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
- What is Groove's AI (and what is Helply)?
- How easy is it to set up Helply?
- What channels does Helply work in?
- What are the limitations of Groove AI and Helply?
- What knowledge sources can I train Helply on?
- What features does Helply have?
- How do I improve Helply's responses?
- What resolution rate can I expect from Helply?
- What AI model does Helply use?
- What languages does Helply work in?
- How secure is Helply?
- Who is using Helply?
- How much do Groove AI and Helply cost?
- Groove pricing (seats + Copilot)
- Helply pricing (free helpdesk + paid outcomes)
- What a month actually costs
- Does Helply have a free trial?
- Is Helply worth it?
- What are the pros and cons of Helply?
- Pros
- Cons
- FAQs
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Groove's built-in AI only drafts; a human sends every reply. The customer-facing AI agent is Helply, sold separately, listed at $0.50 per outcome with a 65%-resolution-in-90-days-or-free guarantee. Full cost math inside.
If you've gone looking for "Groove's AI" and come back with two product names, a rebrand announcement, and three different prices... you're in the right place.
Maybe you run support on Groove today and your CEO just asked what the AI plan is. Maybe you're evaluating helpdesks and Groove's AI story reads like a puzzle. Either way, someone is expecting an answer from you, and the answer is confusing: Groove's built-in AI helps your agents write replies, while the AI agent that talks to customers is a separate product called Helply.
I've spent the last three years on calls with support teams comparing these tools, so I'll walk you through both products the way I'd explain them to a friend. By the end you'll know what Groove's AI actually does, what Helply does, what each one costs, and whether either fits your stack and budget.
What is Groove's AI (and what is Helply)?
TL;DR: Two products. Copilot is the AI that helps your Groove agents write replies; Helply is the separate AI agent that answers customers on its own. Groove itself is mid-rebrand into Helply.
Groove HQ is a shared-inbox helpdesk for small support teams. Its built-in AI is an agent-assist tool: it drafts replies, summarizes conversations, and reads sentiment, but a human presses send on every single reply.
That assist tool is now called Copilot. The Copilot help article describes a sidebar assistant that drafts answers from the conversation, your knowledge base, and similar resolved tickets. The same article states outright that Copilot "never auto-sends".
Their own FAQ draws the line for us: Copilot is AI for your Groove agents, and Helply is AI for your customers.
Helply is the other half: the autonomous AI agent built by Groove's founder, Alex Turnbull, as a separate product.
The Helply about page says it directly: "Groove rebrands to Helply. 250 B2B customers on Helply. A dedicated team keeps Groove running for 2,000 non-ICP customers it was built for, while our future is Helply."
You read that right: Groove is mid-absorption into Helply. As of July 2026, Groove's whole website redirects straight to Helply's, and even Groove's help center now runs on Helply's own knowledge-base product. Help Scout's roundup confirmed the split from the outside: Groove doesn't offer a built-in AI chatbot and sells that as a separate product instead.
Here's the split at a glance:
Groove Copilot | Helply | |
What it is | AI assistant for your agents | Autonomous AI agent for customers |
Who sends the reply | Your human agent | The AI itself |
Pricing | $49-79/month per account | $0.50/outcome or $0.75/resolution |
Where it runs | Inside Groove only | Five helpdesks or Helply's own |
In practice, "should we use Groove's AI?" splits into two questions:
- Is Copilot worth it as a drafting assistant for your agents?
- Is Helply the right autonomous agent for your customers?
Let's take them in turn.
How easy is it to set up Helply?
TL;DR: Copilot is an admin toggle inside Groove. Helply is a sales-led, 14-day production launch run by a dedicated engineer, with no self-serve signup for the AI tier.
Copilot first, because it's a one-toggle job. An admin flips on "Helply Copilot" in Groove's settings, and your agents get the sidebar the same day (the Copilot article walks through it with screenshots).
Helply is a different animal: it's sales-led. The Helply homepage pitches a 14-day production launch where their team connects your helpdesk, configures workflows, and takes your agent live. You book a demo to start; there's no self-serve signup for the AI tier on the pricing page.
