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Getting started
Is there a free trial?
Yes — 15 days, all features unlocked, no credit card required. After the trial, your account stays accessible in read-only mode for 30 days so you don't lose any data while deciding.
How long does setup take?
Most teams are live within 30 minutes. Facebook and Instagram connect instantly. WhatsApp Business API takes 1-5 days depending on plan (we handhold the Meta approval process).
Do I need a developer to use Central Desk?
No. The platform is 100% no-code — connect channels, invite teammates, and start replying. Developers only need to get involved if you want to use our REST API or build custom webhook integrations.
WhatsApp Business
How does WhatsApp Business work with Central Desk?
We use the official WhatsApp Cloud API (Meta-provided) — not third-party resellers. Your messages count as official, you get the green tick option, and there are no markups on conversation pricing.
Can I keep my existing WhatsApp number?
Yes, if it's not currently linked to a WhatsApp Business app. We help you migrate. The number you use must be able to receive an SMS or call for verification.
What is the WhatsApp conversation cost?
Meta charges per 24-hour conversation window. Service conversations (customer-initiated) are free for the first 1,000 per month. Utility, Marketing, and Authentication conversations are billed at Meta's standard rate — Central Desk passes through with no markup.
AI auto-reply
How good is the Bangla AI?
Excellent — we use OpenAI GPT-4o and Anthropic Claude, both of which handle Bangla natively. You train the AI on your FAQ, products, and policies — it then handles common questions, freeing your team for complex ones.
Will the AI take over my conversations completely?
No — you control everything. Set a confidence threshold (e.g. "only auto-reply when AI is 90%+ sure"), enable AI per channel, set office hours, and always allow human handoff with a single button.
Are AI conversations billed extra?
AI usage is billed by OpenAI/Anthropic token consumption. You can use your own API key (free) or buy tokens via Central Desk wallet. Most workspaces spend ৳200-৳800/month on AI even with thousands of conversations.
Payments & billing
What payment methods do you accept?
bKash, Nagad, Rocket, all major credit/debit cards (via SSLCommerz), and bank transfer. Yearly invoicing also available for Enterprise.
Can I get a refund?
Yes — within 7 days of payment for unused services. After 7 days, refunds are pro-rated for the remaining period. Read our refund policy for details.
Are there any setup fees?
None. You only pay your monthly/yearly subscription. WhatsApp Business setup is included — no hidden fees.
Security & data
Where is my data stored?
Currently in geographically distributed data centres (Singapore + Mumbai regions). Enterprise customers can opt for Bangladesh data residency.
Who can see my customer conversations?
Only your team members with the appropriate role. Central Desk staff cannot read your conversations except when you explicitly grant access for a support ticket.
What happens to my data if I cancel?
You can export everything (conversations, contacts, orders, settings) to CSV before cancelling. After 30 days, all data is permanently deleted unless you opt for a paid archive plan.
Team & collaboration
How many agents can I add?
Starter: 3 agents. Growth: 10. Pro: Unlimited. Enterprise: Unlimited with SSO.
Can I restrict what agents see?
Yes — role-based access control. Set per-role permissions on inbox, contacts, products, orders, broadcasts, settings. Custom roles available on Pro and Enterprise.
Migration
Can I import contacts from Excel or my old CRM?
Yes — CSV import is built-in. Map your columns to Central Desk fields, preview, then import. Duplicates are auto-merged by phone or email.
Can I migrate from MyAlice / Wati / Respond.io?
Yes — we offer free migration assistance for Growth, Pro, and Enterprise customers. Contact hello@centraldesk.io with details.