Re:amaze Review
Help desk, shared inbox and live chat platform for ecommerce and online businesses.
- From:
- $29/agent/mo
- HQ:
- San Jose, US
Re:amaze is a per-seat shared inbox and live chat tool from San Jose, pitched at ecommerce and online businesses, with Shopify, BigCommerce and WooCommerce order data in the conversation view. Its strengths are on the chat side: proactive messages, an order-status bot, live visitor view and push campaigns come in the same product as the inbox. The catch is that the features a growing store ends up needing, such as SMS, voice, more than one brand and CSAT, sit one or two tiers above the $29 entry price.
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What it does
- One inbox for email, live chat, social media, SMS, VoIP, video calls and push notification conversations (homepage)
- Named social channels: Facebook, Messenger, Instagram and Twitter, plus SMS, MMS and voice (ecommerce page)
- Order data from Shopify, BigCommerce, WooCommerce and Magento shown in the conversation, and Re:amaze says agents can "access and modify" orders there; which edits are allowed is not listed on that page (ecommerce page)
- Order Bot looks up a customer's latest order status without an agent, on Shopify, BigCommerce and WooCommerce; Hello Bot, FAQ Bot and a no-code custom bot builder sit alongside it (chatbots)
- Cues (rule-triggered proactive chat messages), workflows, response templates, tags and contact forms are all on Basic (pricing)
- Team presence shows who is viewing or replying to a conversation; office hours and staff shifts route around absences (homepage)
- FAQ / help center can run on its own domain, inline on your site or inside chat; it also feeds the AI Agent (homepage)
- Phone integrations with Aircall, JustCall and RingCentral; iOS and Android apps; embed, mobile and custom data module SDKs and a JSON API (homepage)
- Missing: WhatsApp is not named as a channel on any Re:amaze page we read, so ask before you assume it
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Starter | $59 | – | Billed monthly only (shown only when the page is switched to Monthly). |
| Basic | $29 | $26.10 | 1 brand. |
| Pro | $49 | $44.10 | Unlimited brands. |
| Plus | $69 | $62.10 | Unlimited brands. |
Prices in US dollars. Source: reamaze.com/pricing, checked ; reamaze.com/pricing, checked .
- Per team member, per month: Basic $29, Pro $49, Plus $69 billed monthly, or $26.10, $44.10 and $62.10 billed annually (10% off, paid upfront for the year). Starter is $59 flat with unlimited users, capped at 500 responded conversations a month, billed monthly only. Full breakdown on the pricing page
- Anyone who can log in to view conversations counts as a paid seat. SMS and voice and a second brand start at Pro; CSAT, staff roles and performance reporting are Plus only
- AI Agent resolutions: 5 per user a month included on Basic, 10 on Pro, 20 on Plus, then $0.85 each. SMS and voice usage rates are not published, so ask for them in writing
AI pricing
- The AI Agent is included on every per-seat plan with a monthly resolution allowance per seat: 5 on Basic, 10 on Pro, 20 on Plus (pricing)
- Past the allowance, $0.85 per resolution on all three plans
- A five-agent store on Basic gets 25 included resolutions a month. A 10-agent team on Plus gets 200
- A resolution is one conversation thread the AI handles without escalating to a human, counted once however many messages it takes. Escalated conversations are not billed (help article)
- Read the definition closely: the article does not say how a chat the customer abandons is counted, or mention any check on whether the customer's question was actually answered. Ask before you rely on the resolution count
- Overage can be switched off in Settings > AI Settings. When it is, Classic Chatbots keep running as a free fallback, which in effect gives you a hard spending cap
- The same article mentions "Volume plans" that have no per-seat allowance and bill every resolution at $0.85. No such plan appears on the pricing page, and the pricing page gives no AI allowance for Starter
- The site still labels the AI Agent "Beta" (homepage) even though it is metered and billed
- Assistive AI covers suggested replies, translation, conversation summaries and Q&A, and drafting templates and FAQ articles. It runs on OpenAI's GPT models (AI page)
- What it can't do, as far as we could verify: none of the pages we read says the AI Agent can cancel, refund or edit an order. It answers from help center content, response templates and connected store data
Before you commit
- The trial is Plus. If you then buy Basic, you lose SMS and voice, a second brand, CSAT and custom roles. Turn those off during the trial if you expect to buy Basic
- Ask for SMS and voice usage rates in writing. Pro includes the channels, but no per-message or per-minute rate appears on the pages we read
- Ask what Starter does at 501 responded conversations (hard stop, overage or forced upgrade) and how many AI resolutions it includes
- The homepage says "Start for free" and "It's Free", but the pricing page shows no free plan, only the 14-day trial
- We found no security certification, SSO method, data residency or uptime figure on the pages we read. Ask before procurement does
- Order editing is described only as "access and modify". If your team cancels or edits orders all day, test those exact actions during the trial
Who should buy it, and who should skip it
Who should buy
- Shopify, BigCommerce or WooCommerce stores where most volume comes in through chat and is about order status
- Small teams of three or more agents handling fewer than 500 conversations a month, where Starter's flat $59 beats per-seat pricing
- Operators running several storefronts who can justify Pro on every seat for unlimited brands
- Teams that want proactive chat, visitor monitoring and push campaigns in the same tool as the inbox
Who should skip it
- Teams that want the AI to cancel, refund or edit orders on its own
- Budget teams that need SMS or CSAT, since those mean Pro or Plus on every seat
- Buyers who need SSO, a compliance attestation or an uptime commitment in hand before signing
- WhatsApp-first stores, until Re:amaze confirms the channel
How we checked this
Prices, tier contents and AI allowances were read on 2026-10-07 from a text capture of Re:amaze's own pricing page. That capture shows both the monthly and annual figures, but not which toggle the page opens on. The checkmarks in the plan comparison table did not come through, so tier placement here follows the feature lists on each plan card. AI billing rules come from Re:amaze's help article on resolutions; it was checked on 2026-10-07, but the copy we were served had been cached on 2026-09-27. The homepage, AI page, chatbots page and ecommerce page were checked on 2026-10-07; the ecommerce copy was served from a cache dated 2026-10-06. We could not read Re:amaze's AI Agent setup documentation, any SMS or voice rate page, or any security page, so those gaps are stated rather than filled in. Two conflicts between Re:amaze's own pages are recorded above: "free" on the homepage against a trial-only pricing page, and "Volume plans" in the help center that the pricing page does not list. No review-site text was used.
What’s new in Re:amaze
The latest from Re:amaze’s own changelog, linked to each post.