The onboarding is hand-held from day one. Every plan includes what Helply's AI agent page calls a VIP Concierge: a dedicated AI support engineer, a private Slack channel, and weekly optimization reviews. Training starts from your existing knowledge base (they claim under five minutes for the first pass), then their Gap Finder flags what your docs don't cover, and a sandbox lets you test tone and escalation rules before anything goes live.
If you're moving helpdesks entirely, Helply's helpdesk page advertises a one-week migration with CSV import that keeps your threads and routes your existing support@ address.
We took a different route with My AskAI: self-serve setup in about 10 minutes, no developer needed, and a 30-day free trial so you can prove it on your own tickets before anyone books a call.
What channels does Helply work in?
TL;DR: Helply sits on Zendesk, Front, Freshdesk, Help Scout or Groove, and adds email, chat, in-app, Slack Connect, WhatsApp and X via its own free helpdesk. Neither Groove nor Helply offers an AI voice agent.
Helply is designed to sit on top of the helpdesk you already run. The Product Hunt launch listed sync with Zendesk, Front, Crisp, Freshdesk, Help Scout, and Groove (more recent third-party lists show five of those, without Crisp, so check the current list if Crisp is your stack).
Run it on Helply's own free helpdesk and the channel list widens: email, a chat widget, in-app messaging, Slack Connect, WhatsApp, and X. There's a context layer too: connectors for Slack, Stripe, Gong, PostHog, HubSpot, Attio, and Notion feed the agent account data, so it can reason about who it's talking to.
One gap to know about: voice. Helply's helpdesk page covers voice transcripts only, so there's no AI voice agent answering calls here.
Groove itself handles email, live chat, Facebook Messenger, Instagram DMs, and Facebook posts, with roughly 40 native integrations. No WhatsApp, no SMS, and no voice at any tier.
My AskAI works inside Zendesk, Intercom, Freshdesk, Freshchat, Gorgias, and HubSpot, plus our own website widget, and an internal agent for Slack and Teams. If your helpdesk is one of those six, you don't need to change anything to add an AI agent.
What are the limitations of Groove AI and Helply?
TL;DR: Groove's AI can't resolve tickets at any tier, and Copilot now costs $49-79 a month on top of seats. Helply is five months old, B2B-SaaS-only, sales-led, and publishes two different prices for its AI.
In my experience, limitations decide fit far more often than features do. Groove first.
Groove's built-in AI can't resolve a ticket by itself. Copilot drafts; your agent sends (one third-party source puts it bluntly: no auto-resolution or intent classification at any tier).
If your goal is fewer tickets touching humans, Copilot alone won't get you there. It's a paid add-on now too: the Copilot article lists $49 a month per account for existing Groove customers and $79 for new users, with the free trial having ended July 1, 2026. That replaced the old credit-based AI Drafts model.
Groove the helpdesk has its own rough edges. Reviewers on G2 flag reliability:
"It's glitchy a lot. We'll sign in and it looks like we're responding to tickets, but they'll be open or they'll be out of order or it'll be really slow."
And its ~40 integrations are a small pond next to the 1,500+ in Zendesk's marketplace. One more thing you should know: since the rebrand, Groove's marketing site (pricing page included) redirects to Helply's site, so you can no longer find Groove's seat pricing published anywhere.
Helply's limitations are a different flavor:
- It's young. The product launched on Product Hunt in February 2026, and I couldn't find independent reviews anywhere while researching this.
- The customer scope is deliberately narrow: B2B SaaS between $1M and $50M ARR. Helply's about page brags about walking away from 13 verticals to get there. Ecommerce, marketplaces, and B2C are out.
- Onboarding runs through their sales team. There's no self-serve path to a live agent; you book a demo and work with their engineer, so you can't poke around on your own first.
- No voice agent (voice comes in as transcripts only).
- The pricing story has moved around. Their marketing page says $0.50 per outcome while their own pricing FAQ says $0.75 per resolution with a $49 monthly minimum.
Add those up and the picture is a deliberately narrow product. The helpdesk tier is real and free, but the AI is built for one buyer and sold one way.
If you want to test an autonomous agent without betting the quarter on it, our Internal Notes mode runs My AskAI silently alongside whatever you use today: the AI posts its answer as a private note on real tickets, your team compares, and no customer sees a thing until you're ready.
