Gladly Public Answer API

openapi: 3.0.1
info:
  title: Gladly Agents Public Answer API
  version: '1.0'
  description: '# Introducing the Gladly API


    At Gladly, we believe that customer service is best when it''s a conversation.

    That means more than just helping customers with one-off questions or issues: it''s about making them feel known, valued, and respected for the individuals they are.


    The Gladly API was built to help facilitate those relationships, providing agents with the rich customer context

    they need to deliver seamless experiences that make customers feel like they''re more than just a number in a sea of others.


    # Overview


    You can integrate easily with Gladly by calling Gladly''s [REST API](#section/Overview/REST-API)

    and implementing the [Lookup API](#section/Overview/Lookup-API) to provide data from your own services.


    Some examples of what you do through Gladly APIs include managing customer profile data, interacting with a customer''s timeline,

    providing the latest information about a customer''s orders, and more.


    ## REST API


    Clients can access the **REST API** via HTTPS at your organization''s Gladly domain (e.g. `https://{organization}.gladly.com`).


    Resources follow REST semantics and utilize industry-standard HTTP verbs, response codes, and authentication schemes.

    In addition, all responses and payloads are in JSON with consistent error codes and formats.


    ## Lookup API


    The Gladly **Lookup API** allows your organization to provide data services to power the agent''s experience with a complete view of your customers''

    information, transactions, and activity. You can provide a web service that implements the Lookup API and Gladly will call it when that data is needed.


    Like the REST API, the Lookup API is specified using REST semantics, and exchanges JSON requests and responses authenticated and signed with secure keys.


    Gladly will perform lookups when certain activities occur within Gladly, such as when a customer''s profile is loaded.


    A detailed overview of Lookup Adaptor architecture, requests, resposnes and more can be found [here](https://help.gladly.com/developer/docs/lookup-adapter-introduction).


    ## Testing


    Test the myriad possibilities of the Gladly API in a safe, secure space. We''ll enable the Gladly API in a separate sandbox environment, so you can experiment freely without impacting your production environment (or vice versa).


    Your sandbox environment is accessible at `https://{organization}.gladly.qa`, where `organization` is your company name. For specific API endpoints, see documentation below.


    # Getting Started


    Think of this section as getting the keys to unlocking your access to the Gladly APIs.

    First, you''ll need to set up an account with the necessary API [permissions](#/section/Getting-Started/Permissions).

    With these permissions, you can then go on to create the [API Token(s)](#section/Getting-Started/Creating-API-Tokens) you need to access Gladly''s API [resources](#section/Overview/Resources).


    ## Permissions


    Gladly Administrators can set API permissions on an agent-by-agent basis.

    We''ll discuss how this maps to API access in the section on [authentication](#section/Authentication) below.


    To allow a user to create API tokens and access the API:

    1. Log in to your Gladly instance.

    2. Open the menu on the top left-hand corner of the page.

    3. Navigate to **Settings** > **Users*

    4. Search and click the user profile you wish to give access to.

    5. You''ll see a permission called **API User**. Select it, while making sure to keep the user''s **Agent** role intact.

    6. Hit **Save** to give access.


    ![Agent profile screen](assets/permissions-agent.png)


    We recommend creating a dedicated user to make API calls, whose account won''t be used for agent and organization management.

    This will help you with any future audits of API activity vs. agent activity.


    ## Creating API Tokens


    You must create an API token to access Gladly API resources (see above [Permissions](#/section/Getting-Started/Permissions)).

    If your profile already has access to the **API User** permission, you''ll see a menu item titled **More settings**. Click **More settings**:


    ![API Token Menu](assets/permissions-token-nav.png)


    Click **API Tokens**, then the **Create Token** button on the upper right-hand corner of the page:


    ![API Token Add](assets/permissions-token-add.png)


    A token will be generated and named, by default, **New Token** (though depending on whether you have existing tokens, it may be named New Token 2, or New Token 3, etc.).

