Gladly

aid: gladly
url: https://raw.githubusercontent.com/api-evangelist/gladly/refs/heads/main/apis.yml
apis:
  - aid: gladly:gladly-rest-api
    name: Gladly REST API
    tags:
      - Customer Service
      - CX
      - Contact Center
      - Conversations
      - Customers
      - Tasks
      - Answers
      - Webhooks
    humanURL: https://developer.gladly.com/rest/
    baseURL: https://organization.gladly.com/api/v1
    properties:
      - url: https://developer.gladly.com/rest/
        type: Documentation
      - url: https://developer.gladly.com/rest/
        type: APIReference
      - url: https://help.gladly.com/developer-tutorials/docs
        type: GettingStarted
      - url: https://developer.gladly.com/rest/
        type: Authentication
      - url: openapi/gladly-rest-api-openapi.yml
        type: OpenAPI
      - url: json-schema/gladly-customer-schema.json
        type: JSONSchema
      - url: json-schema/gladly-conversation-schema.json
        type: JSONSchema
      - url: json-schema/gladly-task-schema.json
        type: JSONSchema
      - url: json-schema/gladly-answer-schema.json
        type: JSONSchema
      - url: json-schema/gladly-webhook-schema.json
        type: JSONSchema
      - url: json-structure/gladly-customer-structure.json
        type: JSONStructure
      - url: json-structure/gladly-conversation-structure.json
        type: JSONStructure
      - url: json-structure/gladly-task-structure.json
        type: JSONStructure
      - url: json-structure/gladly-answer-structure.json
        type: JSONStructure
      - url: json-structure/gladly-webhook-structure.json
        type: JSONStructure
      - url: json-ld/gladly-context.jsonld
        type: JSONLD
      - url: examples/gladly-customer-create-example.json
        type: Example
      - url: examples/gladly-conversation-list-example.json
        type: Example
      - url: examples/gladly-task-create-example.json
        type: Example
      - url: examples/gladly-webhook-create-example.json
        type: Example
    description: >-
      Gladly's unified REST API for the people-centered customer service platform. Exposes Customers, Conversations,
      Messages, Tasks, Answers (knowledge base), Topics, Teams, Inboxes, Audiences, Business Hours, Communications
      (outbound SMS/email), Webhooks, Events, Export jobs, Reports, Agents, Organization, Public Answers (Help Center),
      Proactive Conversations, and User Identity (JWT for authenticated chat). HTTP Basic auth with an agent email + API
      token. Default 10 req/sec per organization. Mounted at `https://{organization}.gladly.com/api/v1`.
  - aid: gladly:gladly-lookup-api
    name: Gladly Lookup API
    tags:
      - Customer Service
      - Customer Data
      - Webhooks
      - Integrations
    humanURL: https://developer.gladly.com/rest/
    properties:
      - url: https://developer.gladly.com/rest/
        type: Documentation
      - url: https://github.com/gladly/lookup-practice
        type: SampleSource
    description: >-
      Brand-hosted "Lookup" endpoint that Gladly calls outbound to enrich a conversation with first-party customer data.
      Lets brands keep system-of-record customer data in their own services while presenting a unified profile inside
      the Gladly Hero agent workspace and to Sidekick AI.
  - aid: gladly:gladly-chat-sdk
    name: Gladly Chat SDK
    tags:
      - Customer Service
      - Chat
      - SDK
      - Web
    humanURL: https://developer.gladly.com/chat/
    properties:
      - url: https://developer.gladly.com/chat/
        type: Documentation
      - url: https://cdn.gladly.com/chat-sdk/widget.js
        type: SDK
    description: >-
      JavaScript chat widget loaded from the Gladly CDN. Exposes `Gladly.init`, `show`, `close`, `setUser`,
      `startConversation`, `navigate`, `applyCampaign`, `getAvailability`, plus a full event system (availability,
      conversation lifecycle, messages, campaigns). Supports JWT-authenticated user identity issued by the User Identity
      REST endpoint.
  - aid: gladly:gladly-sidekick-ios-sdk
    name: Gladly Sidekick iOS SDK
    tags:
      - Customer Service
      - Chat
      - SDK
      - iOS
      - Mobile
    humanURL: https://developer.gladly.com/ios-sdk/
    properties:
      - url: https://developer.gladly.com/ios-sdk/
        type: Documentation
      - url: https://github.com/gladly/sidekick-ios-sdk
        type: SourceCode
      - url: https://github.com/gladly/sidekick-ios-sdk
        type: SDK
    description: >-
      Swift SDK (v1.2.5, iOS 11+) for embedding the Gladly Sidekick chat experience in iOS apps. Ships `Gladly`,
      `GladlySettings`, `GladlyUser`, `UIConfiguration`, `UIHeaderConfiguration`, and delegate protocols for chat
      display, notifications, and unread counts.
