HandoffsGladly

Initial configuration

Before your Ada team can connect the Gladly handoff, you configure your Gladly instance and collect a set of credentials to share with them. Work through the following steps in your Gladly instance, then hand the collected values to your Ada representative.

Enable Custom Channels

The handoff routes conversations through a Gladly custom channel, so the Custom Channels feature must be enabled in your instance. Confirm it appears under Channels in Gladly settings before continuing. If it is not available, contact Gladly to have it enabled.

Custom Channels listed under the Channels menu in Gladly settings

Create an API user

The integration authenticates to Gladly as a dedicated user. Using a dedicated account keeps the integration’s activity separate from human agents.

To create the API user:

  1. Create a Gladly user reserved for integrations.
  2. Note the user’s email address. This email is the username the integration authenticates with.
  3. Sign in as this user to complete the remaining configuration.

Find your org ID and org URL

The integration needs your Gladly Org ID and Org URL to connect to the correct instance.

To find your Org ID and Org URL:

  1. Go to Settings → Help Center.
  2. For any Help Center, select View Layout. A new tab opens with a preview URL.
  3. Copy the orgId and api values from that URL. The orgId value is your Org ID, and the api value is your Org URL.
The Help Center list in Gladly with the View Layout option selected

Generate an API token

The integration uses an API token to call the Gladly API on behalf of the API user.

To generate an API token:

  1. Go to Settings → App Developer Tools → API tokens.
  2. Select Create Token. The token is shown only once, so copy it immediately and store it securely.
The API Tokens page in Gladly with a Create Token button

Configure inboxes

Inboxes determine where handed-off conversations are routed for your agents to pick up. Create one inbox for each routing destination you need.

To configure inboxes:

  1. Go to Settings → Orchestration → Inboxes.
  2. Select Create Inbox and add the inboxes you want to route conversations to.
The Inboxes list in Gladly with a Create Inbox button

Create a custom channel and entry points

The custom channel is the channel the handoff sends conversations to, and entry points let you route different handoffs to different inboxes.

To create the custom channel and entry points:

  1. Go to Settings → Channels → Custom Channels.
  2. Select Add Channel, set a Default Inbox, and enable Message Groups if you need it.
  3. Open the channel’s details and copy the custom channel ID from the URL. The ID is the value that follows /custom-channels/ in the URL.
  4. On the Custom Channels page, select Edit Entry Points for the channel you created.
  5. Add one entry point per inbox you want to route to.
The Add Channel form in Gladly with channel name, options, and default inbox

Configure routing to inboxes

Routing exceptions map each entry point to a specific inbox so that handoffs reach the right agents.

To configure routing:

  1. Go to Settings → Orchestration → Entry Points.
  2. Edit the channel you created.
  3. Under Exceptions, map each entry point to its inbox. Conversations are then routed based on the entry point used in the handoff.
Entry point to inbox routing exceptions in Gladly

Configure the webhook

The webhook lets Gladly send agent messages and conversation events back to Ada.

To configure the webhook:

  1. Go to Settings → App Developer Tools → Webhooks.
  2. Add a new webhook and set the Webhook URL for your region:
    • US: https://solutions.ada.support/messaging-connectors/gladly/webhooks/gladly
    • EU: https://solutions.eu.ada.support/messaging-connectors/gladly/webhooks/gladly
  3. Add a header named X-Ada-Authorization with any value.
  4. Subscribe to the following events:
    • CUSTOM_CHANNEL/MESSAGE_SENT
    • CONVERSATION/CLOSED
A custom X-Ada-Authorization header configured on a Gladly webhook The CUSTOM_CHANNEL/MESSAGE_SENT and CONVERSATION/CLOSED events subscribed on a Gladly webhook

Enable the API User role for agents

Agents must have the API User role enabled so that their messages are delivered to the webhook as events. Without it, agent replies do not reach the end user.

The API User role selected alongside the agent's existing role in Gladly

Share credentials with your Ada team

Once your Gladly instance is configured, your Ada team completes the backend setup that connects Gladly to your AI Agent.

Your Ada team will complete the backend integration setup. Share the values below securely with your Ada representative — not in a public channel or ticket thread.

Collect and share the following:

  • API user email (the integration username)
  • Org ID
  • Org URL
  • API token
  • Custom channel ID

After your Ada team confirms the backend setup is complete, continue to Configure the handoff.

Have any questions? Contact your Ada team, or email us at .