Gladly

Integrate Agent Connect with the Gladly CRM.

This guide describes how to integrate Medallia Agent Connect and Gladly to send survey requests when tickets are solved. Feedback in Agent Connect links directly to Gladly, enabling your team to see the tickets and related feedback together.

Important: Agent Connect can send surveys automatically only when the following criteria are met:

  • The team member that resolved the ticket has an approved Agent Connect profile.

  • The customer’s record includes an email address.

  • A team member is assigned to the ticket when it is closed.

Follow the steps below to configure the integration:

  1. Create a token in Gladly:

    1. Open the API Tokens page (Integrations > API Tokens), then click Add Token.

    2. Enter the required information:

      • Token details

      • Your Gladly URL

      • Your Agent Connect test email address from the Integrations page.

    3. Create the token, then send the details to the Agent Connect team.

  2. Create a webhook in Gladly:

    1. On the Webhook page (Integrations > Webhook), click Create Webhook.

    2. Configure the following fields, then click Save webhook:

      • Name — Enter a descriptive name, such as "Send Agent Connect Survey".

      • Webhook URL — Enter https://api.stellaconnect.net/v1/webhooks/gladly.

      • Events — Select "Conversation/Close".

      • Username — Enter "connect".

      • Password — Enter your Test API Key from the Integrations page in Agent Connect.

      • Realm — Leave this field blank.

  3. Create a "Do Not Send Agent Connect Request" topic.

    This step creates a topic that can be added to a ticket to prevent a survey from being sent when the ticket is closed.

    1. Open the Topic area of Gladly, then click Add Topic.

    2. Name the topic do_not_send_stella, then click Save.

      Note: You do not need to create a topic specifically to limit the number of surveys that a customer receives within a specific period of time. On the Company Info page, Agent Connect includes a suppression period that automatically stops surveys from flooding a customer within a specified number of days.Company Info page

  4. Work with the Agent Connect team to test your automated integration and resolve any issues. When everything is working as expected, move your integration to production via the steps below:

    1. In your Gladly webhook, change the Password to your Agent Connect Production API Key.

    2. In Agent Connect, open the Integrations page (Settings > Integrations).

    3. Integrated Channels in Agent ConnectFor each channel you integrated, switch that field on, then click Update.

      Integrated Channels in Agent Connect
Note: If you would like to implement a workflow to identify negative interactions and send followup surveys after service recovery interactions, contact the Support team.