What knowledge sources can I train Helply on?
TL;DR: Helply trains on helpdesk articles, past tickets, any URL, PDF/Word/spreadsheet files and custom Q&A, with auto-refresh. Copilot draws only on the conversation, the Groove KB and similar resolved tickets.
Helply's training surface is genuinely broad for a young product. The training page lists helpdesk sync (articles and past tickets from Zendesk, Freshdesk, Groove, and Help Scout), website crawling ("Point Helply at any URL and it crawls and indexes the content automatically"), file uploads in PDF, Word, and spreadsheet formats, pasted rich text, and custom Q&A pairs for edge cases.
Two nice touches: knowledge auto-refreshes when the source changes, and the Gap Finder compares real customer questions against your docs, then drafts the missing articles. The context connectors (Stripe, Gong, PostHog, HubSpot, Attio, Notion, Slack) layer account data on top of the written knowledge.
Notable absence: Confluence isn't on the connector list.
Groove's Copilot draws from the conversation itself, your Groove knowledge base, and similar resolved tickets. Agents can downvote a stale source and flag it so old tickets stop feeding drafts.
For comparison, My AskAI ingests your helpdesk help center plus Google Drive, Notion, Confluence, SharePoint, OneDrive, Dropbox, Salesforce, and Shopify. If your docs are thin, our historic ticket training builds starter knowledge from your past resolved tickets, so teams with no help center can still start.
What features does Helply have?
TL;DR: Three layers: autonomous resolution with Action-Based AI (refunds, billing lookups, plan changes), safety rails like per-action permissions and audit-logged rollbacks, and churn/upsell detection routed to your revenue team.
Helply's feature set stacks in three layers.
The first layer is the autonomous agent itself. Helply's AI agent page describes end-to-end resolution plus what they call Action-Based AI: issuing refunds, looking up billing, changing plans, updating user settings, querying your product database, and triggering workflows. The agent completes the work as well as answering the question.
The second layer is the safety rails. The Product Hunt listing details confidence thresholds, per-action permissions (read-only, suggest, or execute), reversible audit-logged actions, and human-in-the-loop options for sensitive flows.
Their "Hallucination-Proof Escalations" hand a conversation to a human with the full transcript, source citations, and customer context whenever confidence drops. Guidance rules even have version control with revert, which I rate: you can experiment with the rules and undo a bad change.
The third layer is the unusual one: revenue intelligence. Helply watches conversations for churn signals, upsell opportunities, competitor mentions, and feature requests, then routes them to your CSMs, AEs, or PMs.
The insights dashboard tracks CSAT, conversation paths, and metrics like "tickets per ARR dollar" and "churn signals caught". None of the big incumbents bundle this the same way.
Groove's own feature ledger is the assist list (drafts, grounded Q&A with citations, summaries with sentiment, writing tools, translation) plus solid non-AI helpdesk automation: Smart Folders, instant replies, time-based automations, collision detection, and rules.
On the actions front, our equivalent is Tasks: you describe a multi-step procedure in plain English (refunds, cancellations, account updates) and the AI runs it, either fully autonomously or propose-then-approve. You choose, per action.
How do I improve Helply's responses?
TL;DR: Helply improves through a sandbox, Gap Finder article drafting, auto-refreshed knowledge and weekly reviews with your dedicated engineer. Copilot improves through downvotes and account-wide guidance.
Helply's improvement loop is one of its stronger pitches, mostly because a human engineer is contractually in it.
The loop looks like this: test changes in the sandbox before they go live, let Gap Finder surface the questions your docs can't answer (it drafts the missing articles for you), and sit the weekly optimization review with your VIP Concierge engineer. Knowledge auto-refreshes when sources change, so retraining isn't a chore you'll forget. The recommended rollout on their Product Hunt thread is sensible too: start with the agent closed by default and open it up in high-intent spots first.
Groove's Copilot loop is lighter: downvote weak drafts, flag outdated sources, and tune the account-wide Copilot Guidance in settings.
