We migrated from Zendesk to Claw last year for the unified inbox promise. Our quote was straightforward for agent seats and core modules.
The "orchestrator" module was presented as an optional add-on for advanced workflows. We passed initially.
The reality: basic multi-channel routing (email to the right team, social media triage) is gated behind Orchestrator. You cannot set up a simple rule like "Twitter mentions go to Social team" without it.
Our true cost doubled when we added the required Orchestrator seats for our agents. The per-agent price for Orchestrator is nearly the same as the base agent seat. This wasn't clear during sales discussions.
Has anyone else hit this? Is there a workaround for basic routing without paying for the advanced automation module?