eDesk vs AeroChat: Seller Helpdesk vs Finishing the Job in Chat
AeroChat resolves the customer’s request inside the chat, and eDesk gives your support team one helpdesk for every store and marketplace. eDesk suits a seller on Amazon, eBay and other marketplaces whose team works tickets with order details beside them. AeroChat suits a store that wants the customer to ask, pay and get delivery updates in one conversation, on WhatsApp, Instagram, Messenger, Telegram, TikTok Shop buyer chat, web chat and email, with the team stepping in only when it is needed. AeroChat works alongside your current helpdesk, or replaces it.
eDesk and AeroChat at a glance
| eDesk | AeroChat | |
|---|---|---|
| What it is | A customer support helpdesk for ecommerce sellers, with an AI Agent, a chatbot and a knowledge base | Chat infrastructure that runs your customer service and sales workflows, for online stores and service businesses |
| Pricing model | Per agent a month, plus US$0.99 for each AI Agent outcome, charged once per ticket | Flat monthly plans sized by AI responses, with no per-resolution fees. Your team’s replies don’t count toward the plan |
| Channels | Email, live chat, Instagram, Facebook and WhatsApp, plus marketplace messages from Amazon, eBay, Walmart, TikTok Shop and others | Web chat, WhatsApp, Instagram, Messenger, Telegram, email and TikTok Shop buyer chat, plus comment replies on Instagram and Facebook. Shopee and Lazada are supported too |
| What it does in chat | Answers product and order questions, routes and groups tickets, shows order details in each ticket and sends review requests | Answers from your store data, verifies the customer before sharing an order, sends a payment link and confirms payment, books delivery and runs any workflow you describe |
| Setup | Connect stores and marketplaces. eDesk lists 300+ integrations | Shopify app install. Describe a workflow in your own words, add the system’s key, and AeroChat builds it |
eDesk details from edesk.com/pricing and edesk.com, checked 11 November 2026.
Where AeroChat is different
It finishes the job in the chat
A helpdesk organizes requests so your team can answer them. AeroChat does the work in the conversation. When a customer asks where an order is, it checks the order in Shopify after verifying their email or phone and replies with the status and tracking. When a customer wants to buy, it sends an Airwallex payment link and confirms the order once it is paid. In Malaysia it books the delivery with POS Malaysia in the same thread.
Pricing that does not grow with your team
eDesk charges per agent and per AI outcome. AeroChat plans are sized by AI responses. Admin users are not limited, and your team’s replies never use the allowance, so adding people to cover a busy season does not change the plan.
Every chat channel from one place
The same workflows run on web chat, WhatsApp, Instagram, Messenger, Telegram, email and TikTok Shop buyer chat, and AeroChat supports Shopee and Lazada. Your WhatsApp number can stay on the WhatsApp Business app on your phone while it runs on AeroChat.
It connects to the rest of your business
Your Shopify store and Airwallex are built in. Returns apps, reviews apps, couriers, CRMs and helpdesks connect through their public APIs. You describe what you want in your own words, paste in the system’s key, and AeroChat builds the workflow. See the integrations it already has pages for.
When eDesk may suit you better
- Most of your messages come from Amazon, eBay or Walmart. eDesk connects to those marketplaces and puts their messages in one helpdesk with order details. AeroChat answers in TikTok Shop buyer chat, Shopee and Lazada, and on your own channels.
- You need a full ticketing team setup. eDesk offers SLA timers, CSAT surveys and roles and permissions on its higher plans, for a team that works every request as a ticket.
Pricing as of November 2026
eDesk plans, from its pricing page, per agent a month in US dollars.
| eDesk plan | Billed monthly | Billed annually | Stores and marketplaces |
|---|---|---|---|
| Essential | US$55 per agent | US$45 per agent | 1 |
| Growth | US$125 per agent | US$99 per agent | 5 |
| Professional | US$159 per agent | US$129 per agent | 10 |
| Enterprise | Custom | Unlimited | |
The AI Agent is on every plan at US$0.99 per outcome, charged once per ticket when it answers the customer or takes action. Add-ons include AI Assist at US$39 per agent a month, Translate at US$21 per agent a month and Feedback at US$109 per account a month. eDesk has a 14-day free trial.
AeroChat has flat monthly plans sized by AI responses, with no per-resolution fees. Your team’s replies don’t count toward the plan, admin users are not limited, and every plan has a 7-day free trial. Payment links and WhatsApp broadcasts start on Growth. See current plans on the pricing page.
Switching from eDesk to AeroChat
- Decide what stays in a helpdesk. AeroChat can answer chat channels while eDesk keeps marketplace tickets, or AeroChat can take over all chat and email.
- Install AeroChat on your Shopify store. Your products sync, and order lookups work once the app is connected.
- Bring your knowledge across. Add your policies, FAQs and help articles so the answers match what your customers already get.
- Connect your channels. Your WhatsApp number can stay on the WhatsApp Business app on your phone at the same time.
- Describe your workflows. Order status, returns, address changes and taking payment in the chat. AeroChat builds each one from your description.
Questions
Is AeroChat or eDesk better for my store?
If your customers message you on WhatsApp, Instagram, TikTok Shop and your web chat, and you want the request finished in the conversation, AeroChat is the better fit. If your team mainly answers Amazon and eBay messages as tickets, eDesk is an option to look at.
Can AeroChat work alongside eDesk?
Yes. AeroChat works alongside your current helpdesk, or replaces it. It can answer and resolve chat conversations, and pass the ones your team must handle to the place your team works.
Does AeroChat charge per resolution?
No. AeroChat plans are sized by AI responses a month, with no per-resolution fees. eDesk charges US$0.99 per AI Agent outcome, as of November 2026.
Can AeroChat take payment inside the chat?
Yes. AeroChat sends an Airwallex payment link in the conversation and confirms the order there once it is paid. AeroChat never sees card numbers and never holds your funds.
See AeroChat resolve a request on your own store
Install AeroChat, connect your store and WhatsApp, and ask your own number where your most recent test order is.
7-day free trial.