Customerly Review

What it does

• Live chat and email replies on every plan, per Customerly's help center. Its plan grid names no other channel, and the homepage blocked automated reads on 2026-10-12, so confirm WhatsApp, Messenger and in-app chat for Aura in the demo
• Native iOS and Android SDKs put the chat widget inside your own mobile app
• Help center on every plan. Customerly's help center caps Chatflows, its automation builder, at 1 on Core and 10 on Growth, with unlimited on Ultimate
• Aura trains on your help center, hands off to a human with the conversation context, and takes actions through what Customerly calls AI Missions
• Customerly's help center describes an AI Mission collecting the details of a refund request (order ID, reason and payment method). It does not describe Aura issuing the refund itself
• NPS and CSAT surveys, custom attributes, routing and integrations, gated by plan (see below). The help center lists API access only as "API chatflow", on Ultimate
• Agent apps for iOS and Android
• Customerly's subprocessor list names AWS for hosting and Azure OpenAI for AI, without stating regions. We could not confirm EU-only storage
• Missing: no phone channel, no Instagram DMs and no ecommerce platform integration named on the pages we could read

Pricing at a glance

• Three meters at once: seats, AI conversations and "interactions"
• Core €16, Growth €59, Ultimate €84 per seat per month, billed annually, from Customerly's help center. It says European companies are billed in euros and others in US dollars, and gives no dollar figures
• Annual billing gives two months free. The help center lists no monthly prices and the pricing page could not be read on 2026-10-12, so we have not printed monthly figures
• AI conversations included each month: 10 on Core, 20 on Growth, 50 on Ultimate. The page does not say whether that is per seat or per account
• Extra AI conversations: €0.45 each, however long the conversation
• Interactions included each month: 500 on Core, 1,000 on Growth and 5,000 on Ultimate, reset every month with no carry-over
• An interaction is each conversation your team replies to (counted once, however many messages follow), every email sent (including replies by email, newsletters and workflow emails), every chat message sent by a workflow (one per recipient), every transcript sent, every survey, NPS or CSAT response and every click on a banner call to action. A conversation nobody replies to is not counted
• Extra interactions cost €0.005 each for the first 1,000, falling to €0.00099 each above 50,000 when bought in advance. Paying on demand costs 20% more
• AI Companion add-on (AI productivity tools for agents): €19 per seat per month
• 14-day free trial on all plans, and no free plan
• Where the tiers bite, according to Customerly's help center plan grid: Core has no integrations, surveys, NPS or workflows. Growth adds them, plus white-label and smart assign. CSAT, team analytics, live translate, a multi-language help center, identity verification and API chatflow are on Ultimate only. The help center lists API access only as that "API chatflow" line, so confirm which plan includes the API before relying on it. The pricing page grid we read on 2026-10-06 also put AI Missions on Growth; the help center grid does not mention AI Missions
• For five agents, moving up from Growth to Ultimate for CSAT and reporting takes the bill from €295 to €420 a month, billed annually, before any AI or interaction usage

AI pricing

• You are billed one AI conversation each time Aura "actively participates", whether it answers or carries out a task, however many messages follow
• That meters participation, not resolution. Nothing on the page exempts a conversation Aura starts and then hands to a human
• Credits never expire and can be topped up at any time
• Example: 1,000 Aura conversations in a month cost about €450 at €0.45 each, less your plan's small allowance
• The pricing grid we read on 2026-10-06 put AI Missions, the layer that takes actions, on Growth and Ultimate, which would leave Aura on Core answering questions only. Customerly's help center grid does not mention AI Missions, so confirm the tier in writing
• No spending cap: Customerly's help center says there is no way to set a usage cap on AI (article last updated about two years ago), so ask whether that has changed
• What we could not verify: which billing or commerce systems AI Missions can act in, and what Aura is not allowed to do. The pages we read publish no list of limits

Before you commit

• Team analytics and CSAT are on Ultimate only, so reporting on your agents costs €84 a seat a month, billed annually
• Core has no integrations, per the help center grid. In practice, the Core plan cannot connect to your store, billing system or CRM
• Customerly's own support differs by plan: AI only on Core, AI first with a 48-hour human reply on Growth, under 30 minutes on Ultimate
• Every email sent counts as an interaction. If you send newsletters or campaigns from Customerly, that volume ends up on the support bill
• Customerly's own team is part of the rollout: it connects to "your helpdesk and core systems" and works with you to define how each type of request is handled. Allow time for this before Aura takes any actions
• The docs have a single migration article, covering moves from Intercom, Zendesk, HubSpot, Drift and Crisp. No other help desk is named
• Customerly says it hosts data on AWS but names no region. Confirm EU-only storage, including for the Azure OpenAI processing, in the DPA before relying on it
• We have not checked Customerly's security, uptime or status pages, so SSO, SOC 2 and any uptime commitment are unconfirmed

Who should buy it, and who should skip it

How we checked this

We first read Customerly's pricing page on 2026-10-06, with the monthly toggle set to USD. On 2026-10-12 the pricing page and homepage returned a 403 error to every reader, so the prices printed here come from Customerly's help center articles How pricing works and What is an interaction, read that day, which give annual prices in euros. The monthly USD seat prices, an on-demand AI rate and a standalone Aura price are left out until a screenshot of the rendered pricing page confirms them. The rollout process comes from Customerly's homepage, checked on 2026-10-06. Because the homepage blocked automated reads on 2026-10-12, its claims about Aura's channels and refunds are left out; the channels and AI Missions lines come from the help center instead, including AI Missions in Chatflows and Can I set a usage cap for the AI, read on 2026-10-12. The SDK, migration and docs structure come from the Customerly help center, checked on 2026-10-06, and hosting from its subprocessor list. The plan-by-plan feature gates come from the help center's plan grid in How pricing works, read on 2026-10-12; that article is marked "Last updated 1 year ago". It does not mention AI Missions, webhooks or a custom help-center domain and lists the API only as "API chatflow" on Ultimate, so those still need checking against a screenshot of the pricing page. On 2026-10-06 the pricing page's comparison grid, read as extracted text and matched to plans using its "Support Type" row, put AI Missions on Growth. We could not confirm the Dublin location or EU-only storage. We could not check founding year, security certifications, SSO or uptime this time. No review-site text was used.