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
- My AskAI vs Customerly at a glance
- What AI can I use for customer support: Customerly or My AskAI?
- How does an AI customer service agent work in each?
- What are the different ways I can use an AI agent?
- Direct replies
- Copilot replies
- Internal note replies
- Which is easier to set up, Customerly or My AskAI?
- How do My AskAI and Customerly differ in what they can be trained on?
- 'Static' content
- 'Dynamic' content
- Which has better answer quality, Customerly or My AskAI?
- Which AI agent is easier to improve over time: Customerly or My AskAI?
- Which has more features, Customerly or My AskAI?
- Is it easy to customize My AskAI and Customerly?
- What about vendor lock-in?
- Does Customerly or My AskAI have any other AI features?
- Tagging
- Agent translation
- AI Missions and the Companion suite
- What about security, is Customerly more secure than My AskAI?
- Which costs more, Customerly or My AskAI?
- The pricing model
- The overall cost
- Conclusion - should I choose Customerly or My AskAI?
- FAQs
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Customerly is an all-in-one EU-hosted support suite with its Aura AI agent built in. My AskAI is a dedicated AI agent that plugs into the helpdesk you already run. Pick Customerly if you have no helpdesk yet and want one platform at one price, especially as an EU buyer. Pick My AskAI if you already run a helpdesk and want a cheaper, better-trained AI agent you keep if you ever switch platforms.
Customerly's Aura costs $0.45 for every AI conversation beyond your plan's included allowance, on top of $19 to $99 per seat each month, and there is no usage cap to set. My AskAI charges from $0.10 a ticket on the support stack you already have. A brand-new team gets more for its money from Customerly; a team at real volume pays less with us and keeps its helpdesk.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer service inside their existing helpdesk.
That means I can't be completely impartial here. One of the two products scored below is ours.
The eleven scored categories are modes, ease of setup, training and integrations, answer quality, improving, features, price, customization, lock-in, other AI features and security. I've sourced every Customerly claim in this comparison from their own pages: pricing page, security page, help center. Each one is linked where it's used.
For me, Customerly's own documentation settles most of this decision: Aura exists only inside Customerly's platform.
Their migration guides cover moving in from Intercom, Zendesk, HubSpot, Drift or Crisp; adopting Aura means moving your support stack into Customerly.
Adding AI to the stack you already run and switching your whole stack are different decisions.
My AskAI vs Customerly at a glance
My AskAI | Customerly | |
What it is | AI support agent inside your existing helpdesk | EU-hosted support suite, Aura AI built in |
Headline price | $199/mo Pro, $499/mo Scale, from $0.10 a ticket | $19 to $99 per seat/mo, plus $0.45 per extra AI conversation |
How you buy it | Self-serve, 30-day free trial, no card | Self-serve, 14-day free trial on every plan |
Best for | Teams adding per-ticket AI to an existing helpdesk | Teams with no helpdesk yet, especially EU buyers |
Not a fit for | Teams wanting chat, help center, surveys in one | Teams keeping the helpdesk they already run |
Biggest limitation | Self-learning updates agent knowledge, not help center articles | Aura cannot be added to an existing helpdesk |
Scorecard | 6 category wins of 11, 2 tied | 3 category wins of 11, 2 tied |
What AI can I use for customer support: Customerly or My AskAI?
TL;DR: Customerly gives you Aura, an AI agent built into its own all-in-one support suite, so you move your support into Customerly to use it. My AskAI is a standalone AI agent that installs into Zendesk, Intercom, Freshdesk, Gorgias and HubSpot, or runs as a website widget.
Customerly is an Italian, EU-hosted customer support platform. One subscription covers AI live chat, a hosted help center, a shared team inbox, email, NPS and CSAT surveys, contacts, chatflows and mobile SDKs.
Aura is the AI agent inside that platform (it even appears as its own inbox in Customerly's sidebar, next to your team's queues). There is no version of Aura you can install into Zendesk or Intercom.
I like that Customerly publishes named customers with real stories. TeamSystem's Fatture in Cloud, an Italian invoicing product with around 600,000 customers, is the flagship. Carola, a Success Manager at TeamSystem, says this on Customerly's homepage:
"Whenever we launched a new feature, support tickets would spike 2–3x and overwhelm the team. Now, with Customerly, around 60% of requests are handled by AI so even major spikes barely affect us." Carola, Success Manager at TeamSystem, on Customerly's homepage
WeShoot, a travel photography company, is the other headline story.
