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    Discover Thinkowl - the AI-powered HelpdeskCompare Plan Features

    $
    ThinkOwl Logo
    monthly
    yearly
    Collapse all
    Standard
    $
    42
    Free trial
    Professional
    $
    99
    Free trial
    Enterprise
    $
    149
    Free trial
    Enterprise+
    $
    199
    Free trial

    AI Wingman

    AI Wingman - Base price per user per month
    1
    $ 15
    $ 15
    $ 10

    $ 10

    AI Wingman - Summary, Translation, Emotion + Sentiment, AI Answer Generation, Voice Transcript, Voice Translation

    usage based
    usage based
    usage based
    usage based

    AI Tools

    AI Agent Standard
    2
    -
    -

    Intents (Define what a visitor wants to accomplish during a chat conversation)

    -
    -
    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)

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

    -
    -
    500 / desk
    500 / desk

    Intelligent classification

    $
    20 / 500 categories per desk 
    $
    50 / 500 categories per desk 
    100 / 500 categories per desk
    100 / 500 categories per desk

    Dispatcher AI - optimize classification training results

    -

    Advanced training optimization

    -
    -
    -

    Intelligent data extraction (intelligent fields)

    $ 15
    $ 9

    Intelligent guided mode

    -
    -

    Suggestion AI - intelligent suggestions

    -
    -

    Intelligently suggested smart responses in case view

    $
    $

    Intelligently suggested knowledge articles / documents in case view

    $
    $

    Intelligently suggested similar cases in case view

    $
    $

    Intelligently suggested experts in case view

    $
    $

    Manage visibility of suggestions per user

    -
    -

    Manage expert users

    -
    -

    Intelligently detect topics in cases

    $
    $

    Account

    ThinkOwl desks in one account

    1

    1

    1

    1

    Desk base price - per desk per month

    -
    $ 99
    $ 199
    $ 299

    + price per user per additional desk

    -
    $ 29
    $ 29
    $ 29

    Mail Server Enablement - per user per month

    $ 19
    $ 9
    $ 5

    Manage users per 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

    500 / account
    500 / account
    500 / account
    500 / account

    Standard user roles

    Custom user roles

    -
    -
    25 / account
    25 / account

    Channels

    Phone ticket, manual case

    Email

    Maximum incoming message size (ThinkOwl email address)

    10 MB

    15 MB

    15 MB

    15 MB

    Maximum incoming message size (Own email server)

    -
    30 MB - $
    (Requires Mail Server Enablement Add-on)
    30 MB
    50 MB

    Maximum outgoing message size

    10 MB
    10 MB
    10 MB
    10 MB

    Maximum outgoing message size (Own email server)

    -
    30 MB - $
    (Requires Mail Server Enablement Add-on)
    30 MB
    30 MB

    ThinkOwl support email addresses per desk

    50
    50
    50
    50 

    Send email on behalf of custom domains (per desk)

    10  
    10  
    10 
    10 

    Connect with own incoming mail server (per desk)

    -
    $
    (Requires Mail Server Enablement Add-on)
    10
    10 

    Connect with own outgoing mail server (per desk)

    -
    $
    (Requires Mail Server Enablement Add-on)
    10 
    10 

    Letter (document)

    -
    -

    Import from Box account per desk

    -
    -
    50 
    50 

    Chat

    Create case from chat

    Text chat

    Conduct multiple visitor chats in parallel

    Internal chat (agent to agent)

    Customizable chat themes (per desk)

    5 
    5
    5 
    5 

    Agent chat view as popup widget

    Agent chat view as tab

    Audio chat

    -

    Video chat

    -
    -

    Browser sharing

    -
    -

    Screen sharing
    4
    -
    -

    PIN code for dedicated chat session with specific customer

    -
    -

    Chat triggers for automated visitor invitations (per desk)

    -
    50
    50
    50

    Create ticket from chat

    Remove ThinkOwl branding

    -
    -

    Facebook

    Facebook page connections (per desk)

    5 
    5
    5 
    5 

    Handle public Wall posts from Facebook pages

    Handle private messages from Facebook pages

    Instagram - accounts per desk

    5
    5
    5 
    5 

    WhatsApp - per user per month

    $ 9

    Self-Service Portal - per user per month

    Basic:
    € 3

    Extended:
    € 9 

    Basic:
    included

    Extended:
    € 5

    View progress on personal cases

    -

    View knowledge documents, articles, and FAQ

    -

    Create new requests

    -

    Customizable portal themes (per desk)

    -
    3 
    3
    3

    ThinkOwl Conversations

    Conversation templates per desk

    10
    10
    10 
    10 

    Conversation modules per desk

    10
    10
    10 
    10

    Productivity Tools

    Categories per desk

    500
    500 
    500
    500 

    Regular categories

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

    $
    50 / 500  
    $
    50 / 500  
    100 / 500  
    100 / 500 

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

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

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

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

    Scenarios (perform a series of actions on-demand) - per desk

    250 
    (50 actions each)
    250
    (50 actions each)
    250 
    (50 actions each)
    250
    (50 actions each)

