Gladly review
★ 3.6/5AI customer experience platform
Gladly is an enterprise customer-experience platform built around a lifelong customer record rather than tickets, blending a people-centered helpdesk (voice, chat, SMS, email, social in one timeline) with "Gladly" (formerly Sidekick) AI that both fully resolves conversations and assists human agents. It positions on driving customer lifetime value and revenue, not pure deflection, and is aimed at mid-market and enterprise B2C/retail brands.
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Best for enterprise CX. Gladly starts Custom (contact sales), reportedly ~$180/seat/mo on a per-seat (per-hero) annual plan + usage-based AI (per resolution/assist) + telephony/SMS usage model. Gladly doesn't publish prices. At the reported ~$180/seat/mo Hero rate with the 10-seat minimum, a small team is ~$1,800/mo ($21,600/yr) before AI. Add ~5,000 AI-assisted conversations at the third-party-reported ~$0.60 each (~$3,000/mo) plus metered voice/SMS, and a realistic all-in cost is roughly $4,800+/mo (~$58k+/yr) for 10 heroes.
Spec
The gotcha
Two catches: there's a 10-seat minimum on the entry "Hero" plan (so the real floor is ~$1,800/mo, not the per-seat sticker), and AI is billed per conversation/resolution-and-assist on top of seats, with telephony and SMS metered separately, so the quoted seat price is far below true spend.
Decode the real cost →Best for
- You're a mid-market or enterprise consumer brand that wants one customer timeline across every channel, plus AI that resolves and assists, and you can commit to annual contracts with a 10+ seat minimum.
source: gladly.ai/pricing →
Gladly pricing tiers
Prices move. Cells flagged verify link to the live vendor page.
| tier | monthly | annual | included | unit |
|---|---|---|---|---|
| Hero (Team) | ~$180/seatverify | n/a | Core CX platform, unified timeline across email/chat/SMS/social/voice; reported 10-seat minimum (~$21,600/yr floor); annual billing | per seat/month, billed annually |
| Superhero | ~$210/seatverify | n/a | Adds advanced routing, workforce management, premium support and more advanced AI; reported higher seat minimum | per seat/month, billed annually |
| Gladly AI (Sidekick) | ~$0.60verify | n/a | Per AI-handled conversation (resolutions + assists outcome model); rate is a third-party estimate, not vendor-published | per conversation |
| Voice / SMS usage | ~$0.019–$0.062verify | n/a | Metered telephony (per min) and SMS/MMS (per message) on top of seats and AI | per minute / per message |
// pools and per-unit rates are volatile · cells flagged verify link to the live vendor page
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Questions
How much does Gladly cost?
Gladly starts Custom (contact sales), reportedly from ~$180/seat/mo. Gladly doesn't publish prices. At the reported ~$180/seat/mo Hero rate with the 10-seat minimum, a small team is ~$1,800/mo ($21,600/yr) before AI. Add ~5,000 AI-assisted conversations at the third-party-reported ~$0.60 each (~$3,000/mo) plus metered voice/SMS, and a realistic all-in cost is roughly $4,800+/mo (~$58k+/yr) for 10 heroes.
Can you self-host Gladly?
No, Gladly is cloud-only.
Does Gladly support MCP?
Gladly supports MCP as None, so it works with assistants like Claude and ChatGPT.
What's the catch with Gladly's pricing?
Two catches: there's a 10-seat minimum on the entry "Hero" plan (so the real floor is ~$1,800/mo, not the per-seat sticker), and AI is billed per conversation/resolution-and-assist on top of seats, with telephony and SMS metered separately, so the quoted seat price is far below true spend.