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Gladly

How to get started with Gladly

Zigpoll integrates with Gladly to automatically survey your customers when a conversation is closed — and, optionally, to write each response back into Gladly as a note on the customer's timeline.

How it works

  1. When a conversation is closed in Gladly, Gladly sends a webhook to Zigpoll.

  2. The webhook only contains IDs, so Zigpoll uses your Gladly API credentials to look up the customer's email (and phone), then sends them the survey. The first question can be embedded directly in the email so customers can answer in one click.

  3. If you enable write-back, the response is added to that customer's Gladly timeline as a conversation note.

You choose which survey to send per webhook, so you can send different surveys for different inboxes or topics.

Step #1: Generate a Gladly API Token

  1. Log in to Gladly.

  2. Go to Settings > API Tokens.

  3. Create a new API token associated with an admin or agent user, and copy it. Note the email address of that user — you'll need both.

Gladly's API uses Basic authentication: the agent email is the username and the API token is the password.

Step #2: Connect Gladly in Zigpoll

  1. In Zigpoll: click Settings -> Manage Integrations -> enable the Gladly integration.

  2. Enter your Subdomain — the part before .gladly.com in your Gladly URL. For example, if your URL is mycompany.gladly.com, enter mycompany. If your Gladly URL includes a region (for example mycompany.us-1.gladly.com), include it: enter mycompany.us-1.

  3. Enter the Agent Email — the Gladly user that owns the API token.

  4. Paste the API Token from Step #1.

These credentials let Zigpoll resolve the customer when a conversation closes and write responses back into Gladly.

Step #3: Add a Survey and Copy its Webhook URL

  1. Under Surveys, click "Click here to add a survey."

  2. Select the survey to send when a conversation closes.

  3. Choose the Response Write-back rule for this row (see below). Select "Don't write responses back to Gladly" to disable write-back.

  4. (Optional) Under Exclude Topics, select any topics that should not trigger this survey — for example spam, auto-close, or not support related (see Excluding Topics below).

  5. Save Changes. Saving generates the survey's secure webhook URL (it contains a per-account secret token).

  6. Copy the generated webhook URL — you'll paste it into Gladly in the next step.

  7. Add more rows if you want — each survey gets its own webhook URL.

Keep the URL private. The webhook URL contains a secret token that authenticates requests to Zigpoll. Treat it like a password — anyone with the URL could trigger surveys to your customers.

Step #4: Create the Webhook in Gladly

  1. In Gladly, go to More Settings > Webhooks.

  2. Add a new webhook using the URL you copied in Step #3, and subscribe it to the Conversation Closed event.

  3. Save the webhook.

The webhook URL's secret token authenticates every request to Zigpoll, so no additional signing setup is required.

Note: A Gladly webhook fires for every closed conversation — it can't be scoped to a specific topic or inbox in Gladly. To stop certain conversations (spam, auto-closed, not support related, etc.) from being surveyed, use the Exclude Topics option on the survey, described below.

Step #5: Save Changes

Click "Save Changes" in Zigpoll to activate the integration.

That's it. When a conversation is closed in Gladly, Zigpoll sends the chosen survey to the customer. If write-back is enabled, the response is added to the customer's Gladly timeline.

Response Write-back Rules

Each survey has its own write-back rule that controls when a response is written back into Gladly as a conversation note:

  • Don't write responses back to Gladly — Disable write-back for this survey.

  • Write back if the survey is partially or fully completed — A note is created for every response, even if the survey is not finished.

  • Write back only if the survey is fully completed — Notes are only created once the participant finishes the entire survey.

  • Write back only if an open-ended response is submitted — Notes are only created when the participant writes a free-text answer.

Write-back is applied to responses that originated from a Gladly-triggered survey, so the note is attached to the correct customer.

Excluding Topics

A Gladly webhook fires on every closed conversation, so by default a survey is sent for all of them. Often you don't want to survey conversations that were closed as spam, auto-closed, or otherwise marked as not support related.

Each survey row has an Exclude Topics picker listing your Gladly topics. Select any topics that should suppress the survey: when a conversation closes with one of those topics applied, Zigpoll skips the send for that survey. (This also suppresses the corresponding write-back, since no survey is sent.)

A few notes:

  • The picker shows the topics from your Gladly account. If you don't see it, make sure your Subdomain, Agent Email, and API Token are saved and valid — the list is fetched using those credentials.

  • Exclusions are per survey, so different surveys can exclude different topics.

  • Matching is based on the topics applied to the conversation at the time it closes. To reliably exclude spam, pair this with a Gladly Rule that applies a "spam" topic (Rules can apply topics — they just can't call Zigpoll's webhook directly).

Behavior Tab Actions

You can also trigger Gladly write-back from the Behavior tab on an individual survey. Add a "create gladly conversation" action to write a note based on specific survey logic rules, such as when a particular answer is selected or a condition is met.

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