Crisp vs Gladly
Crisp and Gladly, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Crisp
The AI customer support platform for every business. Omnichannel shared inbox plus AI agent.
Best for SMBs and growing teams wanting affordable all-in-one AI support; bootstrapped companies.
2015 · Nantes, France.
Gladly
The only AI built for LTV. People-centered AI support; no ticket model.
Best for Mid-market to enterprise retail, ecommerce, and hospitality (Ulta, Crate & Barrel, Nordstrom, TUMI).
2014 · San Francisco, CA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- CrispFlat rate per workspace/mo, not per-seat (extra seats $10/mo each).
- GladlyPer agent/mo, annual; usage fees for voice, SMS, and AI; not published on site.
- Free trial / guarantee
- Crisp14-day; all features; no card.
- GladlyNo (enterprise); 30-day trial with 100 AI interactions via Shopify only.
- Price
- Crisp$45/mo (Mini, 4 seats, 5,000 profiles, ~$5 AI credits). · $95/mo (Essentials, 10 seats, 50,000 profiles, ~$25 AI credits). · $295/mo (Plus, 20+ seats, ~$75 AI credits); Enterprise custom.
- Gladly~$180/agent/mo (Hero, annual). · ~$210/agent/mo (Superhero, annual). · Not disclosed. Enterprise quote above Superhero.(3rd-party)source
- Seat minimum
- Crisp2 (Free); 4 (Mini); 10 (Essentials); 20+ (Plus); extra seats $10/mo.
- Gladly~10 agents (Hero); ~45 (Superhero).(3rd-party)source
- Implementation fee
- CrispNone.
- GladlyNot disclosed. Custom quote; Professional Services.(3rd-party)source
- Transparency
- CrispHigh. All tier prices public.
- GladlyOpaque. No pricing on site; requires a demo.
Channels
Where each tool can talk to customers.
- CrispNative
- GladlyNative
- Live chat
- CrispNative
- GladlyNative
- In-app messenger
- CrispNative (SDK iOS/Android/React Native/JS)
- GladlyNative
- Voice
- CrispVia integration (Aircall, Ringover, KrispCall; no native phone)
- GladlyNative. Built-in, enterprise-ready.
- SMS
- CrispVia integration (Twilio)
- GladlyNative
- CrispNative (WhatsApp Business)
- GladlyNative (via WhatsApp Business API).
- Social
- CrispNative. Instagram, Messenger, Telegram, Line, Viber, Twitter/X.
- GladlyNative. Facebook Messenger, Instagram.
- Unified inbox
- CrispNative
- GladlyNative. Single people-centered timeline (no tickets).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- CrispVia integration. Aircall/Ringover/KrispCall; no native PSTN.
- GladlyNative. Voice and IVR built-in, no third-party telephony needed.
- Voice AI / transcription
- CrispYes. Voice-to-text for audio messages and recorded calls.
- GladlyYes. AI voice summaries and transcription (Deepgram).
- Telephony billed separately
- CrispYes. Via third-party provider.
- GladlyYes. Per-minute on top of the seat fee (inbound local ~$0.0186/min).(3rd-party)source
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- CrispYes. Hugo AI agent resolves tickets 24/7.
- GladlyYes. Gladly Sidekick resolves end-to-end on chat, SMS, and voice (email soon); human handoff.(claimed)source
- Copilot / Assist mode
- CrispYes. Reply suggestions, grammar, rephrasing, summarization, transcription, translation.
- GladlyYes. Team Assist: AI-drafted responses, real-time translation, and summaries.(claimed)source
- Claimed automation rate
- CrispResolves up to 60% of repetitive questions automatically.(claimed)source
- Gladly76% of conversations fully resolved by AI (homepage); KUHL 59%.(claimed)source
- AI channel coverage
- CrispWeb chat, WhatsApp, Messenger, Instagram, email, SMS, Telegram, Line, Viber, Twitter/X.
- GladlyChat, SMS, and voice (Sidekick Voice); email launching soon; social not confirmed.(claimed)source
- Agentic actions (API) vs answer-only
- CrispActions via API. HTTP calls in workflows (Shopify refunds, order lookup, password resets).
- GladlyBoth. Refunds, cancellations, and booking updates via connected commerce and logistics APIs.(claimed)source
- Knowledge sources
- CrispAnswer snippets, KB articles (auto-reindexed), website crawl, conversation history, file importer (PDF/CSV).
- GladlyBrand KB (Guides), conversation history, and integrated commerce, logistics, and order data.(claimed)source
- Underlying model
- CrispNot fully disclosed. Can connect Claude, Llama, or ChatGPT; in-house private LLM mentioned.
- GladlyNot publicly disclosed; uses Azure, OpenAI, Anthropic, and Deepgram (voice).
- Trains on past tickets
- CrispYes. Conversation history is a knowledge source.
- GladlyYes. Learns from every conversation, including human resolutions; not used to train its own models.(claimed)source
- Pre-deploy simulation / sandbox
- CrispWorkflow testing available; no dedicated simulation sandbox.
- GladlyNot disclosed
- Multilingual
- CrispYes. Multilingual snippets, language detection, translation.
- GladlyPartial. Platform translation in 70+ languages; Sidekick AI authoring English-only; IVR 30 languages.
- Runs on your existing helpdesk vs native-only
- CrispNative only.
