Capacity
Capacity is an AI-powered support automation platform designed to streamline and improve customer support processes. It acts as a centraliz...
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What is Capacity?
Capacity is an AI-powered support automation platform that unifies customer experience (CX) automation across chat, voice, email, SMS, and web channels. It uses intelligent AI agents to automatically resolve customer and employee inquiries, automate repetitive support tasks, and build solutions to business challenges without requiring coding. The platform connects to your entire tech stack through 250+ out-of-the-box integrations including Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, Jira, HubSpot, and Workday.
Key features include AI Agents that resolve inquiries across every channel with context-aware responses, real-time Agent Assist that provides live guidance and suggestions during customer interactions, a comprehensive Knowledge Base that automatically learns from agent responses, Copilot & Autopilot modes for drafting and automating replies, Kanban ticket tracking with custom swimlanes, SLA management, conversation intelligence with automated QA, and the new AI Analytics Assistant for natural language data insights. The platform also includes Builder Agents for creating AI agents with AI, outbound campaign capabilities, and HIPAA-compliant support for healthcare.
Capacity is designed for contact centers, customer support teams, and organizations in retail & eCommerce, financial services, healthcare, and tech companies. It serves over 20,000 happy organizations with 1.5M+ users and has automated 36.3B+ interactions. The platform is ideal for teams looking to reduce support costs by up to 50%, deflect tickets, eliminate hold times, improve CSAT scores, and achieve inbox zero through AI-driven automation.
Capacity pricing
Pricing model: Paid
Capacity uses a three-tier platform fee plus usage-based pricing model. Platform plans: Core (essential tools including knowledge base, helpdesk, automations, AI Agent Builder, data indexing, 250+ integrations, analytics, up to 100GB storage), Pro (most popular - includes everything in Core plus live chat/inbox, real-time Agent Assist, conversation intelligence/AQA, developer platform, up to 1TB storage), and Enterprise (full suite with campaigns/CRM included, advanced workflows, HIPAA package available, up to 2TB storage). AI Agents are priced usage-based: Chat per response, Voice per minute, Email per response, SMS per message, with volume discounts. Agent Assist and conversation intelligence priced per hour of agent time. Free trial available. Enterprise packages custom-built. Third-party sources indicate plans starting around $49/agent/month with 10-seat minimum on annual billing, with starting costs around $6,000/year.
Capacity pros
- AI agents automatically resolve 90% of customer inquiries instantly
- 250+ out-of-the-box integrations with major platforms
- Real-time Agent Assist provides live guidance during interactions
- Knowledge Base automatically learns from agent responses
- Copilot drafts responses and Autopilot automates replies completely
- Works across voice, chat, SMS, email, and web channels
- Kanban tracking with custom swimlanes and drag-and-drop
- SLA management tracks assignment, first response, and resolution times
- Conversation intelligence with automated QA and CSAT insights
- AI Analytics Assistant generates charts and insights from natural language questions
- HIPAA-compliant option available for healthcare organizations
- Mobile app available for iOS and Android for answering tickets on the go
- Volume-based pricing means the more you use, the less per interaction
- Builder Agents let you create AI agents using AI without coding
- Outbound SMS and voice campaigns reduce no-shows and drive conversions
- SOC 2 Type II, GDPR, and CCPA certified for security compliance
- Custom swimlanes adapt to any project flow
- Pinned views and shared filters keep teams aligned
Capacity cons
- No permanent free tier - only free trial available
- Enterprise pricing starts around $6,000/year for 10 users
- Usage-based pricing for AI Agents adds complexity to cost estimation
- Platform fee required even for basic access
- Third-party reports indicate ~$49/agent/month with 10-seat minimum
- Custom quotes needed for exact pricing - not transparent
- Voice pricing per minute can add up quickly for high volume
- Some advanced features like campaigns only in Enterprise plan
Frequently asked questions about Capacity
How does the AI learn and improve over time?
Capacity's AI analyzes the responses sent by your helpdesk agents. The AI proposes new knowledge to add, and agents can approve or decline those suggestions. As more knowledge is added over time, repeat questions will be answered before creating a ticket, ultimately driving you toward inbox zero. The AI continuously learns from organizational knowledge and interactions within your business to automate processes and decisions.
Can your Helpdesk integrate to our internal systems?
Yes, Capacity can integrate to your key systems through Capacity's Dev Platform to pull data into Helpdesk or push Helpdesk data out. The platform offers 250+ out-of-the-box integrations including Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, Workday, Zoom, Google Workspace, SAP, and more. You can trigger actions in tools like Slack, Teams, CRMs or any app with an API with no coding required.
Can the AI handle complex questions or only basic FAQs?
The AI can handle both simple FAQs and complex questions. It can also respond to emails where multiple questions are embedded. If the AI can't resolve an issue, it smoothly escalates to a live agent, ensuring customers get the help they need. The platform resolves 90% of inquiries instantly while freeing up your team for complex issues.
Can it scale as our support needs grow?
Yes, with the help of role-based access controls, custom views and project-based kanban boards, your agents can navigate directly to the work that needs their attention. The platform is built to scale with AI agents that continuously improve with each interaction, becoming more intelligent over time. Volume-based pricing scales as you grow with volume discounts available.
Is there a limit to the number of data sources we can use for our knowledge base?
Nope. You can connect to Capacity's Knowledge Base (the default tier includes 1TB of data storage on Pro plan) or you can connect through the Capacity Dev Platform. The Knowledge Base can quickly access information inside your apps, the documents you store on the cloud, as well as the tacit knowledge of your organization.
What are Capacity Automations and how do they help?
Capacity Automations automate repetitive tasks and multi-step processes so your team can move faster and focus on what matters most. They auto-route tickets, send alerts and kick off workflows, requiring no manual effort needed to keep things moving. You can trigger actions in tools like Slack, Teams, CRMs or any app with an API. They can assign tickets, notify the right agents and even look up external data to improve triage. Trigger automations using events like new tickets, chat activity or webhooks from third-party tools.
Can Capacity AI Web Chat Agent provide 24/7 customer support?
Yes! Capacity works around the clock, answering questions and automating support, so customers get help anytime. The AI Chat Agent is an intelligent chatbot that instantly answers customer questions, automates workflows and improves self-service on your website. AI-powered chat resolves 90% of questions and requests instantly, delivering accurate responses without the frustration of long wait times.
How does Capacity AI Web Chat Agent improve over time?
Capacity learns from interactions, refines responses and creates tickets for unanswered questions to expand your knowledge base. The Capacity AI continuously learns from organizational knowledge and the interactions within your business to automate processes and decisions. As more knowledge is added over time, the virtual agent handles more inquiries automatically.
Is Capacity AI Web Chat Agent customizable?
Yes! You can brand Capacity with custom colors, logos, banners and messaging for a seamless customer experience. The platform is fully customizable with branding, banners and quick links to create a seamless, on-brand customer journey. Your web experience is your brand, and Capacity adapts to match.
What compliance certifications does Capacity have?
Capacity is certified and compliant with SOC 2 Type II, HIPAA, GDPR, and CCPA standards. The HIPAA package is available in the Enterprise plan for healthcare organizations. With enhanced security features including these compliance standards, Capacity ensures data privacy and protection for customer and employee information.