Connecting Gladly lets you send surveys when a conversation or task closes, or when a selected topic is added. Responses come back into Gladly as survey items, sentiment topics or follow-up tasks.

Each integration on the Gladly page under Integrations has its own Activate integration button.

The integrations under Ticket integrations only act on surveys connected to Gladly: an Event-based or Web embed survey with Connected service set to Gladly, or a survey published with External email embed → Gladly.

If (deprecated) Send in-app survey is on, deactivate it and use Send survey when topic is added instead. The old version replies every time any topic is added, even when the conversation already had a survey.

If you also use Decagon, its integrations are on the Decagon page, and Decagon integrations explains what they do with conversations handed off to Gladly.

You need the Manage integrations permission in Simplesat to connect Gladly and turn integrations on. Owner and Admin have it by default.

In Gladly, choose the user Simplesat will connect as. Pick one that doesn't belong to a single employee, so the integrations keep running when someone leaves. Every integration acts as this user.

The user needs the API User permission alongside Agent, which you set in Gladly under Settings → Users. Gladly doesn't limit an API token to particular requests.

For email, you'll need an Event-based survey (Direct email delivery → Event-based). For texts and chat messages, you'll need a survey published with External email embed → Gladly. Simplesat sends the emails, and Gladly sends the texts and chat messages. If you're choosing between the two, see Choosing a survey delivery method.

Integration security, permissions and data flow explains what Simplesat sends to integrations and who can change them.

First, in Gladly, signed in as the user Simplesat will connect as:

Then, in Simplesat:

Now click Activate integration on each integration you want. Its settings appear after the first activation. On the integrations that send surveys, a change takes effect when you click Save.

The channel a survey goes out on depends on the customer's latest message in the conversation. For Send survey on conversation closure, notes, topic changes, status changes, automation summaries, files and voicemails don't count, and if the customer hasn't sent a message, the last answered phone call does. Send survey when topic is added only counts what the customer started, so a file or voicemail from them can be the latest message.

Between them, the closure and topic integrations send each conversation one survey. Once either has sent, the other won't, even if the conversation is reopened and closed again. So when you test, start a new Gladly conversation each time, with yourself as the customer. Testing an integration end to end covers the rest.

To email a survey when a conversation closes:

The email goes to the first address on the customer's Gladly profile at the time the conversation closed. The response is credited to the agent who had the conversation then, if there was one. Because Simplesat sends the email, it shows on the survey's Email activity tab.

Email delay in hours is 0 unless you change it. When the wait ends, the integration checks again and only sends if the conversation is still closed and still passes your rules. If it was reopened in the meantime, nothing goes out, and the next close starts a new wait. The Event-based survey's own Delay and Suppression apply on top, as set out in Direct email surveys.

To limit which conversations get the survey, enter Gladly IDs, separated by commas, in any of these:

A topic's ID is in the address of its page in Gladly, under Settings → Orchestration → Topics.

In a Gladly chat, the survey can arrive as a message when a topic you choose is added to the conversation. Each rating gets its own line, with an emoji and a label. On other channels, the same integration replies with a short message and a link.

To set it up:

In the chat message, the ratings are labeled Terrible, Bad, Okay, Good and Amazing, and any other rating shows as Rating and its number, such as Rating 6. Unless you change it, the fallback message reads: How did we do? {{surveyUrl}}

Add the topic while the conversation is open, and keep it open until the survey appears. If the conversation has closed by the time the integration replies, it emails the survey in Event-based email survey instead. If Gladly turns the reply down for any other reason, such as WhatsApp's reply window having passed, the customer gets neither the message nor the email.

Turn on Pull conversation data as well, so responses from the chat message get their customer and agent.

To text the survey when a conversation closes:

Gladly sends the text from your number, with a short spls.at link to the survey. A customer gets the text when their latest message was an SMS or WhatsApp message and their phone number in Gladly has its SMS preference ON. Every other conversation gets the email survey.

Texts don't appear on Email activity, and Simplesat can't see whether a text was delivered or opened.

Calls never get a text, even with SMS surveys on. To survey customers after a call, make sure Gladly records it, because a call without a recording gets no survey.

When a WhatsApp conversation closes, the survey goes by SMS or email, never as a WhatsApp message. To survey customers in WhatsApp itself, use Send survey when topic is added, which replies in the conversation.

If you use Gladly Sidekick, fill in the settings that start with AI. They apply to Sidekick conversations, the ones in Gladly's automated-session inbox, and they can use the same surveys as your other settings.