Our version of this runs on autopilot: My AskAI's self-learning compares the AI's replies to what your human agents actually sent and drafts new knowledge articles every week from the differences. And when you want to know why the agent said something, you ask Echo (our in-dashboard assistant) and it shows you the source behind any answer.
What resolution rate can I expect from Helply?
TL;DR: Helply guarantees 65% AI resolution in 90 days or you pay nothing, measured by its own definition (a customer who stops replying counts as resolved). Every published customer figure is vendor-supplied.
Helply's headline number is a guarantee rather than a stat: 65% AI resolution within 90 days or you pay nothing, and their AI agent page stresses that means full resolution rather than deflection.
Before you anchor on 65%, read how they count it. Helply's pricing FAQ defines a resolution as: the AI answers, no escalation happens, and the conversation ends. A customer who stops replying counts as resolved.
To their credit, escalated conversations are never billed, and their escalation-counting article recently got stricter: just showing a customer the handover form now counts as an escalation, even if the customer never submits it.
The customer numbers Helply publishes are eye-catching and vendor-supplied: Covidence at roughly 30% of volume automated, Proposify at 30-35% resolution, Gatekeeper Press at 91%, PlatoApp at 75% of Tier 1, and Kami at an 80% cut in ticket volume, all from Helply's own materials. We found no independent verification of any of these on G2 or Reddit, so take them with a grain of salt: the same grain you'd apply to any vendor's homepage, ours included.
For context, our field research across roughly 55 vendors and 195 rated deployments puts the median AI resolution rate around 70%, with the usual caveat that every vendor defines the metric differently, so treat it as directional. Against that field, a guaranteed 65% is a realistic floor, well inside what the field already reaches.
And Groove's built-in AI? No resolution rate exists, because Copilot doesn't resolve anything alone. Groove's archived marketing led with response speed instead: teams responding 91% faster on average and a 24-point CSAT lift.
Real numbers from our side of the fence: RecruitCRM, a B2B SaaS running recruitment software (squarely the buyer Helply targets), gets 68% AI resolution with My AskAI on Intercom, up from about 35% at go-live. TravelJoy, a SaaS platform for travel advisors, sits at 80%. Both are named, published case studies, and I'd rather point you at a full write-up than a homepage stat.
What AI model does Helply use?
TL;DR: Neither product names its LLM. Helply's security FAQ points to OpenAI and Anthropic behind a retrieval stack, with no customer model choice and BYOK encryption support.
Neither product names its model. The strongest clue sits in Helply's security page, whose FAQ asks whether third-party model providers "e.g., OpenAI, Anthropic" train on your data. That wording implies a multi-model stack behind the curtain.
Helply's own engineering write-ups describe "GPT-level intelligence with Retrieval-Augmented Generation" plus a dynamic sync layer they call Knowledge Bridge. There's no customer-facing model picker; you get what they run (a normal call in this category: picking models is the vendor's job, and we'd say the same). On the data side, the security page lists real-time redaction of sensitive data from prompts, prompt-injection guardrails, and support for bring-your-own-key encryption.
Groove discloses nothing about models at all, and nothing public says whether your Groove data trains anyone's AI. Worth an email to their team before you commit if that's a blocker for your security review.
My AskAI runs a multi-model setup across OpenAI, Google, and Anthropic, picked per task and A/B tested continuously, so a rough patch at one provider doesn't drag your answer quality down with it.
What languages does Helply work in?
TL;DR: Helply claims 40+ languages for its agent; Groove's Copilot translates into 40+ for your team. Neither publishes a language list.
Helply claims support for 40+ languages on the AI agent page, though there's no published list and no per-language quality data. For scale: Helply's own comparison content credits Intercom Fin with 45+, so they sit mid-pack.
On the Groove side, Copilot translates messages into 40+ languages as an agent-assist feature: your agent reads and replies through translation, while the customer-facing sending is still human.
My AskAI auto-detects and replies in 95 languages, and Live Translation lets your agents handle any language they can't read.
How secure is Helply?
TL;DR: Helply lists SOC 2 Type II, GDPR, TLS 1.3, AES-256 and BYOK encryption, with SSO and data residency on Enterprise. Groove's certifications can no longer be verified on its own site.
