Gladly is an all-in-one, people-centred customer service platform built around the customer rather than the ticket. It unifies voice and IVR, chat, SMS, email, and social into a single agent workspace, and it is a strong fit for retail and direct-to-consumer brands. Teams at consumer names like Crate & Barrel and Ulta use it to give shoppers one continuous conversation across every channel.
If you run customer experience for a retail or DTC brand on Gladly, or you implement Gladly for clients as a system integrator, you may already be taking payments inside it. Gladly has native chat payments: agents can accept a credit card inside a messaging conversation, card data appears briefly to a single agent with a configurable display time, nothing is stored in Gladly, and a number typed into chat is masked automatically. For voice, Gladly relies on a third-party PCI Pal Agent Assist integration that uses DTMF masking. Gladly states it is PCI DSS Level 2 compliant.
This guide is for merchants and SIs who want to understand when a single multi-PSP payment layer across both voice and chat fits better than a native chat tool plus a separate voice path. Shuttle is that layer.
Gladly's Payments Today: What You Get
Out of the box, Gladly gives you native chat payment capture. An agent can request and process a card-not-present payment directly inside a messaging thread. The card details surface to one agent for a short, configurable window, are not retained in Gladly, and Gladly masks card numbers that a customer types into the chat. That covers a real DTC use case well: a shopper messaging in to complete or change an order.
For voice, Gladly does not capture cards natively. The supported route is a PCI Pal Agent Assist integration that masks DTMF tones during a call. This is a capable approach to descoping voice, and it is the right answer for many Gladly customers. It does require a separate PCI Pal agreement and a Gladly Professional Services implementation, typically in the region of one to four weeks.
So the honest picture is: Gladly has solid native chat payments, a PCI Pal voice option, and PCI DSS Level 2 compliance. The question is whether you want chat and voice handled by one consistent payment layer, and how much PSP flexibility you need underneath.
When a Single Multi-PSP Layer Helps
A single layer across both channels is worth considering when:
You take payments over both voice and chat and want one workflow, one reconciliation view, and one compliance posture across both, rather than native chat in one place and a separate voice integration in another.
You need true in-call DTMF capture for voice, where the customer keys the card on their phone and the digits never reach the agent or your call recording.
You want **PSP breadth**. Shuttle connects 40+ payment gateways, so you can bring your own gateway and keep the processor and rates you already negotiated.
You run multiple brands or clients and need per-brand or per-client routing, so each retail brand settles to its own processor and merchant account.
You want the **highest compliance tier**. Shuttle is a PCI DSS Level 1 certified Service Provider.
How Shuttle Adds Payment Capture to Gladly
Connect your gateway. Point Shuttle at your existing PSP, or pick from 40+ supported gateways. No rip-and-replace.
Add voice DTMF capture. During a Gladly voice call, the agent triggers a secure capture. The customer keys their card on their phone keypad. The agent stays on the line but never sees or hears the digits.
Add chat capture. For messaging conversations, the customer completes payment through a secure hosted field or link, so card data never lands in the chat transcript or agent view.
Route per brand or client. Configure routing so each brand, region, or client settles to the right processor and merchant account.
Reconcile in one place. Voice and chat payments flow through one layer, giving you a single record across channels.
How It Works
Agent workflow
The agent works inside Gladly as normal. On a voice call, they start a secure payment and ask the customer to key in their card. The screen shows progress and a masked confirmation, never the full number. In chat, the agent sends a secure payment prompt instead of asking for card details in the thread. The agent sees a clear paid or declined result and continues the conversation.
Customer experience
On voice, the customer keys their card into their own phone keypad, with tones masked so nothing is exposed to the agent or the recording. In chat, the customer taps a secure field or hosted link to pay. Either way the interaction stays inside the same Gladly conversation, so there is no clunky handoff to a separate page or callback.
Multi-PSP Support
Connect 40+ payment gateways, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square.
Bring your own gateway and keep your negotiated rates and existing merchant accounts.
Route per brand for multi-brand retailers, so each label settles to its own processor.
Route per client for agencies and BPOs running Gladly on behalf of several brands.
Switch or add processors later without re-integrating your contact centre.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest tier. Because card data never touches your agents, your Gladly environment, or your call recordings, Shuttle keeps cardholder data out of your PCI scope. For many brands this means qualifying for the lighter SAQ-A rather than the far heavier SAQ-D, which cuts audit cost and effort.
Beyond Voice: Payment Links
Not every payment needs an agent on the line. With Shuttle you can also send a hosted payment link over SMS, email, or chat from inside the Gladly conversation. The customer pays on a secure page, the result flows back to your records, and the same gateways and routing rules apply. This is useful for higher-value orders, deposits, or follow-ups after a call ends.
For Solution Providers and Gladly Implementation Partners
If you implement Gladly for retail and DTC clients, Shuttle is the payment layer you add to those rollouts, especially the voice path. Gladly has an integration and partner ecosystem, and voice capture is delivered through Gladly Professional Services, so payments are a natural part of an implementation scope.
Shuttle gives you a repeatable way to add PCI-compliant capture across voice and chat without building it per client. You can connect each client's preferred gateway from 40+ options, configure per-client routing, and keep card data out of scope by default. For agencies and SIs running Gladly across several brands, one payment layer with per-client routing is far simpler to support than stitching a separate processor integration into each engagement. Pricing is $0.20 per transaction with no setup, monthly, or per-seat fees, which makes the commercial model easy to pass through to clients.
Use Cases
Retail and DTC Order Taking
Complete or amend an order during a voice or chat conversation, with the card captured securely and routed to the right brand's processor.
Bill-Pay and Account Payments
Let customers settle balances or recurring charges over voice DTMF or a chat link without exposing card data to agents.
Bookings and Deposits
Take a deposit or booking payment in the conversation, then send a payment link for the balance later.
Customer Support Payments
Handle warranty fees, replacement charges, or upgrades inline, keeping the whole interaction in one Gladly thread.
FAQ
Does Gladly take payments? Yes. Gladly has native chat payments, where an agent can accept a card inside a messaging conversation with card data masked and not stored. For voice, Gladly offers payments through a third-party PCI Pal Agent Assist integration that masks DTMF, set up via Gladly Professional Services. Gladly states it is PCI DSS Level 2 compliant.
**What does Shuttle add?** One payment layer across both voice and chat, with true in-call DTMF capture, 40+ gateways and bring-your-own-gateway, per-brand and per-client routing, and PCI DSS Level 1 compliance.
Which payment gateways does Shuttle support? 40+, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square. You can keep your current processor and negotiated rates.
Can Shuttle handle outbound payments too? Yes. The same secure capture and payment links work on outbound calls and follow-ups, such as collections, renewals, or completing a deferred order.
**How much does it cost?** $0.20 per transaction, with no setup, monthly, or per-seat fees. You bring your own gateway and keep your processing rates.
Related Reading
Contact centre payments: the hub guide on taking secure payments across any contact centre platform.
Embedded payments for CCaaS: how payment capture fits into modern CCaaS stacks.
AI voice agent PCI payments: keeping payments compliant when AI agents handle calls.
Zendesk payments: the same multi-PSP approach applied to Zendesk.
Payments for CCaaS implementation partners: how SIs add a payment layer to contact centre rollouts.
Take Payments Across Voice and Chat in Gladly
Gladly gives you native chat payments and a PCI Pal voice path. If you want one multi-PSP layer that handles both voice and chat, with 40+ gateways and PCI DSS Level 1 compliance, Shuttle fits in cleanly.
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