Connector Improvement: Gladly: Add Conversation Custom Attributes
Planned
Our business uses Gladly to capture customer care interactions. Our data team is leveraging Fivetran's Gladly connector to bring the Gladly customer care interaction data into our data warehouse for analytics. However, we have a critical data gap in what Fivetran's Gladly connector is capturing out of the Gladly platform's data and its corresponding API.
Specifically, our Customer Experience team, working with Gladly, has implemented use of Gladly's Conversation Custom Attributes and Free Form Topics, and neither of these data structures are being synced in the data to our data warehouse. The Conversation Custom Attributes data are critical because this is where our customer care agents are capturing customer order numbers associated with each interaction. Without the associated order number, we are unable to develop critical analytics to identify root causes of order-related issues.
This request is to add the Conversation's Custom Atttributes structure as a child object of the landed CONVERSATION, similar to CONVERSATION_ITEM and CONVERSATION_TOPIC, so that these associated order numbers and any Free Form Topics can be referenced with the conversation record. The Rest API link below shows the "customAttributes" key that is included in the getConversation API endpoint.
https://developer.gladly.com/rest/#operation/getConversation
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Official comment
Hi James,
Thank you very much for reaching out and sharing your detailed feature request regarding our Gladly connector. We appreciate your proactive engagement and the clarity with which you've described the critical data gap your team is experiencing.
I am pleased to inform you that your request to add the Conversation Custom Attributes structure as a child object of the landed CONVERSATION, similar to CONVERSATION_ITEM and CONVERSATION_TOPIC, has been added to our backlog. As we continue to enhance our product, we prioritize features based on demand and impact, and your input is invaluable in guiding these decisions.
We understand the importance of capturing customer order numbers and Free Form Topics for your analytics, and we are committed to exploring this enhancement. Rest assured, we will keep you updated on any progress or future developments regarding this feature.
Thank you once again for your valuable feedback and for being an integral part of our community. If you have any further questions or additional insights, please feel free to reach out.
Best regards,
Syead Mujtaba Imam Rizwi -
Hi James,
I'm pleased to inform you that this enhancement is already planned and currently under development. Our team recognizes the critical nature of this data and is committed to ensuring that the connector meets your business requirements.
Thank you once again for your valuable feedback and for being a part of our community. Should you have any further questions or suggestions, please feel free to reach out.
Best regards,
Syead Mujtaba Imam Rizwi -
It looks like the new conversation custom attributes object has already been added in my existing Gladly connection's schema. I did notice though that the work "attribute" is misspelled. Wanted to bring this to your attention before the formal release.
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Hi James,
Thank you for pointing this out. We are correcting both the table name and the field name to ensure accuracy before the general release.
Best regards,
Syead -
On the new Conversation Custom Attributes object (conversation_custom_attribute) in the updated Fivetran Gladly schema, the table seems to be lacking a timestamp field to capture when the record was created on the source. All the other tables in the schema have this. Is this planning to be added for this table as well?
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