Drift (Salesloft) vs Capacity

A detailed comparison of Drift (Salesloft) and Capacity. Find out which AI Support solution is right for your team.

📌Key Takeaways

1Drift (Salesloft) vs Capacity: Comparing 6 criteria.
2Drift (Salesloft) wins 6 categories, Capacity wins 0, with 0 ties.
3Drift (Salesloft): 4.9/5 rating. Capacity: 4.4/5 rating.
4Overall recommendation: Drift (Salesloft) edges ahead in this comparison.

Option A

Drift (Salesloft)

★4.9

Conversational AI platform for B2B with chatbots, live chat, and meeting scheduling for sales and support

6 wins

View full review →

Option B

Capacity

★4.4

AI-powered support automation platform that connects to your apps and learns from your content to answer questions

0 wins

View full review →

Drift (Salesloft) wins

Ties

Capacity wins

Feature Comparison

Criteria	Drift (Salesloft)	Capacity	Winner
Response Accuracy	5	4	Drift (Salesloft)
Multi-language	4	3	Drift (Salesloft)
Handoff Quality	5	4	Drift (Salesloft)
Self-service	5	4	Drift (Salesloft)
Analytics	4	3	Drift (Salesloft)
Integration Depth	4	3	Drift (Salesloft)

Detailed Analysis

Response Accuracy

Drift (Salesloft)

Drift (Salesloft)'s response accuracy capabilities

Capacity

Capacity's response accuracy capabilities

Comparing response accuracy between Drift (Salesloft) and Capacity.

Multi-language

Drift (Salesloft)

Drift (Salesloft)'s multi-language capabilities

Capacity

Capacity's multi-language capabilities

Comparing multi-language between Drift (Salesloft) and Capacity.

Handoff Quality

Drift (Salesloft)

Drift (Salesloft)'s handoff quality capabilities

Capacity

Capacity's handoff quality capabilities

Comparing handoff quality between Drift (Salesloft) and Capacity.

Self-service

Drift (Salesloft)

Drift (Salesloft)'s self-service capabilities

Capacity

Capacity's self-service capabilities

Comparing self-service between Drift (Salesloft) and Capacity.

Analytics

Drift (Salesloft)

Drift (Salesloft)'s analytics capabilities

Capacity

Capacity's analytics capabilities

Comparing analytics between Drift (Salesloft) and Capacity.

Integration Depth

Drift (Salesloft)

Drift (Salesloft)'s integration depth capabilities

Capacity

Capacity's integration depth capabilities

Comparing integration depth between Drift (Salesloft) and Capacity.

Feature-by-Feature Breakdown

Conversational AI Chatbots

Drift (Salesloft)

Drift's conversational AI chatbots represent a significant advancement over traditional rule-based chat systems, utilizing sophisticated natural language processing to engage website visitors in human-like conversations. These AI-powered bots can understand complex queries, respond contextually, and adapt their approach based on visitor behavior and intent signals. The chatbots are trained on your specific business context, product information, and common customer questions, enabling them to provide accurate, relevant responses without human intervention. They can qualify leads by asking intelligent follow-up questions, schedule meetings directly on sales representatives' calendars, and seamlessly hand off conversations to human agents when complexity requires personal attention. The system learns continuously from interactions, improving its accuracy and effectiveness over time. Enables 24/7 lead qualification and customer engagement without requiring constant human monitoring, ensuring no opportunity is missed regardless of time zone or business hours.

✓ Enables 24/7 lead qualification and customer engagement without requiring constant human monitoring, ensuring no opportunity is missed regardless of time zone or business hours

Capacity

AI knowledge base

✓ AI knowledge base

Both Drift (Salesloft) and Capacity offer Conversational AI Chatbots. Drift (Salesloft)'s approach focuses on drift's conversational ai chatbots represent a significant advancement over traditional rule-based chat systems, utilizing sophisticated natural language processing to engage website visitors in human-like conversations., while Capacity emphasizes AI knowledge base. Choose based on which implementation better fits your workflow.

Real-Time Visitor Intelligence

Drift (Salesloft)

Drift's real-time visitor intelligence system provides sales and marketing teams with comprehensive insights into who is visiting their website and what they're interested in at any given moment. The platform identifies visitors through IP address matching, cookie tracking, and integration with data enrichment services to reveal company information, industry, size, and technology stack. Beyond basic identification, Drift tracks visitor behavior including pages viewed, time spent, return visits, and engagement patterns to build a complete picture of buyer intent. This intelligence is surfaced to sales representatives in real-time, enabling them to initiate proactive conversations with high-value prospects at the exact moment of peak interest. The system also integrates with CRM data to highlight existing customers, open opportunities, and account history. Empowers sales teams to prioritize their engagement efforts based on real-time buyer signals, dramatically increasing the relevance and effectiveness of every conversation.

