Gleap
Austrian customer support platform that puts a chat widget, bug reporting and AI agents into web and mobile apps, with a choice of EU or US hosting
Quick Overview
| Company | Gleap GmbH |
|---|---|
| Category | Live Chat Software |
| Headquarters | Schwarzach (Vorarlberg), Austria |
| Founded | Not stated |
| EU Presence | Yes - Austria (EU) |
| Data Location | EU region (application servers and database in Frankfurt) or US region, chosen at signup |
| Open Source | No |
| GDPR Compliant | Yes |
| Self-Hosting | Not stated on the vendor's pages; hosted service |
| Main Features | Live chat and inbox, in-app bug reporting, session replay, knowledge base and help center, surveys, product tours, public roadmap, AI agents (Kai Support, Copilot, Resolve), web and mobile SDKs |
| Pricing | Starter €29/month, Team €149/month, Pro €299/month (billed yearly), plus €0.29 per Kai Support resolution; Enterprise from €999/month; 7-day free trial |
| Best For | Software companies that want chat and bug reports from the same widget |
| Replaces | Tawk.to, Intercom, Zendesk, Freshdesk |
Detailed Review
Gleap is aimed at teams that ship software. The chat widget sits inside a web or mobile app, and a visitor who reports a problem can attach a screenshot, console logs and a session replay, so the person answering sees what the user saw. Chat, ticket history and feedback live in one inbox.
The company is Gleap GmbH in Schwarzach, Austria, and its terms are governed by Austrian law with courts in Feldkirch. Its privacy policy says EU accounts keep databases, uploaded files and backups in the EU region, which runs in Frankfurt.
Chat Tied to Bug Reports
Most live chat tools stop at the conversation. Gleap adds in-app bug reporting and session replay to the same widget, so a message such as "checkout does not work" arrives with the technical context a developer would otherwise ask for.
The product pages also list surveys, product tours, a public roadmap and release notes, which makes it closer to a customer feedback suite than to a plain chat box.
Pricing Built on Resolutions
Every plan carries a per-resolution charge for Kai Support, the AI agent: €0.29 for a conversation the agent answered where the customer did not ask for a human within 72 hours and Gleap's review confirms the resolution. Hand-offs to your team are free.
Starter covers one seat and one project and shows "Powered by Gleap" branding. Team, at €149 a month, lifts the seat and project limits, so a small team with several people answering chat moves up a tier quickly.
Region Choice and Where AI Runs
The vendor states that the region selected at signup decides where customer databases, files and backups are stored, and that it configures EU accounts to use EU AI endpoints. Hosting runs on DigitalOcean infrastructure in Frankfurt.
The same privacy policy is open about limits: optional AI providers differ in where they process data, and it says Anthropic may process in the US or EU without an EU-only guarantee, while OpenRouter may route to hosts in the EU, US or China. Read that section before enabling the AI features.
Limitations to Consider
Gleap is written for software teams, so a shop or service business that only wants a website chat box will find much of the product (bug reports, session replay, SDKs) irrelevant. The Starter plan is one seat and one project with Gleap branding. The AI agent is billed per resolution on top of the plan, and some optional AI providers process data outside an EU-only boundary. For a plain chat widget with a free tier, Crisp is simpler.
Who Should Use Gleap
Product and support teams at software companies who want chat, bug reports and feedback in one tool, hosted in an EU region, and who accept per-resolution AI pricing.
Pros and Cons
Pros
- Chat widget and bug reporting share one inbox
- EU region in Frankfurt selectable at signup
- Austrian company under Austrian law
- Seats are unlimited from the Team plan
- Imports tickets and contacts from Intercom, Zendesk and Freshdesk
Cons
- Built around software teams, not general website chat
- AI agent adds a per-resolution fee
- Starter plan limited to one seat and one project
- Some optional AI providers process outside the EU
Alternatives to Gleap
Other European live chat software worth comparing before you decide:
Crisp
France · Chat widget, shared inbox and CRM from a Nantes company
Userlike
Germany · German website and WhatsApp messaging with AI agents, now Lime Connect
Smartsupp
Czechia · Live chat with chatbots and lead capture for online shops
LiveAgent
Slovakia · Help desk where live chat, tickets and calls share one queue
See all European live chat software or compare them directly against Tawk.to on our alternatives page.
Frequently Asked Questions
The privacy policy says customer databases, uploaded files and backups stay in the region chosen at signup, EU or US. The EU region runs on DigitalOcean servers in Frankfurt, Germany.
It is written for them, because the widget collects bug reports with screenshots and session replay next to chat. A business that only needs a website chat box will use a fraction of it, and Crisp or Smartsupp are closer fits.
Kai Support costs €0.29 per resolution on every plan, on top of the monthly plan price. A resolution is a conversation the agent answered where the customer did not ask for a human within 72 hours and Gleap's review confirmed the answer.