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Pricing

Pay per agent. Add AI when you need it.

Three plans covering phone, messaging and full omnichannel. The foundation is identical in all three — tickets, contact 360, order lookup, automation and reporting are built in. AI capabilities are optional, so you never pay for what you do not use.

Mix plans across one team · Carrier and number fees billed on actual usage

Billing period Annual · Billed annually

Plans

Voice

Voice Pro

40

Per agent / month · Billed annually

Best for Teams whose main touchpoint is the phone — support lines, appointments and callbacks.

Channels3

Talk to sales

What sets it apart

Cloud call centre

  • Toll-free and local numbers in 120+ countries
  • Multi-level IVR, with API lookups so customers can check orders themselves
  • Smart routing and queueing: round robin, priority, weighting, VIP first
  • Call recording with full archive, replayable any time
  • One-click callback for missed calls and voicemail
  • Post-call satisfaction surveys sent automatically

Running the team

  • Live monitoring board: agent status, queue depth, wait times
  • Three levels of supervision — listen, whisper and barge-in
  • Agent hours and call-volume reporting

Also included

  • Email handled and ticketed in the same workspace, Amazon messages included
  • All 9 HeroDash foundation capabilities, built in

Chat

Chat Pro

40

Per agent / month · Billed annually

Best for Teams whose main touchpoint is written messaging — storefront enquiries and social DMs.

Channels6

Talk to sales

What sets it apart

Messaging channels

  • Website chat widget: custom styling, preset questions, offline messages
  • Facebook Messenger in the shared inbox
  • WhatsApp Business in the shared inbox
  • Instagram DMs in the shared inbox

Conversation tooling

  • Visitor context: landing page, browsing path and device
  • Sensitive-word blocking, with our marketplace word lists included
  • Macros and a reply-template library for long answers
  • Live monitoring board: conversation queues and agent status

Also included

  • Email handled and ticketed in the same workspace, Amazon messages included
  • All 9 HeroDash foundation capabilities, built in

Advanced

Most popular

Omnichannel Pro

60

Per agent / month · Billed annually

Best for Growing and mid-to-large teams running several channels at once, where one customer moves between phone, chat, email and social.

Channels8

Talk to sales

What sets it apart

  • Everything in Voice Pro
  • Everything in Chat Pro

Exclusive channel

  • SMS, sent, received and ticketed — on neither other plan

Exclusive capabilities

  • Omnichannel customer 360: phone, chat, email and social in one history
  • Cross-channel ticket merge and linking, so customers never repeat themselves
  • ERP order-system integration: order lookup and shipment tracking
  • Open API, webhooks and custom integrations
  • Advanced analytics: cross-channel volume, handling time and CSAT drill-downs
  • Multi-brand and multi-storefront separation under one account

Every add-on unlocked

  • Agent Assist, QA AI, AI Translation and self-service are all available

Listed prices are the per-month rate on an annual contract. Month-to-month billing is the annual rate plus 20%.

Agents on the same team can be on different plans: Voice Pro for the phone group, Chat Pro for the online group, Advanced for supervisors who need every channel.

Above 50 agent accounts, talk to sales.

Every plan includes

9

The foundation is identical across all three plans, so the cards above only list what differs by channel.

  1. Omnichannel tickets

    Conversations from every channel merge into one ticket, with custom fields, templates, @mentions and cross-team handoff

  2. Contact 360

    Contacts and tickets merge automatically on unique identity, so cross-channel history sits on one screen

  3. Ecommerce order lookup

    Check Amazon and Shopify orders and shipments inside the workspace, with no system switching

  4. Triggers and automation

    Condition-based actions, timeout handling and automatic satisfaction surveys

  5. Smart assignment

    Random, round robin, balanced, priority and weighted strategies, with VIP customers served first

  6. Views and workflow

    Personal and shared ticket views that organise the queue around your business rules

  7. Live board and reporting

    Real-time agent status and queue monitoring, plus volume, handling-time and satisfaction reporting

  8. Multi-brand and business hours

    Isolated management for multiple brands or stores, with business-hour templates across time zones

  9. Sensitive words and knowledge base

    Marketplace sensitive-word blocking with our word lists included, plus an internal knowledge base

Feature matrix

Three plans, line by line

Grouped by capability. Open any row for the detail. Every capability listed here is confirmed and shipping.

