Comparison
How Point of Contact compares
Fourteen chat and contact-centre products, six tables, every cell sourced. As of August 2026 — verify before publishing.
None of the 14 chat and contact-centre products we compared in August 2026 combines all three: an agent workspace inside a Microsoft Teams tab, a website widget per domain, and hand-off from AI to a person and back again. Among the products that do put agents in Teams, none documents a way to hand the conversation back to the AI. Point of Contact — Self-Hosted ships the Teams workspace today; per-domain widgets and the round trip are Hosted capabilities — Coming to Self-Hosted. The comparison and its sources are published; tell us if we missed one and we will update it. — Coming to Self-Hosted
Overview
| Vendor | Agent workspace in Teams? | Widget per domain | Whose model, whose tokens | Hand back to the AI | Pricing model |
|---|---|---|---|---|---|
| Point of Contact — Hosted | Yes — One Teams tab | Yes — per widget | The Azure AI Foundry project you own — your agents, your model; Microsoft bills your inference. | Yes — hand back to the AI, with a summary for the receiving agent | Start $49 / 3 seats (+$20) · Growth $99 / 7 (+$18) · Professional $199 / 15 (+$15), plus your Foundry inference — no estimate published. |
| Point of Contact — Self-Hosted | Yes — Teams tab today | One widget today; per widget Coming to Self-Hosted | A Foundry resource and project provisioned into your subscription (gpt-5-mini deployment) or a project you connect; Microsoft bills your inference. | Coming to Self-Hosted — today the AI answers first and a Teams user claims and closes | Same ladder, tier derived from the seats you enter, plus your Azure at cost (about $3–15 / $10–30 / $60–120 a month by tier) and inference. |
| Microsoft Teams Live Chat / Customer Connect (retiring) | Auto-assignment, not claim: Teams assigns the request to the next available support member based on Teams status; agent gets a Teams notification and replies in Teams Chat | not documented (checked 2026-08-16) — docs describe a single tenant-level widget bound to one trusted website URL | AI usage is billed as Copilot Studio Copilot Credits (tenant packs, or pay-as-you-go via an Azure subscription billing plan)… | not documented (checked 2026-08-16) | Included in per-user M365 Business licence (no separate charge; 'no additional licensing required'); AI chatbot metered via Copilot Studio Copilot Credits |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | No — representatives accept/handle chats in Copilot Service workspace (Dynamics 365 web app), not Teams; Teams is used for embedded collaboration chat… | Yes — many chat channels/workstreams per org; rulesets group rules 'if you support multiple brands or sites'; each ruleset gets its own script tag… | Partial — with a bring-your-own Foundry model in a prompt tool, Copilot Studio charges only an agent action; token processing 'is dictated by the tokens consumed and cost per token within Fo… | Yes — representative can transfer the conversation to a (second) AI agent in the same or another queue; agent sends greeting and continues (supervisor transfer to AI agents is not supported)… | Per representative seat (user/month, paid yearly) + consumption Copilot Credits for AI agents (25,000-credit packs, pay-as-you-go, or pre-purchase plan)… |
| Social Intents | Yes — invitation posted in Teams channel; any member clicks Join; 'The agent who joins first becomes the primary responder' | Yes, plan-capped: Lite 1 / Starter 1 / Basic 2 / Pro 5 / Business 10 (Enterprise 30+); each widget can map to a different Teams channel… | Yes with BYOK — provider bills the customer's OpenAI/Anthropic/Google account; docs: 'OpenAI requires a payment method on file before your API key will work' | No — docs: 'There is no automatic way to transfer the conversation back to the chatbot'; 'Once an agent joins the chat from Teams, the AI stops responding' | Flat per plan (monthly/annual, 'Save 20%' annual) with conversation caps; seats capped Lite 1 / Starter 4, unlimited Basic+; Agency and Enterprise custom; 30-day money-back |
| Intercom (Fin AI Agent) | No — no native Teams integration; agents claim/reply in Intercom Inbox (web/desktop/mobile); Slack is the only chat-tool notification integration listed… | Yes on Expert plan only (or legacy Scale) — up to 300 brands per workspace, up to 25 domains per brand; Messenger style selected by the URL the customer arrives from | No — usage billed by Intercom per outcome, not by customer's cloud tokens | Partial — 'It's not possible to reassign a conversation to Fin from a teammate inbox'; workarounds: teammate triggers a reusable Workflow with a 'Let Fin handle/answer' step (Fin needs a new… | Per seat (Essential $29 / Advanced $85 / Expert $132 per seat/mo, annual) + per outcome for Fin ($0.99; qualification $9.99) + add-ons (Copilot $29/agent, Pro from $99/mo incl… |
| Zendesk (Suite + AI agents) | No in-Teams claim for website chats — messaging tickets are offered/assigned via omnichannel routing in Agent Workspace; the Teams app only lets agents view/update tickets… | One Web Widget per brand; brands: 1 by default on all plans, up to 5 on Suite Growth/Professional, up to 300 on Suite Enterprise/Enterprise Plus (compare table: 'Multiple help centers' 1 on… | — | not documented as an agent action (checked 2026-08-16); Sunshine Conversations switchboard 'pass control'/'release control' exists for custom bots. | Per agent seat per month (annual, or ~25-30% higher monthly) + per automated resolution beyond allowance (transitioning to a resolution-allowance/tier model since May 18… |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | No — reps accept/transfer/end sessions in the Service Console via Omni-Channel presence; the Teams integrations only mention/pin/edit CRM records (Salesforce for Microsoft Teams) or provide… | Yes — multiple Embedded Service deployments per org (each registered to one top-level domain and bound to one messaging channel, neither changeable after creation)… | Partial — BYOLLM connects a foundation model "from an LLM provider using your own account" (customer pays the provider) and "you consume 30% fewer Einstein Requests compared to other models"… | Partial — reps can transfer a session to a Flow, and Omni-Channel flows can route "to the right service rep, queue, or bot"; channels can also route directly to Agentforce… | Per seat (CRM edition, billed annually) + consumption for AI (Flex Credits per action, or $2 per conversation) + per-user add-ons; AI buying models Pre-Purchase / Pre-Commit / PayGo… |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | No — claiming ('Assign to me' for any unassigned conversation) happens in the Freshchat Team Inbox; the Freshworks Microsoft Teams app supports Freshdesk/Freshdesk Omni tickets only and does… | Yes — 'You can create up to 30 widgets in your Freshchat account' (Admin settings > Web chat > New widget); 'Multiple widgets' is 'available on the Growth plan and above' | No — AI usage is billed by Freshworks as session packs ('$49 per pack of 100 sessions'), not via a customer cloud account | not documented (checked 2026-08-17) — bot-builder and handoff articles cover bot→agent only; no agent→bot reassignment documented | Per seat (agent/month, annual billing) + Freddy AI Agent per 100-session packs + Freddy AI Copilot per agent add-on; day passes ($2/$7/$12 Growth/Pro/Enterprise)… |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | Not native — external users cannot join Teams 1:1/group chat; meeting chat only, after a Teams user is present and admits them from the lobby, and access ends when the meeting ends… | — (no widget concept; a thread holds 0–250 participants and 'a user can be a part an unlimited number of chat threads') | Yes — model calls run on your own Azure OpenAI/Foundry resource and are billed there ('Pricing per 1K tokens used'); ACS meters only messages/minutes | DIY — re-add the bot's ACS identity as a participant; no built-in flow | Pay-as-you-go consumption: $0.0008 per chat message sent (receive $0); $0.004 per participant-minute calling; Job Router first 100 jobs/month free… |
| Tidio (Lyro AI Agent) | No — agents claim in the Tidio inbox via "Join conversation" from the Unassigned folder; the Teams integration page describes only notifications/coordination in Teams and no help-centre arti… | Partial — one widget can be installed on multiple sites with "a shared chat appearance, agents, and panel settings", or one "project" per site each with "an independent configuration… | No — AI usage is billed by Tidio as Lyro AI conversations (no customer cloud/token pass-through). | not documented (checked 2026-08-16) — no documented action to return an agent-owned conversation to Lyro; Lyro takes new incoming chats first. | Flat plans metered by "billable conversations" (any conversation with a human-agent message; "Responses from Flows and Lyro AI Agent are not counted")… |
| Crisp | No — no native Teams app; agents claim/assign in Crisp Inbox (or reply from Slack); Teams only gets one-way notifications via Zapier/Make/n8n (integrations Crisp lists for Essentials/Plus)… | Yes, via multiple workspaces/Website IDs — 'A Crisp account is personal and can be connected to multiple workspaces'… | No — AI usage billed by Crisp as token-based Hugo credits | Partial — 'Allow Hugo AI Agent to reply again after resolution' (with configurable delay) once an agent resolved the conversation; no explicit mid-conversation hand-back documented | Flat per workspace/month with included seats (Free 2 / Mini 4 / Essentials 10 / Plus 20+); 'Additional agents (per month) $10' shown on Plus only (FAQ: paid opt-ins for 'more than 20 agents… |
| Zoho SalesIQ | No — chats are accepted (manual pickup or auto-assign) in the SalesIQ web dashboard, desktop app or mobile app; Teams receives only Zoho Flow-posted messages. | Yes — 'Brands': multiple websites in one portal, each with its own configuration and bot; 1 brand included by default, extra brands US$16/month billed annually (US$20 billed monthly). | Yes — customer enters own OpenAI Organization ID/API key ('Ensure to have a paid ChatGPT plan that includes API usage'); Zia Agents BYOK: 'Your vendor charges you based on your usage… | not documented (checked 2026-08-16) | Per operator per month (Free / Basic / Professional / Enterprise, monthly or annual) + add-ons: brand US$16 (annual) / US$20 (monthly), chatbot US$8/US$10, 5K bot sessions US$8/US$10… |
| HubSpot (Service Hub / Breeze Customer Agent) | Partial — with admin-level install, inbox live-chat/Messenger/WhatsApp messages can be received and replied to in a mapped Teams channel… | Yes — multiple chatflows per account with URL/visitor targeting and an explicit priority order when two target the same page | No — AI usage is metered in HubSpot Credits billed by HubSpot | not documented (checked 2026-08-16) | Per seat (Free/Starter/Professional/Enterprise) + HubSpot Credits for AI; Customer Agent = 50 credits per resolved conversation (resolution = support provided and no handoff to a human withi… |
| LiveChat (Text, Inc.) | No — the only Teams app is a third-party (SKlabs) notification sender; agents claim/pick chats ('Assign to me', queue pick-up) in the LiveChat app | Yes (via groups) — 'Add LiveChat to as many sites as you wish without any extra charges'; a group per website; 'Place your chat widget on multiple websites with no additional charge' on all… | — | Yes — 'human agents can transfer chats back to the bot' | Per agent seat per month (Starter $19 annual / $25 monthly, Team $49 / $59, Business $79 / $89; Enterprise custom)… |
| Chatwoot (open source / self-host) | No — no Teams integration; agents assign/claim in the Chatwoot dashboard (Slack integration allows replying + private notes only). | Yes — 'as many inboxes as you need, even multiple of the same type'; 'separate inboxes for each brand or website'. | Self-hosted: yes — BYOK; 'You control the data, costs, and which model is used'; Azure OpenAI endpoint supported. Cloud Captain: no (credit-based). | Agent bots: yes — 'return a handed-off conversation to the bot queue by changing the status back to pending'. For Captain: not explicitly documented. | Per agent per month (billed annually) for cloud and self-hosted paid editions; open-source Community edition free; AI via credits (cloud) or BYOK (self-host). |
Helpdesk suites and Teams "bridges" push a notification into Teams; the work still happens in their console, on their tokens. Here the queue and the live chat are the Teams tab today; settings, transfers, files and analysis in the same tab — Coming to Self-Hosted
The leading AI helpdesks bill about a dollar per AI resolution on their model. Point of Contact bills per human seat; the AI runs on Foundry you own, and Microsoft bills the tokens at Microsoft's rates.
Copilot Studio is a bot builder: as of August 2026 its web embed cannot hand a website chat to a person without an engagement hub such as Dynamics 365 Contact Center behind it.
A vendor that bundles its own tokens earns a margin on them, so matching bring-your-own-Foundry means giving that margin up across its whole book of business — which is why the arrangement is copied slowly, if at all.
T1 — Widgets and domains
Whether one tenant can run a branded widget per website, brand or app, and control who it answers for.
| Vendor | Website chat widget | Multiple widgets per tenant | Per-widget branding | Per-widget routing / agents | Per-widget sign-in mode | Source domain on closed chats |
|---|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | Yes — chat widget embedded on the customer-facing website; snippet + instructions for HTML, WordPress, Wix, Squarespace S-teams-live-chat-01 | not documented (checked 2026-08-16) — docs describe a single tenant-level widget bound to one trusted website URL S-teams-live-chat-01 | Tenant-level branding only: business logo, name, support language, welcome message set once in the Admin app S-teams-live-chat-01 | Single handoff support team (max 25 users), auto-assigned to next available member; no per-widget routing documented S-teams-live-chat-01, S-teams-live-chat-13 | — | not documented (checked 2026-08-16) S-teams-live-chat-01, S-teams-live-chat-02 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Yes — live chat widget (Classic, plus 'Modern' production-ready preview) configured per chat channel/workstream in Copilot Service admin center… S-dynamics-365-contact-center-06, S-dynamics-365-contact-center-07 | Yes — many chat channels/workstreams per org; rulesets group rules 'if you support multiple brands or sites'; each ruleset gets its own script tag… S-dynamics-365-contact-center-08, S-dynamics-365-contact-center-07 | Yes — Modern widget: brand color, chat-button/header icon (built-in or public .png/.svg URL), header text, greeting title/subtitle, legal disclaimer… S-dynamics-365-contact-center-07, S-dynamics-365-contact-center-08 | Yes — each widget belongs to a workstream that defines routing to queues (unified routing, context variables)… S-dynamics-365-contact-center-07, S-dynamics-365-contact-center-41 | Yes — an authentication-settings record is attached per chat widget (Behaviors tab); mandatory for persistent chat… S-dynamics-365-contact-center-20, S-dynamics-365-contact-center-07 | Partial — page URL/time-on-page and custom context are shown to representatives on the Additional details tab (proactive chat / context provider)… S-dynamics-365-contact-center-47, S-dynamics-365-contact-center-26 |
| Social Intents | Yes — JS widget; also WordPress/Shopify/Wix/Squarespace plugins, GTM custom-HTML tag and iframe embed S-social-intents-19, S-social-intents-38 | Yes, plan-capped: Lite 1 / Starter 1 / Basic 2 / Pro 5 / Business 10 (Enterprise 30+); each widget can map to a different Teams channel… S-social-intents-01, S-social-intents-20, S-social-intents-32 | Yes — each widget has own appearance (logo, tab colour, texts), localization, chatbot, schedule and targeting; 'Powered By' removable on paid plans S-social-intents-20, S-social-intents-18 | Yes — each widget points at its own Teams channel/Team ('Route Chats to Team'); AI 'Escalate Chat to Human' actions route by topic to a Target Channel… S-social-intents-10, S-social-intents-09, S-social-intents-39, S-social-intents-01 | not documented (checked 2026-08-16) — only pre-chat form fields, consent checkbox and JS-SDK pre-population (setChatInfo, lockable fields) per widget S-social-intents-34, S-social-intents-20 | Yes — reports/history filter by widget; chat records store page URL, referrer, widget name S-social-intents-24, S-social-intents-25 |
| Intercom (Fin AI Agent) | Yes — Intercom Messenger for web (JS code snippet, React/Angular/Vue/Ember, WordPress, GTM, Shopify, Segment) S-intercom-fin-11, S-intercom-fin-10 | Yes on Expert plan only (or legacy Scale) — up to 300 brands per workspace, up to 25 domains per brand… S-intercom-fin-08, S-intercom-fin-01 | Yes (Expert) — per-brand Messenger style, logo, colours, Fin name/avatar; light/dark/match-system palettes S-intercom-fin-08, S-intercom-fin-10 | Yes — Brand usable as a Workflow condition and inbox filter; each brand attached to a Help Center (one Help Center may serve several brands)… S-intercom-fin-08 | Partial — workspace-level settings differ for visitors vs users (who may start conversations via audience rules; 'Require email' automation for leads)… S-intercom-fin-10, S-intercom-fin-21 | Partial — custom reports/inbox can be filtered and segmented by Brand (domain-mapped); per-page URL and email-domain are not available as custom-report filters S-intercom-fin-08, S-intercom-fin-40 |
| Zendesk (Suite + AI agents) | Yes — messaging Web Widget (JS snippet) on all Suite plans; also embeddable inside a page container ('embedded mode')… S-zendesk-14, S-zendesk-01 | One Web Widget per brand; brands: 1 by default on all plans, up to 5 on Suite Growth/Professional… S-zendesk-13, S-zendesk-16, S-zendesk-01 | Yes — each brand's widget configured independently: Style (colors, logo, position, attachment permissions, launcher shape, text), responses, wait time, auth… S-zendesk-13, S-zendesk-23, S-zendesk-01 | Yes — brand is a ticket value usable in triggers/routing; each AI agent has a transfer group… S-zendesk-16, S-zendesk-19, S-zendesk-33 | Yes — each Web Widget has an Authentication tab (settings for authenticated vs unauthenticated visitors, help-center auth adoption, Forget history). S-zendesk-23, S-zendesk-52, S-zendesk-20 | Not native — brand is reportable in Explore; page URL/domain must be captured by the customer via a conversationFields script into a custom ticket field. S-zendesk-34, S-zendesk-16 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Yes — Enhanced Web Chat (formerly Messaging for Web): Embedded Service deployment for external non-Salesforce websites, Salesforce sites… S-salesforce-agentforce-04, S-salesforce-agentforce-06, S-salesforce-agentforce-05 | Yes — multiple Embedded Service deployments per org (each registered to one top-level domain and bound to one messaging channel… S-salesforce-agentforce-04, S-salesforce-agentforce-05, S-salesforce-agentforce-06 | Yes — per-deployment branding: colours, fonts (custom .ttf/.otf/.woff2 via Static Resources), avatars, chat-button image, chat-window width/height… S-salesforce-agentforce-04, S-salesforce-agentforce-05, S-salesforce-agentforce-06 | Yes — routing is set on the Messaging channel each deployment is bound to: Routing Type Omni-Flow (an Omni-Channel flow that routes to a specific service rep… S-salesforce-agentforce-41, S-salesforce-agentforce-25, S-salesforce-agentforce-05 | Yes — user verification is configured per Messaging channel/deployment: token-based (customer-issued JWT verified via JWKS) on external sites… S-salesforce-agentforce-44, S-salesforce-agentforce-07, S-salesforce-agentforce-09 | Partial — custom report types on MessagingSession break traffic down by Messaging Channel: Type and Channel Name (one channel per web deployment/domain)… S-salesforce-agentforce-31, S-salesforce-agentforce-04 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | Yes — 'Chat widget on website and mobile apps' listed on all plans incl. Free S-freshworks-01 | Yes — 'You can create up to 30 widgets in your Freshchat account' (Admin settings > Web chat > New widget)… S-freshworks-03, S-freshworks-04 | Yes — per-widget Branding: brand logo, welcome message and sub-message, conversation/FAQ titles, brand colour (solid/gradient), button colour, launcher colour… S-freshworks-03 | Yes — Topics ('conversation contexts that can be routed to different teams or bots'), up to 100 per widget… S-freshworks-03, S-freshworks-10 | Yes — 'Enforce user authentication' is switched on per widget (Admin Settings > Channels > Web Chat > Widgets > Configure > User authentication tab)… S-freshworks-07, S-freshworks-01 | not documented (checked 2026-08-17) — documented analytics filters are conversation status, agent group, message channel S-freshworks-21 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | Not shipped — you build one with the Chat SDK or the open-source React UI Library ChatComposite and host it yourself S-acs-diy-09, S-acs-diy-12 | — (no widget concept; a thread holds 0–250 participants and 'a user can be a part an unlimited number of chat threads') S-acs-diy-06 | DIY — UI Library components 'support customization to give the components the right feel and look to match an applications branding'… S-acs-diy-12 | DIY — Job Router provides queues, distribution/classification/exception policies and worker labels; you wire threads to jobs yourself S-acs-diy-10 | DIY — 'Server logic issuing access tokens can perform any custom authentication and authorization of the request' S-acs-diy-01 | not documented (checked 2026-08-16) — reporting is Azure Metrics Explorer / diagnostic logs on the resource S-acs-diy-05 |
