Capacity
Enterprise support automation with 270+ integrations, priced by quote
Enterprise
Decision snapshot
Fast-read signals for fit, pricing, and trust.
- Category
- Customer Engagement & CRM
- Best for
- customer service chatbot
- Pricing
- Enterprise
What is this tool?
Two things follow from how this is sold. First, there is no price to compare, so evaluating it means a conversation rather than a signup — the vendor publishes tier names and a model but no figures, and asks you to build a custom package. Second, the model has three moving parts: an annual platform fee, agent usage metered by volume across every channel you run, and paid add-ons for connectors. Forecast the volume part before the conversation, because it is the component that grows with your ticket count rather than with your headcount.
By QT Desk
Read full overviewHide full overview
Capacity is a support automation platform: AI agents that resolve requests across chat, voice, email and SMS, real-time assistance for human agents, and workflows that run after an interaction ends. It has been operating since 2017, founded by David Karandish and Chris Sims, part of the Equity.com incubator and headquartered in St. Louis.
Integration breadth is the feature the vendor leads with, and for a platform that has to sit on top of an existing support stack that is the right emphasis. The published figure is 270+ native integrations plus a customisable developer platform, with Salesforce, HubSpot, Zendesk, ServiceNow, Slack, Microsoft Teams, Twilio and Genesys among those named — which covers CRM, ticketing, collaboration, telephony and contact-centre estates.
Capacity publishes a model rather than a number. Three tiers exist by name: Core for launching AI-powered support, Pro for the full platform including Agent Assist, and Enterprise for advanced compliance and scale. Against those sits a three-part model — an annual platform subscription, volume-priced agent usage across the four channels, and paid add-ons for connectors — under the vendor's own promise that you only pay for what you use. No figure appears anywhere on the page.
That is a deliberate choice rather than a gap in this review, and it changes how to approach the evaluation. The number that will drive the quote is your automated interaction volume, not your agent headcount, so having that forecast ready — by channel — is the difference between a useful first conversation and an exploratory one. The tier names tell you where Agent Assist and compliance features sit, which is enough to know roughly which tier you are being quoted for before the call.
Is this right for you?
Quick fit check against how you actually work.
Choose this if
- Support volume runs across chat, voice, email and SMS rather than one channel
- Your systems of record are varied enough that integration breadth is what a rollout will turn on
- You want human agents assisted in real time, not only deflected away from
- Compliance and scale requirements make an enterprise tier necessary rather than optional
- A usage-based model suits you better than paying per seat
Consider alternatives if
- You want to weigh cost against a rival before talking to anyone: nothing is published to weigh
- You want to sign up and start today — the published route is a custom package built with the vendor
- Your volume is small and predictable; a platform fee plus usage pricing is shaped for scale
- You cannot forecast interaction volume by channel, which is what the usage component will be priced against
- You need a free tier or a self-serve trial; neither is published
Key features
What you can actually do with this tool.
AI agents across four channels, not just web chat
Chat, voice, email and SMS are each named in the usage model, which is what separates this from a website chatbot with a widget.
Agent assist as a distinct tier boundary
Real-time help for human agents — rather than only deflection away from them — is what the middle tier is defined by, and it is not available below it.
270+ native integrations plus a developer platform
The vendor's own figure, alongside a customisable developer platform for systems that have no connector — which is what decides whether a platform can sit on a support stack you have already built.
Pay for usage rather than for seats
The published model is a platform fee plus volume-based AI Agent usage, so cost tracks how much automation actually runs rather than how many people hold a licence.
Compliance and scale reserved for the top tier
Organisations carrying regulatory obligations land on Enterprise, which is where the vendor puts its advanced compliance and its largest-scale configuration.
Integrations
Tools and platforms this connects with.
SalesforceHubSpotZendeskFreshdeskServiceNowJiraConfluenceSlackMicrosoft TeamsSharePointTwilioGenesysStripeCalendly
Frequently asked
Common questions about this tool, answered.
Is Capacity's price published?
No figure is published. The vendor states "Your investment includes a platform fee plus usage-based pricing for AI Agents, so you only pay for what you use" and asks buyers to build a custom package. Tier names — Core, Pro and Enterprise — are published, prices are not.
How is the pricing structured?
Three components: a platform fee billed as an annual subscription, AI Agent usage priced by volume across chat, voice, email and SMS, and add-ons for integrations.
What separates the tiers?
Capacity describes Core as essential tools to launch AI-powered support, Pro as the full platform with Agent Assist capabilities, and Enterprise as the full suite with advanced compliance and scale.
How many integrations are there?
The vendor states 270+ native integrations alongside a fully customisable developer platform, naming Salesforce, HubSpot, Zendesk, ServiceNow, Jira, Slack, Microsoft Teams, Twilio, Genesys, Stripe and others.
Can I sign up and start today?
No. The vendor publishes neither a free tier nor a self-serve trial; the route it offers is a conversation leading to a custom package.