Gladly handoff

Ada’s Gladly integration lets an AI Agent escalate a conversation to a human agent in Gladly. The connector uses Gladly’s Custom Channel API to start a conversation on a Gladly custom channel, route it to the inbox you configure, and relay messages between the end user (through Ada) and the agent (in Gladly) until the conversation is resolved.

Limitations

The Gladly handoff has the following known constraints. Review them before you configure the integration.

The handoff relies on Gladly’s Custom Channel API. Only capabilities exposed by that API are supported.
Agent presence messages are not shown to the end user until the agent sends their first message.
An end user cannot return to the AI Agent until an agent resolves the conversation in Gladly, or the end user closes the Ada conversation. Closing the Ada conversation starts a new conversation on the next handoff.
One AI Agent can be connected to one Gladly custom channel at a time. Different AI Agents can be connected to different custom channels within the same Gladly instance.
Custom attributes are passed to Gladly and set on the customer record, but they are not displayed in the Gladly dashboard. They are also added as an internal note on the conversation and can be retrieved through Gladly’s Customer API.
Gladly reopens an existing conversation for the same end user, identified by email. If several test conversations use the same email, they resolve to a single Gladly conversation, so only one end user receives the agent’s replies.

Get started

Setting up the Gladly handoff involves configuring your Gladly instance, sharing credentials with your Ada team, and adding the handoff block to your AI Agent. Complete the steps in this order:

Initial configuration — enable Custom Channels in Gladly, create the API user, generate an API token, configure inboxes and entry points, and set up the webhook.
Configure the handoff — add the Gladly handoff block to your AI Agent, map the handoff fields, and test the integration end-to-end.