Pricing Specific Details
Last Updated: October 30, 2024
Seat-based pricing details:
| Feature | Professional | Business | Enterprise | Ultimate |
|---|---|---|---|---|
| Price | Talk to Sales | Talk to Sales | Talk to Sales | Talk to Sales |
| Platform | ||||
| Conversations | Unlimited | Unlimited | Unlimited | Unlimited |
| Custom Objects | Included | Included | Included | Included |
| Custom Attributes | 50 | 100 | 250 | 500 |
| API Rate Limit | 300 RPM | 500 RPM | 1,000 RPM | 2,000 RPM |
| 3rd Party Integrations | Included | Included | Included | Included |
| Custom Permission Sets | - | - | 10 sets | 20 sets |
| Proprietary Integrations | - | Included | Included | Included |
| Tracking Events | - | Included | Included | Included |
| Advanced Object Properties | Included | Included | Included | Included |
| Automatic Language Detection | - | Included | Included | Included |
| Brands | 1 (default) | 5 | 25 | 300 |
| Languages | 1 (default) | 3 | 20 | All |
| Sandbox | Can be added for $ | Included | ||
| Workflow & Automation | ||||
| Business Rules | 25 | 50 | 100 | 200 |
| Custom Workflows | - | 25 | 100 | 150 |
| Conditional Branching | - | Included | Included | Included |
| Callable Workflows | - | - | Included | Included |
| External REST API Calls | - | Included | Included | Included |
| Workflow Builder | - | Included | Included | Included |
| Workflow Debugger | - | Included | Included | Included |
| Outbound Webhook | - | Included | Included | Included |
| Inbound Webhooks (Email, Form) | Included | Included | Included | Included |
| Agent Productivity | ||||
| Inline Macro Shortcuts | Included | Included | Included | Included |
| Split & Merge Conversations | Included | Included | Included | Included |
| Real-Time Collaboration | Included | Included | Included | Included |
| Snooze Conversations | Included | Included | Included | Included |
| Custom Searches | Included | Included | Included | Included |
| Team Features | Included | Included | Included | Included |
| Bulk Actions | Included | Included | Included | Included |
| Cross Object Search | Included | Included | Included | Included |
| Sentiment Tracking | Included | Included | Included | Included |
| Custom Context Cards | Included | Included | Included | Included |
| Collaboration Users | - | 5 | 1:1 | Unlimited |
| Conversation Routing | - | - | Included | Included |
| Required Fields | Included | Included | Included | Included |
| Custom Sub Statuses | - | - | Included | Included |
| Business Hours | - | 1 Schedule | Included | Included |
| Customer Satisfaction Surveys | - | Single Q | Multi Q | Multi Q |
| SLA Management | - | - | Included | Included |
| Conditional Fields | - | - | Included | Included |
| Multilingual Snippets | - | Included | Included | Included |
| Communication Channels | ||||
| Omnichannel in same conversation | ||||
| -Email (postmark/gmail) | Included | Included | Included | Included |
| -Chat (web, ios, android) | Included | Included | Included | Included |
| -Chat Styling | Included | Included | Included | |
| -Chat - Conversational Assistant | Included | Included | Included | Included |
| -Chat - Operational Hours | - | Included | Included | Included |
| -Chat - Proactive Chat | - | - | Included | Included |
| -Chat - Multilingual | - | 3 | 20 | Unlimited |
| -Chat - Outbound | $0.001 per conversation | $0.001 per conversation | $0.001 per conversation | $0.001 per conversation |
| -Facebook DM and Public Comments | 1 | 5 | 25 pages | 50 pages |
| -Twilio | Included | Included | Included | Included |
| -MessageBird | Included | Included | Included | Included |
| -Kustomer | Included | Included | Included | Included |
| -Instagram DM and Public Comments | 1 | 5 | 25 accounts | 50 accounts |
| Text | ||||
| -Twilio | Included | Included | Included | Included |
| -MessageBird | Included | Included | Included | Included |