  - aid: gladly:gladly-sidekick-android-sdk
    name: Gladly Sidekick Android SDK
    tags:
      - Customer Service
      - Chat
      - SDK
      - Android
      - Mobile
    humanURL: https://developer.gladly.com/android-sdk/
    properties:
      - url: https://developer.gladly.com/android-sdk/
        type: Documentation
      - url: https://github.com/gladly/sidekick-android-sdk
        type: SourceCode
      - url: https://github.com/gladly/sidekick-android-sdk
        type: SDK
    description: >-
      Kotlin SDK (Android Q / API 29+) for embedding the Gladly Sidekick chat experience in Android apps. Provides
      `Gladly.initialize`, `setUser`, `showChat`, `handleMessageReceived`, `getUnreadCount`,
      `registerPushToken`/`unregisterPushToken` plus EventInterface for events and errors.
  - aid: gladly:gladly-help-center
    name: Gladly Help Center
    tags:
      - Customer Service
      - Help Center
      - Self-Service
      - Web
    humanURL: https://developer.gladly.com/help-center/
    properties:
      - url: https://developer.gladly.com/help-center/
        type: Documentation
    description: >-
      Embeddable Help Center widget that builds an FAQ/help page on a brand's website powered by Public Answers from
      Gladly's Answers knowledge base. Exposes a `.gladlyHC` CSS class hierarchy for fully custom styling. SPA support
      is limited (Next.js not supported); best run from a single non-SPA HTML page.
  - aid: gladly:gladly-app-platform
    name: Gladly App Platform
    tags:
      - Customer Service
      - Apps
      - Integrations
      - Embedded
    humanURL: https://help.gladly.com/developer-tutorials/docs
    properties:
      - url: https://help.gladly.com/developer-tutorials/docs
        type: Documentation
      - url: https://github.com/gladly/app-platform-examples
        type: SampleSource
      - url: https://github.com/gladly/app-platform-appcfg-cli
        type: CLI
      - url: https://github.com/gladly/gladly-getting-started
        type: SampleSource
      - url: https://github.com/gladly/gladapp-examples
        type: SampleSource
    description: >-
      Framework for building embedded "Apps" inside the Gladly Hero agent workspace. Apps surface third-party data
      (orders, loyalty, returns, CDP profiles) alongside the customer timeline. Authored as JavaScript/Groovy bundles
      and managed via the `app-platform-appcfg-cli`.
  - aid: gladly:gladly-webhooks
    name: Gladly Webhooks
    tags:
      - Customer Service
      - Webhooks
      - Events
    humanURL: https://developer.gladly.com/rest/
    properties:
      - url: https://developer.gladly.com/rest/
        type: Documentation
      - url: https://github.com/gladly/webhook-examples
        type: SampleSource
      - url: json-schema/gladly-webhook-schema.json
        type: JSONSchema
      - url: examples/gladly-webhook-create-example.json
        type: Example
    description: >-
      Event-driven push channel that delivers Gladly platform events (conversation created/updated/closed, message
      created, task created/updated/closed, customer created/updated, agent state changes) to a brand-supplied HTTPS
      endpoint. Managed through the Webhooks REST endpoints. Includes retry policy and logging.
name: Gladly
tags:
  - Customer Service
  - CX
  - Contact Center
  - AI Customer Service
  - Conversations
  - Sidekick AI
  - Hero
  - Voice
  - Chat
  - SMS
  - Email
  - Help Center
  - Webhooks
  - Knowledge Base
kind: contract
image: https://kinlane-images.s3.amazonaws.com/shared/apis-json/apis-json-logo.jpg
access: 3rd-Party
created: '2026-05-24'
modified: '2026-05-24'
description: >-
  Gladly is a San Francisco–based people-centered customer service AI platform. The Gladly Hero agent workspace unifies
  voice, chat, SMS, email, and social into a single, channel-agnostic conversation per Customer, while Gladly Sidekick
  AI handles routine resolutions, drafts replies, and hands off to humans with full context. Brands integrate via the
  REST API, the Chat SDK (Web/iOS/Android), the Help Center widget, the embedded App Platform, webhooks, and a
  brand-hosted Lookup API. Customers include JetBlue, Allbirds, Crate & Barrel, Warby Parker, Ulta, Nordstrom, TUMI,
  UGG, Tory Burch, and Breeze Airways.
