Kayako vs Re:amaze
Kayako and Re:amaze, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Kayako
AI-first support platform. Kay AI agent positioned as an autonomous resolver, tagline "Scale Support Not Headcount."
Best for Mid-market to enterprise (retail/ecommerce, SaaS, financial services, healthcare) wanting managed, expert-led AI.
2001 (Jalandhar, India, by Varun Shoor). · London, UK (plus Gurgaon and Singapore).
Re:amaze
Unified helpdesk, live chat, and AI for ecommerce.
Best for Ecommerce merchants (Shopify, BigCommerce, WooCommerce) and SMB online businesses.
2012 · San Jose, California.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- KayakoHybrid: flat platform fee (Kayako One) plus $1 per AI-resolved ticket.
- Re:amazePer agent/mo (Basic, Pro, Plus) plus flat Starter tier (unlimited agents, conversation cap).
- Free plan
- KayakoNot offered
- Re:amazeNo
- Free trial / guarantee
- Kayako90-day AI Agent Pilot with refund guarantee; 14-day trial also cited.(3rd-party)source
- Re:amaze14 days (all Plus features, no card).
- Price
- Kayako$79/mo flat (Kayako One). · Single platform tier. · Enterprise/custom via sales.(3rd-party)source
- Re:amaze$29/agent/mo (Basic, monthly); $26.10 annual. · $49/agent/mo (Pro); $44.10 annual. · $69/agent/mo (Plus); $62.10 annual; Enterprise custom.
- Seat minimum
- KayakoNone stated (legacy Cloud 5, On-Prem 10).(3rd-party)source
- Re:amazeNone. Pay per agent.
- Unlimited agents
- KayakoKayako One flat fee implies unlimited agents, though not stated explicitly.(claimed)source
- Re:amazeYes. Starter $59/mo flat, capped at 500 responded conversations/mo.
- Implementation fee
- KayakoWhite-glove onboarding included.
- Re:amazeNone listed.
- Transparency
- KayakoLow. No plan prices listed publicly; directs to Talk to an Expert. The $1/resolution rate is the only public figure.
- Re:amazeHigh. Prices public.
- Pricing last verified
- Kayako2026-06-02
- Re:amaze2026-06-02
Channels
Where each tool can talk to customers.
- KayakoNative
- Re:amazeNative
- Live chat
- KayakoNative
- Re:amazeNative
- In-app messenger
- KayakoNative (mobile SDK).(claimed)source
- Re:amazeNative (Embed SDK; iOS/Android Mobile SDK).
- Voice
- KayakoListed as a channel (native voice is contested).
- Re:amazeVoIP listed as a channel; also via Aircall, JustCall, RingCentral.
- SMS
- KayakoListed as a channel (native SMS is contested).
- Re:amazeNative (Mobile SMS core channel).
- KayakoNative (unified inbox).(claimed)source
- Re:amazeVia integration (Twilio WhatsApp Business API).
- Social
- KayakoNative. X, Instagram, Facebook, TikTok, LinkedIn.(claimed)source
- Re:amazeNative. FB/Messenger, Instagram; X via custom app.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- KayakoVoice channel listed; native voice/IVR is contested (Twilio suggested as an alternative).
- Re:amazeVoIP and video listed as native; also offered via Aircall, JustCall, RingCentral.
- Voice AI / transcription
- KayakoNot disclosed
- Re:amazeNot disclosed.
- Telephony billed separately
- KayakoNot disclosed
- Re:amazeNot disclosed.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- KayakoYes. Kay triages, drafts, processes refunds, updates shipping, creates users, and closes cases.(claimed)source
- Re:amazeYes. AI Agent (Beta), 24/7, trained on KB articles.(claimed)source
- Copilot / Assist mode
- KayakoYes. Response suggestions, sentiment coaching, auto-translation, duplicate detection, field autofill.(claimed)source
- Re:amazeYes. Pre-drafts replies, summarization, sentiment, FAQ suggestions, AI article generation.(claimed)source
- Claimed automation rate
- Kayako80%+ of repetitive tickets resolved within 90 days; 68% AI resolution rate.(claimed)source
- Re:amazeNot disclosed.
- AI channel coverage
- KayakoEmail, chat, voice, social (X, Facebook, Instagram, TikTok, LinkedIn, WhatsApp), SMS.(claimed)source
- Re:amazeEmail, live chat, social, SMS, VoIP within unified inbox.(claimed)source
- Agentic actions (API) vs answer-only
- KayakoActions via API. Refunds, shipping updates, and user creation through external APIs.(claimed)source
- Re:amazeAgents manage Shopify orders in the UI; autonomous AI actions not documented.
- Knowledge sources
- KayakoKnowledge base, ticket history and resolution data, company docs, customer profile data.(claimed)source
- Re:amazeKB articles (instant updates), customer profile data, conversation history.(claimed)source
- Underlying model
- KayakoNot disclosed
- Re:amazeNot disclosed.
- Trains on past tickets
- KayakoYes. Continuous Learning trains on resolved tickets.(claimed)source
- Re:amazeNot stated; summarization implies some contextual use.
- Pre-deploy simulation / sandbox
- KayakoNo named simulation mode. No-code builder tests rules against historical data.
- Re:amazeNot disclosed.
- Runs on your existing helpdesk vs native-only
- KayakoBoth. Kay can layer onto Zendesk, Freshdesk, Intercom, or Kayako's own helpdesk.(claimed)source
- Re:amazeNative only.
