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
  - url: capabilities/gladly-agents.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-answer-management.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-audiences.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-business-hours.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-communications.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-conversations.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-customers.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-events.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-export.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-freeform-topics.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-inboxes.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-organization.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-payloads.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-proactive-conversations.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-public-answer.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-reports.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-tasks.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-teams.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-topics.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-user-identity.yaml
    type: NaftikoCapability
  - url: capabilities/gladly-webhooks.yaml
    type: NaftikoCapability
  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-productions2.s3.amazonaws.com/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: [email protected]
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.