Key takeaways
- The free plan is a trial in disguise. It allows one operator and 25 conversations a month, with a 14-day chat history. Every paid plan removes the conversation cap.
- Paid plans are cheap at the entry level. Solo is $17 a month, Plus is $25, and Expert is $83, all billed annually. Seats are the main thing that raises the price, since Plus includes 3 operators and Expert includes 5.
- AI is an add-on. The Mira AI agent starts at $16 a month for 100 conversations on one site. Each paid plan also includes a set number of AI reply assists, from 50 to 500 a month.
- Visitor video recordings are no longer a selling point. Older write-ups, including the previous version of this article, name them as Smartsupp's standout feature. We could not find them on Smartsupp's current homepage, pricing page, or plan comparison.
- Users rate it well. G2 shows 4.7 out of 5, and most reviewers are small businesses.
- It fits small online stores that want chat first. It is a thinner choice for a team that needs deep ticketing, detailed reports, or an AI agent that does more than answer and recommend.
Smartsupp is a live chat and AI customer service tool built for online stores. It puts live chat, WhatsApp, Messenger, Instagram, and email in one inbox, and it sells an AI shopping assistant called Mira as an add-on. Users like how fast it is to set up and how cheap the entry plans are. The same users say that advanced features and AI depth are thin, and that the bill grows once a team needs more seats. We reviewed it from Smartsupp's public product and pricing pages and from G2, without running a trial. Tidio appears only as one alternative near the end.
Smartsupp at a glance
| Smartsupp | |
|---|---|
| What it is | Live chat and multichannel inbox for websites and online stores, with AI reply tools and an optional AI shopping assistant |
| Best for | Small online stores and service sites that want live chat, WhatsApp, and Messenger in one inbox at a low entry price |
| Not ideal for | Teams that need deep ticketing, detailed reporting, or an AI agent that takes actions beyond answering and recommending |
| Free plan or trial | Free plan with 1 operator and 25 conversations a month; 14-day trial of paid plans, no credit card |
| Starting price | $17 a month (Solo, billed annually); Mira AI agent from $16 a month |
| AI | AI reply assistant on every paid plan; Mira AI agent as an add-on |
| G2 rating | 4.7 out of 5 |
| Our verdict | A low-cost chat tool for a small store, with a ceiling you reach once seats, AI, and reporting start to matter |
What Smartsupp is and who it is built for
Smartsupp is a Czech live chat company that now describes itself as AI customer service software for online stores. Its homepage says more than 100,000 businesses use it. Its customer stories are mostly small and mid-sized e-commerce shops in Europe, and G2's filters show the same: most reviewers are small businesses, and most are in Europe.
The product has three layers. The first is the inbox, where live chat, WhatsApp, Messenger, Instagram, and email arrive together. The second is automation: flows, automatic messages, and an AI reply assistant that rewrites your draft. The third is Mira, an AI agent trained on your product feed that answers questions and recommends products.
That shape suits a clear group of buyers:
- Small online stores that want to talk to shoppers before they buy and have no budget for a full help desk.
- Solo owners and tiny teams that handle chats alone or with one or two helpers.
- Multilingual shops, because Smartsupp translates messages both ways, so an agent can answer in one language while the customer reads another.
- Stores on common platforms. Smartsupp installs in one click on Shopify, PrestaShop, BigCommerce, Shopware, and WordPress, and with a code snippet anywhere else.
It suits fewer teams that need ticketing, service-level rules, or deep reports. Smartsupp's own pages lead with chat, channels, and AI, not with those.
Smartsupp features, capability by capability
Live chat and the multichannel inbox
Live chat is the base. Visitors open a chat box on your site, and your team replies from a dashboard. Live chat, WhatsApp, Messenger, Instagram, and email arrive in one inbox with the full context of each conversation, and a handover from AI to a person keeps the history. The inbox also covers the basics: a visitor list with browsing history and location, file sharing, saved replies called shortcuts, tags, teams of agents, and office hours.
