Gladly | Integration with Yuma AI
Gladly is a customer service platform that replaces the traditional ticket-based model with a people-centered approach. Instead of generating a new ticket for every interaction, Gladly maintains a single, lifelong conversation per customer across voice, email, chat, SMS, social messaging, and self-service. The platform includes two core products: Gladly Hero, the agent workspace for human representatives, and Gladly Sidekick, its AI and automation layer. Gladly integrates natively with Shopify, BigCommerce, and Magento, and is used by brands like Allbirds, Bombas, Crate & Barrel, Nordstrom, REI, and Warby Parker.
Yuma & Gladly
Yuma integrates with Gladly to automate support across your ecosystem. The integration enables Yuma to read and understand incoming customer tickets, send replies autonomously on behalf of your brand, and continue multi-turn conversations until the issue is resolved or escalated to a human agent with full context.
Beyond replying, Yuma can automatically apply tags to tickets, set custom ticket fields using static or AI-determined values, and update ticket subject lines. Yuma handles tickets from email, chat, and other channels routed through Gladly. It can also trigger internal Yuma workflows at key moments - on reply, on escalation, and at other stages of the ticket lifecycle. Read the Gladly + Yuma integration announcement for more details.
Key Features
People-Centered Conversation Model
Gladly organizes all support around the customer, not around individual tickets. Every interaction a customer has - regardless of channel - feeds into a single, continuous conversation timeline. Agents see the full history in one view and never need to search across separate tickets to find context.
Natively Built-In Channels
Voice, email, chat, SMS, social messaging, and self-service are all built into Gladly from the ground up. Channels are not added through plugins or third-party connectors. Customers can switch between channels mid-conversation without losing context, and agents respond from the same interface.
People Match Routing
Gladly's People Match feature routes incoming conversations to the agent best suited to handle them based on context, customer history, skill set, and availability. This differs from standard queue-based routing, where conversations go to the next available agent regardless of fit.
Knowledge Base and Help Center
Gladly includes a built-in knowledge base that powers both agent-facing and customer-facing help content. Answers are published across channels and languages from a single source. The help center can be embedded on your website or Shopify storefront to deflect common questions before they reach your team.
Rules-Based Automation
Conversations, routing, and assignments can be managed through configurable rules. These rules trigger based on conditions like channel, topic, or customer attributes, and can automate steps like tagging, prioritization, and escalation without manual input.
Why use Gladly?
No Ticket Numbers, One Conversation Per Customer
Most helpdesks create a new ticket for every interaction, which fragments the customer's history across dozens of separate records. Gladly's model keeps everything in one place, so agents see the full picture without digging through past tickets.
Built for E-Commerce Brands
Gladly connects natively to Shopify, BigCommerce, and Magento, surfacing order data, customer details, and shipping info directly inside conversations. Agents don't need to switch to a separate tab to look up an order.
Fast Onboarding
Gladly provides pre-built templates and setup guides based on common support workflows. Teams can get operational in days rather than going through a months-long implementation process.
Agent-to-Customer Matching
People Match routing goes beyond round-robin assignment. It factors in the customer's history, the nature of the issue, and the agent's skills to make better matches, which reduces transfers and repeat contacts.
Getting Started with Gladly
To get started, visit the Gladly website to request a demo or learn about plans. For setup guides and documentation, check the Gladly Help Center.
