# Drag vs Kustomer (slim)

> Kustomer scores 49.9 (D) to Drag's 40 (E) for support conversations. Prices, MCP, x402, uptime and agent notes side by side.

- Full: https://www.anchorterminal.com/compare/drag-vs-kustomer.md (~5,150 tokens) · this version ~3,080 tokens · JSON https://www.anchorterminal.com/compare/drag-vs-kustomer.json · canonical https://www.anchorterminal.com/compare/drag-vs-kustomer
- Index: https://www.anchorterminal.com/llms.txt · API: https://www.anchorterminal.com/api/v1/index.json · MCP: https://www.anchorterminal.com/mcp · Updated: 2026-11-07
- Licence: CC BY 4.0, credit Anchor Terminal and link this page (https://www.anchorterminal.com/terms/#data)

Kustomer scores 49.9 (D) on agent readiness against Drag's 40 (E), and leads in 5 of 7 scored categories. Drag leads on schema & documentation and payments & pricing. Both do support conversations.

- Drag: E 40, rank #1330 of 1510 · https://www.anchorterminal.com/tools/drag.min.md
- Kustomer: D 49.9, rank #1081 of 1510 · https://www.anchorterminal.com/tools/kustomer.min.md
- Drag, good for Small teams running support@ or sales@ in Gmail who want an agent to triage, label, assign and draft replies. Ahead on Schema & documentation, 71 against 63; Payments & pricing, 30 against 5. Also Runs on your own machine; Free to start without a card; Open source.
- Kustomer, good for Larger support teams already on Kustomer who want an agent to read the full customer timeline and write messages, notes and status changes under a narrowly scoped key. Ahead on Reliability, 38 against 28; Agent ergonomics, 56 against 43; Security & auth, 64 against 23; Maintenance & community, 61 against 43; Transparency & trust, 66 against 49.

| Category | Drag | Kustomer |
| --- | --- | --- |
| Reliability (16%) | 28 | 38 |
| Performance (10%) | pending | pending |
| Schema & documentation (13%) | 71 | 63 |
| Agent ergonomics (13%) | 43 | 56 |
| Security & auth (14%) | 23 | 64 |
| Payments & pricing (10%) | 30 | 5 |
| Task success (10%) | pending | pending |
| Maintenance & community (7%) | 43 | 61 |
| Transparency & trust (7%) | 49 | 66 |

| Fact (where they differ) | Drag | Kustomer |
| --- | --- | --- |
| Kind | MCP server | HTTP API |
| Vendor | DragApp.com Ltd | Kustomer, LLC |
| Hosted endpoint | `https://app.dragapp.com/mcp` | `https://api.kustomerapp.com/v1` |
| Transports | Streamable HTTP, stdio | HTTP |
| Auth | API key | OAuth or key |
| Licence | none | Proprietary service under Kustomer's Master Subscription Agreement |
| Tools exposed | 47 | none |
| Read-only variant documented | no | yes |
| llms.txt | yes | no |
| MCP registry | `com.dragapp/mcp-server` | not listed |
| Last release | 2026-08-13 | 2026-10-06 |
| Terms last updated | 2026-10-13 | 2026-06-18 |
| Privacy policy last updated | 2026-09-03 | 2025-05-15 |
| Terms restrict automated access | yes | not found in the text |
| Terms restrict benchmarking | not found in the text | yes |
| Terms or service can change without notice | yes | not found in the text |

