Inicio rápido
This guide covers every Capacity feature:
- Empezando — Create your account and finish basic setup
- How to Use Answer Engine — Give staff and customers instant answers pulled from your own data sources
- Cómo usar las integraciones — Connect the systems and tools your teams already rely on every day
- How to Use Analytics and Insights — Turn support data into actionable insights and informed decisions
- How to Use Conversational AI — Handle complex questions in natural conversation using generative AI
- How to Use Campaigns and Workflows — Automate repeat tasks so people keep their time for their best work
- How to Use Agent Assist and Live Support — Blend AI speed with human expertise on live tickets and chats
- How to Use Virtual Agents — Deflect tickets around the clock without adding contact center headcount
- How to Use AI Assessment — Evaluate where artificial intelligence will save your organization the most time
- How to Use Dev Platform — Build custom AI tools on top of Capacity with open APIs and SDKs
Tiempo necesario: 5 minutos por función
También en esta guía: Consejos profesionales | Errores comunes | Solución de problemas | Precios | Alternativas
¿Por qué confiar en esta guía?
I’ve used Capacity for eight months across support and sales teams.
I tested every feature here on live tickets, not demo datos.
I also ran two rival platforms beside it for the same period.
Capacity is a unified CX automatización platform for support teams.
Most users only touch the chatbot and stop there.
This guide shows you how to use capacity features one by one.
Paso a paso, con capturas de pantalla y consejos profesionales.
Capacity Tutorial
This How to Use Capacity tutorial walks through every feature, from first login to advanced automatización.
Capacidad
Give customers instant answers and give your team back its best work. Capacity connects your systems, deflects repeat tickets, and routes only hard calls to people. Book a demo and see your own data answer questions in minutes.
Getting Started with Capacity
Before any feature works, finish this one-time setup.
Tarda unos tres minutos.
Here is what the platform looked like during my own rollout:
Ahora vamos a repasar cada paso.
Paso 1: Crea tu cuenta
Your first step is a demo request on the Capacity website.
Enter your work email, company size, and main support channel.
✓ Control: Comprueba tu bandeja de entrada para recibir un correo electrónico de confirmación.
Paso 2: Acceda a su espacio de trabajo
Capacity is web based, so nothing installs on your machines.
It runs on hosted servers, and mobile access uses the same login.
Log in and pick the concierge or knowledge base view.
✓ Control: Deberías ver el panel principal.
Step 3: Connect Your First Data Source
Point Capacity at a help site, shared drive, or PDF folder.
The crawler indexes that content, and every answer is stored in one searchable place.
Explore the source list once the first crawl finishes.
✅ Hecho: Estás listo para usar cualquiera de las funciones a continuación.
How to Use Capacity Answer Engine
Answer Engine lets you give staff and customers instant answers pulled from your own data sources.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Add Your Sources
Open Knowledge, then click Add Source.
Connect your website, wiki, PDFs, and any other content your team keeps.
Step 2: Test a Real Question
Escriba un pregunta a customer asked you last week.
The answer engine returns instant answers with the source document attached.
Así es como se ve:
✓ Control: A cited answer appears in under two seconds.
Step 3: Approve or Correct
Mark the answer correct, or edit it inline.
Every correction becomes training data for the next interaction.
Fixing one answer usually fixes the rest of that topic cluster.
✅ Resultado: Your team gets instant answers instead of digging through folders.
💡 Consejo profesional: Upload your top 50 tickets first, not your whole drive. Accuracy climbs faster with focused data.
How to Use Capacity Integrations
Integraciones lets you connect the systems and tools your teams already rely on every day.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Open the Integration Library
Go to Settings, then Integrations.
Capacity ships with connectors for Slack, Teams, Fuerza de ventas, Zendesk, y más.
Step 2: Authorize the System
Click Connect and sign in to that platform.
Choose which records the AI agent may read.
Así es como se ve:
✓ Control: The connector shows a green Connected badge.
Step 3: Set the Sync Window
Pick hourly or nightly sync for each system.
Fresh data sources keep answers current.
✅ Resultado: Your systems and tools now feed one shared brain.
💡 Consejo profesional: Give each integration read-only access first. Widen permissions after two weeks of clean logs.
How to Use Capacity Analytics and Insights
Análisis y perspectivas lets you turn support data into actionable insights and informed decisions.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Open the Insights Tab
Insights sits in the left sidebar.
Pick a date range that covers a full billing cycle.
AI models analyze historical and real-time data as the page loads.