    You can rename the token to something more easily referenceable by clicking the name to edit.


    This token will be associated with your agent profile, which we refer to as the API User in this document.


    ![API Token View](assets/permissions-token-view.png)


    For security purposes, you''ll only see a new token once before you navigate away from the page.


    ## Replacing/Rotating API Tokens


    Should you lose this token, or wish to rotate your application keys, you can do the following:


    1. Generate a new token.

    2. Store the new token in a secure location.

    3. Delete the old token.

    4. Update your applications/scripts with the new token.


    # Authentication


    <!-- ReDoc-Inject: <security-definitions> -->'
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:
- name: Public Answer
  description: 'A **Public Answer** in Gladly represents a consumer-facing Answer.


    The Public Answers API allows you to search and retrieve Public Answers (created

    directly in the Gladly UI), which you can display in the Chat

    web widget, use to build your website''s help center/FAQ page, or publish

    on any page on your website.


    This API can be used without an API token because it only provides access to

    public content. You may also work with Gladly Support to

    enable [CORS](https://developer.mozilla.org/en-US/docs/Web/HTTP/CORS)

    access so the API can be used directly from client-side javascript.


    ### How a user creates a public answer in Gladly


    ![](assets/create-public-answer.png)


    ### How that answer is searched and displayed on the Chat Web widget


    ![](assets/sidekick-answer-search.png)

    '
paths:
  /api/v1/orgs/{orgId}/answers-search?q=search+terms:
    get:
      tags:
      - Public Answer
      summary: Search Public Answers
      description: 'Returns a list of answers that match the provided query string.

        '
      operationId: searchAnswers
      parameters:
      - name: orgId
        in: path
        description: 'id of your organization


          You can look up the ID using the [Get organization](index.html#tag/Organization) API.

          '
        required: true
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      - name: q
        in: query
        description: search term
        schema:
          type: string
          example: reset%20password
      - name: lng
        in: query
        description: language code
        schema:
          type: string
          example: en-us
      - name: audienceId
        in: query
        description: Audience ID. The Audience ID can be retrieved by going to Settings > Audiences in Gladly, then clicking on the Edit button next to the Audience in question. The ID will be in the page URL.
        schema:
          type: string
          example: en-us
      responses:
        '200':
          description: found answers
          content:
            application/json:
              schema:
                type: array
                items:
                  properties:
                    id:
                      type: string
                      description: unique answer id
                      example: 1grfSzATQLa334VDLCWc4A
                    name:
                      type: string
                      description: Customer facing answer name
                      example: How to reset your password
  /api/v1/orgs/{orgId}/answers?lng={lng}&audienceId={audienceId}:
    get:
      tags:
      - Public Answer
      summary: List Public Answers
      description: 'Returns the first 1000 public answers sorted alphabetically by name.

        '
      operationId: listAnswers
      parameters:
      - name: orgId
        in: path
        description: 'id of your organization


          You can look up the ID using the [Get organization](index.html#tag/Organization) API.

          '
        required: true
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      - name: lng
        in: query
        description: 'Language of the answers returned


          Defaults to `en-us`

          '
        schema:
          type: string
          example: es-419
      - name: audienceId
        in: query
        description: 'Audience ID for answers returned - optional. The Audience ID can be retrieved by going to Settings > Audiences in Gladly, then clicking on the Edit button next to the Audience in question. The ID will be in the page URL.

          '
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      responses:
        '200':
          description: answers
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/paths/~1api~1v1~1orgs~1%7BorgId%7D~1answers~1%7BanswerId%7D/get/responses/200/content/application~1json/schema'
  /api/v1/orgs/{orgId}/help-center/{helpCenterId}/answer-titles?lng={lng}&audienceId={audienceId}:
    get:
      tags:
      - Public Answer
      summary: List Help Center Answer Titles
      description: 'Returns an array of answers configured in Help Center sections with their ID and name

        '
      operationId: getAnswerTitles
      parameters:
      - name: orgId
        in: path
        description: 'id of your organization


          You can look up the ID using the [Get organization](index.html#tag/Organization) API.

