Compare features
$0 / month Go Free | Free $0 / month For individuals | Lite $245 / month For teams | Pro $875 / month For startups | Total $1,599 / month For small business | Enterprise Custom Price For enterprise and government |
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Interactions Text messages, voice messages, and emails sent to or from customers. | 1,000 | 5,000 | 25,000 | 50,000 | 100,000 |
Additional interactions | 2,500 for $100 | 25,000 for $1,000 | |||
Chatbots | |||||
Customised AI chatbot Dedicated chatbot for customer communications, deployable across various channels. | 1 chatbot | 2 chatbots | 4 chatbots | 8 chatbots | Unlimited |
Data sources Instantly train chatbots with new information from URLs or documents to keep responses current. | URLs, PDFs | URLs, PDFs | Unlimited | Unlimited | Unlimited |
Data auto-syncing The frequency that chatbots can retrain on provided URLs. | Monthly | Monthly | Weekly | Daily | Every 12 Hours |
Custom behaviour and tone Tailor chatbot interactions to reflect your brand voice and customer service guidelines, enhancing consistency. | |||||
Multi-channel deployment Deploy your chatbot on a range of channels and platforms. | |||||
Multi-lingual capabilities Set up your chatbot in multiple languages as required by location and customer preferences. | English default + 1 language | English default + 4 languages | English default + 12 languages | English default + 25 languages | Unlimited |
Multi-language support Deploy your chatbot in multiple languages to suit customer preferences. | |||||
Inbox | |||||
Consolidated tickets and chats Centralise communication streams in one place for simpler management of customer interactions for agents. | |||||
Integrated customer panel Access customer information and contextual data like chat history, notes, and tags without leaving the Inbox. | |||||
Agent collaboration Facilitate collaboration among agents with shared views and notes for a unified resolution approach. | |||||
Search Use the search function to quickly refer to previous discussions in the conversation thread. | |||||
Chat-to-ticket conversion Seamlessly convert live chats into tickets to continue support or issue resolution, ensuring continuity in interactions. | |||||
Attachments & emojis Enhance chats with emojis and attachment capabilities to enrich the customer support experience. | |||||
Conversation notes Agents can add internal notes within the conversation panel or chat for better organisation and task prioritisation. | |||||
Agent/Team transfer Transfer chats and tickets to another agent or team. | |||||
Views Customise your inbox to focus on the most relevant messages. | Default views only | 1 custom view | 3 custom views | 5 custom views | Unlimited |
Multi-conversation layout Enable agents to view and manage multiple conversations simultaneously on one screen for improved productivity. | View 3 chats simultaneously | View 4 chats simultaneously | Unlimited | ||
Change tone Empower agents to align with the desired customer service tone by making communication more friendly, casual, or formal in real-time. | |||||
Fix writing Ensure professional and accurate communication by correcting grammar and spelling, and previewing changes in real-time as agents draft messages. | |||||
Modify writing Adjust message length and complexity in real-time as agents draft messages. | |||||
Livechat | |||||
Automated chat assignment Assign chats to the appropriate agents or teams based on predefined criteria for quicker resolution. | Balanced | Balanced, Random | Balanced, Random, Voluntary | All | All |
Filtering and search Efficiently locate and manage chats using search options and filters. | |||||
Livechat statuses Define and customise livechat statuses to accurately reflect the lifecycle of customer issues. | |||||
Canned replies Use pre-written responses for common queries to expedite communication and ensure consistency. | 1 template | 10 templates | 30 templates | 50 templates | Unlimited |
Livechat tagging Use tags and tag groups to categorise and organise chats for better management and reporting. | 2 tags | 4 tags | 8 tags | Unlimited | Unlimited |
Tickets | |||||
Automated ticket creation Tickets can be created automatically using a dedicated chatbot action. | |||||
Filtering and search Efficiently locate and manage tickets using search options and filters. | |||||
Ticket statuses Define and customise ticket statuses to accurately reflect the lifecycle of customer issues. | |||||
Template responses Utilise and customise HTML template responses for consistent and efficient communication. | 1 template | 5 templates | 20 templates | 50 templates | Unlimited |
Ticket tagging Use tags and tag groups to categorise and organise tickets for effective management and reporting. | 2 tags | 4 tags | 8 tags | Unlimited | Unlimited |
Linked chats Easily associate a ticket’s source with the corresponding conversation if it escalated from a chat. | |||||
Export tickets Export data directly from the Proto interface for external reporting and analysis. | |||||
Custom email domains Manage and respond to ticket updates directly in Proto, thanks to integration with your email system. | 1 custom domain | 2 custom domains | 3 custom domains | Unlimited | |
Customers | |||||
Detailed customer view View all customer information captured by chatbots, your CRM, and agents at a glance. | |||||
Customer data Understand customer distribution with auto-captured IP-based location data for region-specific strategies. | |||||
Filtering and search Efficiently locate and manage customers using search options and filters. | |||||
Internal notes Add internal notes about customers or past interactions for easy reference. | |||||
Customer profile iFrame Embed an iFrame to display customer profile pages from your CRM, back office, or other solutions for quick access. | |||||
Customer tagging Use custom tags to categorise and target customers based on interests, behaviour, or demographics for focused support and marketing. | 2 tags | 4 tags | 8 tags | Unlimited | Unlimited |
Banning rules Establish custom rules for user banning, including reasons, duration, and recurrence. | 2 ban rules | 4 ban rules | 10 ban rules | Unlimited | |
Historical interaction logs Review past interactions and the support history to better understand customer needs and preferences. | Limited to 3 months | Limited to 6 months | Limited to 9 months | Limited to 12 months | Unlimited |
