Comparison

OpenAgent vs Certainly

Certainly and OpenAgent occupy a similar space — both are ecommerce-focused AI support platforms. Certainly has strong product-recommendation and discovery features and has built its product around both pre-sale and post-sale conversations. OpenAgent focuses more sharply on post-purchase support resolution — order tracking, returns, refunds, and human handoff — with flat pricing designed for stores that want predictable costs at scale. The choice often comes down to whether product discovery or support resolution is the bigger priority.

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OpenAgent vs Certainly at a glance

Feature	OpenAgent	Certainly
Built for ecommerce	Yes — Shopify-first	Yes — ecommerce AI chatbot
Native order actions (track, return, refund)	Built in, AI-executed	Order info surfaced; return actions limited
AI resolution approach	Autonomous support resolution	Product discovery + support
Pricing model	Flat monthly plans	Custom quote; not publicly listed
Human handoff + shared inbox	Included	Via external help desk integration
Product recommendations	Built in	Core strength
Channels (chat, email, social)	All included	Chat, email, social
Time to launch	Hours (self-serve)	Weeks (implementation project)
Analytics (CSAT, deflection, revenue)	Ecommerce KPIs	Chatbot and sales metrics

Why ecommerce teams choose OpenAgent over Certainly

Deeper autonomous support resolution

OpenAgent's AI resolves post-purchase tickets — order status, returns, refunds, policy questions — end-to-end without human agents. Certainly's strength is product discovery and recommendation flows, with support resolution as a secondary focus.

Flat, predictable pricing

OpenAgent uses flat monthly plans with no per-conversation or enterprise-tier fees. Certainly's pricing is not publicly listed and is sold via custom quotes, which can create budget uncertainty.

Ecommerce-native return and refund actions

OpenAgent connects to Shopify and can initiate returns and refunds directly inside the conversation. Certainly can surface return policy information but does not execute order mutations natively.

Built-in human handoff inbox

OpenAgent ships with a shared inbox for escalated tickets. Certainly typically integrates with an external help desk like Zendesk or Gorgias for human handoff, adding complexity and cost.

Pricing compared

OpenAgent

Flat monthly plans as of August 2026 — Free, Desk at $149, Front Desk at $399, Concierge at $1,200 — with no per-conversation fees; text is unlimited on every paid plan.

Certainly

Custom pricing via sales; not publicly disclosed. Typically requires a scoping call and implementation engagement.

OpenAgent is more accessible and predictable. Certainly's custom pricing can result in higher-than-expected costs, especially with implementation fees.

Choose OpenAgent when

Post-purchase support resolution is your primary AI goal (orders, returns, refunds)
You want transparent flat pricing without a custom sales engagement
You need to go live quickly with a self-serve setup
You want a built-in human handoff inbox rather than integrating a separate help desk

Choose Certainly when

Product discovery, guided selling, and pre-purchase recommendation flows are as important as support
You need Certainly's multilingual chatbot capabilities for European markets
Your team has resources for a longer implementation project and values Certainly's configurability

Switching from Certainly

Switching from Certainly to OpenAgent typically takes 1-2 weeks: export your chatbot intents, FAQs, and product recommendation content, convert them into OpenAgent knowledge sources, connect your Shopify store, and configure handoff rules. OpenAgent's native order actions replace any Certainly flows that relied on order API lookups. Product recommendation content transfers naturally as catalog and policy training.

Frequently Asked Questions

Both are ecommerce-focused AI platforms. OpenAgent focuses on autonomous post-purchase support resolution — tracking orders, returns, refunds — while Certainly emphasizes product discovery and pre-purchase conversations. For support ticket deflection, OpenAgent tends to go deeper.

Certainly can answer questions about order status and return policies, but it does not natively execute order mutations like initiating returns or refunds. OpenAgent does this autonomously through its Shopify integration.

OpenAgent uses transparent flat monthly plans starting from free. Certainly uses custom pricing that requires a sales engagement and is not publicly listed, which can create budget uncertainty.

Yes. OpenAgent includes a built-in shared inbox for escalations with full conversation context passed on handoff. Certainly typically integrates with an external help desk like Zendesk for human handoff, adding a tool and a cost.

Yes. OpenAgent recommends products during support conversations based on the customer's query and purchase history. Certainly's recommendation engine is more elaborate for guided pre-purchase shopping flows, which may matter if that is a core use case.

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