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Kayako

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description Kayako Overview

Kayako is an established customer service platform offering a unified inbox for email, live chat, and social messages, coupled with self-service tools. It focuses on delivering a cohesive customer journey across channels. Features include collision detection, SLAs, workflow automation, and a customer portal. It targets small to midsize businesses with straightforward paid plans.

It earns a solid score for its reliability, clean interface, effective unification of channels, and strong focus on providing context to agents so they can deliver personalized, efficient support without jumping between disparate systems.

help Kayako FAQ

What support channels can Kayako combine in one inbox?

Kayako can bring together email, live chat, web forms, voice, SMS, WhatsApp, social media, and API-connected messages. The purpose is to give agents one conversation view instead of separate queues for every channel.

What does collision detection do in Kayako?

Collision detection shows when another agent is viewing or working on the same conversation. That reduces the risk of two support agents sending conflicting replies to one customer.

How does Kayako handle service-level agreements?

Kayako supports SLA monitoring and automated escalation when a conversation is approaching or has breached its target. Teams can use those rules to prioritize overdue tickets instead of checking every queue manually.

How is Kayako One priced under its current model?

Kayako currently advertises Kayako One with AI resolutions priced at $1 per resolution rather than a traditional per-agent AI add-on. Its website compares that model with Zendesk Suite Pro at $115 per agent per month before additional AI costs.

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