How to connect Gladly

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End-user setup guide. Audience: a Gladly Administrator at the customer.

Oversai reads your closed Gladly conversations — the messages and internal notes, the topics, the inbox and the agent who handled them — so they can be scored, coached on and reported against. It also reads your published Gladly Answers into the Oversai knowledge base.


Who does this	Gladly Administrator
Time needed	About 10 minutes
Access granted	Full Gladly API access for one dedicated user; Oversai only reads
Auth method	User email + API token

Before you start

A Gladly account with the Administrator role, to create the user and give it API access.
Your Gladly organization: the part before .gladly.com in the address you sign in at. For mycompany.gladly.com, the organization is mycompany.
An Oversai account with Admin access.
The API token is shown only once, so have somewhere safe to paste it.

Step 1 — Create a dedicated API user

Settings > Users

Add a user for Oversai (for example [email protected]), select the API User permission and keep the user's Agent role. Accept the email invitation within 24 hours and sign in as that user.

A dedicated user keeps Oversai's activity separate in your audit trail, and keeps the connection alive if a person leaves: deactivating the user a token belongs to stops that token working.

Gladly API tokens have no scopes or read-only option: a token can make any API request the API allows. Oversai only ever reads, and only the following:

Oversai reads	What it powers in Oversai
Conversations and their messages	The interaction list, status, custom attributes and the transcript. Required — without it nothing syncs.
Events	Finding the conversations that closed since the last check. Required.
Agents	The agent's email on each interaction, which matches it to an Oversai user and team.
Topics	The Topics filter and the topics on each interaction.
Inboxes	The Inbox filter.
Answers	Your Gladly knowledge base, copied into the Oversai knowledge base so AI evaluations and assistants can use it.
Data exports	Recovering conversations older than one day, when you ask Oversai support for it.

Step 2 — Create the API token

More settings > API Tokens > Create Token

Signed in as the API user from step 1, click Create Token (upper right) and copy it from the Token column. The menu item only appears for a user with the API User permission. Rename the token from New Token to Oversai by clicking its name, so it is easy to find later. In newer Gladly versions the page is under Settings > App Developer Tools > API tokens.

Step 3 — Connect in Oversai

Oversai > Data > Integrations > New Integration

Choose Connect to Gladly.
Fill in the three fields below.
Save.

Field	What to enter
Organization	Your Gladly organization — `mycompany` for `mycompany.gladly.com`. Not the full URL.
Email	The email of the API user from step 1 — the user that owns the token.
API Token	The token from step 2.

What happens after you connect

The first conversations appear within about five minutes. That first sync reaches back one day; Oversai support can recover up to 14 days on request. After that Oversai checks every five minutes and picks up each conversation once it is closed — open conversations are not imported.

Oversai never creates, edits, closes or replies to anything in Gladly. Revoke access at any time by deleting the token on the API Tokens page or deactivating the API user; syncing stops at the next check and data already in Oversai is unaffected.

If something isn't working

What you see	Most likely cause	Fix
Connection saves, no conversations arrive	The organization was entered as a full URL, the email isn't the token's owner, or the token was mistyped.	Enter just `mycompany`, use the API user's email, and re-copy the token (create a new one if it's lost).
Conversations arrive without an agent, or not under the right team	The agent's email in Gladly differs from their email in Oversai.	Make the emails match; new conversations are matched from then on.
Syncing was working and then stopped	The token was deleted or the API user was deactivated.	Create a new token for an active API user and update it in Oversai.

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