Comparison

OpenAgent vs Capacity

Capacity and OpenAgent both use AI to deflect support tickets, but they're aimed at very different buyers. Capacity is an enterprise platform built around a connected knowledge graph — it excels at internal helpdesk automation, HR question-answering, and complex multi-department deployments. OpenAgent is purpose-built for ecommerce customer-facing support: it ships with Shopify order actions, product recommendations, cart recovery, and flat pricing with no per-resolution fee. For an online store, OpenAgent's ecommerce specialization delivers faster setup, lower cost, and better customer-facing outcomes.

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OpenAgent vs Capacity at a glance

Feature	OpenAgent	Capacity
Primary use case	Ecommerce customer support	Enterprise internal helpdesk + KB
Native Shopify order actions	Built in	Custom integration required
Pricing model	Flat plans, no per-resolution fee	Enterprise / custom quote
Product recommendations	Built in	Not in scope
Human handoff + shared inbox	Included	Available
AI deflection	Yes	Yes
Internal knowledge graph	Not primary focus	Core strength
Cart recovery	Built in	Not included
Setup time for a Shopify store	Hours	Weeks to months

Why ecommerce teams choose OpenAgent over Capacity

Customer-facing ecommerce, not internal helpdesk

OpenAgent is built to serve your store's customers — handling WISMO, returns, and refunds — not internal employees asking HR questions. Capacity's core strength is internal knowledge management and employee support.

Shopify-native order actions

Order tracking, return initiation, refund processing, and subscription management work in OpenAgent out of the box. Capacity requires custom integrations and workflow configuration for ecommerce actions.

Flat, transparent pricing

OpenAgent's flat plans need no per-ticket or per-resolution fee. Capacity's enterprise pricing model scales with seats and usage, requiring a custom quote.

Revenue generation in every chat

OpenAgent recommends products and recovers abandoned carts within support conversations. Capacity is focused on resolving questions, not driving revenue.

Pricing compared

OpenAgent

Flat per-business plans as of August 2026 — Free, then Desk at $149/month, Front Desk at $399/month, and Concierge at $1,200/month — with unlimited text conversations on every paid plan and no per-resolution fee; the only meter is voice minutes on the AI-receptionist plans.

Capacity

Enterprise pricing based on seats, usage, and deployment scope; requires a sales conversation and typically costs significantly more than OpenAgent for a similar support volume.

OpenAgent is purpose-priced for ecommerce and dramatically simpler to budget. Capacity may be justified for large enterprises needing a unified internal + external knowledge platform.

Choose OpenAgent when

You run a customer-facing Shopify, WooCommerce, or BigCommerce store
Your top tickets are WISMO, returns, and refunds
You want predictable flat pricing with no enterprise contract
You want the AI to recommend products and recover abandoned carts
You need to go live within days, not months

Choose Capacity when

You need an enterprise-wide internal knowledge management platform
You want to automate employee helpdesk across HR, IT, and legal
You have complex multi-department internal-support workflows

Switching from Capacity

Switching from Capacity to OpenAgent for your customer-facing ecommerce support involves importing your customer-facing knowledge base and policies into OpenAgent, connecting your Shopify store, and adding the chat snippet. Internal helpdesk automation (HR, IT) would stay in Capacity if needed. Most ecommerce migrations complete in under a day.

Frequently Asked Questions

Yes. OpenAgent is built specifically for customer-facing ecommerce support with native Shopify integration, while Capacity's core strength is enterprise internal knowledge management. For online stores, OpenAgent is simpler, faster, and more affordable.

OpenAgent offers flat monthly plans starting free with no per-resolution fee. Capacity uses enterprise pricing that requires a custom quote. For ecommerce teams wanting predictability, OpenAgent is the straightforward choice.

Not natively. Capacity would require custom workflow configuration to handle Shopify order tracking, returns, and refunds. OpenAgent ships these out of the box.

OpenAgent is focused on customer-facing ecommerce support. If you also need enterprise internal helpdesk automation across HR, IT, and legal, Capacity is better suited for that. Many teams use OpenAgent for customers and a separate tool for internal use.

Most stores are live in a few hours. Connect your Shopify store, import help content and policies, add the widget snippet, and order actions work immediately. No enterprise sales cycle required.

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Ready to switch from Capacity?

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.