Alle Funktionen im Detail

    Welcher Plan passt für Sie?

    Free

    Standard

    Professional

    Enterprise

    Enterprise Plus

    Account

    ThinkOwl desks in one account

    1
    1
    1
    1
    5

    Manage users

    5

    User alias name to avoid exposing real user names to customers

    Manage case editing permission per user

    Manage case viewing permission per user

    -
    -
    -

    Manage groups

    5 / account
    500 / account
    500 / account
    500 / account
    500 / account

    Standard user roles

    Custom user roles

    -
    -
    -
    25 / account
    25 / account

    Light agents (Planned)14, 15

    -
    10
    100
    250
    500

    Light supervisor (Planned)14, 15

    -
    -
    1 per paid user
    1 per paid user
    1 per paid user

    Channels

    Manual case (phone)

    Email

    Maximum incoming message size (ThinkOwl email address)

    5 MB
    10 MB
    15 MB
    15 MB
    15 MB

    Maximum incoming message size (Own email server) (Planned)15

    -
    -
    30 MB - Optional
    $ 12
    30 MB
    50 MB

    Maximum outgoing message size6

    5 MB
    10 MB
    10 MB
    10 MB
    10 MB

    Maximum outgoing message size (Own email server) (Planned)15

    -
    -
    30 MB - Optional
    $ 12
    30 MB
    30 MB

    ThinkOwl support email address

    1 / desk
    50 / desk
    50 / desk
    50 / desk
    50 / desk

    Send email on behalf of custom domains

    -
    10 /desk
    10 / desk
    10 / desk
    10 / desk

    Connect with own incoming mail server

    -
    -
    Optional
    $ 12
    10 / desk
    10 / desk

    Connect with own outgoing mail server

    -
    -
    Optional
    $ 12
    10 / desk
    10 / desk

    Letter (document)

    -
    -
    -

    Import from Box account

    -
    -
    -
    50 / desk
    50 / desk

    Chat

    -

    Create case from chat

    -

    Text Chat

    -

    Conduct multiple visitor chats in parallel

    -

    Internal chat (agent-to-agent)

    -

    Customizable chat themes

    -
    5 / desk
    5 / desk
    5 / desk
    5 / desk

    Agent chat view as popup widget

    -

    Agent chat view as tab

    -

    Audio Chat

    -
    -

    Video chat

    -
    -
    -

    Browser Sharing

    -
    -
    -

    Screen Sharing7

    -
    -
    -

    PIN code for a dedicated chat session with specific customer

    -
    -
    -

    Chat triggers for automated visitor invitations

    -
    -
    50 / desk
    50 / desk
    50 / desk

    Remove ThinkOwl branding (Planned)15

    -
    -
    -

    Facebook

    Facebook page connections

    1 / desk
    5 / desk
    5 / desk
    5 / desk
    5 / desk

    Handle public Wall posts from Facebook pages (In development)

    Handle private messages from Facebook pages

    -

    WhatsApp (Beta)15

    -
    -
    Optional
    $
    Optional
    $
    Optional
    $

    Self Service (customer) Portal

    -
    -

    View progress on personal cases

    -
    -

    View knowledge documents, articles and FAQs

    -
    -

    Create new requests

    -
    -

    Customizable portal themes

    -
    -
    3 / desk
    3 / desk
    3 / desk

    Fileee conversations

    -

    Conversation templates

    -
    -
    10 / desk
    10 / desk
    10 / desk

    Conversation modules

    -
    -
    10 / desk
    10 / desk
    10 / desk

    Productivity Tools

    Categories

    500 / desk
    500 / desk
    500 / desk
    500 / desk
    500 / desk

    Regular categories

    Intelligent categories (for AI-based categorization based on message content)

    -
    20 / 500 categories per desk
    $
    50 / 500 categories per desk
    $
    100 / 500 categories per desk
    100 / 500 categories per desk

    Dispatcher rules (decide what happens when new case is created)

    -
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)

    Event triggers (decide what happens when a case change event occurs)

    -
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)

    Scenarios (perform a series of actions on-demand)

    -
    250 / desk (50 actions each)
    250 / desk (50 actions each)
    250 / desk (50 actions each)
    250 / desk (50 actions each)

    Supervisor rules (time-based automation)

    -
    -
    -
    30 / desk (50 conditions + 50 actions each)
    30 / desk (50 conditions + 50 actions each)

    SLA policies with 50 conditions each

    -
    100 / desk
    100 / desk
    100 / desk
    100 / desk

    Schedules (business hours)

    -
    100 / desk
    100 / desk
    100 / desk
    100 / desk

    Business processes (BPMN)

    -
    -
    50 / desk Optional
    $ 11
    50 / desk
    50 / desk

    Tasks

    -

    Task list

    -

    Create quick manual tasks in case view

    -
    -

    Case task templates

    -
    -
    -
    250 / desk (total for both task template types)
    250 / desk (total for both task template types)