maintainers:
  - FN: API Evangelist
    email: info@apievangelist.com
specificationVersion: '0.20'
common:
  - url: https://www.gladly.ai/
    type: Portal
  - url: https://developer.gladly.com/
    type: Documentation
  - url: https://developer.gladly.com/rest/
    name: REST API Reference
    type: APIReference
  - url: https://help.gladly.com/
    type: Support
  - url: https://help.gladly.com/developer-tutorials/docs
    name: Developer Tutorials
    type: GettingStarted
  - url: https://help.gladly.com/developer-tutorials/docs/default-api-rate-limits
    name: Default API Rate Limits
    type: RateLimits
  - url: rate-limits/gladly-rate-limits.yml
    type: RateLimits
  - url: https://www.gladly.ai/pricing/
    type: Pricing
  - url: plans/gladly-plans-pricing.yml
    type: Plans
  - url: finops/gladly-finops.yml
    type: FinOps
  - url: https://www.gladly.ai/privacy-policy/
    type: PrivacyPolicy
  - url: https://www.gladly.ai/terms-of-service/
    type: TermsOfService
  - url: https://www.gladly.ai/blog/
    type: Blog
  - url: https://github.com/gladly
    type: GitHubOrganization
  - url: https://www.linkedin.com/company/gladly/
    type: LinkedIn
  - url: https://twitter.com/gladly
    type: Twitter
  - url: https://www.youtube.com/@gladlysoftware
    type: YouTube
  - url: rules/gladly-rules.yml
    type: SpectralRules
  - url: vocabulary/gladly-vocabulary.yml
    type: Vocabulary
  - url: json-ld/gladly-context.jsonld
    type: JSONLD
  - name: Features
    type: Features
    data:
      - name: Unified Customer Conversation
        description: >-
          One channel-agnostic conversation per customer across voice, chat, SMS, email, and social — with full history
          visible to agents and Sidekick AI.
      - name: Gladly Sidekick AI
        description: >-
          AI agent that resolves routine cases end-to-end, drafts agent replies, and hands off with full context.
          Configured in plain English via Guides.
      - name: Gladly Hero
        description: >-
          People-centric agent workspace (formerly Gladly Team) with customer timeline, topics, tasks, and inbox
          routing.
      - name: Answers Knowledge Base
        description: Versioned answers with audiences, topics, language scoping, and Help Center publication.
      - name: Lookup API Pattern
        description: >-
          Brand-hosted endpoint Gladly calls to enrich conversations with first-party customer data — no need to mirror
          profiles into Gladly.
      - name: App Platform
        description: Embedded apps inside Hero that surface third-party data (orders, loyalty, returns, CDP) next to the timeline.
      - name: Webhooks and Events
        description: Push delivery of conversation, message, task, customer, and agent-state events to brand endpoints.
      - name: Bulk Export Jobs
        description: Scheduled export jobs for agents, conversations, customers, and metrics in JSONL.
      - name: Multichannel Voice
        description: Native voice channel with call recording, Voice AI deflection, and toll-free / local number support.
      - name: Help Center Widget
        description: Embeddable, brand-styled self-service surface backed by Public Answers.
  - name: UseCases
    type: UseCases
    data:
      - name: Retail and DTC Customer Service
        description: >-
          Tie order data from Shopify or BigCommerce to every conversation so agents can refund, replace, or cancel
          orders without leaving Hero.
      - name: Travel and Hospitality Care
        description: >-
          Manage high-touch, multi-leg voice + messaging cases for airlines, cruise lines, and resorts (JetBlue,
          Breeze).
      - name: AI Deflection of Routine Cases
        description: >-
          Have Sidekick AI fully resolve order-status, return, password-reset, and FAQ traffic with seamless human
          handoff.
      - name: Loyalty-Aware Service
        description: >-
          Pull loyalty tier and lifetime value from Smile.io, Zinrelo, or LoyaltyLion to prioritize and personalize
          support.
      - name: Subscription Lifecycle Support
        description: >-
          Coordinate billing, pause/skip, and renewal questions with Recharge, Recurly, Ordergroove, or Skio
          in-conversation.
      - name: CDP-Driven Personalization
        description: Sync customer segments from Segment, HighTouch, or Fivetran into Gladly to tailor every interaction.
      - name: Proactive Outreach
        description: >-
          Trigger outbound conversations from order events, delivery delays, or abandoned carts via Proactive
          Conversations and Communications APIs.
  - name: Integrations
    type: Integrations
    data:
      - name: Shopify
        description: >-
          Native bidirectional integration — order history, customer LTV, refunds, cancellations, and discount codes
          from inside the conversation.
      - name: BigCommerce
        description: E-commerce platform integration for order and customer context.
      - name: Magento (Adobe Commerce)
        description: E-commerce platform integration.
      - name: Klaviyo
        description: Send conversation-created and closed events from Gladly to Klaviyo for segmentation and lifecycle email flows.
      - name: Recharge
        description: Subscription management integration for pause/skip/cancel inside conversations.
      - name: Recurly
        description: Subscription billing integration.
      - name: Ordergroove
        description: Subscription and reorder integration.
      - name: Skio
        description: Subscription management integration.
