One inbox. Endless customers.
DashDesk remembers every customer, answers them the moment they write in, and only pulls a person in when it truly matters — one place for every conversation, every order, and everything in between.
Free plan, no card required.
62%
of conversations handled by AI
without a human touching them
<40s
first response time
even outside working hours
The two figures above are design targets that show what the triage guardrails aim at. They are not measured results from live DashDesk workspaces.
Verified product facts
4
channels in one inbox
WhatsApp, Instagram, Messenger, web chat
200
free conversations a month
on the $0 plan, permanently
$29
entry paid plan
5 seats and 2,000 conversations
3
roles enforced in Postgres
Admin, Team Leader, Agent
In short
DashDesk is a CRM and AI reply system built around chat: WhatsApp Business, Instagram Direct and Facebook Messenger land in one inbox, but every conversation carries a customer profile, notes, tags and order history. AI classifies each message, drafts or sends the reply, and can confirm a Shopify order on its own — handing anything else to whoever is on shift. Free for 2 agents; paid plans start at $29 per month.
What is DashDesk?
DashDesk is a CRM and AI reply system for small teams selling over chat. It connects WhatsApp Business, Instagram Direct, Facebook Messenger and a web chat widget to one inbox, keeps a real customer profile — contact details, tags, notes and order history — on every conversation, and lets AI classify, reply to and even confirm orders for the messages it is trusted with.
It is built for the five people who actually answer your customers, not for a 500-seat contact centre. There is no ticket queue to configure and no macro language to learn: a conversation arrives, the AI labels it, and an agent replies in a thread that looks like the chat app the customer is using.
Roles are enforced in Postgres, not hidden in the interface. An Admin owns billing and channel connections, a Team Leader sees the live dashboard and routing, and an Agent sees the inbox and customer profiles.
Is DashDesk a CRM?
Yes. Every customer who messages a connected channel gets a profile that persists across conversations: contact details, tags, encrypted internal notes and order history — not a chat log that resets when the thread closes.
Tags and notes are shared across the team, so the next agent who opens a conversation already knows what the last one decided, instead of re-reading a transcript to find out a customer already asked for a refund.
When a workspace connects Shopify, the same customer record carries their order drafts and confirmed orders — built and written back to Shopify by the AI during the conversation itself.
How does DashDesk's AI decide what to answer?
Every inbound message is classified as Sales, Complaint or General with a confidence score and a sentiment reading. DashDesk only sends an automatic reply — or confirms an order — when the intent is on your allow-list, confidence clears the threshold you set, and sentiment is not negative. Anything else is handed to a human with a two-line summary.
The guardrails are switches in your settings, not a support request: an intent allow-list, a minimum confidence score, an automatic handover on negative sentiment, and a hard ceiling on how many turns the AI gets before a person takes over.
When it does hand over, the agent reads two lines — what the customer wants and what to do next — instead of scrolling a transcript.
Which channels does DashDesk connect?
Four: WhatsApp Business through the Meta Cloud API, Instagram Direct, Facebook Messenger, and a web chat widget for your own site. All four land in the same thread view, share the same routing rules, and reply through the official APIs rather than an unofficial bridge.
Text, media, delivery receipts and read status are mapped into the thread, and customer names are resolved automatically where the platform provides them.
The Free plan connects one channel, Starter connects two, and Growth and Scale connect all of them.
Who is DashDesk for?
Local businesses, e-commerce shops and agencies whose customers message rather than email — typically teams of two to fifteen agents handling a few hundred to a few thousand conversations a month across WhatsApp and Instagram.
It fits best where the same small group answers everything: a two-location bakery, a clothing store selling through Instagram DMs, an agency running support for several client accounts from one workspace.
Frequently asked questions
- Is there a free plan?
- Yes. The Free plan costs $0, includes 2 agent seats, 1 connected channel, AI triage and 200 conversations a month. It is a permanent plan, not a time-limited trial, and no payment card is required to start.
- Do I need a WhatsApp Business API account?
- Yes. DashDesk connects to WhatsApp through the official Meta Cloud API, so you need a WhatsApp Business account and a Meta app. Instagram Direct and Facebook Messenger connect by linking the Page and Instagram professional account during setup.
- How long does setup take?
- About ten minutes for the first channel: create a workspace, link your Meta account, choose which intents the AI may answer, and set your confidence threshold. Additional channels take a couple of minutes each.
- Can two agents work the same inbox without colliding?
- Yes. DashDesk shows live who is viewing and who is typing in each conversation, so two agents never send the same answer twice. Agents can also leave whisper notes the customer never sees.
- Does DashDesk work in Arabic?
- The AI triages and replies in the language the customer writes in, including Arabic, and this website is published in English, Arabic, German, French and Spanish. The signed-in application is available in the same five languages, and each person picks theirs in Settings.
- Is DashDesk a CRM, or just an inbox?
- Both — the inbox is how you reach it. Every customer gets a persistent profile with tags, notes and order history, and when a workspace connects Shopify, the AI can build, confirm and cancel orders on that same record.