On Send survey on conversation closure, set AI survey. Without it, a Sidekick conversation that would get an email gets no survey. For texts, set AI SMS message and AI SMS survey.

On Send survey when topic is added:

To email a survey when a Gladly task closes:

The email goes to the task's customer, who needs an email address, and the response is credited to the task's assignee. Each task gets one survey. The ticket integrations look for a conversation, so they do nothing for task survey responses.

To see each response in Gladly, turn on Display feedback in a conversation item. It adds a survey item from Simplesat to the customer, who needs an email address or mobile number in Gladly. The item goes on the customer's timeline, outside any conversation, and Gladly doesn't count it as part of one. The integration can't place it on the conversation the survey came from, or on any other.

The survey item's title identifies the metric, for example CSAT - Customer Satisfaction Survey. It shows:

To tag the conversation with how the customer felt, turn on Add topics to conversation after receiving feedback. It adds Simplesat - positive sentiment, Simplesat - neutral sentiment or Simplesat - negative sentiment. The topic comes from the metric rating, not from the topics Simplesat finds in comments. The integration never removes a topic, so if a rating changes from positive to negative, the conversation keeps both.

For when feedback is written back, and how to map the fields, see Writing feedback back, and mapping the fields.

Turn on Pull conversation data to add the Gladly customer, agent, topics and channel to each response. It runs as soon as a response arrives or changes.

It replaces what's on the response rather than adding to it:

Without it, a response only has what came with the survey:

Attribution: linking feedback to tickets, customers and agents explains how Simplesat links responses to customers, tickets and team members.

Turn on Create task upon receiving feedback and each response you choose creates a Gladly task with the customer's answers in it, so someone can follow up. By default:

Under When should this integration run?, choose the surveys and ratings that create a task. Right after activation, every response creates one, positive ratings included.

In field mapping, you can set the body, the due date and the customer email. Saving the field mapping starts the integration, even if it was off. So after you save, click Deactivate integration and then Activate integration to keep it running, or Deactivate integration alone to keep it off. Creating a follow-up ticket from feedback covers choosing ratings, and Writing feedback back, and mapping the fields covers Lookup in field mapping.

A response with no customer email doesn't create a task. For chat surveys, the email comes from Pull conversation data, which runs before the task does.

A new task is created each time a response is written back, for example when the customer adds an answer more than five minutes later or a teammate changes the rating. Responses created through the API, including ratings synced in from Decagon, don't create tasks.

Gladly holds each task back until its due date is within your Task routing window (minutes), which a Gladly Administrator sets under Settings → Agent Experience → Conversation Workflow → Tasks. Tasks from Simplesat are due seven days after they're created, so if the window is shorter, a task only appears in its inbox once it's that close to its due date.

To have tasks appear sooner, set an earlier due date in field mapping, or have a Gladly Administrator widen the window. The Due At row holds =moment.utc().add(7, 'days').format();. Change the 7 to the number of days you want, and after you save, click Deactivate integration and then Activate integration.

Simplesat keeps using the token from your last Authenticate. To connect with a different Gladly user or token:

Responses that arrive between Revoke access and reactivation aren't sent when you reactivate, so reactivate right away. If any runs failed, contact us, and support can rerun them from the integration's log. Revoking also stops the integrations that start from a Gladly event. Gladly holds the events that happen in the meantime for about an hour, then drops them. So if you reactivate more than about an hour after revoking, no survey goes out for conversations closed, topics added or tasks closed in between.

To move to a new Gladly environment or address:

To start an integration over, click Deactivate integration and then Reset integration, which only appears while the integration is off.

Check these in order:

For other causes, see When a survey does not send.

Check the text in SMS message. It needs {{surveyUrl}} exactly, with a capital U and a lowercase rl. If it's typed as {{surveyURL}}, the text shows the placeholder exactly as typed, with no link. Correct it and click Save.

If the link is there but doesn't open a survey, choose a survey in SMS survey: one published with External email embed → Gladly.

The closure and topic integrations send one survey per conversation between them, so the extra one comes from somewhere else:

Each time a response is written back, Display feedback in a conversation item adds a new survey item and Create task upon receiving feedback creates a new task. That happens when the response arrives, and again when the customer adds an answer more than five minutes later or a teammate changes the rating.

To find the task in Gladly, look on the Gladly customer with the respondent's email, in the conversation's inbox. It's due seven days after it was created.

If the Gladly user whose token Simplesat uses was deactivated or lost the API User permission, or the token was deleted, every integration fails. Simplesat still shows Gladly as authenticated and the integrations as active. To fix it:

Do all three steps in one go, because a response that comes in between step 1 and step 3 isn't sent once the integrations are active again. And if step 3 comes more than about an hour after step 1, no survey goes out for conversations closed, topics added or tasks closed in between. Then contact us, and support can rerun the responses whose runs failed.

