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Overview

This node operation allows receiving a custom message sent to a specified Custom Channel within the Gladly platform. It is designed to handle inbound communications from custom channels configured in Gladly, enabling workflows to process messages such as text or files sent by users or systems through these channels.

Common scenarios include:

  • Automating responses or processing of incoming customer messages from a custom communication channel.
  • Integrating Gladly custom channel messages into other systems for logging, analytics, or triggering further actions.
  • Handling grouped messages when message grouping is enabled on the custom channel.

For example, a support team could use this node to automatically receive and route customer inquiries submitted via a custom chat widget integrated with Gladly.

Properties

Name Meaning
Custom Channel Id The unique identifier of the Custom Channel in Gladly. This ID is found by opening the overflow menu of a Custom Channel Entry Point and selecting "View Integration Data".
Sender JSON object representing the sender's profile information. This typically includes identifiers that specify who sent the message.
To Unique identifier of the recipient channel (Entry Point Address) in Gladly where the message is directed.
Type The type of message being received. Options are: TEXT for plain text messages, or FILES for file attachments.
Group Id (Optional) Identifier for a message group if the Custom Channel supports message grouping. Allows associating the message with a specific group.
Group Name (Optional) A display name for the message group, used together with Group Id to provide context to agents or downstream processes.
Content The actual content of the message, typically plain text.

Output

The node outputs a JSON object representing the received message with all the provided properties:

  • customChannelId: The ID of the custom channel.
  • sender: The sender's profile information as a JSON object.
  • to: The recipient channel identifier.
  • type: Message type (TEXT or FILES).
  • groupId and groupName: Optional grouping metadata.
  • content: The message content.

If the message type is FILES, the content may represent file metadata or references rather than plain text.

No binary data output is indicated by the source code or property definitions.

Dependencies

  • Requires an API key credential for authenticating with the Gladly API.
  • The node depends on the Gladly platform's API endpoint for custom channel messaging.
  • Proper configuration of the Custom Channel in Gladly, including enabling message groups if using groupId and groupName.
  • The user must have access to retrieve the Custom Channel ID and Entry Point Address from Gladly.

Troubleshooting

  • Invalid Custom Channel Id: If the provided Custom Channel Id is incorrect or not found, the node will fail to receive messages. Verify the ID by checking the integration data in Gladly.
  • Incorrect Recipient Address (To): Messages may not be routed correctly if the recipient channel address does not match the Entry Point Address configured in Gladly.
  • Missing or Malformed Sender JSON: The sender property must be valid JSON; otherwise, the node may throw parsing errors.
  • Unsupported Message Type: Only TEXT and FILES types are supported. Using other types may cause errors.
  • Message Grouping Not Enabled: Using groupId and groupName without enabling message groups on the Custom Channel can lead to ignored or rejected fields.
  • Authentication Errors: Ensure the API key credential is valid and has sufficient permissions to interact with the Gladly API.

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