Help Scout vs AeroChat: Per-User Helpdesk vs Requests Resolved in Chat
AeroChat resolves the customer’s request inside the chat, and Help Scout is a helpdesk where your team answers email and chat, priced per user. Help Scout suits a support team that works mostly from email and wants a shared inbox, a help center and per-user pricing. AeroChat suits an online store that wants customers to ask, pay and get delivery updates in one conversation, on WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat, web chat and email, with the store, payments, couriers and other systems connected.
Help Scout and AeroChat at a glance
| Help Scout | AeroChat | |
|---|---|---|
| What it is | A helpdesk with shared inboxes, a help center, live chat and an AI assistant | Chat infrastructure that runs your customer service and sales workflows, for online stores and service businesses |
| Pricing model | A price per user a month, plus US$0.75 per AI resolution | Flat monthly plans sized by AI responses, with no per-resolution fees. Your team’s replies don’t count toward the plan |
| Channels | Email, live chat, SMS, WhatsApp, Instagram and Messenger | Web chat, WhatsApp, Instagram, Messenger, Telegram, email and TikTok Shop buyer chat, plus comment replies on Instagram and Facebook. Shopee and Lazada are supported too |
| What it does in chat | Your team answers tickets with AI drafts and summaries. The AI assistant answers questions and is charged per resolution | Answers from your store data, recommends products, sends a payment link and confirms payment in the chat, books delivery, starts returns and runs any workflow you describe |
| Setup | Set up inboxes and a help center. Workflows and integrations depend on the plan | Connect your store (Shopify, WooCommerce or Wix) and your channels. Describe a workflow in your own words, add the system’s key, and AeroChat builds it |
Help Scout details from helpscout.com/pricing, checked 11 November 2026.
Where AeroChat is different
It works alongside your current helpdesk, or replaces it
Most helpdesks route a ticket to a person. AeroChat resolves the request in the conversation, and passes only what needs a person to your team. You can keep your existing setup and let AeroChat sit on top, or run your customer chat on AeroChat alone.
It finishes the job in the chat
When a customer says “I’ll take it”, AeroChat sends an Airwallex payment link in the same conversation, detects the payment and confirms the order. The customer never types “paid”. In Malaysia it then books the delivery with POS Malaysia and sends the tracking number in the same thread. AeroChat never sees card numbers and never holds your funds.
One allowance, sized by AI responses
AeroChat plans are sized by AI responses a month. Admin users are not limited, a bigger contact list does not change the plan, and your team’s replies never use the allowance.
Your store is built in
Shopify, WooCommerce and Wix are built in. AeroChat reads your products, stock and orders, verifies the customer before it shares an order, and answers from live data instead of a static FAQ.
When Help Scout may suit you better
- Your support is mostly email. Help Scout is built around shared email inboxes, saved replies and a help center. An email-first team may prefer it.
- You need Salesforce or Jira links on tickets. Help Scout lists Salesforce, Jira and HubSpot integrations from its Plus plan.
Pricing as of November 2026
Help Scout plans, from its pricing page, in US dollars, per user a month. The page shows a yearly option at 16% off.
| Help Scout plan | Price per user a month | What it adds |
|---|---|---|
| Free tier | US$0 | 5 users, 1 inbox, 1 Docs site, 100 contacts a month |
| Standard | US$25 | Several inboxes, live chat, WhatsApp, Instagram, Messenger, basic workflows |
| Plus | US$45 | Advanced workflows, customer portal, Salesforce, Jira and HubSpot integrations |
| Pro | US$75 | Unlimited workflows, SSO, HIPAA, sales-led |
The AI assistant costs US$0.75 per resolution on every plan, with an optional monthly spending cap. A resolution counts when the customer gets an AI answer and does not escalate. Standard and Plus have a 15-day free trial. For a fuller breakdown, see Help Scout pricing explained.
AeroChat has flat monthly plans sized by AI responses, with no per-resolution fees. Your team’s replies don’t count toward the plan, admin users are not limited, and every plan has a 7-day free trial. See current plans on the pricing page.
Switching from Help Scout to AeroChat
- Connect your store. Shopify, WooCommerce and Wix are supported, so AeroChat answers from your products, stock and orders.
- Connect your channels. Web chat, WhatsApp, Instagram, Messenger, Telegram, email and TikTok Shop buyer chat all run from one place.
- Bring your knowledge across. Add your policies, FAQs and pages so the answers match what your customers already get.
- Describe your workflows. Order status, returns, product questions and taking payment in the chat. AeroChat builds each one from your description.
- Keep Help Scout if you want. AeroChat can answer in chat and pass only what needs a person to your team, so you can run both.
Questions
Is AeroChat or Help Scout better for an online store?
If you want customer requests resolved in the chat, including payment and delivery, AeroChat is the better fit. If your team answers mostly by email and wants a classic helpdesk, Help Scout is an option to look at.
How much does Help Scout’s AI cost?
As of November 2026, US$0.75 per resolution, on top of the per-user plan. AeroChat has no per-resolution fees: plans include AI responses, and your team’s replies don’t count.
Can AeroChat take payment inside the chat?
Yes. AeroChat sends an Airwallex payment link in the conversation, detects the payment and confirms the order in the same chat. The customer never has to type “paid”. AeroChat never sees card numbers and never holds your funds.
Can I try AeroChat before switching?
Yes. Every plan has a 7-day free trial, and no credit card is needed. Connect your store and a channel, and message your own number to see it answer and take an order.
Answer customers where they already message you
Sign up, connect your store and a channel, and send your own number a return request. See AeroChat check the order and start the return.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.