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    Getting Started

    What is Artificial Intelligence?

    Artificial intelligence (AI) is when you simulate human intelligence processes by machines. This includes learning (acquire data and use it), reasoning (apply rules to conclude) and self-correction. Machines learn and self-optimize over time with AI. For ThinkOwl users, AI reduces manual intervention, automates business processes and provides intelligent suggestions. In short, AI makes life easy!

    What is customer-service software?

    Customer-service software is a bridge between you and your customers. It offers you pro-active, assisted, and self-service support to handle customer queries. A good customer service software improves customer satisfaction.

    What is ThinkOwl?

    ThinkOwl is a help desk software, that enables you to build a stronger relationship with your customers through a powerful combination of human and artificial intelligence. Read more.

    Why should I choose ThinkOwl?

    ThinkOwl takes your customer happiness to the next level. It offers an advanced helpdesk software that increases your customer satisfaction by reducing their wait times, with quick automated replies. It also helps you to reduce the costs incurred by your organization. Know more here.

    How is ThinkOwl different from other helpdesk software products in the market?

    Majority of helpdesk software players follow rule-based workflow automation which is like an "if-this-then-that" approach. Once you introduce AI to this, it leverages machine learning to identify patterns and create solutions that can understand user behavior. Thus, the AI factor enables ThinkOwl to automate your processes thereby reducing manual intervention, so that you and your team can focus on more challenging tasks.

    How does ThinkOwl boost my business in the long term?

    In the long term, ThinkOwl can help you grow your business in many ways like:
    1. Revenue - Reduced costs and increased profits.
    2. Employee satisfaction - No overload, machines work instead.
    3. Better brand image - Positive reviews for your company with customer happiness.
    4. Strategy formulations - Analytics enables you to understand where to invest and where to not.
    We're sure trying ThinkOwl will be one of the best business decisions of your life.

    Why is customer service software important to me?

    Customer service is the key to earn happy customers, and for that, you need an efficient software. With ThinkOwl, you don't have to open multiple windows and track your customer queries from different channels. All you have to do is add all your social channels and email accounts to your ThinkOwl account. Now, you can manage all your customer queries from one account.

    Which languages are supported by ThinkOwl?

    Currently, ThinkOwl supports English, German, and Dutch. More languages are coming up soon.

    How can I choose different languages for my account?

    In ThinkOwl, click on top right icon - User information. Select language of your choice from the drop-down.

    My company offices are in various locations across the globe. Is there a restriction regarding where we can access ThinkOwl?

    No. Since ThinkOwl is a cloud-based web application, you can use it from anywhere across the globe.

    What are the technical requirements for ThinkOwl setup?

    System requirements:

    1. Available RAM of at least 2 GB
    2. System root disk of at least 60 GB
    3. Recommended use of a 15" display, with a screen resolution of 1600 x 900 or more
    Basic browser requirements:
    1. The most recent version of Google Chrome or Mozilla Firefox
    2. No alpha/beta/nightly/development build
    3. JavaScript must be enabled
    4. Cookies must be enabled
    5. localStorage must be enabled
    6. TLS v1.0 or higher

    Is my data safe and secure with ThinkOwl?

    Yes, we at ThinkOwl, assure security with our enterprise-grade security solutions, which is integrated into our product, platform, and processes. Learn more.

    What is an Omnichannel experience?

    Omnichannel experience means you can access multiple channels (such as email, phone, social, chat, etc.) from a single platform.

    Product Features

    What is document size limit in the knowledge base?

    Based on your subscription, there will be storage limits for uploading individual documents, images, videos, and articles in the knowledge base. It varies with your subscription, as follows:

    • Free - 1 MB
    • Standard - 10 MB
    • Professional - 15 MB
    • Enterprise - 25 MB
    • Enterprise Plus - 25 MB

    What is a Standard Guided mode in ThinkOwl?

    Standard Guided mode is a mode where users do not manually pick the next case to work on. Instead, the next case is pushed to the user based on the following parameters:
    - User assignment
    - Group assignment
    - Priority of the case
    - Due time (i.e. SLA)

    Can ThinkOwl automatically assign cases to users?

    Yes, ThinkOwl can automatically assigns the cases to agents based on the dispatcher rules you define.

    Plans and Pricing

    How does the free trial work?

