A hands-on account of migrating an e-commerce client's customer support to Gladly, covering three main integration areas: embedding the live chat widget (Glad App) in a Next.js app undergoing Pages-to-App Router migration, connecting customer and order data via the Lookup Adapter middleware, and setting up the self-service Help Center. Key technical insight: inline scripts injected via dangerouslySetInnerHTML or next/script in the App Router don't execute — the fix is imperative DOM script creation inside useEffect. The Lookup Adapter section covers N+1 avoidance with eager loading, memoization, fast-path single-record queries, and in-memory grouping to meet Gladly's tight response timeout. Dashboard-driven configuration minimizes ongoing engineering involvement post-launch.
