We've Updated Our Product Names

We’re refreshing our product names

Gladly Sidekick → Gladly (the AI)
Gladly Hero → Gladly Team (your agent workspace)

Everything works exactly the same. This is just clearer naming.

Why we're making this change

Let's be honest: we got a little name-happy. Gladly Sidekick, Gladly Hero... we heard from many of you that it was confusing, and we agree. So we simplified.

As we worked on this, we also considered where the market is heading. AI is being rapidly adopted across CX, and our new names reflect that reality while maintaining what makes us unique: we're not AI-only.

Our strength is having both best-in-class AI and a best-in-class agent workspace. We believe the experiences that drive customer devotion come from AI and human agents working together—and our unified platform is built for exactly that.

What’s changing

Core products:

Old Name	New Name	What It Is
Gladly Sidekick	Gladly	Your AI agent that handles customer conversations autonomously
Gladly Hero	Gladly Team	Your agent workspace where your team members work

Features:

Old Name	New Name	What It Is
Sidekick for Hero	Team Assist	AI copilot that assists human agents in real-time
Sidekick Answers	De-named	AI's ability to generate answers (now just part of Gladly)
Sidekick Actions	De-named	AI's ability to connect to systems (now just part of Gladly)
Sidekick Sales	De-named	Product recommendations and sales (now just part of Gladly)
Sidekick for [Helpdesks]	Gladly	Using Gladly AI with another helpdesk
Sidekick Profiles	Gladly Agent	Specific instances of Gladly AI with custom configurations

Channels:

Sidekick Voice	De-named (aka "Voice AI" when specificity needed)
Sidekick Email	De-named (aka"Email AI" when specificity needed)
Sidekick Chat	De-named
Sidekick SMS	De-named

What’s not changing

Your product capabilities - Everything works exactly the same
Your support relationship - Same CSM, same support team
Your contract and pricing - No changes
Your product access - Full access to everything you use today
Our commitment to Gladly Team - Continues to be enhanced and supported
Your choice and timeline - No one is being forced to adopt AI

Bottom line: This is a naming change, not a product change. Business as usual.

What to expect

Timeline:

On January 28, the product UI will update with new naming
Following updates in the UI, help docs will begin to be updated (this will take a number of weeks)
Ongoing: Developer docs, videos, and other resources will be updated
Contracts/Invoices:
- Existing customers (contracts signed before February 1, 2026):
  - Your contract and invoices keep the current names until your renewal date
  - At renewal, everything updates to the new names
- New customers (contracts starting February 1, 2026 or later):
  - Your contract and invoices use the new names from the start

What you’ll need to do:

Nothing. All changes are automatic.

During the transition:

Pardon our dust! Some help docs and resources may show the new names while others still reflect the old ones. We're working through everything systematically and appreciate your patience.

Questions?

Reach out to your Customer Success Manager or contact Gladly Support.