What are the main alternatives to Chatbase?

The AI customer service agents most often compared with Chatbase are Fin (formerly Intercom), Decagon, Sierra, Ada, Zendesk AI agents, Gorgias, Tidio and Pylon. Decagon, Sierra and Ada are sold through sales to large companies, Gorgias and Tidio focus on online stores, Pylon on B2B teams in Slack, and Fin and Zendesk on teams already using their helpdesks.

Which AI customer service agents let you choose the AI model?

Of the nine compared here, Chatbase is the only one where customers pick the model, from 8 AI providers plus Chatbase Auto. The other eight run models chosen by the vendor (checked 21 Oct 2026).

Which of these AI agents have public pricing and a free trial?

Chatbase, Fin, Zendesk and Gorgias publish prices and offer a free trial you can start yourself, and Tidio publishes prices and has a free plan. Decagon, Sierra and Ada only offer demos, and Pylon sets up trials through sales.

Which AI agents can answer phone calls?

Chatbase, Fin, Decagon, Sierra, Ada and Zendesk have AI voice agents. Fin, Decagon, Sierra and Ada also make outbound calls, while Chatbase answers inbound calls. Gorgias, Tidio and Pylon do not have one, so their phone calls go to people.

How was this comparison made?

Each feature was checked against the vendor's own public pages on 21 Oct 2026. Where a vendor's pages don't cover a feature, the answer comes from its official lists, its trust center or a third-party integration page. Tap or hover a partial symbol in the matrix to see what is missing and where the answer comes from.

Features checked 21 Oct 2026

Chatbase vs Fin, Decagon, Sierra and more

See how nine AI customer service platforms compare on channels, helpdesks, Shopify, APIs and security, one feature at a time.

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Chatbase is feature packed

Feature	Chatbase	Fin	Decagon	Sierra	Ada	Zendesk	Gorgias	Tidio	Pylon
Helpdesk and handoff
Own helpdesk / inbox	Yes	Yes	No	No	No	Yes	Yes	Yes	Yes
Human handoff	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Works with your helpdesk
Zendesk	Yes	Yes	Yes	No	Yes	Yes	No		No
Salesforce Service Cloud	Yes	Yes	Yes	Yes	Yes		No		No
Intercom	Yes	Yes	Yes	No	No		No		No
Freshdesk	Yes	Yes	No	No			No		No
HubSpot	Yes	Yes	No	No	No		No	No	No
Gorgias	Yes	Yes	Yes	No	Yes		Yes	No	No
Front	No	Yes		No	No		No	No	No
Channels and voice
Web chat	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Email	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
WhatsApp	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Messenger	Yes	Yes	No	No	Yes	Yes	Yes	Yes	No
Instagram	Yes	Yes	No	No	Yes	Yes	Yes	Yes	No
Slack	Yes	Yes	No	No	No		No	No	Yes
AI voice agent	Yes	Yes	Yes	Yes	Yes	Yes	No	No	No
Languages (AI agent)	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
SMS	No	Yes	Yes	Yes	Yes		Yes	No	Yes
Microsoft Teams	No	Yes	No	No	No		No	No	Yes
What the agent can do
Knowledge sources	Yes	Yes			Yes	Yes	Yes	Yes	Yes
API actions	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
Procedures / SOPs	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes	Yes
UI in chat (widgets)	Yes		Yes	Yes			Yes
Shopify
Shopify app	Yes	Yes	No	No	No		Yes	Yes	No
Order status and tracking	Yes	Yes					Yes	Yes	No
Product search and recommendations	Yes	Yes					Yes	Yes	No
Cart and checkout in chat	Yes				No	No			No
Returns and exchanges	Yes								No
Cancel or edit orders	No	Yes	No	No			Yes		No
Build and test
Testing / simulation	Yes	Yes	Yes	Yes	Yes				Yes
Analytics / QA	Yes	Yes	Yes	Yes	Yes	Yes	Yes		Yes
Customer picks the AI model	Yes	No	No	No	No	No	No	No	No
API and MCP
Public REST API	Yes	Yes			Yes	Yes	Yes		Yes
Chat with the agent via API	Yes			Yes	Yes		No		Yes
SDKs	Yes	Yes			Yes	Yes			Yes
MCP server for AI assistants	Yes	Yes			Yes	No	Yes		Yes
Webhooks		Yes	No		Yes	Yes	Yes	Yes	Yes
Agent uses external MCP tools	No	Yes	Yes	Yes	Yes	Yes	No	Yes
Buying and trust

