Table of Contents

About Acquire

Acquire is a customer service platform built around unified messaging, live video, and an agent workspace that surfaces customer context at every step. It combines chat, SMS, email, and on-demand video to let agents move conversations between channels while preserving full conversation history and customer data.

Compared with competitors such as Zendesk and Intercom, Acquire places more emphasis on live video support and flexible API-driven workflows that push customer context into other systems. While Zendesk focuses on ticketing and broad app ecosystem coverage, and Intercom emphasizes conversational marketing and product-led growth workflows, Acquire bridges messaging and human touch by making video and rich customer context first-class capabilities.

All of this makes Acquire especially useful for support teams that need an omnichannel inbox with fast routing, explicit SLA handling, and the option to escalate to a live video session. It is well suited to mid-market and enterprise customer support teams that want tighter integrations between support conversations and their operational systems.

How Acquire Works

The platform attaches a chat widget or messaging endpoint to your product or website and funnels all incoming customer messages into a shared agent workspace. Messages include contextual metadata from the web session or CRM so agents see customer details without switching apps.

Routing rules and prioritization logic assign conversations to skilled agents or queues based on attributes such as customer type, wait time, or custom fields. Agents can switch channels mid-conversation, escalate to live video support, or hand off to another specialist while the full conversational history remains visible.

Behind the scenes, Acquire supports programmable workflows via APIs that push and pull customer data across your tech stack. Those workflows let teams automate prioritization, update downstream systems, and trigger SLA alerts, which helps reduce manual steps and speed time to resolution.

What does Acquire do?

Acquire organizes customer support around a unified, omnichannel inbox and an agent workspace that preserves context across chat, SMS, and email. Core capabilities include routing and prioritization, SLA and alerting, live video support launched from chat, and APIs for integrating customer context into existing systems.

The platform includes several powerful capabilities:

Omnichannel Messaging

Agents receive and reply to customer messages from chat, SMS, and email in a single view, removing app switching and reducing response latency. The unified view keeps the full conversation chronicle available so agents can pick up where others left off.

Live Video Support

Live video can be launched directly from a chat session by the agent or the customer to recreate a face-to-face interaction for complex issues. This helps resolve technical problems or onboarding scenarios that benefit from visual demonstration.

Routing and Prioritization

Routing rules let you configure multiple assignment strategies based on skill, queue, wait time, or custom attributes so high-value or time-sensitive conversations land with the right agent quickly. Prioritization reduces SLAs breaches by surfacing urgent items first.

SLA and Alerts

SLA configuration and alerting tools let teams enforce response and resolution timelines, escalate tickets that approach SLA thresholds, and create internal notifications for supervisors. This keeps SLAs visible and actionable across teams.

Customer Context and Unified View

Acquire surfaces customer profile data, conversation history, and session metadata inside the agent workspace so agents have the information needed without leaving the chat. That context shortens handle time and reduces repetitive questioning.

API-driven Workflows

The API and webhooks enable integration with CRMs, ticketing systems, and internal tooling so you can push customer data into other platforms or pull contextual signals into Acquire. Automations can update external records, route messages, or trigger custom logic based on conversation events.

With these features combined, Acquire helps teams answer queries faster, escalate when necessary via video, and keep customer context centralized, which reduces friction across support workflows.

Acquire pricing

Acquire follows a business-to-business subscription model with custom tiers and enterprise options rather than a single public price list. Pricing is typically tailored to seat count, feature set, required integrations, and support level.

For current pricing details and package options, view the current pricing options on Acquire’s website. Sales and product teams can provide quotes aligned to your deployment needs and usage patterns.

What is Acquire Used For?

Acquire is commonly used for customer support, technical troubleshooting, and sales-assisted help where retaining conversational context and offering richer assistance such as live video matters. Support centers use it to centralize inbound messaging from websites, mobile apps, and SMS into a single agent workspace.

It is ideal for organizations that need to enforce SLAs, automate routing based on customer attributes, and integrate support conversations into CRMs or back-office systems using APIs. Industries that often use this pattern include retail and ecommerce, fintech, SaaS, and any business that benefits from visual problem solving.

