Gladly Topics API

openapi: 3.2.0
info:
  title: Gladly Agents Topics 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: Topics
  description: 'A **Topic** is a way of labeling a conversation in Gladly for specific business purposes. For example, an agent may apply the topic "Return" to a conversation where a customer returns merchandise.

    Topics are used for reporting and to control various workflows.


    Topics can be configured to have a nested hierarchy. For instance, the topic "Return" could be a parent of "Size" and "Color" child topics. Visit our [Help Pages](https://help.gladly.com/docs/principles-of-hierarchical-topics) to learn more about Hierarchical Topics.

    '
paths:
  /api/v1/topics:
    get:
      tags:
      - Topics
      summary: List Topics
      description: 'Returns a list of Topics.

        '
      operationId: getTopics
      responses:
        '200':
          description: Topics
          content:
            application/json:
              schema:
                title: Topics
                type: array
                items:
                  $ref: '#/paths/~1api~1v1~1topics~1%7BtopicId%7D/get/responses/200/content/application~1json/schema'
              example:
                summary: Topics
                value:
                - id: Z_Oto7j-Sy2DlQdnZBDdDw
                  disabled: false
                  name: Order Return
                - id: 8eiDakrnTgKa3HIxtgV5OA
                  disabled: false
                  name: Damaged Merchandise
                  parentId: Z_Oto7j-Sy2DlQdnZBDdDw
                - id: WgZnWNicSMmORcNzP8rwGQ
                  disabled: true
                  name: Holiday 2019
                  parentId: Z_Oto7j-Sy2DlQdnZBDdDw
    post:
      tags:
      - Topics
      summary: Add Topic
      description: 'Add a Topic to the list of available Topics.

        '
      operationId: addTopic
      requestBody:
        description: Topic to create
        content:
          application/json:
            schema:
              title: Add Topic Request
              required:
              - name
              properties:
                id:
                  type: string
                  description: unique Topic id - optional (a new id will be generated if not provided)
                  example: uu4t00vITaKQ3bVjU2UrGQ
                name:
                  type: string
                  description: Name of the Topic - must be unique
                  example: Order Returns
                disabled:
                  type: boolean
                  description: If the Topic is not in use - optional, defaults to **false**
                  example: false
                parentId:
                  type: string
                  description: id of parent Topic, if the Topic is nested under another topic - optional
                  example: ChefeoTHSlaIbKg57H5R9Q
      responses:
        '201':
          description: Topic Created
          headers:
            Location:
              schema: null
              type: string
              description: path to the created Topic
              example: /api/v1/topics/RgEZdEiUSSK9DBjYFQLQyQ
        '400':
          description: Bad Request
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFoundErrors'
              examples:
                id contains unsupported characters:
                  value:
                    errors:
                    - attr: id
                      code: invalid
                      detail: id contains unsupported characters
                name cannot be blank or missing:
                  value:
                    errors:
                    - attr: name
                      code: blank
                      detail: name cannot be blank
        '409':
          description: Topic contains conflicting values
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ErrorsWithMeta'
              examples:
                topic with specified id already exists:
                  value:
                    errors:
                    - attr: id
                      code: taken
                      detail: the topic with specified id already exists
                another topic already has this name:
                  value:
                    errors:
                    - attr: name
                      code: taken
                      detail: another topic already has this name
                      meta:
                        id: BgMCrCVbTrGhAeDTwIr44g
  /api/v1/topics/{topicId}:
    parameters:
    - name: topicId
      in: path
      description: id of the Topic
      required: true
      schema:
        type: string
        example: uu4t00vITaKQ3bVjU2UrGQ
    get:
      tags:
      - Topics
      summary: Get Topic
      description: 'Get a Topic by its unique id.

        '
      operationId: getTopic
      responses:
        '200':
          description: Topic
          content:
            application/json:
              schema:
                title: Topic
                type: object
                properties:
                  id:
                    type: string
                    description: Id of the Topic
                    example: uu4t00vITaKQ3bVjU2UrGQ
                  name:
                    type: string
                    description: Name of the Topic
                    example: Order Returns
                  disabled:
                    type: boolean
                    description: If the Topic cannot be applied to Conversations, and is no longer in use
                    example: false
                  parentId:
                    type: string
                    description: If the Topic is nested under another topic, parentId is the Id of the parent topic. For more information about topic hierarchy, please visit the [help docs](https://help.gladly.com/docs/en/principles-of-hierarchical-topics)
                    example: ChefeoTHSlaIbKg57H5R9Q
        '404':
          description: Given Topic id does not exist
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFoundErrors'
    patch:
      tags:
      - Topics
      summary: Update Topic
      description: 'Update an existing Topic.

        '
      operationId: updateTopic
      requestBody:
        content:
          application/json:
            schema:
              title: Update Topic Request
              required:
              - name
              properties:
                name:
                  type: string
                  description: Name of the Topic
                  example: Order Returns
                disabled:
                  type: boolean
                  description: If the Topic is not in use
                  example: false
                parentId:
                  type: string
                  description: id of parent Topic, if the Topic is nested under another topic - optional
                  example: ChefeoTHSlaIbKg57H5R9Q
      responses:
        '204':
          description: Topic updated successfully
        '400':
          description: Bad Request
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Errors'
              examples:
                name cannot be blank or missing:
                  value:
                    errors:
                    - attr: name
                      code: blank
                      detail: name cannot be blank
        '404':
          description: Topic with the specified id does not exist
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFoundErrors'
              example:
                errors:
                  code: not_exist
                  detail: conversation topic [topicId] does not exist
        '409':
          description: Topic update contains conflicting values
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ErrorsWithMeta'
              examples:
                another topic already has this name:
                  value:
                    errors:
                    - attr: name
                      code: taken
                      detail: another topic already has this name
                      meta:
                        id: BgMCrCVbTrGhAeDTwIr44g
components:
  schemas:
    NotFoundErrors:
      type: object
      properties:
        errors:
          type: array
          items:
            $ref: '#/components/schemas/Error'
          example:
          - code: not_exist
            detail: entity does not exist
    Error:
      type: object
      properties:
        attr:
          type: string
          description: Identifies the field causing the error
        code:
          type: string
          description: Code indicating the error type
        detail:
          type: string
          description: More details describing what went wrong
    ErrorWithMeta:
      allOf:
      - $ref: '#/components/schemas/Error'
      - type: object
        properties:
          meta:
            type: object
            additionalProperties: true
            description: Additional information about the error
    Errors:
      type: object
      properties:
        errors:
          type: array
          items:
            $ref: '#/components/schemas/Error'
          example:
          - attr: content
            code: blank
            detail: content cannot be blank
    ErrorsWithMeta:
      type: object
      properties:
        errors:
          type: array
          items:
            $ref: '#/components/schemas/ErrorWithMeta'
          example:
          - attr: name
            code: taken
            detail: another entity with this name already exists
            meta:
              id: conflicting-id
  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