Certainly Review (2026)

Guided conversation design for mid-market e-commerce, sitting between a cheap widget and an enterprise platform.

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Not rated yet. Too little published information about Certainly to score it fairly against the rest of the category.

What the score measures. Five things we can verify from published material: whether pricing is transparent, whether the product can act on your systems or only answer from documents, whether the vendor still owns its own roadmap, how much independent review evidence exists, and whether the bill stays predictable as volume grows. Weighted, then scored against an ideal platform that scores 5.

Evidence scoreNot rated yet

Starting priceNot published

Pricing modelCustom / sales-led

Free planNo

Self-serveNo

IndependentYes

BEST FOR: MID-MARKET TEAMS WANTING GUIDED CONVERSATION DESIGN · LAST UPDATED 2026-08-11

Certainly in depth

Certainly is a Danish-founded conversational AI company focused on e-commerce and mid-market retail. Its approach sits between the two ends of this category: more structured than a retrieval widget, more accessible than an enterprise platform with a six-month implementation.

The product centres on designed conversations rather than open generation, with product recommendation built in for retail. That makes it predictable, which mid-market buyers often prefer to clever.

What it does

Conversation designer with guided flows
E-commerce product recommendation
Multilingual support across many languages
Integrations with Shopify, Zendesk and Salesforce
Human handoff with context
Analytics on conversion and containment

More detail on how it works

Public information about Certainly is thinner than about its larger competitors, which is why we have left it out of some comparisons and why the evidence score on this page is low.

Conversation designer

Structured flows you build and can inspect, rather than a prompt you tune and hope about. Predictable behaviour at the cost of build effort, which is the same trade Botpress makes.

Retail recommendation

Product suggestion inside the conversation, aimed at making support a sales surface. Similar in intent to Zowie, though less developed on attribution.

Multilingual

Broad language coverage, which reflects its European origins and matters for brands selling across several markets.

Setting Certainly up

Realistic time to a working deployment: Hours for answers, weeks for actions. These are the standard steps for this category. We have not published a walkthrough specific to this tool yet.

01
Connect your content
Point the agent at your help centre, docs site or past tickets. Usually a URL and an OAuth grant. Minutes.
02
Let it index
The platform crawls and embeds your content. Anywhere from minutes to a few hours depending on volume.
03
Set the confidence threshold
Decide how sure the agent must be before it answers rather than escalating. This single setting drives both your resolution rate and your bill.
04
Test against real past tickets
Replay questions you have already answered and compare. The most valuable hour of the whole evaluation, and the one most often skipped.
05
Build custom actions
If you need order lookups, refunds or account changes, this is where a developer connects your APIs. Days to weeks.
06
Define the escalation path
Where a failed conversation lands, and whether the transcript travels with it. Broken handoff is the single most common complaint about deployed AI support.
07
Roll out to a slice of traffic
One channel or one ticket type first. Watch escalation reasons rather than deflection rate.

The step that takes longer than they imply. Custom actions. Anything that queries your own systems is engineering work, not configuration, and it is the step teams under-budget most.

What the AI actually does

Every platform here says “AI agent”. It covers a bot that reads your help centre and a system that can refund a customer. This is which one you are buying.

Acts on your systems

Certainly is explicit that its agents choose tools rather than walk a decision tree, and equally explicit that the tools are a list you approve first.

It is built for commerce, and the actions it names are the retail ones.

Agents reason about a goal, choose tools and take real actions in your systems instead of following brittle decision trees
Constrained to approved tools, actions and knowledge, with full audit logs
Named actions are order lookup, returns, claims processing, cart recovery and subscription retention
Commerce integrations include Shopify, Magento, WooCommerce, Stripe and Salesforce Commerce Cloud
Its own published customer results disagree with each other — 97% chat containment at one account, a 43.4% resolution rate at another — which is worth reading as evidence that the number is about the queue, not the software

Who Should Use It

The second list is the more useful one.

Mid-market European retail

Multilingual coverage plus retail features, at a scale below what enterprise platforms target.

Teams wanting designed conversations

If unpredictable generated replies are a concern, a flow-based product addresses it directly.

Brands where support and sales overlap

Product recommendation inside support conversations, if that fits your brand.

Who should look elsewhere. Small stores wanting to deploy this week — the sales cycle alone rules it out, and Tidio or Gorgias are cheaper and faster. Also not for enterprise buyers who need the compliance posture and scale evidence that Ada or Decagon can demonstrate.

Strengths and Weaknesses

What Works

Sensible middle position between cheap widgets and enterprise platforms.
Retail features built in rather than bolted on.

What Does Not

Thin public information and limited independent review evidence, which makes it hard to evaluate honestly from outside.
Less well known than competitors at both ends of its range.

Certainly pricing

Certainly does not publish pricing. Expect a demo and a volume-based quote.

Against Gorgias at a published $10 to $900 a month, or Tidio's free tier, Certainly's absence of public pricing is a real disadvantage for a mid-market buyer who wants to compare before committing.

The full arithmetic

Ask what counts as a billable conversation and how the rate behaves at seasonal peaks, which is the question retail buyers most often forget.

Custom and private pricing

Certainly does not publish a rate. You have to ask, which means a sales conversation before you can compare it against anything else on this site.

Request a demo ↗

Ask two things on that call: what triggers a billable event, and what the rate is at twice your current volume.

INTEGRATIONS

ShopifyZendeskSalesforceMagentoWhatsAppMessengerInstagram

Our Recommendation

Who we would tell to buy this, and who we would not.

Certainly occupies a reasonable position — designed conversations and retail features for mid-market European brands, between the cheap widgets and the enterprise platforms. The multilingual coverage is a genuine strength. What we cannot do is tell you how it compares in practice, because the public evidence is thin: no published pricing, few independent reviews, and less written about it than about competitors at either end. If it reaches your shortlist, the trial has to do more work than usual.