✓ Empowers sales teams to prioritize their engagement efforts based on real-time buyer signals, dramatically increasing the relevance and effectiveness of every conversation

Capacity

Chatbot and live chat

✓ Chatbot and live chat

Both Drift (Salesloft) and Capacity offer Real-Time Visitor Intelligence. Drift (Salesloft)'s approach focuses on drift's real-time visitor intelligence system provides sales and marketing teams with comprehensive insights into who is visiting their website and what they're interested in at any given moment., while Capacity emphasizes Chatbot and live chat. Choose based on which implementation better fits your workflow.

Intelligent Meeting Scheduling

Drift (Salesloft)

Drift's intelligent meeting scheduling feature eliminates the back-and-forth typically required to book sales meetings by enabling prospects to schedule time directly through chat conversations. The system integrates with sales representatives' calendars to display real-time availability, automatically accounting for time zones, meeting buffers, and scheduling preferences. When a chatbot or live agent qualifies a lead, they can offer immediate meeting booking without requiring the prospect to leave the conversation or navigate to a separate scheduling tool. The feature supports round-robin distribution for team scheduling, weighted routing based on rep performance or capacity, and automatic assignment to account owners for existing customers. Meeting confirmations, reminders, and follow-up sequences are handled automatically, reducing no-show rates and ensuring smooth handoffs. Reduces the average time from initial interest to scheduled meeting from days to minutes, capturing buyer intent at its peak and preventing prospects from going cold or choosing competitors.

✓ Reduces the average time from initial interest to scheduled meeting from days to minutes, capturing buyer intent at its peak and preventing prospects from going cold or choosing competitors

Capacity

App integrations

✓ App integrations

Both Drift (Salesloft) and Capacity offer Intelligent Meeting Scheduling. Drift (Salesloft)'s approach focuses on drift's intelligent meeting scheduling feature eliminates the back-and-forth typically required to book sales meetings by enabling prospects to schedule time directly through chat conversations., while Capacity emphasizes App integrations. Choose based on which implementation better fits your workflow.

Account-Based Marketing Personalization

Drift (Salesloft)

Drift's account-based marketing (ABM) personalization capabilities enable B2B companies to deliver tailored experiences to their most valuable target accounts. The platform integrates with ABM tools like 6sense, Demandbase, and Terminus to identify when visitors from target accounts arrive on your website, triggering customized chat experiences, personalized messaging, and priority routing to dedicated account teams. Marketers can create account-specific playbooks that reference the prospect's company by name, acknowledge their industry challenges, and present relevant case studies or content. The system can also suppress generic chatbot interactions for key accounts, ensuring that high-value visitors receive white-glove treatment from human representatives. This level of personalization extends across the entire website experience, with dynamic content and offers based on account tier and engagement stage. Transforms anonymous website traffic into personalized account engagement, significantly improving conversion rates for target accounts and accelerating enterprise sales cycles.

✓ Transforms anonymous website traffic into personalized account engagement, significantly improving conversion rates for target accounts and accelerating enterprise sales cycles

Capacity

Workflow automation

✓ Workflow automation

Both Drift (Salesloft) and Capacity offer Account-Based Marketing Personalization. Drift (Salesloft)'s approach focuses on drift's account-based marketing (abm) personalization capabilities enable b2b companies to deliver tailored experiences to their most valuable target accounts., while Capacity emphasizes Workflow automation. Choose based on which implementation better fits your workflow.

Conversational Analytics Dashboard

Drift (Salesloft)

Drift's conversational analytics dashboard provides comprehensive visibility into the performance of your chat programs, AI effectiveness, and team productivity. The platform tracks key metrics including conversation volume, response times, qualification rates, meeting bookings, and pipeline influence, presenting them in intuitive visualizations that reveal trends and opportunities. Advanced analytics capabilities include conversation sentiment analysis, topic clustering to identify common questions and concerns, and attribution modeling that connects chat interactions to downstream revenue. Team managers can monitor individual representative performance, identify coaching opportunities, and optimize chat routing rules based on data-driven insights. The dashboard also includes A/B testing capabilities for chatbot scripts and playbooks, enabling continuous optimization of conversation flows and messaging. Provides actionable intelligence that enables continuous improvement of conversational programs, helping teams identify what's working, what's not, and where to focus optimization efforts.