Pros and Cons of Acquire

Pros

  • Unified omnichannel inbox: The agent workspace consolidates chat, SMS, and email so agents can manage conversations without switching tools, improving response speed and context retention.
  • Live video support: Built-in video escalation lets agents resolve complex issues that require visual guidance, which is useful for onboarding, technical support, and demonstrations.
  • Programmable workflows: API and webhook support enable automations that push customer context into CRMs and downstream systems, reducing manual data entry and improving routing accuracy.
  • SLA and alerting controls: Configurable SLA rules and alerts help teams monitor response and resolution times and escalate before violations occur.

Cons

  • Enterprise orientation: Pricing and packaging are geared toward mid-market and enterprise buyers, which can make access harder for very small teams or startups on a tight budget.
  • Customization effort: Getting routing, prioritization rules, and API workflows correct requires some configuration and technical work, which may need developer resources.

Does Acquire Offer a Free Trial?

Acquire offers trial access and product demos. Prospective customers can request a demo or trial to evaluate messaging, routing, and live video features, typically with access to the core agent workspace and sample integrations; contact and trial details are available via the Acquire homepage.

Acquire API and Integrations

Acquire provides developer-facing APIs and webhooks so teams can surface customer data in the agent workspace and sync conversation events with other systems. The API documentation describes endpoints for messaging, user data, and webhook events to build custom workflows.

The platform commonly integrates with CRM and productivity tools such as Salesforce, HubSpot, Zendesk, Slack, and ecommerce platforms; these integrations let teams maintain a single source of truth for customer records and send alerts into collaboration channels.

10 Acquire alternatives

Paid alternatives to Acquire

  • Zendesk — A broad support suite focused on ticketing, self-service, and a large integrations ecosystem suited to teams that need modular support tooling.
  • Intercom — Conversational support and customer messaging platform that combines product-led messaging with bots and in-app help for engagement and support use cases.
  • Freshdesk — Ticketing and omnichannel support with automation and self-service capabilities geared toward growing support teams.
  • Help Scout — Email-first shared inbox with a knowledge base and simple workflows designed for small to mid-sized teams that prefer a lightweight interface.
  • Drift — Conversational marketing and sales messaging platform with live chat and bot workflows that connect support and revenue teams.
  • Front — Shared inbox and collaboration platform that centralizes email and messages with workflow automation and customer context.
  • LiveChat — Focused on live chat and conversational support with add-ons for ticketing and ecommerce integrations.

Open source alternatives to Acquire

  • Chatwoot — Open source customer engagement suite that provides chat widgets, shared inboxes, and basic automation for teams that prefer self-hosting.
  • Zammad — Open source helpdesk and ticketing system with multi-channel support and self-hosting options suitable for technical teams.
  • UVdesk — Open source helpdesk focused on ecommerce workflows with ticketing, automation, and self-hosting capability.
  • Mibew — Lightweight open source live chat system that can be self-hosted for simple real-time messaging needs.

Frequently asked questions about Acquire

What is Acquire used for?

Acquire is used for omnichannel customer support and live agent interactions. Teams use it to centralize chat, SMS, and email into a single workspace and escalate to live video when necessary.

Does Acquire provide an API for integrations?

Yes, Acquire provides APIs and webhooks for developers. The API documentation on their site outlines endpoints for messaging, user context, and event webhooks to build custom workflows.

Can Acquire handle SLA enforcement for support teams?

Yes, Acquire includes SLA configuration and alerting. You can set response and resolution targets, trigger alerts for approaching thresholds, and escalate conversations automatically.

Is live video available in Acquire?

Yes, Acquire supports live video launched from chat sessions. Agents or customers can start a video session during a conversation to recreate an in-person experience for complex troubleshooting.

How does Acquire route conversations to the right agent?

Acquire supports flexible routing and prioritization rules. Conversations can be routed by skill, queue, wait time, customer attributes, or custom logic implemented via API-driven workflows.

Final Verdict: Acquire

Acquire is a focused option for teams that need an omnichannel agent workspace with strong support for live video and programmable workflows. Its strengths are unified conversational context, flexible routing and prioritization, and built-in SLA handling, which help mid-market and enterprise teams reduce resolution time and improve agent effectiveness.

Compared with a competitor such as Zendesk, Acquire emphasizes live, human-led interactions and API-first workflows rather than a pure ticketing paradigm. While Zendesk uses a tiered pricing model and modular add-ons that can be attractive to teams seeking a traditional ticketing approach, Acquire leans toward an integrated messaging and video experience with customization that is usually quoted per deployment, making it a better fit when visual support and tight system integrations matter most.