Alle Funktionen im Detail

    Welcher Plan passt für Sie?

    SILVER

    GOLD

    *

    PLATINUM

    DIAMOND

    English (US)

    German

    Dutch

    Japanese1

    Partial
    Partial
    Partial
    Partial

    Polish1

    Partial
    Partial
    Partial
    Partial

    Turkish1

    Partial
    Partial
    Partial
    Partial

    Manage users

    User alias name to avoid exposing real user names to customers

    Manage groups

    Standard user roles

    ThinkOwl desks in one account

    1
    1
    5
    10

    Security

    Advanced password policy (custom)

    -
    -

    SSO with SAML support (identify provider)

    -
    -

    SSO with Google

    -
    -

    Two-factor user authentication

    -
    -

    Total amount of ThinkOwl storage - per user2

    2 GB
    5 GB
    8 GB
    15 GB

    Email

    Maximum incoming message size

    1 MB
    10 MB
    13 MB
    15 MB

    Maximum outgoing message size3

    1 MB
    10 MB
    10 MB
    10 MB

    ThinkOwl support email address

    Multiple support addresses

    -

    Connect with own incoming mail server

    -
    -
    -

    Connect with own outgoing mail server

    -
    -
    -

    Letter (document)

    -
    -

    Import from Box account

    -
    -
    -

    Chat

    -

    Text Chat

    -

    Audio Chat

    -
    -

    Video chat

    -
    -
    -

    Browser Sharing

    -
    -
    -
    -

    Screen Sharing

    -
    -
    -

    Conduct multiple visitor chats in parallel

    -

    Internal chat (agent-to-agent)

    -

    Customizable chat themes

    -

    Agent chat view as popup widget

    -

    Agent chat view as tab

    -

    Chat triggers for automated visitor invitations

    -
    -

    Create case from chat

    -

    Facebook

    -
    -
    In development
    In development

    Twitter

    -
    -
    Planned
    Planned

    Customer Portal

    -
    -
    In development
    In development

    View progress on personal cases

    -
    -
    In development
    In development

    View knowledge documents, articles and FAQs

    -
    -
    In development
    In development

    Create new request

    -
    -
    In development
    In development

    Categories

    Dispatcher rules

    Event triggers

    Scenarios

    SLA policies

    Single
    Single
    Multiple
    Multiple

    Schedules (business hours)

    Single
    Single
    Multiple
    Multiple

    Business processes (BPMN)

    -
    -
    -

    Tasks

    -

    Task list

    -
    In development
    In development
    In development

    Create quick manual tasks in case view

    -

    Task templates

    -

    Automatically execute system tasks via business processes

    -
    -
    -

    Automatically assign user tasks via business processes

    -
    -
    -

    Smart responses

    Message templates

    -

    Keywords

    Custom fields

    Conditional case fields

    -

    Intelligent case fields

    -
    $ 5
    $ 5

    Case forms

    -
    One
    Multiple
    Multiple

    Process forms - used in BPMN processes

    -
    -
    -

    Multi-channel inbox with multiple filters and sorting options

    Preview case message in inbox

    Edit case attributes without needing to open a case

    Work on several cases in parallel using tabs

    Agent collision detection

    Automatic incoming message language detection

    Standard guided mode

    -
    -

    Intelligent guided mode

    -
    -
    -

    Comprehensive case details in a single case view

    Overview of cases from same customer

    Mark case (message) as complaint

    Forward messages for external interactions

    -

    Public and private case comments

    Placeholders to insert dynamic case content into messages, message templates

    Liquid template language support to insert other dynamic content into messages and

    Automatic and manual time tracking

    -

    Search for canned responses and knowledge content in case view

    -

    Merge cases

    Split case into multiple cases

    Planned
    Planned
    Planned
    Planned

    Integrated document viewer for many file formats

    -
    -
    -

    Manage private persons and organizations

    Merge customers

    Planned
    Planned
    Planned
    Planned

    Content for users during case handling

    Content for customers from ThinkOwl customers portal

    In development
    In development
    In development
    In development

    Create articles

    Create article links

    Upload files and folders

    Personal notes

    -

    Commenting

    -

    Content versioning

    -

    Integrated document viewer for many file formats

    -
    -
    -

    Document size limit

    1 MB
    10 MB
    15 MB
    25 MB

    Case activity and user productivity gadgets

    One customizable dashboard with KPIs

    -
    -
    -

    Multiple customizable dashboards

    -

    Custom table gadget

    -
    -

    Download data from gadgets as CSV

    -
    -

    Auto topic analysis

    -
    -
    $ 5, 6

    Create custom topics for topic analysis

    -
    -
    $ 5, 6

    Customize application colors

    Customize desk colors

    Host mapping (own domain name instead of xyz.thinkowl.com)

    -
    Planned
    Planned

    ThinkOwl Integration Server for custom integrations with 3rd party applications

    -
    -
    Custom
    7
    Custom
    7

    Create a custom case message panel in case view

    -
    -
    Custom
    7
    Custom
    7

    Create a custom customer panel in case view

    -
    -
    Custom
    7
    Custom
    7

    Create a custom case details panel in case view

    -
    -
    Custom
    7
    Custom
    7

    Create a custom case tab

    -
    -
    Custom
    7
    Custom
    7

    Create a custom administration menu option

    -
    -
    Custom
    7
    Custom
    7

    API rate limit (RPM - requests per minute) per account

    10 RPM
    400 RPM
    600 RPM
    750 RPM

    Message board

    -
    -

    Broadcast messages to all users, all desk users or group members

    -
    -

    Road receipt

    -
    -

    Chatbot6

    -
    -
    -
    In development

    Intelligent classification

    -
    $ 5
    $ 5

    Intelligent data extraction (intelligent fields)

    -
    $ 5
    $ 5

    Intelligent guided mode

    -
    -
    -
    In development

    Ingelligently suggested smart responses in case view

    -
    $ 5
    $ 5

    Intelligently suggested knowledge articles / documents in case view

    -
    $ 5
    $ 5

    Intelligently suggested similar cases in case view

    -
    $ 5
    $ 5

    Intelligently suggested experts in case view

    -
    $ 5
    $ 5

    Intelligently detect topics in cases6

    -
    $ 5
    $ 5

    One monthly standard AI training cycle for AI tools in plan 5

    -
    $ 5
    $ 5
    8

    IMPORTANT: Details and availability status of plans and included features are subject to change at ThinkOwl's sole discretion. Note that features listed as 'In development' may be released in beta mode first and that planned features have no guaranteed availability. This list will therefore be regularly updated.

    * In your 30-day-trial you get the features of the PLATINUM plan.

    1) These translations were created by a third party and have not been fully verified.

    2) Storage per user is no personal storage capacity, but is used to determine the total storage capacity for the entire account. Full-time, named users only count towards the total capacity.

    3) When using email support addresses created at <youraccount>.thinkowl.com

    4) Screen sharing is not supported for mobile devices.

    5) AI Training cycles require the AI Assistant Add-On or the Diamond Plan, as well as a ThinkOwl plan with a minimum of 5 users. For additional training cycles, ThinkOwl credits may be purchased.

    6) German and English are supported languages at this time.

    7) ThinkOwl Integration Server is provided at request (additional costs) and must be installed on customer premises. Needed when you want to develop a custom integration with third party software using ThinkOwl API calls.

    8) One (1) training cycle per AI component is included for one (1) desk. Additional monthly training cycles come at a fee.

    AI Training cycles require the AI Assistant Add-On or the Diamond Plan, as well as a ThinkOwl plan with a minimum of 5 users