Cost logic
Six metrics can reshape the same-looking licence
The metric determines what grows the bill. Procurement should model the future operating structure, not just today's named support agents.
| Model | Can fit when | Main scaling risk |
|---|---|---|
| Per agent | A small stable support team handles everything | Cover, experts and occasional responders add seats |
| Per channel | Many responders share a few Teams channels | Brands, languages and departments multiply channels |
| Per widget/domain | The organisation has few websites | Agency and multi-brand portfolios multiply properties |
| Per conversation | Volume is low and predictable | Campaigns and seasonal peaks cross allowances |
| Per message/usage | Conversations are short and controlled | AI and long exchanges create volatility |
| Enterprise quote | Complex scope is bundled | Low transparency and implementation cost |
Evidence state
What can be stated publicly—and what cannot
WebChat describes payment per channel and unlimited responders per channel. Social Intents publishes packages with differing widget, domain, conversation and agent allowances. Chat365 states unlimited team members and conversations in its marketplace listing.
None of those statements proves a universal price winner. Current numeric WebChat prices and symmetric Chat365 commercial terms are not independently verified, so this page publishes no invented saving percentage or break-even amount.
TCO worksheet
Put every scaling unit into the same calculation
- active, occasional, external and cover responders
- Teams channels, websites, brands, domains and languages
- monthly conversations, messages and seasonal peak
- social messaging, WhatsApp and AI consumption charges
- Microsoft, Power Automate or Azure prerequisites
- implementation, training, privacy review, support, export and migration
Break-even logic
Choose by the resource that actually grows
Many experts plus few channels makes per-channel worth testing first. Few full-time agents plus many brands or language queues can favour per-agent pricing. Domain-heavy portfolios need property limits; volatile campaigns need conversation and usage headroom.
Run the same workload in a proof of concept. Confirm who may answer, how overflow is routed, which channel is chargeable, what happens when a limit is crossed, and how the contract treats temporary staff and future websites.