Tola documentation
Tola is one workspace for every conversation your business has with its customers — WhatsApp, email, live chat, calls on NTC and Ncell, Instagram, Facebook and more — with AI, automation and reporting built around it. Built in Nepal, for businesses serving Nepal.
What Tola is
Most teams in Nepal answer customers in five different places. A WhatsApp number on someone's phone, a shared Gmail account, a Facebook page somebody checks in the evening, an NTC line with no record of what was said. Nothing is connected, nobody can see the whole picture, and the customer repeats themselves every time.
Tola replaces that with a single inbox. Every message from every channel lands in the same place, attached to the same customer record, visible to the whole team. From there you can assign it, discuss it privately, automate it, hand it to AI, or measure it.
How Tola fits together
Tola is organised around a small number of ideas. Once these click, the rest of the product is obvious.
- Name
Account- Type
- your workspace
- Description
Everything lives inside an account — your channels, your team, your customers, your reports. Most businesses need exactly one.
- Name
Channel- Type
- a way customers reach you
- Description
A WhatsApp number, an email address, a chat widget on your website, a phone line, an Instagram profile. Each connected channel becomes an inbox in Tola.
- Name
Contact- Type
- the person
- Description
One record per customer, shared across every channel. If someone emails you today and messages on WhatsApp tomorrow, it is the same contact with one history.
- Name
Conversation- Type
- a thread
- Description
A back-and-forth with one contact on one channel. It has a status, a priority, an assignee, labels and a full transcript.
- Name
Agent- Type
- a person on your team
- Description
Someone who answers conversations. Agents belong to teams and are given a role that controls what they can see and do.
- Name
Workflow- Type
- an automation rule
- Description
A rule that watches for something happening — a conversation opening, a message arriving — and then acts on it without anyone lifting a finger.
Core concepts
The inbox
Statuses, priorities, assignment, private notes and everything agents do all day.
Contacts & companies
One customer record across every channel, with segments, labels and custom attributes.
Campaigns
Reach customers first — WhatsApp templates, one-off sends and ongoing live chat nudges.
Agents, teams & roles
Invite people, group them into teams and control what each role can see and do.
Where to go next
- New to Tola? Work through the quickstart. It takes about fifteen minutes and ends with a real customer message answered from Tola.
- Setting up for a team? Read agents, teams and roles, then assignment and capacity so work lands on the right person automatically.
- Trying to cut repetitive work? Start with macros and canned responses, then workflows, then Tola AI.
- Moving from another help desk? The migration guide covers what transfers, what does not, and how long it takes.
- Rolling Tola out to a whole team? Follow the 30-day rollout playbook.