You think you know which chat channel will convert until checkout friction, compliance fees, and agent handoffs kill the ROI. After helping startups scale, I learned that the winners standardize three things early: event‑driven triggers tied to carts, WhatsApp template and pricing rules, and human‑in‑the‑loop escalation for high‑intent buyers. In 2025, WhatsApp shifted Business Platform billing to per‑message with free utility templates inside the 24‑hour service window, which changed every cost model overnight, as documented in Meta's official update on the new pricing model that took effect July 1, 2025 (Meta documentation).
The broader context explains why this category is hot. CPaaS, the backbone for omnichannel messaging, reached 16.7 billion dollars in 2024 revenue and grew 7.7 percent year over year, per an IDC market brief covered by TelecomTV. I analyzed 15 platforms in this space. Five consistently delivered the best outcomes for commerce teams, and I included one runner‑up for specific API cases. You will see where each tool fits, what it actually costs based on public listings, and which limitations show up in independent reviews.
Botmaker
Advanced conversational platform that blends hybrid bots with live agents across sales and support. Strong WhatsApp focus with multi‑channel expansion.
Best for: Brands that sell on WhatsApp and need agent handoff, intent routing, and campaign flows without building from scratch.
Key Features:
- Multi‑channel chatbots with live chat and role‑based access, plus analytics and A/B testing, per aggregated user‑reported features on G2's Botmaker page.
- AI text generation and summarization for faster bot iteration, also listed on G2 features.
- Routing to human agents and menu‑based journeys reported in G2 reviews.
Why we like it: From my experience in the startup ecosystem, Botmaker is one of the few SMB‑friendly options that still offers enterprise‑style guardrails like granular permissions and analytics without a long deployment.
Notable Limitations:
- Documentation depth and integration clarity come up as gaps in user feedback, including comments about HubSpot integration complexity and limited guidance in G2 reviews.
- Some reviewers flag export granularity limits for message‑level history on G2.
Pricing: Public pricing is listed on marketplaces and review sites. G2 shows a free tier up to 300 sessions per month, then paid editions starting at 149 dollars per month for 3,000 sessions, with higher tiers at 249 dollars and above (G2 pricing).
TxtCart
Conversational SMS platform for Shopify that pairs AI with human agents for abandoned cart recovery and two‑way SMS campaigns.
Best for: Shopify stores that want cart rescue texts plus conversational SMS campaigns, with built‑in compliance and quick setup.
Key Features:
- Two‑way SMS for cart recovery and campaigns, AI agents, inbox, and segmentation noted on the Shopify App Store listing.
- Built‑in SMS compliance flags and real‑time analytics, also stated on the app listing.
- Integrations with Klaviyo, Gorgias, Recharge, and more as listed by Shopify.
Why we like it: Working across different tech companies, I have seen SMS pay for itself fast when you already capture opt‑ins. TxtCart's human‑plus‑AI approach is practical when you lack a staffed chat team.
Notable Limitations:
- Pricing model includes a percentage of recovered sales, which some merchants criticize as expensive on public threads like this February 2025 discussion on /r/shopify.
- SMS in the United States carries per‑carrier A2P 10DLC fees and campaign registration costs that add to program totals, as summarized by third‑party guides that list current per‑message carrier fees (Telnyx help center).
Pricing: Free to install on Shopify with a 29 dollar monthly minimum and a transaction fee on recovered carts that drops on higher tiers, plus per‑SMS/MMS rates and carrier fees, per the Shopify App Store pricing table (Shopify listing).
Octane AI
Shopify‑first quiz and conversational data capture that drives product recommendations and feeds email or SMS flows.
Best for: Stores that need guided selling and zero‑party data to power Klaviyo, Attentive, or similar tools.
Key Features:
- AI quiz builder with branching logic and design control, with integrations into Klaviyo, Attentive, Recharge, and more as listed on the Shopify App Store.
- A/B testing and analytics on quiz performance, also noted on the app page.
- Data sync to marketing platforms for segmented flows.
Why we like it: After helping startups scale, I have seen guided selling beat generic popups. Octane AI turns product discovery into data you can act on across channels.
Notable Limitations:
- Some merchants cite limited visibility into customer paths and higher costs at scale in their Shopify reviews feed (Shopify reviews).
- G2 reviewers mention integration friction and occasional need for technical configuration beyond basics (G2 reviews).
Pricing: Starts at 50 dollars per month with higher plans at 200 and 500 dollars per month, per the Shopify App Store pricing section (Shopify listing).
LivePerson
Enterprise conversational commerce and care with AI assistants, proactive messaging, and analytics across web, app, SMS, and social channels.
Best for: Mid‑market and enterprise teams that need omnichannel orchestration, proactive outreach, and advanced analytics with governance.
Key Features:
- Multi‑channel agent workspace with co‑browse, secure forms, and campaign builder, listed on G2's LivePerson feature breakdown.
