Solidroad + Gladly Integration Guide

Last updated: July 17, 2026

Automatically evaluate your Gladly conversations (voice and messaging) using Solidroad's scorecards. This guide walks you through connecting Gladly, then running quality assurance (QA) at scale.

Before you start: You'll need a Gladly admin account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Gladly integration does

The Gladly integration pulls conversations across all of Gladly's channels (voice, chat, email, and messaging) directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because Gladly unifies every channel into a single customer conversation, Solidroad can score the full interaction - and with bulk evaluations you can review hundreds or thousands of conversations at once.

Step 1: Turn on the Gladly integration

Enable Gladly from within Solidroad so it can request access to your conversation data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Gladly and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Gladly data.

What to do:

  1. When the access prompt appears, enter your Gladly connection details if requested, then continue.

  2. Sign in to Gladly and approve the integration.

  3. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the conversations and recordings you want to score. Without it, no conversations will be available in your evaluations.

How to run QA on Gladly conversations

Solidroad can score both voice and messaging conversations from Gladly.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Gladly is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which conversations are included in the evaluation.

What to do:

  1. Define your filter conditions - for example date range or channel (voice vs messaging).

  2. Optionally, use custom attributes (such as topic or tag) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when multiple agents handled a single conversation.

  2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every conversation included in the evaluation.

  • The middle panel shows the full Gladly conversation — messages or the call transcript, plus recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Gladly toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Gladly admin account and your connection details are correct.

  • No conversations appearing? Review your filters and conditions — widen the date range or adjust the channel filter so it matches your current Gladly data.

Now that Gladly is connected, you can score voice and messaging conversations in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.