    Supervisor rules (time-based automation) - per desk

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

    SLA policies with 50 conditions each - per desk

    100
    100 
    100
    100

    Schedules (business hours) - per desk

    100 
    100
    100
    100 

    Event Broker - base price

    € 299  
    $ 249 
    € 199  
    € 99

    Event Broker - tiered price per user per month

    € 39 (user 1-20) + € 29 (21-50) + € 19 (51+)
    $ 29 (user 1-20) + $ 25 (21-50) + € 15 (51+)
    € 25 (user 1-20) + € 15 (21-50) + € 7 (51+)
    € 15 (user 1-20) + € 8 (21-50) + € 3 (51+)

    Business processes (BPMN) - per user per month

    $ 39
    $ 25

    Provider Management - per user per month

    $ 9
    $ 7

    Tasks

    Task list

    Create quick manual tasks in case view

    -

    Case task templates - per desk

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

    Approval task templates - per desk

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

    Automatically execute system tasks via business processes

    -
    -

    Automatically assign user tasks via business processes

    -
    -

    Incident management - per user per month
    5

    Standard:

    € 8

    Extended:

    € 9 

    Standard:

    included

    Extended:

    $ 2 

    Causes - per desk

    -
    750 
    750  
    750 

    Solutions - per desk

    -
    750 
    750  
    750  

    Tags - per desk

    -
    750  
    750  
    750  

    Types - per desk

    -

    100  
    100  
    100 

    Incident approval workflow

    -
    -
    -

    Security

    Standard password policy

    Advanced password policy (custom)

    -

    Two-factor user authentication

    -

    SSO with SAML support (Identity provider)

    -
    -

    SSO with Google

    -
    -

    Audit log

    -
    -
    -

    Content Tools

    Smart responses - per desk

    5,000  
    5,000  
    5,000  
    5,000  

    Email message templates - per desk

    -
    100 
    100 
    100 

    Keywords - per desk

    1,000 
    1,000  
    1,000  
    1,000 

    Custom fields - per desk

    500  
    500  
    500  
    500 

    Conditional case fields

    -

    Intelligent case fields - per desk

    25 / 500 custom fields
    25 / 500 custom fields
    50 / 500 custom fields
    50 / 500 custom fields

    Case forms - per desk

    500 with 50 fields per form
    500 with 50 fields per form
    500 with 50 fields per form
    500 with 50 fields per form

    Satisfaction surveys - per user per month
    6

    100 / Desk

    Basic:

    € 9

    Extended:

    € 15
    100 / Desk

    Basic:

    included

    Extended:

    € 5
    100 / desk
    100 / desk

    2, 3 and 5 point scale

    -

    7 and 10 point scale with Promoter Score

    -
    -

    Brands - per desk

    250 
    250 
    250  
    250 

    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

    Customer history

    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)

    -

    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

    -
    -

    Total amount of ThinkOwl data storage per account - based on paid users
    7
    50 MB
    100 MB
    150 MB
    200 MB

    Total amount of ThinkOwl file storage per account - based on paid users
    7
    2 GB
    5 GB
    5 GB
    10 GB

    Contact Management

    Manage private persons and organizations

    Merge contacts

    User-defined form for maintaining contact data (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

    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

    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 
    10 
    10
    10

    Custom table gadget

    -

    Download data from gadgets as CSV

    -
    -

    Auto topic analysis

    -
    -

    Create custom topics for topic analysis - per desk

    -
    500
    500
    500

    Customization & Integration

    Customize application colors

    Customize desk colors

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

    10  
    10 
    10 
    10  

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

    200 RPM
    400 RPM
    700 RPM
    850 RPM

    Webhooks - per account

    -
    100 
    100
    100

    Communicate between browser and custom server via WebSocket

    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

    Arabic

    Japanese
    8
    Partial
    Partial
    Partial
    Partial

    Polish
    8
    Partial
    Partial
    Partial
    Partial

    Turkish
    8
    Partial
    Partial
    Partial
    Partial

    IMPORTANT: Details and availability status of plans and included features are subject to change at ThinkOwl's sole discretion.

    Some paid features are not explicitly priced due to complex pricing structures, but are marked with a euro or dollar sign.  

    In addition to the base price, usage-based costs apply for bot conversations, RPA, OCR, intelligent document processing, and LLM models.

    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"). 

    1 You can use the AI Wingman add-on with your own LLM (BYOM) or with an LLM licensed through us. AI Wingman is a helpful AI bundle.

    2 AI Agent Standard is an NLP-based bot that operates using rules and basic AI models.
    AI Agent Advanced, featuring complex voice, chat, and email bots based on advanced AI and LLM models, is available in OwlForce.

    3 BYOM = The LLM license must be provided by the account holder.
    With LLM = The LLM license is provided by ThinkOwl. Usage-based LLM costs are incurred additionally.

    4 Subscriptions can only include either the basic or the advanced survey add-on.

    5 Incident management included in the extended version symptoms.

    6 The extended version of the customer surveys contains more rating scales, additional question options, and conditions.

    7 Storage per user is not 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.

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

    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