Alle Funktionen im Detail

    Welcher Plan passt für Sie?

    SILVER

    GOLD

    PLATINUM

    *

    DIAMOND

    Pricing

    Annual plans - per user per month1

    Free
    42
    $
    79
    $
    129
    $

    Monthly plans - per user per month

    Free
    49
    $
    89
    $
    149
    $

    AI Assistant add-on (enables AI capabilities) - per user per month1,2

    -
    25
    $
    25
    $
    included
    2

    Event broker add-on - base price of € 199 plus price per user per month3

    -
    -
    9
    $
    9
    $

    User Interface Languages

    English (US)

    German

    Dutch

    Japanese4

    Partial
    Partial
    Partial
    Partial

    Polish4

    Partial
    Partial
    Partial
    Partial

    Turkish4

    Partial
    Partial
    Partial
    Partial

    Account

    Manage users

    5

    User alias name to avoid exposing real user names to customers

    Manage groups

    2
    10
    50
    100

    Standard user roles

    Custom user roles

    -
    -
    -
    10

    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 user5

    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 size6

    5 MB
    10 MB
    10 MB
    10 MB

    ThinkOwl support email address

    1
    10 per desk
    20 per desk
    50 per desk

    Send email on behalf of custom domains

    1
    2 per desk
    3 per desk

    Multiple support addresses

    -

    Connect with own incoming mail server

    -
    -
    -
    3 per desk

    Connect with own outgoing mail server

    -
    -
    -
    3 per desk

    Letter (document)

    -
    -
    -

    Import from Box account

    -
    -
    -
    2 per desk

    Chat

    -

    Text Chat

    -

    Audio Chat

    -
    -

    Video chat

    -
    -
    -

    Browser Sharing

    -
    -
    -

    Screen Sharing7

    -
    -
    -

    Conduct multiple visitor chats in parallel

    -

    Internal chat (agent-to-agent)

    -

    Customizable chat themes

    -
    1
    2 per desk
    5 per desk

    Agent chat view as popup widget

    -

    Agent chat view as tab

    -

    Chat triggers for automated visitor invitations

    -
    -
    20 per desk
    50 per desk

    Create case from chat

    -

    Facebook

    -
    -
    In development
    In development

    Facebook page connection

    1
    1
    1
    1

    Other social channels

    -
    -
    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

    Customizable portal themes

    -
    -
    2 per desk
    3 per desk

    fileee Conversations

    Manual case (phone)

    Productivity Tools

    Categories

    20
    100
    100
    250

    Dispatcher rules

    20 with 10 conditions and actions and 3 actions each
    100 with 10 conditions and actions and 5 actions each
    150 with 20 conditions and actions and 10 actions each
    200 with 50 conditions and actions and 10 actions each

    Event triggers

    20 with 10 conditions and actions and 3 actions each
    100 with 10 conditions and actions and 5 actions each
    150 with 20 conditions and actions and 10 actions each
    200 with 50 conditions and actions and 10 actions each

    Scenarios

    5 with 3 actions each
    20 with 5 actions each
    50 with 10 actions each
    50 with 10 actions each

    SLA policies

    Single
    Single
    15 per desk
    Multiple

    Schedules (business hours)

    1
    5
    10 per desk
    20 per desk

    Business processes (BPMN)

    -
    -
    -
    50 per desk

    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
    100
    500 per desk
    500 per desk

    Message templates

    -
    10
    30 per desk
    100 per desk

    Keywords

    10
    50
    100 per desk
    500 per desk

    Custom fields

    10
    50
    100 per desk
    250 per desk

    Conditional case fields

    -

    Intelligent case fields

    -
    20 out of 50 custom fields
    $ 8
    20 out of 100 custom fields per desk
    $ 8
    50 out of 250 custom fields per desk
    $

    Case forms

    -
    1
    20 per desk
    50 per desk

    Process forms - used in BPMN processes

    -
    -
    -
    50 per desk

    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

    100 (articles and/or links)

    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

    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

    -
    -
    $ 8,9

    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 Event Broker add-on

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom case message panel in case view

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom customer panel in case view

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom case details panel in case view

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom case tab

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom administration menu option

    -
    -
    Optional
    $ 3
    Optional
    $ 3

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

    -
    200 RPM
    400 RPM
    700 RPM

    Global functions

    Message board

    -
    -

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

    -
    -

    Read receipt

    -
    -

    AI Tools

    Chatbot8,9

    -
    -
    -
    Beta

    Intents (Define what a chatting visitor is looking to accomplish)

    -
    -
    -
    50 per desk

    Entities (Define what information is needed from the visitor to accomplish an intent)

    -
    -
    -
    100 per desk

    Response groups (Manage valid responses)

    -
    -
    -
    500 per desk

    Triggers (Define the flow of a chatbot conversation)

    -
    -
    -
    200 per desk

    Intelligent classification

    -
    20 out of 100 categories per desk
    $ 8
    50 out of 100 categories per desk
    $ 8
    100 out of 250 categories per desk

    Intelligent data extraction (intelligent fields)

    -
    $ 8
    $ 8
    8

    Intelligent guided mode

    -
    -
    -
    Beta

    Ingelligently suggested smart responses in case view

    -
    $ 8
    $ 8

    Intelligently suggested knowledge articles / documents in case view

    -
    $ 8
    $ 8

    Intelligently suggested similar cases in case view

    -
    $ 8
    $ 8

    Intelligently suggested experts in case view

    -
    $ 8
    $ 8

    Intelligently detect topics in cases6

    -
    $ 8
    $ 8

    Artificial Intelligence Training

    One monthly standard AI training cycle for AI tools in plan 2,8

    -
    $ 2,8
    $ 2,8
    2

    Additional monthly standard AI training cycle for classification and data extraction8

    -
    100 credits
    $
    100 credits
    100 credits

    Additional monthly advanced AI training cycle for classification and data extraction8

    -
    500 credits
    $
    500 credits
    500 credits

    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.

    All fees are excluding any taxes, levies, duties or similar governmental assessments of any nature, including but not limited to value-added, sales, use or withholding taxes, assessable by any local, state, provincial, federal or foreign jurisdiction (collectively, "Taxes").

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

    1) Prices for annual plans shown are billed annually, i.e. for 12 months at a time.

    2) One (1) training cycle per AI component is included for one (1) desk. Additional monthly training cycles come at a fee (see Artificial Intelligence Training)

    3) Base fixed price plus price per user. Add-on brokers events between ThinkOwl and your third party systems. Requires a minimum of 20 users.

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

    5) 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.

    6) When using email support addresses created at .thinkowl.com. When using your own incoming mail server (option in Diamond Plan only), its limit will apply.

    7) Screen sharing is not supported for mobile devices.

    8) 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 at € 50 per 50 credits.

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

    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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