REP AI vs Gladly: Which Is Better for Shopify in 2026?

Is REP AI or Gladly better for Shopify? It depends on the brand. Gladly is a customer-centric helpdesk with a commerce AI agent, built for large retail brands. REP AI is an AI sales and support agent for Shopify brands that can work alongside a helpdesk or replace it with Rep Inbox, with pricing you can see.

Last updated November 6, 2026. Gladly facts were checked on gladly.ai (gladly.com redirects there), including its pricing page and Shopify integration page. REP AI facts come from hellorep.ai.

What are REP AI and Gladly?

Both products put AI in front of shoppers. They start from different places: Gladly from the helpdesk, REP AI from the sale.

What is Gladly?

Gladly describes itself as an agentic commerce platform for large retail brands. Its site says every conversation starts with the whole person, with a customer profile and a timeline of every past chat, call and email. Its AI is called the Gladly Commerce Agent. Gladly's site says it answers pre-purchase questions on the brand's site, recognizes returning shoppers and supports checkout inside the conversation. Teams can set how assertively it sells, how many products it shows and how readily it offers discounts. Gladly lists customers such as Tory Burch, UGG, Nordstrom and Ulta Beauty.

What is REP AI?

REP AI is a conversational commerce platform for Shopify brands. It combines an AI sales agent, AI support and a shared inbox, Rep Inbox. REP AI is SOC 2 Type II certified and lists 35+ integrations, including Shopify, Gorgias, Zendesk, Freshdesk, Klaviyo and HubSpot.

How do REP AI and Gladly compare side by side?

The table uses REP AI's live product pages and Gladly's own pages as listed in November 2026.

How do they compare on sales?

Gladly is one of the few helpdesks with a sales agent of its own, so this is a closer match than most helpdesk comparisons.

Proactive engagement and recommendations

REP AI's sales agent starts a conversation only when buying intent changes or conversion risk is detected, using configurable thresholds instead of timers or blanket popups. It searches the live Shopify catalog and offers a discount code only in the moments you choose. Its page says it works for stores with 10,000 or more SKUs.

Gladly's agent walks shoppers to the right product on the page and can follow up by SMS if a visitor leaves. Gladly's own site reports a 19% conversion lift and a $34 larger average order. Those are Gladly's figures, not ours.

Revenue attribution

REP AI reports AI-attributed conversion tracking and AOV impact, and it counts a sale only within 24 hours of the conversation. We did not find an attribution window on the Gladly pages we reviewed, so ask Gladly how it counts a sale.

How do they compare on support and the helpdesk?

This is the biggest difference in shape. Gladly is a helpdesk first. Its profile shows lifetime value and order history, live journey context such as cart contents, and a timeline across channels. For a large team that handles chat, calls and email for the same shoppers, that is a strong design.

REP AI is an agent first. It handles order status, returns and same-price size or color swaps on orders that have not shipped, and it hands off to people with the full conversation and tags set by your rules. You then have two options. Keep your helpdesk and let REP AI sit in front of it, or move tickets into Rep Inbox, which covers web chat, email, Instagram, Facebook and WhatsApp with statuses, tags, SLAs and an AI summary on each ticket.

Can REP AI work with Gladly?

REP AI's integrations page does not list Gladly as of November 6, 2026, so we do not claim a Gladly handoff. REP AI's listed helpdesk handoffs are Rep Inbox, Gorgias, Zendesk, Freshdesk, Kustomer, Salesforce Service Cloud and Help Scout. If you run Gladly and want REP AI in front of it, ask us before you plan around it. The other route is Rep Inbox, which can replace a helpdesk. Rep Inbox lists migration from Gorgias, Zendesk, Kustomer and Freshdesk, not from Gladly.

How does pricing compare?

How does REP AI pricing work?

REP AI plans are priced by your store's monthly website sessions. Sales starts at $12 per month for up to 3,000 sessions, Support at $49 and Concierge, which combines both, at $130, both for up to 10,000 sessions. The price rises with sessions, and stores above 500,000 sessions get custom pricing. Email, Instagram, Facebook Messenger and WhatsApp AI is $0.75 per AI-resolved conversation. Rep Inbox is $8 to $675 per month by ticket volume plus $20 per agent per month, for paid-plan customers. Every plan has a 14-day free trial with no credit card. See the pricing page for current plans.

How does Gladly pricing work?

Gladly does not publish prices. As listed on gladly.ai in November 2026, the pricing page has no plans or tiers and points to a demo, a sales conversation and an ROI calculator. Third-party sites report per-seat pricing, but we left those figures out because they are not Gladly's own. Get a quote and ask what is metered, such as seats, voice, SMS and AI conversations.

Who should choose REP AI and who should choose Gladly?

Gladly is a good fit if

You are a large retail brand with a big service team, you want one customer timeline across chat, voice, SMS and email, and you are happy to buy through a sales process. Gladly's Shopify page also says it can combine customer data from multiple Shopify instances into one profile, which matters for brands with regional stores.

REP AI is a good fit if

Selling is a main job and you want proactive, intent-based engagement, live catalog recommendations and revenue attribution on a Shopify store. It also fits brands that already run Freshdesk, Gorgias or Zendesk and want AI in front of it, or that want to move to Rep Inbox. For other helpdesk-first options see our guide to Gorgias alternatives.

What if you are unsure?

Ask Gladly for a demo and start the REP AI trial on the same store. Use a fixed list of 30 real shopper questions, compare the answers, check what each reports as revenue and see how handoff works for your team.

FAQ

Is REP AI or Gladly better for Shopify?

It depends on the brand. Gladly fits large retail brands that want a customer-centric helpdesk with a commerce AI agent. REP AI fits Shopify brands that want an AI sales and support agent with attribution and published pricing.

Can REP AI work with Gladly?

REP AI's integrations page does not list Gladly as of November 6, 2026, so we do not claim a handoff. REP AI hands off to Rep Inbox, Gorgias, Zendesk, Freshdesk, Kustomer, Salesforce Service Cloud and Help Scout. Ask us if you need Gladly.

Does Gladly publish its pricing?

No. As listed on gladly.ai in November 2026, the pricing page offers a demo and a sales conversation. REP AI publishes plans from $12 per month, priced by monthly website sessions.

Does Gladly have an AI sales agent?

Yes. Gladly's site describes the Gladly Commerce Agent, which answers product questions, recommends products and supports checkout in the conversation.

Can REP AI replace Gladly?

For some brands. REP AI's Rep Inbox covers web chat, email, Instagram, Facebook and WhatsApp with tickets, SLAs and AI summaries. Rep Inbox does not list a Gladly migration, and Gladly's voice AI has no match on REP AI's listed channels, so check your needs first.