--- title: Shelf Reviews meta_title: 'Shelf Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 141 reviews by the users' company size, role or industry to find out how Shelf works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 141 scale: '5' date_modified: '2026-08-04' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Shelf Reviews **Vendor:** Shelf **Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) **Average Rating:** 4.7/5.0 **Total Reviews:** 141 ## About Shelf Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use. ## Shelf Pros & Cons **What users like:** - Users appreciate the **ease of finding information** in Shelf, which saves time and keeps everything organized. (2 reviews) - Users benefit from Shelf's **AI optimization** , ensuring their chatbots provide accurate answers to all customer inquiries. (1 reviews) - Users appreciate how Shelf's **AI optimization** simplifies knowledge management, enhancing chatbot effectiveness for better responses. (1 reviews) - Users value Shelf for its ability to **optimize knowledge for AI chatbots** , ensuring accurate answers for all customers. (1 reviews) - Users appreciate the **centralization** of Shelf, enjoying easy access to information and streamlined processes in one place. (1 reviews) - Easy Access (1 reviews) - Helpful (1 reviews) - Users appreciate how Shelf enhances **knowledge management and AI optimization** , streamlining access to accurate information effortlessly. (1 reviews) - Layout Organization (1 reviews) - Navigation Ease (1 reviews) **What users dislike:** - Users find the **editing difficulties** in Shelf challenging, especially when multiple collaborators need to work on a gem at once. (1 reviews) - Users find the **editing limitations** of Shelf challenging, as simultaneous edits by multiple users are not supported. (1 reviews) - Users find the **inefficiency in search functionality** of Shelf frustrating, often requiring extra effort to locate documents quickly. (1 reviews) - Users find the **inefficient search** in Shelf frustrating, as it complicates finding documents quickly when needed. (1 reviews) - Users find the **inefficient search function** frustrating as it often requires extra effort to find documents quickly. (1 reviews) - Lack of Smoothness (1 reviews) - Users note the **missing collaborative editing features** in Shelf, limiting their ability to work together efficiently. (1 reviews) - Search Limitations (1 reviews) ## Shelf Discussions - [Is it a better way to upload pictures (print screen) with better resolution?](https://www.g2.com/discussions/is-it-a-better-way-to-upload-pictures-print-screen-with-better-resolution) - 1 comment, 1 upvote - [View Shelf pricing details and edition comparison](https://www.g2.com/products/shelf-shelf/reviews?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-06+10%3A18%3A08+-0500&secure%5Bsession_id%5D=1abd854b-303d-4cfa-8435-987ce5e07e5b&secure%5Btoken%5D=cd2f56fc2a6a3b9bd72972fb58280f056e5d63e9991edb2f2d611f4c0fbef46f&format=llm_user) ## Shelf Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor - WYSIWYG Editor - Rich Text Editor - Drag & Drop Editor - Customizable Templates - Surveys & Feedback **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations - Full Text Search - Web Notifications - Alerts/Notifications - Website Integration - Social Media Integration - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Risk Data Attributes - Data Transport - Access Management **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Multi-Language **Additional Functionality** - Search/Filter - AI Copilot - Commenting/Notes - Content Publishing Options - Reporting & Statistics - Content Library - Document Classification - Drag & Drop - API - Customizable Branding - SEO Management - Real-Time Reporting - Generative AI - Self Service Portal - Widgets - Mobile Interface - Catalog Management - Online Forums - Email Alerts - Collaboration Tools - Mobile Alerts - Dashboard - Feedback Management - Document Storage - User Management - Live Chat - Chatbot - Knowledge Management - Wiki - Text Editing - SSL Security - Customizable Reports - Customizable Fields - Data Import/Export - Single Sign On - Content Management - Workflow Management - Knowledge Base Management - Activity Tracking - Discussions/Forums - Activity Dashboard - Calendar Management - Communication Management - Document Management **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - Tagging - Upload - Comments **Additional Functionality** - Collaboration Tools - SSL Security - Reporting & Statistics - Customizable Reports - Customizable Fields - Customizable Branding - Data Import/Export - Single Sign On - Content Management - Content Library - Workflow Management - Text Editing - Widgets - Generative AI - Knowledge Base Management - Activity Tracking - Discussions/Forums - API - Live Chat - Activity Dashboard - AI Copilot - Calendar Management - Drag & Drop - Self Service Portal - Communication Management - Commenting/Notes - Catalog Management - Document Management ## Top Shelf Alternatives - [Guru](https://www.g2.com/products/guru/reviews) - 4.7/5.0 (2,260 reviews) - [Bloomfire](https://www.g2.com/products/bloomfire/reviews) - 4.6/5.0 (500 reviews) - [Document360](https://www.g2.com/products/document360/reviews) - 4.7/5.0 (528 reviews)