Text
Natively built-in text support
Meet your customers through their favorite on-the-go channel and make it easy for them to switch channels when they want, keeping every conversation in a single thread.
Meet your customers on the go
You can help your customers through text when they’re on the go or at a place where a phone call isn't possible.
Proactive SMS
Scale urgent and real-time customer communications, like notifications, reminders, and alerts, with bulk text messaging. Send standardized messages to specific customer segments to proactively avoid issues and reengage dissatisfied customers.
Seamlessly switch between channels
Start a conversation on the phone and continue it through text when needed — both conversations are kept in a single thread for lifelong context.
Optimize your marketing dollar
Leverage your customers’ favorite channel and get the most bang from your marketing buck. Send promo codes to VIPs or reminders to customers of upcoming sales. With a single campaign, you can target specific subsets of customers and automatically send texts that convert, without taking up precious agent time.
Simultaneous support
AI-powered responses let you handle multiple chats without missing a beat.
Key features
Meet your customers on the channel they prefer and seamlessly switch between channels when necessary.
Answer Threads
Effortlessly create, test, and monitor AI-driven conversations, avoiding the need for complex IVR setups.
Text messaging
Send and receive text messages and rich media, just as you normally would. Data and carrier rates would apply.
Concurrent messaging
Talk to your customers on multiple channels at the same time. Simultaneously text things like confirmation numbers while you're on the phone without needing to switch systems.
Text marketing
Make the most of your marketing spend by reaching out to your customers—in bulk—over the least crowded and most effective channel: text.
Programmable messaging
Support and customize opt-in/out keywords to trigger automatic replies.
IVR to text message
Direct calls from IVR to Text Message so that your customers can get quicker help, and your agents can help more people in less time.
Messaging short codes
Send text messages with a 5 or 6-digit number when you need to send a message to lots of users or need to send time-sensitive messages.
Globally tested phone numbers
SMS phone numbers available in 30+ countries with MMS-enabled numbers in US and Canada using the same SMS phone number.
Answers built-in
Since all of our channels are built in, that can include answers too. Create and use the same answers for multiple channels like Text Message, Facebook and Twitter.
Composer
Create customer-ready responses with the click of a button; easily expand, shorten, and rephrase your text and adjust your tone.
"A very clean and modern approach to customer service. Gladly has a clean UI and intuitive approach to viewing customers as people with multiple conversations in one interface."
Chrisitan Calawa
Workforce Data Analyst, Crate & Barrel
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Best of AI and people
Gladly optimizes generative AI and customer service agents to ensure you deliver exceptional support experiences.
Voice IVR software platform
Gladly's voice & IVR software system comes natively built-in with global coverage, enterprise-grade functionality, and a programmable IVR.
All in a single, lifelong conversation
Eliminate the constraints of omnichannel communication. Gladly looks, feels, and works as one continuous conversation stream with every channel built-in.