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Software · head to head

Kayako vs Capacity

Kayako logo

Kayako

Software

Effortless customer service

From
$30/month
Rated
-
Full reviewWebsite
Capacity logo

Capacity

Software

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kayako the AI agent is billed at $1 per resolved ticket, so support cost scales with ticket volume rather than being a fixed subscription; Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • They diverge on capability: Kayako covers Unified inbox, Capacity covers AI chatbot.

Where they differ

Only the attributes on which Kayako and Capacity actually diverge.

Attributes where Kayako and Capacity differ
AttributeKayakoCapacity
Starting price$30/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Chat widgets, API
Founded20012016

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 Kayako

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

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Zendesk
  • ServiceNow
  • Mobile support
  • Chat widgets support

Both cover

  • Slack
  • Salesforce
  • Web support

What people use each for

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

Kayako

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

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

Where each one falls short

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

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

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

Pricing, plan by plan

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

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

Which should you pick?

Choose Kayako if

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

Choose Capacity if

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

Questions people ask

Is Kayako or Capacity better?
Neither clearly leads. Kayako starts at $30/month and Capacity at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Kayako or Capacity?
Kayako starts at $30/month and Capacity at On request.
Does Kayako or Capacity run on more platforms?
Kayako runs on Web, Ios, Android. Capacity runs on Web, Mobile, Chat widgets, API.
What is Kayako best used for?
Kayako is most often used for help desk ticketing with a unified inbox and knowledge base, resolving support tickets automatically with an ai agent. Of those, help desk ticketing with a unified inbox and knowledge base and resolving support tickets automatically with an ai agent are not what Capacity is typically brought in for.
What can Kayako do that Capacity cannot?
Kayako covers Unified inbox, Live chat, Help center, Customer journey. Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Both handle Slack, Salesforce, Web support.
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Related pages

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