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Live Chat & Chatbots · head to head

Zendesk Chat vs Capacity

Zendesk Chat logo

Zendesk Chat

Live Chat & Chatbots

Live chat software from Zendesk

From
$49/month
Rated
-
Full reviewWebsite
Capacity logo

Capacity

Live Chat & Chatbots

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Zendesk Chat messaging and live chat require at least the Suite Team plan at $55/agent/month paid yearly; the base Support Team plan at $19/agent/month does not include chat at all; Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • They diverge on capability: Zendesk Chat covers Web messaging, Capacity covers AI chatbot.

Where they differ

Only the attributes on which Zendesk Chat and Capacity actually diverge.

Attributes where Zendesk Chat and Capacity differ
AttributeZendesk ChatCapacity
Starting price$49/monthOn request
PlatformsWeb, Ios, AndroidWeb, Mobile, Chat widgets, API
Founded20072016

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

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 Zendesk Chat

  • Web messaging
  • Mobile messaging
  • Chatbots
  • Proactive chat
  • Triggers
  • Zendesk Support
  • Shopify
  • WordPress

Only in Capacity

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

Both cover

  • Analytics
  • Salesforce
  • Web support

What people use each for

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

Zendesk Chat

  • Support teams wanting live chat bundled with ticketing rather than a standalone chat widgetnot Capacity

Capacity

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

Where each one falls short

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

Zendesk Chat

  • Messaging and live chat require at least the Suite Team plan at $55/agent/month paid yearly; the base Support Team plan at $19/agent/month does not include chat at all
  • Enterprise-grade chat features (Admin Copilot, skills-based routing) require Suite Professional at $115/agent/month or higher

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

Zendesk Chat

$49/month
  • Suite Team$49/month
    • Messaging
    • Help center
    • Basic bots
  • Suite Growth$79/month
    • Team + Multiple brands
    • Custom fields
  • Suite Professional$99/month
    • Growth + AI
    • Custom analytics

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 Zendesk Chat if

  • You need web messaging.
  • You work on Web, Ios, Android.
  • You also want mobile messaging.
Zendesk Chat 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 Zendesk Chat or Capacity better?
Neither clearly leads. Zendesk Chat starts at $49/month and Capacity at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Zendesk Chat or Capacity?
Zendesk Chat starts at $49/month and Capacity at On request.
Does Zendesk Chat or Capacity run on more platforms?
Zendesk Chat runs on Web, Ios, Android. Capacity runs on Web, Mobile, Chat widgets, API.
What is Zendesk Chat best used for?
Zendesk Chat is most often used for support teams wanting live chat bundled with ticketing rather than a standalone chat widget. Of those, support teams wanting live chat bundled with ticketing rather than a standalone chat widget is not what Capacity is typically brought in for.
What can Zendesk Chat do that Capacity cannot?
Zendesk Chat covers Web messaging, Mobile messaging, Chatbots, Proactive chat. Capacity covers AI chatbot, Knowledge management, Multi-channel support, Zendesk. Both handle Analytics, Salesforce, Web support.
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Related pages

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