Drag Review
Gmail-based shared inbox that organizes team email into boards with assignments.
- From:
- $16/agent/mo
Drag turns a Gmail inbox into a shared help desk. Conversations stay in Gmail and appear as cards on boards your team works together, and Drag's own AI, Varley, now sits in the same inbox: it tags and drafts on the middle plan and resolves conversations by itself on the top one, with every AI action priced on a public list. It suits small support teams already living in Google Workspace, and it is the wrong tool if your tickets are mostly about Shopify orders or arrive by phone.
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Points against
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What it does
- Shared inbox built on Gmail: the vendor sells it as "the shared inbox for Gmail teams" and says your emails stay in Gmail (home, pricing)
- Conversations work as cards on boards in Kanban, list and preview views, with assignments, @mentions, internal notes, shared drafts and templates on every plan (pricing)
- Collision detection on every plan, so two agents do not answer the same email (pricing)
- Channels: email, a public help center and live chat on every plan; WhatsApp on Pro only. Live chat is labelled Early Access (pricing)
- Live chat, email and WhatsApp from one customer merge into a single timeline (live chat)
- Automations that tag, route and auto-reply; Starter is capped at 10 rules, Plus and Pro are unlimited (pricing)
- Reports on first and average response time, user performance and tags, over 3, 6 or 12 months depending on plan (pricing)
- Chrome extension, web, desktop, iOS and Android apps on every plan (pricing)
- Pro adds a REST API and an MCP server with 47 tools, so Claude, ChatGPT or another assistant can work the inbox; Drag says that does not use its AI credits (home, AI credits)
- Integrations listed on the pricing page: Gmail, Google Workspace, Google Groups, Google Calendar and Zapier (pricing)
- Missing: no phone, SMS, Instagram or Facebook channel on any page we read, and Shopify is not mentioned on any of them
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Starter | $16 | $12 | $12/user/mo billed yearly or $16 billed monthly. |
| Plus | $22 | $18 | $18/user/mo billed yearly or $22 billed monthly. |
| Pro | $30 | $24 | $24/user/mo billed yearly or $30 billed monthly. |
Prices are an agent a month, in US dollars. Source: dragapp.com/pricing, checked .
- Per user, per month. Starter $16, Plus $22, Pro $30 billed monthly; $12, $18 and $24 billed annually (pricing)
- The plan cards show the annual figure first and the monthly figure second. The homepage's "from $12" and "included from $18" are annual rates with no billing basis next to them (home)
- "Save up to 25%" applies to Starter only. Annual billing saves about 18% on Plus and 20% on Pro
- Unlimited users and no seat minimum on every plan. Seats are still billed per user; we read "unlimited" as no cap, not as free seats
- Plus is the first plan with AI included. Starter gets Varley only by buying credits
- The tier gate that matters for support teams: SLA rules, business hours, round-robin, load balancing, WhatsApp, custom fields, custom roles and the AI Agent are all Pro. A five-agent team that needs SLAs pays $150 a month billed monthly, or $120 a month billed annually
- 7-day free trial with every Pro feature, no card required
AI pricing (published per action)
- One AI credit is $0.01. Drag dates the price list 28 September 2026 (AI credits)
- Included credits: Plus 1,000 per seat per month ($10 worth), Pro 2,000. Credits are pooled across the team, reset on the 1st and do not roll over
- Starter has no included credits. An admin can buy them to use Copilot, but tagging and drafting every email needs Plus or Pro
- Price list: tag an email 0.1 credit ($0.001); AI answer on a help-center search $0.005; draft a reply, summarise a thread or triage a board $0.025; a Copilot question, including the actions it takes, $0.10; an Agent resolution $0.50
- Not billed: Agent hand-offs, failed or cancelled answers, actions you reject, cached help-center answers, adding knowledge. Intelligence answers and compose help are free "for now", in Drag's own words, so expect that to change
- The arithmetic: one Pro seat's 2,000 credits buys 40 Agent resolutions if it is spent on nothing else. A three-seat Pro team taking 3,000 emails a month spends 300 credits tagging them, which leaves about 114 resolutions before the $0.50 meter starts, and fewer if Varley is also drafting replies
- Top-up packs run from $10 (1,000 credits) to $220 (22,000) at a flat $0.01 a credit. There is no volume discount, bought credits never expire, and they are used only after the monthly allowance runs out
- Controls: only admins can buy, auto top-up is off until switched on, a monthly spending cap starts at $10, and admins get alerts at 80% and 100%
- At zero credits, email and tagging keep working. Drafts and Copilot pause until the 1st or a top-up
- The trial gives 1,000 credits per seat, half the Pro allowance, so a trial that leans on the Agent can run dry before you have seen a normal month
- What the Agent does (Pro only): reads the email, checks your knowledge base, acts in connected tools, replies, and logs every step. Below a confidence threshold you set, it hands the conversation to a person (agents)
- What we could not confirm: the tools it acts in are given as examples ("Stripe, HubSpot, Zendesk and Jira"). Shopify is not among them, and no order cancel, edit or address-change action is documented on the pages we read
Before you commit
- Gmail is the foundation. We found no mention of Outlook or Microsoft 365, so confirm before a trial if your support address is not on Google Workspace
- Live chat is listed on every plan but labelled Early Access, and the live chat page's button is "Request Early Access". Do not plan a chat-first launch until you have it switched on (live chat)
- When the chat AI hands over to a person, Drag says the customer sees no "transferring you to an agent" message. Check that against your own disclosure policy for bot conversations
- Single sign-on is listed only as Sign-in with Google (OAuth SSO). There is no SAML on the pricing page
- Security claims conflict. The pricing page headline says "CASA & SOC 2 certified", but its own feature table and the homepage list CASA Tier 2 only, with no SOC 2 line. Ask for the SOC 2 report rather than relying on the banner
- Starter has no CSV data export and only 3 months of reporting. Help-center custom domain and removing the "Powered by Drag" badge are Pro only
- Starter has no file upload, merge cards or default user roles; those start at Plus
Who should buy it, and who should skip it
Who should buy
- Two to ten person DTC support teams already answering from a Google Workspace inbox who want to stay in Gmail
- Subscription or Stripe-billed brands where refunds and duplicate charges are a big share of tickets, the case Drag's own Agent examples are built around
- Buyers who want AI cost in writing, with a spending cap and published per-action rates
- Teams that also run ops, finance or sales inboxes and want one board-based tool for all of them
Who should skip it
- Shopify-centred brands that need agents or AI to cancel, edit or refund orders inside the ticket
- Teams on Outlook or Microsoft 365
- Phone, SMS or Instagram and Facebook DM support
- Anyone whose security review needs SAML or a SOC 2 report on paper before signing
- Teams that need SLAs and round-robin but cannot justify Pro at $30 a seat billed monthly
How we checked this
Prices and plan contents were read from Drag's own pricing page on 2026-10-06. Both billing figures appear in the page text, but we have not confirmed by screenshot which toggle the page opens on. AI rates come from Drag's AI credits page, and Agent and live chat behaviour from the agents and live chat pages, all read on 2026-10-06. Plan inclusions come from the plan cards and the "-" marks in the comparison table, because the table's check marks do not survive as text. We could not read Drag's trust center, security, integrations, WhatsApp, about or changelog pages for this draft, so SOC 2, the full integration list (Shopify included), data residency, uptime, HQ and founding year are unverified. Third-party rating badges shown on Drag's pages were ignored. No review-site text was used.
What’s new in Drag
The latest from Drag’s own changelog, linked to each post.
- 🛡️ Introducing the Drag Trust Center
trust.dragapp.com