| Tidio (Lyro AI Agent) | Yes — live-chat widget for any website; JS snippet or WordPress/Shopify/other platform plugins. S-tidio-27, S-tidio-03 | Partial — one widget can be installed on multiple sites with "a shared chat appearance, agents, and panel settings"… S-tidio-36, S-tidio-12, S-tidio-01 | Only via separate projects ("you will lose the option to separately customize the widget for each website" when sharing one widget)… S-tidio-04, S-tidio-34, S-tidio-01 | Not per-widget within a project. Routing is by Departments (Plus package; pre-chat survey choice, Flows "Reassign to a Department" node… S-tidio-33, S-tidio-32, S-tidio-01, S-tidio-12 | not documented (checked 2026-08-16) — no visitor sign-in mode; identity can only be pushed by the host site via document.tidioIdentify. S-tidio-13 | Per conversation, the panel shows the visitor's "Viewed Pages history" ("the most recent page accessed by the visitor within your website"), browser/OS/IP… S-tidio-26, S-tidio-21, S-tidio-12 |
| Crisp | Yes — 'Chat widget' on all plans incl. Free; 'Contact Form' on all plans; self-service 'Help widget' from Essentials S-crisp-01, S-crisp-32 | Yes, via multiple workspaces/Website IDs — 'A Crisp account is personal and can be connected to multiple workspaces'… S-crisp-09, S-crisp-12, S-crisp-01, S-crisp-10 | Per workspace/Website ID — colors, texts/welcome message, left/right position, locale text overrides… S-crisp-11, S-crisp-31, S-crisp-01, S-crisp-09 | Yes — separate Website IDs route to separate workspaces/teams; inside a workspace, sub-inboxes (Free/Mini 0, Essentials 2… S-crisp-09, S-crisp-16, S-crisp-01 | No sign-in mode setting documented; visitors are unidentified by default and the host site may pass a verified (HMAC-signed) email or a CRISP_TOKEN_ID from its… S-crisp-26, S-crisp-27 | Partial — analytics are per workspace (a website usually = a workspace); filters listed are segments, country, rating, visitor origin, first/last operator… S-crisp-21 |
| Zoho SalesIQ | Yes — website live-chat widget; installation code pasted above </body>; float or button styles; theme, colour and custom CSS. S-zoho-salesiq-03, S-zoho-salesiq-01 | Yes — 'Brands': multiple websites in one portal, each with its own configuration and bot; 1 brand included by default… S-zoho-salesiq-02, S-zoho-salesiq-01 | Yes — 'a unique set of customizations and configurations for each brand'; per-brand widget personalization (theme, colour, custom CSS, pre-chat form). S-zoho-salesiq-02, S-zoho-salesiq-03 | Yes — departments are assigned per brand ('route the visitors coming from a website to their respective departments'; at least one department per brand)… S-zoho-salesiq-03, S-zoho-salesiq-02 | Partial — per-brand pre-chat form (mandatory/optional fields); no visitor sign-in mode in the widget… S-zoho-salesiq-03, S-zoho-salesiq-18, S-zoho-salesiq-29, S-zoho-salesiq-19 | Yes — Reports 2.0 Brands module filters by 'Brand name'; chat history filters by 'embed'. S-zoho-salesiq-20, S-zoho-salesiq-26 |
| HubSpot (Service Hub / Breeze Customer Agent) | Yes — live chat / chatflow widget on any site with the HubSpot tracking code; also help desk chat channel (Service Hub Pro/Ent) S-hubspot-10, S-hubspot-11, S-hubspot-14 | Yes — multiple chatflows per account with URL/visitor targeting and an explicit priority order when two target the same page S-hubspot-10, S-hubspot-13 | Yes — each chatflow has its own Display tab (accent colour, name/avatar or custom team branding image, chat heading… S-hubspot-10, S-hubspot-01 | Yes — per chatflow: specific users/teams, load-balanced/round-robin/random, workflow-based, contact-owner, skill-based (help desk chat channel)… S-hubspot-10, S-hubspot-11 | Partial — email-capture timing is set per chatflow; identified (logged-in) mode requires the customer's own site login + Visitor Identification API (Pro/Ent)… S-hubspot-10, S-hubspot-16, S-hubspot-17 | Yes — Chat Overview dashboard includes 'Chat conversation totals by URL' (conversations starting on a specific page URL) S-hubspot-27 |
| LiveChat (Text, Inc.) | Yes — website chat widget; JS snippet pasted before </body> (Settings > Channels > Install LiveChat); CMS plugins available S-livechat-text-02 | Yes (via groups) — 'Add LiveChat to as many sites as you wish without any extra charges'; a group per website… S-livechat-text-02, S-livechat-text-01 | Yes per group — 'Setup for group' in widget Customization: 'changes will be applied only to the group that you have chosen'… S-livechat-text-02, S-livechat-text-01 | Yes — routing rules by 'Customer visits domain', page URL ('Contains' / 'Is exactly') and customer location (Business/Enterprise) to groups… S-livechat-text-03, S-livechat-text-02 | not documented (checked 2026-08-17) — Custom Identity Provider is a developer-implemented widget option; per-group scope not documented S-livechat-text-18 | Partial — reports/Archives filter by Group (group = website in the multi-site pattern) and Country; Archives 'Chat info' shows 'page the chat started on… S-livechat-text-27, S-livechat-text-19, S-livechat-text-25 |
| Chatwoot (open source / self-host) | Yes — Website inbox with configurable live-chat widget (website name/domain, widget colour, welcome heading/tagline, greeting, pre-chat form, business hours… S-chatwoot-05, S-chatwoot-29 | Yes — 'as many inboxes as you need, even multiple of the same type'; 'separate inboxes for each brand or website'. S-chatwoot-17, S-chatwoot-29 | Yes — per-inbox colour, welcome heading/tagline; widget position Left/Right; 'Standard Design' vs 'Expanded Bubble' with optional launcher text… S-chatwoot-05, S-chatwoot-29, S-chatwoot-38, S-chatwoot-01, S-chatwoot-02 | Yes — agents added per inbox (Collaborators tab) with per-inbox auto-assignment toggle; assignment policies (Round Robin… S-chatwoot-05, S-chatwoot-20, S-chatwoot-10 | Partial — per website inbox setting 'Require identity validation for all conversations' (Settings → Inboxes → inbox → Configuration → Identity Validation) rejec… S-chatwoot-09, S-chatwoot-07 | Partial — Inbox report gives metrics per inbox (each website inbox maps to one site/domain); no page/referrer domain dimension documented. S-chatwoot-21, S-chatwoot-35 |
T2 — AI and tokens
Whose model answers, who bills the tokens, and whether several agents can be registered.
| Vendor | BYO model or agent | BYO tokens billed by your own cloud | Vendor tokens bundled | Model choice | Multiple / specialist agents | AI keeps answering while queued |
|---|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | Not exposed: the only AI option in the setup flow is 'Add AI agent', which auto-creates a Copilot Studio agent grounded on the company's public website (Copilot… S-teams-live-chat-01 | AI usage is billed as Copilot Studio Copilot Credits (tenant packs, or pay-as-you-go via an Azure subscription billing plan)… S-teams-live-chat-07, S-teams-live-chat-08, S-teams-live-chat-09 | No — AI chatbot not included in M365 Business; 'For tenants with a Microsoft Copilot Studio license'; credits purchased separately S-teams-live-chat-01, S-teams-live-chat-07 | not documented (checked 2026-08-16) S-teams-live-chat-01 | not documented (checked 2026-08-16) — one AI agent grounded on website content S-teams-live-chat-01 | not documented (checked 2026-08-16) S-teams-live-chat-01 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Partial — Copilot Studio prompt tools can connect your own Azure AI Foundry model deployment (chat-completions endpoint only… S-dynamics-365-contact-center-27, S-dynamics-365-contact-center-28, S-dynamics-365-contact-center-49 | Partial — with a bring-your-own Foundry model in a prompt tool, Copilot Studio charges only an agent action… S-dynamics-365-contact-center-46, S-dynamics-365-contact-center-03 | Copilot Credits are sold as tenant packs (25,000 credits/month, $200/pack), pay-as-you-go via Azure, or a one-year pre-purchase plan… S-dynamics-365-contact-center-01, S-dynamics-365-contact-center-02, S-dynamics-365-contact-center-04 | Yes — dropdown to select the agent's primary orchestration model (tags Deep/Auto/General; GA/preview/experimental): GPT-4.1 (default)… S-dynamics-365-contact-center-28, S-dynamics-365-contact-center-50 | Yes — generative orchestration selects child and connected agents by description; Contact Center ships prebuilt agents (Customer Intent… S-dynamics-365-contact-center-29, S-dynamics-365-contact-center-45, S-dynamics-365-contact-center-41 | not documented (checked 2026-08-16) — after Transfer conversation the chat is routed to a queue and the widget shows queue-position / average-wait system messag… S-dynamics-365-contact-center-07, S-dynamics-365-contact-center-09, S-dynamics-365-contact-center-41 |
| Social Intents | Yes — BYOK: customer's OpenAI, Anthropic or Google API key entered per widget (Chatbot Type dropdown); Google Dialogflow also selectable as chatbot type S-social-intents-07, S-social-intents-05, S-social-intents-33 | Yes with BYOK — provider bills the customer's OpenAI/Anthropic/Google account; docs: 'OpenAI requires a payment method on file before your API key will work' S-social-intents-06, S-social-intents-33 | Yes — docs: GPT-3.5 Turbo and GPT-4o included free 'on any paid Social Intents plan' (no API key), metered by AI conversations/month… S-social-intents-07, S-social-intents-06, S-social-intents-01 | Yes — model dropdown per widget: OpenAI (GPT-3.5 Turbo/GPT-4o free; gpt-4.1/gpt-5.2/5-mini/5-nano BYOK), Claude (3 → Sonnet/Haiku/Opus 4.5, BYOK)… S-social-intents-07, S-social-intents-33, S-social-intents-01 | Partial — one chatbot per widget (different training/engine per widget) plus AI Actions and 'AI Triage + Department Routing' to different Teams channels… S-social-intents-08, S-social-intents-20 | Partial — 'Chatbot + Agents Active' mode lets AI answer while agents are invited in Teams and can chime in… S-social-intents-05, S-social-intents-14, S-social-intents-17 |
| Intercom (Fin AI Agent) | No — Fin runs only on Intercom-selected models (own custom LLMs incl. Apex, plus OpenAI / Anthropic / Azure OpenAI / Google Vertex / AWS Bedrock as AI subproces… S-intercom-fin-37, S-intercom-fin-39, S-intercom-fin-12 | No — usage billed by Intercom per outcome, not by customer's cloud tokens S-intercom-fin-02, S-intercom-fin-03 | Yes — inference is bundled into the $0.99-per-outcome price; Copilot is a flat $29/agent/mo… S-intercom-fin-01, S-intercom-fin-02, S-intercom-fin-43 | No customer model choice — Intercom uses 'custom LLMs trained on real customer service interactions' and 'may also use a mixture of models' from several provide… S-intercom-fin-37, S-intercom-fin-39 | No separate specialist agents — 'Fin operates as a single agent that switches between roles' (Service/Sales/Ecommerce); per-brand identity… S-intercom-fin-37, S-intercom-fin-08, S-intercom-fin-43 | Not by default — Fin stops once a teammate sends a message; optional Workflow ('If teammate has been unresponsive' trigger… S-intercom-fin-17, S-intercom-fin-15, S-intercom-fin-14, S-intercom-fin-16 |
| Zendesk (Suite + AI agents) | BYO LLM not documented (checked 2026-08-16) — Zendesk selects and hosts the third-party LLMs… S-zendesk-01, S-zendesk-40, S-zendesk-29 | — | Yes — AI agents included in every Suite/Support plan with 5 automated resolutions (ARs)/agent/month (Support Team, Suite Team), 10 (Suite Growth… S-zendesk-01, S-zendesk-55 | Not customer-selectable. Zendesk uses 'Generative AI and Zendesk proprietary intent models'; LLMs run via AWS Bedrock, Microsoft Azure, Groq, Fireworks AI… S-zendesk-02, S-zendesk-29 | Yes — multiple AI agents per account (grouped; routing rules decide which AI agent answers each channel); only one 'default responder' per instance… S-zendesk-40, S-zendesk-19, S-zendesk-26 | not documented as a feature (checked 2026-08-16); after escalation the conversation is routed to a human queue and an estimated wait-time / queue-position banne… S-zendesk-47, S-zendesk-38 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Partial — the Agentforce reasoning engine uses the org-level model option (Salesforce Default = GPT-4.1 new builder / GPT-4o legacy… S-salesforce-agentforce-13, S-salesforce-agentforce-12, S-salesforce-agentforce-11, S-salesforce-agentforce-14 | Partial — BYOLLM connects a foundation model "from an LLM provider using your own account" (customer pays the provider) and "you consume 30% fewer Einstein Requ… S-salesforce-agentforce-15, S-salesforce-agentforce-11, S-salesforce-agentforce-01 | Yes — inference on Salesforce-managed models is included in the Flex Credit ($500 per 100k; Agentforce action = 20 credits… S-salesforce-agentforce-01, S-salesforce-agentforce-02 | Yes — org-level model option in Setup (Salesforce Default / AWS-Hosted Claude Haiku 4.5 on Bedrock / Google Gemini 3.5 Flash on Vertex AI… S-salesforce-agentforce-13, S-salesforce-agentforce-12, S-salesforce-agentforce-11 | Yes — subagents (formerly topics, renamed April 2026) inside an agent with their own instructions/actions/model… S-salesforce-agentforce-17, S-salesforce-agentforce-12, S-salesforce-agentforce-10 | Not documented as a feature (checked 2026-08-17) — the agent sends an escalation message and hands the session to the outbound Omni-Channel flow… S-salesforce-agentforce-10, S-salesforce-agentforce-19 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | No — 'Freddy AI is model-agnostic. It uses a mix of proprietary models, fine-tuned open-source models… S-freshworks-09, S-freshworks-08 | No — AI usage is billed by Freshworks as session packs ('$49 per pack of 100 sessions'), not via a customer cloud account S-freshworks-02, S-freshworks-01 | Yes — '500 one-time complimentary sessions' on Growth/Pro/Enterprise (none on Free); then $49 per 100-session pack… S-freshworks-02, S-freshworks-01 | No customer choice documented — model selection is done by Freshworks per task (mix of proprietary, fine-tuned open-source and commercial LLMs)… S-freshworks-09 | Yes — AI Agent Studio 'Create AI Agent' with own name/avatar/primary language, custom instructions, knowledge… S-freshworks-10, S-freshworks-08 | not documented (checked 2026-08-17) — handover articles say the conversation is 'made available for assignment' / 'pushed to the new conversations view' but do… S-freshworks-11, S-freshworks-17 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | DIY — enable the Azure Bot Service 'Azure Communication Services - Chat' channel and add the bot as a thread participant… S-acs-diy-08, S-acs-diy-06 | Yes — model calls run on your own Azure OpenAI/Foundry resource and are billed there ('Pricing per 1K tokens used'); ACS meters only messages/minutes S-acs-diy-16, S-acs-diy-04 | No — ACS sells no AI tokens; chat is billed per message sent only S-acs-diy-04 | Any — you own the bot code; UI Library 'can connect with Open AI or any other model' S-acs-diy-12, S-acs-diy-08 | DIY — docs describe adding two bots to one thread but warn you must prevent bot-to-bot 'infinite loop of messages' yourself S-acs-diy-08 | DIY — 'You can design your application to transition a conversation from a bot to a human'; queue behaviour is your logic S-acs-diy-08 |
| Tidio (Lyro AI Agent) | No — "We use Claude (Anthropic AI) and our in-house models to power Lyro"; no BYO model/API key documented ("Lyro Connect"/Actions connect Lyro to third-party a… S-tidio-02, S-tidio-22 | No — AI usage is billed by Tidio as Lyro AI conversations (no customer cloud/token pass-through). S-tidio-01, S-tidio-02 | Yes — every account gets 50 Lyro conversations free (one-off, lifetime); Lyro add-on tiers 50–1,000 conversations/month, custom above 1,000… S-tidio-01, S-tidio-02, S-tidio-24 | No customer model choice documented; vendor-selected (Lyro: Claude + in-house; Reply Assistant "GPT-4 technology"). S-tidio-02, S-tidio-03 | not documented (checked 2026-08-16) — one Lyro agent per project, extended with Actions/Guidance rules and Flows; no multi-specialist agent routing documented. S-tidio-09, S-tidio-15 | not documented (checked 2026-08-16) — handoff options are "Transfer conversation to agent" (chat lands in the Unassigned folder)… S-tidio-09, S-tidio-24 |
| Crisp | No — 'You cannot connect your own model or an external provider API key'; Hugo can be extended with custom tools/data sources via MCP S-crisp-03, S-crisp-33 | No — AI usage billed by Crisp as token-based Hugo credits S-crisp-02, S-crisp-03 | Yes — $5 (Mini, ~90 automated conversations), $25 (Essentials, ~450), $75 (Plus, ~1,350) of Hugo credits/month; Free: none… S-crisp-01, S-crisp-02, S-crisp-08, S-crisp-30 | Yes — curated list: OpenAI GPT-5.5/5.4/5.2/5.1 (+legacy), Anthropic Claude 4.8 Opus / 4.6 Sonnet / 4.5 Haiku, Google Gemini 3.5 Flash / 3 Flash Preview… S-crisp-03, S-crisp-04 | not documented (checked 2026-08-17) — Hugo is presented as a single agent per workspace; workflows can hand to Hugo ('Answer with Hugo') and Copilot is a separa… S-crisp-33, S-crisp-22 | not explicitly documented (checked 2026-08-17) — on escalation the conversation 'leaves the Automated inbox' and 'Hugo will automatically let the user know that… S-crisp-06, S-crisp-46 |
| Zoho SalesIQ | Yes — BYOAI: Answer Bot/AI features on Zia (in-house), OpenAI (incl. OpenAI Assistants), Anthropic, Google AI, DeepSeek or a custom service via REST/webhook… S-zoho-salesiq-05, S-zoho-salesiq-07, S-zoho-salesiq-06, S-zoho-salesiq-01 | Yes — customer enters own OpenAI Organization ID/API key ('Ensure to have a paid ChatGPT plan that includes API usage')… S-zoho-salesiq-06, S-zoho-salesiq-08, S-zoho-salesiq-09 | Partly — bot chat sessions bundled per plan (Basic 25K / Pro 50K / Ent 200K per month); Zia (Zoho in-house) is a selectable Answer Bot vendor with no separate p… S-zoho-salesiq-01, S-zoho-salesiq-07, S-zoho-salesiq-08, S-zoho-salesiq-09 | Yes — Answer Bot lists gpt-3.5-turbo/gpt-4/gpt-4o/gpt-4o-mini (+ OpenAI Assistants), claude-sonnet-4-6/claude-opus-4-6/claude-haiku-4-5… S-zoho-salesiq-07, S-zoho-salesiq-08 | Yes — multiple Zia Agents deployable as operators in one portal (help: 'Maximum of five'; blog: 'up to ten'), no operator licence needed… S-zoho-salesiq-11, S-zoho-salesiq-10, S-zoho-salesiq-02 | No evidence (checked 2026-08-16) — the documented busy-operator pattern is the bot's operator_busy action: the visitor is 'prompted to leave a message and the c… S-zoho-salesiq-17 |
| HubSpot (Service Hub / Breeze Customer Agent) | No — Customer Agent is HubSpot-operated; no BYO model/API key documented; HubSpot names OpenAI, AWS and Google as its AI service providers S-hubspot-05, S-hubspot-30 | No — AI usage is metered in HubSpot Credits billed by HubSpot S-hubspot-04, S-hubspot-01 | Yes — monthly HubSpot Credits included: Starter 500, Professional 3,000, Enterprise 5,000 (based on highest tier, not combined across subscriptions)… S-hubspot-01, S-hubspot-04, S-hubspot-38 | not documented (checked 2026-08-16) — no model selector; AI cloud FAQ only names providers (OpenAI, AWS, Google) S-hubspot-30 | Partial — one customer agent per brand ("you can create a customer agent for each brand"); rule-based bots can hand to the customer agent… S-hubspot-05, S-hubspot-08 | not documented (checked 2026-08-16) — options are live handoff, async handoff, or 'Don't handoff to anyone' (agent keeps answering)… S-hubspot-06 |
| LiveChat (Text, Inc.) | not documented (checked 2026-08-17) — AI Agent is Text's own; no BYO model/API key documented… S-livechat-text-06, S-livechat-text-21 | — | Yes — Text Intelligence agent-assist (reply suggestions, chat summaries, text enhancement) bundled in every LiveChat plan… S-livechat-text-01, S-livechat-text-06, S-livechat-text-07 | not documented (checked 2026-08-17) S-livechat-text-21 | Yes — Essential 1 AI Agent, Growth 10, Enterprise 50/custom ('If you need several dedicated AI Agents for different brands, websites, or use cases')… S-livechat-text-06, S-livechat-text-07 | Not documented as a feature (checked 2026-08-17); docs state 'Bots cannot take chats from a queue' and 'Chatbot integration doesn't work when manual routing is… S-livechat-text-10, S-livechat-text-09 |
| Chatwoot (open source / self-host) | Self-hosted: yes — Captain configured with your own OpenAI API key, optional custom OpenAI-compatible endpoint (Azure OpenAI/local per changelog)… S-chatwoot-03, S-chatwoot-04, S-chatwoot-32, S-chatwoot-15 | Self-hosted: yes — BYOK; 'You control the data, costs, and which model is used'; Azure OpenAI endpoint supported. Cloud Captain: no (credit-based). S-chatwoot-03, S-chatwoot-04, S-chatwoot-12 | Cloud: yes — 300 (Startups) / 500 (Business) / 800 (Enterprise) Captain credits per month; Hacker: not included; extra $20 per 1,000 credits. S-chatwoot-01, S-chatwoot-12 | Cloud: 'a fixed model configuration only is supported'. Self-hosted: model field, default gpt-4o-mini, other supported models (e.g. gpt-5), custom endpoint. S-chatwoot-12, S-chatwoot-03 | Partial — multiple assistants can be created, but 'each inbox can only be connected to one assistant at a time'; up to 15 custom API tools per account (HTTPS… S-chatwoot-10, S-chatwoot-33 | No (inferred from documented status model) — Captain works on 'pending' conversations; on handoff the conversation is 'marked as open for your team' and Captain… S-chatwoot-11, S-chatwoot-04, S-chatwoot-14 |
T3 — Handoff and availability
How a conversation moves between the AI and people, and what happens when nobody is available.
