Channels
Every channel, one conversation.
Cliedesk is an omnichannel help desk for WordPress. WhatsApp, Messenger, Instagram, SMS, Telegram, X, Slack, Discord, Microsoft Teams, reviews and your forum all land in the same shared inbox. Rules, SLAs, routing and the AI agent work on every one of them — and you connect your own accounts, so nobody adds a markup to your messages.
Customers pick the channel. Your team shouldn’t need five apps.
- “WhatsApp questions live on one phone that only one person has.”
- “Instagram comments asking about orders sit unanswered for days.”
- “Our SMS tool charges per message on top of what the carrier charges.”
- “A bad review goes unanswered because nobody saw it.”
How it works
Each channel, handled the way it really works
WhatsApp Business on your own account
Connect your own WhatsApp Business Account through Meta’s Cloud API. Meta bills its conversation fees to you directly; Cliedesk adds nothing. The composer shows how much of the 24-hour reply window is left, and after it closes, offers your approved templates.
- Templates with Meta’s review status, values from the customer and the order
- Send a template when a WooCommerce order gets a status, to customers who agreed to WhatsApp messages
- Continue on WhatsApp: a link and QR code move a chat or email to WhatsApp in the same conversation
- Several numbers, each with its own product, queue and type
Messenger and Instagram
DMs, comments and stories in the inbox
Facebook Messenger, Instagram messages and Facebook and Instagram comments become conversations. Reply in public under a comment, or send one private reply to the person. Hide, show, like (Facebook) or delete comments with rules, workflows and macros.
- Answer for 7 days after the customer’s last message
- Instagram story replies and mentions arrive with the story link
- An away message with your expected reply time
- Choose which posts, ads and mentions become conversations
SMS
Two-way SMS that follows the rules
Bring your own Twilio, Vonage or Plivo account; they bill you directly. Next to the reply box you see how long the text is and how many SMS it costs. Photos go as MMS to US and Canadian numbers.
- STOP, START and HELP handled for you; every SMS follows the STOP list
- Quiet hours in the customer’s time zone for messages you start (21:00 to 08:00 by default)
- Your company name at the start and “Reply STOP to opt out.” at the end of messages you start
- A checklist for US registration: A2P 10DLC, toll-free or short code
Messengers and community
Telegram, X, Slack, Discord and Microsoft Teams
Use your own bot or app at each service. Private chats with your Telegram bot, X direct messages and mentions, Slack Connect and community channels, Discord threads and Microsoft Teams chats become conversations like any other.
- Slack threads stay one conversation; messages from your own team never count as customer messages
- Discord customers can open a private thread with /support
- Quick replies and the CSAT survey as buttons or Adaptive Cards where the service supports them
Reviews, comments and forums
Unhappy reviews become conversations
WooCommerce reviews with 3 stars or fewer, Trustpilot reviews, comments on your posts and bbPress topics that ask for help become conversations. Your reply is posted in public, or choose Email to answer privately.
- A support intent threshold decides which comments and topics count as requests
- Forum topics nobody answered within 24 hours (by default) become conversations
- Convert to private moves a forum question to a private email conversation
One way of working
Every channel gets the whole help desk
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Channel matrix
Each account gets a row where you choose its product, queue and conversation type.
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Rules, SLAs and routing
Automation, SLA policies and routing work on every channel as they do on email and chat.
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Custom channels
Connect any other system with signed events, retries for 24 hours, a log of recent events and replay.
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Marketplaces and regional messengers
LINE, Viber, WeChat, KakaoTalk, Amazon, eBay, Etsy, Walmart and TikTok Shop connect through a custom channel and an adapter or partner connector.
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Identity you can trust
A phone number from a text message is never proof of who wrote. Unverified channels are not joined to known customers on their own.
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Your accounts, no markup
Meta, Twilio, Vonage and Plivo bill you directly. Tokens and secrets are stored encrypted and never shown again.
Connects to
Works with the channels your customers already use
Messaging
- WhatsApp Business
- Facebook Messenger
- Telegram
- X
Team and community chat
- Slack
- Discord
- Microsoft Teams
- bbPress
SMS
- Twilio
- Vonage
- Plivo
Reviews
- WooCommerce reviews
- Trustpilot
- WordPress comments
✦ AI on every channel
One AI agent, set per channel account
For each channel account, choose whether the AI agent and the copilot work there, which agent profile it uses and how much it may do: shadow drafts, suggestions to the team, or live answers. On social comments and reviews, the AI can hide spam and abuse, answer product questions in public and move personal issues to a private chat or email.
Meet the AI agent- Every change is in a history you can restore
- On Messenger and Instagram, rules and the AI answer only within 24 hours of the customer’s last message
- Marketplace safety: no links, emails or phone numbers in automatic messages
WordPress-native
Channels that know your shop
- WhatsApp templates sent on WooCommerce order status changes
- Order tokens such as the order number and tracking link in templates
- Reviews from signed-in buyers show the order
- WordPress comments and bbPress topics answered from the inbox and posted in public
- Customers who prefer SMS can get status notices by SMS
In the free plugin: the chat widget, request forms and the customer portal, plus sending email. Cliedesk Pro adds: WhatsApp, Messenger, Instagram, SMS, Telegram, X, Slack, Discord, Microsoft Teams, reviews and comments, the forum bridge and custom channels.
Compare plansFrequently asked questions
Can’t find your answer? Search the docs or ask us.
Search the docs →Get support →Does Cliedesk charge per message?
No. You connect your own accounts: Meta bills WhatsApp conversation fees to you directly, and Twilio, Vonage or Plivo bill your SMS. Cliedesk adds nothing on top.
What happens when the WhatsApp 24-hour window closes?
The composer shows “WhatsApp window closed: templates only”. Send an approved template, or reply by email if the customer has an email address. A normal reply is refused and nothing is sent.
Can I sell on Amazon or eBay and answer from Cliedesk?
Marketplaces such as Amazon, eBay, Etsy, Walmart and TikTok Shop connect through a custom channel and an adapter or partner connector, not a built-in connection. Their automatic messages leave out links, email addresses and phone numbers.
Does the AI agent work on WhatsApp and Instagram?
Yes. You set it per channel account: off, shadow drafts, suggestions to the team, or live. Each account can use its own agent profile.
Do I need a developer to connect a channel?
Usually not. You create a bot or app at the service, paste its details into Cliedesk and copy the webhook address back. Custom channels for other systems need someone who can build the adapter.
Meet customers on their channel — answer from one inbox.
Start with live chat and email in the free plugin, then add WhatsApp, social and SMS with Cliedesk Pro.
