Gladly logo Gladly automation · runs daily

Triage new Gladly conversations

Overnight emails land in the New tab of an Inbox, and a team manager opens each one just to pick a Topic and decide which Inbox should answer it.

Cotlet does it in your own Gladly account with list_conversations, get_conversation, list_topics, list_assignees, apply_topics and assign_conversation, 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 routes by Channel, Entry Point and Inbox, and its AI can classify Conversations (checked 20 Oct 2026). The REST API can set topics and assignee on a Conversation, but it has no list of New Conversations per Inbox and no MCP server. Nothing in Gladly applies your own Topic rules to a New queue from an AI agent in your own session.

How you do it in Gladly today

  1. Administrators and Team Managers click the New status tab on the home page to see the Conversations no Agent has picked up yet.
  2. Open the Conversation and read the first message in the Conversation Timeline.
  3. Click Topics at the bottom of the screen and pick the Topic that matches the reason for contact, searching by name when the list is long.
  4. In the Customer Profile, click the Agent or Inbox name under Assigned To, type the target Inbox and click Assign.
  5. Repeat for every New Conversation, because routing rules cannot read what the customer wrote in the message.

How to triage new Gladly conversations

Prompt

Go through the New conversations in the Email Inbox. Apply the topic that fits each one and assign order questions to the Orders inbox. Leave anything unclear for me.
  1. 01

    Read the New queue

    The agent calls list_conversations with status new for one Inbox. Only Administrators and Team Managers see the status tabs, so any other role stops the run before anything is tagged.

  2. 02

    Load the allowed Topics and Inboxes

    list_topics returns the Topics with their parents, and list_assignees the Inboxes and Agents. The agent only uses names from these two lists, so it never invents a Topic.

  3. 03

    Read each Conversation

    get_conversation returns the timeline. The agent reads the customer's own words and quotes the sentence it based the Topic on, so you can check each choice.

  4. 04

    Tag and route the clear ones

    apply_topics adds the most specific nested Topic, for example Exchange > Size, so reports roll it up to Exchange. assign_conversation moves only the Conversations that match your routing rule. Assignment asks for your OK per call.

  5. 05

    Leave the rest alone

    A message that fits two Topics, or a Conversation another person assigned in the meantime, stays untouched and appears in the report with a one-line reason.

What you get back

Example data

New in Email Inbox: 17
Tagged 14, assigned to Orders 6
Example: Marco Silva, "Where is my parcel?" -> Order Status, Orders inbox
Left for you 3:
- Dana Reyes: refund and wrong size in one message
- Ola Berg: only an attachment, no text

Other ways to ask

  • Every morning at 7, tag the New conversations in the Chat Inbox and list how many per Topic.
  • Only read New conversations and suggest a Topic for each, but change nothing.
  • Assign conversations that mention a damaged item to the Returns inbox and tag them Damaged Merchandise.
  • Count the New conversations per Topic this week and tell me which Topic grew the most.

What Gladly allows, and what to know first

  • Gladly lists Conversations that no Agent has been assigned as New, and routes them when an Agent becomes available.
  • Gladly Topics can be nested with a > separator, and a Conversation tagged with the child Topic rolls up to the parent in reporting.
  • Gladly recommends applying a Topic to every Conversation even where it is not required, so reports show what customers contact you about.
  • Reassigning a Conversation replaces the previous Agent or Inbox, and the change appears in the Conversation Timeline.
  • Only Administrators and Team Managers see the status tabs of an Inbox.

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

Sources: Gladly Help: Conversation Status (New, Open, Waiting, Closed) · Gladly Help: Apply Topics to a Conversation · Gladly Help: Assign Conversation to a Different Inbox or Agent · Gladly developer docs: REST API

Call apply_topics from a script

curl

curl -X POST https://cotlet.dev/api/v1/gladly/conversations/HXRqKC5GSV-jAlq0-sxYTA/topics/apply \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"add":["Z_Oto7j-Sy2DlQdnZBDdDw"]}'

Example response

{
  "conversation_id": "HXRqKC5GSV-jAlq0-sxYTA",
  "topics": [
    "Order Status"
  ]
}

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

Schedule it in n8n, Make, Zapier or cron

Gladly tools this automation uses

Cotlet Gladly tools used to triage new Gladly conversations
Tool Parameters
list_conversations status, inbox_id, cursor
get_conversation conversation_id
list_topics none
list_assignees none
apply_topics conversation_id, add, remove
assign_conversation conversation_id, inbox_id, agent_id
All 13 Gladly tools with descriptions

Frequently asked questions

Can the agent create a new Topic?

No. Topics are set up by your administrators in Gladly, and the agent only uses Topics that list_topics returns. A missing Topic goes in the report for you to add.

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