Capacity vs Gupshup
Capacity
capacity.com
Gupshup
gupshup.aiSide by side
| Figure | Capacity | Gupshup |
|---|---|---|
| Price from | — | Free |
| Free plan | — | Yes |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 6 | 4 |
| Spec score · Customer Service Automation Software | 8.4 (#1) | 8.4 (#2) |
| Spec score · Chatbot Builders | 8.5 (#54) | 8.7 (#35) |
| Spec score · Conversational AI Platforms | 8.4 (#11) | 8.5 (#8) |
| Channels | Its AI agents support chat, SMS, voice, and email. | The platform supports omnichannel conversations through WhatsApp, Instagram, SMS and RCS. |
| Company size | LinkedIn lists Capacity in the 51–200 employee range. | LinkedIn lists Gupshup as a privately held company with 1,001–5,000 employees and San Francisco headquarters. |
| Founded | Capacity says it was founded in 2017 by David Karandish and Chris Sims. | Gupshup identifies 2004 as its founding year and says it was born in India. |
| Free plan | No | No |
| Headquarters | Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address. | Cupertino, California, United States |
| Human handoff | Yes | Yes |
| Integrations | Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace. | Gupshup advertises more than 500 plug-and-play integrations covering CRMs, support, payments and commerce. |
| Licence | Capacity is proprietary commercial software: its services agreement restricts copying, modifying, reverse engineering and creating derivative works from its technology. | The reviewed official documentation describes hosted proprietary services and does not identify an open-source licence. |
| Rating on G2 | 4.7 out of 5 from 119 reviews | 4.4 out of 5 from 67 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 39 reviews | 4.1 out of 5 from 23 reviews |
| Rating on GetApp | 4.5 out of 5 from 14 reviews | 4.3 out of 5 from 35 reviews |
| Security and compliance | Capacity states that it uses AES-256 encryption at rest and TLS 1.2 or higher in transit, and lists GDPR, HIPAA and SOC 2 Type II compliance. | Its security page displays ISOQAR, AICPA, RBI, GDPR, CCPA, and LGPD certification or compliance marks and describes a periodically reviewed security compliance program. |
| What it does | Capacity is a CX automation platform for customer support that combines AI agents, human agent assistance, analytics and outbound engagement. | Gupshup provides conversational AI and messaging automation for marketing, commerce and customer support. |
Plans
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
Gupshup
- Gupshup messaging feeFree
- WhatsApp API Self ServePriced on request
- WhatsApp API Self-ServeFree
- EnterprisePriced on request
In their own words
Capacity
Capacity is a customer-experience automation platform for contact centers. It connects knowledge, data, and business systems to support AI agents and tools for human agents. Agents can handle chat, SMS, voice, and email, while the platform adds real-time agent assistance, automatic quality assurance, conversation intelligence, and outbound campaigns. Its AI Knowledge Orchestration Layer is described as the foundation that learns from interactions. Capacity targets mid-market and enterprise contact centers, typically those with 50 to 500 or more agents. Usage is measured by response for chat and email, minute for voice, message for SMS, and agent-time hour for assist and intelligence. The platform lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It offers API access, workflow actions, voice support, and human handoff. Capacity lists Core, Pro, and Enterprise plans with storage up to 100GB, 1TB, and 2TB; pricing is on request and there is no free plan.
Gupshup
Gupshup provides conversational AI for marketing, commerce, and customer support. Its agents use conversational context to take actions such as booking appointments, cancelling tickets, and making EMI payments. Teams can set engagement rules, connect business tools, apply guardrails, and define a trusted source of truth. Complex conversations can be escalated to human support.
The platform lists WhatsApp, Instagram, SMS, web and app, RCS, and voice channels. It supports trigger campaigns and drip journeys, with metrics to measure their performance. Other listed capabilities include a visual flow builder, AI bot generation, knowledge-base answers, lead qualification, and conversation routing. Integrations include Salesforce Marketing Cloud, MoEngage, CleverTap, Oracle Responsys, WebEngage, Bloomreach, and Braze, alongside custom integrations and more than 500 plug-and-play options.