Some questions about Onlo are asked frequently. We've answered the most frequent of those frequent questions below.
Onlo is an AI-native customer support platform. Unlike traditional helpdesks where humans read tickets and type replies, Onlo's AI agents take direct actions across your stack — pulling Sentry logs, issuing Stripe refunds, filing Linear issues, and closing tickets end-to-end. Onlo is the inbox, the ticketing system, and the action layer in one runtime.
Onlo offers a free trial on every plan. You can connect a channel, set up a starter playbook, and watch the agent handle real tickets before adding a card. After the trial, plans start at $29/month on Starter.
Three plans: Starter ($29/mo, 600 credits, 2 seats), Pro ($99/mo, 4,000 credits, 3 seats, auto-retrain), and Business ($299/mo, 12,000 credits, 6 seats, SSO + SLA). Top-up credits are available at $10 per 500. Full details on the pricing page.
Yes — verified nonprofits and early-stage startups (pre-seed and seed, under $2M raised) get 50% off any plan for the first 12 months. Get in touch to apply.
The Onlo agent is the AI that reads incoming customer messages, classifies intent, looks up customer context across your connected tools, and executes the resolution — whether that's issuing a refund, filing a bug, posting a status update, or replying with a knowledge-base answer. It works across email, Slack Connect, and web chat in one unified runtime.
Everything. Connect your channels, integrate Stripe and Sentry, write playbooks, route real tickets through the agent, and watch it close them end-to-end. No feature gating, no credit cap, no card required to start.
Not yet. Onlo is a young company and we're early in our security maturity journey. SOC 2 is on the roadmap — we plan to begin the audit process and target a Type I report later this year, with Type II to follow.
In the meantime, production data is encrypted at rest (AES-256) and in transit (TLS 1.3), customer data is logically isolated by workspace, and we're happy to walk through our security architecture with any team that wants the detail.
Onlo offers one-click imports from Zendesk, Intercom, Front, and HubSpot Service Hub — tickets, customer records, macros, and knowledge-base articles all migrate intact. For custom helpdesks, the Onlo API ingests historical conversation data as JSON. Contact support for migration assistance.
Yes. Observer seats are free on every plan — they can read tickets, view analytics, and follow approval activity in Slack without consuming a paid seat. Useful for engineering, product, and leadership stakeholders who want visibility without taking actions.
Yes. Onlo runs natively as a helpdesk on its own, and also operates as an AI action layer on top of an existing Zendesk, Intercom, or Front instance if you'd rather not migrate. The integration reads incoming tickets, performs actions, and posts replies back via the helpdesk's API.
Time tracking isn't on the near-term roadmap. The Onlo focus is end-to-end ticket resolution, not measuring time-per-ticket. If you need time tracking on top of Onlo, the API exposes ticket lifecycle events you can pipe into Toggl, Harvest, or similar.
Onlo is cloud-hosted only. For enterprise customers with strict data-residency requirements, Onlo offers regional deployments (US, EU, UK) and BYOC (bring-your-own-cloud) options on the Business plan. Talk to us if this is a requirement.
Onlo uses role-based access (Admin, Operator, Observer) plus per-action approval thresholds. Destructive operations — refunds above a configurable dollar amount, subscription cancellations, public status posts — pause for human sign-off in a dedicated Slack approval channel before executing. Every action is logged with the approver's identity, the playbook that triggered it, and the customer context that justified it.
Yes — the Onlo Affiliate Program pays 35% recurring commission for 12 months on every customer you refer. Anyone with a relevant audience can apply: founders, newsletter writers, podcasters, agencies, or existing Onlo customers. Learn more and apply →
We're working on it. Formal GDPR compliance — including a signed Data Processing Agreement and EU data residency — is on the near-term roadmap but not yet in place.
That said, we already follow GDPR-aligned practices today: customer data is deletable on request, never used to train shared models, and access is workspace-isolated. If GDPR posture is a blocker for your team, get in touch and we'll walk you through where we are and where we're headed.