Enchant Review
Omnichannel shared inbox help desk for customer service teams.
- From:
- $20/agent/mo
- Founded:
- 2012
Enchant is a shared-inbox help desk made by Senvee Inc. and sold since 2012. It sells a single plan per user per month, with no tiers. Phone, SMS, WhatsApp, a knowledge base and live chat are all in that one price. Most competitors split those across tiers. The trade-off is that the paid extras sit outside the plan: the useful AI, SSO and removing the Enchant branding all cost more, and some of what Enchant charges for usage is not published.
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What it does
- Shared inbox for email, phone calls, SMS/text, WhatsApp, Facebook Messenger and Instagram, all included in the base price
- No limit stated on inboxes, knowledge bases or Messenger widgets, so one account can serve several brands, departments or languages
- Messenger widget combines live chat, knowledge base search and a contact form
- Call center built into the inbox: automatic call recording, voicemail, call queues per inbox, call notes, warm transfers, call monitoring and whispering
- Workflow automation, satisfaction ratings, reporting, newsletters and integrations are listed in the base plan
- Campaigns (targeted Messenger announcements with activation triggers and expiry windows) is in beta and free while it stays in beta
- Store integrations: Enchant's homepage lists Shopify, BigCommerce, WooCommerce, Magento and PrestaShop. We have not verified what order data or actions each one brings into the ticket
Pricing at a glance
| Plan | Billed monthly | What you get |
|---|---|---|
| All features in One Plan | $20 | 30-day trial, no credit card required. |
Prices are an agent a month, in US dollars. Source: enchant.com/pricing, checked .
- One plan: $20 per user per month, billed monthly. No annual rate is published
- No contract. You can add or remove users at any time
- Payment by Visa, MasterCard or American Express only. The page lists no invoice or purchase-order option
- Advanced Security add-on: $5 per user per month (SAML or Google Workspace SSO, IP restrictions, Inbox Admin and Restricted User roles)
- Remove Branding add-on: $50 per month, removes the "powered by" link from the knowledge base, Messenger and satisfaction ratings
- Enchant AI Standard add-on: $30 per 500 customers helped (see below)
- What a 10-agent team pays: $200 a month base, $250 with SSO, $300 with SSO and branding removed, before any AI or phone usage
- 30-day free trial, no credit card required. The account closes automatically if you don't activate it
- Data imports from email accounts and other help desks are managed by Enchant at no charge
AI pricing
- The base plan includes "Enchant AI Starter". The pricing page does not say what Starter actually does
- AI Writer, AI Translate, AI Summarize, AI Drafts and AI Suggestions all sit in the AI Standard add-on, priced at $30 per 500 customers helped
- The page does not define "customer helped". It also doesn't say whether the $30 renews monthly or what happens after 500
- The homepage presents AI drafts built from your knowledge base and past conversations as a product feature. The pricing page puts AI Drafts behind the paid add-on. Expect to pay for drafts
- AI Agent (autonomous resolution with handoff to a human) is available at no cost to Enchant AI customers while in beta, and has no published post-beta price. Ask whether the included Starter tier counts
- What it can't do, as far as we could verify: neither page says the AI Agent can take actions in another system, such as cancelling or refunding an order
Before you commit
- Phone minutes, phone numbers, SMS and WhatsApp messaging fees are not on the pricing page. Ask what calls and texts cost before you move a phone line
- Ask Enchant to define "customer helped" in writing before you budget for AI Standard
- The AI Agent and Campaigns are free "while in beta". You will have no price to compare against until they leave beta
- SSO is a paid add-on. At $5 on a $20 seat, it raises your per-user cost by 25%
- The 99.99% uptime figure is Enchant's own homepage claim for the last 12 months. We did not see an SLA, and we did not check the status page
- The pricing page lists credit cards only. Finance teams that need to pay by invoice should confirm this before signing
- Shopify, BigCommerce, WooCommerce, Magento and PrestaShop appear on the homepage. Ask what each integration shows in the ticket and whether agents can act on orders
Who should buy it, and who should skip it
Who should buy
- Small and mid-sized DTC teams that answer phone, SMS and WhatsApp alongside email and want them all in one seat price
- Multi-brand sellers who want a separate inbox, knowledge base and chat widget per store without paying per brand
- Buyers who would rather not compare tiers: every feature is in the one plan, and only the add-ons change the bill
Who should skip it
- Teams that want AI to change or refund orders. This is not documented, and the autonomous agent is still in beta
- Buyers who need annual invoicing, purchase orders or an annual discount
- Teams with many occasional agents. Every user who logs in pays the full $20
- Teams that need agents to edit or refund orders inside the ticket, which we have not seen documented
How we checked this
We read prices and add-ons from the text of Enchant's pricing page (https://www.enchant.com/pricing/), and features and company details from its homepage (https://www.enchant.com). We fetched both pages on 2026-10-06. The $20 plan price matches the verified plan our pricing monitor read from the rendered pricing page on 2026-10-09. We could not check what each store integration brings into the ticket, call-center usage pricing, documentation, status page or trust center this time, and every gap above stems from that. Homepage testimonials were not used. No review-site text was used.