Gladly

Connect your PolyAI agent to Gladly for real-time knowledge access.

Connect PolyAI to your Gladly Knowledge Base so your agent uses the same content as your human agents. Updates in Gladly automatically sync to PolyAI conversations.

This integration is available from Integrations in Agent Studio under Knowledge.

What you’ll need

To connect, gather three values from your Gladly instance:

Credential	What it is
Organization URL	Your Gladly tenant URL, e.g. https://acme.gladly.com
API username	A Gladly username with API access — a dedicated service account is recommended
API token	An API token generated on that user (this replaces the login password)

Prerequisites

• Access to the Gladly Admin Console
• Permission to manage users and API access
• Familiarity with the Gladly permissions guide

Set up credentials

1. Find your organization URL

   Log in to your Gladly instance and copy the base URL from the address bar:

   https://<your-organization>.gladly.com
   

   For example, https://acme.gladly.com — the organization name is acme.

2. Create a dedicated API user (recommended)

   A dedicated user makes access auditable and rotatable.

   1. In the Gladly Admin Console, go to Settings → Users.
   2. Click Add User.
   3. Use a descriptive name like polyai-integration.
   4. Save the user.

   Prefer creating a service user over reusing a human’s account — you can rotate the token without disrupting a real employee’s login.

3. Assign API permissions

   Open the user profile and assign a role with the API permissions your integration needs. See the Gladly permissions guide for the full matrix.

   Grant only the permissions your integration actually needs.
4. Generate an API token

   Gladly uses Basic Authentication with:

   • Username — the Gladly username
   • Password — an API token (not the user’s login password)

   In the user profile, open the API Token or API Access section, generate a new token, and copy it.

   The API token is shown only once. Store it securely — it cannot be retrieved later.

5. Provide the credentials to PolyAI

   Share the organization URL, API username, and API token with your PolyAI representative through a secure channel. PolyAI stores these as encrypted secrets and configures the integration in your project.

Support

If you hit issues generating credentials or assigning permissions, contact PolyAI Support or your PolyAI account manager.

Related pages

Integrations overview

Browse all available integrations.

Managed services

Other managed integrations requiring account manager setup.