Helply (formerly Groove) vs Missive
A side-by-side comparison of Helply (formerly Groove) and Missive on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
2 of the 15 capabilities tracked on both differ.
| Measure | Helply (formerly Groove) | Missive |
|---|---|---|
| Starts at | Usage only | $14/seat/mo |
| Charged per | Not published | Each agent seat |
| AI billed at | $1 per ticket | Not published |
| Included, where the other says no | 2 capabilities | 0 capabilities |
Capability by capability
2 of the 15 capabilities tracked on both products differ.
Channels
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| IncludedIncluded. One of the eight channels feeding Helply's single queue, and on every Classic Groove plan. | IncludedAll plans. Gmail and Google Workspace, Outlook, and generic IMAP. Personal and shared accounts coexist in the same app and coworkers do not see personal email by default. | |
| Live chat | IncludedIncluded. In-app widget on Helply; branded chat widget for web and mobile on every Classic Groove plan. | IncludedAll plans. |
| In-app messenger | IncludedIncluded. | Not published |
| Voice | NoHelply enumerates eight channels and voice is not one of them. Classic Groove offers call logging, which records a call against a conversation rather than carrying one. | Not published |
| SMS | IncludedIncluded. | IncludedAll plans, delivered through Twilio. |
| IncludedIncluded. | IncludedAll plans. | |
| Instagram / Facebook | IncludedClassic Groove only, on every plan, and counted against the plan's channel allowance at $10 per extra channel. Helply's published channel list is Slack Connect, Microsoft Teams, Discord, email, WhatsApp, SMS, in-app widget and a webhook API, and does not include Instagram or Facebook. | IncludedAll plans. Messenger and Instagram. |
| Slack Connect | IncludedIncluded, and threaded into the same queue as email rather than mirrored. Named as a first-class B2B channel: "Slack Connect threading". | Not published |
| Microsoft Teams | IncludedIncluded, alongside Discord. | Not published |
| Video | Not published | IncludedAll plans. Video calls through Twilio. |
Ticketing
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Shared inbox | IncludedIncluded, with unlimited seats. "Bring your whole team. Engineers triaging bugs, AEs reading churn signals, PMs scanning feature requests." | IncludedAll plans. 5 shared accounts and 10 personal accounts per user, poolable across the organisation. |
| SLA policies | IncludedIncluded on Helply, with per-account SLAs called out for enterprise. Classic Groove gates SLA management to Plus and Pro. | Not published |
| Macros / saved replies | IncludedIncluded. Saved replies on Helply; instant replies on every Classic Groove plan, though instant replies that carry actions are Plus and above. | IncludedAll plans. Missive calls these Responses, and they export as HTML. |
| Custom fields | IncludedClassic Groove: customer overview with custom fields on every plan, plus company fields and field categories. | Not published |
Routing & automation
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Round-robin assignment | IncludedIncluded on both products. Classic Groove offers round robin with load balancing on every plan for assignment, but gates chat routing with load balancing to Plus and Pro. | Not published |
| Triggers | Not published | IncludedProductive and above. Up to 1,000 rules. Starter has no rules or automations at all. |
| Workflow builder | IncludedIncluded. "Workflow rules with conditions" on Helply. Classic Groove ships a custom rule builder on every plan but gates time-based rules and advanced rule automations to Plus and Pro. | Not published |
AI resolution
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Autonomous resolution agent | IncludedIncluded at no extra charge. "The AI agent loads full account context, your KB, past tickets, CRM, Stripe, product usage, and only resolves a ticket when it has high confidence in a complete, correct answer." | NoMissive ships no autonomous customer-facing agent. AI is assistive only, so nothing is billed per resolution. |
| Resolution over knowledge base | IncludedIncluded, and trained on resolved tickets and macros as well as articles. | Not published |
| Action-taking (API calls) | IncludedIncluded. Refunds, plan changes, seat provisioning, password resets and rate-limit increases executed across Stripe, the CRM and the auth provider, chained across multiple steps with failure handling. | Not published |
| Handoff to human | IncludedIncluded, on customer-set thresholds. "You set the thresholds, Helply respects them, and the agent log shows every decision it made and why." Handoffs carry the issue, customer history, resolution attempts and full thread. | Not published |
| Guardrails & citations | IncludedIncluded. Guardrails, brand tone and answer format are configurable, with a preview mode for reviewing answers before they go live, and drafts cite account context inline. | Not published |
AI assist
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Reply drafting | IncludedIncluded on Helply. On Classic Groove this is Copilot at $49 per account per month, or the AI assist row, which is blank in the Standard column. | IncludedRequires an AI key or Missive AI credits. Instant drafts and custom prompts. |
| Summarization | IncludedIncluded on Helply. Classic Groove gates AI summarize to Plus and Pro. | IncludedRequires an AI key or Missive AI credits. |
| Translation | Not published | IncludedRequires an AI key or Missive AI credits. "Translate to any language". |
| Auto-tagging | IncludedClassic Groove AI tag suggest, Plus and Pro only. Included on Helply. | Not published |
| Sentiment analysis | IncludedClassic Groove Plus and Pro. Helply replaces it with signal detection: churn language, upsell asks, competitor mentions and plan-limit hits tagged in real time and attributed to the account and its ARR. | Not published |
