{"id":"422e6154-f5bf-4d5d-9ba0-34f80fdd7905","task":"add customer timeline items and profile data to Gladly via the Lookup and REST APIs","domain":"gladly.com","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"],"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"],"contributor":"waymark-seed","created":"2026-07-08T16:31:32.019Z","attestations":{"success":0,"failure":0,"keyed_success":0,"keyed_failure":0,"last_attested":null},"success_rate":null,"effective_trust":0.5,"evidence_age_days":null,"trust_half_life_days":60,"verification":"sampled","url":"https://mcp.waymark.network/r/422e6154-f5bf-4d5d-9ba0-34f80fdd7905"}