openapi: 3.0.1 info: title: Gladly Agents Payloads API version: '1.0' description: '# Introducing the Gladly API At Gladly, we believe that customer service is best when it''s a conversation. That means more than just helping customers with one-off questions or issues: it''s about making them feel known, valued, and respected for the individuals they are. The Gladly API was built to help facilitate those relationships, providing agents with the rich customer context they need to deliver seamless experiences that make customers feel like they''re more than just a number in a sea of others. # Overview You can integrate easily with Gladly by calling Gladly''s [REST API](#section/Overview/REST-API) and implementing the [Lookup API](#section/Overview/Lookup-API) to provide data from your own services. Some examples of what you do through Gladly APIs include managing customer profile data, interacting with a customer''s timeline, providing the latest information about a customer''s orders, and more. ## REST API Clients can access the **REST API** via HTTPS at your organization''s Gladly domain (e.g. `https://{organization}.gladly.com`). Resources follow REST semantics and utilize industry-standard HTTP verbs, response codes, and authentication schemes. In addition, all responses and payloads are in JSON with consistent error codes and formats. ## Lookup API The Gladly **Lookup API** allows your organization to provide data services to power the agent''s experience with a complete view of your customers'' information, transactions, and activity. You can provide a web service that implements the Lookup API and Gladly will call it when that data is needed. Like the REST API, the Lookup API is specified using REST semantics, and exchanges JSON requests and responses authenticated and signed with secure keys. Gladly will perform lookups when certain activities occur within Gladly, such as when a customer''s profile is loaded. A detailed overview of Lookup Adaptor architecture, requests, resposnes and more can be found [here](https://help.gladly.com/developer/docs/lookup-adapter-introduction). ## Testing Test the myriad possibilities of the Gladly API in a safe, secure space. We''ll enable the Gladly API in a separate sandbox environment, so you can experiment freely without impacting your production environment (or vice versa). Your sandbox environment is accessible at `https://{organization}.gladly.qa`, where `organization` is your company name. For specific API endpoints, see documentation below. # Getting Started Think of this section as getting the keys to unlocking your access to the Gladly APIs. First, you''ll need to set up an account with the necessary API [permissions](#/section/Getting-Started/Permissions). With these permissions, you can then go on to create the [API Token(s)](#section/Getting-Started/Creating-API-Tokens) you need to access Gladly''s API [resources](#section/Overview/Resources). ## Permissions Gladly Administrators can set API permissions on an agent-by-agent basis. We''ll discuss how this maps to API access in the section on [authentication](#section/Authentication) below. To allow a user to create API tokens and access the API: 1. Log in to your Gladly instance. 2. Open the menu on the top left-hand corner of the page. 3. Navigate to **Settings** > **Users* 4. Search and click the user profile you wish to give access to. 5. You''ll see a permission called **API User**. Select it, while making sure to keep the user''s **Agent** role intact. 6. Hit **Save** to give access. ![Agent profile screen](assets/permissions-agent.png) We recommend creating a dedicated user to make API calls, whose account won''t be used for agent and organization management. This will help you with any future audits of API activity vs. agent activity. ## Creating API Tokens You must create an API token to access Gladly API resources (see above [Permissions](#/section/Getting-Started/Permissions)). If your profile already has access to the **API User** permission, you''ll see a menu item titled **More settings**. Click **More settings**: ![API Token Menu](assets/permissions-token-nav.png) Click **API Tokens**, then the **Create Token** button on the upper right-hand corner of the page: ![API Token Add](assets/permissions-token-add.png) A token will be generated and named, by default, **New Token** (though depending on whether you have existing tokens, it may be named New Token 2, or New Token 3, etc.). You can rename the token to something more easily referenceable by clicking the name to edit. This token will be associated with your agent profile, which we refer to as the API User in this document. ![API Token View](assets/permissions-token-view.png) For security purposes, you''ll only see a new token once before you navigate away from the page. ## Replacing/Rotating API Tokens Should you lose this token, or wish to rotate your application keys, you can do the following: 1. Generate a new token. 2. Store the new token in a secure location. 3. Delete the old token. 