Helply's security page reads like it was written for a security reviewer, which I mean as a compliment. The list includes SOC 2 Type II, GDPR compliance, TLS 1.3 in transit, AES-256 at rest, BYOK encryption, role-based permissions, data masking, access logs, and custom retention with a default-off stance: "By default, nothing is saved unless you configure it." Enterprise plans add SSO/SAML, SCIM, a custom DPA, and configurable data residency.
Groove is murkier. Its security claims can't be verified on its own site any more (the marketing pages redirect to Helply), and third-party listings contradict each other about which certifications Groove holds, so ask for current documentation directly if you're staying on legacy Groove. The privacy policy confirms US hosting on AWS with no documented EU residency option, and it still references the EU-US Privacy Shield framework, which was invalidated back in 2020, a sign the document hasn't had a recent pass.
My AskAI holds SOC 2 Type II and GDPR compliance, and our trust portal carries the current documentation your reviewer will ask for.
Who is using Helply?
TL;DR: Helply names roughly 35 B2B SaaS customers (Proposify, Covidence, LingQ) and counts 250 in total. About 2,000 legacy SMBs stay on Groove.
Helply's customer list is pure B2B SaaS, which matches the pitch. The homepage names Sender, Covidence, Proposify, Kameleo, AirGigs, Gatekeeper Press, LingQ, MyBaggage, and StaffTraveler among roughly 35 logos, and the about page counts 250 B2B customers on Helply against 2,000 legacy customers still on Groove.
Groove's historical base skews small: SMB SaaS and ecommerce teams, mostly in the 5 to 20 agent range. Its best-known names included Inbound.org and Less Accounting, with Shopify, Unsplash, AppSumo, and Stussy appearing in its logo strips over the years.
Our own customer base is 200+ ecommerce and SaaS businesses, with named, numbered case studies (RecruitCRM and TravelJoy both publish their full stories).
How much do Groove AI and Helply cost?
TL;DR: Groove seats were last published at $12-$35 per user monthly, plus Copilot at $49-79 a month. Helply's helpdesk is free; its AI shows $0.50 per outcome on the pricing page and $0.75 per resolution with a $49 minimum in its own FAQ.
Deep breath: this is where the two-product story gets expensive to misread. I'll take it one product at a time.
Groove pricing (seats + Copilot)
Groove no longer publishes seat pricing; the whole marketing site, pricing page included, redirects to Helply's. The last published tiers, from May 2026, were $12, $20, and $35 per user per month on annual billing.
What is published today is Copilot's price in the help article: $49 per month per account for existing Groove customers, $79 per month for new users, free trial ended July 1, 2026. That flat fee replaced the old AI Drafts credits, and for a busy team it's cheaper than the credits were; one third-party cost comparison had estimated $250+ a month in drafts for a team on the old model.
Helply pricing (free helpdesk + paid outcomes)
Helply's pricing page shows three tiers: a genuinely free, fully featured helpdesk with unlimited seats and no credit card; an AI-First Support tier at $0.50 per outcome with spending caps included; and a custom Enterprise tier with a dedicated CSM, DPA, SLA, and SSO.
Here's the catch: Helply's own pricing FAQ tells a different story. It quotes $0.75 per successful AI resolution with a $49 monthly minimum that includes 50 resolutions.
Two live Helply pages, two prices. I'd treat the FAQ's $0.75 as the operational number and get the real rate in writing on the demo call.
Watch the meter definition too. The pricing page bills per "outcome", and an outcome includes a resolved ticket, a churn alert fired, or an upsell opportunity surfaced.
Useful signals, sure. But if each one bills, your invoice tracks more than resolutions. Ask which events count before you forecast the spend.
What a month actually costs
Here's the math at 10,000 tickets a month with a 65% AI resolution rate (Helply's guaranteed floor), which gives 6,500 resolutions:
Scenario | Rate | Monthly cost |
Helply (marketing page rate) | $0.50 per outcome | $3,250 (6,500 resolutions; churn/upsell outcomes bill on top) |
Helply (pricing FAQ rate) | $0.75 per resolution | $4,875 |
My AskAI (Scale plan) | ~$0.10 per ticket, all 10,000 | $1,299 all-in ($499 base + 8,000 extra tickets at $0.10) |
For wider context: Intercom Fin charges $0.99 per resolution and Help Scout's AI answers run $0.75, so even Helply's FAQ rate is competitive in its category. Our push-back is with the per-resolution category itself.
