Discover Thinkowl - the AI-powered HelpdeskCompare Plan Features

    monthly
    yearly
    Collapse all
    Free
    $
    0
    max 5 users
    Free trial
    Standard
    $
    42
    Free trial
    Professional
    $
    99
    Free trial
    Enterprise
    $
    149
    Free trial
    Enterprise+
    $
    199
    Free trial

    Add-Ons

    AI Assistant (enables AI capabilities) - per user per month
    1
    2
    -
    $ 25
    $ 25 for full AI features, incl. Dispatcher AI

    Event broker - base price of $199 + tiered price / user / month: $ 29 (users 1-20) + $ 19 (21-50) + $ 9 (51+)
    16
    -
    -
    $ 3
    $ 3
     

    Additional ThinkOwl Desk - per account per month
    15
    -
    -
    -
    $ 399
    $ 399

    Business Process Management - per user per month
    11
    15
    -
    -
    $ 25

    Mail Server Enablement - per user per month

    -
    -
    $ 201215

    WhatsApp - per number per month (Beta)
    13
    -
    -
    $ 199
    $ 199
    $ 199

    WhatsApp messages (Beta)
    13
    -
    -
    Contact us
    Contact us
    Contact us

    On-Demand AI Training Cycle 10-Pack - for classification and data extraction
    8
    15
    -
    $ 490
    $ 490
    $ 490
    $ 490

    Conversations Template - per extra template per month
    15
    -
    $ 49
    $ 49
    $ 49
    $ 49

    Conversations Module - per extra module per month
    15
    -
    $ 49
    $ 49
    $ 49
    $ 49

    Conversations Identification
    15
    -
    Contact us
    Contact us
    Contact us
    Contact us

    Conversations Digital Signature
    15
    -
    Contact us
    Contact us
    Contact us
    Contact us

    Conversations Secure Document Transfer
    15
    -
    Contact us
    Contact us
    Contact us
    Contact us

    Account

    ThinkOwl desks in one account

    1

    1

    1

    1

    5

    Manage users

    5 / account

    User alias name to avoid exposing real user names to customers

    Manage case editing permission per user

    Manage case viewing permission per user

    -
    -
    -

    Manage groups

    5 / account
    500 / account
    500 / account
    500 / account
    500 / account

    Standard user roles

    Custom user roles

    -
    -
    -
    25 / account
    25 / account

    Light agents
    14
    15
    -
    10 / account
    100 / account
    250 / account
    500 / account

    Light supervisor
    14
    15
    -
    -
    1 per paid user
    1 per paid user
    1 per paid user

    Channels

    Manual case (phone)

    Email

    Maximum incoming message size (ThinkOwl email address)

    5 MB

    10 MB

    15 MB

    15 MB

    15 MB

    Maximum incoming message size (Own email server)
    15
    -
    -
    30 MB - $
    (Requires Mail Server Enablement Add-on)12
    30 MB
    50 MB

    Maximum outgoing message size
    6
    5 MB
    10 MB
    10 MB
    10 MB
    10 MB

    Maximum outgoing message size (Own email server)
    15
    -
    -
    30 MB - $
    (Requires Mail Server Enablement Add-on)12
    30 MB
    30 MB

    ThinkOwl support email address

    1 / desk
    50 / desk
    50 / desk
    50 / desk
    50 / desk

    Send email on behalf of custom domains

    -
    10 / desk
    10 / desk
    10 / desk
    10 / desk

    Connect with own incoming mail server

    -
    -
    $
    (Requires Mail Server Enablement Add-on)12
    10 / desk
    10 / desk

    Connect with own outgoing mail server

    -
    -
    $
    (Requires Mail Server Enablement Add-on)12
    10 / desk
    10 / desk

    Letter (document)

    -
    -
    -

    Import from Box account

    -
    -
    -
    50 / desk
    50 / desk

    Chat

    -

    Create case from chat

    -

    Text chat

    -

    Conduct multiple visitor chats in parallel

    -

    Internal chat (agent to agent)