    Approval task templates

    -
    -
    -
    -
    250 / desk (total for both task template types)

    Automatically execute system tasks via business processes

    -
    -
    -

    Automatically assign user tasks via business processes

    -
    -
    -

    Incident management

    -
    -

    Causes

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Solutions

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Types

    -
    -
    100 / desk
    100 / desk
    100 / desk

    Tags

    -
    -
    750 / desk
    750 / desk
    750 / desk

    Symptoms (In development)15

    -
    -
    -
    100 / desk
    100 / desk

    Incident approval workflow

    -
    -
    -
    -

    Security

    Standard password policy

    Advanced password policy (custom)

    -
    -

    Two-factor user authentication

    -
    -

    SSO with SAML support (identity provider)

    -
    -
    -

    SSO with Google

    -
    -
    -

    Sandbox (Planned)15

    -
    -
    -
    -
    1 / account

    Audit log (In development)

    -
    -
    -
    -

    Content tools

    Smart responses

    100 / desk
    5000 / desk
    5000 / desk
    5000 / desk
    5000 / desk

    Email message templates

    -
    -
    100 / desk
    100 / desk
    100 / desk

    Keywords

    1000 / desk
    1000 / desk
    1000 / desk
    1000 / desk
    1000 / desk

    Custom fields

    20 / desk
    500 / desk
    500 / desk
    500 / desk
    500 / desk

    Conditional case fields

    -
    -

    Intelligent case fields

    -
    25 out of 500 / desk
    $
    25 out of 500 / desk
    $
    50 out of 500 / desk
    50 out of 500 / desk

    Case forms

    -
    500 / desk
    500 / desk
    500 / desk
    500 / desk

    Process forms - used in BPMN processes

    -
    -
    500 / desk - Optional
    $
    500 / desk
    500 / desk

    Satisfaction surveys (Beta)

    -
    -
    100 / desk
    100 / desk
    100 / desk

    2, 3, and 5 point scale

    -
    -

    7-, 10-point scale with Promoter Score

    -
    -
    -

    Brands (Planned)15

    -
    250 / desk
    250 / desk
    250 / desk
    250 / 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

    Overview of cases from same customer

    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 message templates

    Search for canned responses and knowledge content in case view

    Merge cases

    Split cases (In development)15

    -
    -

    Guided mode - push cases to agents

    -
    -
    Standard
    Intelligent (AI based)
    Intelligent (AI based)

    Mark case (message) as complaint

    -
    -

    Forward messages for external interactions

    -
    -

    Automatic time tracking

    -
    -

    Manual time tracking

    -
    -
    -

    Provider management (Planned)15

    -
    -
    -
    -

    Total amount of ThinkOwl data storage per account - based on paid users5

    10 MB
    50 MB
    100 MB
    150 MB
    200 MB

    Total amount of ThinkOwl file storage per account - based on paid users5

    500 MB
    2 GB
    5 GB
    5 GB
    10 GB

    Contact Management

    Manage private persons and organizations

    Merge contacts (Planned)15

    -

    Custom contact fields (Planned) 15

    -
    -
    -
    -

    Knowledge

    Content for users during case handling

    Content for customers from ThinkOwl customer portal

    -

    Create articles

    100 (articles and/or links)
    25000 (articles and/or links)
    25000 (articles and/or links)
    25000 (articles and/or links)
    25000 (articles and/or links)

    Create article links

    -

    Personal notes

    -

    Commenting

    -

    Upload files and folders

    -
    -
    -

    Content versioning

    -
    -
    -

    Integrated document viewer for many file formats

    -
    -
    -

    Document size limit

    1 MB
    10 MB
    15 MB
    25 MB
    25 MB

    Discover - Analytics & Insights

    Case activity and user productivity gadgets

    Default Discover dashboard

    Customizable dashboards with KPIs

    -
    100 / account
    100 / account
    100 / account
    100 / account

    Gadgets per dashboard

    -
    10 / dashboard / desk
    10 / dashboard / desk
    10 / dashboard / desk
    10 / dashboard / desk

    Custom table gadget

    -
    -

    Download data from gadgets as CSV

    -
    -
    -

    Auto topic analysis

    -
    -
    Optional
    $ 8,9

    Create custom topics for topic analysis

    -
    -
    500 / desk - Optional
    $ 8, 9
    500 / desk
    500 / desk

    Customization & Integration

    Customize application colors

    Customize desk colors

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

    -
    10 / desk
    10 / desk
    10 / desk
    10 / desk

    Create a custom case message panel in case view - requires Event Broker3

    -
    -
    Optional
    $ 3
    Optional
    $ 3
    3

    Create a custom customer panel in case view - requires Event Broker3

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom case details panel in case view - requires Event Broker3

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom case tab - requires Event Broker3

