Gladly Get/Create Conversation
Finds a customer's most recent open conversation in Gladly, or creates a new one, and optionally adds a note. Use it to make sure a flow has a conversation to work with.
What it does
- Looks up the customer by email, creating the customer profile if they don't exist.
- Returns the latest open or waiting conversation, or creates a new one when none is open.
- Optionally adds an initial note, and returns the conversation items, topics and agent details.
Inputs
| Name | Type | Description |
|---|---|---|
| Gladly Domain | Credentials | Gladly Domain |
| Environment | Credentials | Gladly QA or PROD environment Possible values: qa, com. |
| Username | Credentials | Gladly Agent Username |
| API Key | Credentials | Gladly API Key |
| Organisation ID | String | Gladly Organisation ID. Can be retrieved from /organization |
| Customer Email | String | Customer email |
| Customer Name | Optional String | Customer name |
| Agent | String | Agent email address or agent ID |
| Inbox ID | String | Inbox ID |
| Initial Note Body | Optional String | Initial note body. Default 'Adding a note to the customer profile' |
| External ID | Optional String | External ID (uuid) to be used for the conversation ID |
Outputs
| Name | Type | Description |
|---|---|---|
| Success | Boolean | Whether a conversation was create successfully |
| Customer ID | String | Customer ID |
| Conversation ID | String | Conversation ID |
| Last Conversation Data | Object | Last conversation data |
| Last Conversation Items | List | Last conversation items |
| Customer Conversations List | List | Customer conversations list |
| Agent ID | String | Agent ID |
| Inbox ID | String | Inbox ID |
| Conversation Topics | List | Conversation Topics List |
Notes
- Needs Gladly credentials (domain, environment, username, API key and organisation ID), plus an agent and inbox to assign the conversation to.