---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/segment/connections/sources/catalog/cloud-apps/gladly#article
headline: Gladly Source
description: Connect Gladly as a Segment source to track when customers open or close conversations with agents and send those events to your Segment destinations.
url: https://www.twilio.com/docs/segment/connections/sources/catalog/cloud-apps/gladly
inLanguage: en
dateModified: 2026-06-10T17:20:06.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# Gladly Source

## Source Info

* The Gladly Source is an **Event Cloud** source. This means that it sends data as events, which are behaviors or occurrences tied to a user and a point in time. Data from these sources can be loaded into your Segment warehouses, and **also** sent to Segment streaming destinations. [Learn more about cloud sources.](/docs/segment/connections/sources#cloud-app-sources)
* This integration is **partner owned** . Please reach out to the partner's support for any issues.

[Gladly](https://www.gladly.ai/) is a customer service platform that brings channels like voice and SMS into a single interface, letting agents communicate with customers across all channels.

The Gladly Source is an [Event Cloud Source](/docs/segment/connections/sources#event-cloud-sources) that tracks when your customers open or close a conversation with an agent. You can export this data into your Segment warehouse and send it to your other enabled Segment Destinations.

This source is maintained by Gladly. For any issues with the source, [contact the Gladly Support team](mailto:support@gladly.com).

## Getting started

1. From your workspace's [Sources catalog page](https://app.segment.com/goto-my-workspace/sources/catalog), click **Add Source**.
2. Search for "Gladly" in the Sources Catalog, select Gladly, and click **Add Source**.
3. On the next screen, give the Source a nickname and configure any other settings.
4. Click **Add Source** to save your settings.
5. Copy the Write key from the Segment UI.
6. Log into Gladly.
7. Navigate to **Settings > App Developer Tools > Apps**.
8. Click **Add App** and select **Segment**.
9. Name your app, paste your write key into the **Segment Private Key** field, and save your app.

## Events

The table below lists events that Gladly sends to Segment. These events appear as tables in your warehouse, and as regular events in other Destinations. Gladly includes the `userId` if available.

| Event               | Description                                              |
| ------------------- | -------------------------------------------------------- |
| Conversation Opened | A conversation was opened and assigned to an agent       |
| Conversation Closed | A conversation was closed and required no further action |

## Event properties

The table below lists the properties included in the events listed above.

| Property Name  | Description                                                         |
| -------------- | ------------------------------------------------------------------- |
| event          | Conversation Status                                                 |
| userId         | Customer's Gladly ID                                                |
| customerName   | Customer's Name                                                     |
| email          | Customer's Email Address                                            |
| phone          | Customer's Phone Number                                             |
| conversationId | Conversation's ID                                                   |
| status         | Conversation's Status                                               |
| topics         | List of Topic IDs for a Conversation (only for Conversation Closed) |
| agentId        | Assigned Agent's ID                                                 |
| agentName      | Assigned Agent's Name                                               |
| timestamp      | Conversation Opened/Conversation Closed time                        |

## Add destinations

Now that your Source is set up, you can connect it to Destinations.

Log into your downstream tools and check to see that your events appear as expected, and that they contain all of the properties you expect. If your events and properties don't appear, check the [Event Delivery](/docs/segment/connections/event-delivery/) tool, and refer to the Destination docs for each tool for troubleshooting.

If there are any issues with how the events are arriving to Segment, [contact the Gladly support team](mailto:support@gladly.com).