Octadesk

What Octadesk does

Octadesk is a Brazilian SaaS company, founded in 2015 in São Paulo by Rodrigo Ricco and Leandro Ueda, that provides a multi-channel customer service, help desk, and service desk platform for B2B customers (Firmographics). Since 2021 it has operated within LWSA, a Brazilian digital ecosystem that also includes ERP, e-commerce, and digital marketing brands. The platform centralizes WhatsApp (via official Meta Business Partner API), Instagram Direct, Facebook Messenger, email, and web chat into a single inbox, with a natively integrated helpdesk module covering SLA management, ticketing, and no-code automations, and a generative AI layer branded WOZ (WOZ AI Agent, WOZ Copiloto, WOZ Transcrição) that autonomously handles up to 50% of contacts, suggests responses to human agents from internal knowledge bases, and transcribes WhatsApp voice messages.

The product is delivered through three subscription tiers—One (R$2,499/month, 3,000 DAUs), Flow (R$4,399/month, 5,500 DAUs), and Nexus (enterprise, 9,000 DAUs)—with a Daily Active User consumption overlay that only bills when a customer initiates or responds to a conversation, plus a mandatory one-time onboarding service and per-user Helpdesk add-on (R$100-130/user/month). All plans include WOZ AI features at no extra cost. The go-to-market is product-led with a sales-assisted motion, using WhatsApp itself as the primary sales touchpoint alongside website CTAs (schedule demo, personalized diagnosis) and an ROI calculator for lead capture.

Octadesk serves over 2,500 active B2B companies across verticals including technology, e-commerce, education (FGV), financial services (Sicoob), real estate (QuintoAndar), healthcare (Pfizer), and manufacturing (Eucatex), exchanging more than 2 million messages per day through the platform. Case studies quantify a 30-50% reduction in contact volume and operational cost (Locaweb), 70% reduction in attendance time, and 48,000 monthly attended requests (Grupo PMZ). The company maintains native integrations with Salesforce, HubSpot, Pipedrive, RD Station, VTEX, Nuvemshop, and Shopify, plus a public REST API and webhooks.

Name

Octadesk

Legal name

OCTADESK DESENVOLVIMENTO DE SOFTWARE LTDA.

Website

https://octadesk.com

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

101–250 employees

Short description

Octadesk is a Brazilian SaaS company providing an AI-powered omnichannel customer service and helpdesk platform that centralizes WhatsApp, Instagram, Messenger, email, and chat for over 2,500 B2B customers, with a generative AI agent (WOZ) bundled across all subscription tiers.

Ownership category

akta.pro rank

Product category

Customer Service Software (Omnichannel Helpdesk / CCaaS)

NAICS

Advertising Agencies (54181)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Marketing Technology, AdTech & MarTech Services (BPAFAAAN)

akta.pro secondary industry

Messaging APIs, CPaaS & Programmable Communications (BPAMACAL)

Keywords

• Customer service software
• Helpdesk platform
• Conversational AI
• WhatsApp business API
• Omnichannel support

Headquarters

HQ city

São Paulo

HQ country

Brazil

HQ region

Latin America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations

Revenue model

1. Subscription - Base Plans: Monthly subscription plans (One, Flow, Nexus) providing platform access with bundled DAU allowances. Includes omnichannel inbox, WhatsApp API, unlimited users, mass dispatch, API/webhooks, satisfaction surveys, real-time reports, and custom access profiles. Helpdesk module priced per user on top of base plan.
2. Usage-based (DAU): DAU (Daily Active User) consumption model - a DAU is a unique contact with an active conversation within a 24-hour window. DAU is only consumed when the customer responds or initiates conversation. Additional DAU packets of 500 available for purchase. Pre-paid model with avulsive or recurring recharge options.
3. Professional Services - Onboarding: Mandatory Octadesk Consulting onboarding at contract start (one-time fee, price under inquiry). Includes implementation, configuration, and kickoff support.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels10 records

Core offering

Octadesk is a Brazilian SaaS customer service and sales platform that centralizes WhatsApp, Instagram, Facebook, Telegram, and Mercado Livre conversations in a single omnichannel inbox, augmented by a built-in helpdesk ticketing system and a conversational AI suite (WOZ AI Agent, WOZ Copilot, WOZ Transcription). The product is sold as tiered monthly subscriptions (One, Flow, Nexus) priced per Daily Active User, with optional Helpdesk agent add-ons and professional onboarding services for businesses that need omnichannel customer support, sales conversations, mass WhatsApp dispatches, and AI-assisted agent productivity.

Product overview

Octadesk is a unified SaaS platform for AI-powered customer service and sales with a modular architecture. The core Octadesk platform serves as the central hub, complemented by three AI modules under the WOZ brand (WOZ AI Agent for autonomous resolution, WOZ Copiloto for agent assistance, and WOZ Transcrição for audio processing). Two operational modules handle messaging (Octa Conversas for omnichannel chat-commerce) and ticketing (Octadesk Helpdesk for ticket management with SLA and automation). All products integrate within a single ecosystem, with pricing offered in three tiers: One (3,000 conversations/month starting at R$2,499/month), Flow (5,500 conversations/month at R$4,399/month), and Nexus (9,000 conversations/month, enterprise pricing). AI features are included in all plans without additional fees. The platform operates on a Daily Active User (DAU) consumption model where billing occurs only when customers initiate or respond to conversations.

