# 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.

Published: 18 September 2026 · Updated: 18 September 2026 · Prices and figures verified: 18 September 2026 · By the ai-agents.reviews team

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](https://ai-agents.reviews/en-gb/how-we-review)

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

**Score: 6.6/10**

| Criterion | Weight | Level | What it means |
| --- | --- | --- | --- |
| Pricing transparency | 25% | 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 evidence | 25% | 4/5 | Figures from named customers in published case studies. |
| Access and time to pilot | 20% | 4/5 | Self-serve sign-up or trial, but only on the vendor's own helpdesk or platform. |
| Channel and language coverage | 15% | 3/5 | Chat and email, major languages, and the main helpdesks. |
| Control and compliance | 15% | 2/5 | Human handoff is documented; little else is. |

> **Scored on a public rubric, from sources you can open.** Every score on this site comes from five published criteria: pricing transparency, performance evidence, access, coverage, and control. Each price and percentage comes from one product database and links to its source, so every page agrees with every other page. Rubric v1.0 · We have not run hands-on tests yet, and no page here claims we did. [Read the full method](https://ai-agents.reviews/en-gb/how-we-review)

## Key facts

- **Vendor:** [Gladly](https://www.gladly.ai/)
- **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](https://ai-agents.reviews/en-gb/pricing/gladly) · [AI agent cost calculator](https://ai-agents.reviews/en-gb/tools/cost-calculator)

## Claimed vs reported performance

| Reported figure | Source | Who says so |
| --- | --- | --- |
| 37% | Breeze Airways | Named customer |
| 68% | The Black Tux | Named customer |
| 59% | KUHL (email inquiries) | Named customer |
| 60% | Ollie | Named 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](https://ai-agents.reviews/en-gb/guides/ai-customer-service-agents-and-the-law)

## 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.

## Related pages

- [Gladly AI pricing explained](https://ai-agents.reviews/en-gb/pricing/gladly)
- [Tidio Lyro vs Gladly AI](https://ai-agents.reviews/en-gb/compare/tidio-lyro-vs-gladly)

## 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

- [Gladly AI product page](https://www.gladly.ai/product/ai/) — Gladly · 18 September 2026
- [Gladly pricing](https://www.gladly.ai/pricing/) — Gladly · 18 September 2026
- [Gladly on the Shopify App Store](https://apps.shopify.com/gladly) — Shopify App Store · 18 September 2026
- [AI pricing: deflection vs outcomes](https://www.gladly.ai/blog/ai-pricing-deflection-vs-outcomes/) — Gladly · 18 September 2026
- [What is Gladly AI](https://help.gladly.com/docs/what-is-gladly-ai) — Gladly Help · 18 September 2026
- [March 2026 releases](https://help.gladly.com/docs/march-2026-releases) — Gladly Help · 18 September 2026
- [Set up the Gladly AI Gorgias integration](https://help.gladly.com/docs/set-up-the-gladly-ai-gorgias-integration) — Gladly Help · 18 September 2026
- [Why your helpdesk needs Gladly](https://www.gladly.ai/blog/why-your-helpdesk-needs-gladly/) — Gladly · 18 September 2026
- [Voice and SMS phone number costs](https://help.gladly.com/docs/voice-and-sms-phone-number-costs) — Gladly Help · 18 September 2026
- [AI security and compliance](https://help.gladly.com/docs/ai-security-and-compliance) — Gladly Help · 18 September 2026
- [Gladly customers](https://www.gladly.ai/customers/) — Gladly · 18 September 2026
- [Breeze Airways customer story](https://www.gladly.ai/customers/breeze-airways/) — Gladly · 18 September 2026
- [Gladly announces agentic commerce capabilities at Gladly Connect Live (6 May 2026)](https://www.prnewswire.com/news-releases/gladly-announces-agentic-commerce-capabilities-at-gladly-connect-live-302764492.html) — PR Newswire · 18 September 2026

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Canonical: https://ai-agents.reviews/en-gb/reviews/gladly