Included Not included Available as an add-on

A1 · Numbers and lines Voice Included Chat Not included Advanced Included

Phone features are not split by plan: any plan that carries voice gets the phone feature set in full.

Global number provisioning

Toll-free and local numbers in 120+ countries, with light documentation requirements and fast activation; numbers bind to teams or IVR flows

Multi-carrier routing

We apply through several carriers and pick the best line, balancing connection rate against cost; contact sales for rates

Inbound and click-to-call

Inbound handling plus click-to-call outbound — click any number in the workspace to dial

High concurrency

Low-latency global lines built for high concurrent volume

A2 · Inbound experience (IVR and routing) Voice Included Chat Not included Advanced Included
Multi-level IVR

Multi-level keypad menus with keypress analytics; the IVR connects to third-party systems and APIs so customers can look up orders and shipments themselves

Smart routing

Random, round robin, balanced, priority, weighted and max-wait strategies, with VIP customers identified and served first

Queue management

Queue announcements, queue caps, and overflow to voicemail or an external number

Business-hour routing

Route by business-hour template: outside hours, calls go to voicemail or an after-hours message

Holiday calendars

Holiday exception calendars that switch the flow automatically

Number blocklist

Block nuisance numbers and reject them automatically

A3 · In-call handling Voice Included Chat Not included Advanced Included
Screen pop

Incoming calls pop the customer 360 and ticket history, so the agent has context before they say hello

Hold and mute

Call hold with hold music, plus mute

Call transfer

Blind and warm transfer to an agent, a team or an external number

Three-way calling

Pull a third participant into the call

A4 · Supervision and coaching Voice Included Chat Not included Advanced Included
Live monitoring board

Agent status (available, on call, on break), queue depth, wait time and same-day answer rate, live and wallboard-ready

Listen

Supervisors monitor a live call silently; neither agent nor customer is aware

Whisper

Supervisors coach the agent one way, inaudible to the customer — built for new-hire ramp-up

Barge-in

Supervisors join the call directly to handle an escalated complaint

Agent status management

Available, busy and break states with configurable break reasons and duration tracking

A5 · Wrap-up and records Voice Included Chat Not included Advanced Included
Call recording

Every call recorded, with playback, download and permission control

Wrap-up and tagging

After-call work timing, call tags and disposition codes, call notes, and a ticket generated automatically

Post-call survey

Automatic keypad rating after hang-up, feeding the satisfaction report

A6 · Voicemail and callback Voice Included Chat Not included Advanced Included
Voicemail

Calls roll to voicemail outside business hours or when the queue times out

One-click callback

Missed calls and voicemails collect in the workspace; agents return them in one click

Voicemail transcription

AI transcribes voicemail to text, so a glance tells you what it is about

B · Email, including Amazon buyer messaging In all three plans
Multiple mailboxes

Connect several support mailboxes — Gmail, Outlook or your own domain — and work them in one place

Amazon buyer messaging

Amazon buyer messages arrive as email, with multi-store messages unified and ticketed

Email to ticket

Incoming mail opens a ticket or merges into an existing one, with the full thread archived on the ticket

Templates and signatures

Reply templates, team and personal signatures, rich text and attachments

Auto-reply

Automatic acknowledgement on receipt or outside business hours

C · Website live chat Voice Not included Chat Included Advanced Included
Chat widget

Embedded chat window that follows your site language

Widget styling

Colours, logo, greeting and position, matched to your brand

Preset questions

Common questions presented in the chat window across categories, answered on a click

Visitor context

Landing page, browsing path and device shown to the agent

Offline messages

Collect messages outside business hours and turn them into tickets

Conversation rating

Invite a rating when the chat ends, feeding the satisfaction module

D · Social messaging Voice Not included Chat Included Advanced Included
Facebook Messenger

