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AI Agents & Chatbots E-commerce Support Help Desk & Ticketing

Gladly's AI-powered Customer Service Platform centers on people, not tickets, leading to delightful experiences and revenue growth while cutting costs.

Pricing

Paid from ~$180/seat/mo

Founded

2014

Channels

Chat, Email, Voice, SMS, Social

Compliance

SOC 2 HIPAA GDPR PCI DSS

Integrations

Shopify Salesforce Zendesk Twilio Amazon Connect Slack

Gladly organizes support around people instead of tickets, and that one decision changes everything about how it feels. Every customer gets a single lifelong conversation thread that follows them across voice, chat, SMS, email, and social, so they never have to repeat themselves and your agents always see the full story. Sidekick, its AI agent, lives inside that thread, resolving requests using real customer context and taking genuine actions like tracking an order, starting a return, or making a change, then handing off to a human with everything already in view.

A recent standout is Sidekick on Voice, which Gladly bills as the industry's only AI voice agent powered by that lifelong, multichannel history, so a phone conversation picks up right where a chat left off. The company has kept expanding the family with Sidekick Sales for product recommendations, Sidekick Email, and versions that extend the agent onto Zendesk and Salesforce, so teams on other platforms can borrow its brain.

Gladly was founded in 2014 by Joseph Ansanelli and his co-founders, and it has leaned cheerfully into its theme, naming its pricing tiers Hero and Superhero. It is very much an enterprise product, sold largely by quote with seat minimums, and its Sidekick AI is billed per conversation or resolution on top. That positioning fits its customer base of consumer brands that treat support as a loyalty channel, including Crate and Barrel, Ulta Beauty, and Breeze Airways.

The through-line here is emotional as much as it is technical: Gladly wants every interaction to feel like talking to a company that genuinely remembers you and your history. If you sell to consumers who expect a personal, continuous relationship rather than a cold, fresh ticket every single time they reach out, Gladly and its Sidekick agent are built from top to bottom around exactly that promise.

Key features

• AI agent for voice and chat
• People-centered, not tickets
• One lifelong customer thread
• Automated self-service resolution
• Human handoff with full context

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Frequently asked questions

How much does Gladly Sidekick cost?

Gladly Sidekick is a paid product. The listed starting price is ~$180/seat/mo. Compare pricing across all listed tools →

What does Gladly Sidekick integrate with?

Gladly Sidekick integrates with Shopify, Salesforce, Zendesk, Twilio, Amazon Connect, and Slack.

What compliance standards does Gladly Sidekick meet?

Based on the vendor's own security and trust pages, Gladly Sidekick claims SOC 2, HIPAA, GDPR, and PCI DSS compliance. See how that compares across vendors →

Is Gladly Sidekick HIPAA compliant?

Yes. The vendor advertises HIPAA compliance for Gladly Sidekick on its own site. Confirm the specifics, such as whether a business associate agreement (BAA) is offered, with the vendor before you buy.

Which support channels does Gladly Sidekick cover?

Gladly Sidekick handles customer conversations over chat, email, voice, SMS, and social media.

When was Gladly Sidekick founded?

Gladly Sidekick was founded in 2014.

What are the best Gladly Sidekick alternatives?

Popular alternatives include Gorgias, Atomicwork, and Capacity. See all Gladly Sidekick alternatives →

Updated August 2026

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