Gladly

Connect PolyAI to your Gladly Knowledge Base.

Introduction

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.

Obtaining your Gladly credentials

You need your organisation URL, API username, and API token to connect.

Prerequisites

• Access to the Gladly Admin Console
• An account with sufficient permissions to manage users and API access
• Access to the Gladly developer documentation: https://developer.gladly.com/rest/#section/Getting-Started/Permissions

Step 1: Identify Your Gladly Organisation URL

Your organisation URL uniquely identifies your Gladly instance and is required for all API requests.

How to find it

1. Log in to your Gladly instance via your browser
2. Look at the URL in the address bar

Your organisation URL follows this format:

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

Example

https://acme.gladly.com

In this example:

• Organisation URL: https://acme.gladly.com
• Organisation name: acme

Step 2: Create or Select a Gladly User for API Access

API authentication in Gladly is performed using a username and API token associated with a Gladly user.

You may:

• Use an existing service account, or
• Create a dedicated user specifically for API integrations (recommended)

Create a new user (recommended)

1. Log in to the Gladly Admin Console
2. Navigate to Settings → Users
3. Click Add User
4. Create a user with a descriptive name (for example, polyai-integration)
5. Assign the appropriate role (see permissions below)
6. Save the user

Step 3: Assign Required Permissions

The user used for API access must have the appropriate permissions to perform API operations.

1. In the Gladly Admin Console, open the user profile
2. Assign a role that includes the required API permissions, as documented here: https://developer.gladly.com/rest/#section/Getting-Started/Permissions

⚠️ Note The exact permissions required depend on your integration use case. Grant only the minimum permissions necessary to follow the principle of least privilege.

Step 4: Generate an API Token (Password)

Gladly API authentication uses Basic Authentication with:

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

Generate the API token

1. In the Gladly Admin Console, open the user profile
2. Locate the API Token or API Access section
3. Generate a new API token
4. Copy the token securely

🔐 Important The API token is shown only once. Store it securely, as it cannot be retrieved later.

Next Steps

Once you have:

• Your organisation URL
• A Gladly username
• A valid API token

You can proceed with configuring your integration through PolyAI Agent Studio Integration Page in your project.

Support

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