- Intent Manager, bot builder, knowledge tools, and proactive messaging across WhatsApp, SMS, and in‑app, per G2's pricing and features snapshots.
- Human‑in‑the‑loop controls, analytics studio, and CRM connectors reported on G2 features pages (G2 features, G2 pricing overview).
Why we like it: For high‑volume brands, LivePerson's proactive and analytics layers reduce guesswork when you map intents to sales and service outcomes.
Notable Limitations:
- Multiple reviews cite steep learning curve, higher total cost, and the need for expert configuration, as seen in aggregated feedback on G2 and workflow complexity noted on TrustRadius.
- Some user feedback reports slower support response and occasional performance lags during peak periods on G2.
Pricing: Pricing not publicly available. Contact LivePerson for a custom quote. G2 lists quote‑based Bronze, Silver, and Gold editions without public rates.
Nextiva
Unified customer experience platform adding conversational commerce across chat, SMS, social, voice, and contact center.
Best for: Teams consolidating telephony, messaging, and contact center with one vendor while exploring AI chat and voice agents.
Key Features:
- Multichannel service across phone, SMS, live chat, email, and social, highlighted in independent product reviews like Forbes Advisor's Nextiva review.
- Enterprise contact center capabilities following its AI and CX push reported at CCW 2024 (Business Wire coverage).
- 24/7 support and unified dashboard noted in third‑party reviews (business.com review).
Why we like it: If you are already on Nextiva for telephony or contact center, expanding into conversational commerce inside the same stack can shrink vendor sprawl.
Notable Limitations:
- Public reviews call out app usability issues and support friction in some cases, including community threads and long‑form reviews (/r/VOIP threads).
- Conversational commerce specifics and packaging are still evolving based on recent announcements, so scoping is key.
Pricing: Pricing not publicly available for the conversational commerce solution. Contact Nextiva for a custom quote.
Gupshup
Messaging and conversational AI platform with APIs and tooling for WhatsApp, SMS, and omnichannel commerce and engagement.
Best for: Product teams that want API‑driven WhatsApp and messaging at scale, with marketplace contract options.
Key Features:
- Bot platform and WhatsApp marketing, personalization, and escalation features reported on G2's Gupshup page.
- Active roadmap and AI investments covered by recent funding news in July 2025 (Times of India report).
- Availability via AWS Marketplace contracts for WhatsApp messaging packages, with published annual or monthly prices (AWS Marketplace listing).
Why we like it: For engineering‑led teams, the API depth and marketplace procurement make it easy to pilot, meter, and scale WhatsApp commerce use cases.
Notable Limitations:
- Reviews point to inconsistent support response times and reporting depth, visible across recent Capterra reviews.
- WhatsApp pricing changes can shift unit economics, so you need tight monitoring, see the July 1, 2025 per‑message shift in the official Meta update.
Pricing: AWS Marketplace shows packaged WhatsApp message bundles, for example 25,000 monthly marketing messages at 272.50 dollars on a one‑month contract, with other categories priced separately. Enterprise contracts vary.
Conversational Commerce Tools Comparison: Quick Overview
| Tool | Best For | Pricing Model | Free Option |
|---|---|---|---|
| Botmaker | WhatsApp‑led sales and support with hybrid bots | Tiered subscriptions by monthly sessions | Yes, free up to 300 sessions per month |
| TxtCart | Shopify cart recovery and SMS campaigns | Monthly plan plus percentage of recovered sales, per‑message fees, carrier fees | Free to install, plan minimums apply |
| Octane AI | Guided selling, zero‑party data for DTC | Monthly subscription by quiz engagements | 14‑day free trial |
| LivePerson | Enterprise omnichannel with proactive outreach | Custom quote | No |
Conversational Commerce Platform Comparison: Key Features at a Glance
| Tool | Omnichannel Messaging | AI Bot Builder | Human Handoff |
|---|---|---|---|
| Botmaker | Yes, web, WhatsApp, social per G2 | Yes | Yes |
| TxtCart | SMS focus | Yes, SMS agent plus human | Yes |
| Octane AI | Feeds email and SMS via integrations | Yes, quiz logic | Natively not a live chat tool |
| LivePerson | Yes, web, app, SMS, WhatsApp, social per G2 | Yes, intents and builder | Yes |
Conversational Commerce Deployment Options
| Tool | Cloud API | On‑Premise | Air‑Gapped | Integration Complexity |
|---|---|---|---|---|
| Botmaker | Yes | No public evidence | No public evidence | Moderate, based on G2 reviews citing setup and documentation gaps |
| TxtCart | Shopify app, cloud | No public evidence | No public evidence | Low, per Shopify app model |
| Octane AI | Shopify app, cloud | No public evidence | No public evidence | Low to Moderate, merchants note setup time in reviews |
| LivePerson | Yes | No public evidence | No public evidence | High, reviewers cite learning curve and advanced configuration on TrustRadius and G2 |
