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Twig has evolved into 'Sera,' an AI front desk that handles customer conversations over both chat and phone, 24/7. It answers common questions, books appointments, recovers missed calls, routes across locations and hands off to a human when needed — aimed squarely at appointment-driven businesses like dental, medspa, automotive, home services and real estate. Its biggest differentiator is pricing transparency: unlike most AI support vendors that hide behind 'contact sales,' Twig publishes a free tier and flat plans at $99, $499 and $1,499 per month, with clear chat and voice allowances and simple overage rates. It is SOC 2 Type II compliant and venture-backed. Best for SMB and multi-location teams that want a phone-and-chat receptionist with predictable cost; enterprises needing deep, custom helpdesk workflows should evaluate against dedicated CX platforms.
Score Breakdown
How We Test & Score AI Agents
Every agent reviewed on AI Agent Square is independently researched by our editorial team. We evaluate each tool across six dimensions: features & capabilities, pricing transparency, ease of onboarding, support quality, integration breadth, and real-world fit. Pricing is verified against the vendor’s own published pages at the time of review. Scores are updated when vendors ship major changes.
Twig Pricing (2026)
- 100 AI chats / month
- Try the product
- Booking & human handoff
- Email support
- 500 AI chats / month
- Front-desk automation
- Missed-call recovery
- 15-day free trial
- 2,000 chats + 300 voice mins
- Multi-location routing
- Multi-language
- Advanced analytics
- Priority support
- 10,000 chats + 2,000 voice mins
- Custom dashboards
- Recall & reactivation campaigns
- Dedicated CSM + SLA
- White-label widget
Pricing verified against twig.so/pricing (July 2026). Overages: $100 per additional 1,000 chats and $1 per voice minute. Every paid plan includes a 15-day free trial. Note the product now markets primarily as 'Sera,' an AI receptionist for chat and phone; earlier per-resolution ('$5 per resolved ticket') positioning appears to have been replaced by these flat volume tiers. Confirm current allowances and voice availability per plan before buying.
What We Like & What We Don't
What We Like
- Genuinely transparent, published pricing — a rarity in AI customer support, where most vendors hide behind sales calls
- Handles both chat and phone in one product, with a real free tier and a 15-day trial to de-risk adoption
- Purpose-built for appointment-driven local and multi-location businesses (booking, missed-call recovery, routing)
- SOC 2 Type II compliant and venture-backed, which helps clear basic security review
- Predictable flat plans with simple overage math instead of opaque usage meters
What We Don't
- Positioning has shifted (from a support/RAG tool to an 'AI receptionist'), so evaluate the current product, not older reviews
- Integration breadth is narrower than incumbent enterprise CX platforms
- Voice minutes are limited on lower tiers and overages ($1/min) can add up for high call volume
- Less suited to complex, multi-system enterprise support workflows
- As a younger vendor, long-term roadmap and reference depth are still maturing
Detailed Feature Review
What Twig / Sera is in 2026
Twig now presents its product as 'Sera,' an AI front desk that answers customer conversations across both live chat and the phone, around the clock. The pitch is straightforward: every unanswered message or missed call is a customer who goes elsewhere, so an always-on agent that can book appointments, answer routine questions and capture leads pays for itself. This is a narrower, sharper positioning than a general 'AI support' tool.
The target buyer is explicit in Twig's own marketing: dental practices, medspas and clinics, automotive dealers, home services, real estate and inbound SDR teams. These are appointment-driven businesses where the front desk is a revenue function, not just a cost centre, and where after-hours coverage is a real gap.
For readers who remember Twig as a knowledge/RAG support assistant, the important note is that the product and pricing have been reframed around this receptionist use case. Evaluate the current offering on its merits rather than older write-ups.
Voice and chat in one agent
The combination of chat and phone in a single product is Sera's core feature. On chat it embeds as a website widget; on voice it answers a business phone number, holds a natural conversation, and can qualify, book or transfer. Handling both channels matters because customer intent is the same regardless of channel — a booking is a booking — and running one agent avoids the disjointed experience of separate chatbot and IVR vendors.
Front-desk automation is the practical payload: booking appointments against a calendar, recovering missed calls (Sera can follow up when a call goes unanswered), answering FAQs, and handing off to a human when the conversation needs one. Higher tiers add multi-location routing and multi-language support, which is where multi-site groups get value.
Voice is metered separately from chat, with allowances of 300 to 2,000 minutes on the Growth and Scale tiers and $1/minute overage. Buyers with heavy call volume should model voice minutes carefully, as this is the meter most likely to drive cost.
