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Customer Support · head to head

Gladly vs Microsoft Bot Framework

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Free plan
No
Full reviewWebsite
Microsoft Bot Framework logo

Microsoft Bot Framework

Live Chat

Microsoft's framework for building intelligent bots

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Microsoft Bot Framework has a free tier, so it costs nothing to try first.
  • Each has a real cost: Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers; Microsoft Bot Framework no pricing information published on official product pages
  • They diverge on capability: Gladly covers Lifelong conversation, Microsoft Bot Framework covers Bot Builder.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Gladly and Microsoft Bot Framework actually diverge.

Attributes where Gladly and Microsoft Bot Framework differ
AttributeGladlyMicrosoft Bot Framework
Starting price$180/monthFree
Pricing modelsubscriptionfreemium
Free tierNoYes
PlatformsWeb, Ios, AndroidWeb, Mobile, Messaging apps, Voice
CategoryCustomer SupportLive Chat
Founded20141975

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

Only in Microsoft Bot Framework

  • Bot Builder
  • Language Understanding (LUIS)
  • QnA Maker
  • Multi-channel support
  • Teams
  • Slack
  • Facebook
  • Telegram

Both cover

  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Gladly

  • Customer service built around a single customer record rather than ticketsnot Microsoft Bot Framework
  • Handling support conversations across voice, messaging and emailnot Microsoft Bot Framework

Microsoft Bot Framework

  • Chatbot development and deploymentnot Gladly
  • Conversational AI applicationsnot Gladly
  • Microsoft Teams bot integrationnot Gladly
  • Multi-channel bot deploymentnot Gladly

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Microsoft Bot Framework

  • No pricing information published on official product pages
  • Pricing likely depends on underlying Azure services used
  • Customers directed to Azure pricing calculator for cost estimation

Pricing, plan by plan

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Microsoft Bot Framework

Free
  • FreeFree
    • Bot Framework SDK
    • Azure Bot Service basic
  • Standard$0.5/month
    • Advanced connectors
    • Premium support
  • Premium$undefined/month
    • Enterprise features
    • Dedicated support

Which should you pick?

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Choose Microsoft Bot Framework if

  • You need bot builder.
  • You want to start without paying.
  • You work on Web, Mobile, Messaging apps, Voice.
  • You also want language understanding (luis).
Microsoft Bot Framework review

Questions people ask

Is Gladly or Microsoft Bot Framework better?
Neither clearly leads. Gladly starts at $180/month and Microsoft Bot Framework at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or Microsoft Bot Framework?
Microsoft Bot Framework has a free tier; the other does not. Paid plans start at $180/month for Gladly and Free for Microsoft Bot Framework.
Does Gladly or Microsoft Bot Framework run on more platforms?
Gladly runs on Web, Ios, Android. Microsoft Bot Framework runs on Web, Mobile, Messaging apps, Voice.
Can I use Microsoft Bot Framework for free?
Yes. Microsoft Bot Framework has a free tier, so you can try it without paying. Gladly starts at $180/month.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what Microsoft Bot Framework is typically brought in for.
What can Gladly do that Microsoft Bot Framework cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Microsoft Bot Framework covers Bot Builder, Language Understanding (LUIS), QnA Maker, Multi-channel support. Both handle Web support.

Answered from the vendors’ own pages

Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
Microsoft Bot Framework: How much does Microsoft Bot Framework cost?

Microsoft Bot Framework itself has no published pricing. Costs depend on the Azure services used to host and run bots, which are billed through Azure consumption-based pricing for compute, storage, and other resources required.

Source
Microsoft Bot Framework: How do I estimate Microsoft Bot Framework costs?

Use the Azure Pricing Calculator to estimate costs based on your bot's compute, storage, and messaging requirements. Costs scale based on bot traffic, deployment region, and storage needs for conversation data.

Source
Microsoft Bot Framework: Are there any free tiers for Microsoft Bot Framework?

Microsoft Bot Framework itself is free to develop and deploy, but hosting and operating bots incurs Azure service costs that vary based on usage patterns and selected Azure services.

Source
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