Key Features
A complete map of what WaDesk SaaS — the AI-Powered WhatsApp CRM, Marketing Automation, Chatbot Builder & Bulk Messaging Platform — can do. For each feature this page gives a short description of what it does, where to find it in the app, and — where it applies — whether it needs a paid plan. Every area links to its own detailed guide in the sidebar.
About the "Plan" column. Some features are only available on paid plans, and this is always enforced on the server. Some are simply on or off; others have a usage limit (for example, how many messages you can send per month). A dash means the feature is available on every plan. See Plan Enforcement for how this works.
Connectivity & Channels
How a workspace gets a WhatsApp number online. Everything channel-related lives on the Devices screen, which shows the setup for whichever engine the workspace is using.
| Feature | What it does & where it lives |
|---|---|
| Three engines | Connect WhatsApp using the Unofficial API (QR pairing), the official WhatsApp Cloud API (Meta), or Twilio. Chosen per workspace on the Devices screen; the whole app adapts to the engine in use. |
| Unofficial API (QR pairing) | Link any number like WhatsApp Web by scanning a QR code or entering a pairing code. Fastest start; no Meta approval needed. |
| WhatsApp Cloud API | Connect a verified WhatsApp Business Account, either by entering your Meta details or with one-click sign-up through Meta. Supports multiple numbers per workspace, each shown as a card on the Devices screen. |
| Twilio WhatsApp | Connect one Twilio sender (your Twilio account details and sender number), with a test/live toggle. All sends then go through Twilio. |
| Device management & multiple numbers | Pair numbers, watch live connection status (Connected, Disconnected, Needs re-pair, or Failed), reconnect, and spread sends across several active devices — all on the Devices screen. |
| WhatsApp Coexistence (v1.1) | Onboard a number that is already running on the WhatsApp Business app via Meta's one-click sign-up — keeping its chat history and mobile access. Messages typed in the app, the business's contacts, and past chat history are mirrored into your Team Inbox. Enabled by the admin under Settings; launched from the Devices screen. |
| Run several engines at once (v1.1) | A workspace can connect any combination of the three engines simultaneously. Sender pickers across campaigns, broadcasts, scheduled sends, flows, and the inbox group senders by engine; the correct engine is chosen per message and replies go out on the channel the customer used. |
| Per-number proxy (IP isolation) (v1.2) | Route each Unofficial-API number out through its own proxy IP, with a fail-closed preflight that verifies the outbound IP before connecting — so numbers on one server don't share an IP. Set per number on the Devices screen; lowers the IP-correlation behind bulk bans. |
Full setup for all three engines: Connecting a Channel. Developer detail: WhatsApp Engines.
Multi-Channel New in v1.6
WaDesk is no longer WhatsApp-only. Connect the channels below and work them all from the same Team Inbox, with the same auto-reply, flows, AI agent and — where the channel allows — broadcasts. Each is added under Settings → Channels, scoped to your workspace, and replies back on its own transport automatically.
| Channel | What you can do | Guide |
|---|---|---|
| Instagram DMs | Two-way DMs, story replies and comment-to-DM, with auto-reply, flows, an AI agent, and broadcasts to people who already messaged you. Past conversations backfill on connect. | |
| Facebook Messenger | Two-way Messenger chats with history backfill, auto-reply, flows, an AI agent, and broadcasts inside the 24-hour window. | |
| Telegram | Connect a bot for two-way chat, auto-reply, flows, an AI agent, and broadcasts to everyone who started the bot. | Telegram |
| TikTok | Insights, publishing, TikTok Shop and ad-lead capture into Contacts. DM inbox is wired end-to-end and activates once you have TikTok Messaging-Partner approval (region-gated). | TikTok |
| SMS (Twilio & MSG91) | Inbound texts and replies in the inbox, plus SMS broadcasts and SMS campaigns with real sent / delivered / failed analytics. | SMS |
| LINE New in v1.7 | Connect a LINE Official Account for two-way chat, auto-reply, flows, an AI agent, rich menus, Flex messages and narrowcast broadcasts. Self-serve — no app review. | LINE |
| WeChat New in v1.7 | Connect a Verified Service Account for two-way chat inside the 48-hour window, template messages, a custom menu, flows, an AI agent and mass sends. | |
| Viber New in v1.7 | Paste one token and WaDesk registers the webhook for you. Two-way chat with read receipts, keyboards and carousels, auto-reply, flows, an AI agent and broadcasts to every subscriber. | Viber |
| Email (MailTrixy) New in v1.7 | Bring your mailboxes into the same inbox as your chats. Reply from the inbox, import existing mail on link, sync on demand, plus email flows and email campaigns. |
Each channel keeps its own message counts and analytics, so your reporting stays clean per channel.
