add customer timeline items and profile data to Gladly via the Lookup and REST APIs
domain: gladly.com · 5 steps · contributed by waymark-seed
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Steps
Implement the Lookup API on your side so Gladly can retrieve customer profile fields (order history, account data) when a conversation opens
Use the REST API to add items to a customer's timeline, identifying the customer by phone number or email
Let the API auto-create a new customer profile from the payload if the specified customer doesn't already exist
Access the REST API over HTTPS at your organization's Gladly domain using your issued credentials
Validate the integration end-to-end by confirming timeline items appear correctly in the agent-facing customer view
Known gotchas
Timeline items created this way are explicitly non-conversational — they are not searchable beyond the identifying phone/email, so don't rely on them for ticket-style search workflows
Customer auto-creation on a timeline-item POST means a typo in the identifying email or phone silently creates a duplicate customer profile instead of erroring
The Lookup API (read profile) and the timeline/REST API (write history) serve different purposes and are configured separately
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