Gladly
The only AI built for LTV — customer experience that drives devotion, not just deflection.
Enterprise·All audiences·API available
Key strengths
Customer lifetime value (LTV) focused AI — not just cost-cutting deflectionOmnichannel support across voice, chat, SMS, email, and social from a single viewLifelong conversation history carries across all channels per customerBusiness-user friendly — Guides written in plain English, no engineers neededSeamless AI-to-human handoff with emotional intelligence and intent recognition
Enterprise pricing
San Francisco, USA
Founded 2014
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Technical Setup & Integration
API Reference
Gladly provides a documented API reference and implementation guides available from the support/developer portal (linked in the site footer). These cover authentication, conversation data retrieval, and webhook configuration.
Key Integration Patterns
- Omnichannel Routing — Connect voice, chat, SMS, email, and social channels through Gladly's unified platform; each channel feeds into a single persistent customer timeline.
- AI Guides (No-Code Configuration) — Define AI behavior, escalation logic, and brand tone using plain-English Guides. No ML engineering required — CX ops teams own the configuration.
- Product Catalog Ingestion — One-click import of your product catalog enables the AI to reference real inventory and product data in customer conversations.
- Human-in-the-Loop — Configure thresholds for AI-to-agent handoff; Gladly Team serves as the native agent workspace, or integrate with existing CX platforms.
- Conversation History API — Access lifelong customer conversation records programmatically to power analytics, personalization, or external CRM sync.
Key Parameters & Concepts
| Concept | Description |
|---|---|
| Guides | Plain-English AI behavior policies (brand voice, escalation, actions) |
| Customer Timeline | Persistent, cross-channel conversation history per customer |
| AI Resolution Rate | % of conversations handled end-to-end without a human agent |
| Gladly Team | Native agent workspace for human-assisted conversations |