Feature	Chatbase	Fin	Decagon	Sierra	Ada	Zendesk	Gorgias	Tidio	Pylon
Sign up online	Yes	Yes	No	No	No	Yes	Yes	Yes
Free trial	Yes	Yes	No	No	No	Yes	Yes	Yes
HIPAA	Yes	Yes	Yes	Yes	Yes	Yes	Yes	No	Yes
Publishes a resolution rate	Yes	Yes			Yes	Yes	Yes	Yes

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Benchmark run · 28 Oct to 5 Nov 2026

Tested on live stores

We ran the same scripted shopping and support conversations with each vendor's AI agent on live stores that use it, and scored every conversation out of 100.

Vendors scored: 8
Live stores: 55
Conversations: 518
Lanes: 4

Vendor	Stores tested	Image to checkout	Shopping	Support
Chatbase	8	9 of 9	83	85.8
Gorgias	6	Unsupported	76.4	87.2
Decagon	4	Unsupported	73.8	81.8
Sierra	12	Unsupported	66.9	86.2
Ada	9	Unsupported	68.9	60.5
Zendesk	10	Unsupported	40.8	56.7

Image to checkout, vendor by vendor

Vendor	Found the product from a photo	Put it in the store's cart
Chatbase	9 of 9 stores	9 of 9 stores
Gorgias	5 of 5 stores	Unsupported
Ada	3 of 7 stores	Unsupported
Sierra	Unsupported	Unsupported
Zendesk	Unsupported	Unsupported
Decagon	Unsupported	Unsupported

Image to checkout: The shopper pastes a product photo, then asks the agent to find it, add it to the cart and check out. We checked each store's real cart after every add-to-cart request. Across the 36 stores in the photo test, only Chatbase both found the product from a photo and put it in the store's cart.
Shopping and Support: Ten-question conversations scored with a rubric adapted from Gorgias's public AI agent benchmark. Scores are points earned out of points reachable; a reasonable clarifying question never counts against an agent.
Sample size: Shopping and Support scores average up to five shopping and four support conversations per store, on 3 to 12 live stores per vendor. * Fewer than 9 judged conversations in that lane. Image to checkout is the share of stores where the agent reached checkout from a shopper's photo, on 4 to 9 stores per vendor.

Compare Chatbase with each competitor

How this comparison was built

Most competitor answers come from that vendor's own website, docs, pricing or trust page.
Where a vendor's own pages don't cover a feature, the answer comes from its official channel or certification lists, its trust center, or an independent review.
Tap or hover a partial symbol in the matrix to see what is missing and where the answer comes from.
Resolution rates are each vendor's own claim and are measured in different ways, so they can't be compared directly.
Checked on 21 Oct 2026. The helpdesk, Shopify, API and MCP rows, and every answer that needed a second look, were checked again on 26 Oct 2026. Vendors change their products often, so some answers may have changed since.

Frequently asked questions

The world’s best customer experiences run on Chatbase

Teams use Chatbase to build AI agents that answer customers on chat, email and voice.

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Chatbase vs Fin, Decagon, Sierra and more

Chatbase is feature packed

Tested on live stores

Image to checkout, vendor by vendor

Compare Chatbase with each competitor

Fin

Decagon

Sierra

Ada

Zendesk

Gorgias

Tidio

Botpress

Botsonic

Freshdesk

Agentforce

Front

LiveChat

How this comparison was built

Frequently asked questions

The world’s best customer experiences run on Chatbase

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