Gladly logo Gladly automation · runs daily

Create follow-up tasks in Gladly

A promise like "we will confirm the refund on Friday" is easy to lose in a Conversation Timeline, and a Task for the right Inbox is the only thing that brings it back.

Cotlet does it in your own Gladly account with list_conversations, get_conversation, get_customer and create_task, called by your AI agent, an n8n workflow or a script.

Sign up free All Gladly tools

Hosted · nothing to install or maintain

Can Gladly do this on its own?

Gladly Tasks can be created by hand in the Task Composer and through the REST API (checked 20 Oct 2026). Nothing in Gladly creates a Task from the content of a Conversation, and the API has no MCP server. A Task cannot be deleted once it exists, so duplicates are the main risk.

How you do it in Gladly today

  1. Find the Profile of the Customer, click the green plus icon and select Task.
  2. In the Task Composer, type the details and invite colleagues to collaborate if needed.
  3. Choose the Agent or Inbox that owns the Task and set the due date.
  4. The owner finds the Task in My Customers, but only if the Task comes from an Inbox they are assigned to.
  5. Gladly cannot delete a Task after it is created, so a duplicate stays on the timeline.

How to create follow-up tasks in Gladly

Prompt

For every Open conversation tagged Refund Pending, create a task for the Billing inbox due on Friday: "Confirm refund went out". Skip customers who already have one.
  1. 01

    Find the Conversations

    list_conversations with status open returns the queue, and get_conversation shows the topics and the timeline of each one. The agent keeps only the Conversations that match your rule, such as the Refund Pending Topic.

  2. 02

    Check for an existing Task

    get_customer returns the profile with its open Tasks. The agent skips a customer who already has a Task with the same text, because a Task cannot be deleted later.

  3. 03

    Pick the owner

    The Task goes to the Inbox or Agent you named. Tasks only reach people who are assigned to that Inbox, so the agent warns you when it names an Inbox with no Agents.

  4. 04

    Create the Task

    create_task writes the text and the due date on the customer's timeline. It asks for your OK per call, because the owner is notified and the Task stays.

  5. 05

    Report the result

    The agent lists each customer, the owner and the due date, and the customers it skipped with the reason.

What you get back

Example data

Open conversations tagged Refund Pending: 9
Tasks created 7, owner Billing inbox, due Fri 23 Oct
Skipped 2:
- Marco Silva: Task already open
- Ola Berg: Conversation closed this morning

Other ways to ask

  • Create a task for the Returns inbox on every conversation that mentions a damaged item.
  • Show which customers would get a task, without creating anything.
  • Every Monday, create a task for me on Open conversations older than 5 days.

What Gladly allows, and what to know first

  • Gladly Tasks cannot be deleted after they are created. The first Task can be edited, and comments on it can be deleted but not edited.
  • A Task shows up in My Customers only when it comes from an Inbox the Agent is assigned to.
  • Tasks assigned to an Inbox you are not in appear as updates in your Notifications Center.
  • Gladly's Task Routing Window setting decides how soon before the due date a Task appears in the owner's list.
  • A closed Task disappears from My Customers when no other Task is open, and it can be reopened.

create_task asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Gladly Help: Create a Task · Gladly Help: Find a Task · Gladly Help: Close and Reopen a Task · Gladly developer docs: REST API

Call create_task from a script

curl

curl -X POST https://cotlet.dev/api/v1/gladly/customers/o2sg-TMTSD2rTwMuxzewbA/tasks \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Confirm refund went out","assignee_inbox_id":"vZgCEQlDR6aQz_0HeWZ9_Q","due_at":"2026-10-23T17:00:00Z"}'

Example response

{
  "task_id": "pOVVdzweSumI4bFxjlT8LA",
  "customer_id": "o2sg-TMTSD2rTwMuxzewbA",
  "owner": "Billing inbox",
  "due_at": "2026-10-23T17:00:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is gladly_write → create_task. Example data.

Schedule it in n8n, Make, Zapier or cron

Gladly tools this automation uses

Cotlet Gladly tools used to create follow-up tasks in Gladly
Tool Parameters
list_conversations status, inbox_id, cursor
get_conversation conversation_id
get_customer customer_id
create_task customer_id, body, assignee_inbox_id, assignee_agent_id, due_at
All 13 Gladly tools with descriptions

Frequently asked questions

Is it safe to connect Gladly to Cotlet?

Yes. You sign in to Gladly yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Gladly once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

Give your agent access to Gladly.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Gladly.

Sign up free