Capacity vs Help Scout

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.

Help Scout is customer support software that brings email, SMS, social, chat, and voice into a shared Inbox. It also provides ticket automation, SLA management, a customer portal, and Docs sites for searchable, branded help centers or knowledge bases. Teams can manage visibility and access with permissions at company, team, or user level, and connect the service to more than 100 tools or apps. Help Scout offers API access and a mobile app. Its Free plan costs nothing and includes five users, one Inbox, and one Docs site, with 100 contacts per month, 10 saved replies, and 10 tags. Paid plans start at $25 per user per month; annual pricing is shown as 16% lower than monthly pricing. Standard and Plus plans offer 15-day trials without a credit card. New accounts receive three months of unlimited AI Answers resolutions. Help Scout states that it is HIPAA and SOC 2 Type II compliant. Support options include email, onboarding, customer success management, and priority support on paid plans.