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Capacity vs Document360

Capacity logo

Capacity

Live Chat

AI-powered customer service automation platform

From
On request
Free plan
No
Full reviewWebsite
Document360 logo

Document360

Customer Support

Self-service knowledge base software for product documentation

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Document360 no published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • They diverge on capability: Capacity covers AI chatbot, Document360 covers Category Manager.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Capacity and Document360 actually diverge.

Attributes where Capacity and Document360 differ
AttributeCapacityDocument360
Pricing modelsubscriptionquote
PlatformsWeb, Mobile, Chat widgets, APIweb
CategoryLive ChatCustomer Support
Founded2016Unknown

Identical on both: starting price (On request), free tier (No), 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 Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Salesforce
  • Zendesk
  • Slack
  • ServiceNow
  • Web support

Only in Document360

  • Category Manager
  • Eddy AI
  • Article Revision History
  • SSO & Role-Based Access
  • Multi-language Support
  • API Documentation Tools

Both cover

  • Analytics

What people use each for

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

Capacity

  • Knowledge base and helpdesk deflectionnot Document360
  • AI agents answering across chat, voice, email and SMSnot Document360
  • Real-time assistance for human agents on a callnot Document360
  • Automating multi-step support workflowsnot Document360
  • Regulated support environments needing the HIPAA packagenot Document360

Document360

  • Product and API documentationnot Capacity
  • Internal knowledge managementnot Capacity
  • Customer self-service supportnot Capacity
  • Multi-language documentation portalsnot Capacity

Where each one falls short

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

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Document360

  • No published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • Requires a sales quote process rather than instant self-service signup for paid plans.
  • Advanced AI features are usage-metered and may require additional purchases.
  • Smaller teams may find the enterprise-oriented feature set more complex than needed.

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Document360

On request
  • Custom$undefined/month
    • Team accounts
    • Workspaces
    • Languages

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Document360 if

  • You need category manager.
  • You work on web.
  • You also want eddy ai.
Document360 review

Questions people ask

Is Capacity or Document360 better?
Neither clearly leads. Capacity starts at On request and Document360 at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Document360?
Capacity starts at On request and Document360 at On request.
Does Capacity or Document360 run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Document360 runs on web.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Document360 is typically brought in for.
What can Capacity do that Document360 cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Salesforce. Document360 covers Category Manager, Eddy AI, Article Revision History, SSO & Role-Based Access. Both handle Analytics.

Answered from the vendors’ own pages

Capacity: How much does Capacity cost?

Capacity does not publish pricing on their website. The company uses a tiered platform model with usage-based add-ons, stating customers pay a platform fee plus usage-based pricing for AI Agents. Interested customers must contact their sales team or use the ROI calculator for custom quotes.

Source
Document360: How is Document360 pricing determined?

Pricing is customized rather than tiered flat-rate, based on team accounts, workspaces, languages, SSO/security needs, knowledge base privacy model, and AI Suite usage.

Source
Capacity: What is Capacity's pricing model?

Capacity charges a platform fee for three tiers (Core, Pro, Enterprise) plus usage-based fees for Chat Agents (per response), Voice Agents (per minute), Email Agents (per response), SMS Agents (per message), and Agent Assist features (per hour of agent time).

Source
Document360: Is there a free trial?

Yes, Document360 offers a 14-day free trial with full feature access and no credit card required.

Source
Capacity: What are Capacity's available tiers?

Capacity offers Core tier (essential tools to launch AI support), Pro tier (most popular, with live chat and conversation intelligence), and Enterprise tier (full suite with advanced compliance, HIPAA compliance available). Pricing requires contacting sales.

Source
Document360: What compliance and security features are included?

All plans include SOC 2 Type II compliance, SSL encryption, and security features such as roles, permissions, and SSO.

Source
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