Move your team from Kustomer 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 Kustomer is changed or cancelled. Want to see where you’re paying for both first? Run the free audit.
Both products surface AI assistance to human agents during live conversations: Gladly's Team Assist provides inline suggested replies and conversation summaries in the agent workspace; Kustomer's AI Agents for Reps delivers equivalent agent-assist capabilities. Moving from Gladly to Kustomer: Kustomer's agent-assist AI (AI Agents for Reps) is a separate add-on at $40/user/month — budget for this on top of the base seat cost. Recreate your common response templates and suggestion categories in Kustomer's AI Agent Studio. The Kustomer timeline will show the same customer history once integrations are connected. Moving from Kustomer to Gladly: Gladly's Team Assist is configured in the admin interface as part of the platform rather than a separate studio. Export any saved response libraries from Kustomer and rebuild them as Gladly answer libraries. Confirm that real-time translation requirements are met — Gladly includes this natively; check Kustomer's language support for your target markets.
- Warning: Gladly's real-time translation is bundled with the agent workspace; Kustomer does not list native real-time translation as a built-in feature — teams serving multilingual customers may need a third-party integration.
- Warning: Kustomer agent-assist AI is priced at $40/user/month as an explicit add-on; with a large agent team this cost adds up significantly versus Gladly where assist features are part of the core product.
- Warning: Kustomer's AI Agent Studio is shared between customer-facing agents and rep-assist agents, so configuration changes affect both; Gladly keeps admin-tuned assist separate from the self-service AI.
Both platforms let you deploy AI that resolves routine inquiries — order status, returns, account changes — without agent involvement. Moving from Gladly to Kustomer: export your Gladly AI topic configurations and canned response templates, then rebuild them as Kustomer AI Agents inside AI Agent Studio using the no-code interface. Connect your ecommerce platform (Shopify, BigCommerce) to Kustomer's integration marketplace so the AI agents have the same order/account data Gladly used. Configure handoff rules in Kustomer workflows to route unresolved conversations to human agents with the full timeline attached. Moving from Kustomer to Gladly: export AI agent dialog scripts from AI Agent Studio, recreate them in Gladly's admin interface, and ensure ecommerce integrations (Shopify, Magento, BigCommerce) are installed to restore order-context resolution. Verify escalation routing in both directions before go-live.
- Warning: Kustomer's customer-facing AI agents are billed as an add-on at $0.60 per engaged conversation — a usage cost with no ceiling. Gladly bundles AI self-service differently; model the per-conversation cost against your volume before switching.
- Warning: Kustomer AI agents are deployed across chat, email, and messaging channels but voice AI is not handled by the same agent studio — voice requires a separate add-on. Gladly's voice AI is native and uses the same customer context as all other channels.
- Warning: Gladly is purpose-built for ecommerce brands and ships deep Shopify/BigCommerce context out of the box; Kustomer's equivalent relies on Custom Objects and integrations that require setup to match the same level of order context.
Both platforms offer marketplace-installed integrations for ecommerce, voice, CRM, and data tools, plus open APIs for custom connectors. Moving from Gladly to Kustomer: map each active Gladly integration to a Kustomer equivalent before cutover. Shared coverage includes Shopify, BigCommerce, Salesforce, Aircall, and 8x8. Gladly-specific integrations (Loop Returns, ReturnLogic, Recharge, Assembled, Playvox, Smile.io, Zinrelo) do not all have direct Kustomer marketplace equivalents — for each, check Kustomer's integration library or plan to use the REST API/webhooks to replicate the connection. Kustomer's API is rate-limited (1,000 RPM on Enterprise, 2,000 on Ultimate) so high-frequency integrations should be profiled against these limits. Moving from Kustomer to Gladly: Gladly's App Platform supports custom connectors and the marketplace covers ecommerce and returns tools. Kustomer's MCP client/server capability has no direct equivalent in Gladly — teams using MCP-enabled AI tool integrations need an alternative approach.
- Warning: Gladly has a richer ecommerce-returns ecosystem (Loop, ReturnLogic, Corso, AfterShip, Narvar, ShipHero) that is not fully replicated in Kustomer's marketplace — returns-workflow integrations may require custom API development.
- Warning: Kustomer supports an MCP client and server for AI tool connectivity; Gladly does not mention MCP support — teams building AI-augmented workflows with MCP would lose that capability moving to Gladly.
- Warning: Kustomer's outbound webhook limits are low on Enterprise (2 outbound, 10 inbound); teams with many event-driven integrations need the Ultimate plan or must consolidate webhook targets.
Both platforms collapse all customer channels — email, chat, SMS, voice, WhatsApp, Facebook, Instagram — into a single agent workspace so agents never switch tabs. Moving from Gladly to Kustomer: Gladly calls its model a 'customer thread' (tied to the person, not a ticket); Kustomer calls it a 'timeline'. The concept translates directly. Before cutover, export historical conversation data from Gladly (via API or Fivetran connector) and import into Kustomer as conversation records or notes on the customer profile. Reconnect each channel in Kustomer's channel settings: configure Facebook Pages (up to 25 on Enterprise, 50 on Ultimate), Instagram accounts, WhatsApp Business Accounts, email forwarding, and chat widget. Voice and SMS in Kustomer are pay-as-you-go add-ons — provision these separately and test call routing before switching live traffic. Moving from Kustomer to Gladly: Gladly treats voice as a fully native channel (not an add-on), so voice setup is simpler. Export Kustomer conversation history via the REST API and import as timeline entries. Rebuild routing rules in Gladly's admin interface.
- Warning: Gladly has no explicit per-channel account limits published; Kustomer enforces hard limits (e.g. 3 WhatsApp Business Accounts on Enterprise, 5 on Ultimate) — teams with multiple brands or WhatsApp numbers must verify they fit within the plan tier.
- Warning: Kustomer's voice channel is a paid add-on starting at $0.02/minute; Gladly includes voice as a native channel, so voice-heavy contact centers face new per-minute costs when moving to Kustomer.
- Warning: Historical thread continuity: neither platform provides a native import tool for the other's conversation history format — bulk migration requires API scripting or a third-party migration service.
Both products expose built-in dashboards covering agent productivity, channel volume, and customer sentiment, plus connectors to external BI tools. Moving from Gladly to Kustomer: Gladly pipes data to Fivetran, Segment, and AWS EventBridge; Kustomer exposes a REST API (1,000 RPM on Enterprise, 2,000 on Ultimate) and webhooks. Rebuild your external BI connections (e.g. Fivetran → data warehouse) using Kustomer's API or native integrations. Kustomer's AI-powered Data Explorer lets non-technical managers query data in plain language — a direct replacement for ad-hoc reporting previously done through Gladly's admin interface or Fivetran exports. Export historical Gladly reports as CSVs before cutover for baseline comparison. Moving from Kustomer to Gladly: set up Gladly's Fivetran/Segment connectors to resume pipeline exports; note that Gladly's native reports cover all native channels out of the box. Rebuild any CSAT surveys (Gladly integrates with Medallia, Qualtrics, Delighted).
- Warning: Kustomer's Data Explorer and custom object queryability (up to 100M records on Ultimate) are plan-gated — Enterprise caps at 5M custom object records, which may constrain historical analytics for high-volume teams.
- Warning: Gladly supports Fivetran, Segment, and AWS EventBridge as named data-pipeline connectors; Kustomer does not list Fivetran as a named integration — teams relying on Fivetran for warehouse sync need to verify availability or switch to Kustomer's API-based approach.
- Warning: Neither product publishes explicit historical data retention windows in their docs — confirm with the vendor how far back reports go before migrating reliance on long-tailed trend data.