Why the edge:
- Security & auth, Kustomer +41: Drag 23 (One API key per user that the docs say grants full access to the workspace, revocable in settings; the hosted server wraps it in an OAuth 2.1 flow with PKCE, but the key remains the access token (10). No read-only key or scopes; the server instructions tell the model to confirm sends when intent is unclear, and ChatGPT's plugin asks before sending (5 of 20). Tools return email and WhatsApp text from outside senders, and no prompt-injection guidance was found (0). No audit log of API or MCP actions found (0). Google CASA Tier 2, and the trust centre lists SOC 2 and GDPR, but no security.txt (404) or disclosure policy was found (8 of 20). 10 + 5 + 0 + 0 + 8 = 23.); Kustomer 64 (API keys are created by an admin under Settings > Security > API Keys with one or more roles chosen from several hundred, at read, create, update and delete levels, an expiry in days and an optional CIDR IP restriction. The key is shown once, roles can't be edited afterwards and a key is revoked by deleting it. The MCP server signs in by OAuth and completes sign-in only for clients on an approved list (28). Read-only roles exist, the MCP server is read-only, and sensitive attributes are masked unless the token holds Read Sensitive permission. No confirmation step for destructive calls was found (14). Messages are customer-written and no prompt-injection guidance for API or MCP users was found (0). Audit Log is a plan item and `GET /v1/audit-logs` reads it with its own role (12). The pricing page lists SOC 2, ISO 27001, ISO 27701 and ISO/IEC 42001, with HIPAA as a paid add-on. security.txt returns 404, no disclosure policy or bug bounty was found, and the trust centre couldn't be read (10). Per the 8 October check, not re-read on 4 November 2026 (Kustomer's acceptable use policy bars crawling its website).)
- Payments & pricing, Drag +25: Drag 30 (No x402, MPP or L402 (0). Per-seat plan prices are public, and AI credits are priced at $0.01, with nothing per API call (10). The 7-day trial needs no card and includes every Pro feature, API and MCP among them (20). A person signs up in a browser and copies a key from settings (0). 0 + 10 + 20 + 0 = 30.); Kustomer 5 (No x402, MPP or L402 (0). The pricing page says "we don't post one-size-fits-all pricing" and asks for an assessment form, and the legacy plans say Talk to Sales. Only add-on prices are public, $0.60 per engaged conversation for AI Agents for Customers, $40 a user a month for AI Agents for Reps, $25 a user a month for HIPAA and Voice from $0.02 a minute (5). No free tier or self-serve trial was found. The agreement mentions trials Kustomer may grant (0). A person goes through sales, and an admin creates the key in the app (0). Per the 8 October check, not re-read on 4 November 2026 (Kustomer's acceptable use policy bars crawling its website).)
- Maintenance & community, Kustomer +18: Drag 43 (@dragapp/mcp-server 0.7.0 on npm on 13 August 2026, 85 days before this check; the repository had a commit on 6 November and its package.json reads 0.12.0 with no matching release (20). Only one dated release in the 90 days from 8 August, and no changelog (0). 43 commits since 6 July 2026 by the CTO; issues were not read (8 of 25). Domain-verified com.dragapp/mcp-server namespace, but the entry stops at 0.1.5 and lists only the stdio package, not the hosted remote (10 of 15). A secret-scan workflow and a tarball check before publish; no tests in CI (5 of 10). 20 + 0 + 8 + 10 + 5 = 43.); Kustomer 61 (The product updates page's newest entries were dated 6 October 2026, 29 days before this check, and the API reference was republished on 7 October 2026, per the 8 October check (30). At least nine dated entries since 10 July 2026 per the same check; how many fall after 6 August wasn't recorded and the page can't be re-read, so the line is kept (20). A public product updates page and support by email (the status page postmortems counted on 8 October came from the struck /api/v2 reading). No public issue tracker (8). No official SDK for the REST API. The iOS chat SDK repositories were pushed on 7 October 2026, and the MCP server is not in the official MCP registry (3). No REST package to assess (0). 30+20+8+3+0 = 61. Per the 8 October check, not re-read on 4 November 2026 (Kustomer's acceptable use policy bars crawling its website).)