Differentiator

Problem solved

Functional benefit

Brands

• WOZ: AI Agent that provides autonomous customer service 24/7, resolves half of repetitive queries, and suggests responses to human agents.
• WOZ Copiloto
• WOZ Transcrição
• Octa Hub
• Octa Conversas
• Octadesk Helpdesk

Products and services

• Octadesk Platform SaaS customer service and sales platform that unifies WhatsApp, Instagram, Facebook, Telegram and Mercado Livre conversations in a single omnichannel inbox, with mass dispatch, automation rules and native Portuguese AI. Sold as monthly subscriptions (One, Flow, Nexus) priced per Daily Active User to Brazilian B2B clients of all sizes.
• WOZ AI Suite (AI Agent, Copilot and Transcription) Conversational AI suite branded "WOZ" that delivers three capabilities to customer service teams: an autonomous AI Agent that resolves customer inquiries end-to-end, a Copilot that assists human agents in real time, and audio transcription for calls and voice messages. Included with every Octadesk subscription tier.
• Octa Conversas Omnichannel messaging module that aggregates conversations from WhatsApp, Instagram, Facebook, Telegram and Mercado Livre into a single inbox, with team inbox, distribution rules and chat automation for customer service and sales teams.
• Octadesk Helpdesk Ticketing and case management module with Kanban board, custom fields, SLA management, filters, tags and reporting. Sold as a per-agent add-on (R$ 99/agent) for businesses that need formal ticket workflows alongside the conversational inbox.

Quantifiable outcome

• 50% reduction in contact volume (Locaweb)
• +6 more outcomes

Named customers10 records

Segments10 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability9 records

Feature7 records

Partnerships

Nine partnerships are on record, tiered flagship and core.

• LWSAflagshipStrategic or Co-development Partner · 1 January 2021Octadesk was incorporated into LWSA in 2021. LWSA is a major Brazilian digital ecosystem encompassing ERP, E-commerce, and Digital Marketing brands. This integration enables Octadesk to offer a 360-degree business view combining operational systems with conversational intelligence.
• NuvemshopcoreTechnology or IntegrationNative integration with Nuvemshop e-commerce platform to centralize customer service across the shopping journey. Allows merchants to manage orders, handle post-sale inquiries, and automate support directly within Octadesk.
• ShopifycoreTechnology or IntegrationNative integration with Shopify enabling e-commerce retailers to provide agile support for orders, exchanges, and product inquiries directly through Octadesk's unified inbox.
• VTEXcoreTechnology or IntegrationNative integration with VTEX commerce platform to transform post-sale interactions into experiences that build loyalty and drive additional sales.
• RD StationcoreTechnology or IntegrationNative CRM integration with RD Station to connect marketing and customer service operations, converting leads into customers through unified conversation management.
• PipedrivecoreTechnology or IntegrationNative CRM integration with Pipedrive enabling sales pipeline management without losing any conversation along the way.
• HubSpotcoreTechnology or IntegrationNative CRM integration with HubSpot to build a multichannel sales machine from first contact to deal closure.
• SalesforcecoreTechnology or IntegrationNative CRM integration with Salesforce for enterprise customers requiring Salesforce ecosystem connectivity alongside Octadesk's customer service capabilities.
• Meta (WhatsApp)flagshipTechnology or IntegrationOctadesk is authorized by Meta to provide WhatsApp Business API products and features through its software. The relationship includes official WhatsApp Business API access and Meta Business Partner status. Changes made by Meta affecting Octadesk services are automatically passed to customers.

Scale indicators10 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Take Blip: Brazilian-born conversational AI and customer service platform, also a Meta WhatsApp Business API partner. Direct competitor to Octadesk in Brazilian enterprise and mid-market WhatsApp-first CX deployments with comparable AI agent capabilities.
• Zenvia: Brazilian CPaaS and customer engagement platform offering omnichannel messaging, chatbots, and CX automation. Competes head-to-head with Octadesk for WhatsApp and voice-led customer service contracts across Brazilian enterprise customers.
• Huggy: Brazil-based digital marketing and customer service platform with WhatsApp, live chat, and chatbot tooling targeted at SMB and mid-market. Overlaps directly with Octadesk's Octa Conversas and WOZ Agent offering for Brazilian customers.
• Intercom: AI-first customer service platform featuring the Fin AI Agent for autonomous resolution, omnichannel inbox, and helpdesk ticketing. Closely comparable to Octadesk's WOZ Agent + Helpdesk + Octa Conversas combination.
• Freshdesk (Freshworks): Multichannel customer service SaaS with Freddy AI for automated ticket resolution, helpdesk, and chat. Comparable to Octadesk on SMB/mid-market omnichannel support with AI assistance, though not WhatsApp-native for LATAM.
• HubSpot Service Hub: CRM-native customer service and helpdesk product with conversational tools, ticketing, and AI assistance. Direct overlap with Octadesk for CRM-adjacent CX use cases; HubSpot integration is already highlighted as core by Octadesk.

Broad incumbents

• Zendesk: Global leader in customer service software with omnichannel messaging, ticketing, and Zendesk AI for agent assistance. Competes in the same category as Octadesk but at larger enterprise scale and serves customers worldwide.
• Salesforce Service Cloud: Enterprise CRM-integrated customer service suite with Einstein AI agents and omnichannel routing. Competes with Octadesk for large enterprise deals, particularly those already on Salesforce (one of Octadesk's native integration partners).
• Twilio (Twilio Flex / Segment): Communications platform whose Twilio Flex product offers programmable contact center and messaging APIs. Comparable to Octadesk's messaging API/CPaaS underpinnings and competing on the omnichannel programmable CX layer.
• Genesys: Enterprise customer experience platform with AI-powered omnichannel routing, workforce engagement, and conversational AI. Competes with Octadesk at the large enterprise CX tier with broader portfolio offerings.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/octadesk
• YouTubeyoutube.com/@octadesk
• Facebookfacebook.com/Octadesk
• LinkedInbr.linkedin.com/company/octadesk
• Instagraminstagram.com/octadesk

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Octadesk