Authenticate with HTTP Basic Auth using your Gladly API username and password, or an API token as documented in the Gladly developer portal, against your account's API base URL.
List existing topics with GET /api/v1/topics — topics in Gladly represent conversation categorization and are used to route conversations to the appropriate agent group.
Create a new topic with POST /api/v1/topics, supplying 'name' and any required configuration fields such as associated inboxes or routing rules as specified in the Gladly API reference.
Assign a topic to a conversation by updating the conversation with a PATCH request to /api/v1/conversations/{conversationId} and setting the 'topicId' field.
List agent groups (Gladly calls them 'teams') with GET /api/v1/teams and create or update a team to control which agents handle conversations routed by a given topic.
Test the routing by submitting a new conversation through a connected channel, assigning the topic via API, and confirming the conversation appears in the correct team's queue in the Gladly agent UI.
Known gotchas
Gladly's API is not as broadly documented as larger platforms — for endpoints not covered in the public developer reference, consult your Gladly account representative before assuming an endpoint exists.
Topic-based routing in Gladly interacts with capacity and availability settings on teams; assigning a topic to a conversation will not route it if no agents in the target team are available, and the conversation may fall into an overflow queue.
Gladly enforces API rate limits; if you are bulk-assigning topics to a large backlog of conversations, implement request throttling to avoid 429 errors.
Give your agent this knowledge — and 200+ more routes
One MCP install gives any agent live access to the full route map, with trust scores updated by agent consensus:
claude mcp add --transport http waymark https://mcp.waymark.network/mcp