slug: gladly
provider: Gladly
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Telecommunications
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 6
edges:
- tag: Conversations
  spec_file: gladly-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.85
  evidence: GET /api/v1/customers/{customerId}/conversations  getConversations  Get Conversations for
    Customer
  reason: Manages per-customer conversations and conversation items including voice recordings, transcripts
    and attachments — the core inbound contact handling and resolution surface of a customer service platform.
- tag: Customers
  spec_file: gladly-customers-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.85
  evidence: POST /api/v1/customer-profiles  createCustomer  Create Customer
  reason: Full CRUD plus lookup over customer profiles ('managing customer profile data'), which is customer
    master/identity record management under Customer Data Management.
- tag: Public Answer
  spec_file: gladly-public-answer-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.85
  evidence: GET /api/v1/orgs/{orgId}/help-center/{helpCenterId}/answer-titles  getAnswerTitles  List Help
    Center Answer Titles
  reason: Search and retrieval of published Help Center answers for customers is knowledge-base driven
    self-service within customer service management.
- tag: Communications
  spec_file: gladly-communications-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.75
  evidence: POST /api/v1/communications/sms  sendSMS  Send SMS
  reason: Sends SMS and email to customers from the service platform, i.e. handling customer contacts
    across channels. Maps to Customer Service Management; sub-capability choice between inquiry handling
    and broader engagement is somewhat ambiguous.
- tag: Agents
  spec_file: gladly-agents-api-openapi.yml
  capability_id: BC-430.30
  capability_id_l1: BC-430
  capability_name: Contact Centre Operations Management
  confidence: 0.72
  evidence: GET /api/v1/agents/{agentId}/call-recorder  getAgentCallRecording  Get Agent CallRecorder
  reason: Lists service agents and manages their call-recording configuration within a customer service
    platform whose workspace 'unifies voice, chat, SMS, email, and social'. That is contact-centre operations
    (agent roster and telephony settings) rather than HR. Some ambiguity as the surface is read-mostly
    and could be seen as admin configuration.
- tag: Answer Management
  spec_file: gladly-answer-management-api-openapi.yml
  capability_id: BC-430.40
  capability_id_l1: BC-430
  capability_name: Self-Service Management
  confidence: 0.7
  evidence: PUT /api/v1/answers/{answerId}/languages/{language}/type/{type}  Add or Update Answer Content
  reason: CRUD over 'Answers' with per-language, per-type content bodies is the vendor's knowledge-base
    article store used for agent replies and help-centre self-service, matching 'FAQ, knowledge base'
    under Self-Service Management. Could alternatively be read as general Knowledge Management, hence
    moderate confidence.