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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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

Profile card titled "Julie Chang" with email, loyalty status as "Premier," birthday on September 23rd, and last order date on January 14th, 2026. Stats below show 47 orders, $178 average order value, $8,378 lifetime value, and 7 years of membership. Green "Premier Member" badge visible.

VIP & sentiment routing

Match every customer

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 screenshot of a customer service interaction. Inquiry: Lauren wants to cancel an order for an Orange bag. Steps taken: AI assistant informed her the order is processing and cannot be canceled, offering a return option instead. Handoff reason: Lauren persists in canceling due to accidental purchase, but the AI cannot cancel orders labeled as 'Processing.'

Skills-based matching

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.

Profile card with photo and name “Noel Mesa.” Details show customer since 2018, lifetime value $12,455, and loyalty message. Soft green background.

Consistent team member pairing

Continuity in every channel

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

See how smart routing leads to conversations that keep customers coming back
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An older woman in a headset, smiling while on a call, sits at a desk with papers and a coffee cup. Colleagues in the background appear engaged.

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.

Route by situation. Routed by urgency, such as cancellations or abandoned carts

Route by need. Routed by required skill, such as billing or language

Capacity-based routing. Routing based on real-time team member availability

Dedicated team member assignments. Return customers are routed to the same team member

Channel switching. Context follows the customer when switching channels

Other solutions

Basic routing by channel

Manual handoffs that expose skills gaps

Overloaded queues, slower response times

No continuity of experience through random reassignment

Context is lost when routed to new team members

All of the above and beyond
Conversation Timeline

Conversation Timeline

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

customer profile icon

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

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“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

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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.