How does Bookbag match shoppers to Gladly customer profiles?

Bookbag matches on email or phone number. If a Gladly profile exists, the conversation is linked to it. New customers can have a profile created automatically during setup.

Can Bookbag handle voice deflection before Gladly's phone channel?

Bookbag can resolve queries on chat and messaging channels that precede a phone call. Native voice IVR deflection is on our roadmap — contact us for details.

Does Gladly's AI (Sidekick) compete with Bookbag?

Gladly Sidekick and Bookbag have overlapping capabilities. Bookbag's advantage is deep Shopify data integration and ecommerce-specific training. Many brands use Bookbag for ecommerce resolution and Gladly Sidekick for other query types.

Will Bookbag affect my Gladly reporting metrics?

Contacts deflected by Bookbag never appear in Gladly, so your Gladly handle time and CSAT metrics reflect only the conversations that reached your agents — typically improving both.

How long does setup take?

Connecting Bookbag to Gladly via API typically takes under an hour, including mapping intent topics to Gladly routing rules.

Helpdesks & CRM

Bookbag + Gladly

Add AI deflection to Gladly's people-centered support platform without losing the personal touch.

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About Gladly

Gladly organizes support around the customer rather than the ticket, making it ideal for brands that prioritize relationship quality. Bookbag's AI layer resolves the high-volume, transactional queries — order status, tracking, returns — before they ever reach a Gladly agent, preserving your team's time for the nuanced conversations Gladly is designed for. On escalation, Bookbag opens a Gladly conversation on the correct customer record and attaches the Shopify context, so agents continue the thread seamlessly in Gladly's people-first UI.

COMPATIBILITY

Channels

Live chat widgetEmailSMSVoice (pre-IVR deflection)

Integration methods

Gladly Conversations APICustomer profilesTopics & routingWebhook events

How it works together

Connect Gladly and Bookbag gets the context and reach it needs to resolve more tickets automatically.

Deflect before the conversation starts
Bookbag answers order, shipping, and returns questions in real time using live Shopify data, keeping transactional queries out of Gladly entirely.
Handoff on the correct customer profile
When escalation is needed, Bookbag creates a Gladly conversation linked to the matched customer profile, with the transcript and Shopify order data attached — so the agent sees the full story immediately.
Topics and routing preserved
Bookbag sets Gladly conversation topics based on detected intent, so your existing Gladly routing and assignment rules direct the conversation to the right agent or team.
Single customer thread maintained
All Bookbag interactions for a customer are associated with their Gladly profile, building a complete interaction history that persists across channels and conversations.

Benefits

Protect Gladly's human-first ethos

Bookbag handles the transactional volume so Gladly agents engage in the relationship-driven conversations the platform is built to excel at.

No profile fragmentation

Bookbag links escalated conversations to existing Gladly customer profiles — so your team sees a continuous history, not a fresh start every time.

Consistent cross-channel experience

Whether a shopper contacts you via chat, email, or SMS, Bookbag applies the same AI resolution layer and hands off to Gladly with the same quality of context.

Frequently Asked Questions

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Connect Gladly to Bookbag

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.

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