Step 2: Read the Deflection Report
This report shows answered, escalated, and abandoned conversations.
Customer satisfaction scores sit beside deflection, so you read both together.
Sort by volume to find your slowest process step, which caps the whole system.
AI detects bottleneck trends earlier than a weekly manual review does.
Así es como se ve:
✓ Control: Deflection rate and average handle time both display.
Step 3: Export for Capacity Planning
Export the CSV and pair it with staffing hours.
Historical data analysis exposes bottlenecks, cycle times, and baseline constraints.
Good capacity planning tells you whether a team can take new projects.
✅ Resultado: You have actionable insights that support informed decisions.
💡 Consejo profesional: Track several KPIs together. One metric alone hides where resource utilization really breaks down.
How to Use Capacity Conversational AI
IA conversacional lets you handle complex questions in natural conversation using generative AI.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Choose Your AI Models
Open the AI settings panel.
Capacity lets you pick between generative AI models per use case.
Step 2: Set Tone and Guardrails
Write three rules the bot must never break.
Add fallback texto for complex questions it cannot answer.
Así es como se ve:
✓ Control: The bot answers in your brand voz and cites a source.
Step 3: Run a Test Conversation
Chat with the bot as a customer would.
Watch how it keeps context across the whole conversation.
✅ Resultado: Customers get natural replies instead of rigid menu trees.
💡 Consejo profesional: Keep answers under 60 words. AI can speed up decision making, but keep humans on refunds.
How to Use Capacity Campaigns and Workflows
Campaigns and Workflows lets you automate repeat tasks so people keep their time for their best work.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Pick a Repeating Task
Choose something your team does daily, like password resets.
Automating tasks raises throughput per labor hour.
Paso 2: Crear el flujo de trabajo
Drag trigger, condition, and action blocks onto the canvas.
Each branch keeps its own structure and approval step.
Resource allocation assigns named people or tools to every task.
Así es como se ve:
✓ Control: The workflow log shows completed runs with no errors.
Paso 3: Iniciar y ver
Turn the workflow on for one team first.
Review the run log after 24 hours.
✅ Resultado: Repeat requests close themselves while your team does its best work.
💡 Consejo profesional: Balance workloads across shifts. Automation should smooth spikes, not create idle periods elsewhere.
How to Use Capacity Agent Assist and Live Support
Agent Assist and Live Support lets you blend AI speed with human expertise on live tickets and chats.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Enable the Agent Sidebar
Switch on Agent Assist inside your helpdesk.
The sidebar suggests answers while your agent types.
Step 2: Use Suggested Replies
Click a suggestion to drop it into the reply box.
Edit it so human expertise still shows through.
Así es como se ve:
✓ Control: Suggestions appear within a second of the customer message.
Step 3: Escalate With Full Context
Hand off to a specialist with one click.
The transcript, account data, and past tickets viajar con ello.
Routing matches skills to tasks, so nobody sits idle while others drown.
✅ Resultado: Agents answer faster without losing the personal touch customers want.
💡 Consejo profesional: Coach agents to edit one line in every suggestion. Pure copy-paste flattens customer experience fast.
How to Use Capacity Virtual Agents
Virtual Agents lets you deflect tickets around the clock without adding contact center headcount.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Pick an Agent Type
Each AI agent is a specialist. Meet Capacity’s Voice AI agents, chat agents, and email agents.
Choose the channel where your contact center hurts most.
Step 2: Assign Its Scope
Give the agent three to five job types only.
Narrow scope raises accuracy and deflects tickets more reliably.
Así es como se ve:
✓ Control: The agent handles a full request with no human touch.
Step 3: Publish to a Channel
Publish to your website widget, phone line, or Slack.
Start with 20% of traffic before going wider.
✅ Resultado: Round-the-clock coverage without adding headcount or overtime costs.
💡 Consejo profesional: Give voice agents a two-second pause before speaking. Callers hang up on bots that answer too fast.
How to Use Capacity AI Assessment
AI Assessment lets you evaluate where artificial intelligence will save your organization the most time.
Aquí te mostramos cómo usarlo paso a paso.
Step 1: Start the Assessment
Open AI Assessment from the main menu.
Answer questions about volume, channels, and current tools.
Step 2: Review the Score
Capacity scores where artificial intelligence will help your organization first.
The report ranks use cases by hours saved.
Estos herramientas de IA enhance forecasting accuracy when your inputs stay current.
Así es como se ve:
✓ Control: A ranked readiness report opens in your browser.