- Transparency & trust, Kustomer +17: Drag 49 (Closed service under terms naming DragApp.com Ltd, with the MCP server under MIT (20 of 30). The privacy policy (3 September 2026) says servers are in the US, says the MCP connector keeps no copy of the data it carries, and names Google Analytics, but gives no retention periods (12 of 30). No deprecation policy or dated notices found (0). Hosting at AWS in Virginia is stated and the trust centre has a subprocessor section we could not open past its root page (10 of 20). 20 + 12 + 0 + 10 = 42.); Kustomer 66 (Closed service under a published Master Subscription Agreement, updated 18 June 2026, with separate versions for seat-based and usage-based plans (15). The Product Privacy Statement of 15 May 2025 says client data is deleted within 90 days of termination or of an admin's deletion request, and that personal data is not sold. The DPA promises breach notice within 72 hours, and the supplemental terms say third-party LLM providers may not train on client materials. Kustomer keeps anonymous usage data to improve and market the service (24). No API deprecation policy or notice period was found. The reference lists legacy roles beside their replacements without dates (5). The privacy statement says the service is hosted in the US and the EU, and the status page shows US, EU and India environments. The sub-processor list is on a trust centre drawn by script, which we couldn't read (10). Per the 8 October check, not re-read on 4 November 2026 (Kustomer's acceptable use policy bars crawling its website).)
- Agent ergonomics, Kustomer +13: Drag 43 (47 MCP tools load by default, with no toolsets (5). Search and filter tools by label, assignee or status, and bulk moves; paging controls were not documented (10 of 20). REST errors return `error` and `message` with standard codes, and MCP error shapes weren't documented (8 of 20). Every tool sets readOnlyHint and destructiveHint, with sends marked destructive and open-world; no idempotency keys (15 of 20). One URL for the hosted server; the docs say official SDKs and a CLI are coming soon (5 of 15). 5 + 10 + 8 + 15 + 5 = 43.); Kustomer 56 (List endpoints take `page` and `pageSize`, search takes `idsOnly` and a `fields` list, and some reads take `include`. The MCP server lists 42 tools, all read-only, which a user can switch off one by one in the client (15). Page-number pagination with `links.next`, typically 100 items a page and no results past the 100th page, filters and sort on `GET /customers`, and a search endpoint with `and`, `or` and `not` criteria (17). Errors use standard status codes with an `errors` array of `code` and `message` (13). No idempotency keys. 409 signals an optimistic-locking conflict, and MCP tool annotations couldn't be read (5). Few required parameters. No official SDK for the REST API was found, only chat SDKs for web, iOS and Android (6). Per the 8 October check, not re-read on 4 November 2026 (Kustomer's acceptable use policy bars crawling its website).)
- Reliability, Kustomer +10: Drag 28 (Graded as a hosted service on the MCP server at app.dragapp.com/mcp and REST API v2. No status page is linked and status.dragapp.com failed the TLS handshake (0). No readable incident history (5). The REST docs say rate limits apply without numbers; the hosted MCP server's source defaults to 60 calls a minute per key (5 of 15). The REST docs say to retry a 429 with exponential backoff, with no idempotency guidance for sends (8 of 15). No SLA found (0). Neither surface is labelled beta (10). 0 + 5 + 5 + 8 + 0 + 10 = 28.); Kustomer 38 (Graded as a hosted service, on the REST API. Kustomer's Acceptable Use Policy (20 June 2022), which its Website Terms of Use apply to the websites, bars using "manual or automated software, devices, or other processes to 'crawl' or 'spider' any page contained within the Services", where the Services are its website and services. kustomer.com hosts, status.kustomer.com included, were therefore not read on 4 November 2026, and the 8 October readings are kept as not re-read. The provenance names a status page at status.kustomer.com. The 8 October reading of its components came only from the page's /api/v2 path, which this benchmark doesn't use, so it is struck, and nothing is readable today (0). The 8 October incident reading came from the same /api/v2 path and is struck, and nothing is readable today, so the line takes the no-readable-history score (5). Rate limits are published per plan, 1,000 requests a minute on Enterprise and 2,000 on Ultimate, plus 100 a minute for search and per-object update limits, per the 8 October check (15). 429 is documented with `x-ratelimit-limit`, `x-ratelimit-remaining` and `x-ratelimit-reset` headers. No `Retry-After`, backoff guidance or idempotency keys were found (8, a partial kept from 8 October). The pricing page lists "99.9% Uptime SLA Credits" as a plan item, and the SLA text itself was not found on a public page. A listed SLA nobody could read gives 0 (0). The v1 REST API is generally available (10). 0+5+15+8+0+10 = 38.)