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The GLS integration connects your GLS app, using “Track And Trace V1”, to Chatarmin CX. Agents see where a GLS parcel is without leaving the ticket, and AI Agents can answer “Where is my package?” with current tracking data. It covers Austrian and German GLS shipments.
GLS shows up in the customer panel on a ticket. It does not create tickets or send notifications. The integration only reads tracking data and never changes a shipment.

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When to use it

Use GLS when you ship with GLS and your team often handles:
  • “Where is my parcel?” and “When will it arrive?”
  • “The tracking says delivered, but I didn’t get it”
  • Parcels that were not delivered, or are waiting at a ParcelShop

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Set it up

You need the API Key and API Secret of a GLS app that has access to the Track And Trace V1 API. You can create the app in the GLS developer portal.
1

Open integrations

Open integrations from your workspace settings and choose GLS.If GLS is not listed, contact your Chatarmin CX account team to enable it for your workspace.
2

Connect your GLS app

Click Connect, enter the API Key and API Secret, and save. Chatarmin CX checks them with GLS before saving. If GLS rejects them, you see the reason from GLS and nothing is saved.
GLS has to approve your app for Track And Trace V1 before lookups work. If your key and secret are correct but GLS has not finished the approval, the connection saves, but lookups fail until GLS completes it. Ask GLS support to finish the approval.

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Use GLS in the inbox

When GLS is connected, a GLS card appears in the customer panel on every ticket, even when the contact has no email address. Expand it to see:
  • The tracking number. If the customer has a shop order with a tracking number, cx fills in the number from their newest order. You can replace it.
  • The current status and when it last changed.
  • The history of the parcel, newest first, with time and place.
To look up another parcel, type its tracking number and click Check status or press Enter. A Parcel Number, a Track ID, and a Notification Card ID all work.
cx fills in the tracking number from the newest order without checking which carrier it belongs to. If the number is from another carrier, the card shows that GLS does not know it.

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What you see

Statuses are shown in your app language. History descriptions come from GLS in English. If GLS ever adds a new status, the card shows GLS’s own wording instead of a blank.

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Use GLS in AI Agents

Add the Track shipment action to an AI Agent and select the GLS connection it may use. The agent looks up one tracking number at a time and answers with the current status and history. Track shipment only reads data, so it never needs human approval.
In the agent instructions, tell the agent to use the tracking number from the customer’s order and to say so when GLS does not know the number, instead of guessing.

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Data and access

For each lookup, Chatarmin CX sends GLS only the tracking number. It stores your API Key and API Secret encrypted and uses them only for tracking lookups. Nothing is written to GLS.

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Change or disconnect GLS

To change a connection, click it in integrations. Leave API Secret blank to keep the current one. To disconnect, open the connection’s Connected menu, choose Disconnect, and confirm Delete. The GLS card disappears from tickets, and AI Agent Track shipment actions that use this connection stop working. Your parcels and your GLS account are not changed.

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Troubleshooting

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The connection won’t save

  • Check that the API Key and API Secret are copied in full, without spaces.
  • Make sure they belong to the GLS app you created for Track And Trace V1.

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Every lookup fails

  • If GLS has not finished approving your app for Track And Trace V1, ask GLS support to complete it.
  • If the credentials were rotated in GLS, update them on the connection.

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The card says GLS has no parcel for a number

  • Check the number for typos. GLS accepts a Parcel Number, a Track ID, or a Notification Card ID.
  • The number may belong to another carrier, or to a shipment outside Austria and Germany.
If none of this helps, contact Chatarmin CX support. Include the ticket link and the time of the lookup, but not your API Secret.