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COMPARE PLAN FEATURES

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Your business. Your plan.

SILVER

GOLD

*

PLATINUM

DIAMOND

English (US)

German

Dutch

Japanese1

Partial
Partial
Partial
Partial

Polish1

Partial
Partial
Partial
Partial

Turkish1

Partial
Partial
Partial
Partial

Manage users

User alias name to avoid exposing real user names to customers

Manage groups

Standard user roles

ThinkOwl desks in one account

1
1
5
10

Security

Advanced password policy (custom)

-
-

SSO with SAML support (identify provider)

-
-

SSO with Google

-
-

Two-factor user authentication

-
-

Total amount of ThinkOwl storage - per user2

2 GB
5 GB
8 GB
15 GB

Email

Maximum incoming message size

1 MB
10 MB
13 MB
15 MB

Maximum outgoing message size3

1 MB
10 MB
10 MB
10 MB

ThinkOwl support email address

Multiple support addresses

-

Connect with own incoming mail server

-
-
-

Connect with own outgoing mail server

-
-
-

Letter (document)

-
-

Import from Box account

-
-
-

Chat

-

Text Chat

-

Audio Chat

-
-

Video chat

-
-
-

Browser Sharing

-
-
-
-

Screen Sharing

-
-
-

Conduct multiple visitor chats in parallel

-

Internal chat (agent-to-agent)

-

Customizable chat themes

-

Agent chat view as popup widget

-

Agent chat view as tab

-

Chat triggers for automated visitor invitations

-
-

Create case from chat

-

Facebook

-
-
In development
In development

Twitter

-
-
Planned
Planned

Customer Portal

-
-
In development
In development

View progress on personal cases

-
-
In development
In development

View knowledge documents, articles and FAQs

-
-
In development
In development

Create new request

-
-
In development
In development

Categories

Dispatcher rules

Event triggers

Szenarios

SLA policies

Single
Single
Multiple
Multiple

Schedules (business hours)

Single
Single
Multiple
Multiple

Business processes (BPMN)

-
-
-

Tasks

-

Task list

-
In development
In development
In development

Create quick manual tasks in case view

-

Task templates

-

Automatically execute system tasks via business processes

-
-
-

Automatically assign user tasks via business processes

-
-
-

Smart responses

Message templates

-

Keywords

Custom fields

Conditional case fields

-

Intelligent case fields

-
$ 5
$ 5

Case forms

-
One
Multiple
Multiple

Process forms - used in BPMN processes

-
-
-

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

Standard guided mode

-
-

Intelligent guided mode

-
-
-

Comprehensive case details in a single case view

Overview of cases from same customer

Mark case (message) as complaint

Forward messages for external interactions

-

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

Automatic and manual time tracking

-

Search for canned responses and knowledge content in case view

-

Merge cases

Split case into multiple cases

Planned
Planned
Planned
Planned

Integrated document viewer for many file formats

-
-
-

Manage private persons and organizations

Merge customers

Planned
Planned
Planned
Planned

Content for users during case handling

Content for customers from ThinkOwl customers portal

In development
In development
In development
In development

Create articles

Create article links

Upload files and folders

Personal notes

-

Commenting

-

Content versioning

-

Integrated document viewer for many file formats

-
-
-

Document size limit

1 MB
10 MB
15 MB
25 MB

Case activity and user productivity gadgets

One customizable dashboard with KPIs

-
-
-

Multiple customizable dashboards

-

Custom table gadget

-
-

Download data from gadgets as CSV

-
-

Auto topic analysis

-
-
$ 5, 6

Create custom topics for topic analysis

-
-
$ 5, 6

Customize application colors

Customize desk colors

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

-
Planned
Planned

ThinkOwl Integration Server for custom integrations with 3rd party applications

-
-
Custom
7
Custom
7

Create a custom case message panel in case view

-
-
Custom
7
Custom
7

Create a custom customer panel in case view

-
-
Custom
7
Custom
7

Create a custom case details panel in case view

-
-
Custom
7
Custom
7

Create a custom case tab

-
-
Custom
7
Custom
7

Create a custom administration menu option

-
-
Custom
7
Custom
7

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

10 RPM
400 RPM
600 RPM
750 RPM

Message board

-
-

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

-
-

Road receipt

-
-

Chatbot6

-
-
-
In development

Intelligent classification

-
$ 5
$ 5

Intelligent data extraction (intelligent fields)

-
$ 5
$ 5

Intelligent guided mode

-
-
-
In development

Ingelligently suggested smart responses in case view

-
$ 5
$ 5

Intelligently suggested knowledge articles / documents in case view

-
$ 5
$ 5

Intelligently suggested similar cases in case view

-
$ 5
$ 5

Intelligently suggested experts in case view

-
$ 5
$ 5

Intelligently detect topics in cases6

-
$ 5
$ 5

One monthly standard AI training cycle for AI tools in plan 5

-
$ 5
$ 5
8

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 and that planned features have no guaranteed availability. This list will therefore be regularly updated.

* In your 30-day-trial you get the features of the PLATINUM plan.

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

2) 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.

3) When using email support addresses created at <youraccount>.thinkowl.com

4) Screen sharing is not supported for mobile devices.

5) 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. For additional training cycles, ThinkOwl credits may be purchased.

6) German and English are supported languages at this time.

7) ThinkOwl Integration Server is provided at request (additional costs) and must be installed on customer premises. Needed when you want to develop a custom integration with third party software using ThinkOwl API calls.

8) One (1) training cycle per AI component is included for one (1) desk. Additional monthly training cycles com at a fee.

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