Capacity Pricing Explained (2026)

A platform fee and four meters

Capacity states its pricing structure clearly even though it publishes no numbers: your investment includes a platform fee plus usage-based pricing for AI Agents, so you pay for what you use.

What makes it more complicated than that sentence suggests is that "usage" is measured four different ways. Chat AI Agent bills per response. Email AI Agent bills per response. Voice AI Agent bills per minute. SMS AI Agent bills per message. These are separate meters with separate rates, and they do not share an allowance.

For a single-channel deployment that is simple enough. For an organisation running automated support across chat, email, voice and SMS — which is the deployment Capacity is designed for — there are four independent usage lines accruing at once, plus the platform fee underneath.

What the tiers actually contain

The storage row deserves more attention than it usually gets. Capacity's function is indexing your knowledge — documents, policies, product data — so the AI can answer from it. Storage is therefore a measure of how much corpus the system can reason over, not a background infrastructure detail. Organisations with large document estates may find storage, rather than features, is what sets their tier.

Agent Assist is the second dividing line. Core automates customer-facing interactions; Pro adds real-time assistance to your human agents. Those are different value propositions, and knowing which one you are buying determines whether Core is sufficient.

The HIPAA problem

The optional HIPAA package is available only on Enterprise. That is a common packaging pattern and it produces a specific outcome: a small healthcare support team that needs nothing from Enterprise except compliance still buys Enterprise.

If that is you, raise it explicitly and early. Vendors frequently have room to move on compliance packaging for customers who are otherwise a Pro-sized deployment, but only if you ask before the quote is written.

Negotiating against no published price

Capacity's volume discount language — the more you use, the less you pay per interaction — is a statement of intent rather than a rate. Nothing is quantified publicly, on any tier or any meter.

That makes preparation the only leverage available. Before the sales call, model four numbers: monthly chat responses, monthly email responses, monthly voice minutes and monthly SMS messages. Then ask for the platform fee and each of the four unit rates as separate figures, along with the volume thresholds where discounts begin.

A blended monthly quote is easy to accept and impossible to evaluate. With four meters running, you need to know which one is driving your cost, because that is the one to negotiate and the one that will grow.

Beware the figures floating around

Third-party pricing pages carry numbers attributed to Capacity that on inspection belong to other vendors — per-agent rates and session-bundle prices that match competitors' published pricing rather than anything Capacity has stated. Treat any specific figure you find online with suspicion unless it comes from Capacity directly.

Who should and should not buy this

Capacity fits mid-sized and larger organisations with a substantial knowledge estate and genuine multichannel support volume — the profile where indexing documents and automating across chat, email, voice and SMS produces measurable deflection. The AI Agent Builder and 250+ integrations point at teams that want to configure rather than code.

It fits poorly for small teams with single-channel support, where the platform fee plus a usage meter is more structure than the problem requires. It fits poorly for buyers who need to compare prices before engaging with sales, since none exist publicly. And it fits poorly for anyone who needs a predictable flat monthly cost, because four simultaneous usage meters is the opposite of that.

Capacity publishes tier contents but no rates. Confirm the platform fee, all four unit rates and volume thresholds directly with Capacity before budgeting.