- AI pricing model
- KayakoPer resolved ticket (counts only when Kay solves without a human).
- Re:amazeResolution-based quota per plan; overage $0.85/resolution.
- AI unit price
- Kayako$1 per AI-resolved ticket.
- Re:amaze$0.85/resolution over quota (Basic 20/user, Pro 50, Plus 100).
- Copilot / Assist price
- KayakoBundled into the platform.
- Re:amazeBundled into paid plans, no separate price.
How Open.cx compares
Open.cx runs on top of Kayako or Re:amazeas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- KayakoAWS infrastructure holds SOC 1/2/3; Kayako does not claim its own SOC 2 certification.
- Re:amazeNot disclosed.
- GDPR
- KayakoGDPR referenced; certified under EU-US DPF, UK Extension, and Swiss-US DPF.
- Re:amazeYes. DPA by default; SCCs; GoDaddy EU notices.
- HIPAA / PCI
- KayakoListed as an evaluation criterion, not a confirmed certification.
- Re:amazeNot disclosed.
- SSO / SAML
- KayakoSSO supported; SAML SSO via connectors; 2FA.
- Re:amazeYes. SAML/SSO (Okta, OneLogin, Azure AD, Google).
- Data residency
- KayakoNot disclosed (data may be stored in the EEA, US, or other countries).
- Re:amazeNot disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- KayakoNo native marketplace; hundreds via Zapier (Integrately lists 554). Native connectors: Salesforce, Slack, Teams, WhatsApp, Shopify, Stripe, Jira, GitHub.
- Re:amaze50+ integrations (exact count not published).(claimed)source
- Shopify depth
- KayakoPre-built connector syncing order and customer data into the SingleView timeline; bi-directional.(claimed)source
- Re:amazeDeep. Dedicated Shopify app; view, manage, modify, create orders in helpdesk; AI order bot; 4.4/5, 175 reviews.
- Open / public API
- KayakoYes. RESTful API plus webhooks (developer.kayako.com).
- Re:amazeYes. RESTful JSON API.
- Developer SDK / MCP
- KayakoDev docs exist; no dedicated SDK package named.
- Re:amazeYes. Embed SDK, Mobile SDK (iOS/Android, open-source), Custom Module SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- KayakoYes. No-code builder: describe rules in natural language, AI drafts them, test on historical data, approval gates.(claimed)source
- Re:amazeYes. Trigger-based builder with AND/OR logic.
- Triggers / automations
- KayakoYes. Triggers/monitors with conditions, time-based, and AI-triggered (e.g. sentiment drop escalates).(claimed)source
- Re:amazeYes. Triggers by channel, content, attributes; automated messaging (Cues).
- Routing
- KayakoYes. AI triage auto-classifies and routes; custom SLAs per channel.(claimed)source
- Re:amazeYes. Smart Assign round-robin; department routing.(3rd-party)source
- Macros / canned responses
- KayakoYes. Prewritten responses and macros.(claimed)source
- Re:amazeYes. Macros plus Quick Answers templates.
- SLA management
- KayakoYes. Custom SLAs per channel; performance across intents, channels, and regions.(claimed)source
- Re:amazeYes. SLA expiration triggers; reminders.
Collaboration
How support teams work a queue together.
- Collision detection
- KayakoYes. Helps prevent duplicate effort.(claimed)source
- Re:amazeYes. Holds reply if two agents respond within a 5-min window.
- Side conversations
- KayakoNo named feature; collaboration with experts/vendors referenced.
- Re:amazeYes. Private replies/forwarding to third parties.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- KayakoYes. Semantic search, freshness scoring, content gaps, multilingual.(claimed)source
- Re:amazeYes. Customizable branded FAQ/help center.
- Help center
- KayakoYes. Public help center in Kayako One.(claimed)source
- Re:amazeYes. Embeddable/self-hosted on custom domain or in chat widget.
- Community forum
- KayakoNot offered
- Re:amazeNot offered.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- KayakoYes. Prebuilt dashboards (volume, handle time, FCR, CSAT/NPS, deflection, SLA).(claimed)source
- Re:amazeYes. Live dashboard (volume, response times, browsing, geo).(claimed)source
- Custom reports
- KayakoCustom-report builder not confirmed (legacy product had 100+ reports).
- Re:amazeBuilt-in reporting; custom-build unclear.
- Included in lowest tier
- KayakoPrebuilt reports in the Kayako One base.(claimed)source
- Re:amazeBasic plan: basic reporting; advanced in Pro and up.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- KayakoWhite-glove, expert-led onboarding included; phased 2-4 week implementation; 90-day AI Pilot with refund guarantee.(claimed)source
- Re:amazeSelf-serve (14-day trial); partner training; enterprise white-glove.
- Support channels
- KayakoHelp center (support.kayako.com), Talk to an Expert, email; reviews note responsiveness gaps.(claimed)source
- Re:amazeEmail ([email protected]); in-platform live chat; KB.
- Dedicated CSM
- KayakoYes. CSM as a single point of contact (appears standard).(claimed)source
- Re:amazeDedicated CSM at Platinum partner tier; not standard for customer tiers.
- Implementation partners
- KayakoNo partner directory; ESW/Trilogy implies internal services only.
- Re:amazeYes. Silver/Gold/Platinum partner program.