Gladly integration

Gladly integration for customer support automation

The Valiopt Gladly integration works with Gladly's people-centered conversation model, carrying context across channels and contacts instead of creating disconnected tickets. It combines the customer's history with commerce and operational data to resolve requests or continue the conversation with the right agent.

Workflow coverage

What you can automate with Gladly

Continue cross-channel conversations

Keep context when a customer moves between chat, email, SMS, voice, or another channel.

Use the complete customer profile

Combine conversation history, identity, orders, loyalty, subscriptions, and other attributes before deciding what to do.

Apply topics consistently

Classify contact reasons and outcomes using the topic structure your routing, coaching, and reporting rely on.

Create and complete tasks

Coordinate follow-up work that cannot be completed synchronously while keeping it attached to the person and conversation.

Route with accumulated context

Hand the conversation to the appropriate agent with channel history, customer context, and completed actions intact.

Connected data

Give every conversation the right context

Valiopt brings the relevant Gladly data into each workflow so responses and actions reflect what is happening now.

People and customer profiles
Conversations and channel messages
Topics and conversation status
Tasks and follow-up work
Agents, teams, and routing
Orders and external customer attributes

Implementation

Built around your Gladly setup

Map Gladly's customer model

We identify identity matching, people attributes, conversation channels, topics, tasks, routing rules, and external customer data sources.

Connect conversation events

Valiopt responds to the appropriate Gladly events and uses scoped access for messages, topics, tasks, and conversation updates.

Preserve channel continuity

Automation is tested across channel changes and repeat contacts so the customer is not asked to restart their story.

Connect Gladly to your support operation

We configure the integration, workflows, actions, and escalation paths around the way your team works.