# Gladly **Canonical:** https://apis.io/providers/gladly/ **Website:** https://www.gladly.ai/ **APIs profiled:** 28 Gladly is a San Francisco–based people-centered customer service AI platform. The Gladly Hero agent workspace unifies voice, chat, SMS, email, and social into a single, channel-agnostic conversation per Customer, while Gladly Sidekick AI handles routine resolutions, drafts replies, and hands off to humans with full context. Brands integrate via the REST API, the Chat SDK (Web/iOS/Android), the Help Center widget, the embedded App Platform, webhooks, and a brand-hosted Lookup API. Customers include JetBlue, Allbirds, Crate & Barrel, Warby Parker, Ulta, Nordstrom, TUMI, UGG, Tory Burch, and Breeze Airways. ## Kin Score — 57.1 / 100 (strong) Scored 2026-08-20 under rubric 0.12.0. Trend: flat (+0.0 from 57.1). | Facet | Score | |---|---| | Discoverability | 59.3 | | Contract Quality | 69.3 | | Governance | 25.0 | | Contract Governance | 25.0 | | Operational Transparency | 26.3 | | Developer Ergonomics | 61.9 | | Commercial Clarity | 71.1 | | Access Clarity | 71.1 | Regulatory layer — **Telecommunications**: 34.7 (matched via tags). ## Agent readiness — 47.0 (agent-ready) | Dimension | Value | |---|---| | Spec Presence | yes | | Agentic Access | derived | | Reversibility Documented | no | | MCP Server | no | | Auth Clarity | yes | | Idempotency | no | | Error Semantics | verified | | OpenAPI Examples | verified | | Rate Limit Signal | documented | | Event Surface Described | yes | | Agent Skills | no | | Well Known Catalog | no | | Consent Identity | no | | Agent Card | no | | Dry Run Mode | no | ## Access Freemium · Self-serve signup — onboarding: self-serve, pricing: freemium, trial: no (confidence: high). ## APIs (28) - **Gladly Lookup API** — Brand-hosted "Lookup" endpoint that Gladly calls outbound to enrich a conversation with first-party customer data. Lets brands keep system-of-record customer data in their own s... - **Gladly Chat SDK** — JavaScript chat widget loaded from the Gladly CDN. Exposes `Gladly.init`, `show`, `close`, `setUser`, `startConversation`, `navigate`, `applyCampaign`, `getAvailability`, plus a... - **Gladly Sidekick iOS SDK** — Swift SDK (v1.2.5, iOS 11+) for embedding the Gladly Sidekick chat experience in iOS apps. Ships `Gladly`, `GladlySettings`, `GladlyUser`, `UIConfiguration`, `UIHeaderConfigurat... - **Gladly Sidekick Android SDK** — Kotlin SDK (Android Q / API 29+) for embedding the Gladly Sidekick chat experience in Android apps. Provides `Gladly.initialize`, `setUser`, `showChat`, `handleMessageReceived`,... - **Gladly Help Center** — Embeddable Help Center widget that builds an FAQ/help page on a brand's website powered by Public Answers from Gladly's Answers knowledge base. Exposes a `.gladlyHC` CSS class h... - **Gladly App Platform** — Framework for building embedded "Apps" inside the Gladly Hero agent workspace. Apps surface third-party data (orders, loyalty, returns, CDP profiles) alongside the customer time... - **Gladly Webhooks** — Event-driven push channel that delivers Gladly platform events (conversation created/updated/closed, message created, task created/updated/closed, customer created/updated, agen... - **Gladly Agents API** — An **Agent** represents the user profile of a person who helps customers in Gladly. The API allows you to lookup Agents who participated in conversations with customers. - **Gladly Answer Management API** — The **Answer Management API** allows you to create, update, and delete Answers in Gladly. To create an Answer with content, two calls would be needed. One call to create an Answ... - **Gladly Audiences API** — An **Audience** represents a brand (or segment) specially for a multi-brand company. They are used to categorize Answers, Help Centers and Chats for the specific brands. The API... - **Gladly Business Hours API** — **Business Hours** define the operating schedule for your organization. They determine when your organization is available to handle customer communications and can be used to c... - **Gladly Communications API** — Communications API enables you to programmatically send messages to your customers. These messages are non-routable and non-searchable. ### Agent View ![Agent View](assets/agent... - **Gladly Conversations API** — ## Conversation A **Conversation** in Gladly contains the timeline of activity for a customer