Email is the catch. The free plan has no email, Solo connects 3 email addresses, Plus connects 10, and Expert connects 50. Count your inboxes before you pick a plan.
AI reply assistant and translation
The AI reply assistant polishes a rough draft so that agents can answer faster in the right tone. Each paid plan includes a monthly allowance: 50 reply assists on Solo, 250 on Plus, and 500 on Expert. One click translates a message into the customer's language. That helps a store with shoppers in several countries. Watch the allowance: a busy agent can use 50 assists in a few days.
Mira, the AI shopping assistant
Mira is Smartsupp's AI agent. It reads your website, learns your product feed (up to 30,000 products), follows the name and tone you set, and answers questions around the clock. It recommends products and hands the chat to a person when a customer asks for one or when it does not have enough information. Smartsupp markets it as handling up to 80% of conversations without a human, which is a vendor figure, not an independent one.
Mira is priced apart from the plan. It starts at $16 a month on annual billing for 100 conversations a month on one website, and the page lists tiers up to 5,000 conversations. A store with several sites or markets gets a custom quote. G2 reviewers tag AI limitations among the common complaints, so test it on your own questions before you rely on it.
Flows and automatic messages
Flows are the rule-based automations. You answer routine questions about orders and shipping, collect contact details, or send a visitor to another page. Automatic messages greet visitors and can offer a discount when a shopper reaches a page. The free plan has one message template and one saved reply, and Solo and above have unlimited saved replies. Flows start on Plus, so a Solo store gets automatic messages but not the flow builder.
Integrations, API, and MCP
One-click plugins cover Shopify, PrestaShop, BigCommerce, Shopware, and WordPress. Plus and Expert add API access, webhooks, and a Model Context Protocol (MCP) connection. MCP lets an AI tool such as Claude or ChatGPT search conversations, check agent stats, and send replies from outside the dashboard. A G2 reviewer on PrestaShop praises the JavaScript API, which let them map their cookie consent bar to the chat.
Analytics, customization, and the mobile apps
Analytics cover the basics: chats served, online time, and average response time per case, plus a Google Analytics 4 connection to see how chat affects conversions. Customization covers chat box colors, position, an agent photo and description, and separate designs and texts per language or domain. Matching the widget to a strict brand takes more than colors, and a G2 reviewer on Shoper could not move the bubble higher to clear a reCAPTCHA notice. The web dashboard comes with iPhone and iPad, Android, and Windows apps on every plan, so your team can answer from a desk or a phone.
Support, data privacy, and security
Help from Smartsupp's own team depends on the plan. The free plan has the help center but no direct support, Solo and Plus include customer support, Expert adds priority support, and Ultimate comes with a dedicated account manager. The plan comparison lists data privacy and security as GDPR compliant on every plan. For a store that sells in Europe, that is a useful line to see, and the company's own data processing terms are worth a read before you sign.
What happened to visitor recordings
Smartsupp long promoted visitor video recordings, and its older blog posts and many third-party lists still describe them. We could not find recordings on Smartsupp's current homepage, pricing page, or plan comparison, and the comparison lists a visitor list and filters but no recordings. If recordings are the reason you are shopping for Smartsupp, ask its team whether your plan includes them before you pay.
Smartsupp pricing
Smartsupp sells a plan for the chat inbox and, separately, the Mira AI agent. Prices below are list prices on annual billing, shown without VAT, and every paid plan has a 14-day trial without a credit card.
| Plan | Price per month, billed annually | Operators | What changes at this level |
|---|---|---|---|
| Free | $0 | 1 | 25 conversations a month, 14-day history, live chat, WhatsApp, Messenger, Instagram |
| Solo | $17 | 1 | Unlimited conversations, email (3 addresses), basic automated messages, 50 AI reply assists |
| Plus | $25 | 3 | Flows, API and MCP, 10 email addresses, 250 AI reply assists |
| Expert | $83 | 5, upgradable | 3 websites, 50 email addresses, premium support, 500 AI reply assists, 3-year history |
| Ultimate | From $280 | Custom | Individual limits, dedicated account manager, custom setup |
| Mira AI agent (add-on) | From $16 | n/a | 100 conversations a month on one website, handover to a human |
Source: Smartsupp's pricing page. Prices change, so confirm on Smartsupp's site.