Page DMs collected and assigned in one place

WhatsApp

WhatsApp Business messaging, including template messages

Instagram

Instagram DMs collected in one place

E · SMS Voice Not included Chat Not included Advanced Included
Two-way SMS

Send and receive SMS in the unified workspace

F · Tickets and collaboration In all three plans
Omnichannel tickets

Turn any conversation into a ticket in one click; repeat contacts about the same issue across channels merge into one ticket, so a customer who emails then calls does not create two — with status, priority and due-date management

Custom fields and templates

Custom fields and templates on contacts and tickets, capturing the business detail that makes product analysis possible

Ticket views

Personal and shared views by status, channel, group or custom condition

Collaboration and escalation

One-click assignment, @mention collaborators, cross-team handoff and live notifications

Internal notes

Team-only notes on the ticket, invisible to the customer and clearly separated from replies

Merge and link

Automatic merge on unique contact identity, plus manual merge and linked tickets

Macros

Insert preset responses in one click, with variables such as customer name and order number

Triggers

Condition-based actions: auto-assign, auto-reply, field updates, in-app and email notifications

Automations

Auto-resolve or close on timeout, send satisfaction surveys, and run scheduled rules

Smart assignment

Random, round robin, balanced, priority, weighted and max-wait strategies

Satisfaction surveys

CSAT sent automatically on resolution, measured the same way across channels and reported centrally

Audit log

A full audit trail of ticket actions — reassignment and field changes all leave a record

G · Contacts and customers In all three plans
Contact management

Unified customer records with custom fields; contacts and tickets merge automatically on unique identity — phone, email or social account — with no manual de-duplication

Customer 360

Cross-channel interaction history, purchase records and preferences in one view, ready before the conversation starts

Order and shipment lookup

Check orders and shipments inside the workspace: Amazon and Shopify in all three plans, ERP integration on Advanced only

H · Agent workspace and efficiency
Unified workspace Voice Included Chat Included Advanced Included

Every channel in your plan handled in one interface, with no system switching

Knowledge base Voice Included Chat Included Advanced Included

Maintain internal knowledge and let agents search and cite it from the sidebar

Sensitive-word blocking Voice Included Chat Included Advanced Included

Marketplace word lists checked before sending; our cross-border marketplace lists are included

AI Translation Voice Available as an add-on Chat Available as an add-on Advanced Available as an add-on

Suggested replies, tone polishing, smart summaries, abuse and misconduct alerts, plus real-time translation across 100+ languages — bundled as one add-on, enabled per agent

I · Data and reporting
Live monitoring board Voice Included Chat Included Advanced Included

Live agent status, per-channel queue and wait times, and the day’s core metrics for supervisors

Standard reports Voice Included Chat Included Advanced Included

Channel volume, ticket volume, first-response and resolution time, agent workload and satisfaction

Call reports Voice Included Chat Not included Advanced Included

Answer rate, average handle time, abandon rate and IVR keypress analytics

Agent performance Voice Included Chat Included Advanced Included

Output and quality per agent — volume handled, time spent and CSAT

Report export Voice Included Chat Included Advanced Included

CSV and Excel export, plus scheduled report emails

Advanced analytics Voice Not included Chat Not included Advanced Included

Multi-dimensional cross-analysis and custom reports

QA reports Voice Available as an add-on Chat Available as an add-on Advanced Available as an add-on

Multi-dimensional AI QA scoring analytics, enabled with the QA add-on

J · Administration In all three plans
Business-hour templates

Several business-hour and time-zone templates applied per channel or per team, rolling to voicemail or auto-reply outside hours

Multi-brand management

Run several brands or stores from one back office, with channels, templates and tickets isolated per brand

Teams and skill groups

Organise agents into teams and skill groups; routing and reporting follow the same structure

Roles and permissions

Role-based permissions and data access control

Shifts and scheduling

Enter agent shifts centrally; agents check their own schedule

K · Platform, integrations and security
Ecommerce integrations Voice Included Chat Included Advanced Included

Amazon and Shopify order and shipment data connected

ERP integration Voice Not included Chat Not included Advanced Included

API integration with your own ERP or order system

Open API and webhooks Voice Not included Chat Not included Advanced Included

API integration, event push and custom integrations

Security and data retention Voice Included Chat Included Advanced Included

Encryption and access control; your data is never purged during the contract, and is deleted 90 days after it ends

Add-ons

Add capability when it earns its place

Four add-ons, available on any plan. What each one saves you comes first; the price comes second.

