Helply (formerly Groove) vs Pylon (2026): which should you pick?

Pick Helply (formerly Groove) if

• Fits if you run a small B2B or SaaS support team that wants AI agents included
• Makes sense if you are a Groove customer, as the page says your current price is locked

Look elsewhere if

• Pricey if you are alone or a pair: Starter is $99 a month for up to 2 agents
• Watch out: AI credits are capped per plan, with top-ups at $40 per 1,000 on Starter, Plus and Team
• Skip it if you want WhatsApp, SMS, Discord or SLAs, which need Team at $499
• Watch out: Pro and Growth are bought through a demo, and Salesforce and SSO need Growth

Pick Pylon if

• Fits if your customers reach you in Slack or Teams and you sell to other businesses
• Works for support and customer success teams that want one queue

Look elsewhere if

• Pricey if you're small: $89 per seat on an annual contract, before AI credits
• Skip it if you want to sign up alone, as trials go through sales
• Watch out: Account Intelligence is $10 per account a month and Phone is $35 per seat a month on top
• Watch out: SAML SSO is an add-on on Advanced and included only on Enterprise

Helply (formerly Groove)

• Groove has been renamed Helply; the product and its old Groove pricing have been replaced by the plans above.
• AI credits are pooled and capped per plan. Starter, Plus and Team can top up at $40 per 1,000 credits; Pro and Growth use a hard cap or an agreed overage rate.
• WhatsApp, SMS, Discord, SLAs and round robin routing need the Team plan at $499 a month; Salesforce and SSO / SAML need Growth.
• Pro and Growth are bought through a demo, and the page shows no self-serve sign-up for them.

Pylon

• Pricing is by seat plus AI credits; the page says credits are bought for a year or as you go and the sales team estimates how many you need.
• Account Intelligence is $10 per customer account a month and Phone is $35 per seat a month, both on top of seat prices.
• Seat prices are quoted on an annual contract, and the page does not show a monthly-billed price.
• SAML SSO is an add-on on Advanced and included only on Enterprise.

Helply (formerly Groove)

Support agent

An AI agent that works with customers directly to resolve issues end to end. It is included on every plan and uses AI credits when it acts.

Assist agent in the inbox

A second agent that works alongside human agents inside each ticket. It is also included on every plan.

Background agents

Agents that watch customer accounts instead of single conversations. Churn, Knowledge, Revenue, Feature request and Insights agents are listed, with the number available rising by plan.

Shared inbox and ticketing

Views, tags, macros, notes, snooze and collision detection on every plan, with SLAs, escalations and agent teams starting on Team.

Chat and help center

Live chat and a knowledge base on your own domain, with AI article writing and AI answers on every plan.

Skills, MCP and custom actions

From the Team plan, agents can be given written skills, memory, MCP connectors and custom API actions, with AI QA and backtesting.

Pylon

Support Agent and Assist Agent

Pylon's agents answer customers and help human agents draft and investigate. They are not separate add-ons but use credits.

Slack, Teams and email in one queue

Support email, a chat widget, SMS, Slack Connect, WhatsApp, Discord and Telegram are on every tier, with Microsoft Teams and Google Chat on Advanced and above.

Automations and skills

Triggers, macros, written skills, MCP connectors and custom API actions are on every tier, so teams can shape what the agents do.

Account Intelligence

A paid add-on for customer success with account notebooks, health scores, scorecards and an account activity timeline.

Knowledge base and surveys

Every plan includes a knowledge base plus NPS and CSAT surveys, with analytics out of the box.

Phone add-on

Calls and texts from inside Pylon, with recordings, transcripts, summaries, call transfers and IVR, are sold as an add-on.

Helply (formerly Groove)

• Starter$99

  per month for up to 2 human agents, billed annually

  2,500 AI credits a month, shared inbox, email and live chat, and a help center with AI article writing. One inbox and 5 rules.

• Plus$199

  per month for up to 5 human agents, billed annually

  5,000 AI credits a month, chat flows, ticket forms, Facebook and Instagram, CSAT surveys, 3 inboxes and 10 rules.

• Team$499

  per month for 10 human agents, billed annually

  15,000 AI credits a month, WhatsApp, SMS, Discord and Slack Connect, SLAs and round robin routing, HubSpot, Jira, Linear and GitHub integrations. Extra agents are $49 a month each.

• Pro$999

  per month for 25 human agents, billed annually

  50,000 AI credits a month, all Background agents, AI reports, up to 3 brands, a customer portal, custom roles and an audit log. Sold through a demo.

• Growth$1,999

  per month for 50 human agents, billed annually

  100,000 AI credits a month, unlimited brands, skills-based routing, account intelligence, SSO / SAML and Salesforce. Sold through a demo.

Pylon

• Professional$89

  per seat, on an annual contract; billing interval not shown

  Core ticketing, analytics, automations, skills, broadcasts, MCP, API and integrations. AI features run on purchased credits. Sold through a demo.

• Advanced$139

  per seat, on an annual contract; billing interval not shown

  Everything in Professional plus RBAC, a customer portal, custom reporting, a data warehouse, Microsoft Teams support and SAML SSO as an add-on. Sold through a demo.

• EnterpriseCustom

  Everything in Advanced plus an MSA, SAML SSO, a sandbox environment and priority support SLAs. Custom quote.

Helply (formerly Groove)

• Annual discount

  15% off with annual billing

  Every plan can be billed monthly or annually; the pricing page says paying annually saves 15%. The prices listed are the annual ones.

Pylon

No public discounts listed.