Channels#

Channels are the communication surfaces through which customers reach your support team. Novaza Desk supports multiple channel types, each of which routes incoming messages into the unified inbox. Connecting a new channel takes only a few minutes and requires no technical knowledge beyond copying configuration values.

Supported Channel Types#

Embed a live chat bubble on your website by copying a small JavaScript snippet into your site’s HTML. The widget supports custom colors, welcome messages, pre-chat forms (to capture name and email before the chat starts), and business hours. Visitors who start a chat create a new conversation in Desk instantly.

To set up: Channels → New Channel → Website Widget. After saving, click Copy Code and paste the snippet before the closing </body> tag on your website.

Email#

Connect a support email address (e.g., support@yourcompany.com) to Desk. Incoming emails become conversations; agent replies are sent as emails from that address. Supports both SMTP forwarding and direct mailbox connection via IMAP.

To set up: Channels → New Channel → Email, then follow the DNS and SMTP configuration instructions for your domain.

Facebook Page#

Connect a Facebook Page to manage Messenger conversations and page comments from Desk. Requires Facebook Page admin access and authorization via the Facebook OAuth flow.

API Channel#

The API Channel allows your custom application or telephony system to push messages into Desk programmatically. Each API channel provides a unique inbound webhook URL. Your system sends HTTP POST requests to this URL with the message payload, and Desk creates or continues a conversation for the specified contact.

This is the recommended channel type for IVR integrations, SMS gateways, and custom mobile apps.

Channel Settings#

Each channel has an individual settings page where you can configure:

Default assigned team or agent — new conversations from this channel are auto-assigned
Business hours — define when agents are available; messages outside hours show a custom away message
Auto-resolve — automatically resolve conversations that have had no activity for N days
CSAT survey — enable a post-resolution satisfaction survey sent to the customer

Multiple Inboxes#

You can connect multiple instances of the same channel type. For example, many companies have a separate inbox for Sales, Support, and Billing — each connected to a different email address or widget. Agents can be assigned to specific inboxes to keep responsibilities clear.