Hello vs. Zenvia: Which Customer Service Platform Fits Your Business? (2026)

July 2026 · 11 min read

If you're choosing a customer service and sales platform for your Brazilian business, Hello by MSG91 and Zenvia are two names worth comparing. Both help you manage customer conversations, automate support, and sell more but they're built with different strengths and different types of business in mind.

This is an honest, fact-based comparison. Every feature and price here comes from each platform's official pages. We'll look at what each does well, where they differ, and who each fits best so you can make a confident choice.

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Meet the two platforms

Zenvia is one of the largest and most established communication companies in Latin America, publicly listed and headquartered in São Paulo. Its Zenvia Customer Cloud is a broad platform spanning mass messaging, multichannel customer service, generative AI, chatbots, and data governance. It supports seven channels (SMS, WhatsApp, RCS, email, Facebook Messenger, Instagram, and Webchat) through channel packages, priced as a software plan plus a separate channel package.

Hello by MSG91 is an all-in-one, WhatsApp-first customer engagement platform. It brings together an omnichannel inbox spanning six messaging channels WhatsApp, Instagram, email, live chat, Facebook Messenger, and RCS along with a no-code chatbot builder, an agentic (instruction-based) AI, and built-in ticketing. It also offers voice bots for WhatsApp calling and phone IVR. As a Meta tech partner, MSG91 provides the official WhatsApp Business API, and Hello is designed to be self-serve: you can start free and go live in a day.

Both are capable. The right choice depends on your size, your priorities, and how you like to buy and run software.

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Features: where they overlap and where they differ

On the fundamentals, these platforms have a lot in common. Both centralize multiple channels, both offer the official WhatsApp API, both include AI, both provide chatbots and automation, and both offer ticketing and mass messaging.

The differences show up in scale, structure, and how you buy.

Zenvia offers breadth across channels. It's a wide platform with generative AI, data governance, SLA-based support, configurable automations, and a channel catalog sold as separate packages. Its structure a software plan plus individually-priced channel packages plus per-user fees gives large operations flexibility, though it means more moving parts to assemble and manage.

Hello delivers comparable capability in one bundled, all-in-one platform. It combines the omnichannel inbox, no-code chatbot builder plus agentic AI, ticketing, and voice bots together with unlimited agents on every plan and enterprise-grade security built in (ISO 27001 certified, SOC 2 Type II audited, and VAPT tested). Instead of assembling a software plan plus separate channel packages plus per-user fees, Hello keeps everything in straightforward plans that scale from a free tier up serving small teams and larger operations alike, without per-seat costs or a layered setup.

Here's a side-by-side of the core capabilities:

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Ease of setup and use

Both platforms are approachable in their own way, but they're built for different buying styles.

Hello is fully self-serve: you connect your channels, build your flows with the no-code builder, and can go live in about a day, with onboarding help articles available in Portuguese no setup fee and no sales call required.

Zenvia's entry Starter plan is self-serve too, but its model is more layered: you choose a software plan, then add a channel package, and enabling WhatsApp and/or RCS carries a one-time setup fee in the first month (ranging from R$649 on lower plans up to R$3.999 on Professional). For larger plans and the Enterprise tier, you work with sales. This structure gives large operations flexibility, but it's more to configure than a single bundled plan.

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Pricing

This is where the two platforms differ most in structure, and both publish their pricing openly.

Zenvia separates pricing into a software plan plus a channel package, and counts usage in Interactionz (interaction credits a 24-hour conversation window opened when a company or customer starts a conversation). Users are included up to a set number per plan, with extra users charged separately.

On top of the software plan, you add a channel package (starting at R$100/month) for message volume, and additional users cost R$100–250 each depending on plan. Extra Interactionz are billed per unit (R$0,86–R$2,50 depending on plan).

Hello uses a usage- and ticket-based model, with unlimited agents and teams on every plan and no separate channel package or setup fee:

The practical takeaway: Zenvia's model is layered software plan + channel package + per-user fees + setup which adds flexibility but also complexity and cost as you add users and channels. Hello keeps pricing simple and bundled, with unlimited users included on every plan, making costs easier to predict and letting any business small or large scale up without per-seat charges or a multi-part setup.

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Who each platform is best for

Zenvia is a strong fit if:

• You want a broad channel catalog (seven channels) with flexible per-channel packages
• You specifically prefer a layered software-plus-channel-package purchasing model
• You want SMS as a primary high-volume channel with tiered per-message rates
• Your procurement is set up for per-user licensing and separate channel contracts

Hello is a strong fit if:

• You want to start free and scale cost only as you grow
• You want unlimited users on every plan, with no per-seat charges
• You prefer simple, bundled pricing with no separate channel package or setup fee
• You want enterprise-grade security (ISO 27001, SOC 2 Type II, VAPT) without enterprise complexity
• You want self-serve setup and going live quickly
• You want ticketing, chatbot, agentic AI, and voice bots bundled together in one platform

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The bottom line

Zenvia is a large, established platform with real breadth seven channels, generative AI, and strong SLA and data-governance features sold through a layered software-plus-channels model that suits operations wanting that structure.

Hello matches the core capability set and adds the advantages of an all-in-one platform: unlimited users on every plan, enterprise-grade security (ISO 27001, SOC 2 Type II, VAPT), bundled pricing with no setup fee, and a free entry point that scales affordably. It's simpler to buy, faster to launch, and serves businesses of every size from a small team to a large operation without per-seat costs or a multi-part setup.

The good news: you can try Hello risk-free. Start on a free plan today, connect a channel, build a chatbot, and see how it works with your own customers before spending anything