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Capacity

Customer Support · capacity.com

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Overview

Capacity is a unified customer experience (CX) automation platform that uses AI agents to handle customer inquiries across chat, voice, email, and SMS for contact centers and support teams. Founded in 2017 and headquartered in St. Louis, Missouri, the company grew through 2024 acquisitions of SmartAction (voice AI) and CereProc (speech synthesis) and reports serving over 20,000 organizations. The platform combines an AI knowledge orchestration layer, real-time agent assist, and quality-assurance/conversation analytics, with a HIPAA-compliant package available for healthcare customers.

The problem Capacity solves

Contact center and support teams often end up juggling separate tools for chat, voice, email, and SMS, plus a disconnected knowledge base that agents have to search manually for every ticket. Capacity solves that by unifying AI agents, a shared knowledge orchestration layer, and real-time agent assist into one platform, so incoming questions across channels get an automated, consistent answer instead of requiring agents to hunt across systems.

Decision context

Use these points to test whether the product fits your operation, not just whether it has a long feature list.

  • Published starting price: $6,000 per year (10 users), plus usage-based AI agent fees. Confirm user, usage, and feature limits for the plan you would actually buy.
  • Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
  • Verified integrations include Salesforce, HubSpot, Slack, Microsoft Teams, Zoom, Twilio. Validate sync direction and plan limits for the connections that matter.
  • This record was last checked on 8/1/2026; pricing and features can change.

How to evaluate Capacity

A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.

Workflow fit

The record describes it as a fit for Contact centers wanting to deflect high-volume support tickets across chat, voice, email, and SMS from one platform, Mid-market and enterprise support teams consolidating fragmented helpdesk, knowledge base, and agent-assist tools into one system, Regulated-industry teams (healthcare, financial services) that need a HIPAA-compliant AI support option. Check that this context matches the volume, roles, and processes your team needs it to support.

Pilot questions

  • Can Capacity complete the critical workflow without manual work outside the product?
  • Do the recorded connections (Salesforce, HubSpot, Slack, Microsoft Teams) support the sync direction, permissions, and volume we need?
  • What user, usage, storage, support, or security limits appear after the headline starting price?

Evidence and freshness

This record was checked on 8/1/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.

Best for

  • Contact centers wanting to deflect high-volume support tickets across chat, voice, email, and SMS from one platform
  • Mid-market and enterprise support teams consolidating fragmented helpdesk, knowledge base, and agent-assist tools into one system
  • Regulated-industry teams (healthcare, financial services) that need a HIPAA-compliant AI support option

Not a fit if

  • Very small teams or solopreneurs wanting a low-cost, fully self-serve helpdesk, since pricing starts around $6,000/year and is largely custom-quoted
  • Teams wanting a lightweight, highly self-customizable no-code bot builder without vendor-assisted setup and maintenance

Why it’s listed

  • Established AI support automation platform serving 20,000+ organizations, recently expanded via SmartAction and CereProc acquisitions plus a $92M investment round
  • Wide integration ecosystem spanning CRM, communication, cloud storage, and support-tool categories
  • Consistently positive G2 and Capterra reception for support quality and knowledge management, with a HIPAA-ready package for regulated industries

Pricing

Core

$6,000 per year (10 users, entry-level pricing per G2)

Essential tools to launch AI-powered support

  • Knowledge base
  • Helpdesk
  • AI Agent Builder
  • Data indexing
  • 250+ integrations
  • Analytics

Pro

Custom pricing

Full platform with Agent Assist capabilities (most popular tier)

  • Everything in Core
  • Live chat and shared inbox
  • Real-time Agent Assist
  • Conversation intelligence
  • Automated QA (AQA)
  • Developer platform / API access

Enterprise

Custom pricing

Full suite with advanced compliance and scale

  • Everything in Pro
  • Campaigns and CRM included
  • Advanced workflows
  • HIPAA compliance package available

Features

AI featuresCore product: AI Agents automate interactions across voice, chat, SMS, email, and web, powered by an AI knowledge orchestration layer.
Public APIA developer platform with API access is included starting in the Pro tier.
Reporting & dashboardsConversation intelligence, Auto QA, and analytics dashboards are included across tiers, expanding at higher tiers.
Mobile appNo dedicated native mobile app for administrators/agents was found in public documentation; customer-facing channels include SMS and voice but not a downloadable Capacity app.
Shared inbox & ticketingA shared inbox is included starting in the Pro tier alongside live chat.
Live chat & messagingLive chat is included starting in the Pro tier.
Knowledge base & help centerKnowledge base and data indexing are included starting in the Core tier.
Omnichannel supportExplicitly supports voice, chat, SMS, email, and web channels from one platform.
Automation & macrosAutomated workflows and outbound SMS/voice campaigns are built into Pro/Enterprise tiers, though not branded specifically as 'macros'.
CSAT & satisfaction surveysCSAT scoring is part of the Analytics/Auto QA feature set.
SLA managementNo dedicated SLA-management feature is documented publicly; Enterprise workflow and analytics tools may support SLA tracking indirectly, but this isn't confirmed on the pricing/security pages.

Integrations

SalesforceHubSpotSlackMicrosoft TeamsZoomTwilioZendeskFreshdeskServiceNowShopifyGoogle DriveOktaWorkdayGmail

Security & compliance

SOC 2 Type IIHIPAAGDPR

Pros & cons

Pros

  • Responsive, hands-on customer support during setup and ongoing use, called out repeatedly in both G2 and Capterra reviews
  • Effective AI knowledge base that reduces repetitive inquiries by surfacing answers automatically
  • Broad omnichannel automation across chat, voice, email, and SMS with high reported deflection rates
  • Deep integrations with common CRM and communication tools like Salesforce, Slack, and Microsoft Teams

Cons

  • Initial setup and ongoing knowledge-base maintenance require a real time investment from the team
  • Some reviewers report the AI bot occasionally fails to respond or gives irrelevant answers
  • Limited customization flexibility noted by reviewers with more complex enterprise requirements
  • Adding new team members reportedly requires contacting Capacity support rather than self-service admin controls

What we found

4.8/5
65 reviews aggregatedLast checked 2026-08-01
G2 ↗Capterra ↗

On G2, Capacity holds a 4.8/5 average across 65 reviews (87% five-star), with reviewers praising support quality (9.8/10) and knowledge-base features (9.4/10). On Capterra, Capacity is rated 4.5/5 across a smaller sample of verified reviews, again citing strong customer support and knowledge management, alongside notes on setup time and occasional bot reliability issues.

Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.

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