Last updated 07-02-2026
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Tactful
Tactful is an agentic customer experience platform that unifies every support channel into one workspace. Agents handle complex cases while automation resolves routine requests across WhatsApp, email, Facebook, Instagram, web chat, and SMS.
The platform combines a unified inbox, AI agents, real-time analytics, visual automation, and governed actions that connect to CRM and order systems. AI classifies intent, routes conversations, drafts replies, and can execute actions like refunds or order lookups within rules your team defines.
It is built for customer service teams, CX managers, and supervisors at ecommerce, hospitality, financial services, and digital businesses. Clients include Accor, Mubadala, ELARABY Group, and Birmingham City Council. The company was founded in Egypt and is headquartered in Cambridge, UK.
Every channel lands in one inbox with full conversation history across WhatsApp, email, and social
AI agents resolve routine requests end to end, from intent detection to governed refunds
Visual automation builder lets CX teams create workflows without filing IT tickets
Real-time dashboards track response times, sentiment, CSAT, and SLA compliance live
Governed actions connect to Shopify, Salesforce, and your CRM with full audit trails
Skill-based routing assigns conversations by language, priority, and team workload in under a second
Conversation-based pricing means adding agents does not increase your bill.
Governed AI actions include audit trails and manager approval gates for sensitive requests.
Visual automation builder lets CX teams change workflows without engineering support.
Supports Arabic and right-to-left languages with automatic language-based routing.
No public pricing; all plans require a custom quote via demo or sales contact.
Essentials plan caps active automation flows at 30.
No self-serve free tier for teams wanting to test before committing.
What channels does Tactful support?
Tactful supports web chat, email, WhatsApp, Facebook Messenger, Instagram, and SMS. All channels feed into a single unified inbox so agents see full cross-channel history.
How does Tactful pricing work?
Tactful charges per conversation handled, not per agent seat. Plans include Essentials (starting at 3,000 conversations/month), Pro (starting at 5,000 conversations/month), and Enterprise with custom volumes. All plans include unlimited agent seats and require a custom quote.
What counts as a conversation on Tactful?
A conversation on Tactful is a 24-hour interaction window with a customer on a particular channel, regardless of how many messages are exchanged within that window.
Does Tactful support Arabic and right-to-left languages?
Yes. Tactful supports Arabic and right-to-left languages. The platform can detect language and route conversations to multilingual agents automatically.
What integrations does Tactful offer?
Tactful integrates with Shopify, Salesforce, HubSpot, Stripe, SAP, Zendesk, and other systems via REST API and webhooks. Bi-directional sync pulls customer data in and pushes resolution outcomes out.
How long does Tactful onboarding take?
Tactful reports teams can go live in under 7 days. All plans include a 30-day onboarding period. Enterprise plans include dedicated onboarding and migration support.