Question 1

What is Mondo?

Accepted Answer

Mondo is an omnichannel customer communication platform by Netex GmbH. It brings conversations from channels such as web chat, email, WhatsApp, Messenger, Instagram, Telegram and Signal together in one shared inbox, where your team works on every conversation with AI support.

Question 2

How does the platform work?

Accepted Answer

You connect your communication channels, invite your team and manage all customer conversations from a single workspace. Agents see each conversation with its full history, can collaborate internally and can use AI assistance to reply faster.

Question 3

How do I create an account?

Accepted Answer

You can sign up directly on our website. The Starter plan is free for the first 30 days and no credit card is required; after the trial, your workspace becomes read-only until you activate a paid subscription — nothing is charged automatically.

Question 4

How quickly can we get started?

Accepted Answer

Most teams are up and running in minutes: create an account, connect your first channel and invite your colleagues. Mondo runs in the browser, so there is nothing to install.

Question 5

Do I need technical knowledge to use the platform?

Accepted Answer

No. Day-to-day work such as answering, assigning and summarising conversations requires no technical skills. Optional technical setup, like connecting channels or using the API, is documented step by step.

Question 6

What does omnichannel communication mean?

Accepted Answer

Omnichannel means that customer conversations from all your channels flow into one shared workspace. Instead of switching between separate tools, your team sees every customer and every channel in one place, with the full history of each conversation.

Question 7

Can my team manage multiple channels from one inbox?

Accepted Answer

Yes. All connected channels share a single inbox, so an agent can answer a web chat message, an email and a WhatsApp message from the same workspace.

Question 8

Can conversations from different channels be handled in one workspace?

Accepted Answer

Yes. Conversations from every connected channel are collected in one workspace, so your team works with one process, one history and one view of each customer.

Question 9

Can I manage customer conversations in real time?

Accepted Answer

Yes. Incoming messages appear in real time, agents can reply immediately and colleagues can work together on an ongoing conversation.

Question 10

Which channels can I connect?

Accepted Answer

Mondo supports WhatsApp (via the official WhatsApp Business Cloud API), Instagram, Messenger, Telegram, Signal, email, web chat and AI-powered IVR calls, as well as Google Business Messaging. You can manage all of them from one inbox.

Question 11

Can I connect WhatsApp?

Accepted Answer

Yes. WhatsApp is connected through the official WhatsApp Business Cloud API, so WhatsApp conversations arrive in your shared inbox like any other channel.

Question 12

Can I connect email and web chat?

Accepted Answer

Yes. You can connect your email addresses and add the Mondo web chat widget to your website, so visitors can start a conversation with your team directly.

Question 13

Can I connect my CRM or other tools?

Accepted Answer

Yes. Mondo supports CRM connections and integrations with external applications. You can find the current list on our Integrations page.

Question 14

Does the platform provide an API?

Accepted Answer

Yes. The Mondo API lets you connect the platform to your own systems and automate parts of your workflow. See the Integrations page for details.

Question 15

What AI features does Mondo offer?

Accepted Answer

Mondo includes AI reply suggestions, intent detection, grounded knowledge-base search, conversation summaries, sentiment analysis and smart routing. AI chatbots for chat and email as well as AI voice bots for calls are also available.

Question 16

Can AI answer customers automatically?

Accepted Answer

Yes. AI chatbots can hold automated conversations on your connected channels, and agentic workflows can create tickets, request missing information, tag conversations, assign them and send follow-ups. Every AI conversation can be handed over to a human agent at any time.

Question 17

Can AI assist human agents?

Accepted Answer

Yes. While agents work in the inbox, they receive AI-generated reply suggestions, conversation summaries and intent and sentiment signals, which helps them answer faster and more consistently.

Question 18

Can AI conversations be handed over to human agents?

Accepted Answer

Yes. When a conversation needs a human, it is handed over to your team in the shared inbox with the full history, so agents can pick up exactly where the AI left off.

Question 19

Is there a free trial?

Accepted Answer

Yes. The Starter plan is free for the first 30 days, and you can sign up without a credit card. No paid subscription starts automatically afterwards — your workspace simply pauses to read-only until you choose to upgrade.

Question 20

What happens after the free trial ends?

Accepted Answer

No charge ever happens automatically. When the 30 days end, your workspace becomes read-only — messaging and automation stop — but all conversations and settings are kept. You can activate a paid Standard subscription (€19.90 per user per month) at any time to immediately reactivate and choose your team size.

Question 21

How is pricing calculated?

Accepted Answer

Pricing depends on the plan and the number of users. You can find current plans and prices on our Pricing page, which we keep up to date.

Question 22

Can I change or cancel my plan later?

Accepted Answer

Yes. You can upgrade, downgrade or cancel at any time. If you have a question about billing, our team is happy to help.

Question 23

How is my data protected?

Accepted Answer

Mondo uses OAuth 2.0 for authentication and encrypts data both in transit and at rest. You can read exactly how we process personal data in our Privacy Policy.

Question 24

Is the platform GDPR compliant?

Accepted Answer

Yes. We comply with the GDPR and the German BDSG, and business customers can conclude a data processing agreement (DPA) with us. Details can be found in our Privacy Policy.

Question 25

Who can access my conversations?

Accepted Answer

Only the users you invite to your workspace. Mondo supports role-based access with agents, administrators and account owners, so you decide who can view and manage conversations.

Question 26

Can multiple agents use the platform?

Accepted Answer

Yes. You can invite multiple agents and organise them in teams, so conversations are distributed across your whole support organisation.

Question 27

Can conversations be assigned to specific agents?

Accepted Answer

Yes. Conversations can be assigned to individual agents or teams, and smart routing can distribute incoming conversations automatically based on their intent.

Question 28

Can I control user roles and permissions?

Accepted Answer

Yes. Mondo distinguishes between agents, administrators and account owners, each with different permissions, so you control what every team member can see and do.

Question 29

Do you offer onboarding?

Accepted Answer

Yes. Our team supports you during setup, from connecting your first channel to configuring your inbox and workflows. You also have access to our documentation and video tutorials.

Question 30

How can I contact support?

Accepted Answer

Every plan includes email support. The Standard plan adds priority support, and Enterprise customers receive a dedicated support SLA. You can also reach us via our contact page.

Question 31

Can you help with integrations?

Accepted Answer

Yes. If you need help connecting a channel, your CRM or the API, contact our team and we will assist you during setup.

Frequently Asked Questions

Getting Started

Platform & Omnichannel

Channels & Integrations

AI & Automation

Pricing & Billing

Security & Data

Account & Team Management

Support & Onboarding

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