Hello vs. Octadesk: Which Customer Service Platform Fits Your Business? (2026)

If you're choosing a customer service and sales platform for your Brazilian business, Hello by MSG91 and Octadesk are two names worth comparing. Both help you manage customer conversations, automate support, and sell more but they're built with different strengths and different types of business in mind.

This is an honest, fact-based comparison. Every feature and price here comes from each platform's official pages. We'll look at what each does well, where they differ, and who each fits best so you can make a confident choice.

Octadesk is an established Brazilian customer service platform, part of the publicly-traded Locaweb (LWSA) group. It centralizes channels like WhatsApp, Instagram, Facebook, and website chat into one inbox, and it's built around a strong help-desk core — tickets, SLAs, and support workflows. It's trusted by 2,500+ companies, including names like Pfizer, FGV, QuintoAndar, OXXO, and KaBuM, which speaks to its strength in mid-to-large operations. Its WOZ AI agent (powered by ChatGPT) handles common questions and hands off to humans when needed.

Hello by MSG91 is an all-in-one, WhatsApp-first customer engagement platform. It brings together an omnichannel inbox spanning six messaging channels WhatsApp, Instagram, email, live chat, Facebook Messenger, and RCS along with a no-code chatbot builder, an agentic (instruction-based) AI, and built-in ticketing. It also offers voice bots for WhatsApp calling and phone IVR. As a Meta tech partner, MSG91 provides the official WhatsApp Business API, and Hello is designed to be self-serve: you can start free and go live in a day.

Both are capable. The right choice depends on your size, your priorities, and how you like to buy and run software.

On the fundamentals, these platforms have a lot in common. Both centralize multiple channels into a single inbox, both offer the official WhatsApp API, both include AI, both give you chatbots and automation, and — notably — both include unlimited users, so neither charges you per agent as your team grows.

The differences show up in breadth and focus.

Octadesk leans into the help desk. Its standout strengths are configurable SLAs, ticket history, and structured support workflows. If your operation revolves around formal ticket-based support with service-level targets, this is where Octadesk shines — it's a mature, purpose-built help desk that unifies SLA management with WhatsApp and Instagram service. Its WOZ AI comes in three flavors: an autonomous agent, a copilot that answers from your knowledge base, and audio transcription.

Hello leans into breadth and automation. It covers more channels out of the box — including voice bots and RCS, which aren't stated Octadesk features — and pairs a no-code drag-and-drop chatbot builder with an agentic AI that works from your instructions. Ticketing is built in rather than sold as a separate module. The result is a platform that does customer service, sales conversations, and multi-channel automation from one place, with a lighter setup.

Here's a side-by-side of the core capabilities:

Both platforms are known for being approachable. Octadesk is designed so teams can get set up without deep technical knowledge, and it's widely regarded as having an intuitive interface, though its breadth of features takes a little time to configure at first.

Hello is built to be fully self-serve: you connect your channels, build your flows with the no-code builder, and can go live in about a day, with onboarding help articles available in Portuguese. One structural difference worth knowing: Octadesk's plans include a one-time onboarding consultancy (a paid, quote-based engagement, per its pricing page), whereas Hello is designed for you to set up yourself without a required onboarding fee.

Both platforms publish pricing, and both include unlimited users — but they use different models and sit at different price points.

Octadesk charges by conversations, measured in DAUs (Daily Active Users — a unique contact who has an active conversation within 24 hours). A helpful, fair detail: a DAU is only counted when a customer actually interacts, and you get alerts before hitting your limit.

WOZ AI is included in all plans. The Helpdesk module is priced separately, per user (R$100–130/user/month), and all plans include a one-time onboarding consultancy (quote-based).

Hello charges on a usage- and ticket-based model, with unlimited agents and teams on every plan:

The practical takeaway: Octadesk's plans start at 3,000 conversations and are structured for mid-to-large operations, while Hello offers a free entry point and low-cost paid tiers, making it easier for a small or growing business to start small and scale up.

Octadesk is a strong fit if:

• Your operation is centered on formal, ticket-based support with SLAs

• You're a mid-to-large business comfortable at the 3,000+ conversation scale

• You value an established, Locaweb-backed vendor with enterprise clients

• A guided, consultancy-led onboarding suits how you adopt software

Hello is a strong fit if:

• You want to start free and scale cost only as you grow

• You want breadth six channels plus voice bots and RCS in one platform

• You prefer self-serve setup and going live quickly, without an onboarding fee

• You want ticketing, chatbot, agentic AI, and campaigns bundled together

• You're a small or growing business that needs room to expand affordably

Octadesk is a mature, capable help-desk platform with real strengths in SLA-driven support and a track record with large Brazilian companies a solid choice for mid-to-large support operations. Hello is a broader, WhatsApp-first, all-in-one platform that's easier to start with, covers more channels, and scales affordably from a free plan, a natural fit for small and growing businesses that want capability without complexity or a high entry cost.

The good news: you can try Hello risk-free. Start on a free plan today, connect a channel, build a chatbot, and see how it works with your own customers before spending anything.