The Gladly Insider’s Guide
Everything we know about Gladly in one document: what it costs, its grades, getting a refund, getting help and what else to look at. Read it here, or keep a copy.
Gladly
The Insider’s Guide
Customer service and commerce AI built for retail brands
Every plan, grade, refund rule and rival among help desk and live chat tools, read from Gladly’s own pages.
Made by Gladly Software, Inc. · checked Nov 12, 2026 · toolgpa.com
Contents
- 01WelcomeWhat it is, who it suits, its grades and the ten things to know first
- 02What it costsEvery plan, the free plan, ways to pay less and how prices have moved
- 03What it doesIts main features, where it runs, what it works with and who makes it
- 04Where it standsIts grades against its category, and whether to keep it or make your own
- 05The alternativesThe tools it is most often weighed against, side by side
- 06Quick answersThe questions people ask about it, each answered in a line or two
- 07About ToolGPAWho made this guide, what else is on the site, and how to cite it
ToolGPA put this guide together from Gladly’s own pages, its app-store listings and our grades. Every fact in it is on Gladly’s page too, where it is kept up to date. Checked Nov 12, 2026.
Part 01 · Overview
Welcome
What it is, who it suits, its grades and the ten things to know first
2.0
GPA, above 26 of the 92 other help desk and live chat tools we grade
Gladly is a customer service platform aimed at retail and ecommerce brands. It keeps one lifelong record per customer across chat, email, SMS, voice and social, and adds an AI agent for service and for selling inside the conversation. Pricing is not published and is arranged through a demo.
To get you started, here are 7 things to know about Gladly, taken from its own pages and our grades.
There are no prices on the site, and every visit leads to a demo request.
- 1
Best for one customer record across chat, SMS and phone
Gladly keeps one record per customer across chat, SMS, phone and email, aimed at retail and ecommerce brands.
- 2
It runs on Web
Web.
- 3
One record per customer
Every chat, email, text, call and social message lands on one lifelong customer profile with order history and preferences, so agents and AI start with the context.
- 4
AI for service
Gladly AI answers on chat, email, SMS and voice and works multi-step requests through, handing off to a person with the full conversation when needed.
- 5
AI for commerce
The commerce agent recommends products from a shopper's past orders and can take payment in the conversation through a secure card form.
- 6
A 2.0 GPA, above 26 of 92
That is against the other help desk and live chat tools we grade, on value, the free plan, features, ease of use and platforms.
- 7
Keep it
To replace Gladly you would be making one mailbox that several people work at once. That is not a weekend's work, with an AI app builder or without one.
Gladly at a glance
- Pricing
- Paid
- Free plan
- No
- Free trial
- None stated
- Runs on
- Web
- Made by
- Gladly Software, Inc.
- Category
- Help Desks & Live Chat
- Our grade
- 2.0 GPA, fair
The report card
Best for one customer record across chat, SMS and phone
Gladly keeps one record per customer across chat, SMS, phone and email, aimed at retail and ecommerce brands. There are no prices on the site, and every visit leads to a demo request.
| Subject | Grade | Comment |
|---|---|---|
| Value for money | C | No price is published, and the pricing address redirects to the home page. |
| Free plan and trial | F | No free plan and no trial is listed; it routes you to a demo. |
| Features | B | One customer record, AI for service and commerce, phone, routing and operations. Nothing in the listing is missing. |
| Ease of use | C | No store rating on record. Rolled out with a demo and your commerce stack. |
| Platforms and integrations | B | Web, with Shopify, Zendesk, Salesforce, WhatsApp, Messenger and Instagram. iOS and Android are only SDKs. |
An A is worth 4 points, a B 3, a C 2, a D 1 and an F nothing. The GPA is the average of the five.
Who Gladly is for
- Fits if you run a retail or ecommerce brand with heavy chat, SMS and phone volume
- Works for teams that want service and sales handled by the same AI
Who it is not for
- Skip it if you want a price, as none is published
- Not for you if you want a free plan or trial, because neither is listed
- Watch out: the pages are written for retail, so other industries get less detail
- Watch out: its resolution-rate figures come from customer examples, with no published method
Good to know
Good for
- Retail and ecommerce brands with high chat, SMS and phone volume
- Teams that want service and sales handled by the same AI
- Companies that want one customer history across every channel
Worth knowing
- No prices are published; the site routes every visit to a demo request, and a /pricing address redirects to the home page.
- The pages are written for retail and ecommerce brands and mention Shopify integration, so other industries get less detail.
- The pages list no standalone desktop or phone apps for agents; iOS and Android are SDKs for adding chat to your own app.
- The vendor states its figures, such as resolution rates, from customer examples and does not publish a method.
Part 02 · Pricing
What it costs
Every plan, the free plan, ways to pay less and how prices have moved
Gladly's current pricing could not be confirmed from its own site.
No price is published, and the pricing address redirects to the home page.