Team Inbox & Conversations
The shared workspace for talking to customers, plus internal team comms.
| Feature | What it does | Where to find it | Plan |
|---|---|---|---|
| Team Inbox | One shared inbox the whole team works from: assign chats, leave internal notes, snooze, tag, and resolve. Saved replies speed up answers. | Team Inbox | — |
| Kanban board | See conversations as cards across columns for your sales or support stages. | Team Inbox → Kanban | Paid plans |
| Collision detection | Shows who is viewing and typing, so two agents never reply to the same chat at once. | Team Inbox | — |
| Auto-assignment & SLA | Rules send new chats to the right agent or team; response-time timers track how quickly you reply. | Team Inbox | — |
| 1-to-1 Chat | Quick direct message to a single number, with media, location, reactions, and stickers. | Chat | — |
| Team Chat | Internal channels for your staff with @mentions; new members join after approval. | Team Chat | — |
| Members | Manage which teammates can work the inbox and their inbox roles. | Team Inbox → Members | — |
Guides: Team Inbox, Chat, Team Chat.
Outreach & Bulk Messaging
Reaching many contacts at once, with full per-recipient tracking and ban-aware pacing.
| Feature | What it does | Where to find it |
|---|---|---|
| Campaigns | Bulk sends to a chosen audience, with sending-speed controls and smart routing per message to lower ban risk. | Campaigns |
| Broadcasts | Template broadcasts that track delivery, read, failed, and queued status for each recipient, with retry. | Broadcasts |
| Scheduled Messages | One-off and recurring sends, sent at the right local time for each contact. | Scheduled |
| Link Generator | Create trackable short links and see how many people click them. | Link Generator |
| WhatsApp Warmer (v1.2) | A per-number warm-up profile — ramping daily budget, send gaps, active hours, spintax wording, and a health score — enforced on campaigns, broadcasts and scheduled sends to lower ban risk and protect the quality rating. | Warmer |
| Message History | A searchable record of everything sent and received across the workspace. | Message History |
How much you can send here depends on your plan's limits (for example, messages per month and broadcast recipients). Guides: Campaigns, Broadcasts, Scheduled, Link Generator.
Templates & Automation
Pre-approved messages and hands-off flows that run conversations for you.
| Feature | What it does | Where to find it | Plan |
|---|---|---|---|
| WhatsApp Templates | Build, check, and submit message templates to Meta for approval, then send them with personalized fields, carousels, headers, and buttons. | Templates | Paid plans (with a limit) |
| Flows (visual builder) | No-code drag-and-drop automations: text, buttons, lists, polls, conditions, delays, AI, Google Sheets/Docs/Forms, appointments, Google Meet, and store actions. Started by a keyword, a tag being added, someone joining a group, or by hand. | Flows | Limited by plan |
| Auto Reply | Instant keyword-based replies, with cool-down periods and media attachments. | Auto Reply | — |
| Chatbot Widget | A chat widget you can add to your website, with your own styling and protected by a private access link (no login needed). Can be powered by an AI assistant. | Chatbot Widgets | — |
| WhatsApp Forms | Native in-chat forms for collecting structured answers. Cloud API engine only. | WhatsApp Forms | — |
Guides: Templates, Flows, Auto Reply, Chatbot Widget, WhatsApp Forms.
AI Suite
Chat and voice AI, all powered by your own provider keys (OpenAI, Anthropic, Gemini) that the admin sets up once under Admin → AI Keys.
| Feature | What it does | Where to find it | Plan |
|---|---|---|---|
| AI Training | Teach chat assistants from your own content — web pages, plain text, and question-and-answer pairs — then use them in the chatbot widget, auto-replies, and the AI step inside flows. | AI Training | Paid plans |
| AI Call Assistant | A voice assistant that answers phone calls, follows the instructions you give it, and can run your tools during the call. | AI Assistants | Paid plans |
| Call Logs | Transcripts, recordings, and a timeline of any tools used, for every voice call. | Call Logs | Paid plans |
| WhatsApp Calling | Native WhatsApp Business voice calling (where supported). | Calling screen | Paid plans |
Guides: AI Training, AI Call Assistant, Call Logs, WhatsApp Calling.