Transparent pricing as a feature
It is unusual to call pricing a 'feature,' but in AI customer support it genuinely is one. The category is dominated by usage-based and sales-quoted pricing that makes budgeting hard — outcome-based per-resolution fees, seat minimums and custom enterprise quotes. Twig instead publishes a free tier and three flat plans ($99, $499, $1,499) with stated chat and voice allowances and simple overage rates ($100/1,000 chats, $1/voice minute).
For an SMB buyer, this transparency is decommoditising: you can size a plan from your own call and chat volume in minutes, without a discovery call. Twig leans into this with public ROI and savings calculators that compare Sera's cost against the receptionist headcount it offsets.
The honest caveat is that transparent flat pricing suits predictable SMB volumes best. Very high or spiky volumes can still get expensive through overages, at which point the Scale tier or a custom conversation is warranted.
Setup, onboarding and the human handoff
Onboarding is designed to be light: connect a phone number, point Sera at your knowledge (services, hours, policies) and wire up a booking integration, and the 15-day trial lets teams validate before paying. For a small practice without IT staff, this low-friction setup is a meaningful advantage over enterprise platforms that need weeks of implementation.
The human-handoff path is central to trust. Sera is built to escalate — transferring a call or conversation to a person when the request exceeds its scope or the customer asks — which is the feature that keeps an AI front desk from alienating callers. Getting handoff thresholds right is the main tuning task during onboarding.
Analytics improve up the tiers, from basic reporting to advanced dashboards and custom views on Scale, so managers can see what Sera handled, what it escalated and how many bookings it captured.
Security, compliance and trust
Twig states SOC 2 Type II compliance and is backed by named venture firms, which together clear the baseline security and viability questions that SMB and mid-market buyers ask. For healthcare-adjacent verticals like dental and medspa, buyers should additionally confirm how patient data is handled and whether any HIPAA-relevant safeguards or agreements are available, as SOC 2 alone does not equal HIPAA compliance.
Because the agent can take actions (booking, transferring, capturing contact details), data handling and call recording practices matter. Confirm retention, recording consent by jurisdiction, and where data is processed as part of evaluation.
For a young vendor, publishing a security page and compliance status is a positive signal, but reference customers and uptime history are still maturing relative to incumbents.
Where it fits versus enterprise CX platforms
Twig/Sera is deliberately not trying to be an enterprise helpdesk. It does not aim to replace a full CX suite with deep ticketing, complex routing and dozens of system integrations. Instead it owns the front-desk moment — the first contact, the booking, the after-hours call — for businesses where that is the highest-leverage automation.
That focus is a strength for its target market and a limitation elsewhere. A mid-market SaaS company with a complex support org and many backend systems will find dedicated platforms (or agents like Decagon or Intercom Fin) a better fit for deflection at scale across an existing helpdesk.
The clean way to frame the decision: if your 'support' problem is really a missed-calls-and-bookings problem, Sera is purpose-built and well-priced for it. If it is a high-volume, multi-system ticket-deflection problem, evaluate the enterprise-oriented agents instead.
Buyer Analysis & Due Diligence
Implementation and onboarding
Twig's implementation is deliberately lightweight, which suits its SMB and multi-location audience. Setup centres on connecting a phone number, pointing Sera at the business's knowledge (services, hours, policies, FAQs) and wiring a booking integration, with a 15-day trial to validate before paying. For a dental practice or home-services firm without dedicated IT, this low-friction onboarding is a genuine differentiator against enterprise platforms that require weeks of professional services.
The most important configuration task is the human-handoff threshold: deciding when Sera answers autonomously versus when it transfers to a person. Set too aggressively, the agent frustrates callers with edge-case failures; set too conservatively, it escalates everything and delivers little value. Getting this boundary right for the specific business is where onboarding effort pays off.
Because voice is involved, buyers should also configure call-recording consent appropriately for their jurisdiction and test the booking flow end-to-end. These are small tasks, but they determine whether the deployment feels professional to real customers.
How Twig fits the customer-support market
The AI customer-support market splits into two camps: enterprise ticket-deflection platforms that sit on top of a helpdesk (Decagon, Intercom Fin, Sierra) and lighter, SMB-focused front-desk agents. Twig/Sera lives firmly in the second camp, and its transparent flat pricing is a deliberate contrast to the outcome-based and sales-quoted models common at the enterprise end.
This positioning is smart because the SMB and local-business segment is large, underserved by enterprise tools, and defined by a specific pain — missed calls and after-hours coverage — that Sera targets directly. A dental group does not need a complex deflection engine; it needs a reliable receptionist that books appointments and never sleeps.
The flip side is that Twig is not competing for the enterprise ticket-deflection budget, and buyers with that problem should not expect it to. The clean decision rule: front-desk-and-bookings problem, choose Sera; high-volume multi-system deflection problem, evaluate the enterprise agents.