    -

    Customizable chat themes

    -
    5 / desk
    5 / desk
    5 / desk
    5 / desk

    Agent chat view as popup widget

    -

    Agent chat view as tab

    -

    Audio chat

    -
    -

    Video chat

    -
    -
    -

    Browser sharing

    -
    -
    -

    Screen sharing
    7
    -
    -
    -

    PIN code for dedicated chat session with specific customer

    -
    -
    -

    Chat triggers for automated visitor invitations

    -
    -
    50 / desk
    50 / desk
    50 / desk

    Create case from chat

    -

    Remove ThinkOwl branding
    15
    -
    -
    -

    Facebook

    Facebook page connections

    1 / desk
    5 / desk
    5 / desk
    5 / desk
    5 / desk

    Handle public Wall posts from Facebook pages (Beta)

    Handle private messages from Facebook pages

    -

    WhatsApp (Beta)
    15
    -
    -
    $
    (Requires WhatsApp Add-ons)
    $
    (Requires WhatsApp Add-ons)
    $
    (Requires WhatsApp Add-ons)

    Instagram
    15
    -
    5 / desk
    5 / desk
    5 / desk
    5 / desk

    Self-Service Portal / Customer Portal

    -
    -

    View progress on personal cases

    -
    -

    View knowledge documents, articles, and FAQ

    -
    -

    Create new requests

    -
    -

    Customizable portal themes

    -
    -
    3 / desk
    3 / desk
    3 / desk

    ThinkOwl Conversations

    -

    Conversation templates

    -
    -
    10 / desk
    10 / desk
    10 / desk

    Conversation modules

    -
    -
    10 / desk
    10 / desk
    10 / desk

    Productivity Tools

    Categories

    500 / Desk
    500 / Desk
    500 / Desk
    500 / Desk
    500 / Desk

    Regular categories

    Intelligent categories (for AI-based categorization based on message content)

    -
    $
    50 / 500 per desk
    (Requires AI Assistant Add-on)
    $
    50 / 500 per desk
    100 / 500 per desk
    100 / 500 per desk

    Dispatcher rules (decide what happens when a new case is created)

    -
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)

    Event triggers (decide what happens when a case change event occurs)

    -

    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)

    Scenarios (perform a series of actions on-demand)

    -
    250 / desk
    (50 actions each)
    250 / desk
    (50 actions each)
    250 / desk
    (50 actions each)
    250 / desk
    (50 actions each)

    Supervisor rules (time-based automation)

    -
    -
    -
    30 / desk
    (50 conditions + 50 actions actions each)
    30 / desk
    (50 conditions + 50 actions actions each)

    SLA policies with 50 conditions each

    -
    100 / desk
    100 / desk
    100 / desk
    100 / desk

    Schedules (business hours)

    -
    100 / desk
    100 / desk
    100 / desk
    100 / desk

    Business processes (BPMN)

    -
    -
    $
    50 / desk
    (Requires Business Process Management Add-on)11
    50 / desk
    50 / desk

    Tasks

    -

    Task list

    -

    Create quick manual tasks in case view

    -
    -

    Case task templates

    -
    -
    -
    250 / desk
    (total for both task template types)
    250 / desk
    (total for both task template types)

    Approval task templates

    -
    -
    -
    250 / desk
    (total for both task template types)
    250 / desk
    (total for both task template types)

    Automatically execute system tasks via business processes

    -
    -
    -

    Automatically assign user tasks via business processes

    -
    -
    -

    Incident management

    -
    -

    Causes

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Solutions

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Tags

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Types

    -
    -

    100 / desk
    100 / desk
    100 / desk

    Symptoms
    15
    -
    -
    -
    100 / desk
    100 / desk

    Incident approval workflow

    -
    -
    -
    -

    Security

    Standard password policy

    Advanced password policy (custom)

    -
    -

    Two-factor user authentication

    -
    -

    SSO with SAML support (Identity provider)