We could not confirm Gladly’s current prices from its own site, so this guide lists no plans. gladly.ai has them.
Part 03 · Features
What it does
Its main features, where it runs, what it works with and who makes it
1
Place it runs: Web
Customer service and commerce AI built for retail brands. Here is what it does, as its own site describes it, and what it covers: shared inbox, workflow automation, help desk, live chat, AI support agent, sMS marketing, whatsApp messaging.
One customer record, AI for service and commerce, phone, routing and operations.
- One record per customer
- Every chat, email, text, call and social message lands on one lifelong customer profile with order history and preferences, so agents and AI start with the context.
- AI for service
- Gladly AI answers on chat, email, SMS and voice and works multi-step requests through, handing off to a person with the full conversation when needed.
- AI for commerce
- The commerce agent recommends products from a shopper's past orders and can take payment in the conversation through a secure card form.
- Phone and omnichannel
- A built-in phone system with IVR sits beside chat, SMS, email, WhatsApp, Messenger and Instagram, with iOS and Android SDKs for in-app chat.
- Routing and operations
- People Match routing, tasks, quality assurance, workforce management, CSAT surveys and FAQ management are part of the workspace.
- Works beside other help desks
- The vendor says Gladly AI can run alongside an existing Zendesk or Salesforce help desk.
Where it runs
- Web
What it works with
- Shopify
- Zendesk
- Salesforce
- Calabrio
- Playvox
- Facebook Messenger
Gladly is made by Gladly Software, Inc.
Part 04 · Standing
Where it stands
Its grades against its category, and whether to keep it or make your own
26/92
Other help desk and live chat tools it is graded above
Gladly's GPA of 2.0 is higher than 26 of the 92 other help desk and live chat tools we grade, and level with 12.
It stands best on features (B, above 64 of 92) and worst on free plan and trial (F, above 0).
Each grade against the category
Every bar is all 93 help desk and live chat tools we grade, cut by the letter each got. Gladly’s own letter is outlined.
- CValue for moneyAbove 23 of 92
- FFree plan and trialAbove 0 of 92
- BFeaturesAbove 64 of 92
- CEase of useAbove 5 of 92
- BPlatforms and integrationsAbove 12 of 92
Keep it, or make your own?
Whether this is something you could build for yourself with an AI app builder, and what you would give up.
Keep it
To replace Gladly you would be making one mailbox that several people work at once. That is not a weekend's work, with an AI app builder or without one.
That makes this kind of software worth paying for, not this one in particular: 54 of the 92 other help desk and live chat tools grade higher.
What you could make
- Help desk: an app builder makes this well.
What you could not
- One mailbox that several people work at once.
- An AI model answering your customers from your own help articles.
- The WhatsApp Business API, which Meta opens only through approved partners.
- Texts to thousands of numbers, registered with the carriers.
- Connections to other products, each kept working as those products change.
- A chat box on your site that reaches you the moment a customer types.
- The depth: we grade its features B, which means it covers the whole job.
What this rests on. Gladly’s listing: what it does, where it runs, what it plugs into and what it costs. It is a judgement about the kind of software this is. We have not built a replacement for it, and making your own means looking after it too. How we decide, and every tool’s verdict.
Part 05 · Alternatives
The alternatives
The tools it is most often weighed against, side by side
Kustomer, Zendesk, Gorgias, Intercom and Freshdesk
The 5 tools Gladly is most often weighed against, with where each one differs from it.
- 2.0GPA
Kustomer
Paid
CRM-style customer service platform with AI agents, sold via sales.
- Gladly also covers live chat, sMS marketing and whatsApp messaging.
- Kustomer also covers reports and help center.
- 2.4GPA
Zendesk
Free trial · from $19/mo
Ticketing, messaging, help center and AI agents for support teams.
- Only Zendesk lists iOS and Android apps.
- Gladly also covers shared inbox, workflow automation, sMS marketing and whatsApp messaging.
- Zendesk also covers reports and help center.
- 2.8GPA
Gorgias
Free trial · from $10/mo
Ecommerce help desk priced by tickets, with a paid-per-use AI agent.
- Only Gorgias lists iOS and Android apps.
- Gladly also covers shared inbox, workflow automation, sMS marketing and whatsApp messaging.
- Gorgias also covers reports and help center.
- 2.4GPA
Intercom
Free trial · from $29/mo
Helpdesk with live chat and the Fin AI agent priced per outcome.
- Only Intercom lists iOS and Android apps.
- Gladly also covers workflow automation, sMS marketing and whatsApp messaging.
- Intercom also covers reports and help center.
- 2.4GPA
Freshdesk
Free trial · from $19/mo
Email ticketing help desk with a knowledge base and AI agents.
- Only Freshdesk lists iOS and Android apps.
- Gladly also covers workflow automation, live chat, sMS marketing and whatsApp messaging.
