Capacity
Unified AI platform for customer support — AI agents across every channel, orchestrated to automate, assist, analyze, and engage.
Key strengths
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Recent changes
- Plans updated: Three platform tiers (Core, Pro, Enterprise) with an annual platform subscription fee plus usage-based pricing for AI Agents (chat per response, voice per minute, email per response, SMS per message) and add-ons for integrations. Agent Assist and Conversation Intelligence priced per hour of agent time. Volume discounts available.
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Capacity — Developer & Integration Documentation
Capacity exposes an API for developers needing to extend platform functionality or integrate with custom internal systems beyond the 270+ pre-built connectors.
Integration Ecosystem
Pre-built integrations are available across major enterprise categories:
| Category | Integrations |
|---|---|
| CRM | Salesforce, HubSpot, Zendesk |
| ITSM / Ticketing | ServiceNow, Jira, Asana |
| Telephony / CCaaS | NICE, RingCentral, AWS Connect, Avaya, Zoom |
| Collaboration | Slack, Microsoft Teams |
| Cloud Storage | SharePoint, OneDrive, Box, Google Workspace |
| ERP / HR | SAP, Workday |
| Healthcare | Athenahealth |
Platform Tiers
Three tiers — Core, Pro, Enterprise — govern feature access and platform capabilities. Developers should confirm tier-specific API rate limits, webhook availability, and SSO/SAML support directly with Capacity.
Usage-Based Metering
Integrations with billing or analytics systems should account for Capacity's usage-based pricing events:
- Chat AI Agent: per response
- Voice AI Agent: per minute
- Email AI Agent: per response
- SMS AI Agent: per message
- Agent Assist & Conversation Intelligence: per hour of agent time
Compliance
A HIPAA-compliant package is available, relevant for developers building healthcare workflows that handle PHI.