> ## Documentation Index
> Fetch the complete documentation index at: https://polyai-mintlify-7055a538.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Gladly

> Connect your PolyAI agent to Gladly for real-time knowledge access.

Connect PolyAI to your **Gladly Knowledge Base** so your agent uses the same content as your human agents. Updates in Gladly automatically sync to PolyAI conversations.

<Note>This integration is available from **Integrations** in Agent Studio under **Knowledge**.</Note>

## What you'll need

To connect, gather three values from your Gladly instance:

| Credential           | What it is                                                                     |
| -------------------- | ------------------------------------------------------------------------------ |
| **Organization URL** | Your Gladly tenant URL, e.g. `https://acme.gladly.com`                         |
| **API username**     | A Gladly username with API access — a dedicated service account is recommended |
| **API token**        | An API token generated on that user (this replaces the login password)         |

## Prerequisites

* Access to the **Gladly Admin Console**
* Permission to manage users and API access
* Familiarity with the [Gladly permissions guide](https://developer.gladly.com/rest/#section/Getting-Started/Permissions)

## Set up credentials

<Steps>
  <Step title="Find your organization URL">
    Log in to your Gladly instance and copy the base URL from the address bar:

    ```text theme={"theme":{"light":"github-light","dark":"github-dark"}}
    https://<your-organization>.gladly.com
    ```

    For example, `https://acme.gladly.com` — the organization name is `acme`.
  </Step>

  <Step title="Create a dedicated API user (recommended)">
    A dedicated user makes access auditable and rotatable.

    1. In the **Gladly Admin Console**, go to **Settings → Users**.
    2. Click **Add User**.
    3. Use a descriptive name like `polyai-integration`.
    4. Save the user.

    <Tip>
      Prefer creating a service user over reusing a human's account — you can rotate the token without disrupting a real employee's login.
    </Tip>
  </Step>

  <Step title="Assign API permissions">
    Open the user profile and assign a role with the API permissions your integration needs. See the [Gladly permissions guide](https://developer.gladly.com/rest/#section/Getting-Started/Permissions) for the full matrix.

    <Note>Grant only the permissions your integration actually needs.</Note>
  </Step>

  <Step title="Generate an API token">
    Gladly uses **Basic Authentication** with:

    * **Username** — the Gladly username
    * **Password** — an API token (not the user's login password)

    In the user profile, open the **API Token** or **API Access** section, generate a new token, and copy it.

    <Warning>
      The API token is shown **only once**. Store it securely — it cannot be retrieved later.
    </Warning>
  </Step>

  <Step title="Provide the credentials to PolyAI">
    Share the organization URL, API username, and API token with your PolyAI representative through a secure channel. PolyAI stores these as encrypted secrets and configures the integration in your project.
  </Step>
</Steps>

## Support

If you hit issues generating credentials or assigning permissions, contact **PolyAI Support** or your PolyAI account manager.

## Related pages

<CardGroup cols={2}>
  <Card title="Integrations overview" href="/integrations/introduction" icon="plug">
    Browse all available integrations.
  </Card>

  <Card title="Managed services" href="/integrations/managed-services" icon="handshake">
    Other managed integrations requiring account manager setup.
  </Card>
</CardGroup>