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Gladly

by Gladly Software

Customer service platform with Sidekick AI agents for chat and voice

Product with AI agentsSupervised

Last reviewed 2026-06-18

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Gladly is a customer service platform built around a people-centric model (a single lifelong customer conversation rather than tickets) that has added AI agent features branded Sidekick. Sidekick resolves digital conversations and, since 2025, phone calls end to end from a connected knowledge base, takes real actions such as refunds and order changes, and hands off to human agents with full context when needed. Gladly targets mid-market and enterprise consumer brands, with a strong retail and ecommerce skew reflected in its native two-way Shopify integration. Supported chat and voice resolutions run autonomously within guardrails; the handoff to human agents and configuration are human-supervised. Sidekick is a feature layer on the broader Gladly platform, not a standalone agent.

What it can do

  • Resolve digital conversations end to end (Sidekick Chat)

    Autonomous

    Answers questions from the knowledge base across chat and messaging, completes actions like refunds and cancellations, and escalates when out of scope.

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  • Handle phone calls (Sidekick on Voice)

    Autonomous

    Handles supported call types end to end, taking action such as refunds and booking updates, with handoff to a human when needed.

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  • Take actions in external systems (App Platform)

    Supervised

    Calls App Actions to complete tasks in connected systems (e.g., Shopify orders, refunds); the action set and rules are configured by the human team.

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  • Hand off to humans with full context

    Assistant

    Summarizes the conversation and passes it to a human agent with continuous context across channels.

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Strengths

  • +Genuinely omnichannel: one AI persona across chat, email, SMS, social, and voice with continuous context
  • +Takes real actions via native two-way Shopify integration, not just deflection
  • +No-code authoring for the Sidekick agent

Limitations

  • −Opaque, reportedly premium pricing with seat minimums and a contact-sales path
  • −Model stack is not publicly disclosed
  • −Heavily oriented to B2C retail; voice AI is newer (2025) and less proven

Overview

Gladly is a customer service platform built on a people-centric model: a single lifelong customer conversation rather than discrete tickets. It has layered AI agent features, branded Sidekick, on top of that platform.

What it does

Sidekick resolves digital conversations end to end from a connected knowledge base and, since its 2025 voice launch, handles supported phone calls, taking real actions such as refunds and order changes. When a request is out of scope, it hands off to a human agent with full context. Supported chat and voice resolution runs autonomously within guardrails; configuration and handoff are human-supervised.

Integrations & setup

Native two-way Shopify integration (orders, refunds, cancellations) plus retail and ecommerce tools like Klaviyo, Attentive, and Yotpo, and it coexists with Salesforce and Zendesk. Actions run through Gladly's App Platform (REST API, webhooks, SDKs), with App Actions functioning as tool calls. The underlying model stack is not publicly disclosed.

Pricing

Enterprise, contact-sales, with no public prices. Third-party estimates place it in the low hundreds of dollars per agent per month with seat minimums (reported, not official).

Best for / not for

Best for mid-market and enterprise consumer brands, especially retail and ecommerce, that want an omnichannel AI agent that takes real actions. Less suited to B2B or very small teams needing self-serve, low-cost tooling.

Alternatives

Gorgias targets ecommerce support; Kustomer is a close CRM-style omnichannel peer; Intercom Fin competes on autonomous resolution.

What people are saying

We aggregate real LinkedIn discussion into sentiment for the agents people search most. Gladly isn't tracked yet, want it added? Request tracking.

FAQ

Is Gladly's Sidekick autonomous?+

For supported chat and voice conversations it resolves requests end to end within guardrails, including actions like refunds, and escalates the rest. Configuration and human handoff are supervised, so Gladly operates as a supervised agent with autonomous resolution for supported request types.

What is Sidekick?+

Sidekick is Gladly's AI agent layer, partly built on its Thankful acquisition. It resolves digital and voice conversations from the knowledge base and takes actions in connected systems like Shopify.

Sources

Last reviewed 2026-06-18

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Gorgias
Ecommerce helpdesk with an AI Agent that resolves and sells
Intercom Fin
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Kustomer
CRM-based customer service platform with the Concierge AI agent
Ada
Enterprise AI agent that autonomously resolves customer support