Kayako vs Rep AI

Pricing, features, platforms and who each one suits — side by side.

Kayako

AI help desk and support agent that resolves tickets for support teams

PaidVisit site

Rep AI

AI sales and support agents for online stores on Shopify and WooCommerce

From $12/moVisit site

Choose Kayako if…

you're in its core audience: customer support teams, e-commerce and retail businesses

Choose Rep AI if…

you want to trial it before paying
you're in its core audience: ecommerce merchants, customer support teams

Side by side

FeatureK

KayakoR

Rep AI

Pricing modelPaidFree trial

Starting price—$12/mo

Free plan

Free trial

API

Open source

Data retention—Deleted when no longer required for original purpose, unless legally justified to retain

Security and complianceSOC 2 Type II, GDPR—

Omnichannel inbox

Human handoff

AI takes actions

Shopify/ecommerce data

Help center/portal—

PlatformsWebWeb

CategoryCustomer SupportCustomer Support

CompanyESW Operations, LLCRep AI Technologies Inc.

Based inUnited States—

Founded20012021

Part of——

Key features

K Kayako

AI agent that drafts replies and closes tickets
Takes actions like refunds and account creation
Omnichannel inbox for email, chat, social and voice
No-code routing, assignment and escalation workflows
Knowledge base with semantic search and help center
SLA management and support analytics
Works on top of Zendesk, Freshdesk, Intercom, Salesforce
SOC 2 Type II, GDPR, SSO/SAML and audit logs

R Rep AI

Natural-language product search, comparisons and checkout inside chat
Buying-signal detection for hesitation, comparisons and abandoned carts
Automated order tracking, cancellations, address changes and returns
Rep Inbox helpdesk with AI ticket summaries and routing rules
Handoff to human agents with full conversation history
Insights on unanswered questions, drop-off reasons and competitor mentions
Klaviyo sync for conversation-based segmentation
MCP server for reviewing store data and approving AI answer edits

Plans and prices

From each vendor's site. Prices change — confirm before buying.

Kayako

Kay (AI support agent)$1 per resolved ticket

Kayako OneCustom

Rep AI

SalesFrom $12/month

SupportFrom $49/month

ConciergeFrom $130/month

EnterpriseCustom

AI channels add-on$0.75 per AI-resolved conversation

Rep Inbox add-onFrom $8/month for 50 tickets, plus $20 per agent per month

Strengths and limitations

Kayako

Kay is billed only for tickets it resolves without a human
No seat or setup fees for Kay
Works on top of existing help desks, so no migration is needed
Lists SOC 2 Type II, GDPR and SSO/SAML support

Kayako One pricing is only available through sales
No free trial mentioned
No public API is described on the site

Rep AI

14-day free trial on every plan with no credit card required
No annual commitment, and yearly billing is 20% less than monthly
Hands conversations to Gorgias, Zendesk, Kustomer, Freshdesk or Richpanel without custom development
MCP server is read-only by default, and edits need approval before going live

No permanent free plan is listed
Email, Instagram, Facebook Messenger and WhatsApp AI cost $0.75 per resolved conversation
Overage is on by default for new subscribers, at $1.20 per resolution
Vendor pages disagree on the Sales starting price: $12 on pricing, $99 on the home page