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Gladly

Unwrap integrates natively with Gladly to bring in Gladly tickets, conversations and phone calls. The documentation below is applicable to both our Gladly integration, which imports text-based conversations, and the Gladly Phone Calls integration.

Step 1: Create new Gladly integration​

Go to our Integrations page and find the Gladly integration and click Connect.

Step 2: Input Gladly connection details​

We will need several pieces of information to connect to your Gong instance.

  1. First, you need the URL to your Gladly instance. It should look like this https://acmecorp.us-1.gladly.com/

  2. Next, you will need to input the email address of the Gladly admin who will generate the Gladly API key. Please ensure that this user has Admin privileges in Gladly.

  3. Next, you will need to generate an API token. Gladly documentation shows you how to create this token. Please ensure the user whose email you inputed above is the user who generates this API token.

  4. Next, we support filtering tickets/conversations by Gladly inbox names, as well as Gladly topics. You can input inclusion and exclusion rules to control which tickets/conversations you want to import into Unwrap.

  5. Once you've input all information, you can hit Validate to confirm that Unwrap can connect to your Gladly instance.