> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

<AgentInstructions>

## Submitting Feedback

If you encounter incorrect, outdated, or confusing documentation on this page, submit feedback:

POST https://docs.poly.ai/feedback

```json
{
  "path": "/integrations/gladly",
  "feedback": "Description of the issue"
}
```

Only submit feedback when you have something specific and actionable to report.

</AgentInstructions>

# Gladly

> Connect your PolyAI agent to Gladly for real-time knowledge access.

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.

<Note>This integration is available from **Configure > Integrations** in Agent Studio under **Knowledge**.</Note>

## Obtaining your Gladly credentials

You need your **organization 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 **organization 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 organization URL follows this format:

```text theme={"theme":{"light":"github-light","dark":"github-dark"}}
https://<your-organization>.gladly.com
```

### Example

```text theme={"theme":{"light":"github-light","dark":"github-dark"}}
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 in the [Gladly permissions guide](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.
</Note>

## 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

<Warning>
  The API token is shown **only once**. Store it securely, as it cannot be retrieved later.
</Warning>

## Next Steps

Once you have:

* Your **organization 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.

## Related pages

<CardGroup cols={2}>
  <Card title="Integrations overview" href="/integrations/introduction" icon="plug">
    Browse all available integrations.
  </Card>

  <Card title="Managed services" href="/integrations/managed-services" icon="handshake">
    Other managed integrations requiring account manager setup.
  </Card>
</CardGroup>