My AskAI is an AI support agent that installs into Zendesk, Intercom, Freshdesk, Gorgias and HubSpot, whichever one your team runs today.
It can also run as a widget on your site. Either way, you keep your desk, agents, macros, tags and routing.
On our side, RecruitCRM runs My AskAI inside Intercom at a 68% AI resolution rate. That saves the team around 62 hours a month. TravelJoy runs it inside Zendesk.
How does an AI customer service agent work in each?
TL;DR: Both ingest your knowledge, answer customers on their own, and escalate to a human with context. The difference is where they live: Aura answers inside Customerly's own inbox and channels, while My AskAI answers inside whichever helpdesk you already run, or your own site widget.
Aura switches on inside a Chatflow; once active, related conversations are assigned to Aura automatically. Their docs describe the handover: "Aura handles conversations on your behalf until either it escalates the issue to a human agent or you decide to take over manually."
Aura's channels are Customerly's channels: live chat, email, WhatsApp, Facebook Messenger and the in-app mobile SDKs. It can also run multi-step actions (AI Missions) and escalate with context when it gets stuck.
My AskAI works the same way at the conversation level. We train it on your help center, website, files, connectors and historic tickets. Then it answers inside your helpdesk's own chat and email.
When it hands a ticket to your team, it writes an AI summary first. That summary lands as an internal note, so your agent picks up cleanly and can hand the conversation back when done.
What are the different ways I can use an AI agent?
TL;DR: Both do direct customer replies and agent assist. Customerly's agent assist, AI Companion, is a separate $19 per agent per month add-on. My AskAI includes its copilot on every plan and adds an Internal Notes mode that drafts every reply as a private note, so you can trial it silently inside your current helpdesk.
Direct replies
This is the main event on both sides. Aura replies to customers in Customerly's live chat, email, WhatsApp and Messenger channels.
We reply inside your helpdesk's native channels, chat and email included, plus the website widget. If your helpdesk routes a social channel into the inbox, the AI answers there too.
Copilot replies
Customerly sells agent assist as a separate product. AI Companion covers AI Reply, Write for Me, Summarize and help-article drafting, priced at $19 per agent per month, billed annually.
Their docs note that these features "do not consume AI Conversation credits." They're unlimited for anyone with the add-on.
Our copilot is the AI Copilot Chrome Extension. It works inside any of our integrated helpdesks.
It drafts replies and looks things up for agents. It's included on every plan with no per-seat charge.
Internal note replies
We have a third mode. The AI drafts a full reply on every ticket as a private internal note. Customers see nothing.
Teams use it to test answer quality on live tickets (side by side with whatever they use today, at zero risk).
Customerly has no equivalent mode. Aura's home is Customerly's own inbox, so there's no existing helpdesk underneath it to test inside.
Which is easier to set up, Customerly or My AskAI?
TL;DR: Aura is native to Customerly, so there is nothing to connect. The catch is that "setup" means moving your whole support stack into Customerly unless you are starting from scratch. My AskAI takes about 10 to 15 minutes on top of the helpdesk you already run, with no migration.
For a team starting from zero, Customerly is about as simple as it gets. One signup gets you chat, help center, inbox and AI together. Every plan carries a 14-day free trial (the seatless Aura plan included).
For a team with an existing stack, Aura has no install path into Zendesk, Intercom, Freshdesk, Gorgias or HubSpot.
Customerly's own onboarding for those teams is its migration collection: import your conversations and contacts, rebuild your workflows, move in.
My AskAI installs as an approved app from your helpdesk's marketplace. That means the helpdesk has reviewed and listed us. Setup is 10 to 15 minutes (sign up, connect your knowledge, install the app).
No code, no developers needed. Teams switching from a native AI like Fin or Zendesk AI usually complete the move in under a day.
How do My AskAI and Customerly differ in what they can be trained on?
TL;DR: Aura answers from help center articles, canned responses, chatflow intents and uploaded Documents. Their help center states it is not designed to learn from past conversations, and describes website crawling as not recommended. My AskAI trains on your help center, website, files, connectors (Notion, Confluence, Drive, SharePoint, Salesforce, Shopify) and your last 5,000 historic tickets.
