Difference between Basic & Pro Plans
Written by Product Team
Updated on December 13th, 2023
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Contakt's Smart Agent Chat platform offers 2 subscription plans:
- Basic: This is ideal for smaller businesses with up to 20 agents, and offers all the essential features that are required to efficiently handle and resolve customer queries over chat.
- Pro: This is ideal for businesses that either operate a large team of agents, or wish to utilise more advanced features to optimise the performance of their team, and gain richer insights that can help business owners drive process and product improvements, and drive up customer satisfaction.
The table below captures the key differences in offerings between the Basic and Pro plans.
| Feature | SAC Basic | SAC Pro |
|---|---|---|
| Agent Workspace Features | ||
| Livechat Inbox | ✅ | ✅ |
| Case Information Pane | ✅ | ✅ |
| View of Past Conversations | ✅ | ✅ |
| Chat Transfer | ✅ | ✅ |
| Marking a chat as Inactive | ✅ | ✅ |
| Agent Status Selection (Online/Offline) | ✅ | ✅ |
| AI-Powered Chat Summarisation | ❌ | ✅ |
| Canned Responses | ❌ | ✅ |
| Block/Unblock Users | ❌ | ✅ |
| Add / Edit Notes | ❌ | ✅ |
| AI Typing Assistant | ❌ | ✅ |
| Chat Disposition Forms | ❌ | ✅ |
| Custom Chat Closing Fields | ❌ | ✅ |
| CRM Webview Integrations | ❌ | ✅ |
| Agent AI Assist | ❌ | ✅ |
| Team Management Features | ||
| Add / Edit / Delete Agents | ✅ | ✅ |
| Add / Edit / Delete Teams | ✅ | ✅ |
| Team Capacity & Utilisation Indicator | ✅ | ✅ |
| Supervisor Control to update Agent Status | ✅ | ✅ |
| Set / Edit Agent Concurrency | ✅ | ✅ |
| Create / Edit / Delete SLA Policies | ❌ | ✅ |
| Real-Time SLA Alerts for Agents | ❌ | ✅ |
| Queue Management Features | ||
| Real-Time Queue Dashboard | ✅ | ✅ |
| Supervisor Control to Transfer Chats | ✅ | ✅ |
| Automated Team Offline Messages | ✅ | ✅ |
| Automated Queue Position & Wait Time Messages | ❌ | ✅ |
| Automated User Recall Messages | ❌ | ✅ |
| Set / Edit / Delete Business Hours | ❌ | ✅ |
| Admin Controls | ||
| Role Assignment | ✅ | ✅ |
| Enable Feedback Surveys | ✅ | ✅ |
| Bulk Completion of Chats | ❌ | ✅ |
| Mask Personal Identifiable Information (PII) | ❌ | ✅ |
| User Search | ❌ | ✅ |
| Analytics & Reporting | ||
| Traffic Metrics Dashboard | ✅ | ✅ |
| Team Performance Dashboard | ✅ | ✅ |
| Agent Performance Dashboard | ✅ | ✅ |
| Downloadable Reports | ❌ | ✅ |
| Missed Chats Report | ❌ | ✅ |
| SLA Performance Report | ❌ | ✅ |
| CSAT Report | ❌ | ✅ |
| Daily Email Reports | ❌ | ✅ |
