New Reply: Shared Helpdesk vs SellPilot
Two Shopify apps, side by side: detected stores, momentum, reviews, plans, listed features and who runs each. Store counts as of Oct 31, 2026 for New Reply, Nov 8, 2026 for SellPilot.
The short answer
- Only New Reply lists a free plan. Paid plans start at $49/month for New Reply and $19/month for SellPilot.
- New Reply lists 19 features SellPilot’s listing doesn’t mention, including AI summaries, Analytics, Auto-assign.
Head to head
Free
- · 30 tickets per calendar month
- · AI drafts, translations and labels
- · Customer and order details per ticket
- · Email, forms and social channels
- · Inbox inside Shopify Admin
- · Team assignments and internal notes
Starter
- · 5,000 tickets per calendar month
- · AI drafts, translations and labels
- · Customer and order details per ticket
- · Email, forms and social channels
- · Inbox inside Shopify Admin
- · Team assignments and internal notes
Starter
Growth
Pro
Coverage counts what each App Store listing names. Every feature, checked off app by app, is in Shoplist.
See every featureNew Reply brings customer service into Shopify. Email, WhatsApp, Instagram, Messenger, contact forms and requests customers send from their customer account land in one shared inbox. Each conversation shows the customer's orders, shipping and returns, without opening another tab. AI drafts and translates replies using your store policies, pages and order data. Your team chooses which replies to send.
SellPilot helps Shopify merchants manage customer conversations across Facebook Messenger, Instagram, and WhatsApp from a single workspace. Support teams can view customer profiles, Shopify order information, conversation history, and channel activity without switching between multiple tools. AI-assisted responses help agents answer questions faster while maintaining consistent communication across channels.
- Run your entire customer support inbox inside your store admin
- See orders and customer context without switching to external software
- Manage every support channel from one inbox inside your admin
- Collaborate with your team without using a separate helpdesk
- Unified inbox for customer conversations
- AI-assisted customer replies
- Shopify customer and order context
- Team collaboration and conversation assignment
All the numbers
Every figure, side by side
A green dot marks the app ahead on a measured figure. Estimates, gaps and apps that leave no storefront trace never take the lead.
Adoption
| Measure |  New Reply | |
|---|---|---|
| Detected stores | Not published | Not published |
| Net store change, 28 days | 0 | 0 |
| Stores added, 28 days | Not enough data | Not enough data |
| Big-brand share | Not enough data | Not enough data |
| Top store categories | Not published | Not published |
| Top store countries | Not published | Not published |
Reviews
| Measure | New Reply | |
|---|---|---|
| App Store rating | 5.0 ★ | Not published |
| App Store reviews | 1 | Not published |
| New reviews, 28 days | Not enough data | Not enough data |
| Reviewers a year or more in | Not enough data | Not enough data |
FAQ
New Reply and SellPilot: common questions
- Is New Reply or SellPilot cheaper?
- Only New Reply lists a free plan. Paid plans start at $49/month for New Reply and $19/month for SellPilot. Shoplist compares base prices only between monthly plans in the same currency; usage charges and annual plans vary, so check each plan’s limits.
- What features does each app list that the other doesn’t?
- New Reply lists 19 the others don’t mention, such as AI summaries, Analytics, Auto-assign, Chatbot. A feature missing from a listing may still be supported; this compares what each App Store listing says.
- Where does this comparison’s data come from?
- Shoplist crawls Shopify storefronts to detect which apps each store runs, and reads each app’s Shopify App Store listing for reviews, pricing, features and integrations. Store counts are as of Oct 31, 2026 for New Reply, Nov 8, 2026 for SellPilot; estimated figures are labeled.
How Shoplist compares apps
Store counts come from Shoplist’s crawl of Shopify storefronts, which detects the apps each store runs; they are as of Oct 31, 2026 for New Reply, Nov 8, 2026 for SellPilot. Reviews, ratings, plans, features and integrations come from each app’s Shopify App Store listing. 28-day figures are labeled when estimated, and a figure that is missing or estimated never decides who leads. Read the methodology.