    During your 30-day free trial, you can explore the features of ThinkOwl without any obligations. Some limitations may apply. To buy a plan that's most suitable for your business, simply choose from your account (Payments section), and upgrade. Still confused? Request a demo here.

    How do I switch between plans?

    Switching between plans is easy. You can upgrade anytime. If you wish to downgrade, you can do so at the time of subscription renewal. Still confused? Request a demo here.

    What is the total amount of ThinkOwl file storage and data storage, per account?

    It determines the total storage capacity for the entire ThinkOwl account, both for files and data.
    The storage capacities for different plans are:

    File Storage:

    • Free - 500 MB
    • Standard – 2 GB
    • Professional – 5 GB
    • Enterprise – 5 GB
    • Enterprise Plus – 10 GB

    Data Storage:

    • Free - 10 MB
    • Standard – 50 MB
    • Professional – 100 MB
    • Enterprise – 150 MB
    • Enterprise Plus – 200 MB

    Is there any user limit for ThinkOwl plans?

    No. There is no user limit for ThinkOwl plans. You can add as many users as you want for any of the plans. Know more about ThinkOwl plans and pricing here.

    What are your billing cycles and payment options?

    You can choose between monthly and annual billing. A discount is available for customers who pay upfront for a yearly subscription (excludes add-ons). We accept payments via VISA, Mastercard, American Express, Credit cards, or you can request an invoice.

    Does ThinkOwl offer concurrent user licenses?

    No. ThinkOwl's licensing model is based on the monthly or annual fee per user.

    Can I purchase licenses for different plans for different users within the same ThinkOwl account?

    No. ThinkOwl plans offer access to functionality at the account level but not at the user level. You can assign user roles, which would restrict access to certain features for individual users. However, you can always pick the best plan for your team based on your needs.

    How do I extend my trial with ThinkOwl?

    ThinkOwl has a 30-day free trial. Once the trial ends instead of extension, you can move to its free plan at zero cost. The free plan has limitations on features but includes all the key characteristics to get your support team started.

    To continue using the advanced AI features, the best way is to go for a yearly paid plan and save on the total cost.

    Check out how the features stack up for both free and paid plans.

    What are the benefits I get from the Enterprise and Enterprise Plus plans of ThinkOwl?

    If you are using the free version of ThinkOwl, going for the enterprise plans is the best way to get rolling with advanced AI features and still, save on cost.

    The paid version of the ThinkOwl offers key features like intelligent automation, content tools, advanced analytics, API integrations, Add Ons, and a lot more. All these features have built-in AI that helps you automate most of your support processes minimizing the workload, as well as improve the performance and productivity of your customer support agents.

    Check out our feature comparison page to know more.


    What is API rate limit?

    Application Program Interface (API) rate limit indicates your servers communication with ThinkOwl API for any data exchange.

    How are API rate limits defined?

    ThinkOwl allows a certain number of API requests per minute per account. The rate limit varies by plan and is specific to the type of request.

    What happens when the request limit is exceeded?

    When you reach the API rate limit, no further calls will be processed for a certain amount of time, and ThinkOwl will return a "Too Many Requests" message. After the delay time has passed, further requests can be made again.

    What are the API rate limits for each ThinkOwl plan and the free trial?

    The API rate limits for each plan are:

    • Free - The free trial does not include API calling (for API integration, please choose a paid plan).
    • Standard - 200 RPM
    • Professional - 400 RPM
    • Enterprise - 700 RPM
    • Enterprise Plus - 850 RPM

    Check our feature comparison page to know more.

    Can I integrate ThinkOwl with third-party applications? If yes, how?

    Yes, you can use the ThinkOwl integration server for any integration with third-party applications. Read more.

    Does ThinkOwl provide a public API?

    Yes, ThinkOwl provides a public API for customers.

    Which ThinkOwl modules offer a public API?

    All ThinkOwl modules, including discover, customer portal, etc., provide a public API.

    Can I operate ThinkOwl in my private cloud?

    Not for now. Presently, ThinkOwl operates via public cloud application only.


    What is the billing cycle for ThinkOwl add-ons?

    ThinkOwl add-ons are billed monthly and paid per user/seat.

    What is a ThinkOwl credit?

