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Decision snapshot

Fast-read signals for fit, pricing, and trust.

Category
Customer Engagement & CRM
Best for
customer service chatbot
Access
Web

What is this tool?

If your support team wants one agent on web chat and the phone line, with detailed control over how it reasons, acts and escalates, and has someone to own the build, Voiceflow is designed for that work. Cost is the main unknown: plan prices are shown only in the app or quoted by sales, so you see what a deployment costs only after signing up or talking to sales.

By QT Desk
Read full overview

Each Voiceflow project holds one agent. You write its global instructions, add playbooks for the open-ended jobs and workflows for the fixed ones, connect tools and a knowledge base, and choose its model per agent or per playbook from several providers or Voiceflow's own. The knowledge base takes public web pages, sitemaps, documents and tables up to 10 MB each, pasted text, Zendesk articles and Shopify product data. Building needs no code, though teams with developers can add custom functions and work through the API and command line. Workspaces have Owner, Admin, Editor, Viewer and Billing roles, and viewers can see and comment on projects without counting as paid editors.

Voiceflow's billing documentation describes the bill as a monthly plan fee plus add-ons plus credits. Credits are spent by agent activity such as AI responses and phone minutes, are shared across an organisation's workspaces, and reset each billing cycle on paid plans; when they run low you can move to a bigger plan or credit bundle or switch on automatic top-ups up to an amount you set. Add-ons include extra editor seats, more phone numbers beyond the one included per workspace, concurrent calls, and PII redaction through sales. The documentation shows plan prices and allowances in the app rather than on the website, and the terms say fees are paid in advance and are non-refundable.

Voiceflow's terms and its security page describe the uses of customer data differently. The terms, last updated in December 2023, license customer data to improve its services and to produce de-identified aggregated data, while the security page says customer data is only used to provide and operate the service; both, and its AI info page, say customer data is not used to train AI models, with model providers configured for zero data retention. Voiceflow states SOC 2 Type II and ISO 27001:2022 certification and support for HIPAA-compliant deployments, and its data processing addendum is part of the terms.

Is this right for you?

Quick fit check against how you actually work.

customer service chatbotai chatbot
Choose this if
  • You want one agent to handle both website chat and phone calls, with the logic built once
  • Your agent must follow some processes exactly while handling open questions flexibly, and you want to design both
  • Conversations should escalate into Zendesk, Genesys, UJET, Kustomer or Dixa, where native handoff exists
  • You need to test agents against simulated customers and stage releases before they reach production
  • Security reviews matter and you need a vendor stating SOC 2 Type II and ISO 27001 certification
Consider alternatives if
  • You are looking for a helpdesk with ticketing and an agent inbox, which Voiceflow says it is not
  • You want a free plan you can run in production; Voiceflow's Free plan is a one-time credit grant its documentation says is not for production
  • Your helpdesk is not among the native handoff connections and you have no developer to build one on the handoff API
  • You need single sign-on but not an Enterprise contract, since Voiceflow's documentation scopes SSO to Enterprise

Key features

What you can actually do with this tool.

Playbooks and workflows in one agent

Open-ended conversations run on playbooks, which are sub-agents you write as instructions with a goal, while fixed processes such as identity checks run as step-by-step visual workflows. Mixing the two lets the agent improvise where it is safe and follow a script where it must.

Tools that act in your systems

Agents call native integrations named on Voiceflow's integrations page, such as Zendesk, Salesforce, HubSpot and Shopify, or any REST API, custom code function or MCP tool. Developers also get a REST API, an MCP server and the vf command-line tool.

Chat and voice from one build

The same agent can run in a website widget with text and voice input, on a phone number provisioned by Voiceflow in the US or Canada or connected from Twilio, Vonage, Telnyx or SIP, through SMS on a connected Twilio number (marked Beta in the docs), or in your own interface through the API.

Handoff to the team you already have

Native handoff connections exist for Zendesk, Genesys, UJET, Kustomer and Dixa. For other helpdesks, such as Intercom or Gorgias, Voiceflow's docs describe building your own connection on its live-agent handoff API, so budget engineering time if your helpdesk is not on the native list.

Testing before customers see it

Simulated personas and evaluations test an agent before release, separate environments protect production, and traffic splits compare versions live. Transcripts, call recordings and analytics show what happened afterwards.

Integrations

Tools and platforms this connects with.

ZendeskSalesforceHubSpotShopifyAirtableGoogle SheetsGmailTwilioMakeGenesysUJETKustomerDixa

Plans & pricing

Pricing tiers and what's included in each.

Free

No payment details needed under the terms; a one-time credit grant; not named on the public pricing page
  • For trying Voiceflow, with limited features and a one-time credit grant that does not renew
  • Voiceflow's billing documentation says it is not suitable for production use
  • A cancelled paid plan reverts to this tier

Pro

Monthly plan fee shown in the Voiceflow app, not on the website
  • For individual builders: access to all the LLM models and a higher agent limit than Free
  • A monthly credit allotment that resets each billing cycle; amounts are shown in the app

Business

Monthly plan fee shown in the Voiceflow app, not on the website
  • For growing teams: adds LLM fallback models and priority support
  • Removing Voiceflow branding from the chat widget, and widget security settings (approved domains, legal disclaimer, transcript saving)

Enterprise

Custom contract through an account manager
  • SAML single sign-on, private cloud hosting and custom credit allotments
  • Usage described by Voiceflow as unlimited, billed per contract
Official pricing pagePricing may have changed. Always verify before purchasing.

Frequently asked

Common questions about this tool, answered.

How much does Voiceflow cost?

Voiceflow's AI info page says it does not publish list prices, and its pricing page shows a card for agencies and partners and a card for businesses, with buttons to start building, book a demo or request pricing. The billing documentation names four plans, Free, Pro, Business and Enterprise, describes a monthly plan fee plus add-ons and usage credits, and says current prices for plans, add-ons and credit bundles are shown in the app. Enterprise is billed under a contract.

Is there a free plan or a free trial?

Both are mentioned, in different places. Voiceflow's billing documentation describes a Free plan for trying the product, with limited features and a one-time credit grant that does not renew, and says it is not suitable for production. Separately, the pricing page's agencies and partners card offers a "Free trial, no credit card required" without saying how long it lasts or what it becomes.

Does Voiceflow use my customers' conversations to train AI?

Two Voiceflow documents bear on this. Its security and AI pages say customer data is not used to train AI models and that its model providers are configured for zero data retention and do not train on it. Its terms, last updated in December 2023, separately allow it to use customer data to improve its services and to create de-identified aggregated data, while the security page says data is only used to provide the service. If this matters to you, ask Voiceflow which reading governs your contract.

Which helpdesks can the agent hand conversations to?

Voiceflow's documentation names native handoff to Zendesk, Genesys, UJET, Kustomer and Dixa. For other platforms, including Intercom, Gorgias, Freshchat and Salesforce Service Cloud, the docs describe a service you build on the live-agent handoff API and say those guides are not native integrations. Phone calls can also be forwarded to a number or SIP address.

Are there limits on what the agent can be used for?

Voiceflow's terms let you keep ownership of your content but say AI output may not be used to build competing foundation models, to pass output off as written only by a person, or to make decisions that could harm people's rights without human supervision. The terms' restricted-content list also covers content that "involves commercial activities and/or sales without the Company's prior written consent, such as contests, sweepstakes, barter, advertising or pyramid schemes", so if your agent will sell or promote, ask Voiceflow how that clause applies.