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Updated 22 September 2026
Start with the job your team needs to finish
A retail campaign might generate product questions; a property campaign might produce viewing requests. Write down the information an agent needs, the next action and the point at which another colleague takes over. This gives your software evaluation a practical starting point and a clear demonstration brief.
Bring campaign and inbox requirements together
Review audience segmentation, template preparation, personalisation and reply handling as one workflow. Ask to see a sample campaign followed by the customer response and agent assignment. A campaign dashboard without a workable response process can leave interested customers waiting.
Distinguish the Business app, API and team workspace
The WhatsApp Business app, the WhatsApp Business Platform/API and a provider’s workspace are different layers. Decide whether your team needs shared ownership, routing, repeatable workflows or a connection to another system. Number migration and coexistence options should be checked against your existing account before changing it.
Choose automation with a visible handover
Start with a defined question or event, such as a product enquiry or request to reschedule. Confirm the fields collected, the action taken and the person who handles an exception. If AI is proposed, ask separately about its data sources, limitations and how a customer reaches a human.
Ask for a complete commercial scope
Compare platform subscription, agent access, business numbers, messaging usage and implementation work separately. Agree how billing changes when your team or audience grows. An advertised entry price is not a complete forecast for an integration project or a multi-branch operation.
Use a demonstration to verify your shortlist
Bring one typical enquiry, one difficult handover and the application you want to connect. Review the actual workflow with the receiving team. Agree what is included, what requires configuration or custom work, and how success will be measured before moving to a quotation.
A practical software comparison checklist
| Requirement | What to demonstrate |
|---|---|
| Campaigns | Audience selection, message preparation and a useful destination for replies. |
| Team inbox | Conversation owner, handover, visibility and access for each role. |
| Automation | A normal enquiry, an unexpected answer and a route to a person. |
| Integrations | The actual trigger, data fields, connection route and failed-event handling. |
| Commercial scope | Agents, business numbers, messaging usage, implementation and support terms. |
A growing retail or D2C team
A campaign attracts product questions and order enquiries. Separate buying advice from existing-order support, while keeping the conversation visible to the right team.
Bring your preferred customer language and current business tools. Your India quotation will state the billing currency and implementation scope.