| Vendor | AI → human on request | Claim the chat in Microsoft Teams | Transfer human → human | Hand back to AI | Business hours | Fallback contact CTA |
|---|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | Yes — 'If no answer is found or if the website visitor wants to talk to a human agent, a Teams customer request is sent to your support team' S-teams-live-chat-01 | Auto-assignment, not claim: Teams assigns the request to the next available support member based on Teams status… S-teams-live-chat-01, S-teams-live-chat-02 | Reassign only: 'You can also change who is working on the request or update the ticket's status from the chat' S-teams-live-chat-02 | not documented (checked 2026-08-16) S-teams-live-chat-01 | Yes — 'Live chat requests are only relayed to your support team during the business hours that you define' S-teams-live-chat-01 | Yes — outside hours/no one available: collects email or phone number, or offers to schedule an appointment (appointment booking, preview) S-teams-live-chat-01 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Yes — implicit ('talk to agent' / unrecognised intent → Escalate system topic) or explicit Transfer conversation node with a private message to the agent… S-dynamics-365-contact-center-09, S-dynamics-365-contact-center-41 | No — representatives accept/handle chats in Copilot Service workspace (Dynamics 365 web app), not Teams; Teams is used for embedded collaboration chat… S-dynamics-365-contact-center-12, S-dynamics-365-contact-center-13, S-dynamics-365-contact-center-11, S-dynamics-365-contact-center-51 | Yes — transfer to a queue by default; direct transfer to a named representative when admin enables 'Transfer to representatives'; consult; reroute (preview)… S-dynamics-365-contact-center-15, S-dynamics-365-contact-center-17 | Yes — representative can transfer the conversation to a (second) AI agent in the same or another queue… S-dynamics-365-contact-center-16, S-dynamics-365-contact-center-17 | Yes — operating-hours records (holidays, DST) attached to chat widgets (show/hide widget outside hours) and queues; separate schedules for representatives… S-dynamics-365-contact-center-19, S-dynamics-365-contact-center-07 | Yes — Escalate system topic can carry a support-site/ticketing URL or email instructions when no hub is connected… S-dynamics-365-contact-center-09, S-dynamics-365-contact-center-19 |
| Social Intents | Yes — Human Escalation Trigger Phrases (case-insensitive substring), 'Talk to an Agent' quick-reply button, AI-instructed invite_agent button… S-social-intents-14, S-social-intents-13, S-social-intents-09, S-social-intents-01 | Yes — invitation posted in Teams channel; any member clicks Join; 'The agent who joins first becomes the primary responder' S-social-intents-10, S-social-intents-11 | Yes — @mention colleague in the Teams post, they click Open Chat and respond in the live chat console to take over… S-social-intents-12, S-social-intents-10 | No — docs: 'There is no automatic way to transfer the conversation back to the chatbot'; 'Once an agent joins the chat from Teams, the AI stops responding' S-social-intents-14, S-social-intents-08 | Yes — per-widget Online Schedule ('daily hours and timezone') plus holiday schedule; or availability from agent login status ('Always stay online' per-agent opt… S-social-intents-15, S-social-intents-18 | Yes — configurable no-answer timeout (30 s–8 h, default 3 min) whose message should 'Offer an alternative (email, phone, leave a message)'… S-social-intents-17, S-social-intents-16 |
| Intercom (Fin AI Agent) | Yes — Fin escalates on customer request, frustration/anger, repetitive loops; Escalation Rules (attributes) + Escalation Guidance (natural language) configurabl… S-intercom-fin-14, S-intercom-fin-15 | No — no native Teams integration; agents claim/reply in Intercom Inbox (web/desktop/mobile); Slack is the only chat-tool notification integration listed… S-intercom-fin-05, S-intercom-fin-04, S-intercom-fin-06, S-intercom-fin-42 | Yes — reassign to teammate/team from Inbox ('A' shortcut / Assign to); round robin assignment; away mode returns conversation to team S-intercom-fin-24 | Partial — 'It's not possible to reassign a conversation to Fin from a teammate inbox'; workarounds: teammate triggers a reusable Workflow with a 'Let Fin handle… S-intercom-fin-13, S-intercom-fin-16, S-intercom-fin-44 | Yes — default + per-team office hours, holiday hours; Messenger shows when team is back; Fin workflow handover respects office hours; not per teammate S-intercom-fin-20, S-intercom-fin-16 | Yes — Fin can 'close conversation and offer other ways for the customer to get help' (e.g. contact number/link)… S-intercom-fin-15, S-intercom-fin-14 |
| Zendesk (Suite + AI agents) | Yes — escalation blocks in the AI-agent dialogue builder ('Forward to an agent' or 'Send an email'), optionally gated by an availability block. S-zendesk-26 | No in-Teams claim for website chats — messaging tickets are offered/assigned via omnichannel routing in Agent Workspace… S-zendesk-05, S-zendesk-24, S-zendesk-38 | Yes — 'Transfers between agents & departments' ('The agent serving a session can transfer it to another agent or department') and 'Warm transfer' on Suite Team+… S-zendesk-01 | not documented as an agent action (checked 2026-08-16); Sunshine Conversations switchboard 'pass control'/'release control' exists for custom bots. S-zendesk-36 | Yes — Schedules (business hours + holidays) on Suite Growth/Professional/Enterprise (one schedule on Growth/Professional; multiple on Enterprise… S-zendesk-44, S-zendesk-01, S-zendesk-22 | Yes — closed-hours branch can show a hours message/follow-up options or escalate by email instead of messaging… S-zendesk-26, S-zendesk-22, S-zendesk-37 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Yes — the Escalation subagent (e.g., customer says "transfer to a representative") sends an editable… S-salesforce-agentforce-10 | No — reps accept/transfer/end sessions in the Service Console via Omni-Channel presence; the Teams integrations only mention/pin/edit CRM records (Salesforce fo… S-salesforce-agentforce-19, S-salesforce-agentforce-39, S-salesforce-agentforce-40, S-salesforce-agentforce-38 | Yes — transfer to Agent (only reps online with a Messaging presence, capacity % shown), Queue (estimated wait shown) or Flow… S-salesforce-agentforce-19, S-salesforce-agentforce-20 | Partial — reps can transfer a session to a Flow, and Omni-Channel flows can route "to the right service rep, queue, or bot"… S-salesforce-agentforce-19, S-salesforce-agentforce-41, S-salesforce-agentforce-20, S-salesforce-agentforce-25 | Yes — a Business Hours record on the deployment hides the web chat button outside hours (In-App shows a banner); API can override/hide/show the button… S-salesforce-agentforce-21, S-salesforce-agentforce-05 | Yes — if the transfer isn't completed the agent continues the session and can be instructed to create a case (Create Case with Enhanced Data action)… S-salesforce-agentforce-10 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | Yes — handover when 'A customer explicitly requests a human agent', 'The issue is outside the AI Agent's configured scope', or sensitive topics… S-freshworks-11, S-freshworks-17 | No — claiming ('Assign to me' for any unassigned conversation) happens in the Freshchat Team Inbox… S-freshworks-13, S-freshworks-28, S-freshworks-27 | Yes — 'you can assign customer conversations to another agent in your group or to a different group or agent as well' (individual reassignment via dropdown… S-freshworks-13 | not documented (checked 2026-08-17) — bot-builder and handoff articles cover bot→agent only; no agent→bot reassignment documented S-freshworks-13, S-freshworks-17, S-freshworks-11 | Yes — 'Business hours - global, multiple, group specific' (Growth+); widget 'Messenger Visibility' can be 'only visible within your working hours'… S-freshworks-01, S-freshworks-03, S-freshworks-11 | Yes — Away (Offline) Experience: customers 'prompted to enter their email ID or their phone number'; AI agent outside-hours custom message S-freshworks-15, S-freshworks-11 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | DIY — 'the chat thread must be handed off from the bot to a human agent'; Bot Framework handoff design pattern referenced, nothing shipped S-acs-diy-08 | Not native — external users cannot join Teams 1:1/group chat; meeting chat only, after a Teams user is present and admits them from the lobby… S-acs-diy-02, S-acs-diy-18, S-acs-diy-01, S-acs-diy-09 | DIY — Add/remove participants API on threads; Job Router escalation via classification/exception policies (in meeting-interop… S-acs-diy-05, S-acs-diy-10, S-acs-diy-18 | DIY — re-add the bot's ACS identity as a participant; no built-in flow S-acs-diy-08 | not documented (checked 2026-08-16) S-acs-diy-10 | DIY — nothing built in; Microsoft sample escalates a chat to a bot-initiated PSTN call via Call Automation and routes to a technician with Job Router S-acs-diy-16 |
| Tidio (Lyro AI Agent) | Yes — when a visitor needs a person or Lyro lacks an answer: "Transfer conversation to agent" (default), "Keep conversation", or create a ticket… S-tidio-09, S-tidio-02, S-tidio-22 | No — agents claim in the Tidio inbox via "Join conversation" from the Unassigned folder; the Teams integration page describes only notifications/coordination in… S-tidio-10, S-tidio-08, S-tidio-06 | Yes — Reassign via "the three dots menu located next to the conversation" or the Assignee label… S-tidio-10 | not documented (checked 2026-08-16) — no documented action to return an agent-owned conversation to Lyro; Lyro takes new incoming chats first. S-tidio-08, S-tidio-09 | Yes — Operating hours (Starter, Growth, Plus packages) auto-switch agent status by schedule/timezone… S-tidio-11, S-tidio-01 | Yes — offline contact form collects email + message, optional ticket submission when offline… S-tidio-11, S-tidio-22 |
| Crisp | Yes — 'Offer human when Hugo can't find an answer', 'Automatically escalate when the user is frustrated or asks for a human', situational escalation rules… S-crisp-06, S-crisp-05 | No — no native Teams app; agents claim/assign in Crisp Inbox (or reply from Slack); Teams only gets one-way notifications via Zapier/Make/n8n (integrations Cris… S-crisp-34, S-crisp-18, S-crisp-17, S-crisp-01 | Yes — 'assign a conversation manually to yourself or to a teammate'; @mentions pull a teammate in; routing can 'Re-run rules if assigned operator is offline' S-crisp-24, S-crisp-16 | Partial — 'Allow Hugo AI Agent to reply again after resolution' (with configurable delay) once an agent resolved the conversation… S-crisp-07, S-crisp-46 | Yes — per-agent availability schedule (Settings → Account → Availability), 'Working hours settings' row on all plans, Hugo office-hours (timezone… S-crisp-13, S-crisp-01, S-crisp-07, S-crisp-14 | Yes — 'Hide the chatbox if all operators are away', contact-form channel on all plans, out-of-office workflow with choice buttons… S-crisp-44, S-crisp-14, S-crisp-01, S-crisp-45 |
| Zoho SalesIQ | Yes — Answer Bot 'conversational handoff' ('transfer the chat to a human operator when the visitor requests via chat') plus a static handoff link… S-zoho-salesiq-07, S-zoho-salesiq-11 | No — chats are accepted (manual pickup or auto-assign) in the SalesIQ web dashboard, desktop app or mobile app; Teams receives only Zoho Flow-posted messages. S-zoho-salesiq-16, S-zoho-salesiq-28, S-zoho-salesiq-01, S-zoho-salesiq-13 | Yes — transfer to another operator or department; invite other operators (group chat); 'Chat routing, transfer and group chat' from Basic. S-zoho-salesiq-15, S-zoho-salesiq-01 | not documented (checked 2026-08-16) S-zoho-salesiq-15 | Yes — per-brand business hours with multiple daily intervals; 'Hide Chat widget outside business hours' option; Basic plan and above. S-zoho-salesiq-14, S-zoho-salesiq-01 | Yes — when the queue limit is reached 'the visitors will be asked to leave a message'; bots can use operator_busy (busy or non-business hours) to prompt for a m… S-zoho-salesiq-16, S-zoho-salesiq-17 |
| HubSpot (Service Hub / Breeze Customer Agent) | Yes — default handoff triggers: agent can't answer, visitor requests a human, agent paused; custom keyword/phrase triggers (e.g. 'Cancellation', 'Refund') S-hubspot-06, S-hubspot-08 | Partial — with admin-level install, inbox live-chat/Messenger/WhatsApp messages can be received and replied to in a mapped Teams channel… S-hubspot-21, S-hubspot-22, S-hubspot-23, S-hubspot-20 | Yes — Owner dropdown reassigns a conversation to another user or team; help desk 'Ticket owner' / 'Assigned Teams' reassignment S-hubspot-25, S-hubspot-24 | not documented (checked 2026-08-16) S-hubspot-06, S-hubspot-25 | Yes — availability by team-member status, business hours, or 24/7; away message / return time / hide launcher… S-hubspot-10, S-hubspot-11 | Yes — away message, show return time, email capture, knowledge-base Help tab (browse/search articles) in the widget S-hubspot-10, S-hubspot-11 |
| LiveChat (Text, Inc.) | Yes — bot 'transfer' action 'redirect[s] chats from the bot to agents'; AI Agent hands over mid-thread with context S-livechat-text-09, S-livechat-text-06 | No — the only Teams app is a third-party (SKlabs) notification sender; agents claim/pick chats ('Assign to me', queue pick-up) in the LiveChat app S-livechat-text-05, S-livechat-text-24, S-livechat-text-12 | Yes — 'Transfer to…' an agent or a group; group transfer goes 'to the first available agent in this group, based on chat routing rules'… S-livechat-text-11, S-livechat-text-23 | Yes — 'human agents can transfer chats back to the bot' S-livechat-text-09 | Yes — Work scheduler 'switches agents' statuses to Accept chats during pre-set working hours' and applies to bots (Business/Enterprise)… S-livechat-text-14, S-livechat-text-12 | Yes — offline: widget shows 'Agents are away'; after 'Chat now' the customer is prompted to 'provide an email address' for notifications… S-livechat-text-12 |
| Chatwoot (open source / self-host) | Yes — assistant hands off 'to a human agent when required' / when it lacks knowledge ('Handoff to Human' built-in action); conversation becomes open. S-chatwoot-14, S-chatwoot-10, S-chatwoot-11, S-chatwoot-13 | No — no Teams integration; agents assign/claim in the Chatwoot dashboard (Slack integration allows replying + private notes only). S-chatwoot-22, S-chatwoot-23, S-chatwoot-24 | Yes — 'Assign a conversation to an agent' / 'Assign conversation to a team'; others 'can be added as Conversation Participants'. S-chatwoot-16, S-chatwoot-17 | Agent bots: yes — 'return a handed-off conversation to the bot queue by changing the status back to pending'. For Captain: not explicitly documented. S-chatwoot-15, S-chatwoot-14 | Yes — 'Business Hours are set per inbox' with timezone and out-of-office message (sent once per day per conversation)… S-chatwoot-18, S-chatwoot-11 | Partial — out-of-office auto-reply message; conversation continues via email if the visitor leaves (requires an email via setUser… S-chatwoot-18, S-chatwoot-29, S-chatwoot-40 |
T4 — External users and files
Registration through the customer’s own directory, and what a registered user can submit.