'Static' content
Customerly's own docs list Aura's training sources: help center articles, canned responses, chatflow intents and AI Missions. On top of those, Documents lets you upload PDF, Word and text files, organize them into folders with audiences, and toggle AI training per document.
Two limits are documented in their own help center. On past conversations: "At present, our AI Assistant is not designed to directly learn from past conversations."
Their stated reasons are accuracy and privacy. I read that as a design choice.
On website content, their guidance is cautious: "Crawling websites may not provide accurate training data for Aura, potentially leading to less precise responses."
My AskAI casts a wider net. It trains on your help center (including behind-login articles), your website, uploaded files, and Custom Answers for exact scripted wording. It also connects to Google Drive, Notion, OneDrive, Dropbox, SharePoint, Confluence, Salesforce knowledge and Shopify.
We also train it on your last 5,000 historic tickets by default, with more on request. Real customer phrasing is the most useful training data a support AI can get. It's also the source Customerly's docs say Aura is not designed to use.
Anything sensitive can be marked internal-only, so it informs agent-facing answers without ever reaching a customer.
Training source | My AskAI | Customerly |
Help center articles | ✅ | ✅ |
Historic tickets | ✅ (last 5,000 by default) | — (documented as not designed to learn from past conversations) |
Website crawl | ✅ | ✅ (their docs: not recommended) |
Uploaded files (PDF, DOCX, TXT) | ✅ | ✅ (Documents) |
Canned responses / saved replies | ✅ (Custom Answers) | ✅ |
Notion, Confluence, Google Drive | ✅ | — |
OneDrive, Dropbox, SharePoint | ✅ | — |
Salesforce knowledge | ✅ | — |
Shopify | ✅ | — |
Internal-only marking | ✅ | Audience-scoped Documents |
'Dynamic' content
Customerly's answer here is AI Missions: multi-step actions Aura can run inside the platform, like processing refunds or running churn-recovery flows. Missions consume the same $0.45 AI conversation credits as replies.
We handle live data and actions through Tasks and Tools. Tasks are multi-step procedures written in natural language; Tools are the API calls they use.
The User Data API connects your own backend for questions like "where is my order?"
On Shopify, product recommendations and order lookups come pre-built. You can wire cart or discount flows yourself with Tasks and Tools. Each action runs fully autonomously or as propose-then-approve (a per-action setting you choose).
Most teams open up autonomy as trust builds.
Which has better answer quality, Customerly or My AskAI?
TL;DR: Published numbers on both sides are self-reported. Customerly publishes a 71% average resolution rate on its pricing page and an 82% figure on its homepage that traces to one customer. My AskAI's customer base averages 72% on a rolling 30-day basis, and historic-ticket training is what separates them in practice.
Customerly's pricing page publishes 71% as its "Actual Average Resolution Rate with Aura". Its homepage shows 82% of inquiries resolved without a human, a figure that sits inside the WeShoot story. Marco Carotenuto, WeShoot's founder, describes the early result on that same page:
"In the first week, Aura closed 5 bookings on her own, including gift cards. I didn't have to do anything." Marco Carotenuto, Founder, WeShoot, on Customerly's homepage
Across our own customer base, My AskAI resolves 72% of conversations on a rolling 30-day basis. We count a conversation as resolved when the AI handled it without escalating. We also make asking for a human easy.
For context on where the field sits, our resolution-rate benchmark study covers 195 rated deployments across 38 vendors. The median lands around 70%. Treat all of these numbers as directional.
Every vendor defines resolution its own way, and published figures skew toward the best setups. I have written before about reading resolution rates with care.
Both products let you check where an answer came from. Customerly documents a per-reply source list: "For every reply Aura provides, you'll see a list of sources from which the information was pulled."
In My AskAI you can ask Echo, the assistant inside our dashboard, why the agent gave any answer. Echo will also show you which knowledge source it used.
My AskAI learns from your historic tickets and keeps learning from your agents' replies, while Aura answers from the content you author. Alan Pugh, Head of Customer Service at TravelJoy, put a number on the result in our published TravelJoy case study:
"You're beating Zendesk's AI agent 76% to 24% on AI deflection. Huge" Alan Pugh, Head of Customer Service, TravelJoy, on My AskAI's TravelJoy case study
Which AI agent is easier to improve over time: Customerly or My AskAI?
