The verdict
If your customers write by email and chat, pick Help Scout. It gives every conversation an owner and a history, and a help centre lets customers find answers without writing. If your market already lives in WhatsApp, add it as a channel, and keep the conversations in a tool your team shares.
A small shop with a few chats a day can start on the WhatsApp Business app alone. Once more than one person answers, you will want routing and hand-over. Note that you build on Meta's rules for templates and consent. Keep an email or chat fallback in case those change.
Side by side
| 6 points compared | ||
|---|---|---|
| Starts at | $25/mo | |
| Free plan | Yes | |
| API | Yes | Yes |
| MCP server | Yes | |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Links |
Plans and pricing
Help Scout
- FreeFree
- Standard$25/mo/seat
- Plus$45/mo/seat
- Pro$75/mo/seat
WhatsApp Business
Pricing not in our catalogue yet.
Who each is for
Choose Help Scout if…
Pick Help Scout when you are a B2B or SaaS support team that has outgrown a shared mailbox. It suits teams from a handful of people to a mid-sized group, and it adds a knowledge base, AI drafting and an AI agent.
It has a free plan to start on and is priced per user on paid plans. The AI agent that answers customers is billed per resolution. Check which plan holds the integrations and workflows you need.
Choose WhatsApp Business if…
Pick WhatsApp Business when your customers already prefer chatting on WhatsApp and you want to meet them there. Start with the app to learn what people ask. Move to the platform when volume or compliance means chats must land in a real system.
It does not replace email or live chat. Messages outside an open customer window use approved templates, and marketing templates are always charged. Platform costs follow delivered messages by category and country, so model your real message mix before you commit.
Other options worth a look
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