How to connect Gladly to Binom: ready-made replies, notes and tasks, SMS and emails to the customer. Available on request.
The Gladly integration connects your AI employee with your customer care service: Binom finds the customer, answers using ready-made replies, adds an entry to the conversation history, creates a task, and sends an SMS or email. Gladly is available on request in the Binom dashboard: Integrations → More integrations → Gladly.
What Binom can do in Gladly
Here, Binom refers to your AI employee. After Gladly is connected, it calls the service's actions when a conversation needs that data. You decide which actions are available to it. In the dashboard, each action is marked: read (Binom only views data), write, or delete (Binom changes or deletes data in Gladly).
| Section | What Binom can view | What Binom can change |
|---|---|---|
| Customers | Customers, search by email and phone | Create and update |
| Conversations | Customer conversations, transcripts, call recordings | Add to history, reply, note, topics, status, and assignment |
| Answers | Answers and public answers, search | Create and update answers |
| Tasks | Tasks and comments | Create and update |
| Messages | No | Send SMS and email to the customer |
| Settings | Inboxes, teams, business hours, topics | Business hours and topics |
Can the chatbot answer using Gladly's ready-made answers?
Yes. Binom searches public answers ("Search Public Answers") and replies to the customer using the same wording.
Task and note for the team
Binom finds the customer ("Find Customers"), adds an internal note ("Add Note"), and creates a task ("Create Task") if the question requires action from an employee.
What access you will need
Connection method: API key. You need the API User permission in Gladly. Details for each method are shown in the "Authentication" block on the Gladly page in the dashboard.
How to get the Gladly integration
Gladly is connected on request: first, the Binom team sets up the integration for your account. General catalog rules are described in the instructions how to connect a service from "More integrations".
- Open Integrations → More integrations, enter "Gladly" in the "Search integrations" field, and open the Gladly card.
- On the "Gladly integration for assistant" page, you will see the message "Integration is available on request. Request it now, and we will set it up for you as a priority." The assistant here is your Binom. The "Authentication" block shows which access you will need, and the "Actions" list shows everything Binom can do in Gladly.
- Click "Request integration". The message "Request sent. You will receive a notification when the integration is available." will appear, and the button will change to "Requested".
- A Binom setup specialist will contact you. When the integration is ready, a "Connect" button will appear on the Gladly page.
- Click "Connect", go through the steps in the "Connecting Gladly" window, and click "Done". After "Connecting…", the status will change to "Connected". If the message "Confirmation has not arrived yet. The connection may still complete; check again in a minute." appears, click "Check again".
How to choose what Binom can do in Gladly
A connected integration does nothing until you allow actions. The dashboard states this directly: "Select the actions the assistant may call. Until something is selected, it has access to nothing."
- On the Gladly page, check the actions you need in the "Actions" list. The "Filter by actions" field helps you find them by name. The counter shows how many are selected.
- Check the "Ask before changing data" toggle. It is on by default: before any action that writes or deletes data, Binom will describe what it plans to do and wait for your approval.
- Click "Save". The message "Allowed actions saved" confirms your changes.
To start, "Find Customers", "Search Public Answers", "Add Note" and "Create Task" are enough. Add the actions that change or delete data when you are ready to let Binom make changes in Gladly.
How to check that the integration works
- Start a new conversation with your Binom, for example through the public chat link. Ask a question whose answer is in Gladly, and compare the wording.
Possible issues
Binom does not use Gladly data in its answers
What to check: that the Gladly status is "Connected" and that the needed actions are checked (for example "Search Public Answers").
What to do: check the actions and click "Save".
How to tell it's resolved: the message "Allowed actions saved" appears, and in a new conversation Binom answers using Gladly data.
"Could not save the request. Please try again."
What to do: click "Request integration" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom and the integration (Gladly).
How to tell it's resolved: the button shows "Requested".
"Integration is temporarily unavailable – your request has been saved."
Nothing else is needed: your request is saved, and you will receive a notification when Gladly becomes available to connect.
"Needs reconnection"
What this means: "The service no longer accepts saved access, so the assistant does not use it."
What to do: open the Gladly page under More integrations, click "Reconnect" and go through the connection window again.
How to tell it's resolved: the status shows "Connected".
"Could not start the connection. Please try again."
What to do: click "Connect" again. If the message keeps appearing, write to support@binomai.com with the name of your Binom, the integration (Gladly) and a screenshot of the message.
How to tell it's resolved: the "Gladly connection" window opens.
"Available on a paid plan" instead of the connect button
The page will show "Available on a paid plan. Tell us what you need, and we will let you know when it launches." For what each plan includes, see the plans and subscription pricing page. To learn how to change your plan, see the guide how to change or upgrade your plan. After changing your plan, return to More integrations and open Gladly again.
"You do not have permission to manage this section."
What this means: only users with the Owner or Admin access level can manage integrations.
What to do: ask the account owner to give you the Admin access level or to connect Gladly themselves. More details: access levels in the team.
How to tell it's resolved: after refreshing the page, the integration settings open.
If the problem is not resolved, write to support@binomai.com or in the chat with Tutor "I want to talk to a person". Include the name of the Binom, the integration, and attach a screenshot of the message.
How to disconnect Gladly
On the Gladly page, click "Disconnect". The "Disconnect Gladly?" window will show a warning: "The assistant will lose access to the service. To restore it, you will need to reconnect the integration and enter the access details again." Confirm, and "Integration disconnected" will appear.
Other Common Questions
Can Binom send a customer an SMS through Gladly?
Yes, with the "Send SMS" action, and an email with "Send Email".
Do I need a developer to integrate Gladly?
No. You request Gladly in the Integrations → More integrations section, the Binom team sets up the integration, and then you connect the account yourself and choose the actions.
What's next
Updated October 21, 2026