Conversational Commerce Strategic Decision Framework
| Critical Question | Why It Matters | What to Evaluate | Red Flags |
|---|---|---|---|
| How will WhatsApp's July 1, 2025 per‑message pricing impact our unit economics? | Pricing moved from conversation to per‑message, utility templates are free inside the service window | Message mix across marketing, authentication, utility, and timing windows | Tools without transparent analytics for WhatsApp categories |
| Do we need SMS in the US, and have we budgeted carrier and 10DLC fees? | Carrier and registration fees add to cost per send | Total cost per message, 10DLC campaign fees, required throughput | Ignoring per‑carrier fees documented in guides |
| Is human handoff required for high‑AOV orders? | Live agents can save complex sales | Native live chat, queueing, and SLA routing | Bot‑only tools with no escalation path |
| Do we need a marketplace contract for procurement? | Faster trials and predictable packages | Availability on AWS or similar marketplaces | Only direct vendor quotes with no published usage options |
Conversational Commerce Solutions Comparison: Pricing & Capabilities Overview
| Organization Size | Recommended Setup | Monthly Cost | Annual Investment |
|---|---|---|---|
| Startup Shopify store | Octane AI Octane plan for guided selling plus TxtCart Starter for SMS recovery | 50 dollars + 29 dollars minimum, plus per‑message and carrier fees | From 948 dollars plus usage |
| Growing DTC brand | Botmaker Standard for WhatsApp chat commerce, or Octane Plus for higher quiz volume | Botmaker from 149 dollars per month on G2, or Octane Plus at 200 dollars | From 1,788 to 2,400 dollars |
| API‑led mid‑market | Gupshup WhatsApp package from AWS Marketplace | Example 272.50 dollars for 25,000 monthly marketing messages, other categories priced separately | From 3,270 dollars, plus other categories |
| Enterprise omnichannel | LivePerson or Nextiva scoped deployment | Custom quote | Custom quote |
Problems & Solutions
Problem 1: WhatsApp pricing changed to per‑message on July 1, 2025, so campaign budgets can drift without guardrails.
- Solution with Gupshup: Buy fixed message bundles or metered contracts via AWS Marketplace to bound spend, then monitor categories as Meta's model now bills template messages per send and keeps utility templates free inside the service window.
- Solution with Botmaker or LivePerson: Use proactive messaging and analytics to track message types by intent and channel as listed in their G2 feature sets.
Problem 2: US SMS requires A2P 10DLC registration and carriers add per‑message fees that increase total cost.
- Solution with TxtCart: Built‑in compliance flags are part of the Shopify app feature set, and merchants can plan budgets using third‑party carrier fee tables, for example the rates summarized by Telnyx.
- Solution with Nextiva: If you already centralize voice and SMS on Nextiva, manage SMS volumes alongside contact center reporting as covered in independent reviews.
Problem 3: Buyers cannot find the right product in chat, so agents end up handling basic discovery.
- Solution with Octane AI: Deploy an AI quiz to collect zero‑party data and pass segments to Klaviyo or Attentive for follow‑up flows, a use case verified on the Shopify App Store listing and reviews.
- Solution with LivePerson: Use intent models and knowledge features to answer common questions and escalate only when needed, per G2 features and customer feedback.
Problem 4: Cart recovery is fragmented across channels, so revenue attribution is unclear.
- Solution with TxtCart: Two‑way SMS cart recovery plus analytics and ROI tracking listed on the Shopify App Store page.
- Solution with Botmaker: Unified conversation analytics and A/B testing to compare prompts and flows, reported on G2's feature set.
Problem 5: API teams need rapid procurement and scale for WhatsApp in new markets.
- Solution with Gupshup: Contract via AWS Marketplace with predefined packages for faster legal and budget cycles, then scale across regions as needed.
- Industry context: Meta continues to add business features to WhatsApp, including new AI tools for targeting and payments such as PIX in Brazil, covered by Reuters.
The Bottom Line on Conversational Commerce in 2025
If you sell on Shopify and need quick wins, start with Octane AI for guided selling and TxtCart for two‑way recovery, then add WhatsApp through Botmaker if your buyers live there. If you need APIs and procurement speed, start pilots on Gupshup via AWS Marketplace. Enterprises that want orchestration, proactive outreach, and analytics should short‑list LivePerson and consider Nextiva if they want to consolidate CX. The broader CPaaS trend line remains positive, with 2024 revenues up 7.7 percent and a forecast of 9.3 percent CAGR through 2029, according to IDC's tracker summarized by TelecomTV.
All pricing above references public marketplace or app store listings. Where vendors do not publish rates, I stated "Pricing not publicly available." If you need deeper diligence or custom RFP checklists, ask and I will map requirements to message category economics under the updated WhatsApp model documented by Meta.