    -
    -
    Optional
    $ 3
    Optional
    $ 3

    Create a custom administration menu option - requires Event Broker3

    -
    -
    Optional
    $ 3
    Optional
    $ 3

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

    -
    200 RPM
    400 RPM
    700 RPM
    850 RPM

    Webhooks (In development)15

    -
    -
    100 / account
    100 / account
    100 / account

    AI Tools

    Conversation bot (In development) 8,9, 15

    -
    -
    -

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

    -
    -
    -
    50 / desk
    50 / desk

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

    -
    -
    -
    250 / desk
    250 / desk

    Small talk topics (Manage valid responses for non-intent related messages)

    -
    -
    -
    500 / desk
    500 / desk

    Triggers (Define the flow of a bot conversation)

    -
    -
    -
    250 / desk (50 conditions + 50 actions each)
    250 / desk (50 conditions + 50 actions each)

    Intelligent classification

    -
    20 out of 500 categories / desk
    $ 8
    50 out of 500 categories / desk
    $ 8
    100 out of 500 categories / desk
    100 out of 500 categories / desk

    Dispatcher AI - optimize classification training results (Beta)

    -
    -

    Advanced training optimization (Planned)15

    -
    -
    -
    -

    Intelligent data extraction (intelligent fields)

    -
    $ 8
    $ 8
    8
    8

    Extraction AI - optimize data extraction training results (Planned)

    -
    -
    -

    Intelligent guided mode

    -
    -
    -

    Suggestion AI - intelligent suggestions

    -
    -
    -
    -
    -

    Intelligently 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

    Manage visibility of suggestions per user

    -
    -
    -

    Manage expert users

    -
    -
    -

    Intelligently detect topics in cases8,9

    -
    $ 8
    $ 8

    Artificial Intelligence Training

    AI Training cycles per month10

    -
    1
    2, 8
    1
    2, 8
    1
    2, 8
    4
    10

    Global Functions

    Message board

    -
    -

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

    -
    -

    Read receipt

    -
    -

    User Interface Languages

    English (US)

    German

    Dutch

    Japanese4

    Partial
    Partial
    Partial
    Partial
    Partial

    Polish4

    Partial
    Partial
    Partial
    Partial
    Partial

    Turkish4

    Partial
    Partial
    Partial
    Partial
    Partial

    Add Ons Pricing

    AI Assistant (enables AI capabilities) per user per month1, 2

    -
    25 €
    incl. Dispatcher AI € 25 for full AI features

    Event Brocker - base price of € 199 + tiered price / user / month: € 29 (users 1-20) + € 19 (21-50) + € 9 (51+) 3

    -
    -
    Optional
    $ 3
    Optional
    $ 3
    3

    Additional ThinkOwl Desk - per account per month (Planned) 15

    -
    -
    -
    399 €
    399 €

    Business Process Management - per user per month (Planned) 11, 15

    -
    -
    25 €

    Mail Server Enablement - per user per month (Planned)

    -
    -
    20 €
    12, 15

    On-Demand AI Training Cycle 10-Pack - for classification and data extraction (Planned) 8, 15

    -
    490 €
    490 €
    490 €
    490 €

    fileee Conversations Template - per extra template per month (Planned)15

    -
    49 €
    49 €
    49 €
    49 €

    fileee Conversations Module - per extra module per month (Planned)15

    -
    49 €
    49 €
    49 €
    49 €

    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 are not guaranteed to become available This price list will therefore be regularly updated.

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

    2) One (1) automatic monthly training cycle per AI component is included. Enterprise Plus plan comes with 3 additional AI training cycles per month that expire after 1 month.

    3) Base fixed price plus tiered-price per user. Add-on brokers events between ThinkOwl and your third-party systems. Requires a minimum of 5 paid users (20 for legacy Event Broker).

    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 <youraccount>.thinkowl.com. When using your own incoming mail server (option in some plans only), its limit will apply.

    7) Screen sharing is not supported for mobile devices.

    8) Additional on-demand AI Training cycles can be purchased (note: planned) for plans that include the AI Assistant add-on or equivalent functionality and have a minimum of 5 paid users. Such cycles can be consumed for any of the following AI components: classification, extraction, Discover topic detection, conversation bot.

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

    10) Period free training cycles expire after one (1) month

    11) Enables business process functionality and includes 10 business processes. Requires a minimum of 5 users.

    12) Enables connection with own mail server. Requires a minimum of 5 paid users. Note that such restriction only applies to the add-on for plan Professional. Enterprise and Enterprise Plus plans do not require this add-on.

    13) Requires approval from Facebook.

    14) Requires a minimum of 50 paid users.

    15) Features marked as 'planned' or 'In development' have no committed delivery date. Features marked as 'beta' can be used, provided the user excepts that certain features may not be (fully) functional and may be altered in the final feature release.

    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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