Commerce & Appointments
Sell products and book time directly through WhatsApp.
| Feature | What it does | Where to find it | Plan |
|---|---|---|---|
| Catalog | Keep a product catalog and send product lists straight into a chat. | Catalog / Store → Products | — |
| Storefront & Orders | A hosted online store, plus order tracking from start to finish. | Store → Storefront / Orders | — |
| Appointments | Time-slot booking with confirmations and Google Calendar / Meet links; can be used as a step in a flow. | Appointments | Paid plans |
| WhatsApp Pay (v1.2) | Native in-chat payments via the WhatsApp order_details message — the customer pays without leaving the conversation. Region-locked by Meta; the payment configuration is set on Meta's side. Cloud API engine. | Store checkout | Depends on plan |
Guides: Catalog, Storefront, Appointments.
Marketing, Contacts & Analytics
Audience data, paid acquisition, and reporting.
| Feature | What it does | Where to find it |
|---|---|---|
| Meta Ads | Create, sync, and report on Click-to-WhatsApp ad campaigns, without leaving WaDesk. | Meta Ads |
| Contacts & Groups | Import from a spreadsheet, tag, group, and search your audience; joining a group can start a flow. | Contacts |
| Attributes | Built-in and custom fields used to personalize templates, flows, and broadcasts. | Attributes |
| Analytics | Charts for delivery, reads, and conversions across campaigns and devices. | Analytics |
Guides: Meta Ads, Contacts, Attributes, Analytics.
Sales Pipeline (Deals CRM) New in v1.1
A built-in sales CRM on the Deals screen: track opportunities as cards across your own pipeline stages and close them on WhatsApp. Available on plans with the Sales Pipeline feature.
| Feature | What it does & how it connects | Where to find it |
|---|---|---|
| Kanban board | Drag deals across stages; a slide-over panel shows the deal's value, contact, activity timeline, notes, and tasks. Dragging to a Won/Lost stage closes it automatically. | Deals |
| Created from anywhere | A deal can be added by hand, from a chat in the Team Inbox ("Create deal"), automatically from a store order (opt-in), from a flow step, or over the REST API — each one links to its contact and conversation. | Deals / Team Inbox / Flows |
| Two-way flow automation | Moving a deal to a stage can launch a WhatsApp flow (the deal stage changed trigger); and a flow can itself create or move a deal — so chats drive the pipeline and the pipeline drives chats. | Flows |
| Tasks & reminders | Add follow-up tasks to a deal; overdue tasks automatically nudge the deal's owner. | Deals → deal detail |
| Reports | Value by stage, win-rate, weighted forecast, and an agent leaderboard. | Deals → Reports |
Release overview: Change Log → Sales Pipeline. REST access via the REST API at /api/v1/deals (live reference at /developers/docs in your app).
Integrations
Connecting WaDesk to the tools you already use.
| Feature | What it does | Where to find it | Plan |
|---|---|---|---|
| Google Workspace | Connect a Google account to use Calendar, Meet links, Sheets, Docs, and Forms inside flows and appointments. | Google Account | — |
| Shopify | Sync your store's activity to send order updates and recover abandoned carts. | Shopify | Depends on plan |
| WooCommerce | Connect a WooCommerce store for the same store automations. | WooCommerce | Depends on plan |
| HubSpot | Sync contacts and CRM data with HubSpot. | HubSpot | Depends on plan |
| REST API (v1.1) | A public, versioned API (/api/v1) with 50+ endpoints — send messages, run broadcasts & campaigns, schedule sends, manage contacts, deals, flows, templates, and devices. Authenticated with per-workspace API keys; every send routes through the same engine as the dashboard. Live reference at /developers/docs. | More → Developers | Paid plans |
| Outgoing Webhooks | Subscribe a URL to 17 events (message received / sent / delivered / read / failed, broadcast & campaign status, contact and device events), delivered as a signed JSON POST (HMAC-SHA256 in X-WaDesk-Signature) you can verify. | Webhooks | Paid plans |
| Incoming Webhooks (v1.1) | Generate an inbound capture URL that records every request it receives and can relay it onward — for piping external systems into WaDesk. | Webhooks → Incoming | Paid plans |
| Slack (v1.1) | Send a WhatsApp message straight from Slack with a signature-verified slash command (/wa send name: message). | Integrations | Depends on plan |
| Trello (v1.1) | Connect a Trello board webhook so card events (e.g. assigning a member) can trigger a WhatsApp action. | Integrations | Depends on plan |
| Browser Extension | A companion browser extension that sends messages and looks up your data (devices, templates, fields, history, and quick send) after you log in. | Browser extension | — |
Guides: Google, E-commerce & CRM, Webhooks, Browser Extension.