- GladlyNative only. Sidekick needs Gladly as the primary helpdesk.
- AI pricing model
- CrispAI credits bundled per plan tier.
- GladlyUsage-based (per conversation or resolution) on top of a per-agent fee.(3rd-party)source
- AI unit price
- Crisp~$0.055/automated conversation implied (Mini $5 credit ~90; Essentials $25 ~450; Plus $75 ~1,350).
- Gladly~$0.60/conversation (enterprise); $1.50/AI Resolution + $0.25/AI Assist (Shopify tier).(3rd-party)source
- Copilot / Assist price
- CrispNot disclosed (bundled).
- GladlyNot disclosed (Team Assist not broken out).
How Open.cx compares
Open.cx runs on top of Crisp or Gladlyas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- CrispNot certified. No SOC2 audit; self-assessed only.
- GladlySOC 2 Type II (and AI sub-processors).
- GDPR
- CrispYes. Fully GDPR-compliant; DPA; EU-only storage; DPO.
- GladlyYes. DPAs with AI vendors; VeraSafe EU/UK representative.
- HIPAA / PCI
- CrispNot disclosed.
- GladlyNot disclosed. PCI-DSS and GDPR confirmed; HIPAA not referenced.
- SSO / SAML
- CrispOIDC SSO (Enterprise); SAML not confirmed.
- GladlyYes. SSO; SAML certificates.
- Data residency
- CrispEU only. Messaging in Netherlands, plugin data in Germany; relay (no storage) US/UK/SG.
- GladlyPartial. 9 global regions for voice; no explicit customer-selectable residency.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Crisp~73 integrations across 7 categories.
- Gladly60+ integrations.
- Shopify depth
- CrispOrder history in inbox; refunds actionable; live chat widget; built-in ecommerce features.
- GladlyDeep native. Customer and purchase history, order management, returns (via Loop), and shipping; Shopify App Store trial.
- Open / public API
- CrispYes. REST API; Developer Hub.
- GladlyYes. Open APIs; developer.gladly.com.
- Developer SDK / MCP
- CrispYes. Chat SDK (JS, iOS, Android, React Native); open-source on GitHub.
- GladlyYes. SDKs, sample apps, and testing; webhooks via Messaging Automation APIs.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- CrispYes. No-code visual builder; conditional logic, HTTP calls.
- GladlyRouting and entry-point config; no named workflow builder.
- Triggers / automations
- CrispYes. Auto-trigger on conversation start/events/Hugo scenarios.
- GladlyYes. Automated routing, proactive outreach (voice, SMS, email), and entry-point rules.
- Routing
- CrispYes. Round Robin, origin-based, intent-based, custom rules.
- GladlyYes. People Match intelligent routing (history, skills, attributes).
- Macros / canned responses
- CrispYes. Shortcuts (templated, dynamic data).
- GladlyYes. Quick Reply (button responses) and macros.
- SLA management
- CrispPersonalized SLA at Enterprise only; SLA tracking in analytics.
- GladlyYes. SLA Business Hours and Entry Point SLA settings.
Collaboration
How support teams work a queue together.
- Internal notes
- CrispYes. Agent-only private notes.
- GladlyYes. Notes and @mentions.
- Collision detection
- CrispYes. Real-time alerts when another agent is replying.
- GladlyReferenced in comparisons; not confirmed on a Gladly page.(3rd-party)source
- Side conversations
- CrispNot disclosed (@mentions exist).
- GladlyNot disclosed
- Shared inbox
- CrispYes. Omnichannel shared inbox.
- GladlyYes. Unified inbox; task management tied to customer threads.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- CrispYes. Customizable, brandable, multilingual.
- GladlyYes. Answers KB for agents and AI; configured via non-developer Guides.
- Help center
- CrispYes. Public-facing, widget plus standalone URL.
- GladlyYes. Customer-facing, 45+ languages.
- Community forum
- CrispNot offered.
- GladlyNot offered
- AI answers from knowledge base
- CrispYes. Hugo uses KB articles as primary source.
- GladlyYes. Sidekick serves answers from the Answers KB autonomously.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- CrispYes. Line/bar/treemap/heatmap, operator performance, geo, ratings.
- GladlyYes. Liveboards (real-time) and Insight Builder.
- Custom reports
- CrispYes. Custom analytics playground; filtering; formulas; export.
- GladlyYes. Insight Builder custom reports.
- Included in lowest tier
- CrispAnalytics across plans; advanced gating not disclosed.
- GladlyReporting tier restrictions not published; appears standard.
- CSAT surveys
- CrispYes. Automated post-interaction CSAT via email and chat.
- GladlyYes. Native CSAT; integrates Delighted, SimpleSat, Stella.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- CrispSelf-service all tiers; dedicated onboarding plus training at Enterprise; Plus gets onboarding assistance.
- GladlyDedicated implementation team; Professional Services; guided docs.
- Support channels
- CrispKB; chat; email. Per-tier channels not disclosed.
- GladlyGladly Support team (bugs, how-tos, config); dedicated CSM post-implementation.
- Dedicated CSM
- CrispEnterprise only. Dedicated onboarding/personalized service.
- GladlyYes. All customers get a dedicated CSM post-implementation.
- Implementation partners
- CrispNot disclosed. No partner program found.
- GladlyNot disclosed. No partner or SI page found.
Frequently asked questions
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