      - name: AfterShip
        description: Shipment tracking and post-purchase notifications.
      - name: Loop
        description: Returns management for e-commerce brands.
      - name: ReturnLogic
        description: Returns and reverse-logistics integration.
      - name: Narvar
        description: Post-purchase experience and tracking.
      - name: Corso
        description: Shipping protection and order recovery.
      - name: Shiphero
        description: Warehouse and order fulfillment.
      - name: Shipped Suite
        description: Package protection and shipping confidence.
      - name: Segment (Source)
        description: Stream Gladly events into Segment for the data warehouse and downstream tools.
      - name: Fivetran
        description: ELT extraction of Gladly data into the data warehouse.
      - name: HighTouch
        description: Reverse-ETL sync of warehouse audiences into Gladly customer profiles.
      - name: Smile.io
        description: Loyalty program data surfaced in conversations.
      - name: LoyaltyLion
        description: Loyalty program data and tier-aware routing.
      - name: Zinrelo
        description: Loyalty program integration.
      - name: Attentive
        description: SMS marketing audience and campaign integration.
      - name: Emplifi
        description: Social media management integration.
      - name: Optimizely / Zaius
        description: Customer data and personalization platform integration.
      - name: TurnTo
        description: Reviews and Q&A integration.
      - name: ScreenMeet
        description: In-conversation co-browse and screen-share.
      - name: Flip
        description: Live-shopping and video customer support.
      - name: Facebook Messenger
        description: Native social messaging channel.
      - name: AWS EventBridge
        description: Stream Gladly events to AWS EventBridge for serverless downstream automation.
      - name: Linc
        description: Voice-of-customer and AI assistance integration.
      - name: Ada Support
        description: AI chatbot integration partner.
      - name: Netomi
        description: AI customer experience platform integration.
      - name: Siena
        description: Autonomous CX agent integration.
      - name: KODIF.ai
        description: AI customer service automation integration.
      - name: AgentsOnly
        description: On-demand agent staffing integration.
      - name: Endear
        description: Clienteling and outreach for retail.
      - name: Simplr
        description: On-demand customer service capacity.
      - name: HiOperator
        description: Managed customer service operations partner.
      - name: Assembled
        description: Workforce management for forecasting and scheduling.
      - name: MaestroQA
        description: Quality assurance and agent scoring.
      - name: Playvox
        description: Quality, coaching, and workforce optimization.
      - name: Calabrio
        description: Workforce management and quality.
      - name: Medallia
        description: Customer experience and feedback.
      - name: Medallia Agent Connect
        description: Agent feedback and coaching loop.
      - name: Simplesat
        description: CSAT survey integration.
      - name: Delighted
        description: NPS and customer satisfaction surveys.
      - name: Qualtrics
        description: Enterprise experience management surveys.
      - name: Hark
        description: Voice-of-customer escalation video capture.
      - name: SentiSum
        description: Tagging and analytics for conversations.
      - name: Formspree
        description: Form-to-conversation routing.
      - name: Formstack
        description: Form data routing into Gladly.
      - name: Jotform
        description: Form ingestion into customer conversations.
      - name: Idiomatic
        description: Conversation analytics and CX insights.
      - name: Spree Commerce
        description: Open-source e-commerce platform integration.
      - name: Swell
        description: Headless commerce integration.
  - name: Solutions
    type: Solutions
    data:
      - name: Gladly Hero
        description: People-centered agent workspace for voice, chat, SMS, email, and social — formerly known as Gladly Team.
      - name: Gladly Sidekick AI
        description: >-
          AI customer service agent that resolves routine cases end-to-end and hands off to human agents with full
          context.
      - name: Gladly Voice AI
        description: Voice-channel AI assistant priced per minute, layered on the native voice channel.
      - name: Gladly Help Center
        description: Embedded self-service experience powered by Public Answers.
      - name: Gladly App Platform
        description: Embedded apps and connectors inside the Hero workspace.
  - name: Customers
    type: Customers
    data:
      - name: JetBlue
        description: US airline using Gladly for unified airline customer care.
      - name: Allbirds
        description: DTC footwear brand using Gladly across voice, chat, email, and social.
      - name: Crate & Barrel
        description: Home goods retailer running Gladly for omnichannel customer service.
      - name: Warby Parker
        description: Eyewear retailer using Gladly for unified care.
      - name: Ulta Beauty
        description: Beauty retailer using Gladly for service and Sidekick AI.
      - name: Nordstrom
        description: Department store running Gladly for customer experience.
      - name: TUMI
        description: Travel goods brand on Gladly.
      - name: UGG
        description: Footwear brand on Gladly.
      - name: Tory Burch
        description: Luxury accessories brand on Gladly.
      - name: Breeze Airways
        description: US airline using Gladly.
      - name: Kuhl
        description: Outdoor apparel brand on Gladly.