## On this page

This documentation for the Gladly integration describes the technical capabilities of this integration, including authorization, scopes/permissions, and utilized endpoints. For more information on how to integrate Gladly, visit our [connection instructions](https://docs.datagrail.io/docs/integrations/connection-instructions/gladly).

## Version  
This integration utilizes the GladlyREST API **v1**.

## Base URL  
The base URL used for all Gladly API endpoints contains the **Organization Domain**:

```
https://organization.gladly.com/api/v1
```

#### Endpoints Utilized  
DataGrail uses the following endpoints to authorize and test the connection:

| Method | Endpoint              | Purpose                | Docs |
| ------ | --------------------- | ---------------------- | ---- |
| GET    | `/customer-profiles`  | Validate credentials    |      |

---  
## Authentication & Authorization  
The DataGrail Gladly integration connects using **token** authentication which requires a **Username** and **API Token**.

Sensitive Credentials

Publicly exposing your API credentials can allow unauthorized access to Gladly API endpoints by a third party. DataGrail stores your API credentials encrypted and protected.

---  
## Limits  
Limits in Gladly are calculated using the leaky bucket algorithm. All requests that are made after rate limits have been exceeded are throttled and an `HTTP 429 Too Many Requests` error is returned. Requests succeed again after enough requests have emptied out of the bucket.

- DataGrail supports requests throttling to stay within 70-80% of specified service rate limits.
- DataGrail processes API responses with HTTP 429 status to interrupt requests, waiting and retrying (using an exponential backoff strategy).

---  
## Capabilities  
### Access  
DataGrail's **Gladly** integration provides **Synchronous** Access capabilities for the following supported identifier categories: **Email** and **Phone Number**.

#### Data Interactions  
For **Access** requests, DataGrail will take the following actions:

1. Search **customers** by configured identifiers.

#### Endpoints Utilized  
| Method | Endpoint              | Purpose            | Docs |
| ------ | --------------------- | ------------------ | ---- |
| GET    | `/customer-profiles`  | Find customers      |      |

---  
### Deletion  
DataGrail's **Gladly** integration provides **Synchronous** Deletion capabilities for the following supported identifier categories: **Email** and **Phone Number**.

#### Data Interactions  
For **Deletion** requests, DataGrail will take the following actions:

1. Search **customers** by configured identifiers.
2. Get the list of **conversations** for a customer.
3. Update **conversation**.
4. Delete a **customer** and all associated **conversations**.

#### Endpoints Utilized  
| Method | Endpoint                             | Purpose                  | Docs |
| ------ | ------------------------------------ | ------------------------ | ---- |
| PATCH  | `/conversations/conversation_id`     | Update conversation      |      |
| GET    | `/customer-profiles`                 | Find customers          |      |
| DEL    | `/customer-profiles/customer_id`     | Delete customer         |      |
| GET    | `/customers/customer_id/conversations`| Get conversations for customer |      |

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Need help?

If you have any questions, please reach out to your dedicated Account Manager or contact us at [support@datagrail.io](mailto:support@datagrail.io).

_Disclaimer: The information contained in this message does not constitute as legal advice. We would advise seeking professional counsel before acting on or interpreting any material._