Table of Contents

What is Acquire

Acquire is a customer support platform built around omnichannel conversations and a single agent workspace. It combines chat, SMS, email, and live video with routing, prioritization, and SLA alerts to help support teams keep response times consistent while giving agents the customer context they need.

Compared with Zendesk, which emphasizes ticketing and help center workflows, Acquire places more emphasis on real-time messaging and live video for higher-touch support. Against Intercom, which focuses on product-led growth and in-app messaging for smaller teams, Acquire gravitates toward integrations and API-driven workflows to fit larger support stacks. Versus Freshdesk, Acquire’s strengths show in unified conversational history and on-demand video sessions that recreate an in-person interaction.

All of this makes Acquire well suited for customer service teams that need a single workspace to handle multiple channels with support routing and API-driven automation. It is particularly useful for companies that require live video help, tight SLA controls, and the ability to bring external customer data into agent conversations.

How Acquire Works

Acquire centralizes inbound messages into a unified queue where routing rules deliver conversations to the right agent or team. Agents see a complete conversation history and customer profile in one pane, and can pick up across channels such as chat, SMS, and email without losing context.

Workflows and API connectors push customer data from your tech stack into the agent workspace, so prioritization, tagging, and queue assignment can be automated based on attributes like account tier, wait time, or issue severity. For higher-touch issues, agents can launch a live video session from the chat window to recreate an in-person support experience.

Typical implementation flows include connecting Acquire to your CRM and support tools, defining routing and SLA rules, and creating self-service pathways for common issues. Many teams start with chat and rules-based routing, then layer in API workflows and live video support as volume and complexity grow.

Acquire features

Acquire is organized around omnichannel conversation management, agent context, routing, and extensible API workflows. Core capabilities include a unified inbox, live video support, SLA alerts, prioritized routing, and developer APIs for custom integrations. The platform emphasizes bringing customer data into the agent view and enabling flexible automation that fits existing stacks.

Unified omnichannel inbox

A single inbox surfaces chat, SMS, and email threads together so agents do not switch between tools. The unified view preserves full conversation history across channels and reduces handoffs when a customer changes their preferred channel.

Live video support

Agents can start a secure live video session directly from a chat to handle complex issues that benefit from a visual connection. Video sessions are designed to be easy for customers to join without downloads, and they provide a more personal way to resolve product or setup problems.

Routing and prioritization

Routing rules let teams assign conversations by skill, customer attributes, wait time, or custom tags to reduce time to first response. Prioritization can be layered so high-value customers or urgent issues jump ahead in the queue.

SLA and alerting

SLA policies monitor response and resolution times and generate alerts when targets are at risk. That helps teams meet contractual obligations and maintain consistent service levels across channels.

Customer context and CRM data

Acquire surfaces customer details, account history, and relevant CRM fields inside the agent workspace so agents do not need to toggle to external systems. This context speeds troubleshooting and enables personalized responses.

Flexible API workflows

APIs enable automation that shares customer data across your stack and triggers actions like ticket creation, route changes, or data enrichment. Teams use the API to extend Acquire into custom routing, reporting, and orchestration pipelines.

Agent workspace and collaboration

The agent workspace includes internal notes, transfer controls, and a consolidated activity feed so teams can collaborate on tickets without breaking conversational flow. Built-in tools reduce context switching and speed up resolution.

With these features you get a single workspace for conversational support with the ability to bring in external customer data and escalate to live video when needed. The biggest benefit is faster, more informed agent responses across every supported channel.

Acquire pricing

Acquire uses flexible, enterprise-focused pricing that is tailored to team size, channels, and required integrations; for current pricing options and to request a customized quote visit Acquire’s website.

What is Acquire Used For?

Acquire is used to manage real-time customer conversations across chat, SMS, and email while keeping the agent experience centralized. It is commonly used for support teams that need to prioritize incoming requests, maintain SLA targets, and give agents immediate access to customer context.

The platform is also used for higher-touch support workflows where live video or screen sharing can speed up resolution. Customer success teams use Acquire to provide onboarding help and retention-focused outreach, while support ops teams use the platform to automate routing and reporting through its API.

