Service Description
This page describes the ThriveDesk service that our Terms & Conditions and Subscription Agreement refer to. Which parts you get depends on your plan, listed on our pricing page.
1. What ThriveDesk is
ThriveDesk is customer support software delivered over the web. Teams use it to answer customers across email, live chat and other channels, publish a self-serve help center, and let an AI agent handle routine questions. We run and update it for you; there's nothing to install on your servers, apart from our optional WordPress plugin.
2. What's included
Shared inbox
One place for every customer conversation, with assignment, private notes, mentions, tags, saved replies and automation rules. See Shared Inbox.
Channels
Email, live chat, WhatsApp, Messenger and the other channels listed under Channels. Third-party channels depend on the provider's own service and policies.
Live chat
A chat widget for your website or app. See Live Chat.
Help center
A knowledge base hosted by ThriveDesk or inside your own WordPress site. See Help Center.
Neo, the AI agent
Answers customers and drafts replies from the sources you train it on, and hands conversations to your team by the rules you set. See AI training.
Reporting
Built-in reports, custom dashboards and exports. See Analytics.
Integrations, API and MCP
Connections to ecommerce, billing and other tools, a developer API, and an MCP server for AI clients. See Integrations and the API Terms.
3. Hosting and data location
ThriveDesk runs on the infrastructure listed on our Subprocessors page. All ThriveDesk servers are in the United States. Our security practices are described in the Security Overview.
4. Support
Our team answers questions through our contact page, and our help center is open to everyone. We also move your data from Help Scout, Zendesk, Intercom or Freshdesk for free; see Migrate.
5. Availability and maintenance
We work to keep ThriveDesk available around the clock. Planned maintenance is scheduled for quiet hours and announced in advance when we expect noticeable downtime. Uptime commitments and service credits only apply where they are written into a separate agreement with you.
6. Changes to the service
We add and improve features regularly and announce them in our changelog. If we remove a feature that's a material part of a paid plan, we'll tell you at least 30 days ahead.
