AI plus live customer support
Automate routine questions while keeping a shared inbox, assignment rules, private notes, and a contextual handoff to human agents.
Independent tool overview
Tiledesk at a glance
Tiledesk is an open-core platform for building AI agents, knowledge-grounded chat, multichannel workflows, live support, and human handoff in the cloud or a self-managed environment.
Visit the official Tiledesk site ↗
- Best for
- Teams building multichannel AI support with live human escalation
- Deployment
- Tiledesk cloud, self-hosted, private cloud, or custom enterprise
- Channels
- Web, WhatsApp Business, Messenger, Telegram, SMS, voice, and email
- Models
- Cloud LLMs plus bring-your-own and local Ollama/vLLM options
- Trial
- 14 days with no card advertised
- Starting cloud plan
- €149 per month
- Price checked
- September 1, 2026
Overview
What Tiledesk is
Tiledesk combines a visual AI-agent builder with a customer-support stack. Teams can design multi-step conversations and actions, connect a knowledge base, deploy to web chat and messaging channels, route difficult cases to people, and manage the resulting inbox and operations.
The product is broader than a website chatbot. Current materials position it as an agentic AI operating system for support, information retrieval, internal operations, ecommerce, and other workflows, with MCP tools, APIs, webhooks, cloud and local model options, and multi-agent designs.
Tiledesk is open-core rather than a single uniformly licensed package. Community components are public, but licenses and enterprise entitlements vary by repository and feature. Self-hosting can increase data control, but the customer then owns deployment hardening, upgrades, monitoring, model governance, backups, and incident response.
Use cases
Who Tiledesk is best for
The strongest fit depends on the job you need the product to complete, not the size of its feature list.
Multichannel service
Reuse a core workflow across a website, WhatsApp, Messenger, Telegram, SMS, voice, and email while adapting to channel constraints.
Private or local AI deployments
Run public components and local models in a controlled environment when the organization has the engineering and security resources.
Action-oriented agents
Connect APIs, MCP tools, integrations, and conditional workflows so an agent can retrieve information and perform tightly scoped tasks.
Capabilities
Core Tiledesk features
Visual Design Studio
Build conversation logic, conditions, prompts, knowledge retrieval, actions, and escalation paths through a graph-style interface.
Knowledge base and RAG
Ground answers in approved documents or data using semantic and keyword retrieval, reranking, and supported model providers.
Human in the loop
Transfers difficult or ambiguous conversations to people with context and supports a team inbox and routing.
Self-learning agent
Can propose or generate knowledge improvements from human-resolved cases; changes still need a controlled approval process.
Multichannel deployment
Publishes workflows to web chat, WhatsApp Business, Messenger, Telegram, SMS, voice, and email.
Integrations and actions
Advertises OpenAI, Make, n8n, HubSpot, Customer.io, Brevo, webhooks, REST APIs, AI prompts, and MCP tools.
Live support operations
Includes conversation history, ratings, canned responses, private notes, smart assignment, working hours, activities, and email ticketing.
Self-hosted architecture
Public deployment materials use components such as MongoDB, Redis, RabbitMQ, Qdrant, Docker, Kubernetes, and optional local models.
Process
How the Tiledesk workflow works
Step 1
Choose one bounded job
Start with a narrow support or retrieval workflow, define what the agent may answer or change, and list all prohibited decisions and claims.
Step 2
Curate approved knowledge
Use current source documents with owners, effective dates, permissions, and deletion rules; exclude secrets and unnecessary personal data.
Step 3
Design escalation first
Route low-confidence, safety, billing, cancellation, complaint, legal, vulnerable-user, and explicit human requests to an accountable person.
Step 4
Test channels and actions
Validate retrieval, permissions, identity, destructive actions, duplicate messages, channel formatting, rate limits, and failure recovery.
Step 5
Release with constrained access
Use least-privilege credentials, approval gates for consequential actions, usage alerts, conversation limits, and a kill switch.
Step 6
Review and improve safely
Audit transcripts and outcomes, correct source content, and require human approval before self-learning suggestions become production knowledge.
Cost
Tiledesk pricing and free plan
Tiledesk advertises a 14-day no-card trial, then cloud Pro and Business plans priced in euros plus custom Enterprise. Monthly conversation and AI-token limits are hard service limits: the chatbot or AI features stop when exhausted unless capacity is increased. External channel fees can apply separately.
Trial
14 days free
No-card access to premium features for evaluation.
- Test the cloud product before selecting a plan
- Current pricing FAQ says continued service requires an upgrade
- An older help page still mentions a Free Forever chat plan, so confirm the post-trial state
Pro
€149 monthly or €124/month billed annually
The entry cloud AI-agent plan for a small team.
- Three users included
- 20 AI agents
- Five million AI tokens per month
- 3,000 conversations per month
- 300 knowledge-base items and priority support
Business
€499 monthly or €416/month billed annually
Higher limits, built-in automation, and dedicated support.
- Five users included
- 50 AI agents
- Ten million AI tokens per month
- 5,000 conversations per month
- 1,000 knowledge-base items
Enterprise
Custom
Higher or unlimited published limits, SLAs, and custom integration or deployment needs.
