Move your team from Gorgias to Gladly.
Each person gets a short interview, then a personalized step-by-step guide showing exactly where their saved work, prompts, and projects land in Gladly — and the few things that need a manual step, walked through. You send one invite; nobody becomes the help desk, and nothing in Gorgias is changed or cancelled. Want to see where you’re paying for both first? Run the free audit.
Both tools help agents respond faster without manual effort — Gladly via AI-generated suggestions and summaries, Gorgias via macros (saved responses) and rules-based automation. Moving from Gladly to Gorgias: export common Gladly team-assist suggestion templates and recreate them as Gorgias Macros; configure Rules to auto-tag, auto-assign, and auto-respond to ticket types that Gladly's AI was surfacing suggestions for. Gorgias does not offer real-time AI conversation summarization equivalent to Gladly's Team Assist, so agents will shift from AI-suggested replies to macro-based responses. Moving from Gorgias to Gladly: export your Macro library from Gorgias and convert high-frequency macros into knowledge Gladly's AI uses for reply suggestions; Gladly's Team Assist will generate dynamic AI suggestions rather than fixed templates, so review and validate AI output quality during a parallel-run period.
- Warning: Gladly's Team Assist generates AI-drafted replies dynamically based on conversation context; Gorgias Macros are static saved responses that agents select manually — teams moving from Gladly to Gorgias lose the generative drafting capability unless the AI Agent is also active.
- Warning: Gladly includes real-time translation so agents can serve customers in other languages without a third-party tool; Gorgias does not offer built-in real-time translation, requiring a separate integration or add-on.
- Warning: Gorgias Macros and Rules are included on all plans; Gladly's AI assist features may be gated to higher plan tiers — confirm what is included in your specific Gladly contract before setting agent expectations.
Both platforms use an AI agent to auto-resolve routine inquiries (order status, returns, account changes) without human intervention. Moving from Gladly to Gorgias: export your Gladly knowledge-base content and policy FAQs; recreate them as Gorgias Help Center articles so the AI Agent can reference them. Reconnect your ecommerce integrations (Shopify, BigCommerce, Recharge, Loop Returns) inside Gorgias — these feed live order data into the AI Agent. Configure the AI Agent in Gorgias under Automate > AI Agent, set escalation rules so the bot hands off with full context, and test resolution rate on a sample ticket batch before go-live. Moving from Gorgias to Gladly: export Gorgias ticket data to understand which inquiry types the AI was resolving; configure Gladly's AI self-service flows in the admin interface using the same policy logic, then connect your order-management integrations from the Gladly marketplace to restore the data context the AI needs.
- Warning: Gorgias AI Agent is priced at $1.00 per resolved conversation (monthly) or $0.90 (annual) on top of the base plan; Gladly's AI resolution is included in its per-agent-seat pricing, so high automation volumes may shift the cost comparison significantly depending on ticket counts.
- Warning: Gorgias AI Agent is Shopify-native and strongest with ecommerce data sources; Gladly's self-service AI is broader across verticals but may need more manual configuration for non-ecommerce workflows.
- Warning: Gladly does not expose a per-conversation automation cost metric the same way Gorgias does, making ROI comparison harder during the trial period.
Both platforms surface live ecommerce order and customer data inside the agent conversation view via integrations with Shopify, BigCommerce, and Magento. Moving from Gladly to Gorgias: audit every integration installed in the Gladly marketplace (Shopify, Recharge, Loop, AfterShip, loyalty tools, returns apps) and reinstall equivalent integrations in Gorgias from its 100+ ecommerce app catalog. Gorgias's Shopify integration lets agents take actions (cancel orders, apply discounts, upsell) directly from the ticket — map which Gladly workflow actions you need replicated and configure them in Gorgias. Workforce management tools (Assembled, Playvax, Calabrio) that connect to Gladly do not have equivalent Gorgias-native integrations; check Gorgias's app catalog or use API-based connections. Moving from Gorgias to Gladly: install the same ecommerce apps from the Gladly marketplace; for custom connectors not in the marketplace, Gladly's App Platform supports custom integration development.
- Warning: Gladly's integration catalog includes workforce management platforms (Assembled, Playvox, Calabrio) and customer feedback tools (Medallia, Qualtrics, Delighted) that Gorgias does not natively offer — teams relying on these will need API workarounds or to replace those tools.
- Warning: Gorgias's Shopify integration allows agents to directly cancel orders and apply discounts inside tickets; Gladly surfaces context but the depth of actionable Shopify controls varies — verify specific actions before migrating Shopify-heavy workflows.
- Warning: Gorgias lists 100+ ecommerce-focused integrations; Gladly's marketplace skews toward enterprise tools (CRM, WFM, loyalty). Teams with heavy martech stacks should audit coverage gaps before switching.
Both products consolidate all customer channels into a single agent workspace so agents never context-switch between inboxes. Moving from Gladly to Gorgias: reconnect each channel inside Gorgias Settings (email, live chat, Facebook, Instagram, WhatsApp, SMS). Note that Gladly's per-customer persistent thread model differs from Gorgias's ticket-based model — customers will get ticket numbers and conversations will not auto-merge across channels unless Rules are configured. Export historical conversation data from Gladly before disconnecting channels. Moving from Gorgias to Gladly: Gladly's threading model stitches all channels into a customer-level timeline rather than individual tickets; map your Gorgias teams and agent groups to Gladly inboxes, then reconnect channels from the Gladly admin. Voice is native in Gladly; in Gorgias it is an add-on with separate per-ticket pricing.
- Warning: Gladly uses a customer-centric thread (no ticket numbers) while Gorgias is ticket-based — agents and customers who expect ticket IDs for reference will experience a model change when moving to Gladly.
- Warning: Gorgias voice support costs $0.40–$1.20 extra per ticket and is an add-on; in Gladly voice is a native channel included in the platform, so pricing math differs for voice-heavy support teams.
- Warning: WhatsApp and SMS are included natively in Gladly; in Gorgias they are available but SMS is add-on priced at $0.41–$0.80 per ticket.
Both platforms provide built-in reporting on agent performance, resolution rates, and customer trends. Moving from Gladly to Gorgias: identify which Gladly reports your team relies on (handle time, topic frequency, sentiment trends); then configure equivalent views in Gorgias using its built-in performance dashboards. Export Gladly historical report data via its Fivetran or AWS EventBridge integrations before switching to preserve trend baselines. Revenue attribution reports in Gorgias (available on Advanced and Enterprise plans) offer a metric Gladly does not surface natively. Moving from Gorgias to Gladly: Gladly's reporting covers all native channels and can route data to Fivetran, HighTouch, Segment, or AWS EventBridge for BI tools — set up at least one pipeline during migration to avoid losing historical performance context.
- Warning: Gorgias revenue-attribution reporting (tying conversations to sales) is gated to Advanced and Enterprise plans; if you are on Starter or Basic you will not have access to those metrics.
- Warning: Gladly routes data to external BI tools via Fivetran, Segment, and AWS EventBridge; if your team relies on native dashboards only, Gorgias's built-in analytics are more self-contained.
- Warning: Neither platform exports a single report format that the other can natively import, so historical trend data requires manual re-baseline when switching.