          '
        required: true
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      - name: helpCenterId
        in: path
        description: 'Help Center ID


          You can look up the ID by going to Settings > Help Center in Gladly, then clicking on the 3 dots next to the Help Center and selecting Configure. Help Center ID will be in the URL

          '
        required: true
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      - name: lng
        in: query
        description: 'Language of the answers returned


          Defaults to `en-us`

          '
        schema:
          type: string
          example: es-419
      - name: audienceId
        in: query
        description: 'Audience ID for answers returned - optional. The Audience ID can be retrieved by going to Settings > Audiences in Gladly, then clicking on the Edit button next to the Audience in question. The ID will be in the page URL.

          '
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      responses:
        '200':
          description: answers
          content:
            application/json:
              schema:
                type: array
                items:
                  properties:
                    id:
                      type: string
                      description: unique answer id
                      example: 1grfSzATQLa334VDLCWc4A
                    name:
                      type: string
                      description: Customer facing answer name
                      example: How to reset your password
  /api/v1/orgs/{orgId}/answers/{answerId}:
    get:
      tags:
      - Public Answer
      summary: Get Public Answer
      description: 'Returns the answer with the provided id.

        '
      operationId: getAnswer
      parameters:
      - name: orgId
        in: path
        description: 'id of your organization


          You can look up the ID using the [Get organization](index.html#tag/Organization) API.

          '
        required: true
        schema:
          type: string
          example: ihKsWxiZCDVtXg1iwVmT9Q
      - name: answerId
        in: path
        description: id of the answer
        required: true
        schema:
          type: string
          example: 1grfSzATQLa334VDLCWc4A
      - name: lng
        in: query
        description: language code
        schema:
          type: string
          example: en-us
      responses:
        '200':
          description: answer
          content:
            application/json:
              schema:
                properties:
                  id:
                    type: string
                    description: unique answer id
                    example: 1grfSzATQLa334VDLCWc4A
                  name:
                    type: string
                    description: Customer facing answer name
                    example: How to reset your password
                  bodyHtml:
                    type: string
                    description: Public answer content
                    example: <div><a href="/reset-password">Click here</a> to reset your password</div>
                  language:
                    type: string
                    description: Answer language
                    example: en-us
                  updatedAt:
                    type: string
                    format: RFC3339 with millis
                    description: Time the answer was last updated
                    example: '2023-05-22T10:00:00.000Z'
components:
  securitySchemes:
    BasicAuth:
      type: http
      scheme: basic
      description: 'Gladly API uses token-based **Basic Authentication**. API tokens are associated with designated Gladly users.

        To create and use an API token, your user must have the API User permission. An API token can be used to perform any API request without restriction.


        | user name   | password  |

        | ----------- | --------- |

        | agent email | API token |


        The credentials must be passed via an `Authorization` HTTP header. All requests must be made over HTTPS.


        ```shell

        curl -u user@organization.com:$GLADLY_API_TOKEN \

        https://organization.gladly.com/api/v1/organization

        ```

        '
    basicAuth:
      type: http
      scheme: basic
      description: HTTP Basic auth — username is the API user email; password is the API token. Requires the "API User" permission.
x-tagGroups:
- name: REST API
  tags:
  - Agents
  - Public Answer
  - Answer Management
  - Audiences
  - Business Hours
  - Communications
  - Conversations
  - Customers
  - Events
  - Export
  - Freeform Topics
  - Inboxes
  - Organization
  - Proactive Conversations
  - Reports
  - Tasks
  - Teams
  - User Identity
  - Topics
  - Webhooks
- name: Webhooks
  tags:
  - Summary
  - Payloads
- name: Lookup API
  tags:
  - Customer Lookup
- name: Resources
  tags:
  - Versioning
  - Error Handling
  - Rate Limit
  - Rich Content
  - Launching Soon