Gladly

Gladly is a customer support platform that provides agentic commerce capabilities for e-commerce and service-focused brands. Its core mechanism involves deploying natural-language conversational agents that infer user intent to automate front-line inquiries across multiple channels. The system includes pre-built dialogue templates for common tasks like appointment scheduling, troubleshooting, and answering FAQs. For integration with existing infrastructure, connecting to legacy enterprise ticketing software is supported but requires initial webhook mapping. The platform also provides dashboards for conversation analytics and sentiment tracking to measure performance. The tool is targeted at customer support teams and operations managers. In a typical workflow, users configure conversational agents to handle initial customer contact, either by using the provided templates or by building custom multi-branch dialogues, which require careful setup to prevent dead-ends. These agents then field common questions and service requests automatically. Managers can monitor support performance through the platform's analytics and sentiment tracking dashboards to refine automated responses and identify when human intervention is necessary for more complex issues.