Before you budget, note these:
- Seats are the lever. Solo has one operator. Plus has 3 and Expert has 5, and each extra operator on Expert starts at $24 a month.
- The AI agent is separate. Mira is an add-on on every plan, so a store that wants AI answers pays for the plan and for Mira.
- Annual billing sets the price. The prices above assume a year up front. The pricing page lets you pay monthly, so confirm the monthly figure before you buy.
- Free is a test. 25 conversations a month with one operator covers a trial run, not a live store.
What you will actually pay
| Setup | Monthly cost | How it adds up |
|---|---|---|
| Solo owner, chat only | $17 | Solo |
| Three agents, chat only | $25 | Plus |
| Three agents with Mira | From $41 | Plus $25 + Mira $16 |
| Seven agents with Mira | From $147 | Expert $83 + 2 extra operators at $24 + Mira $16 |
Assumptions: annual billing, list prices, Mira at its $16 entry tier of 100 conversations a month, extra operators at the Expert rate of $24, and no VAT. A store with more than 100 AI conversations moves up Mira's tiers.
What real users say about Smartsupp
G2 shows 4.7 out of 5, and about four in five reviews give five stars.[1] G2 reviews come from invited users, and most are small businesses, so they lean positive.
What reviewers praise
- Ease of use and setup. Ease of use and easy setup are the most common praise tags on G2, and one reviewer says their shop assistant picked it up without any training.[1]
- Fast, personal chat. Reviewers like answering shoppers at the moment of a purchase decision, and one store owner says shortcuts for shipping and delivery questions turn replies into seconds.
- One panel for several channels. A reviewer says they no longer switch between WhatsApp, Facebook, and the website to read messages.
What reviewers criticize
- Price. Expensive and cost appear among the common G2 complaints, and a new store owner says the entry price is hard on low cash flow.[1]
- AI limits. G2 lists AI limitations as a recurring tag, and a reviewer notes that advanced features can be limited on lower tiers.[1]
- Customization and missing features. Missing features is a recurring tag, and a reviewer wants more ways to edit the look of the chat bubble.[1]
Smartsupp pros and cons
Pros
- Quick setup. One code snippet or a one-click plugin, and chats start within minutes.
- Low entry price. A paid inbox starts at $17 a month, and the free plan covers a first test.
- Several channels in one inbox. Chat, WhatsApp, Messenger, Instagram, and email sit together on paid plans.
- Built for e-commerce. Mira reads your product feed and recommends products, and the plugins cover the common store platforms.
- Apps and privacy basics on every plan. iPhone, Android, and Windows apps come with every plan, and the plan comparison lists GDPR compliance throughout.
- Built-in translation. One click translates messages both ways, which helps stores that sell in several countries.
Cons
- Seats raise the bill. Solo has one operator, and a team past 5 pays for each extra one.
- AI is an add-on with a quota. Mira is priced per conversation tier, and reply assists are capped each month.
- Plan limits are tight on cheap tiers. Flows and API access start on Plus, and email addresses are capped on every plan.
- Thin reporting. Analytics cover chats served, online time, and response time, so detailed reports need another tool.
- Recordings are unclear. The feature that older reviews praise is not on the current plan pages.
Who should choose Smartsupp, and who should not
Choose Smartsupp if:
- You run a small online store and want live chat, WhatsApp, and Messenger in one inbox.
