Channels — Email, WhatsApp, Live Chat & More in Ndoto
Learn how Ndoto connects email, WhatsApp, live chat, SMS, Telegram, Facebook, Instagram, Twitter/X, TikTok, and voice into a single inbox. Configure each channel and manage all conversations in one place.
Channels in Ndoto
A channel is a communication platform you connect to Ndoto. Once connected, all messages from that platform flow into your Ndoto inbox as conversations — no switching between apps required.
Ndoto supports 10+ channels out of the box. Every channel uses the same conversation interface, so your agents and teams work the same way regardless of where the customer message came from.
Supported Channels
Ndoto connects to your email account via IMAP/SMTP. Incoming emails become conversations. Replies sent from Ndoto are delivered as standard emails from your address.
Email conversations maintain threading — when a customer replies to an email, their reply continues the same conversation in Ndoto rather than creating a new one.
Live Chat (Web Widget)
The live chat channel embeds a chat widget on your website. When a visitor opens the widget and sends a message, a new conversation is created in Ndoto.
The widget supports:
- Pre-chat forms — collect the visitor's name, email, or custom fields before the conversation starts
- Expected reply time — show visitors how quickly they can expect a response
- Attachments — visitors can send files and images
- Email continuity — if a visitor provides their email, the conversation can continue over email after they leave the site
- HMAC authentication — verify visitor identity for secure sessions on authenticated apps
The live chat widget also integrates with the Help Center to suggest self-service articles before a visitor starts a conversation.
Ndoto connects to WhatsApp Business through two providers:
- WhatsApp Cloud — the official Meta API
- 360Dialog — a WhatsApp Business Solution Provider
Incoming WhatsApp messages become conversations in Ndoto. Agents can send text, images, and documents in reply.
WhatsApp also supports message templates — pre-approved message formats required by Meta for initiating conversations with customers outside the 24-hour messaging window.
Telegram
Ndoto connects to Telegram via a bot. When a user messages your bot, a conversation is created in Ndoto. Agents can reply with text, images, and files. Inline buttons can also be sent to offer quick reply options to the customer.
SMS
Ndoto supports SMS through Twilio and other SMS providers. Incoming text messages create conversations, and agents reply directly from the inbox. Character limits are handled automatically.
Ndoto connects to a Facebook Page and receives all direct messages sent to that page. Replies from Ndoto are sent back through Facebook Messenger.
When a customer sends a direct message to your Instagram account, it appears as a conversation in Ndoto. Agents can reply from the inbox without switching to the Instagram app.
Twitter / X
Ndoto can receive Twitter direct messages and mentions. Replies are sent back through Twitter, keeping the conversation visible on the platform.
TikTok
Direct messages from your TikTok account are brought into Ndoto as conversations, allowing your team to respond from a single inbox.
Voice
Ndoto supports incoming voice calls. When a call comes in:
- The call is received and recorded
- The recording is transcribed automatically using Whisper
- A conversation is created in Ndoto with the transcript as the message content
- Agents can review the call and respond accordingly
How All Channels Share the Same Inbox
Regardless of which channel a customer uses, their message ends up as a conversation in the same Ndoto inbox. Agents don't need to switch between platforms — everything is in one place.
Each conversation shows which channel it came from, so agents always know the context and can respond in the appropriate format for that platform.
Channel Configuration Per Inbox
Each channel has its own configuration within a Ndoto inbox. An inbox is a specific instance of a channel — for example, a particular WhatsApp number or a specific email address. You can have multiple inboxes of the same channel type.
Inboxes control:
- Which agents and teams are assigned to handle conversations from that channel
- Whether Akili (the AI agent) is active for that inbox
- Auto-assignment behavior (see Teams & Agents)
- Working hours and out-of-office responses
Related Docs
Automation — Rules, Workflows & Macros in Ndoto
Learn how Ndoto's automation tools work — condition-based automation rules, node-based workflows, and macros. Automatically assign, label, route, and respond to conversations without manual effort.
Contacts — Customer Profiles & History in Ndoto
Learn how Ndoto manages contact profiles — conversation history, custom attributes, contact notes, company associations, segments, deduplication, and blocking. Build a complete view of every customer.