4. Update your applications/scripts with the new token. # Authentication ' servers: - url: https://{organization}.gladly.com/api/v1 description: Production variables: organization: default: organization description: Your Gladly organization subdomain - url: https://{organization}.gladly.qa/api/v1 description: Sandbox variables: organization: default: organization description: Your Gladly QA organization subdomain security: - basicAuth: [] tags: - name: Payloads paths: /gladly/webhook: servers: - url: https://gateway.organization.com description: Web service hosted on your servers should be reachable from the Gladly cluster post: tags: - Payloads description: 'Gladly will perform a POST request to your endpoint when the event occurs. Your service is expected to respond within 15 seconds. If your service responds to a webhook notification with a response code outside the 2XX range or times out after 15 seconds, Gladly considers that delivery as failed and will resend the request up to 4 times over an hour. After the fourth attempt, we will deactivate the webhook and will notify all API Users in your organization''s environment via email. ' operationId: Events requestBody: description: the event payload content: application/json: schema: title: Event description: data about the event oneOf: - title: Agent Availability Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: AGENT_AVAILABILITY/UPDATED enum: - AGENT_AVAILABILITY/UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: title: Initiator description: Type and ID (if applicable) of the entity that triggered the event. required: - id - type properties: id: type: string description: ID of the entity that triggered the event. example: NFpDZtfqhk2pI6fjaVDlFf type: type: string description: The type of the entity that triggered the event. example: AGENT content: title: Content description: Content for event required: - agentId - availableFor - occurredAt properties: agentId: type: string description: ID of the agent whose availability was updated. example: zGaHXjD4SR-moMR9LbULDa availableFor: type: array enum: - MAIL - MESSAGING - TASK - VOICE description: 'The set of channel types for which the agent is available after changing their availability. ' example: - MAIL - VOICE occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' - title: Agent Changed Active Reason type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: AGENT_STATUS/CHANGED_ACTIVE_REASON enum: - AGENT_STATUS/CHANGED_ACTIVE_REASON timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - agentId - occurredAt properties: agentId: type: string description: ID of the agent who changed active reason example: zGaHXjD4SR-moMR9LbULDa occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' activeReason: title: Active Reason description: Working states used by Agents to indicate what they are currently doing. The system sets a configurable default value upon login or return from away. The agent can subsequently update their active status. required: - id properties: id: type: string description: ID of the active reason example: eRaHXjD4li-moMR8LbULXc name: type: string description: Name of the active reason example: Triaging Customer - title: Agent Logged In type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: AGENT_STATUS/LOGGED_IN enum: - AGENT_STATUS/LOGGED_IN timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - agentId - occurredAt properties: agentId: type: string description: ID of the agent who logged in. example: zGaHXjD4SR-moMR9LbULDa occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' activeReason: title: Active Reason description: Working states used by Agents to indicate what they are currently doing. The system sets a configurable default value upon login or return from away. The agent can subsequently update their active status. required: - id properties: id: type: string description: ID of the active reason example: bHaHXjD4li-moMR8LbULZc name: type: string description: Name of the active reason example: Triaging Inbox (Default) - title: Agent Logged Out type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: AGENT_STATUS/LOGGED_OUT enum: - AGENT_STATUS/LOGGED_OUT timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - agentId - occurredAt properties: agentId: type: string description: ID of the agent who logged out. example: zGaHXjD4SR-moMR9LbULDa occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' - title: Agent Returned From Away type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: AGENT_STATUS/RETURNED_FROM_AWAY enum: - AGENT_STATUS/RETURNED_FROM_AWAY timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - agentId - awayAt - occurredAt properties: agentId: type: string description: ID of the agent who returned from away. example: zGaHXjD4SR-moMR9LbULDa awayAt: type: string format: ISO 8601 description: Timestamp when the agent previously went away example: '2019-07-03T04:30:12.07Z' activeReason: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/2/properties/content/properties/activeReason' awayReason: title: Away Reason description: The reason the Agent went away. Reason will not be provided if Agent is auto-Away after the configured idle period. Agents can also be auto-logged out after an idle period, in which case that Away period will not have a corresponding AGENT_STATUS/RETURNED_FROM_AWAY event. required: - id properties: id: type: string description: ID of the away reason example: aGaHXjD4li-moMR8LbULZb name: type: string description: name of the away reason example: coffee break occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' - title: Agent Went Away type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: AGENT_STATUS/WENT_AWAY enum: - AGENT_STATUS/WENT_AWAY timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - agentId - occurredAt