- You are a solo owner or a team of up to 3, and the low entry price matters.
- You sell in several languages and want translation built into the chat.
Think twice if:
- You need detailed reports, ticketing workflows, or service-level targets.
- You want an AI agent with live order and cart data inside the chat. Tidio is built for that case, especially on Shopify.
- You want visitor recordings. Ask Smartsupp whether your plan includes them.
See Tidio plans and Lyro pricing
Smartsupp alternatives, briefly
Teams usually look past Smartsupp when seat counts, AI depth, or reporting start to matter. These are the tools we cover on the blog.
| Tool | Best for | Read our take |
|---|---|---|
| Tidio | Small and mid-sized teams, especially Shopify stores, that want live chat, email, and an AI agent in one inbox | Tidio live chat |
| LiveChat | Teams that want a polished chat experience and routing | LiveChat review |
| Crisp | Small teams that want flat workspace pricing instead of per-seat fees | Crisp review |
| Free options | Teams comparing other free live chat tools | Free live chat software |
Tidio is the entry on this list that pairs live chat with an AI agent and store data. Its Free plan includes up to 10 seats and 50 billable conversations a month, and Starter is $24.17 a month on annual billing. Lyro, its AI agent, is sold separately with its own quota and can resolve up to 75% of support requests. Shopify stores get live cart preview and order history inside the chat. G2 shows Tidio at 4.6 out of 5.
Bottom line
Smartsupp suits a small online store: a free plan to try, a $17 entry plan, several channels in one inbox, and an AI assistant you add when you want it. You hit its limits in seat costs, AI depth, and reporting. Start on the free plan or the trial, count how many people will answer chats and how many questions an AI agent should handle, and price Mira before you commit. If you need order data and a stronger AI agent in the chat, compare it with Tidio.
Try Tidio free for your website chat
Related guides
Frequently asked questions
Smartsupp is a live chat and AI customer service tool for online stores. It puts live chat, WhatsApp, Messenger, Instagram, and email in one inbox, and it sells the Mira AI agent as an add-on.
Yes, with limits. The free plan has one operator and 25 conversations a month, with live chat, WhatsApp, Messenger, and Instagram. Every paid plan removes the conversation cap, and each starts with a 14-day trial without a credit card.
Solo is $17 a month, Plus is $25, and Expert is $83 on annual billing, and Ultimate starts at $280 a month. The Mira AI agent is an add-on from $16 a month for 100 conversations.
Yes, in two parts. Every paid plan includes an AI reply assistant that polishes your replies, with 50 to 500 assists a month. The Mira AI agent answers customers on its own, recommends products, and hands the chat to a person when needed. Smartsupp sells it as an add-on.
We could not find visitor recordings on Smartsupp's current homepage, pricing page, or plan comparison. Older articles describe them as a core feature, so ask Smartsupp whether your plan includes them.
Smartsupp's plan comparison lists data privacy and security as GDPR compliant on every plan. Read its data processing terms before you sign if you handle customer data from the EU.
Yes. Smartsupp installs in one click on Shopify, PrestaShop, BigCommerce, Shopware, and WordPress, and on any other site with a code snippet.
Yes. Live chat, WhatsApp, Messenger, and Instagram are on every plan, including the free one, and email starts on Solo.
Both put live chat and several channels in one inbox, and both sell an AI agent: Mira at Smartsupp and Lyro at Tidio. Smartsupp's entry plan is cheaper on paper, at $17 a month against $24.17 for Tidio Starter on annual billing. Tidio's Free plan covers up to 10 seats, and Shopify stores get live cart preview and order history in the chat. Smartsupp limits seats by plan and sells its AI agent per conversation tier, so compare the cost for your own team size and chat volume.
Tidio is a customer service platform that combines live chat, a shared inbox, and the Lyro AI agent. Teams can start on a Free plan, and it is aimed at small and mid-sized businesses, with e-commerce stores as its core audience.
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