| Vendor | Registration via the customer's IdP | Anonymous → registered in the widget | History across sessions / devices | File upload (registered users) | Submit / review workflow | Storage location |
|---|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | None documented — visitor flow is anonymous; the Live chat bot only gathers contact information before connecting S-teams-live-chat-01 | — | not documented (checked 2026-08-16) for the visitor side; agent side keeps requests/conversations in the Live chat requests Team dashboard S-teams-live-chat-02 | not documented (checked 2026-08-16) S-teams-live-chat-01 | — | Customer's own M365 tenant: Teams channel + associated List data ('Existing Teams channels and associated List data remain available according to… S-teams-live-chat-01, S-teams-live-chat-11 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Yes — authenticated chat via OAuth 2.0 JWT (RS256) issued by the customer's own site/IdP; admin registers public-key URL + JS token function… S-dynamics-365-contact-center-20 | not documented (checked 2026-08-16) — docs advise redirecting users to your authentication page before chat if the button is exposed pre-auth… S-dynamics-365-contact-center-20 | Yes — persistent chat (authentication mandatory): customers close and return and 'still see their history and pick up where they left'… S-dynamics-365-contact-center-18 | Yes — file attachments for customers and representatives (per-channel toggles), default 5 MB limit (configurable up to 128 MB; live-chat images max 20 MB)… S-dynamics-365-contact-center-22, S-dynamics-365-contact-center-23 | not documented (checked 2026-08-16) S-dynamics-365-contact-center-22 | Yes — attachments and transcripts stored in the Dataverse Annotations table ('an Azure BLOB-based entity') in the customer's environment geo. S-dynamics-365-contact-center-23, S-dynamics-365-contact-center-24 |
| Social Intents | not documented (checked 2026-08-16) — member sites pre-populate visitor identity via JS SDK setChatInfo/addParams instead S-social-intents-34, S-social-intents-20 | not documented (checked 2026-08-16) — only pre-chat form / consent checkbox capture S-social-intents-22, S-social-intents-23 | No visitor-side history documented — widget 'uses sessionStorage only (not persistent cookies)' cleared when the tab closes… S-social-intents-22, S-social-intents-24 | Yes (any visitor) — widget setting 'File Uploads: Allow visitors to upload files during the chat'; 'File sharing' feature; not tied to registration S-social-intents-18, S-social-intents-40 | — S-social-intents-18 | Vendor-hosted AWS, United States; files in S3; encrypted in transit (TLS) and at rest; optional zero-retention/history-disabled mode (enabled via support) S-social-intents-30, S-social-intents-29, S-social-intents-28, S-social-intents-04 |
| Intercom (Fin AI Agent) | Yes (indirect) — user identity comes from the customer's own app/backend via JWT (or deprecated HMAC user_hash); Intercom provides no login UI S-intercom-fin-23, S-intercom-fin-10 | Yes — 'When a lead signs up or logs into your app, the lead is converted to a user and their conversations and activity history are carried over' S-intercom-fin-22 | Yes for identified users (JWT prevents impersonation and protects historical conversations); leads' history carried over on conversion… S-intercom-fin-10, S-intercom-fin-22, S-intercom-fin-42 | Yes — leads and users can send attachments (100 MB/file, unlimited count); toggle + audience rules in Workspace > Security > Attachments S-intercom-fin-26 | not documented (checked 2026-08-16) S-intercom-fin-26 | Intercom-hosted on AWS; workspace data region us-east-1, eu-west-1 or ap-southeast-2 chosen at workspace creation (regional hosting on Advanced/Expert… S-intercom-fin-27 |
| Zendesk (Suite + AI agents) | Yes — customer backend signs JWTs (external_id, optional email/name) with a Zendesk signing key and calls loginUser… S-zendesk-20, S-zendesk-04, S-zendesk-50 | Yes — authenticating mid-conversation upgrades the unauthenticated user, or merges the unauthenticated user and all their conversations/tickets into the existin… S-zendesk-21 | Yes — authenticated users see current and past conversations across devices; unauthenticated history persists per browser (cookies) unless 'Forget history' is s… S-zendesk-21, S-zendesk-52, S-zendesk-48 | Yes — 'Send and receive files' on Suite Team+ (not Support Team); attachment permissions set per widget; ticket attachment size 50 MB. S-zendesk-01, S-zendesk-23 | — | Zendesk-hosted on AWS; ticket, user and attachment data hostable in US, EEA, UK, Japan or Australia with the Data Center Location add-on (free on Suite Professi… S-zendesk-06, S-zendesk-17, S-zendesk-18 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Yes — token-based user verification: the customer's own authentication system issues RS256/RS512-signed JWTs that Salesforce verifies against an uploaded JWKS o… S-salesforce-agentforce-07, S-salesforce-agentforce-08, S-salesforce-agentforce-44 | Yes — "When a user starts a conversation as an unverified user and then becomes verified by logging in, the Messaging channel changes"… S-salesforce-agentforce-09 | Yes for verified users (history "always visible", continued across devices); unverified users can review messages until they close the window… S-salesforce-agentforce-06, S-salesforce-agentforce-07, S-salesforce-agentforce-05 | Yes (no verification required stated) — end users can send 900+ supported file types up to 5 MB each, ≤5 per conversation update… S-salesforce-agentforce-27, S-salesforce-agentforce-05, S-salesforce-agentforce-28, S-salesforce-agentforce-29 | — | Salesforce-hosted (Hyperforce on AWS, GCP from late 2026) in the region the customer chooses… S-salesforce-agentforce-36, S-salesforce-agentforce-30 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | Yes — JWT user authentication: customer's own backend signs the JWT (Web SDK: RS256 with reference_id, freshchat_uuid, iat, email, name… S-freshworks-07, S-freshworks-05 | Partial — host site calls fcWidget.setExternalId / passes restoreId when the user logs in; no in-widget sign-up flow documented S-freshworks-05 | Yes — restoreId lets Freshchat 'restore user conversations for logged in users, every time they initiate a conversation from a different browser or device' S-freshworks-05 | Yes — per-widget 'Allow customers to attach files'; 'PDFs, images, videos, and text files are supported by default'… S-freshworks-03, S-freshworks-19 | not documented (checked 2026-08-17) S-freshworks-19 | Freshworks-hosted on AWS ('Our secure hosting partner' AWS; multi-AZ backups); data centre chosen at sign-up 'US, EEA, UAE, IND… S-freshworks-25, S-freshworks-32 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | Yes (DIY) — 'Identity provider: Any'; your service exchanges its own auth for ACS access tokens S-acs-diy-01 | DIY — 'Your application manages the relationship between human users and Communication Service identities' S-acs-diy-07 | Yes for ACS-native threads — SDK can list a user's threads and ListMessages returns full history… S-acs-diy-05, S-acs-diy-06, S-acs-diy-18 | DIY — 'Azure Communication Services doesn't provide a file storage service'; UI Library file-sharing tutorial uses your own Blob storage (preview) S-acs-diy-13 | not documented (checked 2026-08-16) S-acs-diy-13 | Chat data at rest in the geography you pick at resource creation (16 geographies); files live in your own storage account S-acs-diy-07, S-acs-diy-13 |
| Tidio (Lyro AI Agent) | No IdP integration — the host site pushes identity via document.tidioIdentify {distinct_id,email,name,phone}… S-tidio-13 | Partial — pre-chat survey/contact capture in widget; conversation merging only when the site sets tidioIdentify; no in-widget account sign-in. S-tidio-03, S-tidio-13 | Same browser only — "By storing history in the browser's localStorage … Tidio eliminate[s] the need for cookies"… S-tidio-30, S-tidio-13 | Yes for any visitor (no registration; "file-sharing functionality is available to everyone") — paperclip icon in the widget… S-tidio-18, S-tidio-01 | not documented (checked 2026-08-16) — files are chat attachments; no draft/submit/review workflow. S-tidio-18 | Vendor-hosted on AWS; "All our data is stored on servers located in member countries of the European Economic Area." S-tidio-04, S-tidio-05 |
| Crisp | not documented (checked 2026-08-17) — no visitor IdP/OAuth sign-in; the host site's own login can pass an HMAC-verified email / session token S-crisp-26, S-crisp-27 | Partial — visitor can be identified by email (workflow prompt / SDK) but there is no in-widget account sign-in… S-crisp-26, S-crisp-14, S-crisp-37 | Yes — Session Continuity: with a host-generated CRISP_TOKEN_ID the session 'stays the same… S-crisp-27, S-crisp-01 | Yes for any visitor (no sign-in needed) — quota 'Chatbox files uploaded → limits how many files visitors can upload through the chatbox'; default 10MB… S-crisp-29, S-crisp-28, S-crisp-01 | — | EU — 'Messaging data is stored in The Netherlands and our Plugin data is stored in Germany', hosted by DigitalOcean… S-crisp-20, S-crisp-01 |
| Zoho SalesIQ | Partial — the customer's site identifies logged-in users via JS API (visitor.name/email and visitor.id, mapped to email, max 100 chars)… S-zoho-salesiq-18, S-zoho-salesiq-29, S-zoho-salesiq-19 | Partial — random Visitor ID until details provided; then identified 'by their registered name and email when they revisit'. S-zoho-salesiq-18 | Yes — 'customers access older chats as separate conversations right within the chat window'; browser-cookie key recognises repeat visits… S-zoho-salesiq-24, S-zoho-salesiq-18, S-zoho-salesiq-29 | Yes — 'two-way file sharing' for all visitors (not registration-gated; File sharing in all plans); attachment limit 1GB; whitelist/blacklist of file types. S-zoho-salesiq-25, S-zoho-salesiq-01, S-zoho-salesiq-04, S-zoho-salesiq-23 | not documented (checked 2026-08-16) S-zoho-salesiq-15 | Zoho-hosted; data centre follows the country chosen at sign-up (US, CA, EU-NL/IE, IN, SG, AU, JP, SA, UAE, CN). S-zoho-salesiq-22 |
| HubSpot (Service Hub / Breeze Customer Agent) | Yes — Visitor Identification API identifies visitors "authenticated using your own external authentication system" (token generated server-side; Pro/Ent… S-hubspot-16, S-hubspot-17 | Partial — email-capture prompt links the chat to a contact; no in-widget account sign-in; identified mode requires the site's own login S-hubspot-10, S-hubspot-16 | Yes for identified visitors — "access previous thread history across devices"; anonymous visitors tracked by the messagesUtk cookie S-hubspot-16 | Yes (any visitor) — 'Attachments' toggle lets visitors attach files; visitor uploads up to 10 MB, agent sends up to 25 MB S-hubspot-11, S-hubspot-19 | — S-hubspot-11 | HubSpot-hosted on AWS in the account's assigned data center (US East/West, Canada, Australia, EU-Germany); file storage is not separately documented S-hubspot-31 |
| LiveChat (Text, Inc.) | Yes (developer) — Custom Identity Provider 'match[es] customer identities in LiveChat with those stored in your service' via getToken/getFreshToken/hasToken/inv… S-livechat-text-18 | not documented (checked 2026-08-17) S-livechat-text-18 | Yes — widget chat history lets customers 'pick up a chat where they last left off or reread a conversation'… S-livechat-text-28, S-livechat-text-18, S-livechat-text-01 | Yes — file sharing in chat (paperclip / paste / drag-and-drop) for agents and customers; can be disabled for agents and/or visitors in File sharing settings S-livechat-text-23, S-livechat-text-22 | — | Vendor cloud (Google Cloud / AWS); 'you can choose the data storage location (Europe or the United States)' at license creation (Partner Program help)… S-livechat-text-16, S-livechat-text-15, S-livechat-text-22 |
| Chatwoot (open source / self-host) | Partial — no visitor sign-up/IdP; the customer's own app authenticates users and passes identifier + HMAC-SHA256 hash (per-inbox secret) via setUser. S-chatwoot-07, S-chatwoot-08, S-chatwoot-09 | not documented (checked 2026-08-16) — host site can call setUser/reset; merging an anonymous conversation into an identified contact is not described. S-chatwoot-08, S-chatwoot-09 | Yes — 'implementing HMAC authentication will allow chat history to persist across sessions'; email continuity for visitors who leave. S-chatwoot-08, S-chatwoot-29 | Yes — attachments (images, video, audio, documents e.g. PDF) in widget conversations; no registration gate documented. S-chatwoot-29 | — | Cloud: AWS, servers in the United States. Self-hosted: local disk (default), Amazon S3, Google Cloud Storage, Microsoft Azure… S-chatwoot-01, S-chatwoot-28 |
T5 — Insights
What the product tells you after the conversations close.
