Userlike: The Complete Guide (2026)

We build an AI agent layer for customer service ourselves, so we have a stake in this comparison. We checked Lime's own site and its own rebrand announcement directly instead of assuming the old Userlike pages still reflected the current product.

What happened to Userlike

Lime Technologies AB, a Swedish CRM company, acquired Userlike in April 2021, opening a new office in Cologne as part of the deal, per Lime's own press release at the time. For four years the product kept operating under the Userlike name. That changed on September 9, 2025, when Lime folded it fully into its product family as Lime Connect. Lime's own rebrand announcement is direct about what did and didn't change: "you'll keep working with the same team you know and trust. Your contract, pricing and setting remain exactly the same," while the visible shift is "a new name and visual identity across our website, product, and communications," plus new login credentials and email domains.

Practically, that means the product a Userlike customer signed up for is the same product running under Lime Connect today, with the same German hosting and GDPR-first positioning Userlike built its reputation on ("born and hosted in Germany," per Lime's own site), now sold as part of a broader Lime ecosystem that also includes CRM and case-management tools.

How Lime Connect's AI works

Lime Connect's AI is split into two named products, similar to the pattern most messaging platforms have converged on.

Connect AI Agent handles customer conversations directly. Lime's marketing claims it can "automate 89% of your interactions," and cites reviews claiming the agent "resolves over 90% of service inquiries" in some implementations, both of which are vendor and vendor-cited figures worth testing against your own ticket mix before treating them as a baseline. The agent is built to integrate with a company's existing CRM and ERP systems to handle real workflow tasks like order management, claims processing, and service bookings, going beyond FAQ-shaped questions.

Connect AI Copilot sits alongside a human agent instead of replacing one, assisting in real time during a live conversation. This is the more conservative of the two products: it drafts and suggests, and a person still sends, keeping someone in the loop on every reply.

Both run inside the same Message Center workspace that handles website chat, WhatsApp, email, Instagram, Facebook Messenger, and SMS, so an AI-handled conversation and a human-handled one share one inbox instead of living in separate tools.

What's missing from the public documentation

Lime's own AI information page doesn't publish the setup steps, the specific data sources the AI agent trains on, guardrail configuration, or the escalation logic that decides when a conversation moves from Connect AI Agent to a human. For a company built on German data-sovereignty positioning, that's a notable gap. A team evaluating this seriously should ask Lime directly for the technical detail the marketing page skips.

Key features

• Connect AI Agent for automated resolution across channels, integrated with CRM and ERP systems for real workflow actions.
• Connect AI Copilot for real-time, human-reviewed reply drafting.
• Omnichannel Message Center: website chat, WhatsApp, email, Instagram, Facebook Messenger, and SMS in one inbox.
• Workflows, a separate automation add-on for rule-based processes beyond the AI agent itself.
• WhatsApp Campaigns for outbound marketing messaging.
• Live translation, video calls, and screen sharing on the Pro tier and above.
• German hosting and GDPR-first positioning, carried over from the original Userlike brand.

Lime Connect pricing (formerly Userlike)

Base plans:

AI is priced entirely separately from the seat plan, and only available on Pro and Enterprise:

That structure carries a real incentive worth naming: metering the AI agent separately from the seat plan means Lime earns more as usage grows, independent of how well the AI actually performs, the same dynamic behind most usage-based AI add-ons. A small team on the Pro minimum (3 seats) pays at least €105 for the base plan plus €99 for the AI agent before a single Copilot seat or workflow run is added, so the advertised entry price is not the price of getting any AI running. There's a 14-day trial with Pro features that automatically downgrades to the Free plan afterward instead of requiring a cancellation, a fairer default than most vendors ship.

Pros and cons

Pros

• German hosting and a genuine data-sovereignty pitch, carried forward from Userlike, which still matters for EU-regulated buyers.
• Real CRM/ERP integration for the AI agent, beyond FAQ-shaped answers.
• Copilot's human-reviews-every-reply design is a conservative, lower-risk way to introduce AI into a live queue.
• The 14-day trial degrades to a real Free plan instead of cutting off access entirely.

Cons

• The rebrand is confusing for anyone searching under the old name, and documentation, reviews, and integrations across the web are now split between "Userlike" and "Lime Connect."
• AI is a paid add-on on top of an already per-seat Pro or Enterprise plan instead of included, so the real cost of "Userlike with AI" is higher than the headline price suggests.
• Public documentation doesn't detail setup, training data, or escalation logic for the AI agent, which is a meaningful gap for a security-conscious buyer.
• Minimum seat counts (3 on Pro, 5 on Enterprise) make the smallest teams pay for capacity they may not need yet.

Who Lime Connect is best for

Lime Connect fits teams in Europe, especially German or EU-regulated support teams, that already valued Userlike's data-sovereignty story and want an AI agent that can plug into CRM and ERP systems to actually complete workflow tasks, beyond simple chat. If GDPR-first hosting is a genuine requirement and not a nice-to-have, that's a real differentiator few competitors match as directly.

It's a weaker fit for a team outside Europe with no particular data-residency requirement, or one that wants AI resolution included in a plan price instead of metered as a separate add-on on top of per-seat pricing. In that case, a platform with published, all-in AI pricing is a simpler comparison to model.

Userlike vs alternatives

Lime Connect and Chatbase solve different problems: Lime Connect is a full omnichannel messaging platform with an AI agent bolted on as a paid add-on, while Chatbase is a standalone chatbot you can stand up quickly on a website without touching your existing support stack. Neither is a like-for-like swap for a team that already runs its ticketing inside Zendesk, Freshdesk, Gorgias, or Front.

That's the shape Macha is built for. It runs as an agent layer on top of the help desk a team already uses, priced on monthly ticket volume from $299/month for 750 tickets, about $0.40 a ticket at every tier (see pricing), with setup and monitoring by the Macha team included and $50 of free usage to start.

FAQ

Is Userlike still a thing? The product still runs, but the brand doesn't. Userlike was acquired by Lime Technologies in 2021 and rebranded to Lime Connect on September 9, 2025. Existing contracts and pricing carried over unchanged.

Why did Userlike become Lime Connect? Per Lime's own announcement, the rebrand reflects Userlike's full integration into the Lime product ecosystem four years after the acquisition, aligning it with Lime's other CRM and case-management products under one name.

How much does Lime Connect (formerly Userlike) cost? Base plans run from Free (€0) to Pro (from €105/month, 3-seat minimum) to custom Enterprise pricing. AI features are separate add-ons on Pro and Enterprise only: the AI Agent is €99/month and the AI Copilot is €19/month per seat.

Is the AI agent included in the base plan? No. Connect AI Agent and Connect AI Copilot are both paid add-ons, available only on the Pro and Enterprise tiers, on top of the per-seat plan price.

What can Lime Connect's AI agent actually do? Lime says it integrates with CRM and ERP systems to handle real workflow tasks like order management, claims processing, and service bookings, going beyond FAQ-style questions, and cites vendor and review claims of automating 89% to over 90% of interactions.

Does Lime Connect still offer German data hosting? Yes. The German hosting and GDPR-first positioning that Userlike built its reputation on is still part of Lime Connect's pitch.

What are good alternatives to Userlike/Lime Connect? Chatbase is a common comparison for teams wanting a fast, self-serve, published-pricing chatbot instead of a full messaging platform. Teams running their support through an existing help desk typically look at a layer like Macha instead.

Sources: Lime Connect homepage, Lime Connect pricing, Lime Connect AI info, Lime Connect: Userlike rebranding announcement, Lime Technologies AB: acquisition press release, 2021.