Platform Documentation
Documentation, help guides, integration planning, webinars, blog insights, and practitioner resources - all in one place.
Platform Documentation
Everything you need to set up, integrate, and master AxoDesk - from channel setup to workflow and integration planning.
Open DocumentationGetting Started
Channel Integrations
Automation & Workflows
Comprehensive Reference Guide & Architecture
Deep-dive technical walkthroughs, configuration parameters, and best practices.
1Introduction to AxoDesk Platform Documentation
AxoDesk is a multi-tenant SaaS CRM and omnichannel customer conversation management platform. It unifies your communication channels—including the official WhatsApp Business API, Instagram Direct, Facebook Messenger, email, and live website chat—in one consolidated inbox workspace. This documentation is designed to help team managers, system administrators, and agents set up channels, define routing rules, configure automations, and manage integrations.
2Core Concepts & Architecture
Every conversation in AxoDesk is centered around a single contact timeline. Unlike tools that log chats in isolation, AxoDesk maintains a persistent timeline of all interactions across email, WhatsApp, and social media for each customer. Workspaces are isolated at the tenant level, ensuring secure multi-tenant data structures, while role-based access control (RBAC) grants specific view/edit permissions to agents and managers. The e-commerce context syncs transaction detail cards (like Shopify carts and Stripe payment status) next to active messages, reducing the need for manual lookups.
3Channel Setup & Verification Procedures
To connect channels, navigate to Settings > Channels. For official WhatsApp Business API access, you must register a clean phone number and verify your Meta Business Manager. AxoDesk's integrated Meta signup flow takes you through number verification and display name approval in minutes. For social channels, you authorize Meta permissions for Facebook Pages and Instagram Professional accounts. Email integration supports connecting custom domains or Gmail/Outlook accounts via IMAP/SMTP.
4Visual Workflow & Automation Builder Guidelines
AxoDesk's workflow engine uses a visual trigger-condition-action builder. Triggers represent events like new messages, customer label changes, or webhook payloads from external CRMs. Conditions filter these triggers based on client location, tag attributes, or office hours. Actions determine the platform's response—such as assigning the chat to a round-robin group, sending an approved template message, or dispatching an API webhook payload to a backend system. Test workflows in sandbox workspaces before pushing them to live channels.
5Compliance, Security, and Opt-out Rules
Operating instant messaging campaigns requires strict adherence to Meta policy and local compliance frameworks. WABA template messages must belong to marketing, utility, or authentication categories. Welcome auto-responders should clearly mention how users can unsubscribe. AxoDesk automatically parses reply triggers like 'STOP' or 'UNSUBSCRIBE' and sets the contact attribute to opted-out, preventing further automated broadcasts and keeping your sender reputation high.
Featured: AxoDesk Enterprise Legal Center
Public ReviewReview privacy, data processing, acceptable-use, security, and third-party information for AxoDesk.
Workflow ideas and implementation guidance
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