| Vendor | Dashboard | AI topic analysis over closed chats | Filters: date / agent / domain | Recommendations | Cost / usage dashboard |
|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | Basic: 'Live chat requests Team dashboard' — Requests tab in the General channel (pinned customer request dashboard) listing tickets with customer details and r… S-teams-live-chat-02, S-teams-live-chat-01 | not documented (checked 2026-08-16) S-teams-live-chat-01, S-teams-live-chat-02 | not documented (checked 2026-08-16) S-teams-live-chat-02 | not documented (checked 2026-08-16) S-teams-live-chat-01 | not documented (checked 2026-08-16) S-teams-live-chat-01 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Yes — Omnichannel real-time analytics (supervisor, incl. Ongoing conversation report) and historical analytics dashboards (Summary, Conversation, Queue, Voice… S-dynamics-365-contact-center-25, S-dynamics-365-contact-center-17 | Yes — historical analytics uses NLU to group conversations into AI-discovered topics (top-10 volume, emerging topics)… S-dynamics-365-contact-center-25, S-dynamics-365-contact-center-26, S-dynamics-365-contact-center-37, S-dynamics-365-contact-center-38 | Partial — filters: time period, channel, queue, representative, conversation status, time zone; domain filter not documented. S-dynamics-365-contact-center-26 | Yes — Customer Intent Agent suggests follow-up questions, solutions and next responses; conversation dashboard surfaces volume drivers and emerging topics. S-dynamics-365-contact-center-37, S-dynamics-365-contact-center-26 | Partial — Copilot Credit consumption monitored in Power Platform admin center (per-environment, per-agent monthly limits) or Azure Cost Management for PAYG… S-dynamics-365-contact-center-04, S-dynamics-365-contact-center-03, S-dynamics-365-contact-center-44, S-dynamics-365-contact-center-40 |
| Social Intents | Yes — real-time dashboard (chats in queue, active, answered/missed, avg response time, duration, chats per agent, longest wait, volume by day/hour) + Chat… S-social-intents-25 | Advertised — pricing lists 'CSAT & AI topic analytics' (Basic+); Teams marketing page cites analytics on 'where AI hands off to your team'… S-social-intents-01, S-social-intents-02 | Yes — filter by widget, date range (presets Today/Yesterday/Last Week/Last 30 Days/This Month or custom), team/department; search by visitor name/IP… S-social-intents-25, S-social-intents-24 | not documented (checked 2026-08-16) — marketing: 'identify the questions your content doesn't yet answer'; 'Auto chatbot retraining' listed Pro+ S-social-intents-33, S-social-intents-01 | not documented (checked 2026-08-16) — usage (chats/limits) visible on Dashboard/Billing page only S-social-intents-32 |
| Intercom (Fin AI Agent) | Yes — Fin AI Agent report template (resolution/involvement/deflection rates, CX Score, outcomes) plus custom reports (Advanced/Expert) S-intercom-fin-33, S-intercom-fin-32, S-intercom-fin-40 | Yes — Topics Explorer AI-groups closed inbound conversations into topics/subtopics (Pro add-on, requires Fin live, ≥15 conversations per subtopic… S-intercom-fin-30 | Yes — custom reports filter by date range, teammate/team, channel, tags/topics, company, country; Brand filter/segment on Expert multibrand… S-intercom-fin-40, S-intercom-fin-08 | Yes — Recommendations (Fin > Analyze / 'Optimize' dashboard): daily/weekly add/edit content, weekly duplicate and contradictory-content checks (Pro add-on) S-intercom-fin-31 | Partial — Settings > Subscription > Usage shows outcome counts with the price payable at each level… S-intercom-fin-41, S-intercom-fin-03, S-intercom-fin-33 |
| Zendesk (Suite + AI agents) | Yes — prebuilt analytics dashboards on all plans; custom reports/dashboards and prebuilt live dashboards on Suite Professional+ (customizable live dashboards En… S-zendesk-01, S-zendesk-08 | Yes — intelligent triage classifies tickets by topic, sentiment, language (classifications on Suite Professional+; workflows need Copilot)… S-zendesk-31, S-zendesk-35, S-zendesk-10 | Date/agent/brand/channel/group filters in Explore and trending-topics views; source domain only if captured into a custom field. S-zendesk-35, S-zendesk-16, S-zendesk-34 | Yes — Admin Copilot (Suite Professional+) offers 'personalized insights and recommendations for workflow improvements'… S-zendesk-09, S-zendesk-41, S-zendesk-01 | Yes — Automated resolution usage dashboard in Admin Center with a Forecast tab (projected usage, limit-reach date, overage estimate)… S-zendesk-51, S-zendesk-56 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Yes — customizable reports/dashboards via custom report types on MessagingSession, MessagingSessionMetrics, MessagingEndUser, AgentWork… S-salesforce-agentforce-31, S-salesforce-agentforce-34, S-salesforce-agentforce-01 | Yes — Einstein Conversation Mining extracts contact reasons (frequency, turns-to-completion) from conversation data… S-salesforce-agentforce-32, S-salesforce-agentforce-33 | Partial — Conversation Mining reports filter by date or any field on the channel record; standard reports filter by Start Time, rep (AgentWork)… S-salesforce-agentforce-32, S-salesforce-agentforce-31 | Yes — Conversation Mining ranks contact reasons with "high frequency and low turns" as "the best opportunities for automation" and pushes excerpts to bot intent… S-salesforce-agentforce-32, S-salesforce-agentforce-33 | Yes — Digital Wallet gives real-time Agentforce consumption across all buying models; note the legacy Agentforce Analytics (retiring from May 2026) itself consu… S-salesforce-agentforce-01, S-salesforce-agentforce-42 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | Yes — 'Standard reports and real-time dashboards' (Growth+), 'Custom real-time dashboards' and 'Agent availability dashboard' (Pro+)… S-freshworks-01, S-freshworks-22 | Yes (AI-agent conversations) — 'The Topic distribution widget shows the conversation volume for every topic cluster the AI agent has handled'… S-freshworks-22 | Partial — date range picker ('default range is the last 30 days'), conversation status, agent group, message channel; source domain/widget filter not documented S-freshworks-22, S-freshworks-21 | Yes — Improve tab 'surfaces AI-generated content insights — specific, prioritized recommendations for changes to your knowledge base' labelled 'New content' / '… S-freshworks-22, S-freshworks-24 | Partial — 'Analytics → Freddy AI Agent Session Consumption Report', consumed/remaining sessions on Billing & AI Agent Studio home, alerts 'at 70%, 80%, 90%… S-freshworks-02 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | None shipped — Azure Metrics Explorer/diagnostic logs only; agent UI is yours to build S-acs-diy-05, S-acs-diy-09 | DIY — docs suggest pairing Chat with Foundry Tools for sentiment/summaries; no built-in analysis S-acs-diy-06 | not documented (checked 2026-08-16) S-acs-diy-05 | not documented (checked 2026-08-16) S-acs-diy-06 | Azure invoice/billing meters only — 'All usage of Azure Communication Service APIs and SDKs increments Azure Communication Service billing meters'… S-acs-diy-01, S-acs-diy-03 |
| Tidio (Lyro AI Agent) | Yes — Analytics section (Interactions, Lyro AI Agent resolution rate, Sales assisted, Leads acquired), agent/channel/Flows performance, CSAT… S-tidio-21, S-tidio-03, S-tidio-01 | Partial — inbox Views use "automatic (AI) visitors' intent & channel recognition" to group live conversations by topic… S-tidio-35, S-tidio-15, S-tidio-01 | Date range (Overview limited to "three months back") plus agent(s) and channel(s) selection; per-domain filter not documented (only via separate projects). S-tidio-21, S-tidio-12 | Partial — Lyro "Suggestions" ("Review unanswered" link) lists questions Lyro failed to answer so you can extend its knowledge… S-tidio-15, S-tidio-03 | not documented (checked 2026-08-16) — only usage against Lyro/billable-conversation quotas is shown ("Usage and plan" button, Dashboard). S-tidio-24, S-tidio-01 |
| Crisp | Yes — Analytics from Essentials (feature table ticks Prebuilt analytics, Data export, Custom dashboards and API Analytics for Essentials and Plus… S-crisp-21, S-crisp-01, S-crisp-07, S-crisp-48 | Partial — admin-defined topics that Hugo evaluates 'Whenever Hugo is handling a conversation' (live classification → 'Topics Volume')… S-crisp-23, S-crisp-35, S-crisp-48 | Date/operator yes (segments, country, rating, visitor origin, first/last operator, response/handle time); no domain filter within a workspace… S-crisp-21 | not documented (checked 2026-08-17) — Hugo Analytics shows funnels/topics/heatmaps and escalation vs deflection rates for manual improvement… S-crisp-23, S-crisp-48 | Partial — Hugo credit balance under AI Agent → Agent → Billing with Pay-As-You-Go limits; Observability (Evaluate → Observability) shows per-conversation traces… S-crisp-02, S-crisp-47 |
| Zoho SalesIQ | Yes — Reports 2.0 (Brands, Operators, Outbound, Bots, Live Insights real-time) 'available for Professional and Enterprise plans only'… S-zoho-salesiq-20, S-zoho-salesiq-01 | Partial — ChatGPT integration auto-assigns tags from transcripts; AI sentiment/intent used for routing (AI-powered Criteria Router, Pro+)… S-zoho-salesiq-06, S-zoho-salesiq-01, S-zoho-salesiq-21 | Yes — preset/custom date ranges, Operator, Department, Brand, Bot name/platform filters. S-zoho-salesiq-20 | not documented (checked 2026-08-16) S-zoho-salesiq-20 | not documented (checked 2026-08-16) S-zoho-salesiq-20 |
| HubSpot (Service Hub / Breeze Customer Agent) | Yes — Help desk Summary/Analyze pages (tickets, first reply, time to close, CSAT, SLA), Chat Overview dashboard, customer agent dashboard… S-hubspot-26, S-hubspot-27, S-hubspot-09, S-hubspot-01 | Partial — customer agent 'Knowledge gap' coaching opportunities (questions it couldn't answer) and content-source performance buckets… S-hubspot-09, S-hubspot-26 | Partial — help desk analytics filter by support rep, team, channel, pipeline, category; reports carry a date range filter; chat totals by URL report (page URL… S-hubspot-26, S-hubspot-27, S-hubspot-28 | Yes — customer agent 'coaching opportunities' (knowledge gaps, thumbs-down responses); Breeze Copilot 'main takeaways' on help desk reports S-hubspot-09, S-hubspot-26 | Yes — Super/Billing Admins see 'Usage & Limits' with current and historical credit usage and a per-feature breakdown; feature-level credit limits can be set S-hubspot-04 |
| LiveChat (Text, Inc.) | Yes — 'LiveChat Dashboard' + Daily/Weekly summary and chat statistics on Starter; 'Last 7 days report' (chats, tickets, goals, sales, satisfaction) Team+… S-livechat-text-19, S-livechat-text-01 | Yes — Insights groups archived chats into weekly/monthly top customer questions and tag trends (help center: 'Team, Business and Enterprise'… S-livechat-text-20, S-livechat-text-01 | Date range (with comparison), agent, group, tag (match all/any), assignment, availability; Archives adds ratings, sales, goals, country… S-livechat-text-19, S-livechat-text-27, S-livechat-text-20 | Partial — Staffing prediction report (Business+) forecasts agent needs; reply suggestions assist agents; no documented AI recommendations dashboard S-livechat-text-19, S-livechat-text-01 | not documented (checked 2026-08-17) S-livechat-text-19 |
| Chatwoot (open source / self-host) | Yes — Overview (Live), Conversations, Agents, Inboxes, Teams, Labels, CSAT, SLA and Bot reports. S-chatwoot-21, S-chatwoot-35 | Partial — Captain 'spots common customer questions that aren't in your knowledge base yet' and suggests FAQs (content-gap analysis)… S-chatwoot-34, S-chatwoot-10 | Yes — date range (7d…1y/custom), business-hours toggle, and agent/inbox/label/team/SLA-policy filters; per-inbox = per site. S-chatwoot-21, S-chatwoot-35 | Partial — FAQ/content-gap suggestions from Captain; no general operational recommendations documented. S-chatwoot-34, S-chatwoot-10 | Partial — credit-based Captain usage (1 credit per message) with monthly allowance/top-ups; a dedicated cost/usage dashboard is not documented. S-chatwoot-12 |
T6 — Hosting, isolation, procurement and price
Where it runs, who can reach the record, how it is bought, and what it costs.
On Hosted: model processing is yours; conversation storage is ours. Your Foundry project handles every prompt and completion under your own Azure agreement — we never see them. The conversation record — transcripts, files, session state — is stored in our Azure, and our operations team can access it to support you. If your review requires that no vendor can reach that record, that is exactly what Self-Hosted and Private are for.
| Vendor | SaaS multi-tenant | Self-host in the customer's subscription | Zero-publisher-access option | Marketplace availability | Pricing model | Entry price | Price for 7 agents |
|---|---|---|---|---|---|---|---|
| Microsoft Teams Live Chat / Customer Connect (retiring) | Yes — Microsoft-operated service inside Microsoft 365/Teams S-teams-live-chat-01, S-teams-live-chat-04 | No — Microsoft-hosted M365 service; no self-host option documented S-teams-live-chat-01 | — | — (not a marketplace offer; included in Microsoft 365 Business Basic/Standard/Premium; new setups blocked since 2026-08-06) S-teams-live-chat-01, S-teams-live-chat-04 | Included in per-user M365 Business licence (no separate charge; 'no additional licensing required'); AI chatbot metered via Copilot Studio Copilot Credits S-teams-live-chat-04, S-teams-live-chat-05, S-teams-live-chat-07 | $0 incremental on Microsoft 365 Business Basic with Teams ($7.00 user/month paid yearly; $8.40 monthly). Note: 'without Teams' SKUs ($5.40/$6.48) exist… S-teams-live-chat-05, S-teams-live-chat-04 | 7 × $7.00 = $49/month on Business Basic annual (monthly-billed 7 × $8.40 = $58.80); Standard 7 × $14.00 = $98; Premium 7 × $22.00 = $154… S-teams-live-chat-05, S-teams-live-chat-06 |
| Microsoft — Dynamics 365 Contact Center + Copilot Studio | Yes — Microsoft-operated SaaS on Dataverse/Power Platform environments. S-dynamics-365-contact-center-33, S-dynamics-365-contact-center-45 | No — 'cloud-based product'; no self-hosted deployment offered. S-dynamics-365-contact-center-45 | not documented (checked 2026-08-16) S-dynamics-365-contact-center-33 | Bought via Microsoft 365 admin center (credit card), volume licensing/EA or sales; Copilot Studio standalone subscription/packs from the M365 admin center… S-dynamics-365-contact-center-35, S-dynamics-365-contact-center-04 | Per representative seat (user/month, paid yearly) + consumption Copilot Credits for AI agents (25,000-credit packs, pay-as-you-go, or pre-purchase plan)… S-dynamics-365-contact-center-01, S-dynamics-365-contact-center-02 | $95 user/month (Contact Center Digital or Contact Center Voice, paid yearly); $110 user/month for full Contact Center (digital + voice). S-dynamics-365-contact-center-01 | Digital: 7 × $95 = $665/month ($7,980/yr); full: 7 × $110 = $770/month ($9,240/yr); plus AI credits, e.g… S-dynamics-365-contact-center-01, S-dynamics-365-contact-center-02, S-dynamics-365-contact-center-05 |
| Social Intents | Yes — PaaS on AWS (vendor-operated SaaS) S-social-intents-04, S-social-intents-28 | — S-social-intents-04 | not documented (checked 2026-08-16) — only optional zero-retention mode (transcripts/PII obfuscated or hard-deleted after chat) S-social-intents-28, S-social-intents-29 | Teams app store / AppSource (WA200000440, Teams app id a55635a5-8def-48e7-bcff-230cd43d3405); Shopify App Store billing; Azure Marketplace not documented S-social-intents-04, S-social-intents-31 | Flat per plan (monthly/annual, 'Save 20%' annual) with conversation caps; seats capped Lite 1 / Starter 4, unlimited Basic+; Agency and Enterprise custom… S-social-intents-01, S-social-intents-31 | Lite $29/mo ($21/mo annual, 1 seat, 1 widget, 60 conv.); Starter $39/mo annual ($468/yr) or $49 monthly (4 seats, 1 widget, 250 conv.) S-social-intents-01 | 7 agents exceed Starter's 4 seats → Basic (unlimited seats): $69/mo billed annually = $828/yr (page states '$828/yr'), or $79/mo monthly = $948/yr… S-social-intents-01, S-social-intents-31 |
| Intercom (Fin AI Agent) | Yes — Intercom-operated SaaS on AWS S-intercom-fin-27 | No self-hosting option documented — cloud-hosted on AWS only (checked 2026-08-16) S-intercom-fin-27 | not documented (checked 2026-08-16) S-intercom-fin-27 | AWS Marketplace SaaS listing 'Fin Customer Service Suite' (seller Intercom, usage-based credits); no Azure Marketplace listing found (checked 2026-08-16… S-intercom-fin-28 | Per seat (Essential $29 / Advanced $85 / Expert $132 per seat/mo, annual) + per outcome for Fin ($0.99; qualification $9.99) + add-ons (Copilot $29/agent… S-intercom-fin-01, S-intercom-fin-02 | $29/seat/mo (Essential, annual billing), 1 full seat minimum; Fin standalone: 'From $0.99 per outcome' with minimum monthly commitment ($49/mo base incl… S-intercom-fin-01, S-intercom-fin-03 | 7 × $29 = $203/mo (Essential) | 7 × $85 = $595/mo (Advanced) | 7 × $132 = $924/mo (Expert, needed for multibrand Messenger/SLAs)… S-intercom-fin-01, S-intercom-fin-02 |
| Zendesk (Suite + AI agents) | Yes — Zendesk-operated SaaS on AWS (TLS 1.2+, AES-256 at rest). S-zendesk-06 | — | No — 'account assumption' by Zendesk staff is off by default and time-boxed by the customer… S-zendesk-30 | AWS Marketplace: Zendesk Suite (SaaS, sold by Zendesk). Microsoft Marketplace: a 'Zendesk Support' SaaS listing by Zendesk with a Free-trial CTA only (no plans/… S-zendesk-12, S-zendesk-11, S-zendesk-05, S-zendesk-53, S-zendesk-54 | Per agent seat per month (annual, or ~25-30% higher monthly) + per automated resolution beyond allowance (transitioning to a resolution-allowance/tier model sin… S-zendesk-01, S-zendesk-56 | Support Team $19/agent/mo annual ($25 monthly; web widget + AI agents but 'AI agents for messaging' requires messaging)… S-zendesk-01 | Suite Team: 7 × $55 = $385/mo ($4,620/yr) annual, or 7 × $69 = $483/mo monthly; Suite Professional: 7 × $115 = $805/mo ($9,660/yr) annual… S-zendesk-01 |
| Salesforce Agentforce / Service Cloud (Agentforce Service) | Yes — SaaS on Hyperforce (AWS; GCP from late 2026); AWS Marketplace listing delivered as "Software as a Service (SaaS)" S-salesforce-agentforce-36, S-salesforce-agentforce-37 | No — SaaS only; "Salesforce manages infrastructure placement based on technical and operational factors" S-salesforce-agentforce-36 | not documented (checked 2026-08-17) S-salesforce-agentforce-36 | AWS Marketplace: "Agentforce Service" sold by Salesforce, Inc. (SaaS, custom pricing via private offer)… S-salesforce-agentforce-37, S-salesforce-agentforce-38, S-salesforce-agentforce-45 | Per seat (CRM edition, billed annually) + consumption for AI (Flex Credits per action, or $2 per conversation) + per-user add-ons… S-salesforce-agentforce-01, S-salesforce-agentforce-03 | Service Starter Suite $25/user/mo (no chat listed); Pro Suite $100/user/mo card says "Everything in Starter plus Enhanced… S-salesforce-agentforce-03, S-salesforce-agentforce-06, S-salesforce-agentforce-01, S-salesforce-agentforce-13 | 7 × (Enterprise $175 + assumed $75 add-on) = $1,750/mo; or 7 × Unlimited $350 = $2,450/mo (Enhanced Chat needs no add-on on Unlimited)… S-salesforce-agentforce-03, S-salesforce-agentforce-06, S-salesforce-agentforce-01 |
