--- title: ViaSay Reviews meta_title: 'ViaSay Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 50 reviews by the users' company size, role or industry to find out how ViaSay works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 50 scale: '5' date_modified: '2026-07-13' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # ViaSay Reviews **Vendor:** ViaSay **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.6/5.0 **Total Reviews:** 50 ## About ViaSay Provide simple and efficient customer interactions with ViaSay's chatbot and conversational AI platform. ViaSay helps customer service teams overcome common challenges, allowing them to automate large volumes of customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, from simple to sophisticated, allowing for maximum automation of customer interactions and lowest total cost of ownership. ## ViaSay Pros & Cons **What users like:** - Users value the **excellent customer support** from ViaSay, which enhances their experience with proactive assistance and training. (1 reviews) - Users find the **platform's ease of use** invaluable, especially with supportive training and proactive assistance available. (1 reviews) - Users find ViaSay's **efficiency** exceptional, appreciating the swift support and ease of use it provides. (1 reviews) - Users value the **outstanding support** from Laiye, with proactive assistance and training enhancing the overall experience. (1 reviews) - Users value the **exceptional support** from Laiye, with proactive assistance and valuable training for beginners. (1 reviews) - Simple (1 reviews) - Training (1 reviews) - Usability (1 reviews) **What users dislike:** - Users find the **AI limitations** of ViaSay require external assistance, impacting their overall experience despite recent improvements. (1 reviews) - Users find the **advanced flow builder challenging** , often needing assistance despite recent improvements for ease of use. (1 reviews) - Users face a **steep learning curve** initially, requiring assistance for advanced use case development before becoming intuitive. (1 reviews) - Users experience **team dependency** when needing assistance for building use cases, but recent updates have improved accessibility. (1 reviews) ## ViaSay Reviews ### 1. Working with Laiye is a true pleasure **Rating:** 4.5/5.0 stars **Reviewed by:** Elien D. | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2023 **What do you like best about ViaSay?** Laiye excels in the support you receive: our account manager is always ready to assist us with any questions and to set up training and new use cases. Improvements are proposed proactively based on precise analyses that are discussed in recurrent meetings. If you are a starter, this support is of immense value. The platform is straightforward and easy to use. **What do you dislike about ViaSay?** Altering or building use cases in the advanced flow builder requires assistance. However, our account manager was always able to assist in these cases, and Laiye has recently implemented a flow builder 2.0 that makes building use cases much more intuitive and accessible to any user. This point has thus been tackled in the meantime. **What problems is ViaSay solving and how is that benefiting you?** Laiye helps us lowering our Service Centre phone calls by leading customers to the correct information on our website. In case no relevant answer can be found, or human assistance is required, the bot can hand over the conversation to an agent to help the customer within the chat window. ### 2. Excellent BOT to improve our customer service **Rating:** 5.0/5.0 stars **Reviewed by:** María Dolores L. | Coordinadora de servicio al cliente, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about ViaSay?** The support received! Not only for the implementation of the bot on the web but also for all the post-launch follow-up. A team completely willing to provide us with ideas and solutions for the development of the bot, allowing us to achieve the best results. **What do you dislike about ViaSay?** I have no negative comments about the platform! Adding a history of changes made to the use cases could be useful if several agents work on the platform, but we are very satisfied with the platform. **What problems is ViaSay solving and how is that benefiting you?** Reduce the number of contacts we receive in Customer Service; Improve our service and response time, being able to provide a solution at the moment and offering support to our customer 24 hours with accessible information for most inquiries/complaints. ### 3. We successfully implemented our ChatBot! New contact channel available 24 hours a day, 365 days a year. **Rating:** 5.0/5.0 stars **Reviewed by:** Maria Florencia F. | Gerente de Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about ViaSay?** To be able to provide all our customers with a new contact channel, available 24 hours a day, 365 days a year, helping to give each of our passengers the freedom to fly in a fast, efficient, and intelligent way. **What do you dislike about ViaSay?** Everything is positive, it is very simple and easy to use **Recommendations to others considering ViaSay:** Excellent product! **What problems is ViaSay solving and how is that benefiting you?** Being able to provide online and simultaneous support to all users browsing our website, helping to reduce costs and response times in the customer service area, making the entire process more efficient and providing a better experience for users. ### 4. Great collaboration ! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about ViaSay?** The availability of the teams to always support us and educate us at the same time to become more and more autonomous on the platform. Their competencies and friendly communication. **What do you dislike about ViaSay?** Nothing to say about the teams, the training on the platform is challenging depending on the profile you have in your teams but it is totally possible to be autonomous after some weeks of exercise! **What problems is ViaSay solving and how is that benefiting you?** We are reducing our incoming customer contact on questions with low added value and are able to digitalize and personalize the immediate answers we give to our clients thanks to the bot on our website. ### 5. Simple and fast interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2022 **What do you like best about ViaSay?** It's simple, fast and helpful. Easy to use and user-friendly. **What do you dislike about ViaSay?** Sometimes it takes time to load and GUI is not so attractive. **Recommendations to others considering ViaSay:** Easy, User-friendly to use. **What problems is ViaSay solving and how is that benefiting you?** It helps to solve the basic level issues with the customers. ### 6. Great tool, but missing intuitive UX and some important features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2021 **What do you like best about ViaSay?