TL;DR: Customerly's improvement path is manual: their docs state Aura is not designed to learn from past conversations, so you author and tune help center content yourself. My AskAI's Self-Learning drafts new knowledge automatically by comparing its replies to your human agents' replies.
Customerly gives you a structured review loop. From any conversation you can rate Aura's reply as Great, Needs Review or Hallucinated. The AI Effectiveness report queues those reviews for the team to work through.
Acting on a review is manual, though: their docs say Aura is not designed to learn from past conversations, so the fix for a weak answer is authoring. Write or update a help center article, a canned response or a Document, then confirm the change landed.
We automate that loop with Self-Learning. Our docs describe it as "the ability for your AI agent to learn from your human agent conversations, ensuring that you don't have to manually update its knowledge on an ongoing basis."
In practice, when a ticket escalates, the AI compares its own draft to what your human agent actually sent. It drafts a new knowledge article from the difference. You review and approve.
The agent's knowledge base maintains itself. Self-Learning works in both direct-reply and Internal Notes modes, so the agent improves even while it is still in silent testing.
Which has more features, Customerly or My AskAI?
TL;DR: Customerly has the broader platform surface: live chat, help center, shared inbox, surveys, contacts, chatflows and mobile SDKs. My AskAI has the deeper AI-agent surface: historic-ticket training, self-learning, internal notes, tagging and translation, without asking you to adopt a new platform.
Customerly wins this category. It is a whole support platform, so its feature list includes things we were never going to build into an AI agent: a hosted help center, NPS and CSAT surveys, contact management, email, chatflows and native mobile SDKs.
Our surface is all AI agent. Historic-ticket training, Self-Learning, Internal Notes mode, natural-language Guidance, AI tagging, live translation, image reading and Tasks for actions. All of it runs inside Zendesk, Intercom, Freshdesk, Gorgias and HubSpot.
Feature | My AskAI | Customerly |
Live chat platform | — | ✅ |
Hosted help center | — | ✅ |
Shared team inbox | — | ✅ |
NPS and CSAT surveys | — | ✅ |
Contacts / CRM | — | ✅ |
Native mobile SDKs (iOS, Android) | — | ✅ |
WhatsApp and Messenger | ✅ (through your helpdesk's channels) | ✅ |
Runs inside Zendesk, Intercom, Freshdesk, Gorgias, HubSpot | ✅ | ❌ |
Historic-ticket training | ✅ | — (documented as not designed to learn from past conversations) |
Self-learning from agent replies | ✅ | — |
Internal-notes testing mode | ✅ | — |
AI ticket tagging | ✅ (Zendesk, Intercom, Freshdesk, Freshchat) | — |
Live agent translation | ✅ (Intercom) | ✅ (Instant Translate) |
AI image reading | ✅ | — |
Multi-step AI actions | ✅ (Tasks and Tools) | ✅ (AI Missions) |
SOC 2 Type II | ✅ | ❌ (their security page) |
Teams that need the platform pieces are buying exactly that breadth. If your helpdesk already provides them, you are comparing AI agents, and ours trains on more of your data.
Is it easy to customize My AskAI and Customerly?
TL;DR: Both let you set tone, persona and behavior rules. My AskAI's Guidance takes natural-language instructions for style, clarification and forced handovers. Customerly configures Aura inside Chatflows and Intents, which is powerful but flow-builder work.
Customerly configures Aura through its automation layer. Their docs put it this way: "When you activate a Chatflow featuring the AI Assistant, Aura takes the reins, offering you a hands-free support experience."
Intents route specific scenarios. The help center's Flows collection runs more than fifty articles deep.
Configuring Aura this way is builder work (triggers, conditions and branches, closer to a workflow tool than a settings page).
Our equivalent is Guidance. It's plain-English rules in three types: Communication & Style, Context & Clarification, and Handover & Escalation. Each rule is a sentence or two, like "never promise a delivery date" or "always hand billing disputes to a human".
You can also make changes by asking Echo. It writes and edits Guidance, manages Custom Answers and tests the agent's replies for you.
What about vendor lock-in?
TL;DR: This is the biggest structural difference. Aura only exists inside Customerly, so adopting it means moving your support stack in, and outgrowing it means leaving your trained AI behind. My AskAI's trained agent moves with you across Zendesk, Intercom, Freshdesk, Gorgias and HubSpot.
