Route every customer to the right person

Gladly People Match® connects customers to the team member best suited to deliver a personalized experience based on context, history, situation, and needs.

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A woman on the left texts about a honeymoon reservation. An arrow points to a text bubble with "Hi there—I’d like to make a reservation for my honeymoon" and "Lifetime Value > $1,000." Another arrow points to a man on the right, wearing a headset, appearing engaged, set against a green background.

See People Match® in action

Smart routing assigns the right team member to the customer by matching status, context, and skills, to get every conversation off to the right start.

The power of Gladly

Woman in white sweater and patterned pants smiles while talking on phone and pulling suitcase. Nearby, an upcoming flight itinerary shows SFO to JFK.

Match every customer with care

Route customers based on their LTV, history, and sentiment so VIPs and high-stakes situations get routed to the team members who can best address the situation.

A woman in an office wearing a headset smiles while assisting. A speech bubble reads an Italian query for help. Tone conveys professionalism and friendliness.

Solve issues faster.

Route conversations based on context—including urgency, skills, expertise, and availability—to ensure customers reach the team member best-suited to help them the first time, without being handed off or having to repeat themselves.

A man in a blue shirt wearing a headset smiles while video conferencing on a laptop in a bright, modern home office. A small plant is visible beside him.

Continuity across every channel

Maintain context and relationships with dedicated team member assignments and seamless channel switching, so customers never have to start over.

How smart routing stands apart

Connect customers to the right team member at the right time based on their full skillset—for more personal experiences and faster resolutions.

Feature
Other solutions

Route by situation

Routed by urgency, such as cancellations or abandoned carts

Basic routing by channel

Route by need

Routed by required skill, such as billing or language

Manual handoffs that expose skills gaps

Capacity-based routing

Routing based on real-time team member availability

Overloaded queues, slower response times

Dedicated team member assignments

Return customers are routed to the same team member

No continuity of experience through random reassignment

Channel switching

Context follows the customer when switching channels

Context is lost when routed to new team members

Additional features
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Conversation Timeline

Give team members complete context at a glance with a history of every conversation across all channels in a single thread.

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Customer Profile

Surface rich customer data and conversation history so team members can personalize responses and resolve issues faster with full context.

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Answers

Publish content from a single source across channels and languages to keep experiences consistent and efficient.

Trusted by the world’s most customer-focused brands

Lovesac dark grey logobombas dark grey logoLensDirect dark grey logoThe Blk Tux dark grey logoZenni dark grey logoThe Farmer's Dog dark grey logoOllie dark grey logoTUMI dark grey logoRothy's dark grey logoTecovas dark grey logoUlta dark grey logoUGG dark grey logoSuper dark grey logoAllbirds dark grey logoBARK dark grey logoBreeze Airways grey logoConde Naste dark grey logoCrate & Barrel dark grey logoEddie Bauer dark grey logoFTD dark grey logoHOKA dark grey logoMary Ruth's dark grey logoNordstrom dark grey logo
A sleek silver suitcase with a textured surface and black handles stands on four wheels. It’s set against a modern architecture backdrop, suggesting travel.
TUMI dark grey logo

“Gladly helps us keep humans in the forefront of how we interact, routing customers to the same agents and offering continuity, historical knowledge, and empathetic insight.”

Victor Sanz

Creative Director, TUMI

Start delivering personalized service at scale

Gladly connects customers with the right team member from the start. No handoffs, no context lost, just faster resolutions that build lasting relationships.