Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- Customerly at a glance
- What is Customerly?
- How easy is it to set up Customerly?
- What channels does Customerly work in?
- What are the limitations of Customerly?
- The AI meter runs on conversations
- There's no usage cap
- Aura doesn't learn from your past conversations
- Website crawling is available but discouraged
- No SOC 2 and no ISO 27001
- One caveat on all of the above
- What knowledge sources can I train Aura on?
- What features does Customerly have?
- The autonomous agent
- Actions and workflows
- Agent assist
- How do I improve Aura's responses?
- What resolution rate can I expect from Customerly?
- What AI model does Customerly use?
- What languages does Customerly work in?
- How secure is Customerly?
- Who is using Customerly?
- How much does Customerly cost?
- Customerly seat plans
- Aura AI Agent on its own
- Add-ons
- What it costs at real volume
- Does Customerly have a free trial?
- Is Customerly worth it?
- Pros and cons
- FAQs
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Customerly's AI agent, Aura, is metered at 45 cents a conversation when you buy credits up front, on top of a $19 to $99 per-seat plan that covers only 10 to 50 of those a month per seat. Here's what that actually adds up to.
You're comparing support tools and Customerly keeps coming up, probably because the pricing page starts at $19 and everything else you've looked at starts at ten times that.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer service inside the helpdesk they already have, so I spend a lot of my week looking at how other vendors in this space price and position themselves. Their own documentation tells you more about the product than any review site does.
By the end of this you'll know what Aura can and can't do, what the bill looks like at real volume, and whether the all-in-one trade-off is the right one for your team.
Customerly at a glance
Entry price | $19 per seat/month (Core) |
AI billing unit | Per AI conversation Aura takes part in |
AI conversations included | 10 (Core) / 20 (Growth) / 50 (Ultimate) per seat, per month |
Cost per extra AI conversation | $0.45 |
Channels | Live chat, email, WhatsApp, Messenger, in-app mobile. No voice, no SMS |
Best for | Small SaaS teams with no helpdesk yet, and EU buyers who want EU-only data residency |
Not for | Teams already settled on Intercom, Zendesk, HubSpot, Gorgias or Freshdesk |
Biggest limitation | No AI usage cap, on a meter that charges per conversation |
Our verdict | 7/10. Capable suite, awkward AI economics at scale |
My AskAI works the other way round. We layer an AI agent onto the helpdesk you already run (Zendesk, Intercom, HubSpot, Freshdesk or Gorgias) for ten cents a ticket, so nothing moves and nothing gets replaced. See how the integration works.
What is Customerly?
TL;DR: Customerly is a support suite you move into. It replaces your helpdesk rather than sitting on top of it. Live chat, help center, inboxes, email and surveys ship as one platform, with an autonomous agent called Aura on top.
Customerly is an all-in-one customer support suite built for SaaS companies, much like Crisp. You get live chat, a help center, shared inboxes, email, NPS and CSAT surveys, contact management and an AI agent, sold as one platform that your support moves into.
The AI agent is called Aura. It answers from your knowledge, runs multi-step "AI Missions" like refunds and churn recovery, and escalates to a human with the conversation context attached. There's a second AI product called AI Companion, which sits with your agents and costs extra.
The company is Italian and hosts everything in the EU (AWS data centers inside the European Union).
Customerly does not plug into Zendesk, Intercom, Freshdesk, Gorgias or HubSpot, because it is the helpdesk.
Their help center even has a collection called "Move From Other Providers", which tells you exactly how they see the buying decision. You're switching to them.
I'd work out which side of that fork you're on before you get attached to the $19 price tag.
How easy is it to set up Customerly?
TL;DR: The widget is a snippet and installs in minutes. The real effort is writing the help center articles Aura answers from, plus migrating whatever your current tool already does.
Dropping the widget on your site is a quick JavaScript snippet. The Getting Started collection walks through the project setup, the inbox, and the widget install in eight articles.
Everything after that is where the hours go. Aura trains on your help center articles, canned responses, chatflow intents and AI Missions, so the setup effort is mostly content work: writing the articles the AI will answer from.
Migrating from another tool adds your existing help center content, your saved replies, your routing rules and your team's muscle memory to that list. Their Flows section runs to 52 articles on its own (fun fact: that's more than their entire AI documentation).
