Read
Read the queues, cases, incidents, and knowledge records in scope.
Overview
Use Gladly as a governed source or destination in a Context runbook. Configure the exact records and actions each agent can access.
- · Vendor-supported OAuth or scoped service credentials
- · Read and write access configured separately
- · Tool calls and outcomes recorded per run
Connector contract
Control what agents can do in Gladly.
Exact authentication methods and available scopes depend on your Gladly plan and deployment. Context keeps the connector configuration explicit.
Act
Draft responses, route work, or update status according to the runbook.
Verify
Keep classifications, actions, and handoffs on the case trace.
Set up the connection
- 01
Authenticate
Connect Gladly with an admin-approved OAuth flow or scoped credential supported by the vendor.
- 02
Choose scope
Select the accounts, workspaces, projects, or resources available to the runbook.
- 03
Map policy
Set read and write permissions, reviewer gates, and the identity used for each action.
- 04
Test a run
Verify one read, one permitted action, and the resulting audit record before rollout.
Build with Gladly
Gladly can be added to any Context runbook. Start from a prebuilt agent, then choose the resources and actions it needs. Browse all agents →
More in Support & ITSM
Connect Gladly to Context.
Request demo