Overview

Stonly is a customer-service knowledge platform for teams that need more than a library of static help articles. It is best suited to support teams building guided resolutions across customer and employee channels. Its mix of interactive guidance, knowledge management and AI Answers is compelling, but small teams should weigh the tight Basic limits and view-based upgrade policy.

Key features

Guides that adapt to the situation

Stonly’s step-by-step guides use choices to send customers or employees down paths tailored to their circumstances. That is a practical advantage for troubleshooting and processes where the right next step depends on the answer to an earlier question. Teams can embed guides on web pages, help centers, and web or mobile apps with no-code triggers, bringing instructions closer to the point of need rather than asking users to search for them.

Onboarding checklists, product tours and walkthroughs broaden the product beyond case resolution. They make Stonly relevant to teams that also need to guide users through onboarding or in-product tasks, although its stated center of gravity remains customer service.

Knowledge management and AI Answers

The knowledge base combines articles and interactive guides with analytics, versioning, rights management and multimedia content. Those controls support a maintained, reusable library rather than a collection of one-off instructions. AI Answers uses structured, metadata-rich content to answer questions, point to relevant guides and support automated multi-step resolutions. That gives teams another way to surface knowledge, but its usefulness depends on having content organized well enough to support those answers.

Integrations and trust

Stonly’s integrations page includes Zendesk, Salesforce, Freshworks, ServiceNow, Slack, Google Drive, Notion and Zapier, giving support teams several routes to connect existing service and knowledge tools. Its Trust Center lists HIPAA, GDPR and a SOC 2 Type 2 report under compliance. The company is Stonly SAS, based in Levallois-Perret, France.

Pricing

Stonly uses a freemium model, but the plan prices are custom pricing rather than published amounts. The free plan and 14-day trial offer a way to start, though the limits matter more than the headline availability of a free tier.

Plan	What it includes	Best fit
Basic	400 guide views per month, 5 published guides, 1 language, 100 steps per guide and 1 team member.	A solo operator validating a small guidance library. The view and guide caps make it a poor fit for a growing support operation.
Small Business	4,000 guide views and 5 team members, with 1 knowledge base.	A small support team that needs shared ownership and more view capacity than Basic.
Enterprise	Unlimited knowledge bases, SSO compatibility, private knowledge bases, help desk integrations, AI Agents, priority support and dedicated customer success.	Organizations needing multiple controlled knowledge bases, identity integration or a higher-touch support relationship.

New accounts receive a 14-day Small Business trial. If they do not upgrade, the account downgrades to Basic without a charge. That is a low-risk way to evaluate the broader plan, but the switch means teams must be ready for Basic’s 400 monthly guide views, five published guides, one language and single team-member limit after the trial.

Guide views are a material billing risk: if monthly views exceed the plan limit for two consecutive months, Stonly says it will upgrade the account and send advance notice by email. Teams with variable or steadily rising traffic should monitor usage and budget for a possible plan change rather than treating the cap as a soft ceiling.

Platforms

Stonly supports Android, iOS and web. Its guides can be delivered within web or mobile apps as well as web pages and help centers, which suits teams supporting users across those channels. Localization is supported, although Basic is limited to one language.

Who it's for

Stonly is a strong fit for customer-service teams that want to combine searchable knowledge with decision-based guidance, and for organizations extending that guidance into onboarding or product tours. It is also relevant where support representatives and AI need to draw on a shared knowledge base. A solo user or small team with few guides may start on Basic, but teams expecting multiple languages, more than five published guides or significant guide traffic will likely outgrow its limits quickly.

Pros and cons

Pros: Interactive branching guides handle situations that static articles cannot easily cover with one linear answer.
Pros: No-code in-context delivery across web and mobile apps helps put guidance where customers or employees need it.
Pros: Articles, guide-management controls and AI Answers bring knowledge maintenance and resolution support into one platform.
Pros: Enterprise includes private knowledge bases, SSO compatibility, AI Agents and priority support for organizations with stronger access and service needs.
Cons: Basic allows only 400 guide views monthly, five published guides, one language and one team member, limiting its usefulness for a growing team.
Cons: Two consecutive months above a plan’s guide-view limit can trigger an account upgrade, so sustained traffic growth may raise costs.
Cons: Plan prices are custom pricing, which makes it harder to compare expected spend before contacting the vendor.

Alternatives

For product adoption and analytics rather than a customer-service knowledge platform, Pendo Analytics has a free plan with 500 monthly active users, product analytics and in-app guides.

StepBeam is worth considering when a small team wants a free adoption platform capped at 1,000 monthly active users, with three seats, one application, basic analytics and community support.

Synerdeck is an alternative for client-facing workflows: its free plan covers up to 10 clients, two templates, 500 MB of storage, manual reminders and a basic client portal.

Wakeline may suit teams seeking a free product-adoption option with three flows, 1,000 monthly active users, one teammate and community support.

Baltu offers a free plan for up to 500 monthly active users, making it another option to consider for a smaller audience.

Dock is a better fit to evaluate for deal-desk workspaces, with a free plan covering workspaces, CMS assets, slides, playbooks, courses and order forms.

Driver.js is a free alternative for teams that want a product-tour tool without a paid plan.

Flook is another option for teams comparing widget-based product guidance.

Readers comparing broader categories can also browse Customer Onboarding Software, Digital Adoption Platforms, Product Adoption Software, Knowledge Management Software and Knowledge base software.

Verdict

Choose Stonly if your support team needs a shared knowledge base that can guide users through different resolution paths, with contextual delivery and AI Answers alongside conventional articles. Its strongest case is bringing those capabilities together for customer service and onboarding; its clearest drawback is the combination of low entry-level limits, possible upgrades after sustained view overages and custom pricing. Teams that need a simple, lightly used guide library may find Basic restrictive, while those with the right service needs should compare the Small Business or Enterprise terms against expected usage before committing.

	GuideWhale	Stonly
Free plan	No	Yes
Free trial	No	Yes
Paid from	$99/mo	Free
Open source	No	No
Platforms	extension, Web	Android, iOS, Web
Free plan	No	Yes
Product tours	Yes	Yes
Walkthroughs	Yes	Yes
Onboarding checklists	Yes	Yes
No-code builder	Yes	Yes
Mobile app support	Yes	Yes
Localization	—	Yes

GuideWhale vs Stonly

GuideWhale

Stonly