After every customer interaction, AI updates the ticket — the summary stays current, the fields stay complete, and nothing goes unrecorded.

Enabled team-wide

What it does

  • Triggered by every channel event A call ending, a chat closing, every inbound email, every social or marketplace message — each one re-triggers the AI to re-summarise and update. The ticket is current because the system keeps it current, not because an agent remembered to
  • Rolling ticket summary The summary refreshes with each interaction — request, progress, next step — so whoever picks it up next does not have to read the history
  • Every field completed Guided by your business prompt, AI fills or selects every ticket field including custom ones: issue type, product line, request category, priority and more
  • Contact record upkeep New details that surface mid-conversation — a backup email, a delivery address, an order preference — flow into the contact record automatically
  • Configurable business prompts Define the prompt around your business so the AI fills fields to your taxonomy and your classification standard, not a generic template
  • Labelled and auditable Every AI generation and field entry is labelled and distinguishable from human edits; field versions are recorded, so you can trace, edit and correct

In practice

  1. A return that crosses three channels Monday, the customer emails that their coffee machine is leaking — AI opens the ticket and fills issue type, model and order number. Tuesday, they call to chase it — after hang-up, AI updates the summary from the transcript and changes the request to a refund. Wednesday, they send a photo on WhatsApp — AI appends it. Three interactions, possibly three different agents, each up to speed in ten seconds, with nothing typed by hand.
  2. Support data that feeds product AI fills product line, failure point and issue type on every ticket, consistently. The report then produces a real defect distribution, and support data feeds product and supply chain for the first time — when agents fill those fields manually, completion rates are usually below half.
  3. AI you can audit A supervisor spot-checks a ticket and finds a field misclassified. The version history shows which interaction it came from and what the AI based it on. They correct it, and the correction is recorded. The AI is not a black box.

Every call, every message and every ticket scored by AI, so service quality becomes a number you can act on.

Enabled team-wide

What it does

  • 100% coverage Every channel message, every ticket message and the ticket itself is reviewed. Manual sampling across the industry sits at 1–5%, which means most problems are never seen
  • Four scoring inputs Knowledge base (was the answer right), business rules (was the process followed), prompts (what you care about) and deduction criteria (how points come off) — combined into a QA model that is yours
  • Custom dimensions Opening compliance, solution accuracy, emotional handling, proactive service, marketplace-language compliance — dimensions and weights are yours to define
  • QA reporting Analytics by agent, team, channel and dimension, so trends and weak points are obvious

In practice

  1. New hires under full coverage New agents get 100% QA coverage in their first month, and the supervisor only reads the low scorers — coaching goes where it is needed. At 3% sampling, a new hire can repeat the same wrong phrasing hundreds of times before anyone notices.
  2. Protecting marketplace metrics Amazon buyer-message replies are checked against marketplace rules, catching over-promised timelines and non-compliant wording before your seller metrics take the hit.
  3. Finding the real gap The weekly report shows the whole team scoring lowest on proactive service, week after week. The next training topic no longer needs to be a guess.

A co-pilot for every agent: faster replies, more professional phrasing, no language barrier.

Enabled per agent

What it does

  • Knowledge-based suggested replies Replies pre-generated from your knowledge base; the agent reviews and sends in one click
  • Polishing to your best agent’s standard Expand, condense or shift tone — professional, warm or friendly — so a new hire writes like a veteran
  • Smart conversation summaries Five-part summary: the customer’s issue, the solution offered, whether it was resolved, what to improve, and how satisfied they were
  • Abuse and misconduct alerts AI spots customer abuse escalating and agents replying emotionally, and alerts a manager in time to step in
  • Real-time translation, 100+ languages Two-way real-time translation on receipt and on send — translate and send in one click

In practice

  1. Serving a language nobody on the team speaks A German customer writes in with a complaint and no agent reads German. The message is translated on arrival, the reply is polished into a professional register, then translated back to German and sent in one click. An English-speaking team serves five European markets directly.
  2. The angry customer A customer sends three messages in a row with profanity in them. AI does two things at once: it suggests de-escalation wording with a compensation option to the agent, and pushes an abuse alert to the supervisor. The bad review is intercepted before it is written.
  3. A handover that loses nothing At shift change, the incoming agent opens the ticket, reads the five-part AI summary, and is up to speed in 30 seconds. The customer never has to explain it twice.

