Alle Funktionen im Detail

    Welcher Plan passt für Sie?

    SILVER

    GOLD

    PLATINUM

    *

    DIAMOND

    User Interface Languages

    English (US)

    German

    Dutch

    Japanese1

    Partial
    Partial
    Partial
    Partial

    Polish1

    Partial
    Partial
    Partial
    Partial

    Turkish1

    Partial
    Partial
    Partial
    Partial

    Account

    Manage users

    5

    User alias name to avoid exposing real user names to customers

    Manage groups

    5

    Standard user roles

    Custom user roles

    -
    -
    -

    ThinkOwl desks in one account

    1
    1
    5
    10

    Security

    Standard password policy

    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

    Channels

    Email

    Maximum incoming message size

    5 MB
    10 MB
    15 MB
    15 MB

    Maximum outgoing message size3

    5 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 Sharing4

    -
    -
    -

    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

    -
    -
    Beta
    Beta

    View progress on personal cases

    -
    -
    Beta
    Beta

    View knowledge documents, articles and FAQs

    -
    -
    Beta
    Beta

    Create new request

    -
    -
    Beta
    Beta

    fileee

    Manual case (phone)

    Productivity Tools

    Categories

    Dispatcher rules

    20 with 10 conditions and actions

    Event triggers

    20 with 10 conditions and actions

    Scenarios

    20 with 10 actions

    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

    -
    -
    -

    Content tools

    Smart responses

    20

    Message templates

    -

    Keywords

    Custom fields

    10

    Conditional case fields

    -

    Intelligent case fields

    -
    $ 5
    $ 5

    Case forms

    -
    One
    Multiple
    Multiple

    Process forms - used in BPMN processes

    -
    -
    -

    Case handling

    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

    -
    -
    -
    Beta

    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

    Automatic and manual time tracking

    -

    Search for canned responses and knowledge content in case view

    Merge cases

    Customer Management

    Manage private persons and organizations

    Merge customers

    -
    Planned
    Planned
    Planned

    Knowledge

    Content for users during case handling

    Content for customers from ThinkOwl customers portal

    -
    Beta
    Beta
    Beta

    Create articles/links

    max. 100

    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

    Discover - Analytics & Insights

    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

    Customization & Integration

    Customize application colors

    Customize desk colors

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

    -
    Planned
    Planned
    Planned

    ThinkOwl Integration Server for custom integrations with 3rd party applications

    -
    -
    Optional
    $ 7
    Optional
    7

    Create a custom case message panel in case view

    -
    -
    Optional
    $ 7
    Optional
    7

    Create a custom customer panel in case view

    -
    -
    Optional
    $ 7
    Optional
    7

    Create a custom case details panel in case view

    -
    -
    Optional
    $ 7
    Optional
    7

    Create a custom case tab

    -
    -
    Optional
    $ 7
    Optional
    7

    Create a custom administration menu option

    -
    -
    Optional
    $ 7
    Optional
    7

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

    -
    400 RPM
    600 RPM
    750 RPM

    Message board

    -
    -

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

    -
    -

    Read receipt

    -
    -

    AI Tools

    Chatbot6

    -
    -
    -
    Beta

    Intelligent classification

    -
    $ 5
    $ 5

    Intelligent data extraction (intelligent fields)

    -
    $ 5
    $ 5

    Intelligent guided mode

    -
    -
    -
    Beta

    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

    Artificial Intelligence Training

    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 DIAMOND 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

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