review

Gladly AI review

What Gladly AI costs, what its resolution-rate claims rest on, where it fits and where it does not. Scored on a published rubric, with every figure sourced.

By the ai-agents.reviews teamPublished 18 September 2026Updated 18 September 2026Prices and figures verified 18 September 2026

Gladly AI, formerly Gladly Sidekick, is aimed at retail and consumer brands. It runs inside Gladly's own helpdesk or on top of Gorgias, Zendesk and Salesforce. The only public prices are on the Shopify App Store; everything else is by quote.

Bottom line

  • Best for: Shopify merchants and consumer brands
  • Not for: Buyers who need documented languages, hosting regions and certifications
  • Price from: US$1.50 per resolution
  • The catch: An AI Resolution is not technically defined anywhere we could find, and AI Assists are billed as well.

Score breakdown

6.6

Gladly AI scores 6.6 out of 10 on rubric v1.0. The rubric rates what can be verified from public information, not hands-on performance.

Pricing transparencyWeight 25% · Level 3/5

Some prices are public, but a material part of the bill, such as a platform fee, usage rate or minimum, is quote-only or undefined.

Performance evidenceWeight 25% · Level 4/5

Figures from named customers in published case studies.

Access and time to pilotWeight 20% · Level 4/5

Self-serve sign-up or trial, but only on the vendor's own helpdesk or platform.

Channel and language coverageWeight 15% · Level 3/5

Chat and email, major languages, and the main helpdesks.

Control and complianceWeight 15% · Level 2/5

Human handoff is documented; little else is.

Key facts

Vendor
Gladly
Pricing model
Mixed
Price from
US$1.50 per resolution
Works on your existing helpdesk
Yes
Self-serve sign-up
Yes
Free trial
Yes
Channels
Chat, Email, Voice, SMS, Social messaging
Languages
Not documented · German: Not documented · Spanish: Not documented
EU data residency
Not documented
Compliance
PCI DSS, GDPR
Integrations
Gorgias, Zendesk, Salesforce, Shopify, Klaviyo, Attentive, Yotpo, Postscript
Named customers
Crate & Barrel, Breeze Airways, Ulta Beauty, KUHL, The Black Tux, Ollie, Tory Burch, Nordstrom

Strengths

  • Self-serve for Shopify merchants, with a free plan of 100 AI interactions to try it.
  • Chat, email, voice, SMS, Instagram and Messenger.
  • Named customers publish resolution rates, including a modest one.

Weaknesses

  • Enterprise pricing is quote-only.
  • No language list for the agent, no hosting regions, and no SOC 2 report that we could verify.
  • On Gorgias, each handoff auto-reply creates a billable Gorgias ticket.

Pricing

On Shopify, Gladly charges US$1.50 per AI Resolution, US$0.25 per AI Assist and US$120 a month per team member, with a starter spending cap of US$250 a month that you can adjust. Voice AI adds US$0.06 per minute on top of telephony. Seat minimums quoted around the web come from competitors' blogs; we found none on a Gladly page.

Gladly AI pricing explained · AI agent cost calculator

Claimed vs reported performance

Reported figureSourceWho says so
37%Breeze AirwaysNamed customer
68%The Black TuxNamed customer
59%KUHL (email inquiries)Named customer
60%OllieNamed customer

Gladly publishes no average. Its named customers report 37% resolved at Breeze Airways (with 71% assisted), 59% of email at KUHL, 60% at Ollie and 68% at The Black Tux after 7 weeks. Publishing a 37% result alongside the higher ones makes the set more believable than most.

For buyers in the United Kingdom The UK has no AI Act. An AI support agent is governed by the law you already know: UK GDPR and the Data Protection Act 2018, PECR for anything a chat widget stores on a device, and, for regulated financial firms, the FCA's Consumer Duty. Rules on automated decisions changed on 5 February 2026. AI customer service agents and the law in the United Kingdom

Verdict

For a Shopify brand, Gladly AI is easy to try and priced in the open. Outside Shopify it becomes an enterprise sale with little public documentation, which is why it scores low on control: not because the controls are known to be weak, but because we could not verify them.

Frequently asked questions

Is Gladly Sidekick the same as Gladly AI?

Yes. Gladly AI is the current name; Sidekick is the earlier name and still appears in some help articles.

Does Gladly AI work with Gorgias?

Yes, since March 2026, for chat and email. Each handoff auto-reply creates a billable ticket on the Gorgias side.

Sources

  1. Gladly AI product page — Gladly · 18 September 2026
  2. Gladly pricing — Gladly · 18 September 2026
  3. Gladly on the Shopify App Store — Shopify App Store · 18 September 2026
  4. AI pricing: deflection vs outcomes — Gladly · 18 September 2026
  5. What is Gladly AI — Gladly Help · 18 September 2026
  6. March 2026 releases — Gladly Help · 18 September 2026
  7. Set up the Gladly AI Gorgias integration — Gladly Help · 18 September 2026
  8. Why your helpdesk needs Gladly — Gladly · 18 September 2026
  9. Voice and SMS phone number costs — Gladly Help · 18 September 2026
  10. AI security and compliance — Gladly Help · 18 September 2026
  11. Gladly customers — Gladly · 18 September 2026
  12. Breeze Airways customer story — Gladly · 18 September 2026
  13. Gladly announces agentic commerce capabilities at Gladly Connect Live (6 May 2026) — PR Newswire · 18 September 2026

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: How we review