Here’s a concise, practical shortlist of software that will consolidate customer chats (email, web chat, SMS, WhatsApp, Facebook/Instagram, Google Business Messages, in‑app messaging, etc.), with each option’s strengths, typical pricing cue, and best-fit use case so you can pick quickly.

Top recommendations

• Zendesk Suite — enterprise-grade omnichannel helpdesk with strong routing, analytics, and many integrations. Good if you need scale, workforce management and advanced reporting. Starts around $55/agent/month for a Suite plan; higher tiers add skills‑based routing, advanced analytics and add‑ons for AI/workforce features. (zendesk.com)

• Freshdesk / Freshdesk Omni (Freshchat) — easy to set up, strong omnichannel and AI features (Freddy), broad messaging support (WhatsApp, Messenger, SMS). Good for small→mid teams that want AI bots + ticketing in one platform. Omni plans typically begin in the $29–$69/agent/month range depending on features. Note: WhatsApp template/message pricing is typically passed through (vendor + Meta fees). (freshworks.com)

• HubSpot Conversations + Service Hub — unified “Conversations” inbox that ties directly to HubSpot CRM (strong if you want unified sales + support data). Has free tiers and paid Service Hub tiers; WhatsApp and message capacity are available on Professional/Enterprise tiers and are subject to Meta’s pricing model. Good when you need CRM + inbox tightly integrated. (knowledge.hubspot.com)

• Chatwoot (open source / cloud) — open‑source, self‑hostable omnichannel inbox (website chat, email, Facebook/Instagram, WhatsApp, SMS, Telegram). Good if you need data‑sovereignty or want to self‑host to control costs; vendor/cloud and self‑hosted pricing available (free community edition + paid cloud tiers). (chatwoot.com)

• Respond.io — focused on messaging‑first teams (WhatsApp, Instagram, FB Messenger, Google Business Messages, SMS). Pricing often uses “monthly active contacts” rather than per‑seat; good when messaging volumes and CRM-style contact routing/broadcasts are primary. WhatsApp fees are extra (Meta/partner pass‑through). (respond.io)

• MessageBird Inbox / Bird — omnichannel inbox product with wide channel support and automation/flow builder. Often priced per seat with add‑ons for channels; strong for global messaging and programmatic flows. (messagebird.com)

• Front — “shared inbox” with omnichannel support, team collaboration, and AI summaries; strong if teams collaborate across email/chat/SM in a single modern workspace. Most channels included on mid+ plans; check WhatsApp add‑on details. (front.com)

• Help Scout — simple shared inbox and knowledge base with unlimited users (contact‑based pricing model). Good for small teams that want an easy shared inbox, knowledge base and predictable pricing (free tier and paid plans). (helpscout.com)

Quick notes about costs & messaging channels

• WhatsApp / Meta messaging fees: since mid‑2025 many platforms pass through Meta’s per‑message / per‑template fees (pricing model changed to template/message in July 2025). Expect vendors to charge platform usage on top of seat/plan fees. Factor that into estimates if WhatsApp is important. (support.freshdesk.com)

How to choose (checklist)

• Which channels must be first-class (WhatsApp, Instagram DMs, SMS, in‑app)? Prioritize vendors that advertise native support for those channels. (E.g., Zendesk, Freshdesk, Respond.io, MessageBird, Chatwoot) (zendesk.com)
• Pricing model: per‑agent vs per‑contact vs per‑active‑contact vs seat + channel fees. Match to your volume (high messaging volumes often prefer per‑contact or conversation pricing). (respond.io)
• Automation & AI: do you need built‑in AI agents / suggested replies / auto‑triage? Freshdesk (Freddy), Zendesk (Answer Bot), Chatwoot (Captain) and Respond.io offer built‑in AI capabilities. (crmsupport.freshworks.com)
• Integrations & CRM: if you need tight sales/support integration, pick HubSpot or a vendor that has native connectors to your ERP/CRM. (blog.hubspot.com)
• Data residency & compliance: self‑hosted/open source (Chatwoot) or enterprise plans from Zendesk/MessageBird/Front offer stronger controls and compliance options. (chatwoot.com)

Suggested rollout approach (fast, low‑risk)

1. Pick 2 vendors (one SaaS vendor + one self‑host/open option if data control matters).
2. Run a 30‑day pilot connecting your top 2–3 channels (e.g., website chat + WhatsApp + email) and onboard a small agent group. Measure response time, threading accuracy, and how many automations save agent time. (All vendors above offer trials or free tiers.) (chatwoot.com)

If you tell me which channels you must support (e.g., WhatsApp, Instagram, SMS, in‑app) and your team size / budget band, I can narrow this to the 2–3 best fits and a simple price estimate and rollout checklist.