    -
    -
    -

    SSO with Google

    -
    -
    -

    Sandbox
    15
    -
    -
    -
    -
    1 / account

    Audit log

    -
    -
    -
    -

    Content Tools

    Smart responses

    100 / desk
    5,000 / desk
    5,000 / desk
    5,000 / desk
    5,000 / desk

    Email message templates

    -
    -
    100 / desk
    100 / desk
    100 / desk

    Keywords

    1000 / desk
    1,000 / desk
    1,000 / desk
    1,000 / desk
    1,000 / desk

    Custom fields

    20 / desk
    500 / desk
    500 / desk
    500 / desk
    500 / desk

    Conditional case fields

    -
    -

    Intelligent case fields per desk

    -
    $
    25 / 500 custom fields
    (Requires AI Assistant Add-on)8
    $
    25 / 500 custom fields
    (Requires AI Assistant Add-on)8
    50 / 500 custom fields
    50 / 500 custom fields

    Case forms

    -
    500 / desk
    500 / desk
    500 / desk
    500 / desk

    Process forms - used in BPMN processes

    -
    -
    $
    500 / desk
    (Requires Business Process Management Add-on)8
    500 / desk
    500 / desk

    Satisfaction surveys (Beta)

    -
    -
    100 / desk
    100 / desk
    100 / desk

    2, 3 and 5 point scale

    -
    -

    7-, 10-point scale with Promoter Score

    -
    -
    -

    Brands
    15
    -
    250 / desk
    250 / desk
    250 / desk
    250 / desk

    Case Handling

    Multi-channel inbox with multiple filters and sorting options

    Preview case message in inbox

    Edit case attributes without needing to open a case

    Work on several cases in parallel using tabs

    Agent collision detection

    Automatic incoming message language detection

    Overview of cases from same customer

    Public and private case comments

    Placeholders to insert dynamic case content into messages, message templates

    Liquid template language support to insert other dynamic content into messages and message templates

    Search for canned responses and knowledge content in case view

    Merge cases

    Move message to a new or different case (split case) (Beta)

    -
    -

    Guided mode - push cases to agents

    -
    -
    Standard
    Intelligent (AI based)
    Intelligent (AI based)

    Mark case (message) as complaint

    -
    -

    Forward message for external interactions

    -
    -

    Automatic time tracking

    -
    -

    Manual time tracking

    -
    -
    -

    Provider management
    15
    -
    -
    -
    -

    Total amount of ThinkOwl data storage per account - based on paid users
    5
    10 MB
    50 MB
    100 MB
    150 MB
    200 MB

    Total amount of ThinkOwl file storage per account - based on paid users
    5
    500 MB
    2 GB
    5 GB
    5 GB
    10 GB

    Contact Management

    Manage private persons and organizations

    Merge contacts
    15
    -

    Custom contact forms (Beta)

    -
    -
    -
    -
    1 form / desk each for persons and companies

    Custom contact fields (Beta)

    -
    -
    -
    -
    50 / desk

    Knowledge

    Content for users during case handling

    Content for customers from ThinkOwl customer portal

    -

    Create articles

    100 (articles
    and/or links)

    25,000 (articles
    and/or links)

    25,000 (articles
    and/or links)

    25,000 (articles
    and/or links)

    25,000 (articles
    and/or links)

    Create article links

    -

    Personal notes

    -

    Commenting

    -

    Upload files and folders

    -
    -
    -

    Content versioning

    -
    -
    -

    Integrated document viewer for many file formats

    -
    -
    -

    Document size limit

    1 MB
    10 MB
    15 MB
    25 MB
    25 MB

    Discover - Analytics & Insights

    Case activity and user productivity gadgets

    Default Discover dashboard

    Customizable dashboards with KPIs

    -
    100 / account
    100 / account
    100 / account
    100 / account

    Gadgets per dashboard

    -
    10 / dashboard
    10 / dashboard
    10 / dashboard
    10 / dashboard

    Custom table gadget

    -
    -

    Download data from gadgets as CSV

    -
    -
    -

    Auto topic analysis

    -
    -
    $
    (Requires AI Assistant Add-on)89

    Create custom topics for topic analysis

    -
    -
    $
    500 / desk - optional
    (Requires AI Assistant Add-on)89
    500 / desk
    500 / desk

