Stonly

What is Stonly?

Stonly is a knowledge platform for customer service, built by the France-based company of the same name, that replaces static help articles with interactive, step-by-step guidance. Instead of giving a customer a long article to read, Stonly walks them through a branching flow — a decision tree, checklist, or guided walkthrough — that adapts to their specific situation and surfaces only the steps that matter. That guidance can live inside a hosted help center, an in-app widget, or directly in an agent's help desk, so the right answer appears in context wherever the customer or agent happens to be.

The platform combines four building blocks: an embeddable knowledge base, interactive guides and decision trees, AI features, and analytics. Its AI Answers feature reads your published knowledge and generates conversational responses to customer questions, while Agent Assist surfaces the most relevant guide to a live agent as they handle a conversation. Because guidance is interactive rather than a flat article, Stonly is built around one core metric — self-serve resolution — and reports that customers see meaningful ticket deflection and faster agent ramp-up after switching from a traditional help center.

Stonly integrates with Zendesk, Freshdesk, Salesforce, ServiceNow, and Intercom, and is used by contact centers, marketplaces, banks, insurers, and SaaS companies. It is most valuable for support, success, and customer-experience teams that already have documentation but struggle to make it actually resolve issues. In 2026 the main trade-off is cost: a free Basic tier exists for trying it out, but the platform is priced for funded support organizations rather than individuals or very small teams, and it is purpose-built for customer-facing support rather than internal team wikis or general note-taking.

Stonly Pricing

Basic (Free) — Free plan with up to 400 guide views/month, 5 published guides in a single language (up to 100 steps each), and 1 team member. Good for trying out interactive guides.

Starter ($124/mo, or $99/mo billed annually) — Up to 30 interactive guides, a custom-branded knowledge base, analytics, and help desk integrations (Zendesk, Freshdesk, Front).

Small Business ($249/mo, or $199/mo billed annually) — Unlimited guides, multiple knowledge bases, multilingual content, user targeting, CSS customization, SEO optimization, and Segment integration. Sized for companies under ~100 employees.

Enterprise (custom) — Builds on Small Business with AI Agents, automations, custom integrations, SSO, private knowledge bases, unlimited guide views and team members, and dedicated support.

New accounts start with a 14-day free trial of the paid plan. Stonly's pricing page now routes Starter and Small Business to a demo/sign-up flow; the $124 / $249 figures are the most recently published list prices (verify current pricing before purchase). Pricing last verified June 2026.

Key Features

• Interactive guides & decision trees — build branching, step-by-step flows that adapt to the customer's answers instead of serving a static article
• AI Answers — a conversational AI bot that reads your published knowledge base and generates direct answers to customer questions
• Agent Assist — surfaces the most relevant guide to a live agent in real time as they handle a conversation, cutting handle time and training
• Embeddable knowledge base & widget — host a branded help center or drop an in-app widget that delivers guidance in context, where users get stuck
• Checklists & onboarding flows — guided checklists for customer onboarding and employee enablement that track completion
• User-level analytics — see guide completion, drop-off, and deflection at the individual-user level to find and fix the weakest steps
• Help desk integrations — connect Zendesk, Freshdesk, Salesforce, ServiceNow, Intercom, and Front so guidance lives inside existing support tools
• Multilingual content — auto-translate guides, reuse snippets across articles, and target content by language, segment, or audience
• Versioning & access rights — draft, schedule, and publish content with version history, role-based permissions, and review workflows
• WYSIWYG multimedia editor — author guides with images, video, and embeds using a no-code editor, with metadata and SEO controls

Pros & Cons

Best For

Customer support & CX teams that already have documentation but want it to actually resolve issues through interactive, branching guidance instead of static articles. Self-service-focused SaaS and marketplace companies aiming to deflect tickets with an in-app widget and AI Answers that meet users where they get stuck. Contact centers in regulated industries (banking, insurance) that need consistent, step-by-step agent guidance and Agent Assist to cut handle time and onboarding. Support enablement leads who want user-level analytics to find and fix the exact steps where customers drop off.