properties: agentId: type: string description: ID of the agent who went away. example: zGaHXjD4SR-moMR9LbULDa awayReason: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/4/properties/content/properties/awayReason' occurredAt: type: string format: ISO 8601 description: Timestamp when the action occurred example: '2019-07-03T04:30:12.07Z' - title: Contact Ended type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/ENDED enum: - CONTACT/ENDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - status - context properties: channel: type: string description: The channel of the contact. enum: - CHAT - EMAIL - FB_MESSENGER - INSTAGRAM_DIRECT - PHONE_CALL - SMS - VOICEMAIL - WHATSAPP example: SMS contactId: type: string description: The ID of the contact. example: dzweSumI4bFxjlT8LApOVV conversationId: type: string description: The ID of the conversation to which the contact is associated. example: K98jhf874HjDFkA1457K86 customerId: type: string description: The ID of the customer profile to which the contact is associated. example: gHufx-U3QqOmhvFuViceTw reason: type: string enum: - AGENT_ENDED - CONVERSATION_CLOSED - CUSTOMER_ABANDONED - CUSTOMER_DELETED - CUSTOMER_NO_REPLY - MERGED - NO_REPLY_NEEDED - STARTED_NEW description: The reason why the contact was ended. example: MERGED status: type: string enum: - ABANDONED - ANSWERED - UNANSWERED - UNKNOWN description: The status of the contact. example: ANSWERED context: title: Contact Context description: The state of the contact immediately before the event occurred. required: - assignee properties: assignee: title: Assignee description: Inbox and agent assignee of the contact just before the event was triggered. required: - inboxId properties: inboxId: type: string description: ID of the inbox the contact was assigned to just before the event was triggered. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the contact was assigned to just before the event was triggered. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa - title: Contact Fulfilled type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/FULFILLED enum: - CONTACT/FULFILLED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - fulfilledType - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' fulfilledType: type: string enum: - CANCELED - RESPONDED description: The type of fulfillment. example: CANCELED context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Hold Ended type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/HOLD_ENDED enum: - CONTACT/HOLD_ENDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - reason - context properties: channel: type: string description: The only channel for contact holds is PHONE_CALL. enum: - PHONE_CALL example: PHONE_CALL contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' description: The ID of the contact. example: dzweSumI4bFxjlT8LApOVV reason: type: string enum: - COLD_TRANSFER - CONFERENCE - MANUAL - WARM_TRANSFER description: The reason the phone call contact was put on hold example: CONFERENCE context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Hold Started type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/HOLD_STARTED enum: - CONTACT/HOLD_STARTED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - reason - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/8/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' reason: type: string enum: - COLD_TRANSFER - CONFERENCE - MANUAL - WARM_TRANSFER description: The reason the phone call contact was put on hold example: CONFERENCE context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Joined type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/JOINED enum: - CONTACT/JOINED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - messageId - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Message Received type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/MESSAGE_RECEIVED enum: - CONTACT/MESSAGE_RECEIVED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - messageId - context properties: channel: type: string description: The channel of the contact. enum: - CHAT - EMAIL - FB_MESSENGER - INSTAGRAM_DIRECT - SMS - VOICEMAIL - WHATSAPP example: SMS contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' messageId: type: string description: The ID of the message that was received. This message can be retreived using the Gladly Conversations API (`/api/v1/conversation-items/{itemId}`) example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Message Sent type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/MESSAGE_SENT enum: - CONTACT/MESSAGE_SENT timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - messageId - context properties: channel: type: string description: The channel of the contact. enum: - CHAT - EMAIL - FB_MESSENGER - INSTAGRAM_DIRECT - SMS - WHATSAPP example: SMS contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' messageId: type: string description: The ID of the message that was sent example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Offer Accepted type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/OFFER_ACCEPTED enum: - CONTACT/OFFER_ACCEPTED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - agentId - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' agentId: type: string description: The ID of the assigned agent after the offer was accepted. example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Offer Rejected