All Features

Central Desk packs 80+ features across 7 major modules — built specifically for Bangladesh F-commerce, retail, restaurants, and SME businesses. Below is the complete feature list, organized by module.

Unified Inbox

Every message from every channel, in one beautiful 3-pane view — exactly like Gmail or Slack.

• Single inbox for Facebook Messenger, WhatsApp, Instagram DM, Telegram, Live Chat, Email and SMS
• 3-pane layout — conversation list, message thread, customer panel
• Real-time WebSocket delivery (no refresh needed)
• Read receipts, typing indicators, message status
• Internal notes (visible only to your team)
• @mention teammates in private notes
• Conversation assignment — manual or auto round-robin
• Status flow: Open → Pending → Resolved → Closed
• Snooze conversations to remind yourself later
• Saved replies / canned responses with placeholders
• Send images, videos, voice notes, files, location
• Search across all conversations, contacts and messages (MeiliSearch)

AI Auto-Reply (Bangla + English)

The first omnichannel AI built natively for Bangla — not a generic translation layer.

• OpenAI GPT-4o and Anthropic Claude support
• Native Bangla understanding and generation
• Train AI on your FAQ, product catalog, return policy
• Set personality, tone, language preference per workspace
• Confidence threshold — AI replies only when it's sure
• Handoff to human agent for complex queries
• Token usage tracking + cost analytics
• Per-channel AI on/off toggle
• Office-hours-only AI mode

Broadcasts & Campaigns

Send WhatsApp, SMS, and Email campaigns to thousands of customers — without leaving Central Desk.

• WhatsApp template message broadcasts (Meta-approved)
• SMS bulk send via Alpha Net, BulkSMSBD, Banglalink, Robi
• Email campaigns with HTML editor
• Audience filtering by tag, channel, last-message-date, location
• Personalization variables (name, order ID, balance, etc.)
• Scheduled broadcasts (send at a future time)
• Delivery, open, click, reply tracking
• Unsubscribe management (CAN-SPAM compliant)
• Cost preview before sending (wallet integration)

Chatbots & Automations

No-code conversation flows that handle the boring stuff while your team focuses on real customers.

• Visual chatbot flow builder
• Trigger keywords, intents, channels, time-of-day
• Multi-step decision trees
• Auto-tag contacts based on conversation content
• Auto-assign conversations to specific agents
• Auto-resolve after N hours of inactivity
• Welcome message per channel
• Out-of-office auto-reply with custom hours
• Webhook actions — call your own APIs from a flow

CRM & Contacts

One customer profile that unifies all their conversations, orders and channels.

• 360° customer view — every message, order, note in one place
• Tags, custom fields, lifecycle stages
• Manual contact creation + bulk CSV import
• Automatic deduplication by phone + email
• Activity timeline per contact
• Pin important contacts
• Export contacts to CSV

Commerce (Products + Orders)

Sell directly inside the conversation. No need to bounce customers to a separate checkout.

• Product catalog with images, variants, SKU, stock
• Manual order creation from inside the inbox
• Order assignment to agents
• Status pipeline: Pending → Confirmed → Packed → Shipped → Delivered
• bKash, Nagad, Rocket payment-in-chat
• SSLCommerz card payments
• Bangladesh courier booking — Pathao, Steadfast, RedX, Paperfly, eCourier, SA Paribahan
• Auto-generated NBR-compliant invoices (Mushak 6.3)
• COD, prepaid, partial-paid order types
• Refund and cancellation workflows

Wallet System

Prepaid wallet for paid channels (SMS, WhatsApp templates, email) — full cost visibility and control.

• Add funds via bKash, Nagad, card, bank transfer
• Live balance in the navbar
• Per-message cost calculation
• Low-balance alerts
• Transaction history with filters
• Auto-top-up rules

Team & Roles

• Unlimited internal notes per conversation
• Role-based access — Owner, Admin, Agent, Viewer
• Invite teammates by email
• Per-agent assignment, workload view
• Agent performance reports (response time, resolution rate)
• Audit log of all admin actions

Analytics & Reports

• Dashboard with conversation trends, response time, sales
• Per-channel volume charts
• Agent productivity reports
• CSAT & NPS surveys
• Export any report to CSV/Excel

Integrations & API

• REST API (Pro & Enterprise plans)
• Webhooks for incoming/outgoing events
• Zapier & Make.com (coming soon)
• WooCommerce, Shopify connectors (coming soon)
• Google Sheets sync