Gladly AI for Voice and Chat on Shopify (2026)
Gladly is a conversation desk with Voice AI as an add-on. Guzli is one agent for website live chat and the phone — keep the desk.
Gladly AI for voice and chat on Shopify
Pick Gladly (+ Voice AI) if you are buying Gladly as the brand’s conversation system — Hero, Guides, Customer timeline, Voice AI on the order form — and shoppers should live in one Customer record across channels.
Pick Guzli if the brand already has a desk and the missing piece is the same “where is my order?” and return answers on the storefront widget and the store number — published plan, not another platform quote.
A Shopify brand comparing Gladly to “chat + phone AI” is often comparing two different buys. Guzli publishes this comparison and sells the storefront agent in the table.
One Customer, one conversation
Gladly is a conversation desk: one conversation per person across voice, chat, email, SMS, and social. Sidekick AI handles routine written work and hands off with context. Agents work a Customer timeline, not a pile of tickets that forget each other. Who Gladly sells: larger business-to-consumer brands. Expect a platform project, not a self-serve Hobby-to-Standard publish.
If Hero (Gladly’s agent workspace), Guides (the playbooks Gladly applies across channels), and the Customer timeline are how the team works, stay on Gladly. Guzli should not try to replace that desk. If Gladly (or another inbox) already owns tickets and the gap is storefront + inbound, that is Guzli’s job.
Verdict: Gladly is the desk. Guzli sits in front of whatever desk you already run.
Voice AI is marked add-on
Gladly’s Voice AI help page (also Sidekick Voice; read 19 September 2026) marks it as an add-on — contact Gladly or your customer success manager for the current plan. When it is on, a call has to reach a Gladly Voice AI node in the phone menu (Set up Gladly Voice AI). Gladly transcribes the call, follows the same Guides as other channels, speaks a reply, can look up customer details, and can take allowed actions (their examples include order status and cancels against an order-management system). A summary lands on the Conversation Timeline. Help-center FAQ copy says the same brain as Chat and SMS, speaking through the Gladly Voice Channel.
Confirm Voice AI packaging and that phone-menu node on your numbers before you plan the store number around it. Guzli’s phone is the published-plan path when you want one knowledge base without a Gladly + Voice AI quote. Voice starts on Standard at $149/mo + 16¢/min talk (5¢/min transfer, 3 concurrent calls). Hobby is $49/mo chat-only. Pro is $499 + 14¢/min (4¢/min transfer, 8 concurrent). See current plans and pricing. Gladly is seat / platform + Voice AI add-on — ask Gladly; this post does not invent their quote.
Verdict: Gladly can answer the phone when Voice AI is on the account and the phone menu routes to it. Guzli puts the same agent as chat on inbound calls on Standard or Pro.
Guides on the call vs a published plan
On Gladly, matching a “where is my order” in chat and on the store number is Guides + Voice AI add-on. You manage one UX; Gladly applies those Guides across channels, including Voice. That is a coherent desk story.
On Guzli, matching those two moments is one train-and-publish. Feed help articles and solved tickets from Salesforce, Zendesk, or the desk you keep. Publish live chat on the site. Forward the number — always, or only when no one picks up. Handoff opens a ticket in Salesforce, Zendesk, or Guzli’s help desk.
Same shopper question. Different admin object: a Guide in a conversation platform vs a knowledge base on a storefront agent.
Shopify from the conversation, not an App Store listing you found at 11pm
Gladly documents Shopify two ways (help.gladly.com, read 19 September 2026):
- Agents work orders from the conversation (the Team / connector path).
- A separate Shopify app for Gladly AI does order lookup, refunds, cancellations, replacements, and address changes — Gladly’s own note says that app does not add cards to the Customer Profile.
That is conversation-native commerce for brands already on Gladly. It is not “install any Shopify chatbot from the App Store and you have Gladly.”
Guzli connects via the Shopify integration for the widget and the line. Not a Shopify App Store app. Keep Gladly for tickets if that is the inbox.
Verdict: Gladly Shopify is desk-native. Guzli Shopify is storefront + line. Do not treat “Shopify” as a tie-breaker.
Keep Gladly when the timeline is how the team works
| You should buy… | If… |
|---|---|
| Gladly + Voice AI | Larger business-to-consumer brand; Customer timeline is the system; Voice AI is (or will be) on the order form and in the phone menu |
| Guzli | Desk already exists; you need widget + store number on one agent, published plan |
Keep Gladly either way if that desk is how the team works. Put Guzli on the storefront and forward the number when the pain is the bot going quiet on the call.
FAQ
Does Gladly AI answer the phone?
Yes, when Voice AI / Sidekick Voice is on the account and the phone menu sends the call to a Gladly Voice AI node. Help docs treat it as an add-on — contact Gladly or your customer success manager for the current plan. Confirm both the packaging and that menu node on your numbers before you plan the store number around it.
Does Guzli replace Gladly?
Usually no on the desk. Gladly is the conversation system — Hero, Guides, Customer timeline. Yes on the need for a separate phone AI if you want website live chat and inbound on one published-plan agent while Gladly (or another inbox) stays the desk.
Is Voice AI included with Gladly?
Not as a default on the pages we opened. The Voice AI help page marks it as an add-on. Gladly is seat / platform plus that add-on — this post does not invent their quote. Guzli voice starts on Standard at $149/mo + 16¢/min talk.
Is Gladly’s Shopify connection a storefront chatbot you install at 11pm?
No. Gladly documents Shopify two ways: agents work orders from the conversation, and a separate Shopify app for Gladly AI does order lookup, refunds, cancellations, replacements, and address changes — Gladly’s own note says that app does not add cards to the Customer Profile. That is conversation-native commerce for brands already on Gladly, not “install any Shopify chatbot from the App Store and you have Gladly.”
Sources (checked 19 September 2026)
- Gladly Voice AI (add-on; same Guides across channels including Voice)
- Set up Gladly Voice AI (Gladly Voice AI node in the phone menu / IVR)
- Shopify app for Gladly AI
- Guzli: current plans and pricing
Gladly alternatives · Does Dixa answer the phone? · See current plans and pricing
