What is Agentic Commerce?

Agentic Commerce brings shopping and support into the same Conversation. Gladly AI can help shoppers find products, compare options, and add items to cart, alongside the support it already handles. After the purchase, the same AI helps with order status, returns, and exchanges. Because it runs on Gladly's Customer context, it knows who it's talking to before and after the sale, so the experience feels like one continuous relationship.

Early results show roughly a 20% increase in resolutions.

What Agentic Commerce includes

Product recommendations. Gladly AI suggests products based on what the shopper needs.
Compare and decide. Shoppers get answers on fit, features, and differences, grounded in your product data.
Add to cart in Chat. Shoppers add items without leaving the Conversation.
Commerce visibility. See how AI-engaged shoppers move from Conversation to cart.

Understand how it works

A shopper opens Chat, or, with Enhanced Chat, Gladly AI proactively offers help based on what the shopper is doing on your site.
Gladly AI answers using your product catalog, your Answers, and your site content, personalized to that shopper.
It recommends and compares products inside the Conversation.
The shopper adds items to their cart in the Conversation.
After purchase, the same AI handles support, such as order status and returns.
If a person is needed, the Conversation is handed to an Agent with full context.
Your team controls how Gladly AI behaves, what it knows, and when it brings in a person.

Explore an example!

Use the clickthrough below to see Agentic Commerce in action:

Know what you can control and what Gladly helps set up

Agentic Commerce is set up by you and Gladly together.

You set up in Gladly:

Create a Chat and embed it on your site.
Choose Enhanced or Basic for each Chat.
Enhanced Chat is the recommended experience for Agentic Commerce
Chat bar – powering Enhanced Chat widgets – helps you engage more shoppers and drive more of the outcomes that matter to you, like resolutions and revenue.
Complete your Chat settings, such as Display rules, Style, Content, and Entry Points.

See Create and Configure Enhanced and Basic Chat (Web) for detailed steps.

Gladly sets up with you:

Review your site and identify the tools it uses, such as your product catalog and order system.
Connect those tools to Gladly AI.
Set up your Guides, your workflow, and the commerce-specific settings your AI needs.
Set up an A/B test, if you want to compare the new experience against your current one before switching fully.

To get started, reach out to Gladly Support or your Account Manager.

Choose Enhanced or Basic Chat

Agentic Commerce works best with Enhanced Chat, which shows a Chat bar and proactively engages shoppers across your site. If you prefer a look closer to the original Chat, Basic keeps a button and pop-up window and engages only shoppers who reach out. Both run on Gladly AI, and you can switch a Chat between them at any time. See Compare Enhanced and Basic for the full comparison.

Review what changes from the original Chat

Moving to Agentic Commerce changes how some features work. Review these before you start.

Search and Quick Actions are no longer available. Gladly AI handles those requests in the Conversation instead, including after hours.
Business Hours moves. It now lives under Settings > Business Hours instead of Settings > Chat, with more flexibility for holidays and exceptions.
Chat can run 24/7. Gladly AI can keep helping shoppers outside your business hours. If it can't resolve an after-hours Conversation, Gladly creates a follow-up email for an Agent to pick up when your team is back, or you can choose to auto-close instead.
Chat onboarding is customizable. Onboarding questions move from Settings > Chat into your AI Agent's workflow, so you can adjust what's asked before a shopper reaches an Agent.
Product recommendations get their own setup. You can fine-tune what Gladly AI recommends, and shoppers can add a recommended item to their cart from the Conversation.
Your Questions & Recommendations Guide narrows. It's renamed (typically "FAQs") and scoped to policy and account questions, since product questions are handled by the commerce capability. Your website is also no longer a source for this Guide, because Gladly AI pulls product information from your catalog.
Upgrading a Chat is permanent. Once you save, the Chat can't return to the original Chat. Because the experience is set for each Chat, you can upgrade one and see how it works first.

You may also see Experiment tags on some Conversations in AI Sessions for a few days after launch. This means Gladly is watching those Conversations closely while performance is validated.