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Customer Support · head to head

Level AI vs Scratchpad

Level AI logo

Level AI

Customer Support

AI quality assurance and agent assist for mid-market and enterprise contact centres

From
On request
Free plan
No
Full reviewWebsite
Scratchpad logo

Scratchpad

CRM

Faster workspace over Salesforce for sales reps to update pipeline, take notes and manage deals

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Scratchpad has a free tier, so it costs nothing to try first.
  • Each has a real cost: Level AI pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.; Scratchpad scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • They diverge on capability: Level AI covers Automated QA scoring, Scratchpad covers Spreadsheet pipeline views.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Level AI and Scratchpad actually diverge.

Attributes where Level AI and Scratchpad differ
AttributeLevel AIScratchpad
Starting priceOn requestFree
Pricing modelquotePer user per month
Free tierNoYes
PlatformsWebWeb, Chrome extension
CategoryCustomer SupportCRM

Identical on both: 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 Level AI

  • Automated QA scoring
  • Semantic intent search
  • Agent assist
  • Coaching workflows
  • Custom scorecards
  • Voice of customer analytics
  • Dispute and calibration
  • CCaaS integrations

Only in Scratchpad

  • Spreadsheet pipeline views
  • Call recorder and notetaker
  • AI field updates
  • Deal and account agent
  • Hygiene monitor
  • Notes linked to records
  • Custom prompts
  • Kanban and forecast views

What people use each for

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

Level AI

  • A 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding QA headcountnot Scratchpad
  • A regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a samplenot Scratchpad
  • A support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contactsnot Scratchpad
  • A CX team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactionsnot Scratchpad

Scratchpad

  • A 60-rep Salesforce team whose forecast is unreliable because opportunity fields are updated once a week in a panic before the pipeline callnot Level AI
  • A rep who wants to update twenty opportunities in a grid rather than opening twenty Salesforce recordsnot Level AI
  • A sales manager wanting stale and incomplete pipeline records flagged automatically instead of chased by emailnot Level AI
  • A revenue operations lead trialling AI notetaking that writes back to CRM fields before committing budget, using the free tiernot Level AI

Where each one falls short

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

Level AI

  • Pricing combines a per-agent fee, a platform licence and usage-based components, so the number quoted per agent is not the number you pay and budgets set from a per-seat figure alone come in short.
  • Integration to each contact centre or CRM system is charged as a separate implementation fee, which means a team running voice on one platform and chat on another pays twice before a single interaction is scored.
  • The unit economics do not work below roughly a hundred agents; smaller teams get quoted enterprise minimums that cost more than the QA analyst they were trying to avoid hiring.
  • Automated scores are only as good as the scorecard behind them, and the calibration work to get semantic questions scoring consistently falls on your QA team over several weeks before anyone trusts the output.
  • Transcription and semantic accuracy degrade on heavily accented speech, poor telephony audio and languages outside the main supported set, so multilingual operations often end up running manual QA in parallel for some queues anyway.

Scratchpad

  • Scratchpad works with Salesforce and nothing else, with no HubSpot support, so it is off the shortlist entirely for any company on a different CRM regardless of how good the interface is.
  • AI credits are metered per user per month at 400 on Solo and 800 on Team, which means heavy notetaking use pushes teams towards Enterprise for capacity rather than for features.
  • There is no proper native mobile application, so representatives who wanted to update records from a car park between meetings are back in a mobile browser.
  • Sync with Salesforce and call processing can lag, and a pipeline view showing yesterday state during a forecast call undermines the exact meeting the tool was bought to improve.
  • It creates a second notes surface alongside native Salesforce notes, so organisations end up with deal history split across two places unless they explicitly ban one of them.

Pricing, plan by plan

Level AI

On request
  • Level AI$undefined/year
    • Automated QA on all interactions
    • Custom scorecards
    • Semantic search

Scratchpad

Free
  • FreeFree
    • Workspace limited to 3 views
    • 10 hours a month of call recording and notetaking
    • AI field updates
  • Solo$19/month
    • Unlimited views with sheets and notes
    • Call recorder and notetaker
    • AI field updates
  • Team$49/month
    • Everything in Solo
    • 800 AI credits per user per month
    • Gong integration
  • Enterprise$undefined/month
    • Unlimited AI credits
    • White-glove agent services included
    • Enterprise security and administration

Which should you pick?

Choose Level AI if

  • You need automated qa scoring.
  • You also want semantic intent search.
Level AI review

Choose Scratchpad if

  • You need spreadsheet pipeline views.
  • You want to start without paying.
  • You work on Web, Chrome extension.
  • You also want call recorder and notetaker.
Scratchpad review

Questions people ask

Is Level AI or Scratchpad better?
Neither clearly leads. Level AI starts at On request and Scratchpad at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Level AI or Scratchpad?
Scratchpad has a free tier; the other does not. Paid plans start at On request for Level AI and Free for Scratchpad.
Does Level AI or Scratchpad run on more platforms?
Level AI runs on Web. Scratchpad runs on Web, Chrome extension.
Can I use Scratchpad for free?
Yes. Scratchpad has a free tier, so you can try it without paying. Level AI starts at On request.
What is Level AI best used for?
Level AI is most often used for a 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding qa headcount, a regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a sample, a support operation onboarding a new outsourced site and needing week-one visibility into how the vendor agents actually handle contacts, a cx team trying to work out why average handle time rose 20 per cent by clustering contact drivers across a quarter of interactions. Of those, a 400-seat support organisation reviewing 2 per cent of calls manually and wanting compliance coverage across the whole volume without adding qa headcount and a regulated financial services contact centre that must evidence disclosure wording on every recorded call rather than on a sample are not what Scratchpad is typically brought in for.
What can Level AI do that Scratchpad cannot?
Level AI covers Automated QA scoring, Semantic intent search, Agent assist, Coaching workflows. Scratchpad covers Spreadsheet pipeline views, Call recorder and notetaker, AI field updates, Deal and account agent.

Answered from the vendors’ own pages

Level AI: Does Level AI publish pricing?

No. Quotes are built per deployment from agent count, channel mix and product modules, and integration fees are added on top.

Scratchpad: Does Scratchpad work with HubSpot?

No. It is Salesforce-only.

Level AI: Can it replace our QA analysts?

It replaces the sampling and scoring work, not the judgement. Teams typically keep analysts for calibration, disputes and coaching design.

Scratchpad: Is the free plan usable in production?

Yes for an individual: full workspace with three views, 10 hours of recording and 100 AI credits a month. Teams outgrow it on views and credits.

Level AI: Does it work without a cloud contact centre platform?

It needs recordings and metadata from somewhere. If your telephony does not expose those through an integration or API, this is not a fit.

Scratchpad: Does it replace Salesforce licences?

No. Every user still needs their own Salesforce licence; Scratchpad is an interface on top.

Level AI: How long does implementation take?

Expect weeks, not days. Connecting systems is quick; getting scorecards calibrated to the point where team leaders act on the scores takes longer.

Scratchpad: What are AI credits spent on?

Notetaking, summarisation, field update suggestions and agent queries. Enterprise removes the cap.

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