| Freshworks (Freshchat / Freshdesk Omni / Freddy AI) | Yes — Freshworks-operated SaaS hosted on AWS S-freshworks-01, S-freshworks-32 | No self-hosted / customer-subscription option documented (checked 2026-08-17); hosting described only as Freshworks-run AWS multi-AZ SaaS S-freshworks-32, S-freshworks-01 | not documented (checked 2026-08-17) S-freshworks-32 | AWS Marketplace: Freshchat, Freshdesk, Freshdesk Omni, Freshservice, Freshcaller, Freshsales… S-freshworks-26, S-freshworks-30 | Per seat (agent/month, annual billing) + Freddy AI Agent per 100-session packs + Freddy AI Copilot per agent add-on… S-freshworks-01, S-freshworks-02, S-freshworks-23 | Free $0 'For up to 10 agents' (no complimentary AI sessions); Growth $19/agent/month billed annually (Freshdesk Omni Growth $29) S-freshworks-01, S-freshworks-29 | Growth 7×$19=$133/mo ($1,596/yr); Pro 7×$49=$343/mo ($4,116/yr); Enterprise 7×$79=$553/mo ($6,636/yr); +$49 per 100 AI sessions after 500… S-freshworks-01, S-freshworks-02 |
| Microsoft — Azure Communication Services (DIY build with Teams interop) | — (PaaS building block; you deploy and operate the application) S-acs-diy-09 | Yes — ACS resource, web app, API server and Teams app all live in the customer's Azure subscription S-acs-diy-09 | — (no third-party publisher; Microsoft is 'most likely a processor' of ACS-stored chat) S-acs-diy-07 | First-party Azure service created in the portal ('Create a resource'); Microsoft's tutorial prescribes building the web app… S-acs-diy-08, S-acs-diy-09 | Pay-as-you-go consumption: $0.0008 per chat message sent (receive $0); $0.004 per participant-minute calling; Job Router first 100 jobs/month free… S-acs-diy-04, S-acs-diy-03, S-acs-diy-15, S-acs-diy-01 | $0 fixed — usage only (10,000 messages x $0.0008 = $8) plus your own hosting/AI/engineering S-acs-diy-04 | No seat price. Illustrative ACS-only estimate: 7 agents x 20 chats/day x 22 days = 3,080 chats x ~15 messages sent via ACS SDK (visitor + agent… S-acs-diy-04, S-acs-diy-03 |
| Tidio (Lyro AI Agent) | Yes — vendor-operated SaaS on AWS. S-tidio-05 | No — no self-hosting or on-premises option documented. S-tidio-04, S-tidio-05 | No — not offered (vendor-hosted). S-tidio-05 | not documented (checked 2026-08-16) — no Azure Marketplace/AppSource listing surfaced on any vendor page; sold direct via tidio.com (card… S-tidio-05, S-tidio-01, S-tidio-03 | Flat plans metered by "billable conversations" (any conversation with a human-agent message; "Responses from Flows and Lyro AI Agent are not counted")… S-tidio-01 | Free $0 (50 billable conv./mo, 10 seats, 50 Lyro one-off); Starter $24.17/mo on the annual toggle ("Annually (2 months free)" → $290/yr; ≈$29 billed monthly… S-tidio-01 | Seats are not the meter — Free/Starter/Growth include 10 seats, so 7 agents fit any plan. Low volume: Growth 250 billable conv… S-tidio-01 |
| Crisp | Yes — 'Cloud-based' SaaS on all plans, EU-hosted; note Crisp states it 'hasn't been over any SOC2 audit' and describes ISO 27001 alignment rather than certifica… S-crisp-01, S-crisp-20, S-crisp-42, S-crisp-43 | not documented (checked 2026-08-17) — no self-hosted/on-prem option found; 'Cloud-based' only S-crisp-01, S-crisp-20 | — | not documented (checked 2026-08-17) — no Azure Marketplace/AppSource listing found; sold direct at crisp.chat S-crisp-01 | Flat per workspace/month with included seats (Free 2 / Mini 4 / Essentials 10 / Plus 20+); 'Additional agents (per month) $10' shown on Plus only (FAQ: paid opt… S-crisp-01, S-crisp-02, S-crisp-29 | Free (2 seats, no AI credits); Mini $45/workspace/month (4 seats, $5 AI credits) S-crisp-01 | Essentials $95/mo (10 seats included, no add-on needed) or Plus $295/mo (20+ seats); Mini caps at 4 seats… S-crisp-01, S-crisp-29, S-crisp-30 |
| Zoho SalesIQ | Yes — Zoho-hosted SaaS. S-zoho-salesiq-22, S-zoho-salesiq-01 | No self-host option documented (checked 2026-08-16) — Zoho-hosted SaaS only. S-zoho-salesiq-22, S-zoho-salesiq-25 | not documented (checked 2026-08-16) S-zoho-salesiq-25 | Direct from zoho.com; bundled in Zoho One / CRM Plus (also listed under Marketing Plus, Service Plus); no Azure Marketplace/AppSource listing… S-zoho-salesiq-01, S-zoho-salesiq-31 | Per operator per month (Free / Basic / Professional / Enterprise, monthly or annual) + add-ons: brand US$16 (annual) / US$20 (monthly), chatbot US$8/US$10… S-zoho-salesiq-01 | Free plan (3 operators, 100 operator chat sessions/mo, 10K visitors, 1 brand); Basic US$7/operator/mo billed annually (US$10 monthly). S-zoho-salesiq-01 | Basic 7×$7=$49/mo annual (7×$10=$70 monthly); Professional 7×$12.75=$89.25/mo annual (7×$17=$119 monthly)… S-zoho-salesiq-01, S-zoho-salesiq-11 |
| HubSpot (Service Hub / Breeze Customer Agent) | Yes — HubSpot-operated SaaS on AWS S-hubspot-31 | — S-hubspot-31 | not documented (checked 2026-08-16) S-hubspot-31 | Teams app published by HubSpot (user- or admin-level install; needs a HubSpot account) and a Microsoft Entra ID SSO gallery app… S-hubspot-20, S-hubspot-23, S-hubspot-35 | Per seat (Free/Starter/Professional/Enterprise) + HubSpot Credits for AI; Customer Agent = 50 credits per resolved conversation (resolution = support provided a… S-hubspot-01, S-hubspot-03, S-hubspot-02, S-hubspot-38 | Free tier (2 users, HubSpot branding); Starter shows $7/mo/seat and $20/mo/seat (annual vs monthly billing toggle; lower = annual, as with Pro's $90/$100)… S-hubspot-01 | Professional (AI-capable): 7 x $90 = $630/mo annual (7 x $100 = $700/mo monthly) + $1,500 one-time onboarding… S-hubspot-01 |
| LiveChat (Text, Inc.) | Yes — vendor-hosted SaaS; 'Customer data is logically separated within our systems to prevent unauthorized cross-access between clients' S-livechat-text-16 | — | No — 'Access to customer data is strictly limited to authorized personnel who need it for their work' S-livechat-text-16 | Own LiveChat Marketplace ('LiveChat simply works with +200 services'); a Microsoft Marketplace/AppSource web-app listing (text_com.livechat) is referenced but t… S-livechat-text-30, S-livechat-text-26 | Per agent seat per month (Starter $19 annual / $25 monthly, Team $49 / $59, Business $79 / $89; Enterprise custom)… S-livechat-text-01, S-livechat-text-07, S-livechat-text-08 | $19/agent/month billed annually ($25 monthly) — Starter, limited to '1 user', '60-day chat history' S-livechat-text-01 | Team plan (Starter is 1-user): 7 × $49 = $343/mo annual or 7 × $59 = $413/mo monthly; Business 7 × $79 = $553/mo annual (7 × $89 = $623/mo monthly)… S-livechat-text-01, S-livechat-text-07 |
| Chatwoot (open source / self-host) | Yes — Chatwoot Cloud on AWS (US); SOC 2 Type II, GDPR DPA. S-chatwoot-01, S-chatwoot-25 | Yes — self-host on own infra (Linux script, Docker, Helm/Kubernetes); Azure guides for single VM (Standard_D4s_v3, Ubuntu 20.04) and AKS via Helm charts. S-chatwoot-26, S-chatwoot-27, S-chatwoot-02 | Self-hosted software runs entirely on customer infrastructure ('Keep all customer data within your environment'); no explicit vendor-access statement published. S-chatwoot-25, S-chatwoot-02 | Vendor docs list AWS 'EC2, ECS, and Marketplace options', DigitalOcean one-click, Heroku one-click… S-chatwoot-26, S-chatwoot-36, S-chatwoot-27 | Per agent per month (billed annually) for cloud and self-hosted paid editions; open-source Community edition free; AI via credits (cloud) or BYOK (self-host). S-chatwoot-01, S-chatwoot-02 | Cloud Hacker: $0 (up to 2 agents, 500 conv/mo); Startups $19/agent/mo billed annually. Self-hosted Community: $0; Premium Support $19/agent/mo billed annually. S-chatwoot-01, S-chatwoot-02 | Cloud: Startups 7×$19=$133/mo; Business 7×$39=$273/mo; Enterprise 7×$99=$693/mo (annual billing). Self-hosted: Community $0 + infra… S-chatwoot-01, S-chatwoot-02 |
Where they lead
A comparison that only lists what a competitor lacks is not a comparison. These are the things each product does better than Point of Contact today.
Microsoft Teams Live Chat / Customer Connect (retiring)
- Zero incremental cost and no third-party vendor: included in existing Microsoft 365 Business licences, set up from the Teams Admin app
- Deepest possible Teams nativity: visitor chats arrive as ordinary Teams Chat conversations, tickets live in a Teams team + List data…
- Data stays in the customer's own M365 tenant (Teams channels/List data) under existing retention and lifecycle policies
Microsoft — Dynamics 365 Contact Center + Copilot Studio
- Full omnichannel breadth in one product: web chat, persistent chat, voice/IVR (ACS), SMS, social, custom channels, native iOS/Android messaging SDKs…
- Enterprise-grade unified routing: skills, capacity profiles, presence-aware assignment, operating hours per queue/agent/representative, overflow…
- Deep Copilot Studio integration: hand-off with full transcript + typed context variables, representative-availability APIs before escalation, hand-back to AI…
Social Intents
- Very low, predictable price with unlimited agents from $69/mo (Basic) — no per-seat charge; 7 or 70 agents cost the same on Basic+
- Zero agent provisioning: Teams channel membership = agent roster; installs as a Teams tab in minutes, agents can respond from the Teams mobile app
- Model choice and BYOK: OpenAI (up to GPT-5.2), Claude 4.5 family, Gemini 2.5/3, switchable per widget; GPT-3.5 Turbo/GPT-4o bundled on paid plans
Intercom (Fin AI Agent)
- Outcome-based AI pricing: pay only when Fin resolves/completes, capped at one charge per conversation, with usage alerts and hard limits
- Mature multi-brand model (Expert): up to 300 brands, URL-mapped Messenger styles, per-brand Fin identity and Help Center on one workspace
- Deep escalation control: Escalation Rules (attributes) plus natural-language Escalation Guidance, pre-handover info collection, office-hours-aware handover
Zendesk (Suite + AI agents)
- Breadth: one platform for messaging (web, mobile SDKs, social), email, voice, help center, community, QA and WFM…
- Outcome-based AI billing: AI agents included on every plan with an allowance, then priced per automated resolution (LLM-verified…
- Multibrand at scale: per-brand Web Widgets with independent styling, allowlists, routing and reporting; up to 300 brands on Enterprise.
Salesforce Agentforce / Service Cloud (Agentforce Service)
- Breadth of digital channels on one messaging platform (web, in-app, WhatsApp, Apple Messages for Business, Facebook Messenger, SMS, LINE, voice…
- CRM grounding and governance: Einstein Trust Layer (zero-data retention with external model providers, secure data retrieval honouring CRM permissions, data masking…
- Model flexibility inside a managed offering: org-level model option plus per-agent/subagent model overrides across ~40 Salesforce-managed models, BYO LLM (OpenAI…
Freshworks (Freshchat / Freshdesk Omni / Freddy AI)
- Very low entry price: Free plan for up to 10 agents; paid tiers from $19/agent/month with a 14-day Enterprise trial; $2-12 day passes for occasional agents
- Predictable, transparent AI metering: 24-hour session unit, 500 free sessions, $49/100 sessions, session-consumption report + 70/80/90/100% alerts
- True omnichannel from one inbox: web widget, mobile SDKs (Android/iOS/React Native/Flutter), WhatsApp, Instagram, Messenger, LINE, SMS, email
Microsoft — Azure Communication Services (DIY build with Teams interop)
- Lowest unit cost in the set: $0.0008 per message, no seat/platform fee, first-party Azure spend that counts toward MACC
- Total control: BYO identity provider, 16 data-residency geographies, retention policy per thread, open-source Fluent UI Library + Figma kit, any bot/model
- Rich routing primitive (Job Router: skills labels, distribution/classification/exception policies, escalation, scheduled jobs) usable across chat and voice
Tidio (Lyro AI Agent)
- Generous free tier and 10 seats included on Free/Starter/Growth — seat count is not the price lever for small teams
- Very fast setup for SMB/e-commerce: JS snippet plus WordPress, Shopify, WooCommerce and other platform apps; native Shopify actions inside chat (Growth+)
- Multichannel inbox out of the box: live chat, email/tickets, Instagram, Messenger, WhatsApp
Crisp
- Predictable flat per-workspace pricing with unlimited conversations; a genuinely usable Free tier (2 seats, chat widget, contact form…
- Very broad omnichannel inbox (chat, email, WhatsApp, Instagram, SMS, Telegram, Line, Viber, Messenger, X, phone…
- AI agent Hugo (Mini+) with admin-selectable frontier models (OpenAI, Anthropic, Google, Mistral, Crisp-hosted), a Playground to compare them, MCP-based custom tools…
Zoho SalesIQ
- Very low per-seat price with a usable Free plan (3 operators) and 15-day trial; 7 agents on Enterprise annual = US$140/mo
- Broad BYOAI: OpenAI (incl. Assistants), Anthropic (Claude 4.x), Google AI (Gemini 2.5/3.1), DeepSeek or any custom LLM via REST/webhook…
- Zia Agents deployed as digital operators without operator licences, plus a free Zoho-hosted token allowance (30M/20M tokens per month)
HubSpot (Service Hub / Breeze Customer Agent)
- Outcome-based AI pricing: charged only on resolutions (no handoff within 72h), free preview/testing and a 14/28-day trial
- AI agent grounded in the customer's CRM data, knowledge base and site content (URL crawl up to 5,000 pages), with configurable actions (password reset, meeting booking…
- Broad channel coverage from one help desk: web chat, mobile SDK (iOS/Android), email, WhatsApp, Messenger, forms, calling (beta), custom channels (beta)
LiveChat (Text, Inc.)
- Mature multi-site model: one snippet on unlimited websites at no extra charge, group-per-site routing by domain/URL/location and per-group widget customization (groups ne…
- Deep supervision toolset: real-time supervise and whispers on all plans, take-over (Business+), transfers to agent or group, hand back to bot…
- Broad reporting: 20+ built-in reports, CSV and scheduled raw-data exports, staffing prediction, weekly AI Insights over archived chats
Chatwoot (open source / self-host)
- Open source with a genuinely free self-hostable Community edition and broad deployment guides (Docker, Helm/Kubernetes, AWS, Azure VM/AKS, GCP, DigitalOcean, Heroku)
- BYOK AI on self-hosted: own OpenAI key, custom OpenAI-compatible endpoint (Azure OpenAI/local), model choice — customer controls data, cost and model
- Mature omnichannel breadth beyond web chat (email, WhatsApp, SMS, social, voice) in one inbox with teams, labels, SLA, CSAT, automation rules and campaigns
Sources
417 sources back the cells on this page, each with the date it was checked. Tell us if we missed one and we will update it.
Microsoft Teams Live Chat / Customer Connect (retiring) 10 sources
- S-teams-live-chat-01 — Set up and manage live chat (Microsoft Learn) — includes retirement FAQ (checked 2026-08-16)
- S-teams-live-chat-02 — Get Started with Live chat in Microsoft Teams (Microsoft Support) (checked 2026-08-16)
- S-teams-live-chat-04 — Teams Customer Connect: Now available globally in 26 languages (Microsoft Tech Community, 24 Apr 2026) (checked 2026-08-16)
- S-teams-live-chat-05 — Microsoft 365 Business Basic pricing page (checked 2026-08-16)
- S-teams-live-chat-06 — Microsoft 365 Business Premium pricing page (checked 2026-08-16)
- S-teams-live-chat-07 — Microsoft Copilot Studio pricing page (checked 2026-08-16)
- S-teams-live-chat-08 — Copilot Studio billing rates and management (Microsoft Learn) (checked 2026-08-16)
- S-teams-live-chat-09 — Meters for Microsoft 365 Copilot pay-as-you-go services (Microsoft Learn) (checked 2026-08-16)
- S-teams-live-chat-11 — Third-party: Message Center MC1449174 'Microsoft Teams live chat retirement' (reproduced, published 7 Aug 2026) (checked 2026-08-16)
- S-teams-live-chat-13 — Third-party: Message Center MC1288532 'Let customers book appointments directly from your website using the Customer Connect widget' (reproduced) (checked 2026-08-16)
Microsoft — Dynamics 365 Contact Center + Copilot Studio 39 sources
- S-dynamics-365-contact-center-01 — Dynamics 365 Contact Center pricing (Microsoft) (checked 2026-08-16)
- S-dynamics-365-contact-center-02 — Microsoft Copilot Studio pricing (Microsoft) (checked 2026-08-16)
- S-dynamics-365-contact-center-03 — Copilot Studio — Billing rates and management (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-04 — Copilot Studio — Licensing for agents powered by the standard harness (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-05 — Microsoft Copilot Blog — Introducing Copilot Credit Pre-Purchase Plan (Oct 27, 2025) (checked 2026-08-16)
- S-dynamics-365-contact-center-06 — Embed chat widget in your website or portal (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-07 — Configure a chat widget (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-08 — Deploy chat widgets using a single tag (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-09 — Copilot Studio — Hand off to a live agent (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-11 — Copilot Studio — Connect and configure an agent for Teams and Microsoft 365 (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-12 — Use Copilot Service workspace (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-13 — Configure Microsoft Teams chat in Customer Service (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-15 — View the communication panel — Transfer conversations (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-16 — Transfer conversations from customer service representatives to AI agents (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-17 — Monitor, assign, transfer, and forcibly end conversations (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-18 — Configure persistent chat (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-19 — Create and manage operating hours (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-20 — Configure authentication settings (chat) (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-22 — Enable file attachments (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-23 — Configure file attachment capability (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-24 — Download Dynamics 365 Contact Center transcripts in bulk (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-25 — Manage omnichannel historical analytics reports (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-26 — Conversation dashboard (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-27 — Copilot Studio — Bring your own model for your prompts (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-28 — Copilot Studio — Select a primary AI model for your agent (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-29 — Copilot Studio — Orchestrate agent behavior with generative AI (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-33 — Dynamics 365 and Power Platform data residency (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-35 — Dynamics 365 Contact Center trials FAQ (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-37 — Overview of Customer Intent Agent (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-38 — Manage Customer Intent Agent (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-40 — Managing AI experiences enabled by usage-based billing — MACC guidance (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-41 — Integrate a Copilot agent (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-44 — Manage consumption-based billing and capacity (Dynamics 365) (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-45 — Dynamics 365 Contact Center overview (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-46 — AI Builder — Licensing and Copilot Credits (bring-your-own model) (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-47 — Configure proactive chat (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-49 — Configure Azure agents to escalate and end conversations (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-50 — Copilot Studio — Change the model version and settings (prompt builder) (Microsoft Learn) (checked 2026-08-16)