✓ Provides actionable intelligence that enables continuous improvement of conversational programs, helping teams identify what's working, what's not, and where to focus optimization efforts

Capacity

Analytics

✓ Analytics

Both Drift (Salesloft) and Capacity offer Conversational Analytics Dashboard. Drift (Salesloft)'s approach focuses on drift's conversational analytics dashboard provides comprehensive visibility into the performance of your chat programs, ai effectiveness, and team productivity., while Capacity emphasizes Analytics. Choose based on which implementation better fits your workflow.

Strengths & Weaknesses

Drift (Salesloft)

Strengths

✓Conversational AI Chatbots: Drift's conversational AI chatbots represent a significant advancement over traditional rule-based chat systems, utilizing sophisticated natural langu...
✓Real-Time Visitor Intelligence: Drift's real-time visitor intelligence system provides sales and marketing teams with comprehensive insights into who is visiting their website and wh...
✓Intelligent Meeting Scheduling: Drift's intelligent meeting scheduling feature eliminates the back-and-forth typically required to book sales meetings by enabling prospects to schedu...
✓Account-Based Marketing Personalization: Drift's account-based marketing (ABM) personalization capabilities enable B2B companies to deliver tailored experiences to their most valuable target...
✓Conversational Analytics Dashboard: Drift's conversational analytics dashboard provides comprehensive visibility into the performance of your chat programs, AI effectiveness, and team pr...

Weaknesses

✗AI-generated content requires human review to ensure accuracy and brand voice consistency.
✗Initial setup and integration may require technical resources or onboarding support.
✗Feature depth means users may not utilize all capabilities, potentially reducing ROI for simpler use cases.

Capacity

Strengths

✓enables support teams to dramatically reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.
✓enable continuous optimization, helping support leaders measure automation ROI and identify opportunities for improvement.
✓reduce ticket volume while simultaneously improving resolution times and customer satisfaction scores.

Weaknesses

✗Less sophisticated than enterprise tools
✗Requires content investment
✗Smaller company

Industry-Specific Fit

Industry	Drift (Salesloft)	Capacity	Better Fit
B2B SaaS	Drift is particularly well-suited for B2B SaaS companies where the sales cycle involves multiple touchpoints, product demonstrations, and consultative selling. SaaS organizations benefit from Drift's ability to qualify inbound leads based on company size, use case, and technical requirements, routing them to appropriate sales specialists. The platform's integration with product-led growth motions enables SaaS companies to engage free trial users with contextual assistance, identify expansion opportunities within existing accounts, and provide instant support that reduces churn. Drift's analytics help SaaS marketers understand which content and campaigns drive qualified conversations, optimizing their demand generation investments.	Not specified	Drift (Salesloft)
Financial Services	Financial services organizations leverage Drift to provide instant, compliant engagement with prospects researching complex products like lending, insurance, and wealth management services. The platform's ability to qualify leads based on specific criteria helps financial institutions route inquiries to appropriately licensed representatives while maintaining regulatory compliance. Drift enables banks, credit unions, and fintech companies to offer the immediate, personalized service that modern consumers expect while managing the complexity of product-specific expertise and geographic licensing requirements. The platform's security features and enterprise-grade compliance capabilities meet the stringent requirements of financial services environments.	Not specified	Drift (Salesloft)
Technology and IT Services	Technology and IT services companies use Drift to engage with technical buyers who often conduct extensive online research before engaging with sales. The platform enables these organizations to provide instant access to technical resources, product documentation, and specialist conversations that address complex requirements. Drift's visitor intelligence helps technology companies identify when IT decision-makers from target accounts are evaluating solutions, enabling proactive engagement at critical moments in the buying process. The platform's integration capabilities are particularly valuable for technology companies with complex tech stacks and sophisticated CRM implementations.	Not specified	Drift (Salesloft)
Manufacturing	Manufacturing companies leverage Drift to modernize their customer engagement in an industry traditionally reliant on trade shows, distributor relationships, and lengthy sales cycles. The platform enables manufacturers to capture and qualify leads from their digital properties, routing technical inquiries to appropriate product specialists or regional sales teams. Drift helps manufacturing organizations provide instant responses to RFQ requests, product specifications, and availability inquiries that would otherwise languish in email queues. The platform's ability to integrate with ERP and inventory systems enables real-time responses to common operational questions.	Not specified	Drift (Salesloft)
Professional Services	Professional services firms including consulting, legal, and accounting organizations use Drift to qualify potential clients and route them to appropriate practice areas or specialists. The platform enables these firms to provide immediate engagement with prospects researching their services while maintaining the professional, personalized approach that high-value clients expect. Drift's meeting scheduling capabilities are particularly valuable for professional services where initial consultations are a critical step in the client acquisition process. The platform helps firms capture leads outside business hours when potential clients are often conducting research.	Not specified	Drift (Salesloft)
Healthcare Technology	Healthcare technology companies leverage Drift to engage with healthcare administrators, clinicians, and IT professionals evaluating solutions for their organizations. The platform enables HIPAA-compliant conversations that address the unique regulatory and operational requirements of healthcare buyers. Drift helps healthtech companies qualify leads based on organization type, size, and specific use cases, routing them to sales specialists with relevant expertise. The platform's ability to provide instant access to compliance documentation, case studies, and technical resources addresses the extensive due diligence requirements of healthcare purchasing decisions.	Not specified	Drift (Salesloft)
Education Technology	Education technology companies use Drift to engage with administrators, educators, and institutional buyers navigating complex procurement processes. The platform enables edtech organizations to provide immediate responses to questions about pricing, implementation, and pedagogical approach that influence purchasing decisions. Drift's seasonal awareness helps education companies manage the cyclical nature of academic purchasing, with different engagement strategies for budget planning periods versus implementation phases. The platform's ability to route conversations based on institution type and size ensures appropriate handling of enterprise district deals versus individual school inquiries.	Not specified	Drift (Salesloft)
Real Estate Technology	Real estate technology companies leverage Drift to engage with agents, brokers, and property managers evaluating software solutions for their businesses. The platform enables proptech organizations to qualify leads based on brokerage size, market focus, and specific pain points, routing them to appropriate sales specialists. Drift's instant engagement capabilities are particularly valuable in the fast-paced real estate industry where professionals expect immediate responses and have limited time for lengthy sales processes. The platform helps real estate technology companies demonstrate the responsiveness and service quality that their customers will experience as users.	Not specified	Drift (Salesloft)

