Connecting channels
WhatsApp, SMS, email, website chat and voice providers.
Overview
Channels are configured in Settings → Integrations. Credentials are stored encrypted, and each channel shows the webhook or callback URL to register with the provider.
Who can use this
Admins only.
WhatsApp Business
- Create or use a Meta WhatsApp Business app; get the phone number ID and access token.
- Enter them in KitoDesk and copy the webhook URL and verify token shown.
- Register the webhook in the Meta dashboard for
messagesevents.
Inbound messages create or continue conversations automatically.
SMS and email
Enter the provider credentials, then register the shown inbound URL where the provider accepts it.
Website chat
Embed the script tag shown in the channel settings. Logged-out visitors open conversations on the webchat channel. Visitor-facing widget endpoints are covered in the developer docs.
Voice providers
- Twilio available - full browser calling including hold, transfers, conference, recordings and supervisor monitoring. Needs account SID, auth token, API key/secret and a phone number.
- Africa's Talking partially-available - browser calling, outbound click-to-call and outside-number transfer. No agent-to-agent transfer or monitoring.
- Yeastar PBX requires-configuration - calls stay on desk phones; events flow in for history.
- WhatsApp Calling and browser calls partially-available - mute only.
Provider capabilities
Generated from the voice provider definitions in the API source. A greyed-out button in the app means the provider cannot do it.
| Provider | Mute | Hold | Keypad | Agent transfer | Warm transfer | Add to call | Outside number | Monitoring |
|---|---|---|---|---|---|---|---|---|
| Twilio Voice | Yes | Yes | Yes | Yes | Yes | Yes | No | Yes |
| Africa's Talking | Yes | Yes | Yes | No | No | No | Yes | No |
| WhatsApp Calling | Yes | No | No | No | No | No | No | No |
| Yeastar PBX | No | No | No | No | No | No | No | No |
| Browser calls | Yes | No | No | No | No | No | No | No |
- Twilio Voice: Hold, transfer and supervisor modes use the Twilio conference. Validate them on a live number before relying on them.
- Africa's Talking: Africa's Talking calls support mute, hold, keypad and transfer to an outside number. Agent-to-agent transfer and supervisor modes are not available.
- WhatsApp Calling: WhatsApp Business Calling has no hold, keypad or transfer.
- Yeastar PBX: Use the desk phone or Linkus for in-call controls. KitoDesk records the call and its outcome.
- Browser calls: Browser-to-browser calls support mute only.
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