Check the three fields:

For other error messages, see Integration error messages and what they mean.

This happens on the integrations that start from a Gladly event: Send survey on conversation closure, Send survey when topic is added, Send email survey on task closure and (deprecated) Send in-app survey. Gladly still holds the webhook an earlier connection made, and refuses a second one at the same address. The message names that address.

In Gladly, signed in as a user with the API User permission, such as the user Simplesat connects as:

Then, in Simplesat, click Activate integration again. If it still fails, contact us with the message.

For how team members are matched, see Attribution: linking feedback to tickets, customers and agents.

The integration runs when Gladly reports the close. It then waits Email delay in hours for an email or SMS delay in hours for a text, and both are 0 unless you change them. After that, the Event-based survey's own Delay applies to the email. Change the delays in the integration's settings and click Save.

The first email address on the customer's Gladly profile when the conversation closed. A change after the close doesn't change where the email goes.

No. A conversation gets one survey from the closure and topic integrations together, whoever closes it. If it's reopened during Email delay in hours, that close sends nothing, and the next close starts a new wait.

No. An excluded topic stops the survey.

Enter the Gladly topic IDs in Excluded topics or the inbox IDs in Excluded inboxes, separated by commas, and click Save. The rules only look at topics and inboxes. To leave out a kind of conversation, it needs a topic or an inbox in Gladly that you can exclude.

There's no rule for individual customers. The integration only texts a phone number whose SMS preference is ON in Gladly, and sends the email survey otherwise. Customers who unsubscribe from Simplesat survey emails don't get the email.

In Send survey on conversation closure. Turn on Enable SMS surveys?, enter SMS source phone number, choose a survey published with External email embed → Gladly in SMS survey, and write the text in SMS message. Then click Save.

Yes. A phone call gets the email survey if the call was recorded. A WhatsApp conversation gets a text when SMS is on and the customer's phone accepts SMS, and the email survey otherwise.

An Event-based survey. Survey is required, and the integration emails it to every conversation that can't get a text.

No. A conversation gets one survey from the two together. Whichever sends first, the other sends nothing.

Yes, on Premium (formerly Elite) and above, and we set it up for you. Contact us with each Gladly inbox or brand, the survey it should get, and the survey for conversations that match none of them.

Without that setup, each integration sends one survey per channel. Send survey on conversation closure has one for email and one for SMS, and Sidekick conversations can have their own. The inbox rules decide which conversations an integration sends to.

Not for the integrations that send surveys: Save applies the change. Create task upon receiving feedback is the exception. If you save its field mapping while it's off, or if you've deactivated it, click Deactivate integration and then Activate integration, even if it reads Active.

No. A task always goes to the inbox of the conversation the survey came from, and Gladly then routes it to an agent who's available for tasks in that inbox.

The ratings you turn on under When should this integration run?. Right after activation, every rating creates a task. To limit it to low scores, choose Let me choose and turn on only negative ratings, with and without a comment.

No. Add topics to conversation after receiving feedback creates Simplesat - positive sentiment, Simplesat - neutral sentiment and Simplesat - negative sentiment the first time it needs them.

Display feedback in a conversation item adds a survey item to the customer's timeline, with the rating and every answer. Add topics to conversation after receiving feedback adds a sentiment topic to the conversation, and Create task upon receiving feedback creates a task. The survey item can't go on any conversation, and the topic can't go on a different one. For a conversation survey, the topic goes on the conversation in the response's ticket ID, which is the conversation the survey came from.

The Gladly conversation ID, or for a task survey, the Gladly task ID. The Gladly customer ID is separate, on the customer.

By topic, yes. With Pull conversation data on, the conversation's Gladly topics become the response's tags, replacing any other tags. The inbox isn't brought into Simplesat. The channel arrives as the ticket attribute type.

It reads conversations and their messages, customers, agents, topics and tasks. It writes SMS messages, replies, automated messages in Sidekick chats, tasks, survey items and topics. It also creates webhooks in Gladly, so it's told when a conversation closes, a topic is added or a task closes. Gladly doesn't limit an API token to particular requests.

On the survey's Configure page, under Open tickets directly in your helpdesk, paste the address of a Gladly conversation into Ticket URL. Replace the conversation ID in it with {{ ticket_id }} and the customer ID with {{ customer_id }}. The customer ID only gets filled in when the response has the Gladly customer ID, which Pull conversation data adds.