type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/OFFER_REJECTED enum: - CONTACT/OFFER_REJECTED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - agentId - reason - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' agentId: type: string description: The ID of the agent who was offered the contact. example: dzweSumI4bFxjlT8LApOVV reason: enum: - DECLINED - MISSED - DEVICE ERROR description: The reason the offer was rejected by the system or by an agent. context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Offered type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/OFFERED enum: - CONTACT/OFFERED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - agentId - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' agentId: type: string description: The ID of the agent being offered the contact. example: dzweSumI4bFxjlT8LApOVV matchReasons: type: array description: 'The names of the People Match Priority Boosts that boosted the score for the contact offer. ' example: - Transfer - Receipt Request context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Contact Started type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/STARTED enum: - CONTACT/STARTED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' dueAt: format: ISO 8601 description: The due date of the contact example: '2019-07-03T04:30:12.07Z' entryPoint: type: string description: The β€œTo” address (e.g. phone number, email address) that the customer reached out to example: endpoint-1 finalIVRSelection: type: string description: Final selection made in the IVR before the contact is queued example: __billing context: description: The state of the contact immediately before the event occurred. required: - assignee properties: assignee: description: Inbox and agent assignee of the contact when the event was triggered. required: - inboxId properties: inboxId: type: string description: ID of the inbox the contact was assigned to when the event was triggered. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the contact was assigned to when the event was triggered. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa - title: Contact Transferred type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONTACT/TRANSFERRED enum: - CONTACT/TRANSFERRED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - channel - contactId - conversationId - customerId - reason - transferType - assignee - context properties: channel: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/channel' contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' transferType: type: string enum: - COLD - WARM description: The type of transfer. example: COLD reason: enum: - AUTOMATION - MANUAL - MERGE - UNKNOWN description: The reason the contact was transferred example: MANUAL assignee: type: object description: The new assignee after the contact was transferred required: - inboxId properties: inboxId: type: string description: ID of the inbox the contact was assigned to after the event occurred. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the contact was assigned to after the event occurred. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/context' - title: Conversation Assignee Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION_ASSIGNEE/UPDATED enum: - CONVERSATION_ASSIGNEE/UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for the event required: - customerId - conversationId - reason - assignee - context properties: customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb reason: type: string description: The reason for the assignee update enum: - AUTOMATED_ASSIGNMENT - CONTACT_DECLINED - CONTACT_INBOUND - CONTACT_MISSED - CONTACT_OFFERED - CUSTOMER_CONVERSATION_MERGE - DEDICATED_HERO_ASSIGN - DEDICATED_HERO_CHANGE - DEVICE_ERROR - MANUAL - MESSAGE_OUTBOUND - CONTACT_OFFER_CONFLICT - PHONE_CALL_TRANSFER - QUEUE_IVR_TRANSFER - REROUTED_UNASSIGN - USER_DEACTIVATION assignee: title: Assignee description: Inbox and agent assignee being assigned the conversation. required: - inboxId properties: inboxId: type: string description: ID of the inbox the conversation is being assigned. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the conversation is being assigned. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa context: title: Conversation Context description: The state of the conversation immediately before the event occurred. required: - assignee properties: assignee: description: Inbox and agent assignee of the conversation when the event was triggered. required: - inboxId properties: inboxId: type: string description: ID of the inbox the conversation was assigned to when the event was triggered. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the conversation was assigned to when the event was triggered. