Before a callback
Sarah Chen, team lead at Acme Ltd, asked what had happened with a customer before calling back. Memtro found the customer by email and read the last conversation's timeline: the internal notes in full and when each message arrived.
Gladly + Memtro
What happened in this customer's last Gladly conversation?
Gladly connects Memtro to customer service. It finds customers by email, phone or external id and reads conversations with status, inbox, assignee and topics. A timeline gives internal notes in full, but customer messages as type and time only. It also reads tasks, agents, inboxes, teams and topics. When asked and granted, it can add notes, assign, close or reopen conversations, manage topics and tasks, reply to a customer, send an email or SMS, manage customer profiles and redact a message. With events on, Gladly tells Memtro when a conversation opens or closes, and a job can start on it.
In Memtro
What you can do with Gladly in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Gladly tool, reads what it needs, and answers with the source cited.
What it does
- 01Finds customers by email, phone or external id, and lists their conversations with status, inbox, assignee and topics.
- 02Reads a conversation's timeline: internal notes and tasks in full, customer messages as type and time only.
- 03Reads tasks with their comments, and the agents, inboxes, teams, topics and help-centre answers that ids point to.
- 04When asked and granted, adds internal notes, assigns, closes or reopens conversations, manages topics, and creates or updates tasks the assignee sees.
- 05When asked and granted, replies to a customer or sends an email or SMS, which the customer receives, and creates, updates or deletes profiles or redacts a message.
- 06With events on, a new conversation, a closed conversation or a customer message arriving in Gladly can start a job.
Acts when asked
When you ask it to
These tools change something in Gladly. The model is told to use them only when you ask for exactly that, and an administrator grants each one by name to the teams that may use it; a personal connection acts only after its owner allows it.
- 01Add an internal note to a conversation
- 02Assign, close or reopen a conversation
- 03Add topics to a conversation
- 04Remove a topic from a conversation
- 05Create a task for a customer
- 06Update, close or reassign a task
- 07Reply to a customer's message (the customer receives it)
- 08Send an email to a customer
- 09Send an SMS to a customer (charged per segment)
- 10Create a customer profile
- 11Update a customer profile
- 12Delete a customer and all their conversations (permanent)
- 13Redact the content of a message (permanent)
Events
When it happens
Turn events on in the connection's Events tab on the Connections page, then add the address it shows as a webhook in Gladly, choosing the same kinds; the tab shows Gladly's own steps. Each event can start a job, with the event as its input. Gladly sends a secret with every delivery, and one without it is refused.
Events and webhooks- 01A conversation was created
- 02A conversation was closed
- 03A conversation was reopened
- 04A note was added to a conversation
- 05A topic was added to a conversation
- 06A topic was removed from a conversation
- 07A custom attribute was added to a conversation
- 08A conversation was reassigned
- 09A conversation's status changed
- 10A contact (call, chat, email…) started
- 11A contact ended
- 12A customer message arrived
- 13A message was sent to a customer
- 14A contact was transferred
- 15A task was created
- 16A task was closed
- 17A task was reopened
- 18A comment was added to a task
- 19A task was reassigned
- 20A task's due date changed
- 21A task's text changed
- 22A customer profile was created
- 23A customer profile was updated
- 24A customer profile was deleted
- 25Two customers were merged
In practice
Ask it like you would a colleague
Once Gladly is connected, these are the kinds of things people ask. Plain questions, no syntax. If the answer lives partly in another system you have connected, Memtro looks there too.
Gladly + MemtroWhat happened in the last conversation with priya@acme.example?
Which open tasks does this customer have, and who owns them?
Which agents are on the returns team?
Which help-centre answers were updated recently?
Add an internal note to her open conversation saying the refund is approved.
Closed conversation follow-up
At Northwind, a job starts when Gladly reports a conversation was closed. It reads the timeline and, as granted, creates a follow-up task for the customer in Tom Reilly's inbox. Tom sees the task in Gladly, and the customer is not notified.
Teams
Where it fits
The teams that lean on Gladly most, a question each of them asks, and what they connect beside it.
