Gladly API
Gladly documents a public REST API covering customers, conversations, agents, tasks, and knowledge base content. Tokens are issued from account settings; the App Platform adds OAuth for installable apps. A per-org sandbox and up to 50 webhooks against a published event catalog round it out.
Frequently asked questions
Gladly scores A on the API Report Card. Gladly documents a public REST API covering customers, conversations, agents, tasks, and knowledge base content. Tokens are issued from account settings; the App Platform adds OAuth for installable apps. A per-org sandbox and up to 50 webhooks against a published event catalog round it out.
Gladly has a workable official integration path. Most engineering teams can build against it directly. Open API: self-serve, documented, with SDKs
Gladly is an AI-powered customer service platform built around a customer-centric (not ticket-centric) data model: every voice call, email, SMS, chat, in-app message, and social DM with a given person collapses into one lifetime conversation timeline attached to the customer record, regardless of channel or agent.
Horizontal customer service / CX software with a heavy skew toward premium retail, DTC e-commerce, fashion/beauty, travel/hospitality, and lifestyle brands. Teams use Gladly to (1) unify all customer conversations across voice, email, chat, SMS, WhatsApp, IG/FB Messenger, Apple Messages for Business, and social into one lifetime timeline per customer, (2) deflect and auto-resolve contacts with Sidekick (AI agent) and Guides, (3) staff and route work via Inboxes, Tasks, and skills-based routing, (4) enrich the agent workspace with order, shipping, loyalty, and CRM context pulled in through the Lookup API from systems like Shopify, NetSuite, and proprietary commerce stacks, and (5) report on CSAT, AHT, deflection, and agent productivity.
Moderate within DTC/CX circles, low outside them. Gladly is materially smaller than Zendesk (100k+ customers) or Freshdesk (~74k), but punches above its weight on brand recognition thanks to marquee retail/airline logos and ~$208M raised from Greylock, NEA, and GGV Capital.
For a premium consumer brand running on Gladly, the API is the operational heartbeat of customer experience: every voice transcript, email, chat, SMS, social DM, and call recording with every customer; every customer profile with attached contact identifiers, loyalty status, and lifetime conversation history; every agent action, inbox routing decision, topic tag, CSAT response, and SLA event; plus the Lookup API integration that pipes orders, shipments, and CRM context into the agent UI in real time.
Founded in 2014 in San Francisco by Joseph Ansanelli, Michael Wolfe, and Dirk Kessler (the team behind earlier ventures including Connectify and Trilogy/Vontu). Has raised ~$208M across 6+ rounds from Greylock, NEA, GGV Capital, and Glynn Capital.
Grades measure one thing: can a customer's engineering team get their own data out programmatically? We check six things (whether a real API exists, how access is gated, data coverage, auth quality, docs and developer experience, and stability) and roll them into a letter grade. Grades get re-verified, and they only move on evidence.