Capacity vs Tidio
Tidio uniquely has 17 features · Capacity uniquely has 7 features.
| Capacity | Tidio | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2013 |
| HQ | St. Louis, USA | San Francisco, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Lyro (Proprietary, built on Claude/OpenAI foundation) |
| User base | 1.5M+ users across 20,000+ organizations | 300K+ |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android, Windows, Mac, Chrome |
| Languages | English primary; multilingual support not publicly detailed | 25+ |
| Pricing | ||
| Pricing model | Custom | Freemium |
| Free plan | No | No |
| Free trial | No | Yes |
| Starting price | — | $29/mo |
| Enterprise | Custom | Contact for pricing |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Starter$29/moGrowth$59/moPlus$300/mo usagePremiumCustom |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Small to mid-sized businesses needing live chat with AI automation |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | Combines live chat, AI agent (Lyro), and proactive flow automation in one platform with transparent usage-based pricing |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Intercom, Zendesk, Gorgias, LiveChat, Freshdesk |
| Features | ||
| AI Agent Builder | ✓ | — |
| AI Agent Conversations | — | ✓ |
| AI Chatbot (Lyro) | — | ✓ |
| Advanced Analytics | — | ✓ |
| Annual Billing Discount | — | ✓ |
| Automatic Chat Assignment | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat | — | ✓ |
| Live Chat & Inbox | ✓ | — |
| Live Chat & Ticketing | — | ✓ |
| Live Typing Preview | — | ✓ |
| Macros | — | ✓ |
| Proactive Chat Flows | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| Ticketing System | — | ✓ |
| Usage Based Pricing Calculator | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | — |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Shopify, Salesforce, Zendesk, HubSpot, Messenger, Instagram, WhatsApp, Email, WordPress, Magento, Squarespace, Zapier, and 120+ total integrations |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |