Actively maintained helpdesk with modern AI
Kayako is an established helpdesk with a long history. Replynivo is actively maintained with frequent releases, a growing community, modern AI capabilities, and 12+ messaging channels on every paid plan.
- Actively maintained with weekly releases and a transparent roadmap
- 12+ channels including WhatsApp, Instagram, and Telegram
- Captain AI agent and copilot for customer answers, reply drafts, and summaries
- Modern stack: Ruby on Rails and Vue.js
- Open source with self-hosting, so there's no vendor lock-in risk
At a glance
Free plan
- Replynivo
- Yes
- Kayako
- No
AI copilot
- Replynivo
- Yes
- Kayako
- Yes
AI agent not billed per resolution
- Replynivo
- Yes
- Kayako
- No
Self-hosted option
- Replynivo
- Yes
- Kayako
- Classic only
Open source
- Replynivo
- Yes
- Kayako
- No
Feature comparison
See how Replynivo and Kayako compare across key features.
| Feature | Replynivo | Kayako |
|---|---|---|
| Messaging Channels | ||
| Website live chat | Yes | Yes |
| Yes | Yes | |
| Yes | Yes | |
| Instagram DMs | Yes | Yes |
| Facebook Messenger | Yes | Yes |
| Telegram | Yes | No |
| LINE | Yes | No |
| SMS | Yes | Yes |
| TikTok DMs | Yes | Yes |
| API channel | Yes | Yes |
| AI & Automation | ||
| AI copilot for agents | Yes | Yes |
| AI-powered replies | Yes | Yes |
| Chatbots / bot builder | Yes | Per resolution |
| Automation rules | Yes | Yes |
| Canned responses | Yes | Yes |
| SLA management | Yes | Yes |
| Team Collaboration | ||
| Shared inbox | Yes | Yes |
| Private notes | Yes | Yes |
| Team assignments | Yes | Yes |
| Agent collision detection | Yes | No |
| Labels and tags | Yes | Yes |
| Contact segments | Yes | No |
| Reporting & Analytics | ||
| Conversation reports | Yes | Yes |
| Agent performance reports | Yes | Yes |
| CSAT reports | Yes | Yes |
| Live dashboard | Yes | No |
| Team reports | Yes | No |
| Custom report filters | Yes | No |
| Deployment & Security | ||
| Cloud hosted | Yes | Yes |
| Self-hosted option | Yes | Classic only |
| Open-source code | Yes | No |
| SSO / SAML | Yes | No |
| Audit logs | Yes | No |
| Custom data retention | Yes | No |
| API access | Yes | Yes |
Why teams switch from Kayako
Common pain points that lead teams to explore alternatives.
No free plan
Kayako One, the current help desk, is a paid product with a 14-day trial. Replynivo has a permanent free plan for live chat and publishes per-agent pricing for everything else.
Telegram and LINE not listed
Kayako lists email, chat, voice, SMS, WhatsApp, and social channels, but does not mention Telegram or LINE. Replynivo includes both, with its other messaging channels, on every paid plan.
AI billed per resolution
Kayako's AI agent, Kay, is billed per resolved ticket. Captain, Replynivo's AI agent and copilot, is available on paid plans and billed in credits, not per resolution.
Vendor lock-in risk
With any closed-source platform, your data and workflows depend on the vendor's roadmap. Replynivo is open source, so you always have access to your code and data.
How Replynivo is different
What makes Replynivo the right choice over Kayako.
12+ messaging channels
WhatsApp, Instagram, Telegram, email, live chat, TikTok, LINE, SMS, and more. All included on every paid plan.
Captain AI agent and copilot
Captain helps agents draft replies faster, flags customer intent, and recaps long threads. Available on paid plans, billed in credits.
Modern tech stack
Built on Ruby on Rails and Vue.js with a modern REST API. Easy to extend, integrate, and customize.
Transparent per-agent pricing
Free plan for small teams, paid plans from $699/agent/mo. No hidden fees, no conversation limits.
Actively maintained open source
37k+ GitHub stars, weekly releases, and a transparent public roadmap. Community-driven development ensures longevity.
Self-hosting flexibility
Docker, Helm charts, and one-click cloud deployments. Host on your infrastructure for data sovereignty.
Common questions
Answers to frequently asked questions about switching from Kayako to Replynivo.
Is Kayako still actively maintained?
Yes. Kayako now sells Kayako One, a cloud help desk with an AI agent called Kay, and keeps the older Kayako Classic as a separate download product. Replynivo offers weekly releases, open-source code, and one product for cloud and self-hosting.
Can I migrate from Kayako to Replynivo?
Yes. Replynivo's API supports importing conversations, contacts, and historical data. The migration path depends on your Kayako version and data format.
Does Replynivo have Kayako's journey mapping feature?
Replynivo tracks customer context through contact profiles, conversation history, custom attributes, and activity timelines. While not identical to Kayako's journey view, it provides rich context for agents.
How does Replynivo compare to Kayako for self-hosting?
The current Kayako is cloud-only, and self-hosting is limited to the older Kayako Classic download. Replynivo is fully open source, and the same product runs self-hosted with modern Docker and Kubernetes deployments.
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Switching from Kayako?
Try Replynivo free and see the difference. Our team can help you migrate your data and get set up.