None of that is unusual for a support platform. I'd just cost the content work properly, because the quick part is the widget install and nothing else.
With My AskAI there's nothing to migrate, because your helpdesk stays where it is. Setup usually runs 10 to 15 minutes, with no developer involved.
What channels does Customerly work in?
TL;DR: Live chat, email, WhatsApp, Facebook Messenger and in-app mobile. No voice and no SMS on any tier.
Aura and the wider platform cover live chat on your website, email, WhatsApp, Facebook Messenger, and in-app messaging through the iOS and Android SDKs. There's also an agent-side mobile app so your team can reply from a phone.
There's no voice channel and no SMS. If phone support is anywhere on your roadmap, I'd rule Customerly out on that basis alone.
What are the limitations of Customerly?
TL;DR: Five, and Customerly documents most of them itself: billing triggers on Aura joining a conversation, there is no way to cap AI usage, the AI does not learn from past conversations, website crawling is discouraged, and there is no SOC 2 or ISO 27001.
Customerly documents most of these limits itself, in its own help center and on its own security page, which is more candour than I get from most vendors.
The AI meter runs on conversations
Their pricing page counts any conversation where Aura "actively participates", whether it answers or executes a task, as one AI conversation no matter how many messages follow. The documentation says a credit is used "only when a full customer conversation is assigned to the AI".
The trigger is Aura taking the conversation, which is per-conversation pricing in its purest form. Nothing in their published pricing docs carves out a conversation that ends up escalated to a person.
There's no usage cap
Their help center article on this is titled "Can I set a usage cap for the AI in Customerly?" and the answer is no: "Currently, the Customerly platform does not provide a direct feature to set a usage cap specifically for AI operations." Their suggested mitigation is to monitor usage regularly. On a per-conversation meter with no cap, a traffic spike lands straight on the invoice.
Aura doesn't learn from your past conversations
Straight from their docs: "At present, our AI Assistant is not designed to directly learn from past conversations." Their recommended alternative is to use the AI to help you write more help center articles, so improvement stays a manual job that somebody on your team owns.
Website crawling is available but discouraged
Their article on it says "Crawling websites may not provide accurate training data for Aura, potentially leading to less precise responses." In practice that narrows Aura's knowledge to your help center articles, canned responses and uploaded documents.
No SOC 2 and no ISO 27001
Their security page states it directly: "Customerly does not currently hold a SOC 2 or ISO 27001 certification." They inherit AWS's certifications, which is a different thing and they say so. If your buyer has a procurement checklist, this is where the conversation ends.
One caveat on all of the above
The three help center articles behind those limitations are stamped "Last updated 2 years ago", so what I can tell you is what Customerly documents today rather than what the code does. That documentation is also what any buyer researching the product will find, which makes it fair game either way.
What knowledge sources can I train Aura on?
TL;DR: Help center articles, canned responses, chatflow intents and uploaded Documents. Your ticket history is not on that list.
Aura trains on help center articles, canned responses, chatflow intents, and uploaded Documents. Their Documents feature exists for exactly the content that doesn't belong in a public help center, described as extra content "that Aura can use to answer customer questions".
Your ticket history is missing from that list, usually the richest thing a support team owns. Everything your agents have already solved stays outside the AI's reach unless somebody rewrites it as an article.
The teams who need AI most are usually the ones drowning in tickets who never had time to write the documentation in the first place.
This is where we take the opposite approach. My AskAI can train on your historic tickets (5,000 by default) to generate starter knowledge from conversations your team has already resolved, so a team with no help center still gets a working agent. We also connect to Google Drive, Notion, Confluence, SharePoint, OneDrive, Dropbox, Salesforce and Shopify.
What features does Customerly have?
TL;DR: Three separately-priced layers: Aura as the autonomous agent, AI Missions for actions like refunds, and AI Companion as a paid agent-assist add-on.
It splits into three layers. Keep them separate in your head, because they're priced separately.
The autonomous agent
Aura handles the conversation end to end, answers from knowledge, and escalates with full context when it can't.
Actions and workflows
AI Missions let Aura act on a request as well as answer it, with refunds and churn recovery as the two the vendor leads on. These sit inside Chatflows alongside Intents, which is where you decide what gets routed to the AI in the first place.