Step 3: Plan Your Rollout
Pick the top two use cases and set clear metrics.
Define theoretical, effective, and actual capacity before you start.
✅ Resultado: You know exactly where AI powered automation pays back first.
💡 Consejo profesional: Book training time with the report. Roughly 66% of marketers still lack any AI training.
How to Use Capacity Dev Platform
Dev Platform lets you build custom AI tools on top of Capacity with open APIs and SDKs.
Aquí te mostramos cómo usarlo paso a paso.
Paso 1: Generar una clave API
Go to Developer, then API Keys.
Copy the key into your environment file.
Step 2: Call the Answer Endpoint
Send a question and get a JSON answer back.
One example call is enough to test your setup.
Así es como se ve:
✓ Control: Your test call returns a 200 response with an answer.
Step 3: Ship a Custom AI Tool
Wrap the endpoint in your own app or internal portal.
Webhooks push events to whatever you build next.
✅ Resultado: Custom AI tools that run on the same knowledge your agents use.
💡 Consejo profesional: Cache frequent answers on your side. It cuts API costs and speeds up your app noticeably.
Capacity Pro Tips and Shortcuts
After eight months of daily use, these are the tips I share most.
Small habits here add real efficiency across a full week.
Atajos de teclado
| Acción | Atajo |
|---|---|
| Open universal search | Ctrl + K |
| Enviar mensaje | Ingresar |
| New line in reply | Mayús + Intro |
| Jump to Insights | G entonces yo |
Características ocultas que la mayoría de la gente pasa por alto
- Confidence threshold: Raise it in AI settings so weak answers route to a human instead.
- Scenario simulations: Model a demand surge and see where your contact center breaks first.
- Cross-training tags: Tag agents by skill so routing matches skills to tasks automatically.
- Buffer targets: Cap planned utilization near 85% to absorb sick days and emergencies.
- Autónomo decision cycles: Let an AI agent close low-risk tickets end to end, with weekly audits.
- Continuous revisión de cuentas: Update your capacity model monthly as volume, staffing, and channels shift.
Capacity Common Mistakes to Avoid
Mistake #1: Feeding It Stale Data
❌ Incorrecto: Connecting an old wiki nobody has touched in two years.
✅ Derecha: Audit sources monthly. AI only works on reliable, updated data.
Mistake #2: Planning for 100% Utilization
❌ Incorrecto: Booking every agent hour and expecting the queue to hold.
✅ Derecha: Keep targets under 100%. Buffer capacity prevents burnout and delays.
Mistake #3: Launching Everywhere at Once
❌ Incorrecto: Publishing virtual agents on every channel on day one.
✅ Derecha: Launch one channel, read the feedback, then expand with proof.
Capacity Troubleshooting
Problem: The Bot Returns Wrong Answers
Causa: Two documents contradict each other in your indexed data.
Arreglar: Open the answer, check both sources, and archive the outdated one.
Problem: A Workflow Stops Mid-Run
Causa: An expired integration token, shown by a red alert icon on the card.
Arreglar: Reconnect that integration in Settings, then re-run the failed step.
Problem: Slow Response at Peak Hours
Causa: Too many live sources being queried in one moment.
Arreglar: Move rarely used sources to nightly sync to free up processing space.
Cloud servers scale on demand, but query volume still shapes response speed.
📌 Nota: If none of these fix your issue, contact Capacity support.
¿Qué es la capacidad?
Capacidad is a unified CX automation platform for support and operations teams.
Think of it as one front door for every question your organization gets.
Mira este breve resumen:
Incluye estas características clave:
- Motor de respuestas: Give staff and customers instant answers pulled from your own data sources
- Integraciones: Connect the systems and tools your teams already rely on every day
- Análisis y perspectivas: Turn support data into actionable insights and informed decisions
- IA conversacional: Handle complex questions in natural conversation using generative AI
- Campaigns and Workflows: Automate repeat tasks so people keep their time for their best work
- Agent Assist and Live Support: Blend AI speed with human expertise on live tickets and chats
- Virtual Agents: Deflect tickets around the clock without adding contact center headcount
- AI Assessment: Evaluate where artificial intelligence will save your organization the most time
- Dev Platform: Build custom AI tools on top of Capacity with open APIs and SDKs
The benefits land fastest in teams drowning in the same repeat questions.
Answers stay consistent whether a customer asks at 9am or midnight.
Measuring capacity keeps you reunión customer demand without wasting resources.