Channels | |||||
Webchat Deploy your chatbot on your website. | |||||
Facebook Messenger Deploy your chatbot on Messenger. | |||||
WhatsApp Deploy your chatbot on Whatsapp. | |||||
SMS Deploy your chatbot over SMS. | |||||
Telegram Deploy your chatbot on Telegram. | |||||
Twilio Deploy your chatbot on Twilio. | |||||
MS Teams Deploy your chatbot on Microsoft Teams. | |||||
LINE Deploy your chatbot on LINE. | |||||
Africa's Talking Deploy your chatbot on Africa's Talking. | |||||
Viber Deploy your chatbot on Viber. | |||||
Integrations | |||||
Webhook Enhance chatbots and livechats with unique user actions to trigger key communications. | |||||
Intercom Integrate Proto with Intercom for continuity in customer experience operations, empowering your CX team. | |||||
Zendesk Integrate Proto with Zendesk for continuity in customer experience operations, empowering your CX team. | |||||
Bitrix24 Deploy your chatbot on Bitrix 24. | |||||
Winnow Proto’s preferred social media analysis partner for correlating consumer complaints and sentiment. | |||||
Living Map Proto’s preferred wayfinding partner for merging online and indoor customer experiences. | |||||
OpenAI Vision Proto’s preferred image recognition solution for troubleshooting customer issues. | |||||
Platform Management | |||||
Dashboard Get a real-time snapshot of all key data in one place. | |||||
Platform chatbot Benefit from an assistant chatbot within the Proto AICX Platform, ready to answer any questions. | |||||
Light and dark mode Offer UI customisation for better visual comfort, catering to agent preferences and reducing screen fatigue. | |||||
Number of users Users are the individuals with access to your Proto organization account. | 3 users | 10 users | 20 users | 30 users | Unlimited |
User management Monitor platform user activity, manage roles, and enforce security with two-factor authentication (2FA). | |||||
Number of teams Teams are customizable groups of live agents for specific languages or other domains. | 1 team | 2 teams | 4 teams | 8 teams | Unlimited |
Team management Designate teams with agents, set permissions, and manage assignment logic. | |||||
Sub-company management Oversee various sub-companies within your platform with compartmentalised settings. | 1 sub-company | 1 sub-company | 2 sub-companies | 4 sub-companies | Unlimited |
Data Privacy | |||||
SSO login Eliminate insecure personal password usage and implement single sign-on with Google and Microsoft. | |||||
Customised roles and permissions Customise user roles with detailed permissions to enhance security and operational efficiency. | 2 roles | 3 roles | 6 roles | 10 roles | Unlimited |
API account access Access your Proto account's resources, functionalities, and data via API for seamless integration. | |||||
IP allowlist Enable an allowlist of valid IP addresses to secure account access. | |||||
On-premise or hybrid hosting Meet compliance and local data management needs with on-premise hosting for complete control over data storage and processing. | |||||
Analytics | |||||
Real-time analytics Access live data visualisations to monitor customer support operations and make agile decisions. | |||||
Month-on-month graphs Compare the number of customers, livechats, and tickets month-on-month for current and previous months. | |||||
Livechats turned to tickets Total number of livechats converted into tickets in the current month to date. | |||||
Interactions Total number of interactions exchanged in the current month to date. | |||||
Total Chats Total number of chat sessions in the current month to date. | |||||
Customers Number of customers who interacted with chatbots and agents in the current month to date. | |||||
Users and Teams Additional analytics for individual users or the entire team in the current month to date. | |||||
Agent response time Average overall response time by agents. | |||||
Livechat response time Average time taken by agents to resolve chats in the current month to date. | |||||
Ticket response time Average response time by agents to customer messages within tickets in the current month to date. | |||||
Livechat resolution time Average time taken by agents to resolve chats in the current month to date. | |||||
Ticket resolution time Average time taken to fully resolve tickets in the current month to date. | |||||
Custom Analytics Custom analytics reporting for insights on metrics relevant to your unique use case. | |||||
Contact Centre | Pro, Total, and Enterprise add-on | ||||
Flexible contracts Hire live agents via Proto to support customer volumes on a monthly basis, without long-term contracts or vendor lock-in. | |||||
Prompt expertise Agents with generative AI prompt engineering training can improve your chatbot performance based on their first-hand customer interactions. | |||||
Multi-language support Get additional support from experienced multilingual agents to enhance geographical coverage and enrich customer experience beyond chatbots. | |||||
Dedicated manager A dedicated manager oversees all agent onboarding to meet your customer requirements and business practices. | |||||
Enterprise Max | Enterprise add-on | ||||
Platform white labelling Convert the Proto AICX Platform logo and colours to match your brand for consistency with clients and agents. | |||||
Live translation Agent-facing translation feature for real-time, cross-language communication in your inbox. | |||||
Auto-apply livechat tags AI automatically applies tags to livechats based on chat history. | |||||
Auto-apply ticket tags AI automatically applies tags to tickets based on ticket context. | |||||
Hourly data auto-syncing The frequency that chatbots can retrain on provided URLs. | |||||
Unlimited support Access unlimited support for all modules and features, along with personalised service as required. | |||||
Dedicated prompt engineer Get a dedicated prompt engineer to help set up and optimise your chatbot for a personalised, intuitive user experience. |
PhilCare
In just the first few months of using Proto's platform, PhilCare immediately felt an improvement in delivering our services.
Alex Aquino
CTO, PhilCare
2.6M
+101% YoY ▲
interactions between customers and multilingual chatbot
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