Kustomer Pricing

Kustomer sells two current plans, Enterprise and Ultimate, and the price row on its pricing-details page reads "Talk to Sales" for both. The platform fee is the one figure you can't get without a call. The same page does publish what goes on top of it, including both AI add-ons, HIPAA, voice minutes, WhatsApp fees and storage, so a support lead can price a real share of the bill before the first sales meeting.

What the quote is built from

• The pricing page is a two-minute assessment that asks for industry, company size, number of human support agents and monthly conversations
• Conversation bands run from under 1,000 a month to 250,001 and up, so expect volume to weigh on the quote alongside headcount
• It returns an estimated annual saving, ROI and payback period, then hands you to someone who builds the actual price
• Kustomer calls those results directional estimates and says they are not a binding agreement
• Neither pricing page states a seat minimum, a contract length or whether monthly billing is offered, so ask all three on the first call

How Enterprise and Ultimate differ

Both plans carry email, chat, SMS, voice, WhatsApp, Facebook and Instagram, plus SLA management, the knowledge base, the customer portal, the audit log and custom reports. They split on limits and on a few security features:

• Brands: 25 on Enterprise, 300 on Ultimate
• Languages: 20 against all
• Business rules and custom workflows: 100 each against 200 each
• API rate limit: 1,000 against 2,000 requests a minute
• Facebook pages and Instagram accounts: 25 against 50. WhatsApp Business accounts: 3 against 5
• Custom permission sets: 10 against 20
• SAML single sign-on is a paid add-on on Enterprise and included on Ultimate. SCIM is Ultimate only
• A sandbox is an extra charge on Enterprise; Ultimate includes one
• Skills-based routing and Command Center are listed for Ultimate only
• Standard support on both is Monday to Friday, 8am to 8pm Eastern. Neither current plan lists 24/7 support

What the plan price leaves out

Kustomer publishes these rates even though it keeps the plan price private. Each is the same on Enterprise and Ultimate:

• Concierge, the customer-facing AI agent: $0.75 per engaged conversation
• Envoy, listed as "AI Agents for Reps": $50 per user per month
• HIPAA compliance: $25 per user per month
• AI QA: $0.05 per execution, or 20 executions per credit
• Conversation Intelligence: $0.02 per execution, or 50 executions per credit
• Kustomer Voice: from $0.02 a minute, paid monthly on use with no upfront cost or long-term commitment. Transcription is an extra charge
• Kustomer Text (SMS and MMS): usage fees apply, with the rates in a separate cost document
• WhatsApp: Meta's per-message fee plus a Kustomer fee equal to 20% of it
• Data storage: $50 per GB per month
• Implementation, Premier Success and a higher API rate limit are marked as paid with no price shown, and some configurations need a statement of work and an implementation fee

Get "engaged" defined before you sign

The price list doesn't say what makes a conversation engaged, and that definition sets the AI bill. Ask whether a conversation Concierge opened and a person finished counts, and whether one customer writing on two channels counts once or twice. Handoffs tend to be most common early in a rollout, while the AI's knowledge sources are still thin, so this is the clause to get in writing.

A worked example

Take a 25-agent ecommerce team where Concierge engages 4,000 conversations a month, every agent has Envoy, and AI QA scores those same 4,000 conversations. On the price list's own basis, per user per month and per use:

• Envoy: 25 × $50 = $1,250 a month
• Concierge: 4,000 × $0.75 = $3,000 a month
• AI QA: 4,000 × $0.05 = $200 a month
• Published add-ons: $1,250 + $3,000 + $200 = $4,450 a month, or $53,400 a year

That total comes before the Enterprise or Ultimate platform fee, voice minutes, SMS, WhatsApp and implementation. A team handling health data adds HIPAA at 25 × $25 = $625 a month. Take these numbers into the sales call so the quote lands next to a known add-on line, and ask whether Kustomer Usage Credits, which are prepaid and spendable across eligible products, change any of the rates.

Which plan fits which team

• We would start a single-brand or few-brand DTC store on Enterprise. Its 25 brands, 20 languages and 100 workflows leave room to grow
• Ultimate earns its price at more than 25 brands, when IT requires SCIM, when you want SAML without a separate line item, or when skills-based routing matters to how you staff queues
• Renewing customers may be on a legacy plan. Kustomer still lists seat-based Professional and Business, and usage-based ProfessionalAI, EnterpriseAI and UltimateAI. Legacy Business listed 24/7 support, so moving to a current plan can mean giving up overnight and weekend vendor support
• Teams that need a published price before any call are better served elsewhere in this directory. The Kustomer review sets out who it suits

How we checked this

• Kustomer pricing page, read 2026-10-29: the assessment, the quote process and the add-ons it names
• Kustomer pricing details, last updated by Kustomer on 2026-10-12 and read 2026-10-29: plan limits, add-on prices, usage fees, support hours and legacy plans
• Kustomer Concierge, read 2026-10-29: what Concierge does
• Our records from 2026-10-06 had Concierge at $0.60 per engaged conversation and Envoy at $40 per user per month. Kustomer's page now shows $0.75 and $50, and this page uses the current figures
• Prices change, so treat the checked dates as the ones to trust