> ## Documentation Index
> Fetch the complete documentation index at: https://docs.exec.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Gladly integration for phone call scoring

> Connect Gladly to import your team's recorded customer phone calls, with recordings and transcripts, into Exec for AI scoring and coaching.

Connect Gladly to Exec so your team's recorded customer phone calls flow in automatically. Each call is imported with its recording and transcript, then categorized and scored like calls from any other recorder. See [Call Scoring Overview](https://docs.exec.com/calls/overview.md) for what happens after a call arrives.

> [!NOTE]
>
> The Gladly integration is in **Beta**.

## Prerequisites

* A Gladly user with the **API User** permission and the **Agent** role.
* **Call Summaries and Transcriptions** turned on in Gladly. Exec skips calls without a transcript.
* Workspace admin access in Exec.

## Connect Gladly

**1. Create an API token in Gladly**

Sign in to Gladly as the API user. Open **Settings → API Tokens** and create a token. Copy it.

**2. Open Integrations in Exec**

Go to **Settings → Integrations** and scroll to the **Call Recorders** section.

**3. Enter your credentials**

Click the **+** button on the **Gladly** card and fill in:

* **Gladly address** - your Gladly host, for example `yourcompany.gladly.com`.
* **API user email** - the email of the Gladly user who created the token.
* **API token** - the token you created.

Then click **Connect**.

Exec checks the credentials, adds a webhook to your Gladly org, and imports calls from the last 24 hours.

## How syncing works

* **After each call** - the Gladly webhook tells Exec when a call ends. Exec imports it a few minutes later. If Gladly hasn't finished the transcript yet, Exec retries.
* **Every 15 minutes** - Exec also checks Gladly for calls from the last 24 hours that the webhook missed.

Calls are never imported twice.

## Import older calls

Gladly keeps call exports for 14 days, so you can import calls from up to 14 days back.

**1. Open the Gladly card**

In **Settings → Integrations**, open the connected **Gladly** card and click **Import older calls**.

**2. Pick a start date**

Choose a date in **Import calls since**, then click **Import**. Calls appear in **Calls** over the next few minutes.

## What gets imported

* **Recording** - the call's MP3 audio.
* **Transcript** - Gladly's transcript, with each line labeled by the agent's or customer's name. Exec works out who is who from whether the call was inbound or outbound. Any other speakers keep a numbered **Speaker** label.
* **Participants** - the Gladly agent is added as an internal participant, so the call can be scored. The customer is added as an external participant.

## Warnings on the Gladly card

The Gladly card shows a warning when something needs attention:

* **Calls skipped because Gladly had no transcript** - turn on **Call Summaries and Transcriptions** in Gladly.
* **Exec could not add its webhook in Gladly** - new calls still import from the 15-minute check, but can take up to 30 minutes to appear.

## Disconnect Gladly

Disconnect Gladly from **Settings → Integrations**. Exec removes its webhook from your Gladly org. You can keep the imported calls or permanently delete them.

## Getting help

Questions about the Gladly integration? Contact us at [hello@exec.com](mailto:hello@exec.com).


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