Gladly integration for Dimension Labs
This brings in the conversation items on your Gladly customer timelines: chat, email, SMS and other messages from customers, agents and Gladly's AI, grouped by conversation. You run it on your side: a small script picks up Gladly's export files and posts each message to the universal API.
- Platform
- Gladly
- Type
- Support desks
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-13, against Gladly's documentation
Every Gladly message, in the same shape as everything else.
Gladly works differently from the other support desks: its data arrives in export files, once a day by default, so most messages are more than an hour old when the file appears. Those go to /trackhistorical, and their Dimensions need a backfill after each export.
item content.content text Present on message items such as CHAT_MESSAGE and EMAIL. Skip items without it, such as CONVERSATION_STATUS_CHANGE, TOPIC_CHANGE and CONVERSATION_NOTE (an internal note, with its text in body).
item customerId userId Gladly's internal customer id, on every item in the conversation.
item initiator.type incoming true when it is CUSTOMER. AGENT is a person on your team and SYSTEM is automation, such as Gladly's AI.
item conversationId sessionId Gladly ids have no colons.
item conversationId conversationId Same value as sessionId.
item timestamp dimensionlabs_timestamp Convert with toMillis.
item content.type, content.sessionId, initiator.type, id platformJson content.type is the channel. To join to your own data, customers.jsonl in the same job maps each customer to your externalCustomerId.
5 steps. Then it runs on its own.
A small job on your side reads Gladly through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Rate limits, per Gladly: 10 requests per second for each HTTP method, unless an API documents its own limit. Responses carry Ratelimit-Limit-Second and Ratelimit-Remaining-Second headers, and going over returns 429 (default rate limit, handling rate limit).
Open the full Gladly guide ›- 01Get API access in Gladly
- 02Pull new conversation items
- 03Map the fields
- 04Send it
- 05Run it
What you need
- A Gladly administrator, to give a user the API User permission. Gladly recommends a dedicated user for API calls.
- An API token for that user, and the user's email address.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Gladly data.
- Which ticket themes come before a cancellation?
- What drives repeat contacts this month?
- Which issues take the most agent time, by reason?
Gladly integration questions
Does Dimension Labs integrate with Gladly?
Yes. A small job on your side reads Gladly through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Gladly's documentation on 2026-10-13.
What Gladly data does Dimension Labs bring in?
This brings in the conversation items on your Gladly customer timelines: chat, email, SMS and other messages from customers, agents and Gladly's AI, grouped by conversation. You run it on your side: a small script picks up Gladly's export files and posts each message to the universal API.
What do I need to connect Gladly?
A Gladly administrator, to give a user the API User permission. Gladly recommends a dedicated user for API calls. An API token for that user, and the user's email address. A Dimension Labs API key for a new Universal API source.
How often does Gladly data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Gladly?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
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