- Freshdesk also covers reports and help center.
Part 06 · Questions
Quick answers
The questions people ask about it, each answered in a line or two
10
Questions, each answered in a line or two
The short version of everything above, for when you only need the answer. Each one is told in full in its part of the guide.
Is Gladly free?
No. Gladly is a paid product.
What platforms does Gladly work on?
Gladly is available on Web.
Does Gladly have an Android app?
No Android app was listed when its pages were read on Nov 12, 2026. Gladly is listed for Web.
Does Gladly have an iPhone app?
No iPhone app was listed when its pages were read on Nov 12, 2026. Gladly is listed for Web.
Is Gladly open source?
Gladly is not described as open source on its own site, as read on Nov 12, 2026.
What does Gladly integrate with?
Gladly's listing names Shopify, Zendesk, Salesforce, Calabrio, Playvox, WhatsApp, Facebook Messenger and Instagram.
Who makes Gladly?
Gladly is made by Gladly Software, Inc.
What are the alternatives to Gladly?
The closest alternatives to Gladly in our directory are Kustomer, Zendesk, Gorgias, Intercom and Freshdesk.
How does Gladly compare with other help desk and live chat tools?
Gladly's GPA of 2.0 is higher than 26 of the 92 other help desk and live chat tools we grade, and level with 12.
Could I make my own version of Gladly?
To replace Gladly you would be making one mailbox that several people work at once.
Where this guide comes from
The prices, plans, platforms and features were read from Gladly’s own pages on Nov 12, 2026, and the grades were given on Nov 12, 2026. Graded from this listing, whose facts were read from Gladly's own pages on 12 November 2026. Not based on using the product, and shorter than our full reviews.
Every tool we list gets five grades, A to F, each with its reason, and a GPA that averages them. How each is decided is at toolgpa.com/grades. This guide is ToolGPA’s own work; it is not made, paid for or approved by Gladly Software, Inc. Prices change, so check gladly.ai before you buy.
Part 07 · About
About ToolGPA
Who made this guide, what else is on the site, and how to cite it
7,721
Tools graded, in 95 categories
ToolGPA grades software the way a school report grades a pupil: five subjects, a letter for each with the reason written beside it, and a GPA that averages them. Prices, plans and platforms are read from each maker’s own pages and dated, so you always know how fresh a figure is.
Every grade, review and ranking on ToolGPA is our own judgement. No company can pay for a grade or change one. Every tool on the site has a guide like this one, free to download and pass on. It all lives at toolgpa.com.
7,721
tools graded
95
categories
739
price changes on record
579
apps priced in 12 countries
What else is on toolgpa.com
- Gladly, kept up to dateEverything in this guide, with prices and grades as they are todaytoolgpa.com/tools/gladly
- How grades are givenThe rules behind every letter and every GPAtoolgpa.com/grades
- Value chartsWhat each tool costs against what it scores, for every categorytoolgpa.com/charts
- CompareAny two tools side by side, plan by plantoolgpa.com/compare
- Price changesEvery price rise and cut on record, each with its sourcetoolgpa.com/price-changes
- Prices by countryWhat apps cost on the App Store in 12 countriestoolgpa.com/prices-by-country
- Pay lessEvery public discount: yearly billing, students, nonprofitstoolgpa.com/save
- Keep or makeWhich tools are worth paying for, and which you could build yourselftoolgpa.com/keep-or-make
Scan for the live page
Prices and grades as they are today
Quoting this guide?
Please name ToolGPA and link to the live page, so readers can check the figures for themselves:
ToolGPA, "Gladly: The Insider's Guide", checked Nov 12, 2026. https://toolgpa.com/tools/gladly
Know someone choosing between help desk and live chat tools?
Send them this guide: toolgpa.com/tools/gladly/guide
ToolGPA elsewhere: youtube.com/@toolgpa
See our other guides
The best-graded help desk and live chat tools after Gladly, each with an Insider's Guide of its own.
- Help Desks & Live Chat Insider's GuideEvery one of the 93 help desk and live chat tools we grade, compared
- Zoho Desk Insider's GuideLow-cost ticketing help desk with a free plan for three users3.4 GPA
- Tidio Insider's GuideLive chat, ticketing and the Lyro AI agent priced by conversations3.2 GPA
- ProProfs Live Chat Insider's GuideLive chat with an AI agent, free for a single operator3.0 GPA
Choosing software? Every tool graded, every price dated.
Compare tools at toolgpa.com ›Everything in this guide is ToolGPA’s own summary of what Gladly’s pages, its app-store listings and public reviews said on the dates shown. Grades are our judgement under the rules at toolgpa.com/grades. Every grade, review and ranking on ToolGPA is our own judgement. No company can pay for a grade or change one. Gladly is a trademark of its owner, and this guide is not made, paid for or approved by Gladly Software, Inc. Prices and plans change: check gladly.ai before you buy.