One lifelong thread

Every conversation, across all channels, is tied to single communication thread so agents don't have to switch between platforms based on the channel their customer reaches out from.

See all customer activity

Get a pulse on customer activity before they reach out, like what they were searching for before deciding to chat or their overall sentiment from their last review.

Keep work in context

Solve customer issues as a team within the customer's conversation to make sure everyone has the context they need to get work done quickly.

Key Features

With the conversation timeline a customer’s entire history and activity is in one view, which means more context, less repetition, quicker responses, and a radically personal touch to service.

Hero AI

AI-powered agent responses, writing assistance, and summaries reduce rote tasks for your Support Heroes and enable them to focus on higher-priority issues.

Conversation History

Customer communications, across all channels, are stored in one lifelong conversation thread in one centralized view.

Customer Activity

Get a pulse on customer activity before they reach out, like what they were searching for before deciding to chat or their overall sentiment from their last review.

Reviews and Feedback

Integrate your CSAT system to pull customer feedback and sentiment directly into the timeline right after a conversation.

Topic Dispositions

Assign topics to conversations to always have a quick reference point to refer back to when a customer says “I remember I called this time last year.”

Notes

Highlight the small details from a conversation with notes that are only visible to your internal teams to provide more context.

Conversation Pinning

Associate a customers friends and family to the conversation to make group bookings and gifts on behalf of others easy to reference.

Summaries

Reduce after-call work with AI-generated summaries that catch up teammates and managers.

See What Our Customers Have To Say

"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made our workflows so much easier."

Rebecca Boxall
VP Marketing, Channels & Customer Experience at Native Shoes

See the Conversation Timeline in Action

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All in a single, lifelong conversation

Eliminate the constraints of omnichannel communication. Gladly looks, feels, and works as one continuous conversation stream with every channel built-in, improving productivity, reducing tech stack costs, and increasing customer satisfaction.

Operational Efficiency

Want to increase efficiency? Gladly’s platform is built to maximize workload capacity, boost agent productivity and optimize the most cost-efficient channels. Learn more.

Customer service AI

Gladly’s customer service AI speeds up resolutions, reduces handle times, and transforms automated support into personal experiences, boosting efficiency.