name: Gladly Domain Vocabulary
provider: Gladly
providerId: gladly
description: Tag-derived vocabulary for the Gladly REST API surface; sourced from the OpenAPI tag set covering the people-centered customer service platform.
terms:
- term: Agents
  description: Service desk users and their state, including the Call Recorder availability.
- term: Answer Management
  description: Author, update, and delete knowledge-base Answers used by Sidekick AI and agent suggestions.
- term: Audiences
  description: Segmentation of customers and answers for scoped delivery (region, brand, language).
- term: Business Hours
  description: Define when channels and inboxes are staffed, including holidays and overrides.
- term: Communications
  description: Send outbound SMS and email directly through the Gladly API.
- term: Conversations
  description: Unified, channel-agnostic customer interactions across voice, chat, SMS, email, and social, including items, topics, notes, replies, and redactions.
- term: Customer Lookup
  description: External "Lookup API" pattern where Gladly fetches customer context from a brand-owned endpoint.
- term: Customers
  description: Unified customer profile with normalized emails, phones, channels, external IDs, and custom attributes.
- term: Events
  description: Read the platform event stream for activity that occurred against the organization.
- term: Export
  description: Schedule, list, and download bulk data exports of agents, conversations, customers, and metrics.
- term: Freeform Topics
  description: Free-text topic application not constrained to the curated topic taxonomy.
- term: Inboxes
  description: Logical work-queues that route conversations and tasks to agents.
- term: Organization
  description: Read organization-level configuration.
- term: Proactive Conversations
  description: Initiate outbound conversations to customers from automated workflows.
- term: Public Answer
  description: Help Center–visible answers and the search surface that powers self-service.
- term: Reports
  description: Standard and work-session reports for staffing, productivity, and customer outcomes.
- term: Sidekick AI
  description: Gladly's AI assistant that drafts replies, automates resolutions, and reads from Answers.
- term: Tasks
  description: Discrete work items assignable to agents or inboxes, with comments and due dates.
- term: Teams
  description: Groups of agents that share routing and reporting boundaries.
- term: Topics
  description: Curated taxonomy applied to conversations for reporting and routing.
- term: User Identity
  description: Issue signed JWT identities for authenticated chat sessions.
- term: Webhooks
  description: Subscribe brand-owned HTTPS endpoints to platform events (conversation, message, task, customer, agent state).
- term: Rate Limit
  description: Default 10 req/sec per organization with Ratelimit-Limit-Second / Ratelimit-Remaining-Second response headers and 429 throttling.
- term: Rich Content
  description: Markdown, structured cards, quick replies, and attachments rendered in supported channels.
- term: Lookup API
  description: Brand-hosted endpoint Gladly calls to enrich a conversation with first-party customer data.
- term: App Platform
  description: Embedded app/connector framework for surfacing third-party experiences inside the Gladly Hero agent UI.
- term: Hero
  description: Gladly's agent workspace (formerly "Gladly Team") used by service representatives.