Wati

Pros

Bringing all of our WhatsApp customer communication into one place has helped us handle enquiries in a much more organized way. The shared team inbox, automation rules, contact management, routing and AI features have been especially valuable. We now have far better visibility into conversations and it is much easier to manage handovers, assign ownership and keep follow-ups structured across the team.

Cons

Initial setup and automation configuration can take a while to fully understand especially when AI agents, routing rules, permissions and multiple channels are all involved. A more easy and simple setup process would make onboarding much easier.

Pros

The part I appreciated most was the fresh, modern interface the quick and easy setup and the mobile app which made it convenient for our team to handle customer conversations while away from the desk. In terms of usability and design, it is genuinely very user-friendly.

Cons

The biggest drawback for me was the lack of proper personal customer support when technical problems came up. From the very beginning, we had issues with the WhatsApp calling feature, clients were able to call us but we often could not hear them and ended up having to call them back. We reported this several times but most of the responses felt automated or AI-generated rather than like real technical help. I was also very disappointed with the refund policy. Even though the calling feature never worked properly for us, our refund request was rejected. On top of that, we still had about USD 50 in unused conversation credits that were not refunded either.

Pros

Building chatbots with it is very easy and the voice and text agents make it useful for a wide range of use cases.

Cons

Because it is not very well known, it can be hard at first to find reviews or feedback from other users.