Gladly

Connect Attentive with Gladly to enable your customer support team to directly answer customers' text message responses. With this integration, all messages received from a customer through SMS are forwarded to your customer support team queue in Gladly.

Step 1. Collect Gladly information

Log in to your Gladly account and generate an API token for Attentive. Then, copy and save this token in a safe location.

Next, go to your Gladly inbox and collect the inbox ID. To do so, complete the following steps:

1. Log in to your Gladly account.
2. On the Home page, select the inbox for which you want Attentive to create tickets.
3. Copy and save the Inbox ID after home/team/ in the URL. For example, in the following image, lcGvlKyRQxKqK1rYhYOvRA is the inbox ID for the Attentive Test Inbox.
   

Note that you can create a Gladly inbox specifically for Attentive.

After collecting the API token and inbox ID, follow the next steps to complete the integration.

Step 2. Set up the integration in Attentive

Now, complete the following procedure to set up the integration in Attentive:

1. Navigate to the integrations setup page and select Gladly.
   Note: If the Gladly tile isn't visible, contact our White Glove team (whiteglove@attentivemobile.com) and provide them with the details in the next steps.
2. Enter the following details:
   • Gladly Domain—This is the name of your Gladly instance. For example, if your Gladly URL is https://attentivemobile.gladly.com/, your domain name is attentivemobile.
   • Gladly Inbox ID—collected in Step 1
   • Gladly Username/Email Address—The email address you use to log in to your Gladly administrator account
   • Gladly API Token—collected in Step 1
3. (Optional) Edit the Support Confirmation setting.
   By default, this setting is enabled (on) and includes a default keyword and messages for the following fields:
   
   • Support Confirmation Keyword
   • Acknowledgement Message
   • Resolution Message
     Note: If this setting is enabled, you must update your Autoresponder to include the Support Confirmation Keyword.
     
4. (Optional) Edit the Forward Subscriber Messages through Customer Service setting.
   By default, this setting is enabled (on), so that customer service messages are forwarded to your Gladly platform. We recommend that you keep this setting enabled.
5. Click Set up integration.
   Your Gladly account is now connected to Attentive.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Gladly integration.