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Software · head to head

Capacity vs Kayako

Capacity logo

Capacity

Software

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Kayako logo

Kayako

Software

Effortless customer service

From
$30/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; Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • They diverge on capability: Capacity covers AI chatbot, Kayako covers Unified inbox.

Where they differ

Only the attributes on which Capacity and Kayako actually diverge.

Attributes where Capacity and Kayako differ
AttributeCapacityKayako
Starting priceOn request$30/month
PlatformsWeb, Mobile, Chat widgets, APIWeb, Ios, Android
Founded20162001

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 Kayako

  • Unified inbox
  • Live chat
  • Help center
  • Customer journey
  • Automation
  • Reporting
  • Zapier
  • Stripe

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

Kayako

  • Help desk ticketing with a unified inbox and knowledge basenot Capacity
  • Resolving support tickets automatically with an AI agentnot 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

Kayako

  • The AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription
  • A resolution counts when the AI solves the issue without human involvement, so the definition of a billable event is set by the vendor's own system
  • No per agent monthly price is published for the full Kayako One platform
  • Full platform pricing requires talking to an expert

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

Kayako

$30/month
  • Inbox$30/month
    • Email & live chat
    • Help center
    • Basic automation
  • Growth$60/month
    • Everything in Inbox
    • Customer journey
    • SLA management
  • Scale$100/month
    • Everything in Growth
    • Advanced reporting
    • Custom roles

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 Kayako if

  • You need unified inbox.
  • You work on Web, Ios, Android.
  • You also want live chat.
Kayako review

Questions people ask

Is Capacity or Kayako better?
Neither clearly leads. Capacity starts at On request and Kayako at $30/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Kayako?
Capacity starts at On request and Kayako at $30/month.
Does Capacity or Kayako run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Kayako 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 Kayako is typically brought in for.
What can Capacity do that Kayako cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Kayako covers Unified inbox, Live chat, Help center, Customer journey. Both handle Salesforce, Slack, Web support.
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Related pages

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