Working-hour transparency for remote teams and outsourced agents.

Enabled per agent Also sold on its own, without a HeroDash plan

What it does

  • Attendance and scheduling Shift entry, schedule visibility and clock-in; monitoring for absence, late starts, early finishes, over-long breaks and inactivity
  • Screen capture Screenshots at key business moments such as an inbound call, plus periodic capture every 2–10 minutes
  • App and site blocklists Blocklisted applications and websites trigger a blocking prompt
  • Activity monitoring Mouse and keyboard activity monitoring to assess workload saturation

Taking several add-ons? Talk to sales about a combined package.

ROI calculator

Move the sliders. Run your own numbers.

The defaults are the industry model: a mixed-channel agent handling 80 interactions a day, about 49 seconds of manual handling each, with Agent Assist removing 78% of it. Drag the sliders to match your operation — everything below recalculates as you go.

Net gain per month

2,492

after the Agent Assist fee · 6.0× Return on spend

Saved per agent per day
51 min
Saved per month, team-wide
187 h
Labour cost saved per month
$2,992
Agent Assist monthly fee
$500

Modelled from industry baselines, not a commitment. Actual saving depends on your channel mix, ticket complexity and how mature your current process already is.

Where the 78% comes from

The saving is not confined to after-call work. Agent Assist updates the record after every interaction, and removes the context review on every handover. Modelled on a mixed-channel agent handling roughly 60 interactions a day:

Where the time goesDaily volumeManual time eachAI savesSaved per day
After-call work (fields and wrap-up) 15 calls 60–90 sec 80% 12–18 min
Chat wrap-up (classification and summary) 15 chats 30–60 sec 80% 6–12 min
Email handling (read context, update fields) 20 emails 30–60 sec 80% 8–16 min
Social and marketplace messages (log and update) 10 messages 20–40 sec 80% 3–5 min
Context review on handover (read summary, not history) 20 times 30–60 sec 70% 7–14 min
Total 36–65 min

At the midpoint, that is roughly 50 minutes per agent per day — about 18 hours a month across 22 working days. At a $15–18 support hourly rate, roughly $270–330 of labour cost saved per agent per month.

Industry baselines: 40–60 contacts per agent per day (we model the upper end for mixed channels); after-call work of 45 seconds to 2 minutes (Call Centre Helper and comparable benchmarks); US BLS median hourly wage for customer service representatives of about $18. These are modelled assumptions — calibrate against your own numbers.

AI Agents

Bots billed on usage

Three bots, billed independently, each with its own monthly minimum. When a bot cannot handle it, the handover to a human agent carries the full context across.

Message bot

0.15

Per session

AI handling on live chat and social: multi-turn conversation, intent recognition and sentiment analysis, custom flows, and knowledge extracted automatically from past conversations into Q&A.

What counts as a session

A session opens on the customer’s first message and runs for 24 hours. Everything that customer sends inside the window is one session — never billed twice.

This month’s bill $1,200

Above the minimum — billed on actual usage

Email bot

0.10

Per reply

AI replies to customer email, generating a complete answer from your knowledge base including steps and timelines.

What gets billed

Only emails the AI successfully replies to under your bot rules are billed. An unsuccessful reply is not billed.

This month’s bill $1,200

Above the minimum — billed on actual usage

Voice bot

0.15

Per minute

Multilingual, low-latency and lifelike, answering instantly; semantic analysis decides when to hand to a human; calls are transcribed and summarised, with email, SMS or DingTalk alerts to an owner when they meet your criteria.

What gets billed

Hang-ups during the IVR stage are not billed. After handover to a human, only carrier charges apply — the bot charge stops. This rate is for English; contact sales for other languages.