Agent assist
AI Companion covers AI Reply, AI Write for Me, AI Summarize and AI Create Help Center Article. It's $19 per agent per month billed annually, on top of your seat price, and Companion usage doesn't burn AI Conversation credits.
Around all of that sits the suite: NPS surveys from Growth, CSAT surveys and team analytics on Ultimate, and a multi-language help center also on Ultimate. I'd read that tier list closely before you pick a plan, because a fair chunk of what you'd assume is standard sits at the top.
How do I improve Aura's responses?
TL;DR: By hand. You review where the agent failed, then write or fix the help center article behind it, because Aura does not learn from the conversation itself.
There's a "Review Aura AI Performance" area in the product where you can see how the agent did and open individual conversations. The loop from there is the one we run for our own customers: spot where it failed, work out which article was missing or wrong, write or fix that article, test again.
That loop is manual by design, because the agent doesn't learn from past conversations on its own. Whoever owns your help center owns your AI quality, and that job never finishes.
An agent trained on the articles you happened to have in month one will answer month-six questions badly unless somebody keeps feeding it.
Ours closes that loop for you. My AskAI self-learns from your agents' replies, drafting new knowledge each week by comparing what the AI said to what the human said. And when you want to know why the agent answered something the way it did, you ask Echo which source it used.
What resolution rate can I expect from Customerly?
TL;DR: Plan against 71%, the average Customerly publishes on its own pricing page. The 82% on their homepage belongs to one customer, and the field median sits at about 70%.
Customerly publishes two different resolution numbers.
Their pricing page carries "71% Actual Average Resolution Rate with Aura". Their homepage markets "82% of inquiries resolved without a human", and that 82% traces to a single named customer, WeShoot. A third figure, "60% of Customer Support Automated", belongs to TeamSystem Fatture in Cloud.
The 71% is the one I'd plan against, because it's the only one they present as an average.
For context, our field benchmark research puts the median AI resolution rate at around 70% across 195 rated deployments spanning 38 vendors. Customerly's own average sits almost exactly on that median.
I'd call that a respectable place to be for a suite where the AI is one product among several.
Do treat all of these carefully. "Automated", "handled" and "resolved without a human" are three different measurements (containment, deflection and resolution are not interchangeable either), and vendors rarely define them the same way (Customerly's own three numbers are a decent example). Comparing one vendor's automation rate to another's resolution rate tells you close to nothing.
What AI model does Customerly use?
TL;DR: Undisclosed. No model provider is named on their security page or anywhere in their documentation.
Customerly doesn't say publicly. No model provider is named on their security page or anywhere in their AI documentation.
That's fairly common in this market, and for most buyers it's a non-issue. If your security review asks where customer data is processed and by whom, you'll be putting that question to them directly.
What languages does Customerly work in?
TL;DR: Multiple locales with a fallback main language, plus Instant Translate in chat. The multi-language help center is gated to the top tier.
The help center supports multiple locales, with a main language acting as the fallback and articles translated per locale from there. There's also an Instant Translate feature in chat for live conversations (translating articles is a project, translating a live reply is a Tuesday).
The multi-language help center is an Ultimate-tier feature, so a multilingual audience pushes you straight to $99 per seat. Customerly publishes no total supported-language count for Aura itself, which I'd ask about before signing.
How secure is Customerly?
TL;DR: Strong for EU buyers, blocking for US enterprise. All data is stored and processed in EU AWS regions, and they hold neither SOC 2 nor ISO 27001.
Customerly's security position splits into good news and a hard stop, depending entirely on who your buyers are.
The good news, if you're European: all customer data is "stored and processed in AWS data centers located within the European Union", with backups held redundantly across EU locations. They're built to meet EU Regulation 2016/679, and they have a page on EU AI Act compliance. For an EU buyer with a data-residency requirement, that's a strong position, and a European vendor holding European data is an easier conversation with a European legal team.
The hard stop, if you're selling into US enterprise: no SOC 2 and no ISO 27001, in their own words. Inheriting AWS's certifications won't satisfy a procurement team that asks for your own report. I'd treat it as a hard no.
Who is using Customerly?
TL;DR: Six named public customers, led by TeamSystem Fatture in Cloud at 600,000 end customers. Each of the headline percentages on their homepage belongs to one of them.
Six customers have public stories, a decent spread across SaaS and EU consumer businesses.
