> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hightouch.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Gladly

> Streamline multi-channel customer communication

## Overview

Gladly is a customer service platform that enables businesses to communicate with their customers across various channels, such as phone, email, chat, social media, and more. Syncing data to Gladly means integrating your customer data with the Gladly platform so that your customer service team can access and use this data to provide better and more personalized support to your customers.

## Supported syncing

| Sync Type | Description | Supported Sync Modes | API Reference |
| - | - | - | - |
| **Customers** | Sync data from any source to Gladly customers | Insert, Upsert, Update | [Customer docs](https://developer.gladly.com/rest/#tag/Customers) |
| **Tasks** | Sync data from any source to any Gladly tasks | Insert, Update | [Task docs](https://developer.gladly.com/rest/#tag/Tasks) |

## Connect to Gladly

Go to the [**Destinations** overview page](https://app.hightouch.com/destinations?from=docs) and click the **Add destination** button. Select **Gladly**. You can then authenticate Hightouch to Gladly by entering:

* A Gladly API Token
* Email on your Gladly account
* Gladly domain

To retrieve a Gladly **API Token**, open the hamburger menu in the top left corner of Gladly. Select the **Settings** option. Under the **App Developer Tools** section, click the **API Tokens** option. You can use an existing token or click the **Create Token** button to generate a new one.

![Finding Gladly API Token](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destinations-gladly-api-token.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=2f0534d68601afc469eae281ba8f22d6)

We recommend having the following roles on the account: `Administrator`, `Agent`, `API User`, and `Developer`.
To check the roles, you select **Users** under the **People** section. Hover over the row with the **Email** you provided to Hightouch. Click on the icon with three dots that appear and select **Edit**.

![Finding Gladly Account Roles](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destinations-gladly-account-roles.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=b3b88c73dc70155a2a2965c96dfda73b)

To get the **Email** on your Gladly account, click the user icon in the top right corner. Select the **Profile** option. You should see the account's associated **Email** there.

![Finding Gladly Email](https://mintcdn.com/hightouch-3c037897/L_vQfA0JQEpeGUUo/images/destinations/destinations-gladly-email.png?fit=max\&auto=format\&n=L_vQfA0JQEpeGUUo\&q=85\&s=0e325f2f506c42895db187d682b582d3)

The **Domain** is the Gladly domain you are logged into. It should be similiar to `https://{organization}.gladly.com`. You only need to provide this portion: `{organization}.gladly.com`.

## Sync configuration

Once you've connected your Gladly destination and have a [model](https://docs.hightouch.com/getting-started/concepts.md#models) to pull data from, you can set up your sync configuration to begin syncing data. Go to the [**Syncs** overview page](https://app.hightouch.com/syncs?from=docs) and click the **Add sync** button to begin. Then, select the relevant model and the Gladly destination you want to sync to.

### Customers

Hightouch supports inserting, upserting and updating customers.

#### Record matching

You can match rows in your model with customers in Gladly on **Email**, **External Customer ID**, or **Phone Number**.

#### Field and custom mappings

You can sync any columns from your source to both default properties or custom attributes.

> [!NOTE]
>
> Make sure that if you are creating a new custom attribute, please inform [Gladly Customer Support](https://help.gladly.com/docs/contact-gladly-support) before or after running the sync in order for this attribute to be seen/used on Gladly. If the custom attribute already exists, then you are all set.

### Tasks

Hightouch supports creating new tasks and updating existing ones.

#### Record matching

You can match rows in your model with tasks in Gladly on **Task ID**.

#### Field mapping

You can sync any columns from your source to default properties in Gladly.

## Tips and troubleshooting

To see the exact API requests and responses from each sync run, use the [live debugger](https://docs.hightouch.com/syncs/debugger.md). To get notified by Slack, PagerDuty, SMS, or email when a sync fails, set up [sync alerts](https://docs.hightouch.com/syncs/alerting.md). If you run into an issue this page doesn't cover, [contact support](#pylon-chat).