- SupportAnswer tickets with the whole company behind youAgent, Team lead, Escalation owner, Head of support“Which VIP conversations have been waiting more than a day?”Used alongside Help Scout, HubSpot, Postgres, Xero, Stripe and 8 more.
- ProductHear what customers actually ask forProduct manager, Researcher, Designer, Head of product“Which customers asked for SSO this quarter, and what is their combined ARR?”Used alongside Help Scout, HubSpot, Linear, Jira, Slack and 6 more.
- SalesWalk into every call briefedAccount executive, Account manager, Sales leader, Sales operations“Brief me on BigCo before the 3pm renewal call”Used alongside HubSpot, Help Scout, Xero, Gmail, Google Calendar and 6 more.
Better together
Works with
A record in Gladly is rarely the whole story. Connect the systems that hold the rest and Memtro checks them together, then remembers what it learned so the next question starts further along.
- CRM and salesGladly with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesGladly with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesGladly with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceGladly with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceGladly with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceGladly with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsGladly with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsGladly with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsGladly with SentryAsk what is breaking in production and get the stack trace, not a dashboard.
Also in Support
Using something else for the same job, or both? Each connector has its own tools; connect as many as you like.
- Help Scout
- Zendesk
- Intercom
Freshdesk- Front
- Zoho Desk
Gorgias- Jira Service Management
- Chatwoot
Crisp- Zammad
Groove
Plain
Freshchat
Freshservice
Kustomer- LiveChat
Dixa
HelpCrunch- Pylon
Custify
Atera- Survicate
Trengo
ConnectWise PSA- Deskpro
Enchant- Featurebase
Frill
HaloPSA
HappyFox
Jitbit Helpdesk
Nicereply
Re:amaze
SolarWinds Service Desk
Stonly
Syncro
Tidio- HelpDesk
Teamwork Desk- UserVoice
Setup
How to connect
Connect withGladly organization, API user's email and API token
- 1
In Gladly, open Settings, Users and tick API User on the agent's profile. Signed in as that agent, open More settings, API Tokens and create a token. A dedicated API agent is safer.
- 2
In Memtro, open Connections → Gladly and enter the Gladly organization, such as acme, the API user's email and the API token.
- 3
An administrator grants the actions by name, such as sending SMS, to the teams that may use them. Events are turned on from the connection's Events tab, and the address is then added in Gladly's webhook settings.
- 4
Ask what happened in a customer's last conversation.
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The Gladly tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Gladly?+
Only when you ask, and only what it has been granted: add an internal note to a conversation; assign, close or reopen a conversation; add topics to a conversation; remove a topic from a conversation; create a task for a customer; update, close or reassign a task; reply to a customer's message (the customer receives it); send an email to a customer; send an SMS to a customer (charged per segment); create a customer profile; update a customer profile; delete a customer and all their conversations (permanent); redact the content of a message (permanent). Every other tool reads, searches or lists. The Connections page labels the tools that act, an administrator grants each one by name to the teams that may use it, and a personal connection acts only after its owner allows it.
Who can use a Gladly connection?+
A personal connection serves only your own requests. A shared connection serves the organisation: everyone, or only the teams an admin chooses. Admins can always add shared connections; other members need the permission.
Does Memtro store my Gladly data?+
Credentials are encrypted at rest. Tool results are cached briefly so agent loops do not repeat identical calls, and the facts the model extracts are saved to your organisation's memory with provenance (system, record and link) so they can be checked and superseded.
How do I connect Gladly?+
Gladly organization, API user's email and API token. In Gladly, open Settings, Users and tick API User on the agent's profile. Signed in as that agent, open More settings, API Tokens and create a token. A dedicated API agent is safer.
Can Gladly start a job?+
Yes. Turn events on in the connection's Events tab on the Connections page, then add the address it shows as a webhook in Gladly, choosing the same kinds; the tab shows Gladly's own steps. A job set to start "When an event arrives" then runs once for each matching event, with the event as its input. The run treats the event as outside data, never as instructions, and anything the run remembers is kept as unverified.
Connect Gladly in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.