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: 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.