We have lived the all-in-one trade ourselves. In our early days we ran our own support on Crisp, an all-in-one platform much like Customerly. We moved off it as we grew.
Starting on one is a reasonable call for a very early team. One cheap tool, nothing to connect, and with Customerly you get EU hosting on top. The cost arrives later, at the moment you outgrow the platform.
Everything you have invested in Aura lives inside Customerly: the tuned help center, the canned responses, the chatflow intents, the AI's whole working setup. Leaving the platform means leaving the trained AI behind and starting again inside whatever you move to.
We built My AskAI so the investment survives a move. Your trained agent, custom answers, guidance and tasks move with you across Zendesk, Intercom, Freshdesk, Gorgias and HubSpot.
In our experience, the invoice and the exit cost are the two things that move people between vendors.
Does Customerly or My AskAI have any other AI features?
TL;DR: Customerly's extras skew to the platform: AI Missions for multi-step actions, the AI Companion writing suite and Instant Translate in chat. My AskAI's extras are support-ops tools: automatic ticket tagging, live agent translation and image reading.
Tagging
We tag every incoming ticket automatically across up to three attributes. The AI judges the message text against your existing tags.
It runs natively in Zendesk, Intercom, Freshdesk and Freshchat as a metered add-on at $0.05 per attribute per ticket. Each tag can control whether the AI replies at all, which makes it a routing and spend lever too.
Customerly handles tagging through its flows and inbox rules. Its help center does not document an AI tagging feature.
Agent translation
We support 95 languages, auto-detected per message. On Intercom, Live Translation goes further: it translates the conversation into your agent's language and their reply back, as a $0.05 per ticket add-on.
Customerly counters with Instant Translate in live chat. Its pricing page reserves both Instant Translate and its multi-language help center for the Ultimate tier.
AI Missions and the Companion suite
Customerly's stand-out extra is AI Missions: multi-step actions like refunds and churn recovery, run by Aura inside the platform, with no integration work. The AI Companion writing suite adds a second layer of agent-facing AI on top.
Our extras run deeper on the support-ops side. Image reading is a good example: the AI reads the screenshots and photos customers attach, at $0.02 per reply where an image is processed.
Still, on sheer count of additional AI features, Customerly takes this category.
What about security, is Customerly more secure than My AskAI?
TL;DR: My AskAI is SOC 2 Type II certified and GDPR compliant. Customerly is GDPR-built with EU-only AWS data residency, a real win for EU buyers, but holds no SOC 2 and no ISO 27001, which its own security page states. Whichever report your reviewer asks for first will decide it.
We're SOC 2 Type II certified and GDPR compliant, with AES-256 encryption at rest and TLS in transit. We never use customer data to train models, and every customer runs in an isolated container.
Customerly's security page is direct about its position. The EU story is its strength: "All customer data is stored and processed in AWS data centers located within the European Union, meeting data sovereignty requirements out of the box."
The platform is "built to meet EU Regulation 2016/679" (that's the GDPR), from an EU company.
The same page also states: "Customerly does not currently hold a SOC 2 or ISO 27001 certification of its own."
It inherits AWS's certifications for the infrastructure layer.
A US-leaning procurement review that asks for a SOC 2 report points our way. An EU buyer whose first question is where the data physically lives has a real reason to like Customerly.
Which costs more, Customerly or My AskAI?
TL;DR: For a brand-new team with no helpdesk, Customerly bundles the whole platform from $19 per seat, which is cheap to start. Watch the meter, though: $0.45 for every conversation beyond your plan's 10 to 50 included a month, and no usage cap to set. My AskAI charges from $0.10 a ticket on the helpdesk you already run, with no per-seat meter.
The pricing model
Customerly's pricing stacks three parts. Seats: Core at $19, Growth at $69, Ultimate at $99 per seat per month.
An AI allowance: 10, 20 or 50 AI conversations included per month by tier. Then the meter: $0.45 for each additional conversation Aura takes part in.
I'd read the billing unit twice, in their own words. A credit is consumed by "any conversation where Aura actively participates", answering or executing a task.
It also "counts as one AI conversation, regardless of how many messages follow". You pay when Aura works, resolved or not (and Missions consume the same credits).