    Customization & Integration

    Customize application colors

    Customize desk colors

    Host mapping (own domain name instead of xyz.thinkowl.com)

    -
    10 / desk
    10 / desk
    10 / desk
    10 / desk

    Create a custom case message panel in case view

    -
    -
    $
    (Requires Event Broker Add-on) 3
    $
    (Requires Event Broker Add-on) 3
     

    Create a custom customer panel in case view
    3
    -
    -
    $
    (Requires Event Broker Add-on) 3
    $
    (Requires Event Broker Add-on) 3

    Create a custom case details panel in case view
    3
    -
    -
    $
    (Requires Event Broker Add-on) 3
    $
    (Requires Event Broker Add-on) 3

    Create a custom case tab - requires Event Broker
    3
    -
    -
    $
    (Requires Event Broker Add-on) 3
    $
    (Requires Event Broker Add-on) 3

    Create a custom administration menu option
    3
    -
    -
    $
    (Requires Event Broker Add-on) 3
    $
    (Requires Event Broker Add-on) 3

    API rate limit (RPM - requestsd per minute) per account

    -
    200 RPM
    400 RPM
    700 RPM
    850 RPM

    Webhooks (Beta)

    -
    -
    100 / account
    100 / account
    100 / account

    Communicate between browser and custom server via WebSocket

    -

    AI Tools

    Chatbot
    8
    9
    -
    -
    -
     
    Will be replaced with Conversation Bot for this plan
     
    Will be replaced with Conversation Bot for this plan

    Intents (Define what a chatting visitor is looking to accomplish)

    -
    -
    -
    50 / desk
    50 / desk

    Entities (Define what information is needed from the visitor to accomplish an intent)

    -
    -
    -
    250 / desk
    250 / desk

    Response groups (Manage valid responses for non-intent related messages)

    -
    -
    -
    500 / desk
    500 / desk

    Triggers (Define the flow of a bot conversation)

    -
    -
    -
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)

    Conversation Bot (Beta)
    8
    9
    -
    -
    -
    $ (Requires OwlForce Add-on)
    $ (Requires OwlForce Add-on)

    Multi-channel support (Chat, Social Media, fileee Conversations)

    -
    -
    -
    $ (Requires OwlForce Add-on)
    $ (Requires OwlForce Add-on)

    Intents (Define what a chatting visitor is looking to accomplish)

    -
    -
    -
    50 / desk
    50 / desk

    Entities (Define what information is needed from the visitor to accomplish an intent)

    -
    -
    -
    250 / desk
    250 / desk

    Small talk topics (Manage valid responses for non-intent related messages)

    -
    -
    -
    500 / desk
    500 / desk

    Triggers (Define the flow of a bot conversation)

    -
    -
    -
    250 / desk
    (50 conditions + 50 actions each)
    250 / desk
    (50 conditions + 50 actions each)

    Intelligent classification

    -
    $
    20 / 500 categories per desk (Requires AI Assistant Add-on)8
    $
    50 / 500 categories per desk (Requires AI Assistant Add-on)8
    100 / 500 categories per desk
    100 / 500 categories per desk

    Dispatcher AI - optimize classification training results

    -
    -

    Advanced training optimization
    15
    -
    -
    -
    -

    Intelligent data extraction (intelligent fields)

    -
    $
    25 / 500 fields per desk
    (Requires AI Assistant Add-on)8
    $
    25 / 500 fields per desk
    (Requires AI Assistant Add-on)8

    50 / 500 per desk
    50 / 500 per desk

    Extraction AI - optimize data extraction training results
    15
    -
    -
    -

    Intelligent guided mode

    -
    -
    -

    Suggestion AI - intelligent suggestions

    -
    -
    -

    Intelligently suggested smart responses in case view

    -
    $
    (Requires AI Assistant Add-on)8
    $
    (Requires AI Assistant Add-on)8