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa - title: Conversation Closed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/CLOSED enum: - CONVERSATION/CLOSED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Conversation description: '' required: - customerId - conversationId - context properties: customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/18/properties/content/properties/context' - title: Conversation Created type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/CREATED enum: - CONVERSATION/CREATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/19/properties/content' - title: Conversation Custom Attribute Added type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/CUSTOM_ATTRIBUTE_ADDED enum: - CONVERSATION/CUSTOM_ATTRIBUTE_ADDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: ConversationCustomAttribute description: Content for the event required: - customerId - conversationId - customAttributeId - customAttributeKey - customAttributeValue properties: customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb customAttributeId: type: string description: The ID of the custom attribute. example: aGaHXjD4li-moMR8LbULZb customAttributeKey: type: string description: The Key of the custom attribute. example: orderId customAttributeValue: type: string description: The Value of the custom attribute. example: '1232424890' - title: Conversation Custom Attribute Removed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/CUSTOM_ATTRIBUTE_REMOVED enum: - CONVERSATION/CUSTOM_ATTRIBUTE_REMOVED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/21/properties/content' - title: Conversation Note Created type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/NOTE_CREATED enum: - CONVERSATION/NOTE_CREATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for the event required: - noteId - customerId - conversationId properties: noteId: type: string description: The ID of the note being created example: UAAAlBdOQwGl7mzqQUfVow customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb - title: Conversation Reopened type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/REOPENED enum: - CONVERSATION/REOPENED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/19/properties/content' - title: Conversation Status Updated type: object required: - id - type - timestamp - content properties: id: type: string description: Unique event ID example: zGaHXjD4SR-moMR9LbULDa type: type: string example: CONVERSATION_STATUS/UPDATED enum: - CONVERSATION_STATUS/UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' content: title: CONVERSATION_STATUS/UPDATED properties: conversationId: type: string description: id of the conversation for which the status was updated example: IBBcbj2ARXWwvUGV_LbfEQ customerId: type: string description: id of the customer whose conversation's status was updated example: qJaE0di0SdOWNnq5dT13Aw - title: Conversation Topic Added type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/TOPIC_ADDED enum: - CONVERSATION/TOPIC_ADDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for the event required: - customerId - conversationId - topicId - context properties: customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb topicId: type: string description: The ID of the topic being added to the conversation. example: 0f2oNq7sR6CJpKq0WDbTbg context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/18/properties/content/properties/context' - title: Conversation Topic Removed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CONVERSATION/TOPIC_REMOVED enum: - CONVERSATION/TOPIC_REMOVED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for the event required: - customerId - conversationId - topicId - context properties: customerId: type: string description: The ID of the customer profile to which the conversation is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation. example: aGaHXjD4li-moMR8LbULZb topicId: type: string description: The ID of the topic removed from the conversation. example: 0f2oNq7sR6CJpKq0WDbTbg context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/18/properties/content/properties/context' - title: Customer Merged type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CUSTOMER/MERGED enum: - CUSTOMER/MERGED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for the event required: - destinationCustomerId - destinationConversationId - sourceCustomerId - sourceConversationId properties: destinationCustomerId: type: string description: The ID of the combined customer profile that remains after the merge. example: THx8Z8y-ScuMoqBH8Awtng destinationConversationId: type: string description: The ID of the combined open conversation (if applicable) that remains after the merge. example: aGaHXjD4li-moMR8LbULZb sourceCustomerId: type: string description: The ID of the customer profile that is being merged into another customer profile. example: 0f2oNq7sR6CJpKq0WDbTbg sourceConversationId: type: string description: The ID of the open conversation (if applicable) that is being merged into another open conversation. example: fjsSrGvhv83-k1hjfoz742 - title: Customer Profile Created type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CUSTOMER_PROFILE/CREATED enum: - CUSTOMER_PROFILE/CREATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Customer Profile Created description: Content for the event required: - customerId properties: customerId: type: string description: The ID of the customer profile that was created. example: THx8Z8y-ScuMoqBH8Awtng - title: Customer Profile Deleted type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CUSTOMER_PROFILE/DELETED enum: - CUSTOMER_PROFILE/DELETED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Customer Profile Deleted description: Content for the event required: - customerId properties: customerId: type: string description: The ID of the customer profile that was deleted. example: THx8Z8y-ScuMoqBH8Awtng - title: Customer Profile Merged (deprecated) type: object required: - id - type - timestamp - content properties: