Comparison

OpenAgent vs Smartsupp

Smartsupp is popular in European ecommerce — it bundles live chat, a chatbot builder, and a unique session-recording feature in one affordable package. The chatbot handles basic FAQ flows, but the AI is primarily rule-based rather than conversational. OpenAgent goes further: its AI understands natural language, executes native Shopify actions (order tracking, returns, refunds), and resolves the majority of support queries without human involvement. For stores that have outgrown scripted bots and want genuine AI automation, OpenAgent is the next step.

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OpenAgent vs Smartsupp at a glance

Feature	OpenAgent	Smartsupp
AI agent (conversational NLU)	Yes — full conversational AI	Rule-based chatbot
Native Shopify order actions	Built in (track, return, refund)	Order data display; actions need agent
Pricing model	Flat plans, no per-seat AI cost	Freemium + per-seat tiers
Session recording / visitor analytics	Not available	Unique session-recording feature
24/7 autonomous coverage	Yes	Partial (bot hours only if configured)
Human handoff + shared inbox	Included	Included
Product recommendations	Built in	Manual or not available
Email channel support	Yes	Limited
Free plan	Yes	Yes (limited agents)

Why ecommerce teams choose OpenAgent over Smartsupp

Conversational AI vs. scripted chatbot

OpenAgent's agent understands natural language and handles multi-turn conversations about any order or policy question. Smartsupp's chatbot is primarily rule-based — great for simple FAQ routing, limited for complex ecommerce queries.

Native Shopify order actions

OpenAgent connects to Shopify and can retrieve order details, start returns, and issue refunds inside the chat. Smartsupp has a Shopify integration for order data display, but action execution still requires an agent.

Higher deflection rate

Because OpenAgent actually resolves tickets end-to-end, deflection rates are significantly higher than a scripted chatbot that mostly qualifies leads before handing off to a human.

No per-seat scaling

Smartsupp's paid plans are seat-based. OpenAgent's flat plans include unlimited AI conversations — you don't pay more as ticket volume grows.

Pricing compared

OpenAgent

Flat plans as of August 2026: free tier, Desk at $149/month, Front Desk at $399, Concierge at $1,200. Unlimited text conversations included; voice minutes are the only meter.

Smartsupp

Free plan (1 agent, limited). Pro from ~$19.50/agent/month. Ultimate tier for advanced features. Annual discounts available.

Smartsupp's per-seat model is cheaper for a solo operator, but as team size and ticket volume grow, OpenAgent's flat $149 Desk plan and higher AI resolution rate make it more economical.

Choose OpenAgent when

You need conversational AI that understands natural language, not just scripted flows
You want Shopify order actions (track, return, refund) handled automatically
You're scaling volume and want flat pricing that doesn't grow per seat
You want true 24/7 AI coverage, not just a bot that collects emails after hours

Choose Smartsupp when

Session recording and visitor heatmaps are important for your CRO workflow
You're a small European store wanting affordable entry-level chat with light automation
Your chatbot needs are simple and FAQ-based

Switching from Smartsupp

Migrating from Smartsupp to OpenAgent is a straightforward widget swap. Export your chatbot flows and FAQ content — these become the basis of OpenAgent's knowledge base. Connect Shopify, import your help-center content, replace the Smartsupp snippet, and the AI starts resolving tickets immediately. Agents shift from handling all chats to reviewing only AI escalations.

Frequently Asked Questions

Yes. Smartsupp uses a rule-based chatbot that follows scripted decision trees. OpenAgent uses a conversational AI trained on your store content — it can handle open-ended questions, multi-turn conversations, and execute real Shopify actions like order lookups and return initiations.

Yes, Smartsupp has a Shopify integration that displays order data inside the agent view. However, taking actions (initiating returns, issuing refunds) still requires the human agent. OpenAgent executes those actions autonomously through the AI.

No — OpenAgent focuses on AI-powered customer support, not visitor session recording. If session recording is a core requirement, Smartsupp (or a dedicated tool like Hotjar) is worth keeping alongside a support solution.

Smartsupp charges per seat. For a small team of 3 on the Pro plan, monthly costs approach $60 or more — with rule-based bots and agent-dependent order actions. OpenAgent's $149/month Desk plan (as of August 2026) includes unlimited AI conversations and native Shopify actions, and the price never grows with seats or chat volume.

Your Smartsupp flows don't transfer directly, but the FAQ content and logic they represent feeds straight into OpenAgent's AI training. Most stores find the AI handles those queries better than the scripted flows did — with no maintenance needed when policies change.

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Ready to switch from Smartsupp?

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