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Software · head to head

Capacity vs Groove

Capacity logo

Capacity

Software

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Groove logo

Groove

Software

Simple, powerful support for growing businesses

From
$12/month
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; Groove billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • They diverge on capability: Capacity covers AI chatbot, Groove covers Shared inbox.

Where they differ

Only the attributes on which Capacity and Groove actually diverge.

Attributes where Capacity and Groove differ
AttributeCapacityGroove
Starting priceOn request$12/month
PlatformsWeb, Mobile, Chat widgets, APIWeb, Ios, Android
Founded20162011

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

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
  • Analytics
  • Zendesk
  • ServiceNow
  • Mobile support
  • Chat widgets support

Only in Groove

  • Shared inbox
  • Knowledge base
  • Live chat
  • Automation rules
  • Reporting
  • Collision detection
  • Zapier
  • Trello

Both cover

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

Groove

  • Shared inbox and help desk ticketing for small support teamsnot Capacity
  • Handling email, chat and messaging support in one queuenot 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

Groove

  • Billed per ticket at $1 rather than per agent, so support cost scales with how many customers get in touch
  • A minimum of 250 tickets a month applies, which is a $3,000 annual commitment before any usage
  • A quiet month still pays the 250 ticket floor
  • No mailbox limit is published

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

Groove

$12/month
  • Standard$12/month
    • 1 mailbox
    • Knowledge base
    • Live chat
  • Plus$20/month
    • 5 mailboxes
    • Full reporting
    • Rules
  • Pro$35/month
    • 25 mailboxes
    • Salesforce
    • Enterprise SSO

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 Groove if

  • You need shared inbox.
  • You work on Web, Ios, Android.
  • You also want knowledge base.
Groove review

Questions people ask

Is Capacity or Groove better?
Neither clearly leads. Capacity starts at On request and Groove at $12/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Groove?
Capacity starts at On request and Groove at $12/month.
Does Capacity or Groove run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Groove runs on Web, Ios, Android.
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 Groove is typically brought in for.
What can Capacity do that Groove cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Groove covers Shared inbox, Knowledge base, Live chat, Automation rules. Both handle Salesforce, Slack, Web support.
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Related pages

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