--- title: "Certainly Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Certainly Software - reviews, pricing plans, popular comparisons to other AI Agents for Customer Support products and more." source_url: "https://www.capterra.com/p/183590/Certainly/" page_type: "product" language: "en" publication_date: "2026-10-19" --- # Certainly Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 19, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Certainly ## What is Certainly? Certainly is a Conversational AI Platform made for ecommerce businesses, especially Shopify merchants. At Certainly, we enable companies to deliver exceptional experiences, improve AOV, deflect tickets, and scale their growth using our next-generation AI technology. We’re making ecommerce personal: insights from zero-party data from conversations with visitors ensure fewer product returns, lower cart abandonment, and higher customer lifetime value. ## What is Certainly used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Live Chat](https://www.capterra.com/live-chat-software/)[Artificial Intelligence](https://www.capterra.com/artificial-intelligence-software/) Top alternative Featured Overall rating Based on 13 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Certainly?[Manage this product listing](https://www.g2.com/products/certainly/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Certainly 4.4 (13) VS. [4.7 (32)](https://www.capterra.com/p/10031687/Text/reviews/) Starting Price Contact vendor Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (13) Ease Of Use 4.8 (589) Value For Money 4.3 (13) Value For Money 4.4 (509) Customer Service 4.6 (13) Customer Service 4.7 (500) ## Certainly alternatives Highest Rated [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 96% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/144040/Tidio-Chat/) [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (271)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting price $75.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/179417/Genesys-Cloud/) [Vozy](https://www.capterra.com/p/170736/Vozy/) [4.0 (7)](https://www.capterra.com/p/170736/Vozy/reviews/) Starting price $200.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 86% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/170736/Vozy/) [Inxide](https://www.capterra.com/p/237162/INX-app/) [4.6 (10)](https://www.capterra.com/p/237162/INX-app/reviews/) Starting price $0.80 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/237162/INX-app/) ## FAQs about Certainly Overview ### Which roles and teams benefit most from Certainly? Certainly is most used by customer care leaders, service managers, and customer support specialists who automate routine inquiries and guide customers to answers. Ecommerce, digital, and communications teams use it to assist website visitors and improve conversion paths. Operations leaders, founders, and project managers rely on it to organize customer-facing processes and maintain service consistency. Answer based on 13 reviews Overview ### What company size and specific industries is Certainly built for? Certainly is designed for ecommerce and webshop businesses, especially Shopify merchants, that need an AI chatbot for online customer service, sales support, and zero-party data collection. It fits organizations of various sizes that sell online and want to manage customer conversations on their storefronts. Features and Usability ### What are the key features of Certainly? Certainly offers CRM, generative AI, and a mobile app, along with live chat, chatbot, and multi-channel communication. It also includes workflow automation, customer service analytics, and customer history tools, plus API and third-party integrations for connecting with other systems. Integrations ### Which third-party tools and platforms does Certainly integrate with? Certainly integrates with Android 11, BigCommerce, ChatBot, Dixa, Freshdesk, Gmail, Google Calendar, Gorgias, HubSpot Service Hub, Instagram, Jira, Klaviyo, Magento BI, Messenger, Meta for Business, Microsoft Azure, Microsoft Power BI, Microsoft Teams, Online Auction System, and Pipedrive, covering customer support, CRM, messaging, calendar, and analytics platforms. Getting Started and Support ### What training and onboarding options does Certainly offer? Certainly provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online sessions support guided setup, webinars cover product overviews and updates, documentation offers written reference material, and videos provide visual walkthroughs for self-paced learning. Getting Started and Support ### What customer support options does Certainly offer? Certainly provides Email/Help Desk, a Knowledge Base, Phone Support, and Chat. No reviewer feedback about support is available, so user experience details such as response speed or helpfulness cannot be assessed from the catalog data. ## Features AI summary Based on 6,967 AI Agents for Customer Support reviews Capterra data shows that buyers of live chat software rank the following features as their top priorities: - **Chat/Messaging** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**51%**) - **Multi-Channel Communication** (**44%**) Certainly supports all three features reviewers rate most highly: **Chat/Messaging**, **Real-Time Notifications**, and **Multi-Channel Communication**. Together, these capabilities help businesses respond faster, manage conversations across channels, and keep customer interactions current, allowing teams to deliver more consistent and timely support. Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Activity Tracking Track and document all activities across devices, networks, and other systems AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Alerts/Escalation System alerts about the need to escalate an issue or request API Application programming interface that allows for integration with other systems/databases Autoresponders Create and automatically send premade copy in response to customer messages Certainly 52 features Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Create and automatically send premade copy in response to customer messages Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Interprets what a user is doing based on context and helps guide them through the process. Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Process of dividing customers into groups based on common characteristics Add customized logos and colors to align with company branding Create, save, and store files Public or private sharing of digital files such as documents, audio/video, images, and more Intended to be used by online stores Caters to sales teams Use AI to generate content in the form of text, images, videos, etc. Helps understand a user's intentions/actions Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Ability to chat online in real time Access software remotely via mobile devices Access the system via a mobile application Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Process and analyze human language in text or audio form Adjust communications based on previous interactions or personal preferences Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Copy on the page or chat window encouraging the user to engage with the chat option Analyze and gain insights into data in real-time Engage in direct, instant messaging with consumers Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Search and filter data across systems to locate required information by entering keywords or certain criteria Categorize emotions expressed and identify if they are positive, negative or neutral Send messages via SMS Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Train your system to interpret and transcribe voice messages Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, save, and re-purpose templates for emails, forms, etc. Set up connections to third-party platforms to improve business processes View messages sent by both parties during the chat conversation Transfer queries and organize messages between agents Streamlining repetitive tasks and activities through automated and predefined workflows Get Advice We can help you find the software with the features you need. Features 4.3 (13) 4.3 Based on 13 reviews ## Pricing Value for money 4.3 (13) ### Starting price Free trial available Value for money 4.3 (13) 4.3 Based on 13 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Instagram](https://www.capterra.com/p/210721/Instagram/)[ Google Calendar](https://www.capterra.com/p/213340/Google-Calendar/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (13) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (13) 4.6 Based on 13 reviews ## User reviews Overall rating 4.4 Based on 13 reviews Filter by rating Counts reflect reviews available in this feed. 5(7) 4(4) 3(2) 2(0) 1(0) Mentioned topic Recent reviews first, then most helpful SP Senior Project Manager of Player Experience Senior Project Manager of Player Experience Used the software for: Less than 1 year ### "Strong & very reasonably priced bot solution from a service oriented company." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 16, 2020 Pros Implementation was much easier than anticipated. While not completely painless & without challenges, we were able to integrate with our Zendesk instance without any programmer resources - no dependencies here! (Some handholding by the BotXO service team was needed though! Which brings us to the next point...) Absolutely fantastic customer service. Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve. Their detailed responses & level of service exceeded my expectations - high praise coming from a CS professional. \[SENSITIVE CONTENT HIDDEN\] in particular has been a joy to work with. And look, their customer newsletters have a "request a feature" button. How awesome is that? Don't see many vendors actively seeking feature requests so openly. The conversation flow testing feature is fantastic. It shows the bot conversation on one side and the bots current state and decisionmaking next to it. Great for troubleshooting issues! Cons The UI inside the platform is a little clunky. I like the general idea of setting up a flowchart - it's a great way to visualize the conversation flows. But setting up and modifying modules is clunky and it can feel like it takes twice as many clicks as it should to set up and connect modules. Some functionality feels like a "hack" rather than a fully polished feature. I.e. while it is possible to start a conversation at a specific point in the tree based on the URL of the page the customer is on, it requires multiple rather un-intuitive steps. There is a tagging/labeling feature which let you designate colors & tags for modules, but I'd love to see this taken further. It would be easier to read the flow of your bot though if it was possible to say, draw boxes to designate certain "areas" / boxes (i.e. Technical support) Some of the webhooks are confusing to set up, at least as a non-programmer. BotXO has the right idea already by making pre-made templates. Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available. Not really a point regarding the software... but their help center could be more comprehensive. This has been mostly mitigated by their excellent support team, but I try to self-service whenever possible. There have been times where better documentation would've been preferred over filing a ticket. FO Founder Founder Used the software for: Less than 1 year ### "Bot software that works" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 28, 2020 I start my onboarding process through the bot. Secondly presale questions. The more time you put in the software, the better your bot gets. Pros The integration options. Secondary the drag n drop interface, where you build your magic. Cons Like any other skill you try to learn, it takes time before you master the skill. DC Digital consultant Digital consultant Used the software for: 3-5 years ### "Worth the monet" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 February 28, 2020 Pros Easy to get started NLU Webhook Great support and people that are dedicated and listen to inputs. Worth the money Cons The lack of Analytics data The confusing setup when the bot is large CE CEO CEO Used the software for: 1-3 years ### "aio " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 30, 2020 The AIO team was not technical, but with BotXO they could manage complex dialogue flows without being overwhelmed by their complexity. BotXO’s intuitive interface was suitable for the customers as well. The onboarding process was a positive experience for the AIO team. The switch from DialogFlow to BotXO happened smoothly. The AIO team have very good communication with the team at BotXO and can collaborate on the product. Pros The aio team did not want an app with limited conversations. They didn’t want an FAQ bot, but something that would flow as a natural conversation. BotXO was able to handle both huge amounts of content and complicated dialogues. Cons Not much to say here, really. It’s always a Challenge ti learn something new, but We Got the help we needed all along. NK Nadin K. Customer Care Manager Used the software for: 1-3 years ### "Everybody can builed a bot" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 March 17, 2020 I have had a super successful and very educational journey with botxo. It has been super satisfying to develop the bot and it is the coolest feeling to sit with when the robot works and you can train it every day and thus also see huge progress in relation to customer satisfaction. The bottom line is that our customers can get help 24 hours a day without me having to have staff in the department. Pros That it is very user-friendly and that you can build the bot yourself without depending on a IT department. Cons Some problems with the integration update CS Customer Service Manager Customer Service Manager Used the software for: 1-3 years ### "Smart AI, very high success rate" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 13, 2022 It's been great! I'd say that starting the integration with Certainly was one of the best decisions we've ever made. Pros The best thing about Certainly is its success rate and efficiency. The AI is very smart and it gets even better over the time. Since we have the integration with Certainly, the daily workflow of customer service department has become easier than ever. Cons Nothing comes to mind to be honest, it's quite user-friendly and it gives you all the necessary tools to guarantee its success. LT Learning Tech Consultant Learning Tech Consultant Used the software for: Less than 1 year ### "Great software to build your chatbot" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 27, 2020 Im teaching, and we have great pleasure in making our students build different solutions for different industries, in order how to learn to build a chatbot, and to learn about the industries. My experience is that my students also feel its user friendly and easy to get started with the BOTXO software. Pros It is a very user friendly and easy to set up. Has great customer support, and advanced NLU(Natural Language Understanding) module for Danish and other minor languages! Cons Not really any, I feel like this is a great choice. CC Customer Care System Specialist Customer Care System Specialist Used the software for: Less than 1 year ### "Fantastic platform to build your chat bot!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 3, 2020 It has not been live long enough to really prove a point yet, but I can already see the usecase for both pre-deflecting easy / repeat enquiries as well as doing preparations for tickets with higher need for interaction. Gathering information for the agent to work more efficiently for example. Pros The one thing that stood out from the start was the ease to work with BotXO: The intuitive use of the platform itself and the support from our Customer Success manager. With their help, we were able to launch our first version in 2 weeks, and one week was due to me not having enough time to work on it full time. Cons I would like some more easy options to export items / flows for translation to another languages. HO Head of Customer Care and B2B Head of Customer Care and B2B Used the software for: Less than 1 year ### "Great product, but lack of service and intuition" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 May 16, 2019 Great product with a lot of good opportunities. However you need to invest a lot of time yourself to master the programme, since there is no customer service. They always refer to the manual, which doesn't alweays have all the answers. Pros Its userfriendly and easy once you have learned to use it. Lots of great possibilites and lots of customer data. Cons Some of the functions are not very intuititive to use. Also it loades rather slowly, especially the overview of Global connections is slow and messy. Also messy overview of received conversations. It would have been nice to make new and use reports better. CC Communications Consultant Communications Consultant Used the software for: Less than 1 year ### "Fast and easy to get started" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 May 16, 2019 Pros Very easy to get started with the basics, you will have a bot up and running in no time. The support is fast and reliable, with quick fixes and direct help. Easy to cusomize and design - both on its operations and the GUI. Up time is second to none - good work BotXO. Cons Reporting functions are a bit basic, and it tends to load very slow, hven bot has been running for a while. The platform can get "confused" over keywords and global connections, and this can result in some strange replies from the bot. [View all Reviews](https://www.capterra.com/p/183590/Certainly/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.