A seatless Aura plan also exists: pay $0.45 per conversation from the first one, no seats required. The AI Companion writing suite is a separate $19 per agent per month, billed annually.
Their cards price the meter in dollars, while the pricing FAQ quotes €0.45 to €0.50 (yes, both on the same page). The math below uses the cards' $0.45.
One more line from their help center: "Currently, the Customerly platform does not provide a direct feature to set a usage cap specifically for AI operations."
We have no seat meter: you pay for the tickets the AI handles.
Pro is $199 a month with 1,000 tickets included, then $0.12 each. Scale is $499 with 2,000 included, then $0.10. Enterprise starts at $999.
Our rate runs from $0.10 a ticket on Scale (Pro is $0.12), billed per ticket the AI handles, never per resolution.
Customerly's seat price buys the whole platform: chat, help center, inbox, surveys. Our price is the AI line on top of a helpdesk you are already paying for either way.
The overall cost
Two scenarios cover most buyers: a three-person team starting from nothing, and a team running a thousand AI conversations a month. The maths below reads each plan's included AI-conversation allowance as per workspace; if Customerly counts it per seat instead, the Growth figure lands closer to $630.
Monthly scenario | Customerly | My AskAI |
3 seats, AI volume within the included allowance | $57 (Core, 3 × $19), whole platform included | $199 (Pro) |
3 seats, 1,000 AI conversations a month | $648 on Growth (3 × $69 = $207 seats, plus 980 × $0.45 = $441 metered) | $199 (Pro, 1,000 tickets included) |
At the low end, Customerly wins outright. $57 buys the entire stack, AI included, which is less than a third of our Pro plan. For a brand-new three-person team, that is the better deal.
At volume the meter takes over. A thousand Aura conversations on Growth lands around $648 a month.
The bill climbs with every extra conversation, and there is no cap to set. The same thousand tickets are included in our Pro plan at $199 a month.
Both sides let you prove it before paying. Customerly's trial is 14 days on every plan.
Our trial is 30 days with all features unlocked and unlimited tickets, no card required. We break Customerly's full plan matrix down, tier by tier, in our Customerly complete guide.
Conclusion - should I choose Customerly or My AskAI?
TL;DR: My AskAI wins six of the eleven scored categories, Customerly wins three, and two finish level. For a team with no helpdesk yet, especially an EU team that wants EU-only data residency, Customerly's all-in-one bundle is the right pick. For anyone already running Zendesk, Intercom, Freshdesk, Gorgias or HubSpot, My AskAI adds a better-trained, per-ticket AI agent without a migration.
If you are starting support from scratch, Customerly is a strong way to get everything at once. For an EU team, the EU-only data residency is a genuine draw.
For a team already running a helpdesk it likes, My AskAI adds the AI without the migration, at a rate you can forecast.
Time for the scores on the doors:
My AskAI | Customerly | ||
Modes | 9/10 | 7/10 | My AskAI win (Internal Notes mode; copilot included vs paid add-on) |
Ease of setup | 8/10 | 8/10 | Tie (nothing to connect vs 10 minutes, no migration) |
Training/Integrations | 9/10 | 5/10 | My AskAI win (historic tickets plus connectors) |
Answer quality | 8/10 | 8/10 | Tie (71% published vs 72% rolling average, both self-reported) |
Improving | 9/10 | 5/10 | My AskAI win (Self-Learning vs manual authoring) |
Features | 7/10 | 8/10 | Customerly win (whole-platform surface) |
Price | 7/10 | 8/10 | Customerly win (cheapest way to start; per-ticket wins at volume) |
Customization | 8/10 | 7/10 | My AskAI win (natural-language Guidance) |
Lock-in | 9/10 | 3/10 | My AskAI win (the trained agent moves with you) |
Other AI features | 7/10 | 8/10 | Customerly win (Missions, Companion suite, Instant Translate) |
Security | 9/10 | 6/10 | My AskAI win (SOC 2 Type II; Customerly wins EU-only residency) |
My AskAI takes six of the eleven categories, Customerly takes three, and two are tied. Customerly's wins cluster on breadth and the cheap start.
It's a whole platform at a low entry price. That buys more features and more platform-side AI extras. For a team with no volume yet, it is the better deal.
