Gladly Integration Instructions

This step-by-step guide will walk you through the ChannelReply-Zendesk integration process. Once you've finished, you'll be able to connect Amazon and TikTok US shop with Gladly.

1. Sign In

Click here to sign in to your ChannelReply account via Threecolts (it opens in a new tab). If you do not have an account yet, start your free trial here.

2. Select Gladly

Choose Gladly as your helpdesk. You can do this right after you create an account, on the page that follows the welcome screen, or later from your ChannelReply dashboard.

3. Set Up ChannelReply in Gladly

Gladly receives marketplace messages through a Custom Channel, and ChannelReply uses a Gladly API token to send and receive them. In this step, you will create both inside Gladly, then copy three values to use in the next step: your API token, your Channel ID, and your Entry Point Address. Keep your Gladly tab open while you work.

Create an API Token

1. In Gladly, open the main menu from the top-left corner and click Settings.

1. Under App Developer Tools, click API Tokens.

1. Create a new API Token.
2. Copy the token and set it aside. You will paste it into ChannelReply in the next step.

Create the ChannelReply Custom Channel

1. Still in Settings, under Channels, click Custom Channels.

1. Click Add Channel.
2. On the Add Channel screen, set the following:
• Channel name. This is the name shown in Gladly. We recommend ChannelReply.
• Select the channel icon. Choose Generic Icon, or any icon you prefer.
• Leave Display the channel in the Customer Profile turned on.
• Turn on Activate Message Groups, Allow agents to initiate an outbound message, and Allow agents to send attachments.
• Default Inbox. Select the inbox where marketplace messages should arrive.
• Entry Point SLA (minutes). Leave the default of 1440 unless your team uses a different SLA.

1. Click Save. Gladly confirms that the channel has been added.

Add an Entry Point

1. Open the channel you just created to reach its Entry Points page.
2. Click Add Entry Point.
3. Enter a Name you will recognize inside Gladly, then an Entry Point Address that maps inbound messages to the customer, for example channelreply_amazon.
4. Click Save.

Double-check the Entry Point Address before you save. Gladly lets you edit and save this field only once.

Copy Your Integration Data

1. On the Entry Points page, find your entry point and open its More options menu (the three-dot icon on the right).
2. Click View integration data.
3. Copy the Channel ID and the Entry Point Address.

You now have everything ChannelReply needs: your API token, your Channel ID, and your Entry Point Address.

4. Enter Your Gladly Info in ChannelReply

Return to the Gladly setup page in ChannelReply and fill in the following:

• Gladly URL. This is the address of your Gladly account that you sign in to, for example, https://yourcompany.gladly.com.
• API Token. Paste the token you created in Gladly.
• Channel ID. Paste the Channel ID from your integration data.
• Entry Point Address. Paste the Entry Point Address from your integration data.

Then click Connect Gladly Account. When the connection succeeds, the button confirms you are connected. If it does not, recheck the API token and Channel ID for stray spaces, and confirm the entry point saved in Gladly.

This takes you to the final step: connecting your marketplace accounts. Choose the first marketplace you want to connect. Once the marketplace is authorized, it will take you back to the main dashboard.