Helply Review

What it does

• Shared inbox, ticketing, live chat, knowledge base, reporting, customer and account records, and workflow automation in one product
• Channels listed: email, chat widget, SMS, WhatsApp, phone, Slack, Microsoft Teams, Discord and Telegram
• Three kinds of AI: a Support agent that answers customers, an Assist agent that works inside each ticket with the human agent, and Background agents that watch the queue without being asked
• Background agents for churn risk, knowledge gaps, upgrade signals, feature requests and themes, plus custom agents you build yourself
• Helply says its AI can take actions such as refunds through connected tools, within permissions you set, and that every action is logged
• Integrations listed include Shopify, Stripe, HubSpot, Salesforce, Jira, Linear, Notion, Confluence, Snowflake, BigQuery and MCP
• Missing: Instagram and Facebook Messenger are not on either channel list we read, which matters if social DMs are a big part of your support

Pricing at a glance

• No per-user fees on any plan. You buy a monthly block of AI credits and nothing else
• Entry price: $49 a month, shown with the credit selector on its first option (500 credits). Billing basis not confirmed: the page has a monthly/annual toggle, and the text we read does not show which one was selected
• 7,000 credits: $399 a month, from Helply's own estimator. Same caveat: billing basis not confirmed
• Blocks run 500, 1,200, 2,000, 4,000, 7,000, 11,000, 15,000, 22,000 and 32,000 credits. The page draws the other seven prices in JavaScript, so we have not published them
• Annual billing: 15% off, with credits pooled across the year instead of reset monthly. We could not read an annual price
• Above 32,000 credits a month: Enterprise, contact sales
• Assuming both figures are on the same billing basis, a credit costs about 9.8 cents at the entry block and about 5.7 cents at 7,000 credits, so the volume discount is steep
• What the entry block buys: Helply estimates about 4 credits per B2C conversation, so 500 credits covers roughly 125 conversations the AI touches in a month
• Blocks come in fixed steps. Helply's own estimator example uses 5,456 credits and recommends the 7,000 block
• Move up mid-cycle and pay the difference pro rata. You can only move down at renewal
• 14-day free trial with 1,000 credits, no card

AI pricing

• Credits are charged by how much work the AI does, not by outcome: 1 credit for work using only the thread (draft, summarize, rewrite, translate), 4 for one skill touching one or two systems, 12 for several skills chained across systems ending in a judgment call
• Helply's example of a 12-credit job is "Do they qualify for a refund, and prepare it". The actions a store most wants automated cost 12 times as much as a drafted reply
• Not billed: retries, failed actions, drafts your team rejects before they reach a customer, spam and no-touch tickets, knowledge base indexing, and all setup work
• Running out: the next block buys itself at your current rate, up to a monthly spending cap, with notices at 80%, 95% and the cap
• The cap defaults to your block price. Unless you raise it, the AI pauses when the block is spent, and the help desk itself keeps running
• In practice that default is safe for the budget and risky at peak. If the customer-facing AI pauses on a sale weekend, its whole queue lands on your people. Raise the cap before the peak, not during it
• Unused credits carry into the next month and expire at the end of it. Annual plans pool credits across the year
• You can set credit allowances per team or per mailbox, so one queue cannot use up the whole block
• The credit table is versioned and dated. If the weights change, existing customers keep their current table until renewal
• What it can't do: the pages we read list no limits on AI actions. Get the exact list of Shopify order actions in writing before the trial ends

Before you commit

• Shopify is in the integration list, but nothing we read says what an agent or the AI can do to an order: cancel, edit, change address or refund. The refund examples on the homepage are SaaS billing cases
• Phone and SMS are listed channels, but the pricing page says credits are the only charge and says nothing about call or message costs. Ask
• We could not check security, compliance, SSO, data residency or uptime. The security and status pages were not among the pages we read
• The 14 years of support software Helply cites are Groove's. The pages we read do not say when Helply itself launched
• Helply says it migrates from Zendesk, Intercom, Help Scout, Freshdesk and Groove, but you plan the migration on a demo call. Find out what comes across (macros, automations, custom fields) before you plan the switch
• Your first bills depend on how much of the queue the AI handles and which kinds of action it runs. Use the 1,000 trial credits on real tickets and read the usage before you choose a block

Who should buy it, and who should skip it

How we checked this

Everything here comes from two Helply pages, both read on 2026-10-07: the homepage and the pricing page. The pricing page draws its credit-block selector in JavaScript, so only two prices were readable: $49 a month at the entry block and $399 a month for 7,000 credits. Neither shows whether the monthly or annual toggle was selected, and we will not publish the other block prices or any annual figure until we have screenshots of both toggle states. We could not read Helply's security, status, integration or channel pages, so compliance, uptime, data residency, SSO, the Shopify integration's order actions and phone/SMS costs are unverified. Helply's pricing FAQ contradicts itself once: it says 32,000 credits is about 9,000 B2C conversations, but its own rule of 4 credits per B2C conversation gives 8,000. We have recorded the conflict rather than pick one. No review-site text was used.