Pros and Cons of Acquire

Pros

  • Unified conversation history: Agents see the entire customer interaction across channels in one pane which reduces context switching and accelerates resolution.
  • Flexible routing and prioritization: Multiple routing configurations and priority rules help push urgent or high-value work to the right agents quickly.
  • Live video support: Built-in video sessions enable human, face-to-face interactions for complex troubleshooting or onboarding.
  • API-driven workflows: Developers can extend Acquire to pull and push customer data across systems which supports automation and custom reporting.

Cons

  • Enterprise orientation: The platform’s focus on custom workflows and integrations means smaller teams may find setup more involved before realizing full value.
  • Custom pricing model: With tailored pricing, budget planning requires engaging sales for a quote which can slow procurement for some organizations.

Does Acquire Offer a Free Trial?

Acquire provides demos and trial access by request rather than having a public free plan. You can request a demo or trial via Acquire’s contact and demo options to evaluate features like omnichannel routing, live video, and API workflows before committing.

Acquire API and Integrations

Acquire provides developer APIs for building custom workflows and synchronizing customer data across your stack. The Acquire API documentation explains endpoints for conversation management, user profiles, and event hooks so teams can automate routing and enrich agent context; see Acquire’s API documentation for technical details.

The platform also supports integrations with CRMs, analytics, and messaging services to connect customer records and notifications. Check Acquire’s integrations list to see supported connectors and partner integrations relevant to your stack.

10 Acquire alternatives

Paid alternatives to Acquire

  • Zendesk – Ticketing and omnichannel support platform with strong knowledge base and reporting capabilities.
  • Intercom – In-app messaging and conversational support designed for product-led teams and customer engagement.
  • Freshdesk – Cloud-based help desk with ticketing, automation, and self-service portal features.
  • Help Scout – Email-first help desk with a focus on simplicity and shared inbox collaboration.
  • LiveChat – Chat-focused support platform with proactive messaging and chat widgets.
  • Salesforce Service Cloud – Enterprise-grade service platform tightly integrated with Salesforce CRM and automation.
  • HubSpot Service Hub – Support toolkit that integrates with HubSpot CRM for unified customer records and ticketing.

Open source alternatives to Acquire

  • Chatwoot – Open source omnichannel customer engagement platform that supports chat, social DMs, and integrations.
  • Zammad – Self-hosted helpdesk with ticketing, automation, and role-based access control.
  • Helpy – Open source customer support platform with ticketing and knowledge base features built for self-hosting.

Frequently asked questions about Acquire

What channels does Acquire support?

Acquire supports chat, SMS, email, and live video sessions. These channels are surfaced in a unified inbox so agents can follow a single conversation thread across modes.

Does Acquire provide an API for custom workflows?

Yes, Acquire offers developer APIs. The API supports conversation management, user profile access, and webhooks to enable automation and integration with external systems.

Can Acquire enforce SLAs and send alerts?

Yes, SLA policies and alerting are built into the platform. Teams can define response and resolution targets and trigger escalations or notifications when thresholds are approaching.

Is Acquire suitable for enterprise support teams?

Acquire is well suited to enterprise and growing support operations. Its routing, prioritization, and API capabilities are designed for teams that need integrations and custom workflows.

How does Acquire handle customer information in conversations?

Acquire surfaces customer context inside the agent workspace. Profiles, CRM fields, and recent activity can be presented alongside the conversation to help agents resolve issues faster.

Final verdict: Acquire

Acquire excels at consolidating conversations into a single agent workspace while adding higher-touch options like live video and developer-friendly APIs. Its strengths are routing, prioritization, SLA monitoring, and the ability to bring external customer data into agent workflows which reduces resolution time and improves support quality.

Compared with Intercom, which offers transparent self-serve pricing and a strong focus on product messaging, Acquire leans more toward enterprise deployments with custom pricing and deeper integration capabilities. If your team needs on-demand video, advanced routing, and API-driven automation, Acquire is a strong option to evaluate via a demo or trial.