| Voice | ||||
| -Native Parties | Starting at $0.02/minute*** | Starting at $0.02/minute*** | Starting at $0.02/minute*** | Starting at $0.02/minute*** |
| -Third Parties | Included | Included | Included | Included |
| Reporting & Analytics | ||||
| Standard Reports | Included | Included | Included | Included |
| Search & View Customer Data | Included | Included | Included | Included |
| One-Time Exports | - | - | Included | Included |
| Scheduled Exports | - | - | Included | Included |
| Conversation Analysis | Included | Included | Included | Included |
| Object & Event Analysis | Included | Included | Included | Included |
| Data Retention For Reporting | 1 year | 1 year | 2 years | 2 years |
| Custom Reporting | - | Included | Included | Included |
| Segmentation by Sentiment | - | - | Included | Included |
| Real Time Event Stream | $$ | $$ | $$ | $$ |
| Team Pulse - Real Time User Supervision | - | - | - | Included |
| Support | ||||
| Community | Included | Included | Included | Included |
| Help Center Documentation | Included | Included | Included | Included |
| Kustomer University | Included | Included | Included | Included |
| Implementation | - | Add-on | Add-on | Add-on |
| Custom Configuration$* | ||||
| Email Support** | Included | Included | Included | Included |
| Chat Support** | - | Included | Included | Included |
| 99.9% Uptime SLA | Included | |||
| Support Hours | 24/5 | 24/7 | 24/7 | 24/7 |
| Customer Selected Issue Prioritization | - | Included | Included | Included |
| Customer Success Manager | - | - | Included | Included |
| Notifications | ||||
| Browser-Based Notifications | Included | Included | Included | Included |
| Email Notifications | Included | Included | Included | Included |
| Knowledge Base | ||||
| Internal KB | - | Included | Included | Included |
| External KB | - | Included | Included | Included |
| Multilingual | - | Included | Included | Included |
| Portal | - | - | Included | Included |
| Security | ||||
| Google Authentication | Included | Included | Included | Included |
| Message Redaction | Included | Included | Included | Included |
| SCIM | - | - | - | Included |
| SAML Single Sign-On | - | - | $ | Included |
| Data Masking | - | - | - | Included |
| Multi-Region Disaster Recovery | Included | Included | Included | Included |
| Data Storage | ||||
| Object Limitations | 2 GB + 100 MB per Full User | 5 GB + 200 MB per Full User | 10 GB + 500 MB per Full User | 20 GB + 1 GB per Full User |
| Attachment Limitations | 5 GB + 2 GB per Full User | 10 GB + 5 GB per Full User | 20 GB + 5 GB per Full User | 40 GB + 10 GB per Full User |
| KIQ | ||||
| Conversational Assistants | Add-on | Add-on | Add-on | Add-on |
| For Agents | Add-on | Add-on | Add-on | Add-on |
$Available with additional charge.
*Some configurations may require a statement of work and an implementation fee.
**The availability of support channels may vary depending on the current state of your system’s initial setup. Learn more about Support availability here
*** Additional rates may apply. Learn more.
AI Pricing
| Feature | ProfessionalAI | EnterpriseAI | UltimateAI |
|---|---|---|---|
| Platform Capabilities | ✔ | ✔✔ | ✔✔✔ |
| Users | Unlimited | Unlimited | Unlimited |
| Conversations | Unlimited | Unlimited | Unlimited |
| Custom Objects & Tasks | 300K | 5M | 100M |
| Customer Attributes Per Klass | 100 | 200 | 300 |
| Customer Klasses | 10 | 50 | 100 |
| API Rate Limit | 500 RPM | 1,000 RPM | 2,000 RPM |
| Webhook Rate Limit | 500 RPM | 1,000 RPM | 2,000 RPM |
| 3rd Party Integrations | ✔ | ✔ | ✔ |
| Kinesis | ✔ | ✔ | ✔ |
| Custom Permission Sets | 1 set | 10 Sets | 20 Sets |
| Tracking Events | ✔ | ✔ | ✔ |
| Advanced Object Properties | ✔ | ✔ | ✔ |
| Automatic Language Detection | ✔ | ✔ | ✔ |
| Brands | 2 | 25 | 300 |
| Languages | 1 | 20 | All |
| Basic Sandbox | Ability to purchase | Ability to purchase | 1 Included, Ability to purchase more |
