Gladly AI on Email

Gladly brings AI to one of the most time-consuming communication mediums to support: Email. With Gladly, you can deliver fast, personalized resolutions without overwhelming your support team with long email threads and time-consuming context. Gladly AI transforms email into a responsive channel while preserving the quality, empathy, and nuance that Customers expect. Gladly intelligently interprets long emails, even if they have multiple topics, takes action when possible, and hands off to an Agent with full context if a human touch is needed.

Benefits of Gladly AI on Email

Handles Complex Emails with Ease

Support teams deal with long email threads, forwarded chains, and multi-part questions. Gladly is built specifically for this reality, cutting through the clutter to deliver clear, accurate, and empathetic responses. This helps Agents spend less time deciphering Conversations and more time resolving them.

Personalize Every Reply

Customers expect to feel recognized, not like a ticket number. Gladly draws from the full Customer history — past Conversations, preferences, and purchase details — to craft responses that sound like your brand, reflect your policies, and avoid repetitive questioning. Every reply feels personal and consistent.

Resolves More with Automation

Gladly goes beyond answering common questions. It can fetch data, complete simple actions, and fully resolve issues whenever possible. By handling repetitive tasks and resolving a larger share of inquiries upfront, it reduces escalations, lowers handle times, and frees Agents to focus on complex cases where their expertise matters most.

Seamless Handoffs to Agents

When an issue requires a human touch, Gladly hands off the entire Conversation with full context intact. Agents don’t have to re-read long email chains or ask Customers to repeat themselves. This saves valuable time, improves resolution speed, and ensures customers experience a smooth transition from AI to human support.

Easy to Manage and Continuously Improve

Unlike traditional tools that require engineering support, Gladly is owned by the CX team. Managers can train, configure, and refine its behavior using plain language, keeping responses on-brand and compliant. Plus, built-in feedback loops mean Gladly learns from every conversation — getting smarter, more accurate, and more aligned with your brand’s style over time.

Utilize the same Guides across all Channels

Gladly utilizes the same Guides across all Channels. This means there's no need to create Channel-specific Guides. For instance, if you create a Guide on addressing questions about your return policy, Gladly will apply that Guide across all Channels, including Email. You manage and control how Gladly operates through one user-friendly UX.