Overview
The Gladly integration lets your team see customer loyalty details directly inside Gladly, so your support agents can provide faster and more personalized service.
Once set up, key loyalty data from Rivo Loyalty appears in the customer’s Gladly profile.
Install the integration here: Rivo Gladly Integration
What the Integration Shows in Gladly
Once connected, these loyalty details can be shown in Gladly:
Attribute | Example Value | What It Means |
Points Balance |
| Total available loyalty points |
Store Credit Balance |
| Total available store credit |
Loyalty Status |
| Whether the customer is currently in your loyalty program |
Referral URL | Customer’s unique referral link | |
VIP Tier Name |
| The customer’s VIP level (when VIP tiers are available and enabled) |
Date of Birth |
| Useful for birthday rewards and personalization |
Your team can use this data to identify valuable customers, resolve issues faster, and offer tailored support.
✨ Gladly is available on plans that include integrations. See pricing →
How to Set It Up
1) Prepare your Gladly account
Before connecting in Rivo, gather your Gladly details:
Partner Domain
Use your Gladly domain withouthttps://(for example:partner-rivo.us.gladly.qa).Partner Email
Use the Gladly account email tied to your integration/API access.API Token
Generate a Gladly API token and keep it ready to paste into Rivo.
Use Gladly’s guide here: Get your API Token
2) Set up custom profile attributes in Gladly
In Gladly, create profile attributes for your loyalty data so it can be displayed clearly to your support team. Recommended fields:
Points Balance
Store Credit Balance
Loyalty Status
Referral URL
Date of Birth
VIP Tier Name (optional, if you use VIP tiers)
3) Add a Topic Card in Gladly
Create or update a Topic Card in Gladly and add the loyalty profile attributes above so agents can view Rivo loyalty details in one place during conversations.
4) Connect in Rivo
Go to your Rivo admin → Integrations → Gladly
Direct link to installEnter your Partner Domain, Partner Email, and API Token
Save your settings
Turn the integration status on
How Sync Works
Rivo syncs loyalty updates to Gladly automatically in the background.
The integration uses the customer’s email address to match records.
You can also use Sync Customers in the integration settings for a manual sync.
Manual sync is limited to once per hour.
Best Practices
Make sure your customers’ email addresses in Shopify match their profiles in Gladly.
If you use VIP tiers, consider training your support team to recognize and prioritize top-tier customers.
Encourage your agents to use referral links or points balances during conversations to increase engagement and conversions.
If you need to change your Gladly domain, partner email, or API token later, remove the integration and reconnect with the new credentials.
Disabling the Integration
If you ever need to remove the integration:
Return to the Gladly integration page in Rivo.
Click Remove Integration.
Rivo will stop syncing data, and your Gladly credentials will be removed.
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