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 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, and this guide explains exactly what that involves today.
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 third-party 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 vendor agreement and a Gladly Professional Services implementation.
So the honest picture is: Gladly has solid native chat payments, a third-party 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 secure in-call capture for voice, where the customer keys the card on their phone in a certified call and the digits never reach the agent or your call recording.
You want PSP breadth. Shuttle connects 30+ 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 Payments to Gladly
Shuttle adds PCI-compliant card capture to your Gladly payment flows. When the customer is ready to pay, the card is captured inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your Gladly recordings, transcription, or your agents. Shuttle customers already take payments this way on Gladly-based operations today.
The setup is light. It runs on Twilio Pay, so you need to be a Twilio customer, and you build a small integration on your side. Shuttle ships the secure PCI capture, payment links, IVR, and the payment APIs; what it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call wired for Gladly specifically. So the part you build is small: pass the payment amount to Shuttle through its API (the minimum data we need), connect the secure capture into your Gladly call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Gladly have already built exactly this. If that fits, book a call and we will scope your exact setup. There is practical detail in the "What to Expect" section further down.
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 capture happens in a certified Twilio Pay call, and the screen shows progress and a masked confirmation, never the full number. In chat, the agent sends a secure payment link 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 in the secure call, so nothing is exposed to the agent or the recording. In chat, the customer taps a secure hosted link to pay. Either way the interaction stays within the same Gladly conversation, so there is no clunky handoff.
Multi-PSP Support
Connect 30+ 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; gateway choice is configuration. One caveat for voice specifically: a few gateways (for example Braintree) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
PCI Compliance
Shuttle is a PCI DSS Level 1 certified Service Provider, the highest tier. Because the card is captured in the secure Twilio Pay call and 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. Full compliance documentation is in the security docs.
Beyond Voice: Payment Links
Not every payment needs an agent on the line, and payment links are the most turnkey path. With Shuttle you can send a hosted payment link over SMS, email, or chat from inside the Gladly conversation, including mid-call. The customer pays on a secure page, the result flows back to your records, and the same gateways and routing rules apply. Links work even with gateways that do not support voice capture. This is useful for higher-value orders, deposits, or follow-ups after a call ends. See the Payment Links docs.
For Solution Providers and Gladly Implementation Partners
If you implement Gladly for retail and DTC clients, Shuttle is the certified payment capture you add to those rollouts via Twilio, especially the voice path. Gladly has an integration and partner ecosystem, and voice capture is typically 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. You build the agent-side interface against Shuttle's APIs once and reuse it across clients, 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. A native Gladly integration is available as a paid project. Pricing is $0.20 per successful 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 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Gladly plugin. Here is the honest detail so there are no surprises on the call:
It runs on Twilio Pay today. Shuttle's voice capture uses Twilio Pay, where Shuttle is the certified payment connector, so you need to be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is on our roadmap for later in 2026.
You build a small integration, not a payment system. Shuttle ships the secure PCI capture, IVR, payment links, and payment APIs. What it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call for Gladly specifically. So you build that minimal glue: pass the amount to Shuttle via its API (the minimum data we need), connect the capture into your Gladly call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Gladly have already done it.
A native Gladly integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
Point-of-payment capture is what is live. Securely capturing the card at the moment of payment works today. Shuttle staying present across the entire conversation, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
Payment links are the most turnkey path and need the least build. Many teams start there and add voice capture later.
FAQ
Does Shuttle have a native Gladly integration? Not today. Shuttle's voice capture runs on Twilio Pay (we're Twilio's preferred payments partner), and you invoke that setup rather than installing a Shuttle app in Gladly. You'll need to be a Twilio customer and to build a small integration on your side (pass the amount to Shuttle's API and wire the secure capture into your call flow over Twilio), which customers running Gladly have already done. We can build a native Gladly integration as a paid project if you'd rather not build it yourself, and a carrier-agnostic version is on our roadmap.
Does this require Twilio? Yes, today, for voice. The secure card capture runs via Twilio Pay, where Shuttle is the certified payment connector. Payment links do not require Twilio. The carrier-agnostic version is on our roadmap for later in 2026.
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 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 secure in-call capture via Twilio, 30+ 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, and switching gateways later is configuration, not re-integration.
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 successful transaction for voice, with no setup, monthly, or per-seat fees. Payment links are currently free. 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 third-party voice path. If you want one multi-PSP layer that handles both voice and chat via Twilio, with 30+ gateways and PCI DSS Level 1 compliance, Shuttle fits in cleanly. We'll walk you through what's live today and the path for your setup.
See Payment Services | Book a discovery call