Tool profile
Stonly: cost, fit and limits
Stonly is a guided-experience platform made by Stonly that builds interactive guides, checklists, decision trees and a knowledge base with AI Answers, and helps support agents with AI summaries and suggested resolutions, for customer service and operations teams.
What to know first
Stonly offers a 14-day free trial of the Small Business plan at account creation and an Enterprise plan by custom quote. Plan prices were not captured. The product centers on interactive guides, checklists, decision trees, a knowledge base with AI Answers, Business Process Agents and AI Agent Assist, which summarizes tickets, suggests a path to resolution and drafts responses. Integrations include Zendesk, Salesforce, Freshdesk, Front, ServiceNow and Segment.
Stonly at a glance
| Maker | Stonly, Not stated on the vendor pages |
|---|---|
| Free plan | Free trial only |
| Entry price | Quote only |
| API access | No |
| Category | Best AI Process Documentation Software in 2026, rank 11 of 12 |
| Website | stonly.com |
Who Stonly is best for
Support teams on Zendesk or ServiceNow
Integrations with major service desks let agents see guides in the ticket, and Agent Assist summarizes the case and suggests a next step.
Teams that document branching procedures
Decision trees and interactive guides handle if-then cases, such as troubleshooting, better than a linear step list in a document.
Companies that want self-serve answers
A knowledge base with AI Answers lets customers resolve common problems before opening a ticket, which reduces repeated agent work.
Stonly plans and pricing
| Plan | Price | What it includes |
|---|---|---|
| Small Business | Not captured | Starts with a 14-day free trial on account creation. The price after the trial did not appear in the captured pricing text. |
| 14-day trial | Free | Free trial of the Small Business plan, begun when the account is created, after which the trial expiry policy of the vendor applies. |
| Enterprise | Custom quote | Enterprise plan sold through sales, with terms and price agreed with the vendor rather than listed on the pricing page. |
Checked November 2026.
What Stonly does
- Interactive guides and checklists
- Builds step-by-step guides and checklists that readers click through, which suits processes where the next step depends on the answer. Authors build them in the product and publish them to customers or agents.
- Decision trees
- Self-serve troubleshooting flows that branch by the user's answers, so a customer or agent reaches the right fix without reading a long article. Each branch can end in a specific fix, which suits repeated troubleshooting cases.
- Knowledge base with AI Answers
- Combines a knowledge base with AI Answers, so a customer can ask a question and receive a response drawn from the company's guides. The pages do not state which plan includes AI Answers, so ask before assuming it comes with the trial.
- AI Agent Assist
- Summarizes tickets, suggests the path to resolution and drafts responses, so a support agent starts from a prepared case summary. It is aimed at agents handling live cases, and the pages do not state a response time or accuracy figure.
- Business Process Agents
- Named on the pages as part of the product's AI features, aimed at automating steps of business processes beyond answering questions. The pages name them but do not detail what a Business Process Agent can do in practice.
- Service desk integrations
- Integrations with Zendesk, Salesforce, Freshdesk, Front, ServiceNow and Segment connect guides to the systems where cases and customer data live. Segment, Rudderstack and Freshpaint are also listed as data-side connections.
How Stonly handles your data
The pages opened did not state where Stonly hosts data, how long it retains it, whether customer content trains the AI Answers or Agent Assist features, or which security certifications the company holds. Integrations with Zendesk, Salesforce and ServiceNow mean ticket content may flow into the AI features, which makes the data question practical for support teams. Enterprise terms are agreed with the vendor. A buyer should request the security documentation, the data processing agreement and the AI subprocessor list before connecting a live service desk.
Where Stonly falls short in practice
- No prices captured. Only a 14-day trial of Small Business and a custom Enterprise quote appeared, so a buyer cannot budget from the pages and must ask for a price at their agent count.
- Support-first design. The feature list centers on guided help, ticket summaries and agent assist, so an internal operations team documenting SOPs gets only part of the product.
- Security details missing. No certification, hosting region or training policy was found on the pages opened, which a procurement team will want answered before connecting ticket data. Ask for them in writing before a pilot that touches live tickets or customer records.
Works with
Alternatives to Stonly
Stonly: common questions
Does Stonly have a free trial?
Yes. A 14-day free trial of the Small Business plan starts when the account is created. The pages note that a trial expiry policy applies afterwards, and the price after the trial was not captured. Ask what happens to guides built during the trial before you rely on them.
What does Stonly Agent Assist do?
AI Agent Assist summarizes tickets, suggests the path to resolution and drafts responses for a support agent. It is aimed at service desks, and the pages name Zendesk, Salesforce, Freshdesk, Front and ServiceNow integrations. Test it on real tickets to see how often the suggestion is usable.
Can Stonly document internal SOPs?
It can build interactive guides and checklists, which cover internal procedures, but the pages emphasize customer service. Teams that mainly need recorded click-throughs or written SOPs may find the decision-tree format heavier than they need. Pilot one procedure of each kind before choosing.
How much does Stonly cost?
Plan prices were not captured. The pages show a Small Business plan with a 14-day trial and an Enterprise plan by custom quote. Request pricing at your agent or user count, and ask whether AI Answers and Agent Assist are included or priced as add-ons.
Does Stonly integrate with Salesforce and ServiceNow?
Yes. The pages list integrations with Zendesk, Salesforce, Freshdesk, Front, ServiceNow and Segment. They do not say which plan includes each one, so confirm the plan for the system you use and ask whether setup needs the vendor's help. Ask what the setup involves for your service desk, such as who configures the connection.