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Capacity vs Microsoft Dynamics 365 Chat

Capacity logo

Capacity

Live Chat

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
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; Microsoft Dynamics 365 Chat specific pricing not disclosed on product page
  • They diverge on capability: Capacity covers AI chatbot, Microsoft Dynamics 365 Chat covers Omnichannel messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Capacity and Microsoft Dynamics 365 Chat actually diverge.

Attributes where Capacity and Microsoft Dynamics 365 Chat differ
AttributeCapacityMicrosoft Dynamics 365 Chat
PlatformsWeb, Mobile, Chat widgets, APIWeb, Mobile app, IOS, Android
Founded20161975

Identical on both: starting price (On request), pricing model (subscription), free tier (No), user rating (Not yet rated), category (Live Chat).

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
  • Salesforce
  • Zendesk
  • Slack
  • ServiceNow

Only in Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Live chat
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI

Both cover

  • Web support

What people use each for

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

Capacity

  • Knowledge base and helpdesk deflectionnot Microsoft Dynamics 365 Chat
  • AI agents answering across chat, voice, email and SMSnot Microsoft Dynamics 365 Chat
  • Real-time assistance for human agents on a callnot Microsoft Dynamics 365 Chat
  • Automating multi-step support workflowsnot Microsoft Dynamics 365 Chat
  • Regulated support environments needing the HIPAA packagenot Microsoft Dynamics 365 Chat

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Capacity
  • Multi-channel customer engagementnot Capacity
  • AI-powered customer conversationsnot Capacity
  • Enterprise customer service automationnot 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

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

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

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

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 Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want live chat.
Microsoft Dynamics 365 Chat review

Questions people ask

Is Capacity or Microsoft Dynamics 365 Chat better?
Neither clearly leads. Capacity starts at On request and Microsoft Dynamics 365 Chat at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Microsoft Dynamics 365 Chat?
Capacity starts at On request and Microsoft Dynamics 365 Chat at On request.
Does Capacity or Microsoft Dynamics 365 Chat run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Microsoft Dynamics 365 Chat runs on Web, Mobile app, 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 Microsoft Dynamics 365 Chat is typically brought in for.
What can Capacity do that Microsoft Dynamics 365 Chat cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration. Both handle Web support.

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
Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

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
Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

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
Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
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