TeamSystem Fatture in Cloud is the flagship. Italy's leading invoicing software with 600,000 customers, they report 60% of support automated, costs down 83%, CSAT up 20%, and a 15-second first response. They put it this way: "Aura handles over 90% of conversations, and we cut our cost per ticket by over 90%."
WeShoot, a photography travel company, is the source of the 82% figure. BRUM, a driving school platform, reports 18.5% of qualified inbound chats converting to paying customers. Paymo reports a 20% lift in lead engagement, while Nibol and Not Just Analytics both lead on tool consolidation, unifying four and five tools respectively.
I'd read the three big numbers on Customerly's homepage as three customer stories: the 83% cost cut is TeamSystem's, the 82% is WeShoot's, the 18.5% is BRUM's.
They're real, published and attributable, which is more than a lot of vendors in this space manage. I'd still weigh them as individual best cases against the 71% average on their own pricing page.
How much does Customerly cost?
TL;DR: Three stacked parts: a per-seat plan, a small bundled allowance of AI conversations, and a usage charge on everything past it. At 10,000 conversations a month the usage charge is roughly 93% of the bill.
Customerly seat plans
Plan | Price | AI conversations included | Extra conversations |
Core | $19 per seat/month | 10 per month | $0.45 each |
Growth | $69 per seat/month | 20 per month | $0.45 each |
Ultimate | $99 per seat/month | 50 per month | $0.45 each |
Annual billing takes two months off. Credits never expire, which is a fair touch.
Aura AI Agent on its own
If you only want the agent, Customerly sells it seatless at $0.45 per AI conversation with no plan attached. That's the option I'd model first.
One oddity on their pricing page: the plan cards quote $0.45, while the FAQ further down the same page says AI conversations are billed at €0.50 each on demand, or €0.45 when bought in advance. The prepaid $0.45 on the plan cards is the more favorable of the two rates.
Add-ons
AI Companion is $19 per agent per month, billed annually, and add-ons like this are exactly the sort of line that turns up in the hidden costs of AI customer service. Interactions (any customer engagement, including a new conversation, an email sent, or a survey response) start at $0.00099 each.
What it costs at real volume
Let's take a team of five agents on Growth handling 10,000 AI conversations a month. Five Growth seats include 100 AI conversations between them, so 9,900 of them are billable.
Line item | Monthly cost |
5 Growth seats at $69 each | $345 |
9,900 billable AI conversations at $0.45 each | $4,455 |
Total | $4,800 |
The included allowance covers 1% of that volume, which makes it a rounding error on the invoice. On a bill like that the meter is the product. I'd model it from the $0.45 rate alone.
Aura participating in a conversation is what consumes the credit, so a conversation that Aura opens and then escalates to your team is priced the same as one it closes cleanly, which is the per-conversation versus per-resolution trade-off in miniature. At a 71% resolution rate, roughly three in ten of those conversations still land on a human, and you've paid $0.45 for each of them on the way there.
For comparison on the AI portion only (both of these sit on top of whatever you already pay for helpdesk seats): My AskAI is a flat $0.10 per ticket, so 10,000 tickets is about $1,000 a month in usage. Your bill doesn't move as the resolution rate climbs, because we charge for the work the AI does, whether or not it lands the resolution. Run your own numbers on the ROI calculator.
One thing to hold onto: Customerly's seat fee is also buying you a helpdesk, which we don't replace. That's part of why the two numbers aren't a straight swap.
Does Customerly have a free trial?
TL;DR: Yes, 30 days, on every plan including the seatless agent. Long enough to measure the resolution rate you would actually live with.
Yes, 30 days, and there's a "Start Free Trial" button on every plan card including the seatless Aura agent. That's long enough to push real traffic through it and see the resolution rate you'd actually live with.
Ours is also 30 days, with every feature unlocked, unlimited tickets and no card required. Start a trial and point it at your live queue.
Is Customerly worth it?
TL;DR: Yes if you have no helpdesk and want one bill for everything, especially in the EU. No if you already run Zendesk, Intercom, Freshdesk, Gorgias or HubSpot, or if your volume makes the uncapped meter the biggest line.