Our take, from running the usage-based side of this argument: most of what makes a resolution rate climb is work you do (updating docs, connecting APIs, tuning guidance, the weekly QA loop). Per-resolution pricing bills you more as your own work pays off.
Per-ticket pricing stays flat, so your cost per resolved ticket falls as the rate climbs. We wrote up the full argument on LinkedIn: why per-resolution pricing stopped being a differentiator
And you can prove any of this before paying us a penny: the My AskAI free trial runs 30 days with all features unlocked, unlimited tickets, and no card.
Does Helply have a free trial?
TL;DR: The Helply helpdesk tier is free forever with unlimited seats. The AI tier has no self-serve trial; the 65% guarantee acts as the 90-day risk window instead.
Sort of, in an unusual arrangement. The helpdesk tier is free forever with unlimited seats and no credit card, so you can move your inbox in without spending anything.
The AI agent has no conventional trial. You pay per outcome from day one (with that $49 monthly minimum from the FAQ), and the 65%-in-90-days guarantee works as the risk reversal: miss the number and you pay nothing.
There's also a sandbox for testing before you go live. Just remember it's demo-gated, so "trying Helply" starts with a sales call rather than a signup form.
Groove historically offered a 30-day trial with no card, though with the marketing site redirecting to Helply, the legacy product's front door is closed to new buyers.
My AskAI's trial is the boring-but-effective option: 30 days, every feature, unlimited tickets, no card, self-serve from the homepage.
Is Helply worth it?
TL;DR: Worth shortlisting if you're a B2B SaaS at $1M-$50M ARR on a supported helpdesk and want hand-held onboarding with a guarantee. Skip it for ecommerce, B2C, voice, or self-serve evaluation.
For the right buyer, genuinely yes. If you're a B2B SaaS between $1M and $50M ARR, you run Zendesk, Front, Freshdesk, Help Scout, or Groove (or you'll take the free helpdesk), and you want a hand-held rollout with a money-where-their-mouth-is guarantee, Helply is a credible shortlist entry with the cheapest sticker price in the per-resolution category.
Choose Helply if:
- You're squarely in their B2B SaaS ICP and like the revenue-intelligence angle (churn flags and upsell signals routed to your CSMs).
- You want a dedicated engineer running your rollout, with weekly reviews.
- The 65% guarantee's terms work for you after you've read how resolutions are counted.
Don't choose Helply if:
- You're ecommerce, a marketplace, or B2C: they've walked away from those verticals by design.
- You need voice, or you want self-serve setup and independent proof before a sales call.
- Your project lives or dies on billing predictability: two live prices and a broad "outcome" meter make forecasting harder than it should be.
And if you're on Groove purely for the helpdesk: Copilot at $49-79 a month buys your agents faster drafting. It doesn't buy autonomous resolution; that still means adding Helply (or someone like us) on top.
My verdict on the whole Groove/Helply picture: the ambition is real, the pricing is aggressive, the product thinking (actions, guardrails, revenue signals) is modern; it's also five months old, scoped to one vertical, with performance numbers that all come from the vendor. Shortlist it with eyes open.
What are the pros and cons of Helply?
Pros
- Cheapest sticker price in its category: $0.50 per outcome on the marketing page, against Fin's $0.99 and Help Scout's $0.75, backed by the 65%-in-90-days-or-free guarantee.
- A genuinely free helpdesk: unlimited seats, no credit card, which removes the platform fee entirely.
- Modern agent architecture: Action-Based AI with per-action permissions, audit-logged reversible actions, escalations that carry full context, and revenue signals bundled in.
Cons
- Groove's own AI can't resolve tickets: Copilot drafts for agents, so autonomous resolution always means buying Helply on top.
- Narrow fit: B2B SaaS at $1M-$50M ARR only, with ecommerce, marketplaces, and B2C out of scope by design.
