Is Definite a data warehouse for my Gladly data?

Yes. Definite is your complete data warehouse for Gladly data—no need to pay for Snowflake, BigQuery, or Databricks. Definite syncs your data into secure, managed infrastructure, powered by DuckDB for high-performance analytics. Definite handles encrypted, persistent storage behind the scenes with enterprise-grade security, automatic syncing, and backups. You get lightning-fast queries, built-in business intelligence tools, and SOC 2–compliant data residency options—all without the overhead or complexity of running a separate warehouse.

Can I analyze my Gladly data with other data sources?

Yes. Definite lets you connect and analyze data across all your tools — from app databases and CRMs to marketing automation, analytics, and customer support platforms. Our built-in Sync Engine supports over 500+ data sources, with options for daily, hourly, or near real-time. Definite makes analysis easy. You can select metrics and dimensions from your Gladly data alongside other sources to explore insights, build dashboards, and share results — no SQL needed (unless you want to). Or simply ask Fi, our AI analyst, to find answers, uncover patterns, and instantly create charts and reports for you.

Can Definite connect Gladly data to tools like Python, SQL, Google Sheets, or Slack?

Yes. Definite integrates seamlessly with the tools you already use. You can run Python scripts for advanced analysis, query your data directly with SQL, or sync results to Google Sheets and Slack for easy sharing. Data can be exported in CSV, Excel, or JSON, accessed via the Metrics API, or embedded directly into your product or internal dashboards. Definite makes it simple to connect, automate, and share insights wherever your team works.

How does Definite's AI actually work?

Definite includes Fi, our AI data analyst that understands your business data and speaks your language. Fi can explore your connected sources, write SQL, and build charts or dashboards in minutes — turning plain-English questions into real analysis. Under the hood, Fi uses Definite's semantic models and query engine to interpret context, generate accurate queries, and explain results clearly. The result: faster insights, fewer bottlenecks, and analytics that finally deliver ROI.

Can I use Definite for free?

Yes. Definite offers a free plan for qualifying startups that includes core analytics, dashboards, and AI insights — everything you need to get started. You can upgrade anytime for more data sources, faster syncs, and advanced automations.

Explore with AI

← All connectors/Customer Support

§ Connector

Gladly

Analyze your Gladly data with AI today.

Build dashboards, automate reports, and ask questions in plain English — all from your Gladly data, no complex infrastructure to maintain.

Start analyzing Gladly →Book a demo

Have multiple Gladly accounts? Analytics across multiple Gladly accounts →

§ Live with

§ What you get

Everything Gladly exposes, modeled and queryable.

Extracts Gladly customer service data via the Export API, including agents, customers, teams, and detailed conversation items across channels (chat, SMS, phone, voicemail, email, social). Also retrieves export job metadata and a Conversation Timestamps report. Enables analysis of support volume and timelines, agent activity, conversation content by channel, and topic/tag usage.

Standard on every Definite connector

Sync cadence

Hourly or faster

CDC

Native where supported

Auth

OAuth / API key

Row-level security

Yes

Tables & streams

6 objects

◆Conversation

A customer support case spanning one or more channels; used to track lifecycle metrics like first response, handle, and resolution times, reopen rates, and SLA compliance.

◆Interaction

The granular conversation item (message, call, voicemail, email, social DM, note, status or topic change) that captures what happened, when, on which channel, and by whom; enables channel mix, volume, and agent activity analysis.

◆Agent

Support team members handling conversations; used to analyze productivity, workload, occupancy, and performance by person or role.

◆Customer

Profiles of people receiving support; supports segmentation, cohort analysis, and understanding issues and outcomes by customer attributes.

◆Topic

The taxonomy of tags applied to conversations to classify intent and issue type; enables topic volume, trend, and root-cause analysis.

◆Team

Organizational grouping of agents; used for staffing, queue coverage, and performance comparisons across groups.

Authentication

Uses your Gladly username and password via HTTP Basic authentication over HTTPS

Requirements

Requires a Gladly account to connect.

Analyze with Fi

Operational data, performance metrics, and business insights.

§ How it works

Three steps. One afternoon.

Connect

Authenticate Gladly in a few clicks. OAuth, API key, or IAM role — we handle secrets and rotation.

definite connect gladly

Sync

We pull every stream into your warehouse. CDC where the API supports it; full + incremental otherwise. Hourly-or-faster, row-level secure.

→ gladly.raw (synced hourly)

Query

SQL, dashboards, or ask Fi in plain English. Your Gladly data lives next to every other source — ready to join.

SELECT * FROM gladly.*

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Any API becomes a Definite connector in minutes.

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§ Related connectors

More customer support sources.

Your answer engine
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