Risks and buyer due diligence
The main due-diligence item is the product's recent repositioning. Twig has moved from a knowledge/RAG support assistant toward an 'AI receptionist,' so buyers should evaluate the current product and pricing rather than older reviews, and confirm that the specific capabilities they need (voice availability, integrations, languages) are present on the tier they are considering.
For healthcare-adjacent verticals like dental and medspa, SOC 2 Type II is a good baseline but is not the same as HIPAA compliance. Buyers handling protected health information should confirm directly with Twig how such data is treated and whether any HIPAA-relevant safeguards or agreements are available before going live.
Finally, model the voice-minute economics. Voice is metered separately with $1/minute overages, so a high-call-volume business should estimate monthly minutes carefully; at sufficient volume the Scale tier or a negotiated arrangement may be cheaper than accumulating overages.
Integration Ecosystem
Where Twig Excels
After-hours receptionist
Local businesses capture calls and chats outside office hours that would otherwise go to voicemail or a competitor.
Appointment booking
Dental, medspa, salon and clinic front desks let Sera book and reschedule appointments directly against the calendar.
Missed-call recovery
Sera follows up on unanswered calls automatically, turning missed calls into booked customers.
Multi-location routing
Multi-site groups route callers and chats to the right branch, with per-location knowledge and hours.
Who It's Best For / Who Should Skip It
Best For
- Appointment-driven local businesses (dental, medspa, automotive, home services, real estate)
- SMBs that want a 24/7 phone + chat receptionist
- Buyers who value transparent, flat, predictable pricing
- Multi-location teams needing routing and multi-language
Skip If You Are...
- You need a full enterprise helpdesk with deep ticketing and many integrations
- Your problem is high-volume multi-system ticket deflection, not bookings
- You require strict HIPAA guarantees without confirming them with the vendor
- You have very high, spiky volumes where overages would dominate cost
Alternatives to Twig
Decagon
Enterprise AI support agent focused on high-volume ticket deflection across an existing helpdesk.
Intercom Fin
AI support agent inside the Intercom platform, priced per resolution with deep messaging integration.
Sierra AI
Enterprise conversational AI for customer experience, aimed at larger, complex support orgs.
Lindy
No-code automations that can build lighter support and scheduling flows.
Verdict
Twig — now 'Sera' — is a focused, well-executed AI front desk for the businesses that need one most: appointment-driven local and multi-location operations where a missed call is lost revenue. Handling both chat and phone in one agent, with booking, missed-call recovery and human handoff, addresses a real and underserved gap.
Its standout is honesty about price. In a category built on discovery calls and opaque usage meters, Twig publishes a free tier and flat $99/$499/$1,499 plans with clear allowances and simple overages. For an SMB buyer that transparency alone is a strong reason to shortlist it, and the 15-day trial removes the risk of trying it.
The limits are scope and maturity: narrower integrations than incumbents, voice overages to watch, and a younger track record. Enterprises with complex, multi-system support should look at dedicated platforms. But if your challenge is bookings and after-hours coverage, Sera is purpose-built, transparent and easy to pilot.
Frequently Asked Questions
How much does Twig (Sera) cost in 2026?
Twig publishes a free plan (100 AI chats/month) and three paid tiers: Starter $99/month (500 chats), Growth $499/month (2,000 chats + 300 voice minutes) and Scale $1,499/month (10,000 chats + 2,000 voice minutes). Overages are $100 per 1,000 extra chats and $1 per voice minute, and every paid plan includes a 15-day free trial.
What is Sera?
Sera is Twig's AI front desk — an agent that answers customer chat and phone calls 24/7, books appointments, recovers missed calls, routes across locations and hands off to a human when needed. It is aimed at appointment-driven businesses like dental, medspa, automotive, home services and real estate.
Does Twig handle phone calls or just chat?
Both. Sera answers live chat via a website widget and handles phone calls on a business number, holding a natural conversation to qualify, book or transfer. Voice minutes are included on the Growth and Scale tiers and billed at $1/minute over the allowance.
Is Twig secure and compliant?
Twig states it is SOC 2 Type II compliant. For healthcare-adjacent verticals such as dental or medspa, confirm directly with the vendor how patient data is handled and whether any HIPAA-relevant safeguards are available, since SOC 2 alone is not HIPAA compliance.
Who is Twig best for?
Appointment-driven small and multi-location businesses that want an always-on receptionist for chat and phone with predictable, transparent pricing. It is less suited to enterprises needing a full helpdesk with deep ticketing and many system integrations.
How is Twig different from enterprise support AI like Decagon or Intercom Fin?
Twig focuses on the front-desk moment — first contact, bookings and after-hours calls — for SMBs, with flat published pricing. Decagon and Intercom Fin are oriented toward high-volume ticket deflection inside an existing enterprise helpdesk, typically with usage- or resolution-based pricing.
