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Live Chat & Chatbots · head to head

Capacity vs Front

Capacity logo

Capacity

Live Chat & Chatbots

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Front logo

Front

Customer Support

Where teams collaborate on customer communication

From
$25/month per seat
Rated
-
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; Front starter tier limited to single-channel support; omnichannel support requires Professional tier
  • They diverge on capability: Capacity covers AI chatbot, Front covers Shared inbox.

Where they differ

Only the attributes on which Capacity and Front actually diverge.

Attributes where Capacity and Front differ
AttributeCapacityFront
Starting priceOn request$25/month per seat
PlatformsWeb, Mobile, Chat widgets, APICloud-based SaaS
CategoryLive Chat & ChatbotsCustomer Support
Founded20162013

Identical on both: pricing model (subscription), 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
  • Zendesk
  • ServiceNow
  • Mobile support
  • Chat widgets support
  • API support

Only in Front

  • Shared inbox
  • Email collaboration
  • Omnichannel messaging
  • Workflows
  • Integrations
  • HubSpot
  • Asana
  • Jira

Both cover

  • Analytics
  • Salesforce
  • Slack
  • Web support

What people use each for

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

Capacity

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

Front

  • Multi-team customer support across email, chat, SMS channelsnot Capacity
  • Enterprises using AI to resolve complex multi-step customer requestsnot 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

Front

  • Starter tier limited to single-channel support; omnichannel support requires Professional tier
  • AI Copilot, Smart QA, and Smart CSAT are included only in Enterprise tier ($105/seat/month); available as add-ons at higher cost in lower tiers
  • Starter tier limited to 10 automation rules; Professional tier allows 20; unlimited rules only in Enterprise
  • Advanced analytics excluded from Starter tier

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

Front

$25/month per seat

No published plan breakdown. See the Front review.

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 Front if

  • You need shared inbox.
  • You work on Cloud-based SaaS.
  • You also want email collaboration.
Front review

Questions people ask

Is Capacity or Front better?
Neither clearly leads. Capacity starts at On request and Front at $25/month per seat, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Front?
Capacity starts at On request and Front at $25/month per seat.
Does Capacity or Front run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Front runs on Cloud-based SaaS.
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 Front is typically brought in for.
What can Capacity do that Front cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Zendesk. Front covers Shared inbox, Email collaboration, Omnichannel messaging, Workflows. Both handle Analytics, Salesforce, Slack, Web support.
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Related pages

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