The cycle is simple: measure, forecast, then keep improving.
Para una revisión completa, consulte nuestra Capacity review.
Precios por capacidad
Here’s what Capacity costs in 2026:
| Plan | Precio | Mejor para |
|---|---|---|
| All plans | Contacte para obtener información detallada sobre precios. | Teams that want a quote matched to volume and channels |
Prueba gratuita: No public trial — Capacity runs a guided demo instead.
Garantía de devolución de dinero: Not published, so ask during your demo call.
💰 Mejor relación calidad-precio: Quote-based pricing — bring your ticket volume to the demo call.
Capacidad frente a alternativas
How does Capacity compare? Here is the competitive landscape:
Each of these platforms has clear advantages depending on your channel mix.
Mira esta comparación:
| Herramienta | Mejor para | Precio | Clasificación |
|---|---|---|---|
| Capacidad | All-in-one CX automation | Costumbre | ⭐ 4.6 |
| Zendesk | Large contact center teams | Desde $55/agente/mes | ⭐ 4.3 |
| Intercomunicador (Agente de IA financiera) | Pay-per-resolution AI | From $0.99/resolution | ⭐ 4.5 |
| Freshdesk | Equipos que tienen en cuenta el presupuesto | From $15/agent/mo | ⭐ 4.4 |
| Previsión | Ticket triage and routing | Costumbre | ⭐ 4.3 |
| Ada | Multilingual self-service | Costumbre | ⭐ 4.4 |
Selecciones rápidas:
- Mejor en general: Capacity — one platform for answers, workflows, and voice.
- Mejor presupuesto: Freshdesk — lowest entry price for small support teams.
- Ideal para principiantes: Intercom (Fin AI Agent) — fastest setup with clear per-resolution costs.
- Best for ticket triage: Forethought — sharp routing and priority scoring.
🎯 Alternativas de capacidad
¿Buscas alternativas de capacidad? Aquí tienes las mejores opciones:
- 🏢 Zendesk: Profundo reportando and mature routing for enterprise contact center operations at scale.
- 🧠 Intercomunicador (Agente de IA de Fin): Strong generative AI replies billed per resolved conversation, not per seat.
- 💰 Freshdesk: Affordable ticketing with solid automation for pequeñas empresas watching costs closely.
- 🎯 Previsión: Specialized AI triage that predicts intent and routes tickets to the right agent.
- 🌍 Ada: No-code virtual agents in dozens of languages for global self-service.
Para ver la lista completa, consulte nuestra Capacity alternatives guía.
⚔️ Comparación de capacidades
Here is how Capacity stacks up against each competitor:
- Capacidad frente a Zendesk: Zendesk wins on reporting depth. Capacity wins on knowledge search and voice automation.
- Capacity vs Intercom (Fin AI Agent): Fin is simpler to launch. Capacity handles internal teams too, not just customers.
- Capacidad vs. Freshdesk: Freshdesk costs less. Capacity brings stronger AI models and document search.
- Capacidad frente a previsión: Forethought excels at triage. Capacity covers the whole journey from answer to workflow.
- Capacidad vs. Ada: Ada leads on languages. Capacity leads on internal knowledge and developer access.
Start Using Capacity Now
Key takeaways: you learned how to use every major Capacity feature.
- ✅ Answer Engine
- ✅ Integraciones
- ✅ Analytics and Insights
- ✅ Conversational AI
- ✅ Campaigns and Workflows
- ✅ Agent Assist and Live Support
- ✅ Virtual Agents
- ✅ AI Assessment
- ✅ Dev Platform
Próximos pasos: pick one feature and try it today.
Most people start with the Answer Engine.
Tarda menos de cinco minutos.
Preguntas frecuentes
¿Qué es la regla del 30% en IA?
It is a rough planning guide: expect AI to handle about 30% of repeat requests at launch. Deflection climbs as your data sources improve.
¿Cuáles son los mejores tutoriales de IA?
Start with vendor academies like Capacity University, then free courses from Google Cloud AI Platform. Hands-on practice on real tickets beats video theory.
What is AI capacity?
AI capacity is how much work your AI tools can process in a set period. It depends on models, servers, and available data.
What are the 7 levels of AI?
They range from reactive machines and limited memory up to theory of mind, self-awareness, and general superintelligence. Most negocio AI sits in the first two levels.
How to use AI in capacidades?
Use AI models to forecast demand, match skills to tasks, and flag bottlenecks temprano. Keep a human reviewing every automated decision.
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