Before you start
In Settings, open Channels under Channels & messages. This page is for admins. It lists every channel already connected, whether each is Active, and which is the default for sending.
Messages from WhatsApp, SMS, email and web chat arrive in the Inbox, which is part of the Omnichannel inbox add-on. Email and SMS can also be used to send ticket replies and automatic messages.
Your Voice channel is set up and kept up to date by GoDesk. You can switch it off here, but ask GoDesk support to change it.
Connect a channel
Select Add channel, choose the channel type (SMS, Email, Web Chat or USSD), then choose your provider. WhatsApp is connected for you by GoDesk, see below.
Fill in the details your provider gave you. Fields marked optional can be left blank.
Tick Set as default if this connection should be used for outgoing messages on that channel. Then select Connect channel.
Later, use the pencil icon to edit a connection, use Disable or Enable to switch it off or on, or remove it with the bin icon.
GoDesk connects WhatsApp for you. First complete the Meta side: your Meta Business portfolio, business verification, the phone number and your display name. The WhatsApp onboarding journey in the knowledge base takes you through each step.
When you have finished with Meta, email help@godesk.co.ke to hand over. GoDesk completes the registration, connects the number to your workspace and tests it with you. The WhatsApp channel then appears in this list.
WhatsApp only allows approved templates when a customer has not messaged you in the last 24 hours. In Settings, open WhatsApp templates under Channels & messages to create new templates or sync the approved ones. GoDesk helps you with your first templates.
SMS
SMS through GoDesk is set up by GoDesk, including your registered Sender ID or short code. Ask GoDesk support, and the SMS channel appears in this list once it is connected.
If you use your own SMS provider, ask GoDesk support whether it can be connected.
Email through GoDesk, where customer emails also arrive in the Inbox, is set up by GoDesk. Ask GoDesk support.
Choose SMTP to send through any mail server. You need the SMTP Host, Port, Username, Password, Encryption (TLS is recommended) and a From Address.
Choose SendGrid (an API key with Mail Send permission and a verified sender) or Mailgun (an API key and your verified sending domain) to send through those services.
Use Send test email to check the details: a test message goes to your own account email.
SMTP, SendGrid and Mailgun connections are for sending. If you want customer emails to arrive in GoDesk through SendGrid or Mailgun, contact GoDesk support to set up the incoming side. To have new emails become tickets, see Ticket handling under Support in Settings.
Web chat on your website
Select Turn on web chat, or add a Web Chat channel with the GoDesk Web Widget. Chats from your website arrive in the Inbox like WhatsApp and email.
Set the Chat window title (blank uses your workspace name), the Widget colour, a Greeting message and an Offline message.
Tick Ask visitors a few questions before the chat starts to show a short form first. Name, phone and email fill in the contact. You can add up to seven questions of your own (short answer, long answer or pick from a list), and the answers show on the conversation for the agent.
Copy the code under Embed widget on your website and paste it just before the closing body tag on every page of your site.
Limit web chat to your own websites
Under Websites allowed to use this chat, enter your website addresses, one per line, for example www.example.co.ke. Sub-domains are included.
Chats started from any other website are refused. This stops someone copying your chat code onto a site you do not control.
If you leave the box empty, any website can use your chat. We recommend filling it in.
If something does not work
If messages are sent but replies never arrive, check that the channel is Active and set as the default, then contact GoDesk support. If web chat does not appear, check the code is on the page and that your site’s address is in the allowed list. If you are still stuck, email GoDesk support at help@godesk.co.ke with the channel you are using.
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