Knowledge base
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Public help center | IncludedIncluded on Helply. Classic Groove includes a knowledge base per plan allowance, with additional ones priced but not published. | NoMissive is not a ticketing system and ships no knowledge base or help centre. |
| Custom domain | IncludedClassic Groove supports a custom domain on the knowledge base, with either Groove's SSL or your own. Custom HTML and CSS are not supported. | Not published |
Reporting
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Prebuilt dashboards | Not published | IncludedProductive and above. Starter has no analytics. |
| Custom reports | Not published | IncludedBusiness only. Advanced analytics compares users and teams, filters and exports. |
| Raw data export | Not publishedHelply publishes no export UI, format or API reference on the pricing, security, enterprise or migration pages, and docs.helply.com, developers.helply.com and api.helply.com do not resolve. Groove Classic, no longer sold, ticks "Data export" in all three columns of its feature matrix and offers a self-serve JSON export with no plan gate. | IncludedNo plan gate published. Self-serve from Settings > Login & Security across seven categories. |
| CSAT / NPS | IncludedIncluded. Customer satisfaction surveys on Helply; CSAT ratings, customisable rating wording and CSAT reporting on every Classic Groove plan. | Not published |
Collaboration
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| Internal notes | IncludedEvery plan on both products, with @mentions. Lite users on Classic Groove can add notes but cannot reply. | IncludedAll plans. Comments sit inside the conversation and export as CSV. |
| Assignment | Not published | IncludedAll plans. |
| Collision detection | IncludedClassic Groove, every plan. | Not published |
Enterprise
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| SAML SSO | Not publishedNot published for Helply, which has no plan matrix. Classic Groove's Security & Permissions matrix lists exactly four rows, two-factor authentication, mailbox access permissions, teammate roles and public downtime reporting, and SAML SSO is not one of them. | IncludedBusiness only. Okta, Azure AD and Google. This is also the only way to enforce an authentication policy, because 2FA cannot be mandated on Starter or Productive. |
| Custom roles | Not publishedClassic Groove publishes "teammate roles" and mailbox access permissions with no detail on what roles exist or whether they can be defined. Helply publishes nothing on roles at all, which is a notable gap for a product whose selling point is putting the whole company in the inbox. | IncludedUnknown. "Roles and permissions" is listed as a feature with no plan gate stated. |
| Audit logs | Not publishedHelply logs AI decisions ("Every AI action, resolution, escalation, signal, is logged with the source data it used and the decision it made") but publishes nothing about an administrative audit trail or how to retrieve either. Classic Groove's security matrix does not list one. | IncludedUnknown. "Audit trail" appears in the all-plan feature list but no plan gate is stated. It is also absent from the seven export categories. |
| IP allowlist | Not published | IncludedBusiness only. |
| SOC 2 | IncludedNot plan-gated. SOC 2 Type II, with the report and pen-test summaries "available on request" through the Vanta-hosted trust centre. | IncludedAll plans. SOC 2 Type II, audited by an independent California CPA, report on request. Listed on the Starter plan card, so it applies to everyone. |
| GDPR | IncludedNot plan-gated. GDPR is named on the security page, a DPA is offered on request, and Groove publishes a named DPO contact at dpo@groovehq.com. | IncludedAll plans. Dedicated GDPR page. |
| Data residency | Not publishedNo region choice is published. Groove's GDPR article says only that it is "hosted at AWS", and Helply's security page names no region, no hosting provider and no residency option. | NoUnited States only. "all our servers currently originate from the US East 1 (N. Virginia) region." No EU option is published. |
| Right-to-erasure tooling | IncludedNot plan-gated. "Request deletion anytime. We maintain formal retention and disposal procedures to ensure your data is securely purged when you leave." Groove puts a figure on it: removal takes up to 30 days after cancellation. | Not published |
Developer
| Capability | Helply (formerly Groove) | Missive |
|---|---|---|
| REST API | IncludedGroove Classic, no longer sold, ships a documented v1 REST API on every plan. Helply lists "API access" as included in the $1 ticket price and exposes a webhook API as one of its channels, but publishes no endpoint reference. | IncludedProductive and above. Starter has no API access. |
| Webhooks | IncludedEvery Classic Groove plan. Helply exposes a webhook API as one of its eight channels. | Not published |
| Published rate limits | Not publishedHelply publishes no rate limit, and no API reference to carry one. Groove Classic, no longer sold, publishes 200 calls per minute on Standard, 400 on Plus and 800 on Pro. | IncludedAll plans with API access. 5 concurrent requests, 300 per minute, 900 per 15 minutes, with 429 and Retry-After documented. |
Both entries last checked Sep 9, 2026.
What Helply (formerly Groove) costs
- Billing unit
The only plan Helply sells - Free tier
No - AI pricing
$1 per ticket - Vendor calls it
Ticket - Human handoff
Still billed - Reopened chat
Not published - AI billing window
Not published - Data export
None published - Automation export
Not published
3 of 9 not published by Helply (formerly Groove), checked
What Missive costs
$14/seat/month
3 published plans, billed annually- Billing unit
Per active user per month - Free tier
No, 30-day trial - AI pricing
Not published - Vendor calls it
Missive AI credits - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Full
4 of 9 not published by Missive, checked