id: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/id' type: type: string example: CUSTOMER_PROFILE/MERGED enum: - CUSTOMER_PROFILE/MERGED timestamp: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/timestamp' content: title: CUSTOMER_PROFILE/MERGED (deprecated) properties: sourceCustomerId: type: string description: id of the customer that was merged example: qJaE0di0SdOWNnq5dT13Aw destinationCustomerId: type: string description: id of the customer that the source customer was merged into example: qJaE0di0SdOWNnq5dT13Aw - title: Customer Profile Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: CUSTOMER_PROFILE/UPDATED enum: - CUSTOMER_PROFILE/UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Customer Profile Updated description: Content for the event required: - customerId properties: customerId: type: string description: The ID of the customer profile that was updated. example: THx8Z8y-ScuMoqBH8Awtng - title: Export Job Completed type: object required: - id - type - timestamp - content properties: id: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/id' type: type: string example: EXPORT_JOB/COMPLETED enum: - EXPORT_JOB/COMPLETED timestamp: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/timestamp' content: title: EXPORT_JOB/COMPLETED properties: jobId: type: string description: id of the export job that has completed - title: Export Job Failed type: object required: - id - type - timestamp - content properties: id: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/id' type: type: string example: EXPORT_JOB/FAILED enum: - EXPORT_JOB/FAILED timestamp: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/25/properties/timestamp' content: title: EXPORT_JOB/FAILED properties: jobId: type: string description: id of the export job that has failed - title: PING description: a special event that is sent when webhooks are created or updated. See [Ping Event](#section/Ping-Event) for more information. - title: Payment Request Created type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: PAYMENT_REQUEST/CREATED enum: - PAYMENT_REQUEST/CREATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Payment Request Created description: Content for the event required: - contactId - customerId - conversationId - paymentRequestId - context properties: contactId: type: string description: The ID of the contact to which the payment request is associated. example: aGaHXjD4li-moMR8LbULZb customerId: type: string description: The ID of the customer profile to which the payment request is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation to which the payment request is associated. example: pJpmy-qjazfzJh1K8gc1BR paymentRequestId: type: string description: The ID of the payment request example: aGaHXjD4li-moMR8LbULZb context: title: Context description: Context for Payment Request required: - currency - monetaryUnit properties: currency: type: string description: Currency of the payment request monetaryUnit: type: number description: Amount of the payment request - title: Payment Status Changed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: PAYMENT_REQUEST/STATUS_CHANGED enum: - PAYMENT_REQUEST/STATUS_CHANGED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for Payment Status Changed required: - contactId - conversationId - customerId - paymentRequestId - oldStatus - newStatus - context properties: contactId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/contactId' conversationId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/conversationId' customerId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/6/properties/content/properties/customerId' paymentRequestId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/36/properties/content/properties/paymentRequestId' oldStatus: type: string description: Previous status of the payment request example: REQUESTING enum: - COMPLETED - DECLINED - ERROR - REQUESTING - SUBMITTED - TIMED_OUT newStatus: type: string description: New status of the payment request example: COMPLETED enum: - COMPLETED - DECLINED - ERROR - REQUESTING - SUBMITTED - TIMED_OUT context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/36/properties/content/properties/context' - title: Payment Request Viewed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: PAYMENT_REQUEST/VIEWED enum: - PAYMENT_REQUEST/VIEWED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Payment Request Viewed description: Content for the event required: - contactId - customerId - conversationId - paymentRequestId - context properties: contactId: type: string description: The ID of the contact to which the payment request is associated. example: aGaHXjD4li-moMR8LbULZb customerId: type: string description: The ID of the customer profile to which the payment request is associated. example: THx8Z8y-ScuMoqBH8Awtng conversationId: type: string description: The ID of the conversation to which the payment request is associated. example: aGaHXjD4li-moMR8LbULZb paymentRequestId: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/36/properties/content/properties/paymentRequestId' context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/36/properties/content/properties/context' - title: Task Assignee Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/ASSIGNEE_UPDATED enum: - TASK/ASSIGNEE_UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - assignee - customerId - taskId - context properties: assignee: type: object description: The new assignee for the task. required: - inboxId properties: inboxId: type: string description: ID of the inbox the task is now assigned to. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the task is now assigned to. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV context: title: Task Context description: The state of the task immediately before the event occurred. required: - createdAt properties: assignee: title: Assignee description: Inbox and agent assignee of the task just before the event was triggered. required: - inboxId properties: inboxId: type: string description: ID of the inbox the task is assigned to. You can look up the id in the Gladly UI. example: NFpDZtfqhk2pI6fjaVDlFf agentId: type: string description: ID of the agent the task is assigned to. You can look up the id in the Gladly UI. example: zGaHXjD4SR-moMR9LbULDa dueAt: description: Time when the task will be due. type: string format: RFC3339 example: '2020-03-15T06:13:00.125Z' createdAt: type: string format: RFC3339 description: Timestamp when the action occurred. example: '2019-07-03T04:30:12.07Z' - title: Task Closed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/CLOSED enum: - TASK/CLOSED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Comment Added type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/COMMENT_ADDED enum: - TASK/COMMENT_ADDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - commentId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV commentId: type: string description: The ID of the comment that was added to the task. example: pOVVdzweSumI4bFxjlT8LA context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Content Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/CONTENT_UPDATED enum: - TASK/CONTENT_UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - dueAt - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Created type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/CREATED enum: - TASK/CREATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Due Date Updated type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/DUE_DATE_UPDATED enum: - TASK/DUE_DATE_UPDATED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV dueAt: description: New time when the task will be due. type: string format: RFC3339 example: '2020-03-15T06:13:00.125Z' context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Follower Added type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/FOLLOWER_ADDED enum: - TASK/FOLLOWER_ADDED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - agentId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV agentId: type: string description: ID of the agent who was added as a follower example: zGaHXjD4SR-moMR9LbULDa context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Follower Removed type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/FOLLOWER_REMOVED enum: - TASK/FOLLOWER_REMOVED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - agentId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV agentId: type: string description: ID of the agent who was removed as a follower example: zGaHXjD4SR-moMR9LbULDa context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' - title: Task Reopened type: object required: - id - type - timestamp - initiator - content properties: id: type: string description: Unique event ID example: yHaHXjD4SR-moMR9LbULDb type: type: string example: TASK/REOPENED enum: - TASK/REOPENED timestamp: type: string format: ISO 8601 description: Time the event was recorded example: '2019-07-03T04:30:12.07Z' initiator: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/0/properties/initiator' content: title: Content description: Content for event required: - customerId - taskId - context properties: customerId: type: string description: The ID of the customer profile to which the task is associated. example: gHufx-U3QqOmhvFuViceTw taskId: type: string description: The ID of the task. example: dzweSumI4bFxjlT8LApOVV context: $ref: '#/paths/~1gladly~1webhook/post/requestBody/content/application~1json/schema/oneOf/39/properties/content/properties/context' responses: '200': description: Success components: securitySchemes: BasicAuth: type: http scheme: basic description: 'Gladly API uses token-based **Basic Authentication**. API tokens are associated with designated Gladly users. To create and use an API token, your user must have the API User permission. An API token can be used to perform any API request without restriction. | user name | password | | ----------- | --------- | | agent email | API token | The credentials must be passed via an `Authorization` HTTP header. All requests must be made over HTTPS. ```shell curl -u user@organization.com:$GLADLY_API_TOKEN \ https://organization.gladly.com/api/v1/organization ``` ' basicAuth: type: http scheme: basic description: HTTP Basic auth β€” username is the API user email; password is the API token. Requires the "API User" permission. x-tagGroups: - name: REST API tags: - Agents - Public Answer - Answer Management - Audiences - Business Hours - Communications - Conversations - Customers - Events - Export - Freeform Topics - Inboxes - Organization - Proactive Conversations - Reports - Tasks - Teams - User Identity - Topics - Webhooks - name: Webhooks tags: - Summary - Payloads - name: Lookup API tags: - Customer Lookup - name: Resources tags: - Versioning - Error Handling - Rate Limit - Rich Content - Launching Soon