Our Verdict

Drift (Salesloft) and Capacity are both strong AI Support solutions. Drift (Salesloft) excels at conversational ai chatbots. Choose based on which specific features and approach best fit your workflow and requirements.

Choose Drift (Salesloft) if you:

✓You need conversational ai chatbots capabilities
✓You need real-time visitor intelligence capabilities
✓You operate in B2B SaaS

View Drift (Salesloft)

Choose Capacity if you:

✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support
✓You prefer Capacity's approach to ai support

View Capacity

Need Help Choosing?

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Frequently Asked Questions

It depends on your specific needs. Drift (Salesloft) and Capacity each have strengths in different areas. Compare features, integrations, and pricing to determine which is best for your use case.

In some cases, yes. Many teams use complementary tools together. Check if both platforms offer integrations or APIs that allow them to work together.

Both platforms offer different onboarding experiences. Drift (Salesloft) and Capacity each have their own setup processes. Most users can get started with either within a few hours.

The main differences are in their approach, feature set, and target use cases. Review the comparison criteria above to see detailed breakdowns of how they differ.

For small teams, consider factors like ease of use, pricing tiers, and the specific features you need most. Both Drift (Salesloft) and Capacity can work for small teams depending on your priorities.

Sources & Evidence

AI-powered conversational routing that automatically qualifies leads and routes them to the right sales rep based on intent, account data, and real-time availability
Source: Drift's core differentiator lies in its sophisticated AI engine that analyzes conversation context, visitor behavior, firmographic data, and CRM information to instantly qualify leads and route them to the optimal sales representative. Unlike basic chatbots that follow rigid decision trees, Drift's system uses natural language understanding to interpret buyer intent from free-form conversations, then cross-references this with account-based data to determine lead quality and urgency. The platform integrates directly with Salesforce, HubSpot, and other CRMs to pull in existing account information, ensuring that high-value prospects are immediately connected with their assigned account executives while new leads are distributed based on territory, expertise, and current workload. This intelligent routing has been shown to reduce lead response times from hours to seconds, with customers reporting 40-50% increases in qualified pipeline generation.
AI-powered ticket automation with human-in-the-loop oversight that automatically resolves support tickets without manual intervention while maintaining quality control
Source: Capacity's core differentiator is its ability to autonomously handle entire support workflows—from initial ticket receipt through resolution—while maintaining human control through intelligent routing, confidence-based escalation, and continuous quality monitoring. Unlike basic chatbots that simply deflect inquiries, Capacity's AI actually resolves issues by accessing knowledge bases, executing workflows, and providing substantive answers. The human-in-the-loop architecture ensures complex issues reach appropriate specialists while AI handles routine inquiries, enabling support teams to focus on high-value interactions while achieving up to 70% automation rates on routine tickets.