- Vendor-supplied numbers: every published resolution figure comes from Helply's own materials, with no independent verification yet.
- No self-serve evaluation: sales-led onboarding, a $49 monthly minimum, and two conflicting published prices ($0.50 vs $0.75).
Helply (Groove's AI agent)
- Brand: Helply (formerly Groove HQ)
- Rating: 7/10
- In a sentence: The most aggressively priced AI agent in its category with a guarantee nobody else matches, but it's five months old, scoped to B2B SaaS, and every performance number still comes from Helply itself.
If you want to see how My AskAI stacks up against tools like this across the whole market, our alternatives roundup covers the field.
FAQs
Is Helply the same as Groove?
Same founder, same company, different products. The way I keep them straight: Groove is the legacy shared-inbox helpdesk, and Helply is the AI-native platform it's rebranding into. Helply's about page says it outright: "Groove rebrands to Helply", with 250 B2B customers on Helply and a dedicated team keeping Groove running for 2,000 legacy customers.
Does Groove have a built-in AI agent?
No. Groove's built-in AI is Copilot, a drafting assistant for your agents that never auto-sends. The customer-facing AI agent is Helply, sold separately.
How much does Helply cost?
The helpdesk is free with unlimited seats. The AI tier is listed at $0.50 per outcome on the pricing page, while Helply's own pricing FAQ quotes $0.75 per resolution with a $49 monthly minimum including 50 resolutions (yes, those are two different prices; I'd get the current rate confirmed on your demo call).
Tier | Price |
Helpdesk | Free, unlimited seats |
AI (pricing page) | $0.50 per outcome |
AI (help-center FAQ) | $0.75 per resolution, $49/month minimum |
What counts as an "outcome" in Helply's pricing?
More than resolutions: a resolved ticket, a churn alert fired, or an upsell opportunity surfaced each count. The pricing FAQ meters per successful resolution, defined as the AI answering, no escalation, and the conversation ending (a no-reply counts as resolved).
What is Helply's 65% resolution guarantee?
Reach 65% AI resolution within 90 days or you pay nothing. It requires working with their dedicated AI engineer, and resolutions are counted by Helply's definition, so read the terms alongside the escalation-counting rules.
Which helpdesks does Helply work with?
The February 2026 launch listed Zendesk, Front, Crisp, Freshdesk, Help Scout, and Groove; current third-party lists show five of those without Crisp. You can also run it on Helply's own free helpdesk.
Can I use Helply without moving off Zendesk?
Yes. Helply's pricing page offers an "Add an AI agent to my existing helpdesk" path that syncs your articles, macros, and tickets rather than replacing the helpdesk.
What can I train Helply on?
Helpdesk articles and past tickets, any URL it can crawl, PDF/Word/spreadsheet uploads, pasted text, and custom Q&A pairs, plus account context from Stripe, Gong, PostHog, HubSpot, Attio, Notion, and Slack. Confluence isn't listed (the one gap I'd check first if your internal docs live there).
What AI model does Helply use?
Undisclosed. Their security FAQ references OpenAI and Anthropic as model providers, and their architecture notes describe retrieval-augmented generation, but there's no customer-facing model choice.
Is Helply SOC 2 compliant?
Helply's security page lists SOC 2 Type II along with GDPR, TLS 1.3, AES-256, BYOK encryption, and configurable retention. Enterprise adds SSO/SAML, SCIM, and data residency options.
How many languages does Helply support?
Helply claims 40+ on its AI agent page, without a published list of which ones. Groove's Copilot also translates into 40+ languages for agents. (My AskAI covers 95, auto-detected.)
Does Helply or Groove support voice?
Neither offers an AI voice agent. Helply ingests voice transcripts only; Groove has no phone channel at any tier.
Does Groove's AI cost extra on top of my plan?
Yes. Copilot is $49 per month per account for existing Groove customers and $79 for new users, on top of your seat fees. The free trial ended July 1, 2026.
Is Helply a good fit for ecommerce?
By their own account, no: Helply walked away from ecommerce and 12 other verticals to focus on B2B SaaS between $1M and $50M ARR. Ecommerce teams will find better-fitting agents among tools built for order lookups, returns, and WISMO tickets.