- S-dynamics-365-contact-center-51 — Enable voice consult with Microsoft Teams users (Microsoft Learn) (checked 2026-08-16)
Social Intents 33 sources
- S-social-intents-01 — Social Intents — Pricing (checked 2026-08-16)
- S-social-intents-02 — Social Intents — Microsoft Teams Live Chat (checked 2026-08-16)
- S-social-intents-04 — Microsoft Learn — Application Information for Live Chat by Social Intents (AppSource WA200000440) (checked 2026-08-16)
- S-social-intents-05 — Social Intents Help — ChatGPT Chatbot Settings (checked 2026-08-16)
- S-social-intents-06 — Social Intents Help — How to Find your OpenAI API key (checked 2026-08-16)
- S-social-intents-07 — Social Intents Docs — Choosing Your AI Engine: ChatGPT vs Claude vs Gemini (checked 2026-08-16)
- S-social-intents-08 — Social Intents Docs — Using AI Chatbots with Teams (checked 2026-08-16)
- S-social-intents-09 — Social Intents Docs — Escalation Routing in Teams (checked 2026-08-16)
- S-social-intents-10 — Social Intents Docs — Assigning Agents and Channels in Teams (checked 2026-08-16)
- S-social-intents-11 — Social Intents Docs — Connect Social Intents to Microsoft Teams (checked 2026-08-16)
- S-social-intents-12 — Social Intents Help — How to Transfer a Live Chat in Teams (checked 2026-08-16)
- S-social-intents-13 — Social Intents Help — Chatbot escalation: How and When to do it (checked 2026-08-16)
- S-social-intents-14 — Social Intents Docs — Setting Up Escalation to Human Agents (checked 2026-08-16)
- S-social-intents-15 — Social Intents Help — Live Chat Online and Offline Availability (checked 2026-08-16)
- S-social-intents-16 — Social Intents Docs — What Happens When Everyone Is Offline (checked 2026-08-16)
- S-social-intents-17 — Social Intents Docs — Chat Inactivity and Timeout Settings (checked 2026-08-16)
- S-social-intents-18 — Social Intents Docs — Widget Settings and Configuration (checked 2026-08-16)
- S-social-intents-19 — Social Intents Docs — Installing the Chat Widget on Your Website (checked 2026-08-16)
- S-social-intents-20 — Social Intents Docs — When to Use Multiple Chat Widgets (checked 2026-08-16)
- S-social-intents-22 — Social Intents Docs — Visitor Privacy and Consent (checked 2026-08-16)
- S-social-intents-23 — Social Intents Docs — Visitor Information: What You See During a Chat (checked 2026-08-16)
- S-social-intents-24 — Social Intents Docs — Chat Transcripts and History (checked 2026-08-16)
- S-social-intents-25 — Social Intents Docs — Understanding Your Reports Dashboard (checked 2026-08-16)
- S-social-intents-28 — Social Intents Docs — Security and Data Protection Overview (checked 2026-08-16)
- S-social-intents-29 — Social Intents Docs — Data Retention and Deletion (checked 2026-08-16)
- S-social-intents-30 — Social Intents Help — What's Social Intents EU GDPR compliance (checked 2026-08-16)
- S-social-intents-31 — Social Intents Docs — Plans, Billing & Upgrades (updated Mar 11, 2026) (checked 2026-08-16)
- S-social-intents-32 — Social Intents Docs — Chat Limits, Agent Limits & Usage (updated Mar 11, 2026) (checked 2026-08-16)
- S-social-intents-33 — Social Intents — AI Chatbot (ChatGPT, Claude & Gemini) (checked 2026-08-16)
- S-social-intents-34 — Social Intents — JavaScript SDK Developer API (checked 2026-08-16)
- S-social-intents-38 — Social Intents — Live Chat Software (checked 2026-08-16)
- S-social-intents-39 — Social Intents Help — Live Chat to Microsoft Teams and Channel Scoping (checked 2026-08-16)
- S-social-intents-40 — Social Intents Help — Live Chat Features (checked 2026-08-16)
Intercom (Fin AI Agent) 34 sources
- S-intercom-fin-01 — Intercom Pricing | Plans for every team size (checked 2026-08-16)
- S-intercom-fin-02 — Fin AI Agent outcomes | Intercom Help (checked 2026-08-16)
- S-intercom-fin-03 — Fin pricing: Outcomes | Fin Help Center (Intercom) (checked 2026-08-16)
- S-intercom-fin-04 — How teammates get notifications | Intercom Help (checked 2026-08-16)
- S-intercom-fin-05 — Microsoft Teams connectivity | Intercom Community (Intercom staff replies) (checked 2026-08-16)
- S-intercom-fin-06 — Intercom 2: the helpdesk built for AI and humans | Intercom (checked 2026-08-16)
- S-intercom-fin-08 — Manage multiple brands in Intercom | Intercom Help (checked 2026-08-16)
- S-intercom-fin-10 — Set up and customize the Messenger | Intercom Help (checked 2026-08-16)
- S-intercom-fin-11 — Install Intercom for visitors and leads on web | Intercom Help (checked 2026-08-16)
- S-intercom-fin-12 — Never stop disrupting yourself; introducing the Fin API platform | Intercom Blog (2 Apr 2026) (checked 2026-08-16)
- S-intercom-fin-13 — Fin AI Agent FAQs | Intercom Help (checked 2026-08-16)
- S-intercom-fin-14 — Manage Fin AI Agent's escalation guidance and rules | Intercom Help (checked 2026-08-16)
- S-intercom-fin-15 — Deploy Fin AI Agent over chat | Intercom Help (checked 2026-08-16)
- S-intercom-fin-16 — Use Fin AI Agent in Workflows | Intercom Help (checked 2026-08-16)
- S-intercom-fin-17 — Use Fin to re-engage customers waiting on a first reply | Intercom Community (Intercom employee post, 28 May 2025) (checked 2026-08-16)
- S-intercom-fin-20 — Set your default office hours | Intercom Help (checked 2026-08-16)
- S-intercom-fin-21 — Simple automations explained | Intercom Help (checked 2026-08-16)
- S-intercom-fin-22 — The Intercom Messenger in your product and on your website | Intercom Help (checked 2026-08-16)
- S-intercom-fin-23 — Set up identity verification for web and mobile | Intercom Help (checked 2026-08-16)
- S-intercom-fin-24 — Assign conversations to teammates and teams | Intercom Help (checked 2026-08-16)
- S-intercom-fin-26 — Control how attachments are uploaded and used | Intercom Help (checked 2026-08-16)
- S-intercom-fin-27 — Regional Data Hosting | Intercom Help (checked 2026-08-16)
- S-intercom-fin-28 — AWS Marketplace: Fin Customer Service Suite (seller: Intercom) (checked 2026-08-16)
- S-intercom-fin-30 — Use the Topics Explorer to see what's driving volume | Intercom Help (checked 2026-08-16)
- S-intercom-fin-31 — Use AI-powered content recommendations to improve Fin | Intercom Help (checked 2026-08-16)
- S-intercom-fin-32 — Measure customer service with Insights built for the AI Agent era | Intercom Help (checked 2026-08-16)
- S-intercom-fin-33 — Fin AI Agent reporting | Intercom Help (checked 2026-08-16)
- S-intercom-fin-37 — Fin AI Agent explained | Intercom Help (checked 2026-08-16)
- S-intercom-fin-39 — Intercom AI Products: a guide for customer legal and security teams | Intercom Help (checked 2026-08-16)
- S-intercom-fin-40 — Create a custom report | Intercom Help (checked 2026-08-16)
- S-intercom-fin-41 — How to see and manage your usage | Intercom Help (checked 2026-08-16)
- S-intercom-fin-42 — Intercom changelog (entries to 13 Aug 2026) (checked 2026-08-16)
- S-intercom-fin-43 — Fin Operator FAQs | Intercom Help (checked 2026-08-16)
- S-intercom-fin-44 — Trigger a Fin procedure from the Inbox | Intercom Help (checked 2026-08-16)
Zendesk (Suite + AI agents) 43 sources
- S-zendesk-01 — Zendesk Pricing Plans (incl. monthly/annual toggle and the in-page 'Compare all plan features' table) (checked 2026-08-16)
- S-zendesk-02 — Zendesk AI agents product page (checked 2026-08-16)
- S-zendesk-04 — Zendesk developer docs — messaging Web Widget authentication (loginUser/logoutUser) (checked 2026-08-16)
- S-zendesk-05 — Microsoft Marketplace/AppSource — Zendesk for Teams (wa200003782), by SoftServe Inc., Pricing Free (checked 2026-08-16)
- S-zendesk-06 — Zendesk Trust Center (checked 2026-08-16)
- S-zendesk-08 — Zendesk Analytics product page (checked 2026-08-16)
- S-zendesk-09 — Zendesk Copilot product page (checked 2026-08-16)
- S-zendesk-10 — Zendesk AI product page (checked 2026-08-16)
- S-zendesk-11 — Microsoft Marketplace — Zendesk (Entra ID Apps gallery listing) (checked 2026-08-16)
- S-zendesk-12 — AWS Marketplace — Zendesk Suite (SaaS) listing (checked 2026-08-16)
- S-zendesk-13 — Zendesk help — Adding Web Widget to multiple brands (checked 2026-08-16)
- S-zendesk-14 — Zendesk help — Installing the Web Widget for messaging (checked 2026-08-16)
- S-zendesk-16 — Zendesk help — Setting up multiple brands (checked 2026-08-16)
- S-zendesk-17 — Zendesk help — Regional Data Hosting Policy (checked 2026-08-16)
- S-zendesk-18 — Zendesk help — About the Data Center Location add-on (checked 2026-08-16)
- S-zendesk-19 — Zendesk help — Managing AI agents connected to messaging channels (checked 2026-08-16)
- S-zendesk-20 — Zendesk help — Understanding and setting up end-user authentication for messaging (checked 2026-08-16)
- S-zendesk-21 — Zendesk help — About the user experience for messaging user authentication (checked 2026-08-16)
- S-zendesk-22 — Zendesk help — Checking business hours and agent availability during AI agent conversations (checked 2026-08-16)
- S-zendesk-23 — Zendesk help — Setting up the end-user experience for messaging (checked 2026-08-16)
- S-zendesk-24 — Zendesk help — About the Zendesk for Microsoft Teams integration (checked 2026-08-16)
- S-zendesk-26 — Zendesk help — Configuring escalation strategies and flows for AI agents (checked 2026-08-16)
- S-zendesk-29 — Zendesk help — Generative AI at Zendesk (checked 2026-08-16)
- S-zendesk-30 — Zendesk help — Granting Zendesk temporary access to assume your account (checked 2026-08-16)
- S-zendesk-31 — Zendesk help — About intelligent triage (checked 2026-08-16)
- S-zendesk-33 — Zendesk help — Using messaging metadata with the Zendesk Web Widget and SDKs (checked 2026-08-16)
- S-zendesk-34 — Zendesk help — How do I get the URL of my Web Widget conversation for AI Agents? (checked 2026-08-16)
- S-zendesk-35 — Zendesk help — Viewing AI-powered insights in the real-time monitoring dashboards (EAP) (checked 2026-08-16)
- S-zendesk-36 — Zendesk help — Allowing end users to end messaging sessions (checked 2026-08-16)
- S-zendesk-37 — Zendesk help — What happens when a user replies in messaging and the ticket is closed? (checked 2026-08-16)
- S-zendesk-38 — Zendesk help — About ending messaging sessions (checked 2026-08-16)
- S-zendesk-40 — Zendesk help — Setting an AI agent as the default responder for a messaging channel (AI agents - Advanced only; customers who bought before March 10, 2026) (checked 2026-08-16)
- S-zendesk-41 — Zendesk help — Monitoring and optimizing effective AI setup in your account (checked 2026-08-16)
- S-zendesk-44 — Zendesk help — Setting your schedule with business hours and holidays (checked 2026-08-16)
- S-zendesk-47 — Zendesk help — Displaying the estimated wait time banner in messaging conversations (checked 2026-08-16)
- S-zendesk-48 — Zendesk help — About conversational support with messaging (checked 2026-08-16)
- S-zendesk-50 — Zendesk help — Enabling SAML single sign-on (checked 2026-08-16)
- S-zendesk-51 — Zendesk help — Announcing forecasting for automated resolution usage (April 2026) (checked 2026-08-16)
- S-zendesk-52 — Zendesk help — Privacy of unauthenticated customers on a shared browser (Forget history) (checked 2026-08-16)
- S-zendesk-53 — Microsoft Marketplace — Zendesk AI Agent (Teams app by Zendesk Inc, Pricing Free) (checked 2026-08-16)
- S-zendesk-54 — Microsoft Marketplace — Zendesk Support (SaaS listing by Zendesk; 'Free trial' CTA only, no plans/pricing tab) (checked 2026-08-16)
- S-zendesk-55 — Zendesk help — About automated resolution tiers (introduced May 18, 2026) (checked 2026-08-16)
- S-zendesk-56 — Zendesk help — Upgrading from automated resolutions to resolution allowances (checked 2026-08-16)
Salesforce Agentforce / Service Cloud (Agentforce Service) 37 sources
- S-salesforce-agentforce-01 — Agentforce Pricing (salesforce.com) (checked 2026-08-17)
- S-salesforce-agentforce-02 — Agentforce Pricing | Salesforce Help (KB, published May 19 2025) (checked 2026-08-17)
- S-salesforce-agentforce-03 — Service Pricing (salesforce.com) (checked 2026-08-17)
- S-salesforce-agentforce-04 — Configure an Enhanced Web Chat Deployment | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-05 — Considerations and Limitations for Enhanced Chat | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-06 — Enhanced Chat FAQ | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-07 — Understanding Token-Based User Verification | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-08 — User Verification | Enhanced Web Chat Developer Guide (checked 2026-08-17)
- S-salesforce-agentforce-09 — Settings | Enhanced Web Chat Reference (developer.salesforce.com) (checked 2026-08-17)
- S-salesforce-agentforce-10 — Transfer Conversations from an Agent with an Omni-Channel Flow | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-11 — Supported Models | Agentforce Developer Guide (checked 2026-08-17)
- S-salesforce-agentforce-12 — Specify Different Models in Agent Script | Agentforce Developer Guide (checked 2026-08-17)
- S-salesforce-agentforce-13 — Select Agentforce Model Option | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-14 — Bring Your Own Large Language Model | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-15 — Get Started with Models and Prompts | Agentforce Developer Guide (checked 2026-08-17)
- S-salesforce-agentforce-17 — Multi-Agent Orchestration (Beta) | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-19 — Transfer a Messaging Session | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-20 — Customize Messaging Transfer and Conference Destinations for Service Reps | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-21 — Set Business Hours in Enhanced Chat | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-25 — Route Messages Directly to Agentforce | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-27 — Choose Supported File Types for End Users in Enhanced Chat | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-28 — Prevent End Users from Sending File Attachments in Enhanced Chat | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-29 — Send Images and Files in Messaging Sessions | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-30 — Enable File Sharing for Enhanced Messaging Channels | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-31 — Report on Messaging Activity | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-32 — Identify Contact Reasons with Einstein Conversation Mining | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-33 — About Agent Optimization | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-34 — About Agent Analytics | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-36 — Hyperforce — General Information, FAQ, Migration Guide, and Security Overview | Salesforce Help (KB, published Aug 4 2026) (checked 2026-08-17)
- S-salesforce-agentforce-37 — Agentforce Service — AWS Marketplace listing (Sold by Salesforce, Inc.) (checked 2026-08-17)
- S-salesforce-agentforce-38 — Salesforce for Microsoft Teams — Microsoft Marketplace/AppSource listing (salesforce.com) (checked 2026-08-17)
- S-salesforce-agentforce-39 — Integration with Microsoft Teams | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-40 — Microsoft Teams for IT Services | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-41 — Route Service Messaging Sessions with Omni-Channel Flows | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-42 — Legacy Agentforce Analytics | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-44 — Persist Secure Messaging History Across Multiple Devices with User Verification | Salesforce Help (checked 2026-08-17)
- S-salesforce-agentforce-45 — Microsoft Marketplace search results for "Agentforce" (and "Salesforce") (checked 2026-08-17)
Freshworks (Freshchat / Freshdesk Omni / Freddy AI) 25 sources
- S-freshworks-01 — Freshchat Pricing & Plans | Freshworks (checked 2026-08-17)
- S-freshworks-02 — Freddy AI Agent and Chatbot Sessions FAQs (Freshworks support) (checked 2026-08-17)
- S-freshworks-03 — How to configure the web widget in Freshchat (Freshworks support) (checked 2026-08-17)
- S-freshworks-04 — Install Freshchat on your web/apps (Freshworks support) (checked 2026-08-17)
- S-freshworks-05 — Freshchat Web SDK v2 documentation (checked 2026-08-17)
- S-freshworks-07 — Configure JWT Authentication for Web Chat Widgets (Freshworks support) (checked 2026-08-17)
- S-freshworks-08 — Freddy AI Agent Studio: Configure, Automate, and Scale with AI (Freshworks support) (checked 2026-08-17)
- S-freshworks-09 — Freshworks AI Capabilities (Freddy AI platform page) (checked 2026-08-17)
- S-freshworks-10 — Create and manage AI agents (Freshworks support) (checked 2026-08-17)
- S-freshworks-11 — Configure handover settings for AI Agents (Freshworks support) (checked 2026-08-17)
- S-freshworks-13 — Assigning Conversation to a group or an agent (Freshworks support) (checked 2026-08-17)
- S-freshworks-15 — Let customers know your offline status with Away (Offline) Experience (Freshworks support) (checked 2026-08-17)
- S-freshworks-17 — Gracefully handover conversations from bots to your Freshchat agents (Freshworks support) (checked 2026-08-17)
- S-freshworks-19 — How to use files and attachments in Chat (Freshworks support) (checked 2026-08-17)
- S-freshworks-21 — What's new in Analytics in Freshchat (Freshworks support) (checked 2026-08-17)
- S-freshworks-22 — Analyze performance and improve AI Agent (Freshworks support) (checked 2026-08-17)
- S-freshworks-23 — Understanding Freddy AI features and pricing (Freshworks support) (checked 2026-08-17)
- S-freshworks-24 — Freddy AI Insights | Freshworks (checked 2026-08-17)
- S-freshworks-25 — Where is your data servers located? (Freshdesk support) (checked 2026-08-17)
- S-freshworks-26 — Freshworks on AWS Marketplace (checked 2026-08-17)
- S-freshworks-27 — Freshworks Microsoft Teams Integration | Freshworks Marketplace (checked 2026-08-17)
- S-freshworks-28 — The Microsoft Teams App (Freshworks support) (checked 2026-08-17)
