Gladly is a cloud-based CX platform with an omnichannel architecture that unifies voice, chat, SMS, email, and social media into a single customer timeline — enabling persistent, cross-channel context throughout the customer lifecycle. Its AI layer uses intent recognition and customer-specific knowledge to either resolve conversations end-to-end or intelligently route to a human agent via Gladly Team or third-party CX platforms. Configuration is handled through plain-English "Guides" — no-code policy and behavior definitions — plus one-click product catalog ingestion, making it accessible to CX operations teams without engineering overhead. The platform exposes an API reference and implementation guides for custom integrations.