# Key Features

A complete map of what WaDesk SaaS — the AI-Powered WhatsApp CRM, Automation, Chatbot Builder and Bulk Messenger — 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.

> Third-party costs are not included in the purchase price. Features that rely on external services — AI (OpenAI, Anthropic, Google), SMS, WhatsApp messaging (WhatsApp Cloud API / Meta and Twilio), and payment gateways — are paid services billed directly by those providers and are not included in the price of WaDesk. You must hold your own account and credentials with each provider, and any subscription, per-message, API, or transaction fees are your responsibility. See the Disclaimer → Third-Party Services.

## 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.

Full setup for all three engines: Connecting a Channel. Developer detail: WhatsApp Engines.

## 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
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

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.

## 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
Webhooks | Send delivery, read, and reply events to any secure web address you choose. | Webhooks | Paid plans
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

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 30 payment gateways for checkout. | Admin → Payment Gateways
Coupons & Credits | Discount coupons and credit packages that top up the wallet. | Admin → Coupons / Credit Packages
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

> 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.