    Intelligently suggested knowledge articles / documents in case view

    -
    $
    (Requires AI Assistant Add-on)8
    $
    (Requires AI Assistant Add-on)8

    Intelligently suggested similar cases in case view

    -
    $
    (Requires AI Assistant Add-on)8
    $
    (Requires AI Assistant Add-on)8

    Intelligently suggested experts in case view

    -
    $
    (Requires AI Assistant Add-on)8
    $
    (Requires AI Assistant Add-on)8

    Manage visibility of suggestions per user

    -
    -
    -

    Manage expert users

    -
    -
    -

    Intelligently detect topics in cases
    8
    9
    -
    $
    (Requires AI Assistant Add-on)8
    $
    (Requires AI Assistant Add-on)8

    Artificial Intelligence Training

    AI Training cycles per month
    10
    -
    $
    1 / desk
    (Requires AI Assistant Add-on)8
    $
    1 / desk
    (Requires AI Assistant Add-on)8
    1 / desk28
    1 / desk 10

    Global Functions

    Message board

    -
    -

    Broadcast messages to all users, all desk users or group members

    -
    -

    Read receipt

    -
    -

    User Interface Languages

    English (US)

    French

    Spanish

    German

    Dutch

    Japanese
    4
    Partial
    Partial
    Partial
    Partial
    Partial

    Polish
    4
    Partial
    Partial
    Partial
    Partial
    Partial

    Turkish
    4
    Partial
    Partial
    Partial
    Partial
    Partial

    IMPORTANT: Details and availability status of plans and included features are subject to change at ThinkOwl's sole discretion.
    Note that features listed as 'In development' may be released in beta mode first. This pricelist will therefore be regularly updated.

    All fees are excluding any taxes, levies, duties or similar governmental assessments of any nature, including but not limited to value-added, sales, use or withholding taxes, assessable by any local, state, provincial, federal or foreign jurisdiction (collectively, "Taxes"). 

    This feature list is effective as of 12 January 2022 and replaces all previously published lists.

    1 Prices for annual plans shown are billed anually, i.e. for 12 months at a time.

    2 One (1) automatic monthly training cycle per AI component is included. Enterprise Plus plan comes with 3 additional AI training cycles per month that expire after 1 month.

    3 Base fixed prices plus tiered price per user. Add-on brokers events between ThinkOwl and your third party systems. 

    4 These translations were created by a third party and have not been fully verified.

    5 Storage per user is no personal storage capacity, but is used to determine the total storage capacity for the entire account. Full-time, named users only count towards the total capacity.

    6 When using email support addresses created at <youraccount>.thinkowl.com. When using your own incoming mail server (option in some plans only), its limit will apply.

    7 Screen sharing is not supported for mobile devices.

    8 Additional on-demand AI Training cycles can be purchased (note: planned) for plans that include the AI Assistant add-on or equivalent functionality and have a minimum of 5 paid users. Such cycles can be consumed for any of the following AI components: classification, extraction, Discover topic detection, conversation bot.

    9 German and English are supported languages at this time.

    10 Periodic free training cycles expire after one (1) month.

    11 Enables business process functionality and includes 10 business processes. Requires a minimum of 5 users.

    12 Enables connection with own mail server. Requires a minimum of 5 paid users. Note that such restriction only applies to the add-on for plan Professional. Enterprise and Enterprise Plus plans do not require this add-on.

    13 Requires approval from Facebook. Initial costs for setting up WhatsApp communication in OwlDesk: 69 $ per number.

    14 Requires a minimum of 50 paid users.

    15 This feature is 'planned' or 'In development' and has no committed delivery date. Features marked as 'beta' can be used, provided the user excepts that certain features may not be (fully) functional and may be altered in the final feature release.

    16 Requires a minimum of 5 users (20 for legacy Event Broker).

    Print

    AI Training cycles require the AI Assistant Add-On or the Diamond Plan, as well as a ThinkOwl plan with a minimum of 5 users