| Workflow & Automation Options | ✔✔ | ✔✔✔ | ✔✔✔ |
| Business Rules | 50 | 100 | 200 |
| Custom Workflows | 50 | 100 | 200 |
| Automation Executions** | ✔ | ✔ | ✔ |
| Conditional Branching | ✔ | ✔ | ✔ |
| Callable Workflows | ✔ | ✔ | ✔ |
| External REST API Calls | ✔ | ✔ | ✔ |
| Workflow Builder | ✔ | ✔ | ✔ |
| # Outbound Webhooks | 1 | 2 | 5 |
| # Inbound Webhooks | 5 | 10 | 20 |
| Queue Based Routing | ✔ | ✔ | ✔ |
| Tasks | ✔ | ✔ | ✔ |
| Skills-based Routing | ✔ | ✔ | ✔ |
| AI Capabilities | ✔✔ | ✔✔✔ | ✔✔✔ |
| AI Agents Across AI Teams | 10 | 100 | 1,000 |
| AI Prompt Automation Builder | ✔ | ✔ | ✔ |
| External Sources KB for AI | ✔ | ✔ | ✔ |
| AI Profiles | ✔ | ✔ | ✔ |
| Knowledge Base | ✔✔ | ✔✔✔ | ✔✔✔ |
| Internal KB Articles | ✔ | ✔ | ✔ |
| External KB Articles | ✔ | ✔ | ✔ |
| Portal | ✔ | ✔ | ✔ |
| Reporting And Analytics | ✔✔ | ✔✔✔ | ✔✔✔ |
| Standard Reports | ✔ | ✔ | ✔ |
| Search & View Customer Data | ✔ | ✔ | ✔ |
| One Time Exports | ✔ | ✔ | ✔ |
| Scheduled Exports | ✔ | ✔ | ✔ |
| Customer Reports | ✔ | ✔ | ✔ |
| Conversation Analysis | ✔ | ✔ | ✔ |
| Object & Event Analysis | ✔ | ✔ | ✔ |
| Data Retention for Reporting | 1 year | 2 years | 2 years |
| Segmentation by Sentiment | ✔ | ✔ | ✔ |
| Team Pulse - Real Time Supervision | ✔ | ✔ | ✔ |
| Reporting AI Generated Insights | ✔ | ✔ | ✔ |
| Anomaly Reporting | ✔ | ✔ | ✔ |
| Email Support | ✔ | ✔ | ✔ |
| Chat Support | ✔ | ✔ | ✔ |
| Implementation | $ add on | $ add on | $ add on |
| Premium Support Package | ✔ | ✔ | ✔ |
| Data Storage | ✔ | ✔✔ | ✔✔✔ |
| Object Limitations | 50MB / 1k conversations | 100MB / 1k conversations | 300MB / 1k conversations |
| Attachment Limitations | 2GB / 1k conversations | 3GB / 1k conversations | 4GB / 1k conversations |
| Security | ✔ | ✔✔ | ✔✔✔ |
| Google/Microsoft Authentication | ✔ | ✔ | ✔ |
| Message Redaction | ✔ | ✔ | ✔ |
| SCIM | ✔ | ✔ | ✔ |
| SAML SSO | ✔ | ✔ | ✔ |
| Multi-Region Disaster Recovery | ✔ | ✔ | ✔ |
| Data Masking | $ add on | $ add on | $ add on |
Kustomer voice pricing details
Kustomer Voice requires no upfront costs or long-term commitments. Customers pay only for what they use each month. Custom implementations may require additional set up fee scoped with our professional services team.
Number Fee (US/Canada)
- 1 support telephone number is included in all plans
- Additional numbers – $2 per month per line
Per Voice Minute Rates (US & Canada)
| Local Inbound | $0.015 |
| Toll-Free Inbound | $0.035 |
| Local & Toll-Free Outbound | $0.022 |
Number fee and Per Voice Minute Rates (Outside of US/Canada)
| International | $0.504 for all international calls |
For specific countries outside of the US and Canada, please reach out to our sales team to discuss your requirements.
Per SMS Segment Rates
SMS rates are calculated based on the number of segments, each containing 160 characters. Messages over 160 characters are split into multiple messages. For example, a 161-character message is sent as two segments: one with 153 characters and another with 8.
United States
| US Local SMS Inbound | $0.009 |
| US Toll Free SMS Inbound | $0.009 |
| US Local SMS Outbound | $0.009 |
| US Toll Free SMS Outbound | $0.009 |
Canada
| CA Local SMS Inbound | $0.009 |
| CA Toll Free SMS Inbound | $0.009 |
| CA Local SMS Outbound | $0.009 |
| CA Toll Free SMS Outbound | $0.009 |
Per MMS Segment Rates
United States
| US Local MMS Inbound | $0.015 |
| US Toll Free MMS Inbound | $0.017 |
| US Local MMS Outbound | $0.020 |
| US Toll Free MMS Outbound | $0.020 |
Canada
| CA Local MMS Inbound | $0.015 |
| CA Toll Free MMS Inbound | $0.015 |
| CA Local MMS Outbound | $0.025 |
| CA Toll Free MMS Outbound | $0.025 |
Per International Segment Rates
| International SMS Inbound | $0.009 |
| International SMS Outbound | $0.106 |
| International MMS Inbound | $0.009 |
| International MMS Outbound | $0.106 |