- Unlimited users, agents, tokens, conversations, and knowledge items advertised
- Enterprise support and SLA
- Account manager
- Confirm fair-use, infrastructure, model, and channel costs in the order form
Community self-hosted
Open-source software; infrastructure and operations extra
Public components can be deployed by the user, subject to each component's license and production requirements.
- Cloud, database, vector store, messaging, observability, backups, models, and support are the operator's cost
- Enterprise images or features may require separate credentials and support
- Review every repository's current license rather than assuming one license covers the whole stack
Pricing checked . Check current pricing at the source ↗
Assessment
Tiledesk strengths and limitations
Where it stands out
- Combines AI automation with live-chat operations and human handoff
- Supports both cloud convenience and self-managed deployment
- Model-agnostic approach includes cloud providers and local open-source models
- Visual workflows, APIs, webhooks, integrations, and MCP cover no-code and developer use
- Multichannel support extends beyond a website widget
- Active 2026 changelog and public repositories show continuing development
What to consider
- The €149 starting cloud price is high for a small team that only needs a simple FAQ bot or shared inbox.
- Conversation, token, user, agent, and knowledge-base limits must all be modeled; reaching a conversation limit stops the chatbot and reaching a token limit disables AI features.
- WhatsApp and other carriers or model providers may charge separately, so the Tiledesk subscription is not the full operating cost.
- Current pricing says customers must upgrade after the trial, while an older help page says Chat can continue on a Free Forever plan; confirm the actual current entitlement.
- Open source does not mean every Tiledesk component or enterprise capability has the same license or is production-ready without modification.
- The public Helm and Docker materials warn that deployment templates need production changes; self-hosters must secure secrets, databases, queues, storage, logging, updates, network boundaries, and backups.
- AI agents can hallucinate, expose private information, invoke the wrong tool, loop, send duplicate messages, or take an action based on a malicious prompt in customer content.
- The self-learning feature can turn a one-off human response or mistake into reusable knowledge unless suggested changes require expert approval and provenance.
- Public legal terms date to 2022 and may not describe every current AI model, MCP, self-learning, retention, and subprocessor behavior; cloud buyers should obtain current privacy, DPA, security, and model-training terms.
- High-impact support involving health, finance, legal rights, employment, education, or safety requires narrow automation and qualified human review.
Compare
Tiledesk alternatives
The right alternative depends on the specific output, workflow, controls and budget your project requires.
Business Operations
Voiceflow
Choose Voiceflow for a mature collaborative design environment focused on building and evaluating conversational agents across channels.
Explore Voiceflow →Business Operations
Chatbase
Consider Chatbase for a narrower hosted knowledge chatbot that is faster to deploy when open-source operations and a full support inbox are unnecessary.
Explore Chatbase →Business Operations
Intercom Copilot
Consider Intercom Copilot when the organization already runs Intercom and wants agent assistance inside that established support system.
Explore Intercom Copilot →Questions
Tiledesk FAQs
What is Tiledesk?
Tiledesk is an open-core AI-agent and customer-support platform with visual workflows, knowledge retrieval, messaging channels, live chat, human handoff, APIs, and self-hosting options.
How much does Tiledesk cost?
Cloud Pro is €149 monthly or €124 per month billed annually. Business is €499 monthly or €416 billed annually. Enterprise is custom, and a 14-day no-card trial is advertised.
Does Tiledesk have a free plan?
The community software is publicly available for self-hosting. For cloud service, the current pricing page says an upgrade is needed after the 14-day trial, while an older help page still mentions a Free Forever chat tier. Confirm current entitlement directly.
Is Tiledesk open source?
Many core repositories are public, but the project is open-core and component licenses vary. Enterprise-only images and features require separate credentials. Review the exact repositories and license obligations for your deployment.
Can Tiledesk be self-hosted?
Yes. Tiledesk publishes Docker and Kubernetes materials and supports local models. Its own repository warns that the templates need production adaptation, including external databases, monitoring, security, storage, and backups.
Which channels does Tiledesk support?
Current materials list web chat, WhatsApp Business, Facebook Messenger, Telegram, SMS, voice, and email. Channel-provider fees and policy requirements may apply separately.
Does Tiledesk support human handoff?
Yes. Human-in-the-loop escalation, live chat, team inbox, assignments, notes, working hours, and conversation history are central features.
What happens when a plan limit is reached?
The pricing FAQ says the chatbot stops at the conversation limit, AI features stop at the token limit, and email stops at its limit. Arrange alerts and extra capacity before a production service can fail closed.
Can Tiledesk learn from human support answers?
It advertises self-learning from resolved cases. Treat generated knowledge as a proposal: require an owner, source, expiry, safety review, and explicit approval before it changes production responses.
What are the best Tiledesk alternatives?
Voiceflow is a strong collaborative agent-design option, Chatbase is narrower and easier for hosted knowledge chat, and Intercom Copilot fits teams already using Intercom support.
Bottom line
Our Tiledesk verdict
Tiledesk is unusually flexible for teams that need open-core deployment, multichannel automation, a support inbox, and genuine human escalation in one stack. That flexibility also creates operational complexity. Cloud buyers should clarify post-trial access, hard limits, and current data terms; self-hosters should treat the public templates as a starting architecture, not a turnkey secure production system.
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