This month’s bill $750

Above the minimum — billed on actual usage

Monthly minimum · $200 / Monthly

Message, email and voice each carry their own minimum. If that bot’s usage exceeds the minimum in a month, you pay actual usage; below it, you pay the minimum.

Handover to a human

Common to all three bots: when the bot cannot resolve it, the conversation passes to a human agent with the full context attached, so the customer never repeats themselves.

Read the full billing rules →
In practice
  1. Message bot · overnight order lookups A US customer asks "where is my order" on the website at 2am. The bot reads the intent, calls the order API, and replies with shipping status and estimated delivery. They follow up with "can I change the address" — the flow checks that the order has not shipped, guides them to submit a new one, and opens a ticket for human confirmation. Forty enquiries overnight; three tickets waiting when the team logs in.
  2. Email bot · first response on support mail A customer asks about the returns policy — the bot generates a reply from the knowledge base with the steps and the timeline, and sends it (billed). Another email involves a dispute over a custom-made item; the bot judges it out of scope, does not reply, and routes it to a human (not billed). First response drops from eight hours to one minute.
  3. Voice bot · peak overflow Call volume triples on a promotion day, and calls over the queue threshold are answered by the voice bot: order status, shipping updates, callback requests. When a customer explicitly asks for a person, or the request gets complex, it routes to the human queue with a summary attached. Abandon rate falls from 30% to single digits.

Outcome-based

Pay for verified outcomes

A second commercial model for AI Agents: priced on verified outcomes rather than usage. The definition of an outcome is written into the contract, so both sides can check it.

Outcome-based pricing is available on large projects only, and is governed by the commercial contract.

  • Failed attempts and standard human transfers are not charged as outcomes
  • A verified knowledge answer or data lookup can count as an outcome; unless the contract says otherwise, an action is not required
  • Outcome definitions, reopen windows and credit rules are all written into the contract or order form
Talk to sales

Carrier charges

* Plan prices exclude call and number charges. Number rental and per-minute call charges are billed on actual usage. Toll-free and local rates differ by country and by carrier, and HeroDash applies through several carriers to pick the best line — contact sales for your specific rates.

FAQ

Questions about billing

Is there a free trial?

Yes. Contact sales to have a trial set up for you.

What is the difference between annual and monthly pricing?

Listed prices are the per-month rate on an annual contract. Month-to-month billing is the annual rate plus 20% — $40 becomes $48.

Do plan prices include call and number charges?

No. Number rental and per-minute call charges are billed on actual usage. Toll-free and local rates differ by country and carrier, and HeroDash applies through several carriers to pick the best line — contact sales for your specific rates.

Can different agents be on different plans?

Yes. Voice Pro for the phone group, Chat Pro for the online group, and Advanced for supervisors who need every channel.

Can we upgrade or downgrade at any time?

Yes, at any time, with charges prorated.

Why must Agent Assist and AI QA be enabled for everyone?

Both operate on the full ticket and message volume, so they are billed on the whole team. AI Translation and agent monitoring can be enabled per agent.

How does the bot minimum work?

Each bot carries a $200 monthly minimum, counted separately for message, email and voice. If usage exceeds $200 that month, you pay actual usage; below it, you pay $200.

How is each bot’s billing unit defined?

Message bot: a session opens on the customer’s first message and runs 24 hours, with no repeat billing for the same customer inside the window. Email bot: only successful replies are billed. Voice bot: the AI answers instantly, IVR-stage hang-ups are not billed, and after handover to a human only carrier charges apply.

How do we apply for outcome-based pricing?

It is open to large projects only. Outcome definitions, rates and credit rules are governed by the commercial contract — contact sales for an assessment.

How is our data retained and deleted?

Your data is never purged during the contract. Ninety days after it ends, all data is deleted. See our information security policy for detail.

What payment methods do you accept?

Credit card, bank transfer and Alipay, among others.

What if we need more than 50 agent accounts?

Contact sales for enterprise pricing and custom services — custom development, private deployment and dedicated support.

Start small, then scale

Tell us your channel mix, agent count and process, and we will come back within 24 hours with a configuration and a quote.

Talk to sales about a trial Compare the three plans