    When you recommend ThinkOwl to your friends and they make a purchase, you earn ThinkOwl credits. You can use the credits to enable some amazing features, such as an additional training cycle of an AI component and more.

    What is the value of 1 ThinkOwl Credit?

    1 ThinkOwl credit = 1 Euro.

    Artificial Intelligence

    What is a Dispatcher Owl?

    Dispatcher Owl classifies your incoming messages and assigns cases to the right user at the right time. Its self-learning abilities ensure that it gets better at assigning cases as you use ThinkOwl.

    What is a Semantic Owl?

    Semantic Owl understands message content, finds and automatically extracts relevant data before a case gets opened so that your users immediately have the right information at their disposal when they start working on a case. The beauty of this? It requires no programming because it is self-learning. All you need to do is define intelligent case fields, have your users manually enter data in the beginning.

    What is a Chat Owl?

    Chat Owl offers the perfect combination of human and machine intelligence by providing smart suggestions on how to respond to a customer’s chat message as and when required.

    What is a Discovery Owl?

    Discovery Owl intelligently analyses the topics about which your customers communicate so that you can learn more about what your customers want and turn insights into actionable knowledge.

    What is an Assistant Owl?

    Assistant Owl suggests the most applicable canned responses and knowledge files for a particular case, lists possible expert users that may be able to help out and points out which cases have similarities with the current one for easy reference.

    Does ThinkOwl automatically extract keywords from incoming cases?

    Yes, the extracted fields are named as intelligent case fields in ThinkOwl. ThinkOwl automates the data extraction eventually. Before which, training is required for the system to understand the pattern of manual case field entries.

    Why do I have to spend multiple credits on some of the AI training cycles?

    AI training cycles consume a large number of valuable computing resources for an extended period. To achieve the best results, ThinkOwl performs an enormous amount of calculations. Some plans include 1 training cycle per month. If you would like to purchase additional training cycles, you can do so using credits or by paying extra.


    How can I customize my desk?

    You can manage your entire ThinkOwl application by merely customizing your desk(s). A desk can be different from another desk with different channels, time zones, rules, knowledge base, intelligence, and integrations. In terms of visual representation, you can set different fonts, and colors for separate desk(s).

    Can I customize attachment size limits?

    No. But, If you want to send the file that exceeds these limits, you can send a hyperlink by hosting the file on some other site.


    How do I change ThinkOwl's language to my browser language?

    If your web browser's language is a supported display language in ThinkOwl, it will be automatically used after you sign-in. However, sometimes your preferred language or the browser’s language may not be displayed. This may happen with some browsers such as Google Chrome. We continue to work on supporting more languages for all our products. In the meantime, if ThinkOwl launches in a language other than your default browser language, you can follow these steps for a possible fix:

    1. Go to your Chrome browser window
    2. Sign out of ThinkOwl
    3. Check the language that Chrome uses as the current display language
    4. For instance, if your current browser language is set to English (United States) and ThinkOwl is displayed in a language you have set in your computer's regional settings for formats instead (e.g.,German), then change Chrome's display language from 'English (Unites States)' to 'English'
    5. Relaunch Chrome
    6. Launch ThinkOwl
    7. Restore your preferred Chrome display language i.e. change the language back to 'English (United States)'

    If ThinkOwl still doesn’t match the language you selected, clear your browser's cache and cookies and try setting the language again. If the problem persists, please drop us an email at ask@thinkowl.com and our support team will help you resolve the issue.

    How do I clear my browser cache?

    The browser cache is a temporary storage of files downloaded by your browser when you visit a website. In ThinkOwl, with any product update, there may be a possibility that your cache has out-of-date data. That's why it is important to clear cache with every product update.

    Here's how you can clear your browser cache:

    Google Chrome:
    Click the more icon > Settings > Privacy and Security > Clear browsing data
    Read more.

    Mozilla Firefox:
    Click the Open menu icon  > Options > Privacy and Security > Cookies and Site Data > Clear Data
    Read More.

    Will my data be private and safe?

    Yes, we use a variety of security features to protect your data. Take a look at the security measures we take to ensure that your business and customer data is always safe.

    Additionally, we comply with the General Data Protection Regulation (GDPR), the strictest privacy and security law in the world. Although GDPR was drafted and passed by the European Union (EU), it imposes obligations onto organizations anywhere so long as they collect data related to people in the EU.