Gladly

Gladly Conversations API

## Conversation A **Conversation** in Gladly contains the timeline of activity for a customer including communications to and from your organization along with other internal and external activity. Conversations API enables you to interact with the customer conversation timeline. ## Conversation Items A number of different types of items may appear in a customer's timeline. Each is described below. | Item Type | Item Definition | Create | Read | Update | Delete | Media | |-------------------------------|----------------|--------|------|--------|--------|--------| | Chat Message | A message sent/received via the [Chat](https://help.gladly.com/docs/add-and-configure-chat-entry-points#) channel | Yes | Yes | No | No | No | | Conversation Status Change | Conversation status changed (e.g.: from OPEN to WAITING, or OPEN to CLOSED) | Yes | Yes | Yes | No | No | | Customer Activity | Non-routable customer activity added to customer timeline via API | Yes | Yes | No | Yes | No | | Email | A message sent/received via the [Email](https://help.gladly.com/docs/add-and-configure-email-entry-point) channel | Yes | Yes | No | No | No | | Facebook Messenger Message | A message sent/received via the [Facebook Messenger](https://help.gladly.com/docs/set-up-and-configure-facebook-messenger) channel | Yes | Yes | No | No | No | | Instagram Direct | A message sent/received via the [Instagram](https://help.gladly.com/docs/set-up-and-configure-instagram-messaging) channel | No | Yes | No | No | No | | Note | An internal [Note](https://help.gladly.com/docs/add-a-note-to-a-conversation) on the Customer conversation | Yes | Yes | No | No | No | | Phone Call | A [Phone Call](https://help.gladly.com/docs/add-and-configure-voice-entry-points) placed/received on Gladly | No | Yes | No | No | Yes | | SMS Message | A message sent/received via the [SMS](https://help.gladly.com/docs/add-and-configure-sms-entry-points) channel | Yes | Yes | No | No | No | | Task | A [Task](https://help.gladly.com/docs/what-is-a-task) on a Customer's profile | Yes | Yes | Yes | No | No | | Topic Change | A [Topic](https://help.gladly.com/docs/what-are-topics) added or removed on a Conversation | Yes | Yes | No | Yes | No | | Twitter (decommissioned as of 04/20/23) | A message sent/received via the [Twitter](https://help.gladly.com/docs/setup-and-configure-twitter-direct-messages) channel | No | Yes | No | Yes | No | | Voice AI Message | A spoken message exchanged with Gladly's voice AI during a voice AI session | No | Yes | No | No | No | | Voicemail | A Voicemail received | No | Yes | No | No | Yes | | WhatsApp | A message sent/received via the WhatsApp channel | No | Yes | No | No | No | ### Chat Message Content of messages sent between Gladly and customers through Gladly Chat. ### Conversation Status Change Record of a change in the status of a conversation. ### Customer Activity Information about activities customers participated in, for example, emails they received, issues in another system, or customer satisfaction surveys they answered. These can be created through the API to bring in information from other systems. Adding an activity to the customer timeline is not customer facing. For example, posting an email activity to the timeline does not send an email to the customer. ![Customer Activity](assets/customer-activity.png) ### Email Content of emails sent between Gladly and customers. ### Facebook Messenger Message Content of messages sent between Gladly and customers on Facebook Messenger. ### Instagram Direct Content of messages sent between Gladly and customers on Instagram Direct. ### Note Content of the note recorded in Gladly. ### Phone Call Information about phone calls that took place between Gladly and customers. ### SMS Message Content of SMS text messages sent between Gladly and customers. To send SMS messages to customers through the API, see [Send SMS](#operation/sendSMS). ### Task Interacting with tasks through the conversations API is deprecated. Use [Tasks API](#tag/Tasks) instead. ### Topic Change Record of an agent adding or removing a topic from a conversation in Gladly. ### Twitter (decommissioned as of 04/20/23) Content of messages sent between Gladly and customers on Twitter. ### Voice AI Message A spoken message exchanged between a customer and Gladly's voice AI during a voice AI session. ### Voicemail Information about voicemail left by customers in Gladly. ### WhatsApp Content of messages sent between Gladly and customers on WhatsApp.

