20 rules in 5 groups, worth 100 points in all. They were set before any product was scored and apply the same way to all 11.
Version 1, published 9 Oct 2026
In short
Each rule is a yes-or-no fact, a list (such as the systems with an app) or a number with published thresholds, read from the vendor's own pages.
A fact the vendor does not publish earns nothing. A feature in beta or preview does not count.
The list follows the points. A tie goes to the lower price on "cheapest plan for 3 agents", then to the name.
Browser-based platforms where a team of agents answers customers on the WhatsApp Business Platform. The WhatsApp app itself, bare message APIs with no agent inbox, CRMs and general help desks are left out. Prices count 3 agents and leave out Meta's message fees.
Price and fees 26 points
Rule
What it takes
Points
Cheapest plan for 3 agents
Cheapest paid plan with a shared team inbox for WhatsApp, for 3 agents, in US dollars a month at its regular price. Use the yearly-billed price if published, else monthly. Price a plan's minimum agents if above 3; add extra agents and any vendor fee for a WhatsApp number. Meta fees and add-ons are not counted. Euros convert at the ECB rate; other currencies alone mean not published. $50 or less earns 12, $100 9, $160 6, $250 4, $400 2.
12
Price of one more agent
The price of one extra agent on the plan used for the price line, in US dollars a month, using the yearly-billed price if published, otherwise the monthly price. Plans with unlimited agents count as $0. A plan that does not sell extra agents is not published. $0 earns 3 points, $15 or less 2, $25 or less 1.
3
Free plan with WhatsApp
A free plan (not a trial) that lets you connect a WhatsApp Business Platform number and answer customers there.
3
Free trial of 7 days or more
The vendor offers a free trial of at least 7 days on a paid plan and states its length on a public page.
2
Meta message fees
What the vendor's own pages say about Meta's per-message fees. at_cost: a page says there is no markup or that messages are charged at Meta's rates or billed by Meta directly. own_rates: the vendor publishes its own price list for messages and does not say it matches Meta's. markup: a page says the vendor adds a margin or fee on top of Meta's rates. If no page covers it, record not published.
6
Team inbox 20 points
Rule
What it takes
Points
Automatic chat assignment
Rules assign new WhatsApp conversations to agents or teams automatically, for example round-robin or by skill, on at least one plan.
6
Internal notes
Agents can leave private notes in a conversation that the customer does not see, on at least one plan.
3
Satisfaction survey on WhatsApp
The platform can send a customer satisfaction or rating request to the customer on WhatsApp when a conversation ends.
3
Agent and response-time reports
Built-in reports show response times or conversation counts per agent, named on a vendor feature, pricing or help page.
5
Agent mobile app
The vendor publishes an iOS or Android app in an app store that agents use to answer conversations, on at least one plan.
3
Automation and broadcasts 22 points
Rule
What it takes
Points
No-code chatbot builder
A visual flow or rules builder for WhatsApp bots that needs no code, generally available, on at least one plan.
8
AI agent from your help content
A generally available AI agent that answers WhatsApp messages from content you provide, such as a help centre or documents, and that a customer can buy from a public plan or add-on. Beta, waitlist, quote-only or custom-contract products count as not available.
7
Template broadcasts
You can send approved WhatsApp template messages to a list or segment of contacts in bulk, on at least one plan or paid add-on shown on a public page. Per-message or per-contact charges are allowed.
7
Channels and integrations 22 points
Rule
What it takes
Points
Keeps the WhatsApp Business app
A vendor page says the same number can be used in the platform and in the WhatsApp Business app at the same time (coexistence), on at least one plan.
4
Other channels
Conversations from each channel arrive in the same inbox as WhatsApp, on at least one plan. Each one earns 1 point.
6
Named integrations
The vendor names the integration on its pricing, integrations or help page, on at least one plan. Each one earns 2 points.
8
Public API and webhooks
The vendor documents a public API and webhooks that customers can use, on at least one plan. Both must be documented.
4
Security and trust 10 points
Rule
What it takes
Points
SOC 2 Type II or ISO 27001
The vendor names a SOC 2 Type II report or an ISO/IEC 27001 certification for this product or the company running it. A claim of 'SOC compliance' without the report type does not count.
5
Open source
The source code of the product is public under an open-source licence.
3
Single sign-on
Agents can sign in through SAML or OIDC single sign-on, on at least one plan.