Yes, if:
- You have no helpdesk today and want chat, help center, email and surveys from one vendor at one price
- You're an EU business where EU-only data residency is a procurement advantage
- Your AI volume is low enough that the included allowance plus a bit of overage covers you
- You'd rather have one supplier than a best-of-breed stack
No, if:
- You already run Zendesk, Intercom, Freshdesk, Gorgias or HubSpot and don't want to re-platform to get an AI agent
- Your volume makes $0.45 per conversation with no usage cap the biggest line on the invoice
- Your buyers need SOC 2 or ISO 27001
- You need voice or SMS
- Your best knowledge lives in resolved tickets that nobody has written up as articles
If you're weighing Customerly against the AI agents that sit on top of an existing helpdesk, our roundup of AI customer service tools for SaaS covers that side of the market properly.
Pros and cons
Pros
- One vendor covers live chat, help center, email, surveys and an AI agent, which is a real reduction in tools to buy and wire together
- $19 per seat buys a working product, and the agent can be bought seatless
- EU-only data residency on AWS from an EU company, with GDPR built in from the start
Cons
- The AI meter is triggered by Aura taking part in a conversation, so escalated conversations cost the same as solved ones
- There's no way to cap AI usage, which makes a traffic spike an uncapped bill
- Aura doesn't learn from past conversations, so improvement is manual help center work that never really ends
- No SOC 2 or ISO 27001, which rules it out of a lot of enterprise procurement
Customerly
- Brand: Customerly
- Rating: 7/10
- In a sentence: A capable all-in-one support suite that earns its place for small SaaS teams starting fresh, held back by an uncapped per-conversation AI meter and the fact that adopting it means moving your whole support stack.
FAQs
What is Customerly used for?
Customer support and engagement for SaaS companies (it's aimed squarely at product businesses). Live chat, a help center, shared inboxes, email, NPS and CSAT surveys, contact management, and the Aura AI agent, all in one platform.
How much does Customerly cost?
Plans run $19, $69 and $99 per seat per month, including 10, 20 and 50 AI conversations respectively. Extra AI conversations are $0.45 each. There's also a seatless Aura AI Agent option at $0.45 per conversation.
What is Aura, Customerly's AI agent?
Aura is the autonomous agent that handles customer conversations end to end. It answers from your knowledge, runs multi-step AI Missions like refunds and churn recovery, and escalates to a human with full context.
Does Customerly charge per resolution or per conversation?
Per conversation. Their pricing page states that any conversation where Aura actively participates counts as one AI conversation, no matter how many messages follow.
How many AI conversations are included in each Customerly plan?
10 a month on Core, 20 on Growth, 50 on Ultimate. Anything beyond that is $0.45 per conversation.
What channels does Customerly support?
Live chat, email, WhatsApp, Facebook Messenger, and in-app messaging through the mobile SDKs. No voice and no SMS.
Can Customerly work with my existing helpdesk?
No. Customerly is a helpdesk in its own right, and it replaces the one you're running. For my money that rules it out for anyone happy with the helpdesk they already have.
What can Customerly's AI be trained on?
Help center articles, canned responses, chatflow intents, AI Missions, and uploaded Documents. Their documentation states the AI is not designed to learn from past conversations, and that website crawling may produce less accurate training data.
How many languages does Customerly support?
The help center supports multiple locales with a fallback main language, and there's Instant Translate for live chat. The multi-language help center is an Ultimate-tier feature. Customerly doesn't publish a total language count for Aura.
Is Customerly GDPR compliant?
Customerly says it is built to meet EU Regulation 2016/679, and all customer data is stored and processed in AWS data centers inside the EU. They do not hold SOC 2 or ISO 27001 certification.
Does Customerly have a free trial?
Yes, 30 days, available on every plan including the standalone Aura AI Agent.
What is the best AI tool for customer service?
I run a competing product. The answer depends on whether you already have a helpdesk.
With a helpdesk already running, an AI agent that layers on top is cheaper and faster to deploy than replacing the platform. Without one, an all-in-one suite like Customerly gives you the helpdesk and the AI together.
Can I use AI for customer service?
Yes. We run it as the front line for 200+ ecommerce and SaaS businesses. A realistic expectation is around 70% of conversations resolved without a human, which is the median across the 195 deployments in our benchmark research, with the rest escalating to your team.
One caveat on that 70%: published vendor figures are self-selected wins, so treat the median as a ceiling for the field and not an average you should bank on.