including communications to and from your organization along with other internal an... - **Gladly Customers API** — A **Customer** in Gladly represents information about a customer of your organization including their profile, contact information, notes, and transactions. Customers API allows... - **Gladly Events API** — An **Event** is something that has happened in Gladly. The Events API allows you to extract event details from the past 24 hours. - **Gladly Export API** — Export API is a simple, comprehensive, file-based data export. You can export the lifetime of your customers' conversations in Gladly to a central data repository such as your d... - **Gladly Freeform Topics API** — Freeform Topics allow you to associate granular data like Order Number to a Conversation. This data can be accessed for analysis via APIs, Webhooks, and AWS EventBridge. They ar... - **Gladly Inboxes API** — An **Inbox** receives customer communications in Gladly. The communications route to the inbox according to channel and destination endpoint configuration. For example, all call... - **Gladly Organization API** — An **Organization** contains metadata about your company that Gladly is configured with. - **Gladly Payloads API** — The Payloads API from Gladly — 1 operation(s) for payloads. - **Gladly Proactive Conversations API** — A proactive conversation consists of a **campaign** and **recipients**. This APIs intended use-case would be to provide status updates to a customer and not for marketing purposes. - **Gladly Public Answer API** — A **Public Answer** in Gladly represents a consumer-facing Answer. The Public Answers API allows you to search and retrieve Public Answers (created directly in the Gladly UI), w... - **Gladly Reports API** — A **Report** in Gladly contains metrics that you need to run the contact center. Reports API allows you to access Gladly's reports programatically. - **Gladly Tasks API** — A task is a way to create and do internal follow-up work for a customer within Gladly. Tasks have a due date, an assignee, a description of what is needed for a customer, and ca... - **Gladly Teams API** — A **Team** represents a group of Agents. They may handle particular **Inboxes** or types of work within Gladly. - **Gladly Topics API** — A **Topic** is a way of labeling a conversation in Gladly for specific business purposes. For example, an agent may apply the topic "Return" to a conversation where a customer r... - **Gladly User Identity API** — The User Identity API from Gladly — 1 operation(s) for user identity. - **Gladly Webhooks API** — A **Webhook** is a way to send notifications about Gladly events as a POST request to the endpoint of your choice. ## Agentic access (1) - **Gladly Agentic Access** — 81 operations · 40 acting ## Security (2) - **Gladly Authentication** — http · 1 scheme - **Gladly Domain Security** — TLSv1.3 · HSTS · DMARC ## Plans (1) - **Gladly Plans Pricing** ## Use cases (7) - **Retail and DTC Customer Service** — Tie order data from Shopify or BigCommerce to every conversation so agents can refund, replace, or cancel orders without leaving Hero. - **Travel and Hospitality Care** — Manage high-touch, multi-leg voice + messaging cases for airlines, cruise lines, and resorts (JetBlue, Breeze). - **AI Deflection of Routine Cases** — Have Sidekick AI fully resolve order-status, return, password-reset, and FAQ traffic with seamless human handoff. - **Loyalty-Aware Service** — Pull loyalty tier and lifetime value from Smile.io, Zinrelo, or LoyaltyLion to prioritize and personalize support. - **Subscription Lifecycle Support** — Coordinate billing, pause/skip, and renewal questions with Recharge, Recurly, Ordergroove, or Skio in-conversation. - **CDP-Driven Personalization** — Sync customer segments from Segment, HighTouch, or Fivetran into Gladly to tailor every interaction. - **Proactive Outreach** — Trigger outbound conversations from order events, delivery delays, or abandoned carts via Proactive Conversations and Communications APIs. ## Tags Customer Service, CX, Contact Center, AI Customer Service, Conversations, Sidekick AI, Hero, Voice, Chat, SMS, Email, Help Center, Webhook, Knowledge Base --- Profiled by [API Evangelist](https://apievangelist.com) and published on [APIs.io](https://apis.io/providers/gladly/). Scores are computed from the provider's own public artifacts under a published rubric.