Our wins sit on the agent itself: what it trains on, how it improves, what happens when you change platforms, and what it costs once your AI volume is real. That stage is also where Customerly's per-conversation meter turns against it.
A team choosing its first stack feels the breadth and the starting price most. A team already at volume lives with the training, the improvement loop, the meter and the exit cost.
Choose Customerly if:
- You have no helpdesk yet and want live chat, a help center, email and surveys in one tool at one price
- You are an EU buyer who wants EU-only data residency from an EU company
- Your ticket volume is low enough that the included AI conversation allowance covers most months
- You want in-platform multi-step actions like refunds and churn recovery through AI Missions, with no integration work
Don't choose Customerly if:
- You already run Zendesk, Intercom, Freshdesk, Gorgias or HubSpot, because adopting Aura means migrating everything into Customerly
- You want the AI trained on your historic tickets rather than on authored content alone
- Your procurement review asks for a SOC 2 or ISO 27001 report, which Customerly's own security page says it does not hold
- Your AI volume is real, and an uncapped $0.45 per-conversation meter is a bill you cannot forecast
For any team whose support stack already works, we're the pick: we install into the helpdesk you already run and charge from $0.10 a ticket. The trained agent moves with you if you ever switch desks.
If the all-in-one question is the one you are still weighing, our comparison of My AskAI and Crisp walks the same decision with another bundled suite. Our Customerly complete guide covers the whole platform in depth.
FAQs
Can I add Customerly's AI (Aura) to my existing Zendesk, Intercom or Freshdesk helpdesk?
No. Aura only works inside Customerly's own platform. Customerly's migration guides describe moving in from Intercom, Zendesk, HubSpot, Drift or Crisp.
To use Aura you adopt Customerly as your support stack. My AskAI installs into your existing Zendesk, Intercom, Freshdesk, Gorgias or HubSpot.
Can My AskAI fully replace Customerly?
My AskAI replaces the AI agent layer, and it would sit inside whichever helpdesk you run.
The live chat platform, inbox and help center still come from your helpdesk. A team that wants Customerly's whole surface still needs a helpdesk underneath the AI.
What can each AI agent be trained on?
Aura trains on help center articles, canned responses, chatflow intents and uploaded Documents. Their help center states it is not designed to learn from past conversations and describes website crawling as not recommended.
My AskAI trains on your help center, website, files, Custom Answers, and connectors (Google Drive, Notion, OneDrive, Dropbox, SharePoint, Confluence, Salesforce knowledge, Shopify). It also uses your last 5,000 historic tickets by default.
How long does setup take and do we need developers?
Neither needs developers for a standard setup. Customerly is instant for a brand-new team because everything is native. A team with an existing helpdesk, though, is looking at a full migration first.
My AskAI installs from your helpdesk's marketplace in about 10 to 15 minutes. Switching from a native AI like Fin or Zendesk AI usually takes under a day.
How do My AskAI and Customerly pricing models differ, and what might we actually pay?
Customerly charges per seat, plus $0.45 for every conversation Aura takes part in beyond your plan's included 10 to 50. My AskAI charges from $0.10 a ticket the AI handles, with no per-seat meter.
My AskAI | Customerly | |
Pricing model | Per-ticket rate on a monthly plan | Per-seat plans plus $0.45 per AI conversation |
Headline rate | from $0.10 a ticket | $19 to $99 per seat/mo, 10 to 50 AI conversations included |
1,000 AI conversations a month | $199 (Pro, 1,000 tickets included) | $648 (Growth, 3 seats: $207 + $441 metered) |
Free trial | 30 days, all features, unlimited tickets, no card | 14 days on every plan |
Can they handle multilingual support and agent translations?
Customerly offers Instant Translate in live chat and a multi-language help center, both gated to the Ultimate tier. My AskAI supports 95 languages auto-detected per message. It also has a Live Translation add-on on Intercom, $0.05 per ticket, that translates the conversation for your agent in both directions.
How do they compare on security and compliance?
My AskAI holds SOC 2 Type II certification and is GDPR compliant, with encryption at rest and in transit. Customerly is GDPR-built with all customer data stored in EU AWS data centers.
Its security page states it does not currently hold a SOC 2 or ISO 27001 certification of its own. A SOC 2 requirement points to My AskAI; an EU data-residency requirement points to Customerly.