** Ability to quickly set up/edit a basic use case. It has a nice, understandable view. **What do you dislike about ViaSay?** - No overview of the whole flow: you don't know what links to a particular use case and can't click through to another use case. You see everything separately so it's hard to keep track of it and improve the experience for the user. You can't do conversation design without seeing the whole conversation. We have to use a different tool for mapping. - Not possible to track changes: there's no log, so we don't know what was changed and when (or by whom). We can't revert it and can't see whether the change helped. - Not intuitive: it's hard to navigate through the platform without the training. And the advanced use case is unnecessarily complicated, showing a different view in Answers, having multiple names (intent vs use case), etc. - Labeling: it's not the best, more people can't work on it at the same time and it's hard to find the use cases as it uses different naming (from the intents?). It would be better to pick how many cases do I want or so. Also, you can't label directly in/from the Conversations — that would be useful. - CSAT is not customizable: it's very general (doesn't ask about the particular answer so it's not useful), and pops up from the bottom which—according to research—our users find annoying. We had to disable it. What about using a similar approach to popular messaging apps and having an option to choose a thumbs up/down emoji directly on the bot's message? People are used to it. **Recommendations to others considering ViaSay:** The tool's been of great help and works if you can design your flows outside of the platform. **What problems is ViaSay solving and how is that benefiting you?** - Conversation designer/writer can work in Mindsay on their own. No need for developers to do everything. - It's quick. **Official Response from Bonnie Scott Bailly:** > Thanks for your detailed feedback. Please don’t hesitate to contact support@mindsay.com to be sure your issues and/or feedbacks are handled most efficiently. To address your concerns: - Increasing our flow builder capabilities and flexibility is a key focus of our product roadmap for the coming months. You’ll be able to build more advanced flows soon. - Our mission is to enable simple and efficient customer interactions. It's great to get your perspective on our build interfaces and we'll take it into account. - For the labelling, you should be able to label with different labellers at the same time. They just need to make sure they don’t work on the same intents. Please reach support@mindsay.com for more details. - We're sorry to hear about your CSAT concerns. CSAT is widely used by our clients to improve their chatbots. We would be happy to discuss your concerns and solutions in more detail. Please book a time that works for you with ilias, Chief Product Officer: ilias.mindsay.com/30min At anytime, please don’t hesitate to send your feedbacks on our product to support@mindsay.com. Thank you! ### 7. Smooth Chatbot Platform Use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2021 **What do you like best about ViaSay?** The platform is perfect for someone who's new to training bots and the team is helpful! We use this with Zendesk and the connection right now is running smooth. **What do you dislike about ViaSay?** Everything works as it should, but there's lesser visibility on more chatbot analytics dashboard that could probably be helpful for us in the long run. **What problems is ViaSay solving and how is that benefiting you?** Definitely helped us out with the large volume of contacts - both on the ticket and chat! Imagine funneling 12k conversations in one month, with just 6 full-time agents in our support team. We can really leverage automating conversations nowadays! ### 8. A good chatbot management system **Rating:** 4.0/5.0 stars **Reviewed by:** Claire H. | Chef de projet digital / Scrum Master / Product Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2021 **What do you like best about ViaSay?** I really like the chatbot improvement system. **What do you dislike about ViaSay?** The complexity of the tool because I have not yet had the opportunity to create use cases and modify all the cases that have already been created. **What problems is ViaSay solving and how is that benefiting you?** Exchanges and training allow progress in mastering the tool. ### 9. Mindsay - a Great Partner for Chatbot Technology **Rating:** 5.0/5.0 stars **Reviewed by:** Snezhana B. | Digital & Social Channel Engagement & Data Insights Manager , Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about ViaSay?** a small and very agile team, willing to find the most convenient solution for custom requests **What do you dislike about ViaSay?** the platform will benefit greatly if there is better traceability of all actions performed within it; a ticketing system for the submitted support requests will give the customer more confidence and easier follow up **Recommendations to others considering ViaSay:** A great platform **What problems is ViaSay solving and how is that benefiting you?** we handling customers requests, primarily FAQ; with the help of Mindsay bot we are decreasing call center traffic by automating all questions that don't need a human to deal with; our customers are getting quick and free support ### 10. Great choice when it comes to chatbot solutions **Rating:** 4.5/5.0 stars **Reviewed by:** David M. | Product manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 15, 2021 **What do you like best about ViaSay?** Easy to use interface, which makes the creation of a chatbot a lot simpler. Great, professional team on Mindsay's side. **What do you dislike about ViaSay?** The analytics section could have more filters and customization. **What problems is ViaSay solving and how is that benefiting you?** We are building a chatbot focused on resolving simpler, repetitive queries of our existing customers. We aim to decrease customer support costs while providing an excellent, personalized experience, but the project is still in its early stages to measure the ROI. ## ViaSay Discussions - [What is Mindsay used for?](https://www.g2.com/discussions/what-is-mindsay-used-for) - [View ViaSay pricing details and edition comparison](https://www.g2.com/products/viasay/reviews/viasay-review-4133218?section=pricing&secure%5Bexpires_at%5D=2026-07-14+16%3A33%3A39+-0500&secure%5Bsession_id%5D=dfe8dba0-66c3-48cf-b634-c7969e4db9d5&secure%5Btoken%5D=ddf9ae7852d8f41b1712c0cac986c9a5b5e92114bbba650caf2a33af2973744d&format=llm_user) ## ViaSay Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Agentic AI - Bot Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top ViaSay Alternatives - [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) - 4.6/5.0 (171 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,719 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,203 reviews)