Account & Team
What an individual workspace owner or member manages about themselves.
| Feature | What it does | Where to find it |
|---|---|---|
| Account & Billing | Your profile, current plan, invoices, and plan changes; the branding controls here are available when your plan allows removing WaDesk branding. | Account / Account → Plans |
| Team Members | Invite teammates into the workspace and assign their role. | Team Inbox → Members |
| Notifications | Choose which events alert you, in the app and by email (for example, a device disconnecting). | Notifications |
| Activity Log | A record of your own recent actions. | Activity Log |
| Dashboard Quick Access (v1.2) | A customisable shortcut grid on your dashboard — pin the app pages and custom links you use most for one-click access. | Dashboard |
Guides: Account & Billing, Team Members, Notifications, Activity Log.
Multi-Client SaaS & Admin
Everything the platform owner controls, in the Admin panel.
| Feature | What it does | Where to find it |
|---|---|---|
| Admin Dashboard | Platform-wide stats for users, workspaces, revenue, and messaging. | Admin |
| User Management | Create, edit, import, and delete or restore users. | Admin → Users |
| Workspaces | View, create, suspend, and manage every client workspace. | Admin → Workspaces |
| Plans & Packages | Define subscription plans, set the roughly 30 features and usage limits for each, and view plan analytics. | Admin → Packages |
| Payment Gateways | Turn on and set up the 31 payment gateways for checkout — now including Lemon Squeezy (v1.2). | Admin → Payment Gateways |
| Coupons & Credits | Discount coupons and credit packages that top up the wallet. | Admin → Coupons / Credit Packages |
| Add-on Packages (v1.1) | Sell à-la-carte feature packs on top of a base plan (like credit packages, but for features and limits). Bought after a plan and shown on a dedicated Add-ons tab in the customer's account; their flags and limits stack on top of the plan. Optional data-retention control can auto-wipe a workspace's data a set number of days after its plan expires. | Admin → Add-ons |
| Billing & Finance | Revenue, billing and order history with analytics, and invoices. | Admin → Financial / Billing History |
| Roles & Permissions | Define roles and fine-grained permissions, including access for your platform staff. | Admin → Roles / Permissions |
| AI Keys | Store your AI provider keys (OpenAI, Anthropic, Gemini) once for the whole platform. | Admin → AI Keys |
| System Settings | General settings, allowed sending engines, checkout settings, branding, and more. | Admin → Settings |
| Localization & Translation | Currencies, languages, and translation providers, with usage tracking. | Admin → Currencies / Languages / Translation Providers |
| Platform Inbox | A staff-side inbox for your platform team. | Admin → Team Inbox |
| Announcements | Publish platform-wide announcements to your clients. | Admin → Announcements |
| Support & Guidebook | A built-in support desk and an in-app guidebook. | Admin → Support / Guidebook |
| Appearance & Theme Colours (v1.2) | Recolour the entire dashboard (user + admin) to your brand palette; injected live, with one-click reset. | Admin → Appearance |
| Auth Page Editor (v1.2) | Edit the public Login / Register / Forgot pages live — pick a template, click any text to edit inline, set the accent colour, and drop in side media. | Admin → Settings → Auth Pages |
| Cloud Storage (v1.2) | Store uploaded media on S3 / Wasabi / Backblaze / Spaces / R2 / MinIO instead of the local disk. Off by default; switching is non-destructive. | Admin → Storage |
| Blog & SEO (v1.2) | Author a marketing blog with full SEO meta, JSON-LD, a dynamic sitemap and robots.txt; public at /blog. | Admin → Blog |
| AI Usage Dashboard (v1.2) | Platform-wide AI token burn and estimated cost — by provider, model, and workspace, with a platform-key vs BYOK split and live key health. | Admin → AI Dashboard |
| System Health (v1.2) | Live probes for the database, cache, queue, Node bridge and storage, plus 24h activity, a throughput chart, per-engine status and host vitals. Auto-refreshes. | Admin → System Health |
White-label branding applies to the whole platform and to each workspace; removing WaDesk branding is available on plans that allow it. The number of workspaces one owner can create is also set by their plan.
Security & Operations
Keeping the platform safe, compliant, and operable.
| Feature | What it does | Where to find it |
|---|---|---|
| Two-factor authentication | Adds a one-time code at login, and can be required across the whole platform. | Admin → Settings → General |
| Role-based permissions | Fine-grained access control at both the workspace and platform level. | Admin → Roles |
| Audit log | A record of every sensitive admin action (for example, suspending a workspace), which you can export. | Admin → Audit Log |
| Security policy | Adjustable security controls and emergency settings. | Admin → Security |
| Plan enforcement | Every paid feature is checked on the server, with per-workspace overrides — simply hiding a button is never relied on for security. | Platform-wide |
| Multi-language & right-to-left | A translated interface with right-to-left support, plus a built-in guidebook and support desk. | Admin → Languages |
Guides: Authentication & 2FA, Security & Audit Log, Plan Enforcement, Data & Privacy.