- S-freshworks-29 — Freshdesk Omni Pricing | Freshworks (checked 2026-08-17)
- S-freshworks-30 — Configure Freshworks for Single sign-on with Microsoft Entra ID (Microsoft Learn) — Entra gallery SAML app; original Azure Marketplace URL returned HTTP 403 (checked 2026-08-17)
- S-freshworks-32 — Freshworks Security (checked 2026-08-17)
Microsoft — Azure Communication Services (DIY build with Teams interop) 15 sources
- S-acs-diy-01 — Teams interoperability — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-02 — Communication as Teams external user — supported use cases (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-03 — Teams interoperability pricing (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-04 — Pricing scenarios — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-05 — Chat SDK overview — capabilities by platform (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-06 — Chat concepts — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-07 — Data residency and user privacy — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-08 — Add a bot to your chat app — Azure Bot Service ACS Chat channel (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-09 — Embed chat in a Microsoft Teams custom app (Microsoft Learn tutorial) (checked 2026-08-16)
- S-acs-diy-10 — Job Router overview — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-12 — UI Library overview — Azure Communication Services (Microsoft Learn) (checked 2026-08-16)
- S-acs-diy-13 — Add file sharing in chat using UI Library and Azure Blob storage (Microsoft Learn, preview) (checked 2026-08-16)
- S-acs-diy-15 — Azure Communication Services pricing (azure.microsoft.com; prices render dynamically as '$-') (checked 2026-08-16)
- S-acs-diy-16 — Microsoft sample: Customer service app with ACS and Azure OpenAI (Azure-Samples README) (checked 2026-08-16)
- S-acs-diy-18 — Join a Teams meeting — meeting experience for BYOI users (Microsoft Learn) (checked 2026-08-17)
Tidio (Lyro AI Agent) 25 sources
- S-tidio-01 — Tidio Pricing (vendor) (checked 2026-08-17)
- S-tidio-02 — Lyro AI Agent (vendor) (checked 2026-08-17)
- S-tidio-03 — Tidio Features (All Plans) (vendor) (checked 2026-08-17)
- S-tidio-04 — Tidio FAQ (vendor) (checked 2026-08-17)
- S-tidio-05 — Security and Data Protection – Tidio (vendor) (checked 2026-08-17)
- S-tidio-06 — Tidio & Microsoft Teams integration page (vendor) (checked 2026-08-17)
- S-tidio-08 — How do flows, Lyro, and live agents work together? – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-09 — Lyro - the conversational AI agent – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-10 — Assigning conversations to agents – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-11 — Using your widget's online/offline status – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-12 — Manage multiple projects – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-13 — Visitor Identification – Tidio Developers (vendor) (checked 2026-08-17)
- S-tidio-15 — Lyro Analytics – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-18 — Types of files supported – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-21 — The Analytics section – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-22 — Lyro AI Customer Service Agent (vendor) (checked 2026-08-17)
- S-tidio-24 — The Lyro AI agent limit – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-26 — Live chat conversations – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-27 — Tidio Live Chat (vendor) (checked 2026-08-17)
- S-tidio-30 — How visitors can remove their chat history – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-32 — Automatic chat assignment options – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-33 — Departments – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-34 — Customize your chat widget – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-35 — The Inbox – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
- S-tidio-36 — Install the same Tidio chat on two or more websites – Tidio Help (vendor; full text read via help-centre API) (checked 2026-08-17)
Crisp 40 sources
- S-crisp-01 — Crisp — Pricing (checked 2026-08-17)
- S-crisp-02 — Crisp KB — Hugo Pricing & Billing Explained (checked 2026-08-17)
- S-crisp-03 — Crisp KB — How to choose and configure Hugo's AI Model (checked 2026-08-17)
- S-crisp-04 — Crisp KB — How can I create an AI Chatbot using ChatGPT? (Hugo) (checked 2026-08-17)
- S-crisp-05 — Crisp KB — Getting started with Hugo AI Agent (checked 2026-08-17)
- S-crisp-06 — Crisp KB — How to configure Escalation with Hugo AI Agent (checked 2026-08-17)
- S-crisp-07 — Crisp KB — How to navigate the Hugo interface and features (checked 2026-08-17)
- S-crisp-08 — Crisp KB — Troubleshooting & Common questions about Hugo AI Agent (checked 2026-08-17)
- S-crisp-09 — Crisp KB — How to split incoming conversations into multiple workspaces (checked 2026-08-17)
- S-crisp-10 — Crisp KB — How to troubleshoot 'Invalid website' errors in the chatbox (checked 2026-08-17)
- S-crisp-11 — Crisp KB — How to customize my chatbox? (checked 2026-08-17)
- S-crisp-12 — Crisp KB — How to manage multiple workspaces under the same account (checked 2026-08-17)
- S-crisp-13 — Crisp KB — How to schedule when to appear online & offline (checked 2026-08-17)
- S-crisp-14 — Crisp KB — How to create an Out-of-Office workflow (checked 2026-08-17)
- S-crisp-16 — Crisp KB — How does Operator routing & assignation work (checked 2026-08-17)
- S-crisp-17 — Crisp KB — How to connect Slack with Crisp (checked 2026-08-17)
- S-crisp-18 — Third-party: Zapier — Crisp + Microsoft Teams integration (checked 2026-08-17)
- S-crisp-20 — Crisp KB — What's Crisp EU GDPR compliance status? (checked 2026-08-17)
- S-crisp-21 — Crisp KB — Getting started with the Crisp Analytics (checked 2026-08-17)
- S-crisp-22 — Crisp KB — Getting Started with AI for customer service at Crisp (checked 2026-08-17)
- S-crisp-23 — Crisp KB — How to Classify Customer Support Topics with Hugo AI (checked 2026-08-17)
- S-crisp-24 — Crisp KB — Getting started with the Crisp Inbox (checked 2026-08-17)
- S-crisp-26 — Crisp Developer Hub — Identity Verification (checked 2026-08-17)
- S-crisp-27 — Crisp Developer Hub — Session Continuity (checked 2026-08-17)
- S-crisp-28 — Crisp KB — Which file extensions and sizes can I upload to Crisp? (checked 2026-08-17)
- S-crisp-29 — Crisp KB — How to increase my Limits & Quotas (checked 2026-08-17)
- S-crisp-30 — Crisp KB — Getting Started with the Mini plan (checked 2026-08-17)
- S-crisp-31 — Crisp KB — How to remove the 'We run on Crisp' branding links (checked 2026-08-17)
- S-crisp-32 — Crisp KB — How to Install Crisp Live Chat Software on a Custom Website (checked 2026-08-17)
- S-crisp-33 — Crisp Developer Hub — Hugo (checked 2026-08-17)
- S-crisp-34 — Crisp — Integrations catalogue (checked 2026-08-17)
- S-crisp-35 — Crisp blog — Crisp AI Features (Product Update, 2023-06-20) (checked 2026-08-17)
- S-crisp-37 — Crisp Developer Hub — $crisp Methods (Web SDK) (checked 2026-08-17)
- S-crisp-42 — Crisp KB — Crisp compliance status with SOC2 (checked 2026-08-17)
- S-crisp-43 — Crisp KB — Crisp compliance with ISO 27001 (checked 2026-08-17)
- S-crisp-44 — Crisp KB — How to automatically hide the chatbox when all agents are offline (checked 2026-08-17)
- S-crisp-45 — Crisp KB — How to display channels contact information in the chatbox (checked 2026-08-17)
- S-crisp-46 — Crisp KB — How does the Automated inbox work (checked 2026-08-17)
- S-crisp-47 — Crisp KB — How to monitor and debug Hugo AI Agent conversations with Observability (checked 2026-08-17)
- S-crisp-48 — Crisp KB — How to use Hugo Analytics to improve your AI Agent (checked 2026-08-17)
Zoho SalesIQ 28 sources
- S-zoho-salesiq-01 — Live Chat Software Pricing & Comparisons | Zoho SalesIQ Pricing (rendered page) (checked 2026-08-16)
- S-zoho-salesiq-02 — Zoho SalesIQ Glossary - Brands (checked 2026-08-16)
- S-zoho-salesiq-03 — Getting started with Zoho SalesIQ (brand setup) - Help (checked 2026-08-16)
- S-zoho-salesiq-04 — Specifications and limitations - Zoho SalesIQ Help (checked 2026-08-16)
- S-zoho-salesiq-05 — Bring Your Own AI: Connect Any LLM to Your SalesIQ Chatbot (Zoho blog, Jul 2026) (checked 2026-08-16)
- S-zoho-salesiq-06 — Integrating ChatGPT with Zoho SalesIQ - Help (checked 2026-08-16)
- S-zoho-salesiq-07 — Setup Resource Based Support Assistant - Answer Bot - Help (checked 2026-08-16)
- S-zoho-salesiq-08 — Zoho Zia Agents pricing (rendered page) (checked 2026-08-16)
- S-zoho-salesiq-09 — Platform Details | Zia Agents Help (checked 2026-08-16)
- S-zoho-salesiq-10 — Meet Zia Agents: Zoho SalesIQ's autonomous AI workforce (Zoho blog, Jun 30 2026, updated Jul 31 2026) (checked 2026-08-16)
- S-zoho-salesiq-11 — Zia Agents in Zoho SalesIQ - Help (checked 2026-08-16)
- S-zoho-salesiq-13 — Integrate Microsoft Teams with Zoho SalesIQ | Zoho Flow (checked 2026-08-16)
- S-zoho-salesiq-14 — Setup Business Hours - Zoho SalesIQ Help (checked 2026-08-16)
- S-zoho-salesiq-15 — Quick options/features in the operator chat window - Help (checked 2026-08-16)
- S-zoho-salesiq-16 — How to setup chat window flow? - Zoho SalesIQ Help (checked 2026-08-16)
- S-zoho-salesiq-17 — Handling chats when operators are busy (operator_busy) - SalesIQ Scripts (checked 2026-08-16)
- S-zoho-salesiq-18 — How SalesIQ identifies website visitors? - Help (checked 2026-08-16)
- S-zoho-salesiq-19 — What's new on Zoho SalesIQ (checked 2026-08-16)
- S-zoho-salesiq-20 — Reports 2.0 - Monitoring real-time chat metrics - Help (checked 2026-08-16)
- S-zoho-salesiq-21 — AI Live Chat for Customer Support & Sales - Zoho SalesIQ (vendor marketing) (checked 2026-08-16)
- S-zoho-salesiq-22 — Know Your Datacenter - Zoho (checked 2026-08-16)
- S-zoho-salesiq-23 — Update: Streamlining the file attachment functionality on SalesIQ (Zoho community) (checked 2026-08-16)
- S-zoho-salesiq-24 — Powerful features for customer engagement | Zoho SalesIQ Features (checked 2026-08-16)
- S-zoho-salesiq-25 — FAQs | Zoho SalesIQ Help Center (checked 2026-08-16)
- S-zoho-salesiq-26 — Chat history - Zoho SalesIQ Help (checked 2026-08-16)
- S-zoho-salesiq-28 — Operator Handbook - Zoho SalesIQ 2.0 (checked 2026-08-16)
- S-zoho-salesiq-29 — $zoho.salesiq.visitor.id() - SalesIQ JavaScript API (checked 2026-08-17)
- S-zoho-salesiq-31 — Microsoft Marketplace search: 'salesiq' (rendered page) (checked 2026-08-17)
HubSpot (Service Hub / Breeze Customer Agent) 28 sources
- S-hubspot-01 — HubSpot Service Hub pricing (checked 2026-08-16)
- S-hubspot-02 — HubSpot company news: Customer Agent now you pay when the task is complete (Apr 13 2026) (checked 2026-08-16)
- S-hubspot-03 — HubSpot AI Customer Agent product page (checked 2026-08-16)
- S-hubspot-04 — HubSpot KB: Understand HubSpot Credits and billing (updated 2026-07-29) (checked 2026-08-16)
- S-hubspot-05 — HubSpot KB: Set up the customer agent (updated 2026-07-16) (checked 2026-08-16)
- S-hubspot-06 — HubSpot KB: Set up and customize the customer agent's handoff process (updated 2026-05-18) (checked 2026-08-16)
- S-hubspot-08 — HubSpot KB: Understand the customer agent (updated 2026-08-10) (checked 2026-08-16)
- S-hubspot-09 — HubSpot KB: Analyze your customer agent's performance (updated 2026-08-10) (checked 2026-08-16)
- S-hubspot-10 — HubSpot KB: Create a live chat (updated 2026-07-31) (checked 2026-08-16)
- S-hubspot-11 — HubSpot KB: Connect and customize a chat channel in help desk (updated 2026-06-29) (checked 2026-08-16)
- S-hubspot-13 — HubSpot KB: Set a priority for chatflows (updated 2026-05-07) (checked 2026-08-16)
- S-hubspot-14 — HubSpot KB: Install the HubSpot tracking code (updated 2026-07-21) (checked 2026-08-16)
- S-hubspot-16 — HubSpot developer docs: Visitor Identification API (checked 2026-08-16)
- S-hubspot-17 — HubSpot KB: Chat with logged-in visitors (updated 2026-06-21) (checked 2026-08-16)
- S-hubspot-19 — HubSpot KB: Supported file types and sizes (updated 2026-03-25) (checked 2026-08-16)
- S-hubspot-20 — HubSpot KB: Connect HubSpot and Microsoft Teams (updated 2026-06-29) (checked 2026-08-16)
- S-hubspot-21 — HubSpot KB: Manage records and notifications in Microsoft Teams (updated 2026-06-29) (checked 2026-08-16)
- S-hubspot-22 — HubSpot KB: Sync and manage help desk tickets in Microsoft Teams (updated 2025-10-22) (checked 2026-08-16)
- S-hubspot-23 — HubSpot App Marketplace: Microsoft Teams integration listing (checked 2026-08-16)
- S-hubspot-24 — HubSpot KB: Manage tickets in help desk (updated 2026-07-20) (checked 2026-08-16)
- S-hubspot-25 — HubSpot KB: Collaborate with your team in the conversations inbox (updated 2026-06-21) (checked 2026-08-16)
- S-hubspot-26 — HubSpot KB: Analyze help desk activities (updated 2025-12-01) (checked 2026-08-16)
- S-hubspot-27 — HubSpot KB: Report on chat and email conversations (updated 2025-11-11) (checked 2026-08-16)
- S-hubspot-28 — HubSpot KB: Email or export reports and dashboards (updated 2026-06-12) (checked 2026-08-16)
- S-hubspot-30 — HubSpot KB: HubSpot AI cloud infrastructure FAQ (updated 2026-07-21) (checked 2026-08-16)
- S-hubspot-31 — HubSpot KB: Cloud infrastructure and data hosting FAQ (updated 2026-06-20) (checked 2026-08-16)
- S-hubspot-35 — Microsoft Learn: Configure HubSpot for Single sign-on with Microsoft Entra ID (gallery app) (checked 2026-08-16)
- S-hubspot-38 — HubSpot Product & Services Catalog (HubSpot Credits section) (checked 2026-08-16)
LiveChat (Text, Inc.) 26 sources
- S-livechat-text-01 — LiveChat Pricing & Plans (vendor) (checked 2026-08-17)
- S-livechat-text-02 — LiveChat for multiple websites (Help Center) (checked 2026-08-17)
- S-livechat-text-03 — Routing rules: lead your customers to dedicated live chat agents (Help Center) (checked 2026-08-17)
- S-livechat-text-05 — Microsoft Teams | LiveChat Integrations (LiveChat Marketplace, developer SKlabs) (checked 2026-08-17)
- S-livechat-text-06 — AI Live Chat – LiveChat AI (vendor) (checked 2026-08-17)
- S-livechat-text-07 — Text Pricing (vendor, Text platform: LiveChat + AI Agent + HelpDesk) (checked 2026-08-17)
- S-livechat-text-08 — ChatBot.com Pricing (vendor) (checked 2026-08-17)
- S-livechat-text-09 — Create a bot for your LiveChat with ChatBot integration (Help Center) (checked 2026-08-17)
- S-livechat-text-10 — Queue configuration (Help Center) (checked 2026-08-17)
- S-livechat-text-11 — Transfers and supervision in LiveChat (Help Center) (checked 2026-08-17)
- S-livechat-text-12 — Asynchronous communication (Help Center) (checked 2026-08-17)
- S-livechat-text-14 — Configuring the work scheduler (Help Center) (checked 2026-08-17)
- S-livechat-text-15 — Setting up licenses for your customers (LiveChat Partner Program help) (checked 2026-08-17)
- S-livechat-text-16 — Text data security (vendor legal page) (checked 2026-08-17)
- S-livechat-text-18 — Custom Identity Provider (Text Platform Docs) (checked 2026-08-17)
- S-livechat-text-19 — Reporting options in LiveChat (Help Center) (checked 2026-08-17)
- S-livechat-text-20 — Insights: Learn what your customers ask for (Help Center) (checked 2026-08-17)
- S-livechat-text-21 — LiveChat: How AI Enhances Customer Support (Help Center) (checked 2026-08-17)
- S-livechat-text-22 — Using the LiveChat App for HIPAA and PCI Standards (Help Center) (checked 2026-08-17)
- S-livechat-text-23 — Chats Section – Start Chatting With Customers (Help Center) (checked 2026-08-17)
- S-livechat-text-24 — Understanding chat assignment (Help Center) (checked 2026-08-17)
- S-livechat-text-25 — LiveChat connector (Microsoft Learn, publisher Microsoft) (checked 2026-08-17)
- S-livechat-text-26 — LiveChat (Microsoft Marketplace / AppSource web-app listing; HTTP 403 on 2026-08-16 and 2026-08-17 — content NOT verified) (checked 2026-08-17)
- S-livechat-text-27 — Archives section explained (Help Center) (checked 2026-08-17)
- S-livechat-text-28 — Chat history explained (Help Center) (checked 2026-08-17)
- S-livechat-text-30 — LiveChat Marketplace (vendor) (checked 2026-08-17)
Chatwoot (open source / self-host) 34 sources
- S-chatwoot-01 — Chatwoot Pricing (Cloud plans) (checked 2026-08-16)
- S-chatwoot-02 — Chatwoot Self-Hosted Pricing (checked 2026-08-16)
- S-chatwoot-03 — How to enable Captain on self-hosted installations? (User Guide) (checked 2026-08-16)
- S-chatwoot-04 — Chatwoot Changelog (checked 2026-08-16)
- S-chatwoot-05 — Website live chat settings explained (User Guide) (checked 2026-08-16)
- S-chatwoot-07 — How to enable identity validation in Chatwoot? (User Guide) (checked 2026-08-16)
- S-chatwoot-08 — How to send additional user information to Chatwoot using SDK? (User Guide) (checked 2026-08-16)
- S-chatwoot-09 — Understanding Contact Identity and Identity Validation in Chatwoot (User Guide) (checked 2026-08-16)
- S-chatwoot-10 — Creating an assistant with Captain (User Guide) (checked 2026-08-16)
- S-chatwoot-11 — Control who Captain replies to and when (Audience & Schedule) (User Guide) (checked 2026-08-16)
- S-chatwoot-12 — How AI Credits work in Captain? (User Guide) (checked 2026-08-16)
- S-chatwoot-13 — Lesson 5: AI Actions (User Guide) (checked 2026-08-16)
- S-chatwoot-14 — Chatwoot Glossary (User Guide) (checked 2026-08-16)
- S-chatwoot-15 — How to use Agent bots (User Guide) (checked 2026-08-16)
- S-chatwoot-16 — Working with command bar (User Guide) (checked 2026-08-16)
- S-chatwoot-17 — Lesson 1: Your first Chatwoot conversation (User Guide) (checked 2026-08-16)
- S-chatwoot-18 — Business Hours and Auto-Responder (User Guide) (checked 2026-08-16)
- S-chatwoot-20 — Advanced Assignment Policies (User Guide) (checked 2026-08-16)
- S-chatwoot-21 — Lesson 6: Reports and Metrics (User Guide) (checked 2026-08-16)
- S-chatwoot-22 — Integrations | Chatwoot (checked 2026-08-16)
- S-chatwoot-23 — Apps and Integrations (User Guide category) (checked 2026-08-16)
- S-chatwoot-24 — [CW-2868] Integration for Microsoft Teams · Issue #1655 (vendor GitHub) (checked 2026-08-16)
- S-chatwoot-25 — Security | Chatwoot (checked 2026-08-16)
- S-chatwoot-26 — Self-Hosted Installation Guide (Chatwoot Developer Docs) (checked 2026-08-16)
- S-chatwoot-27 — Azure deployment guide (Chatwoot Developer Docs) (checked 2026-08-16)
- S-chatwoot-28 — Storage: Supported Providers (Chatwoot Developer Docs) (checked 2026-08-16)
- S-chatwoot-29 — Website Live Chat | Chatwoot (checked 2026-08-16)
- S-chatwoot-32 — How to enhance conversations with OpenAI integration? (User Guide) (checked 2026-08-16)
- S-chatwoot-33 — How to Set Up Custom Tools for Captain? (User Guide) (checked 2026-08-16)
- S-chatwoot-34 — Captain – Introduction (User Guide) (checked 2026-08-16)
- S-chatwoot-35 — Reading Conversations, Agents, Labels, Inbox, and Team Reports (User Guide) (checked 2026-08-16)
- S-chatwoot-36 — Self-Hosted Deployment | Chatwoot (checked 2026-08-16)
- S-chatwoot-38 — How to install live chat on a WordPress website? (User Guide) (checked 2026-08-16)
- S-chatwoot-40 — How to continue conversations through email? (User Guide) (checked 2026-08-16)