Kustomer Pricing 2026: Is It Worth It?

✨ Psst... Looking for modern & affordable alternative to Kustomer? Check out Featurebase →

If you're looking at Kustomer to manage customer interactions and improve your support operations, you'll want to know how much exactly it's going to set you back.

Today, we'll show you in detail what you get with Kustomer, including plans, add-ons and hidden costs that Kustomer doesn't talk about. 👇

Short overview

• Kustomer is a customer support platform focused at Enterprise scale companies
• Kustomer offers two seat-based plans: Enterprise at $89/seat/month and Ultimate at $139/seat/month
• There is only annual pricing available. The minimum you can get is 8 seats. You have to negotiate pricing for smaller teams.
• AI features (customer-facing and agent assist) are sold as add-ons (e.g. $0.60 per engaged conversation, $40 per user/month)

Kustomer pricing 2025

There are only two plans available, and you pay extra costs for AI agents. There is no free plan or free trial.

More concerningly, though, you can only get annual plans. There is no way to try Kustomer on a monthly basis. The prices we'll discuss are valid for teams of 8 seats or more. If you have fewer agents than that, you may be able to talk to their sales team to get custom pricing information.

The only way to see how Kustomer works for customer support is to schedule a demo.

All in all, pretty unfavorable conditions if you're shopping around for the best tool to handle customer interactions. But let's cover the actual pricing plans. 💸

Enterprise plan ($89/seat/mo)

When you choose Kustomer’s Enterprise plan, you get a mature, full-featured customer support stack built for teams that want to break free of ticket queues and unify conversations across multiple channels.

At $89 per seat/month, Enterprise gives you foundational features that cover most support needs out of the box.

Important to note: There's only annual billing and the listed price is for minimum of 8 seats. So, you'll have to pay $8,544 per year on this plan, up front.

With Enterprise, you get:

• Conversational timeline to view all customer interactions as a cohesive journey
• Tasks, automations, and rules to orchestrate workflows and reduce manual effort
• Data and file storage (within defined limits)
• Standard reporting and custom reports for deeper analysis
• Omnichannel support (email, chat, SMS, voice, etc.) so you can handle customer messages and support tickets across all touchpoints
• Basic support (no extra cost) and product uptime SLA credits
• Support for internal + public self service knowledge base articles, customer portals, custom objects, and integrations (within the Enterprise limits)
• Webhook limits, queue limits, attributes, API rate limit, brand count, etc. are also part of your quotas and constraints in this tier

In the seat-based model, AI add-ons (such as AI Agents for Customers at $0.60 per engaged conversation, or AI Agents for Reps at $40 per user/month) are billed separately on top of your seat cost.

Kustomer also offers “all-inclusive” bundles (Enterprise Bundle at $129/user/month) that wrap in AI features. There are some things that work well in this plan, while others may have you looking at Ultimate instead.

Strengths:

• Cost predictability: you know your base “seat” cost, and you can estimate AI and usage overheads
• Solid feature set that covers most support use cases
• You maintain fine control over quotas, workflows, limits, and customizations

Tradeoffs:

• Some features are capped (e.g., number of queues, webhook limits,) which might hit fast with high scale and large volumes of customer interactions
• AI must be purchased as add-ons, so the total cost depends heavily on your usage
• For very large or fast-growing teams, the constraints (quota ceilings, rate limits) might require bumping to a higher tier

Ultimate plan ($139/seat/mo)

When you move up to Ultimate, you unlock advanced capacity, AI readiness, and enterprise security.

Ultimate is priced at $139 per seat/month under similar terms (annual billing, minimum seats).

In Ultimate, you get everything from Enterprise plus:

• Skills-based routing which allows more intelligent assignment of conversations based on agent expertise
• Greater quotas on customer data, file storage, number of queues, webhook limits, etc.
• Real-time Pulse Dashboard for live monitoring of team health and metrics
• SCIM and SAML SSO for enterprise identity and access control
• Full AI add-on support (AI Agents for Customers, AI Agents for Reps) as first-class options
• Custom permission sets, stronger security features (e.g. data masking), and expanded brand / language support
• A Customer Success Manager, higher SLA, and more enterprise support coverage

Because Ultimate is built for scale and advanced operations, it allows you to stretch beyond the quotas imposed on Enterprise, which means fewer friction points as your team and conversation volume grows.

When to choose Ultimate:

• The seat cost is about $50 more per user/month compared to Enterprise. In real-life terms, you'll pay $13,344 per year for Kustomer on this plan, up front, for 8 agents.
• To justify that gap, your use case should require advanced routing, identity management, real-time operations, or heavy AI usage.
• If your AI usage is high, or you need SCIM, SAML, or more generous quotas, Ultimate will likely pay for itself by avoiding workarounds or operational bottlenecks.
• If most of your support load is modest, Enterprise + AI add-ons might be just enough.

✨ Switch from Kustomer to save +$1k/mo and get the fastest AI-powered support platform →

Kustomer add-ons pricing

AI agents for customers ($0.60/chat)

If you want to automate customer conversations, you can let Kustomer agents talk while your own agents are outside of their work hours or simply busy with something else. You pay $0.60 per engaged conversation.

An "engaged" conversation happens if a customer interacts and the AI (an AI Agent for Customers) responds or takes meaningful action, it counts. If the AI is never triggered (for example, the conversation is handled fully by humans from the start), that conversation does not get charged to your account.

This means that every time a customer talks to AI, you pay $0.60. For example, 50 conversations per day would set you back $30 or a cool $900 each month.

The problem is that Kustomer charges for engagement rather than resolution. For example, Intercom charges $0.99 per resolution. This means you only pay if the AI actually helped the customer, while Kustomer charges you regardless of how useful it's been. Also, there are more affordable competitors like Featurebase who offer totally unlimted AI responses altogether.

In short, the AI agents are pretty expensive and you have to account for these hidden costs as your business grows or if you plan to invest more in AI powered automation in the future.

AI agents for reps ($40/user/mo)

This part of the customer service platform is pretty straightforward: you use AI during customer calls and messages to help agents surface the right information. In theory, this improves agent productivity and enhances customer experience.

The problem is that at $40 per user per month, it gets very pricey, very fast. It's essentially an internal knowledge base that helps the support team do their jobs better.

Also, other tools such as Featurebase offer this feature built into their standard plans, with features such as Copilot and Knowledge Hub.

Kustomer pricing vs competition

If you need a unified customer view from one platform, advanced analytics tools, and the ability to anticipate customer needs, Kustomer is far from the best option in the market due to its premium pricing. Here are some alternatives to consider instead:

So, is Kustomer worth it?

Kustomer is a comprehensive enterprise customer support platform, but its pricing is extremely expensive, skyrocketing to thousands of dollars per month, even for mid-sized teams.

Featurebase (👋 that's us) is a modern & affordable Kustomer alternative with an AI-powered support inbox & help center. You get all the same features, plus roadmaps, feedback management, and product updates, in a much more affordable package. It's loved by thousands of companies like Lovable, Polymarket, and Raycast.

What's best is that it comes with a Free plan, and you can migrate your existing knowledge base with one click, so there's no downside to trying it out! 👇

✨ Automate your support with the fastest AI-enhanced Inbox today →