Gladly AI features and pricing (October 2026)

Gladly is a customer service platform for retail and consumer brands. It combines a shared workspace for service teams with AI agents for chat, voice, email, SMS and social messaging, and it keeps each customer's history in one lifelong conversation.

Gladly is built around a Conversation Timeline and a Customer Profile that show purchase history, preferences and earlier contacts in one view. Modules include Team Assist as agent copilot, Voice AI, a shopping assistant, smart routing, and insights and reporting. Channels are voice, chat, email, SMS, social messaging and in-app support, with more than 20 integrations such as Shopify, Zendesk and WhatsApp.

The vendor, Gladly Software, Inc., lists a California address and names Nordstrom, Ulta Beauty and Crate & Barrel among its customers. The team interface comes in English, Spanish and German.

• Resolves routine requestsThe AI agent answers questions about returns, exchanges, order status and account changes across channels and draws on the customer's history from the timeline. Service teams receive fewer repetitive contacts, and open cases pass to a person with the context attached.
• Assists agents while they replyTeam Assist drafts and refines replies, adjusts tone and length, translates messages and writes summaries and closing notes. Agents spend less time typing and documenting, and the customer's language matters less for who can answer.
• Answers phone callsVoice AI takes calls, copes with interruptions and background noise, and can process tasks such as refunds or booking updates. Customers skip the hold music, and a handoff to an agent includes the full conversation context.
• Helps shoppers find productsA shopping assistant supports product discovery and purchases inside the service conversation. Service contacts can lead to a sale without a separate tool, and the team sees both service and sales activity in one platform.

• One lifelong conversation timeline per customer across voice, chat, email, SMS and social messaging, rather than separate tickets per channel.
• Focus on retail and consumer brands; Shopify, Klaviyo and Medallia are among the 20+ listed integrations.
• The vendor states that customer data is not used for model training and that tenants do not share data.

Gladly Software, Inc. lists a California address in its terms, and the vendor names US retail brands such as Nordstrom, Ulta Beauty and Crate & Barrel as customers.

Pricing is not published, and the pricing URL redirects to the home page, so budget needs a quote from a demo request. Hosting regions and subprocessors were not stated on the pages we reviewed in October 2026; ask for them and a data processing agreement. For US teams, check TCPA consent for SMS follow-ups and automated voice calls, and state rules on disclosing AI to customers.

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