Atlas Review
Omnichannel help desk with AI agents, session replays and customer timelines.
- From:
- $49/agent/mo
- HQ:
- Pleasanton, US
Atlas is a per-seat help desk from Atlas Support, Inc. of Pleasanton, California, and the headline on its pricing page, "From Zero to IPO", tells you who it was built for. Next to the shared inbox it ships session recording, bug tracking and integrations with Linear, Jira and Sentry. That is a kit for software startups more than for ecommerce. The AI layer, Autopilot and Copilot, leads the homepage but does not appear on the pricing page at all.
Is it right for your team?
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Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- Unified inbox. Basic covers chat and email; Standard adds SMS, WhatsApp and Slack
- The pricing page's channel list also names Slack Connect, Discord and Shopify. Which plans include Discord and Shopify cannot be read from the page text
- Customer timeline showing tickets, session recordings, help-center articles read and custom events, so the agent sees what the customer did before writing in
- Session recording with developer tools (network data, live sessions, saved sessions). Bugs show in the timeline and in recordings from Standard up
- Help center: unlimited category levels, articles inside the chat widget, custom domain, article feedback, private help centers, per-article visibility
- Ticketing basics: tags and tag groups, merging tickets and customers, side conversations, snooze, scheduled messages, business hours, multiple senders per channel
- Broadcast and direct messages, JavaScript and mobile SDKs, webhooks, and API access from Standard up
- Integrations listed: Slack, Linear, Jira, HubSpot, Close, Sentry, Segment, Salesforce and an internal dashboard
- Missing: there is no voice or phone channel anywhere in the pricing page's channel list. The homepage shows a Dialpad logo and a call graphic, but no page we read describes a native voice channel or what calls cost. Ask how phone works before treating Atlas as phone-ready
- Missing: no published Shopify order actions. Shopify gets one line in the channel list, and none of the pages we read say what an agent can do to an order
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Basic | $49 | $39 | 5k session recordings/mo with 30 days session storage (per comparison table). |
| Standard | $99 | $79 | 50k session recordings/mo with 90 days session storage (per comparison table). |
| Pro | $129 | $119 | 75k session recordings/mo with 180 days session storage (per comparison table). |
| Enterprise | Contact sales | – | Contact Sales for pricing. |
Prices are an agent a month, in US dollars. Source: atlas.so/pricing, checked .
- Per seat, per month: Basic $39, Standard $79, Pro $119 billed annually, or $49, $99 and $129 billed monthly
- Enterprise: Contact sales. Adds custom permissions, audit logs, SSO/SAML and "enterprise-grade security"
- SMS $0.02 per message, MMS $0.04, WhatsApp $0.0075 per message. All metered on top of the seat price
- Session recordings included: 5,000 a month on Basic, 50,000 on Standard and 75,000 on Pro, with 30, 90 and 180 days of storage. Extra sessions cost $0.002 each
- API volume: 350,000 and 500,000 calls a month in the two upper columns
- The gate that costs you: CSAT, SLA rules, routing rules, rule-based chatbots and the customer portal all start at Pro. Five agents on Pro cost $595 a month billed annually ($645 billed monthly) and five on Basic cost $195 ($245 billed monthly). So a five-person team pays $400 a month either way to measure satisfaction and track SLAs
- Zeus and Workforce management appear as add-ons on all three plans, with no price
- Every "Try for free now" and "Sign up for free" button on the pricing page links to a Google Calendar booking page, not a signup form
AI pricing (not published)
- The pricing page does not mention Autopilot, Copilot or Knowledge Management, and shows no AI price, allowance or meter
- "Zeus" is listed as an unpriced add-on on every plan. The page never says what it is, and we could not confirm whether it is the AI product
- "Suggested responses" appears in the ticketing feature list; which plans include it cannot be read from the page text
- Autopilot, according to the homepage: answers users instantly and runs multi-step actions across any channel, with guardrails and approvals for policy control
- Copilot, according to the homepage: on-brand drafts with sources, an automatic context brief, and suggested next actions "like refunds, credits, or scheduling"
- Knowledge Management, according to the homepage: generates and refreshes articles from tickets, chats and SOPs, and flags conflicting versions of the same fact
- What it can't do: unknown. Atlas does not publish which actions Autopilot can complete without an agent, which systems it can write to, or how it is billed. The homepage calls the AI "bespoke", and in practice that means a sales call before you see a number
Before you commit
- There is no visible self-serve trial: the free-trial buttons book a calendar slot
- You will not know the AI cost until you talk to sales, despite the pricing page's "no bait and switch" headline
- The page contradicts itself on SSO/SAML. It is listed in the Pro card and listed again as an Enterprise addition, so ask which plan really includes it
- Audit logs and custom permissions are Enterprise only, which means contact sales
- Vendor support: the pricing page lists "Standard support 1-3 business days" and "Priority support 24 hours" without stating which plan gets which, so ask. Waiting up to three business days for help with your own help desk is a long wait
- Atlas shows SOC 2, GDPR and HIPAA badges on its homepage (and a SOC 2 badge in the pricing and about page footers) but publishes no report, scope or date behind them, and names no data-residency option or uptime figure. Ask for the SOC 2 report before signing
Who should buy it, and who should skip it
Who should buy
- App, subscription or software-led brands whose "it's broken" tickets need a session replay to diagnose
- Small teams that already live in Slack and want customer conversations there, Slack Connect included
- Teams whose engineers work in Linear, Jira or Sentry and want bugs on the customer timeline
- Buyers comfortable with per-seat pricing plus channel usage metered per message
Who should skip it
- Phone-first support teams
- Shopify brands where most tickets are about an order and agents need to edit, refund or cancel from the ticket. Atlas publishes nothing on this
- Teams that need CSAT and SLA reporting on a small budget, since both start on the top published plan
- Anyone who wants to price the AI before agreeing to a demo
- Buyers who need the SOC 2 report itself, not just a badge, or data-residency answers from the website rather than from a sales rep
How we checked this
Prices and plan features were read from the text of Atlas's own pricing page (atlas.so/pricing) on 2026-10-06. The homepage and about page were checked the same day. The pricing page's feature matrix marks what each plan includes with icons that do not come through as text. Per-plan availability for anything not named in the plan cards, and the matching of metered figures to plans, therefore follows the column order and needs checking against a screenshot. On 2026-10-12 we re-read the pricing page's plan cards, which list chat and email on Basic and add SMS, WhatsApp and Slack on Standard, and confirmed $39, $79 and $119 as the annual-billing rates and $49, $99 and $129 as the monthly ones. The homepage's outcome counters for accuracy, faster replies and resolution rates read 0% in our capture because they animate in JavaScript, so we have published no Atlas performance claims. We did not reach Atlas's documentation, changelog, security or status pages this time. On 2026-10-12 we saw SOC 2, GDPR and HIPAA badges on the homepage and a SOC 2 badge in the pricing and about page footers, with no report behind them. Founding year, the scope of those certifications, uptime and how deep the Shopify integration goes are all unverified. No review-site text was used.
What’s new in Atlas
The latest from Atlas’s own changelog, linked to each post.