GitHub OpenAPI
Business capability
Customer Inquiry Management BC-430.10

Operations 19

GET /api/v1/customers/{customerId}/conversations Get Conversations for Customer #
GET /api/v1/conversations/{conversationId} Get Conversation #
PATCH /api/v1/conversations/{conversationId} Update Conversation #
POST /api/v1/conversation-items Create Item #
GET /api/v1/conversation-items/{itemId} Get Item #
DELETE /api/v1/conversation-items/{itemId} Delete Item #
GET /api/v1/conversation-items/{itemId}/media/recording Get Media #
GET /api/v1/conversation-items/{itemId}/voice-transcript Get Voice Transcript #
GET /api/v1/conversation-items/{itemId}/attachments/{attachmentId} Get Attachment #
POST /api/v1/customers/{customerId}/conversation-items Create Item for Customer #
DELETE /api/v1/customers/{customerId}/conversation-items/{itemId} Delete Item for Customer #
GET /api/v1/conversations/{conversationId}/items List Items in Conversation #
POST /api/v1/conversations/{conversationId}/topics Add Topics to Conversation #
DELETE /api/v1/conversations/{conversationId}/topics/{topicId} Delete Topic From Conversation #
POST /api/v1/customer-history/{customerId}/conversations/{conversationId}/custom-attributes Add or Remove Freeform Topic #
POST /api/v1/conversations/{conversationId}/notes Add Note #
GET /api/v1/conversations/{conversationId}/notes/{noteId} Get Note #
POST /api/v1/conversation-items/{itemId}/reply Reply to Message #
POST /api/v1/conversation-items/{itemId}/redact Redact Conversation Item #

Documentation

📖
Documentation
https://developer.gladly.com/rest/
📖
APIReference
https://developer.gladly.com/rest/
📖
GettingStarted
https://help.gladly.com/developer-tutorials/docs
📖
Authentication
https://developer.gladly.com/rest/

Specifications

⚙
OpenAPI
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/openapi/gladly-conversations-api-openapi.yml

Schemas & Data

📊
JSONSchema
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-schema/gladly-customer-schema.json
📊
JSONSchema
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-schema/gladly-conversation-schema.json
📊
JSONSchema
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-schema/gladly-task-schema.json
📊
JSONSchema
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-schema/gladly-answer-schema.json
📊
JSONSchema
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-schema/gladly-webhook-schema.json
📊
JSONStructure
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-structure/gladly-customer-structure.json
📊
JSONStructure
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-structure/gladly-conversation-structure.json
📊
JSONStructure
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-structure/gladly-task-structure.json
📊
JSONStructure
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-structure/gladly-answer-structure.json
📊
JSONStructure
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-structure/gladly-webhook-structure.json

Other Resources

🔗
JSONLD
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/json-ld/gladly-context.jsonld
🔗
Examples
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/examples/gladly-customer-create-example.json
🔗
Examples
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/examples/gladly-conversation-list-example.json
🔗
Examples
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/examples/gladly-task-create-example.json
🔗
Examples
https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/examples/gladly-webhook-create-example.json

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OpenAPI Specification

gladly-conversations-api-openapi.yml Raw ↑ 
openapi: 3.2.0
info:
  title: Gladly Conversations API
  version: '1.0'
  description: '# Introducing the Gladly API


    At Gladly, we believe that customer service is best when it''s a conversation.'
servers:
- url: https://{organization}.gladly.com/api/v1
  description: Production
  variables:
    organization:
      default: organization
      description: Your Gladly organization subdomain
- url: https://{organization}.gladly.qa/api/v1
  description: Sandbox
  variables:
    organization:
      default: organization
      description: Your Gladly QA organization subdomain
security:
- basicAuth: []
tags:


# --- truncated at 32 KB (93 KB total) ---
# Full source: https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/openapi/gladly-conversations-api-openapi.yml