Stonly Review 2026 - Features, Pricing & Deals
Stonly is a knowledge management platform that helps customer service teams create interactive guides and provide better support. It combines AI-powered answers with customizable walkthroughs to help users find solutions.
The platform specializes in building interactive guides, knowledge bases, decision trees, and checklists that adapt to each user's specific needs. Companies can create step-by-step tutorials, product tours, and troubleshooting guides without writing code. These tools work on websites, help centers, and customer support platforms.
Small teams and large enterprises use Stonly to improve their customer service operations. The platform integrates with tools like Zendesk, Freshdesk, Salesforce Service Cloud, and HubSpot, making it straightforward to enhance existing support systems. The AI Agent Assist feature works directly inside ticketing systems to summarize tickets, suggest knowledge articles, and generate responses for support agents.
Available in multiple pricing tiers starting with a free basic plan, Stonly scales to meet different business needs. Paid plans include user segmentation, analytics tracking, and multilingual support. Enterprise customers get SSO integration, white-labeling options, and automatic guide translation.
Organizations using Stonly typically see fewer support tickets and faster resolution times. The platform's focus on interactive content helps both customers find answers independently and new support agents learn processes more quickly.
Who is Stonly for?
Stonly works well for customer service teams and support organizations that want to reduce repetitive questions while improving user experience. The interactive guide platform helps organizations create self-service content that deflects tickets, saving time for both customers and support staff.
- Customer service teams who need AI-powered agent assist tools to summarize tickets, suggest knowledge articles, and generate responses faster
- Support agents looking for step-by-step playbooks and decision trees directly inside their ticketing systems like Zendesk or Salesforce
- Support team leaders who need to decrease ticket volume and improve resolution times by creating self-service options
- Product managers who want to onboard new users with less support burden and fewer confused customers submitting tickets
- Customer experience specialists focused on reducing friction points by providing contextual help exactly when users need it
- IT departments that need to create clear documentation for employees about internal processes and systems
- Training managers who want to build interactive learning materials that new team members can follow at their own pace
Stonly works especially well for SaaS companies, e-commerce businesses, and any organization with complex products or services that regularly fields the same customer questions.
Online Reviews (Last 6 Months Summarised)
Public feedback on Stonly is limited across review platforms and social media. Users who have shared experiences mention the platform is easy to use with quick implementation, helpful support staff, and success in reducing ticket volume by deflecting how-to questions to self-service. Some note the help center could be more helpful and that certain features may be too complex for some users.
The pricing model is a concern for smaller teams. There isn't much discussion about Stonly compared to more established knowledge base tools, but limited public buzz doesn't necessarily indicate problems with the product itself. Many B2B support tools operate quietly with satisfied customers who simply don't write public reviews.
Features
- Interactive Guide Builder: Create visual, no-code guides with steps, links, surveys, checklists, and live chat embeds that help customers solve problems independently.
- AI Agent Assist: Summarizes tickets, suggests relevant knowledge articles, and generates responses for support agents directly inside ticketing systems like Zendesk and Salesforce.
- Conversational AI Bot: Provides instant answers linked to sources using GenAI and guided flows, pairing structured knowledge with OpenAI models for accurate self-service responses.
- Advanced User Targeting: Track custom user data and properties to launch contextually relevant guides based on specific user characteristics and behaviors.
- Dynamic Task Checklists: Build interactive checklists with completion tracking and detailed analytics to guide users through complex processes.
- Platform Integrations: Connect with ticketing platforms like Zendesk, Freshdesk, Salesforce Service Cloud, and HubSpot to deliver knowledge where agents and customers work.
- Agent Decision Trees: Provide structured guidance for support agents, reducing training time and ensuring consistent problem-solving approaches.
- Performance Measurement Tools: Collect user feedback and measure the impact of knowledge content on business outcomes like resolution time and customer satisfaction, with analytics for topics, trends, and self-service success.
Pricing
- Basic plan is free with 400 guide views per month, up to 5 published guides, 1 team member, and displays Stonly branding.
- Small Business plan costs $249 monthly (or $199 annually with 20% discount), providing unlimited guides, multilingual support, triggers, integrations, advanced customization, and 5 team members. Additional charges apply over 4,000 guide views per month.
- Enterprise plan offers custom quote-based pricing with all Small Business features plus surveys, automatic guide translation, advanced team rights management, white-labeling, SSO, priority support, and a dedicated customer success team.
- 14-day free trial available for the Small Business plan with no commitment.
Frequently Asked Questions
Stonly's interactive guides are step-by-step walkthroughs that adapt to user choices, unlike static knowledge base articles. Instead of making users read long text, Stonly guides show only relevant information based on what the user needs. Users click through steps, answer questions, and follow personalized paths. This means someone troubleshooting a problem only sees steps that apply to their specific situation. Regular knowledge base articles can't change based on user input and often contain too much information that isn't relevant to every reader.
Can I use Stonly without coding skills?Yes! Stonly is built for non-technical users. The guide builder uses a visual WYSIWYG editor where you simply drag and drop elements to create your guides. You don't need to write any code to build interactive guides, checklists, or decision trees. The platform has templates to get you started, and you can add images, videos, buttons, and forms without touching a line of code. Many users get their first guide published within an hour of signing up.
How does Stonly help reduce support tickets?Stonly can cut support tickets by deflecting how-to questions to self-service content. It works in several ways. First, it gives your customers interactive self-service content that's easier to follow than traditional help articles. Second, the Conversational AI Bot provides instant answers using GenAI linked to your knowledge sources. Third, Stonly guides can be triggered right when a user might need help, like when they visit a complex page or seem stuck. The AI Agent Assist also helps agents resolve tickets faster by summarizing tickets and suggesting relevant knowledge articles, which improves overall resolution times.
Can I track how people use my Stonly guides?You sure can! Stonly includes analytics that show you how people interact with your guides. You'll see which guides get the most views, completion rates for each guide, and where users tend to drop off. The platform tracks topics, trends, and self-service success metrics to help you understand what's working. For checklists, you'll get metrics on completion rates and which tasks people struggle with. This data helps you improve your guides and understand what information your users need most. Custom reporting options are also available.
How does Stonly integrate with my existing tools?Stonly connects with many popular business tools. It has direct integrations with help desk systems like Zendesk, Freshdesk, Salesforce Service Cloud, and HubSpot. The AI Agent Assist feature works directly inside these ticketing systems, so agents can access knowledge without leaving their workflow. You can embed Stonly guides in your website, product, or help center using simple widgets. The platform also works with analytics tools to track guide performance. For more custom needs, you can use Stonly's API or connect through Zapier to link with hundreds of other apps. Enterprise users get access to additional integration options and single sign-on (SSO) compatibility.
