If you get an “unable to ping URL” error, double-check the URL and ensure it’s correct, or check your Retently campaign and make sure it's ON.
Events – Select the event you’d like to use from the search picklist. Important: Choose only one event from the list of supported events:
Conversation closed
Click Save. This will return you to the Webhooks page, where the newly added webhook will be visible.
Properties Management
Our Gladly integration will automatically pull the following data:
Contact's name
Contact's primary email address (if a primary is missing, then the first available email address)
Contact's phone number
You can also create the following contact properties in Retently to import these Gladly agent-level attributes:
Agent name
Agent email
To import additional contact attributes from Gladly, create attributes in Retently that exactly match their name in Gladly. For example, if you have a Gladly property called "Product Name," create a new Retently property named "product_name." The property format should be all lowercase, and spaces should be replaced with underscores.
Finally, activate your webhook. From this moment on, contacts triggering the configured event will be added to Retently and surveyed according to the campaign's settings.