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Every message OTO sends a customer goes out through an account you own — your SMS provider, your mail server, your WhatsApp Business account. OTO composes and triggers the message; the sending relationship stays yours.

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Why bring your own account

In this region, sender identity is a registration, not a preferenceSender names for SMS are registered with operators, and an unregistered sender is filtered rather than delivered. The same is true of a WhatsApp Business account, which Meta verifies before it will send anything.That work is already done in the account you hold with your provider. Routing messages through someone else’s account would mean doing it again, under their name — which is the real reason this is worth keeping in your hands.

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SMS providers

Settings → Customer Notifs → SMS has three tabs: SMS Settings, SMS Providers and Connected SMS Providers. The catalog covers the Gulf, Türkiye and international gateways — including STC, Unifonic, Mobily, Zain, Msegat, Taqnyat, 4jawaly, Mrasel, Bevatel, BabSMS, Hi SMS, iMissive, Mshastra, GoInfinito, TurkeySMS and Twilio. Connecting one takes four fields: a Connection Name, a Status toggle, your registered Sender Name and the provider’s Token. More than one can be connected and active at a time.
Two providers is a reasonable posture, not redundancy for its own sakeSMS gateways fail regionally and occasionally, and a tracking message that does not arrive becomes a support call within the hour.Because connections sit side by side and the message content is separate from the provider, keeping a second one configured costs nothing until the day you need it.

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Email

Settings → Customer Notifs → Email carries an Email Accounts tab where you add your own sending account: the Email address, the Mail Server (Host), and the Display Email and Display Name the customer sees. Sending from your own domain is what keeps order emails out of the promotions tab — the reputation that gets them delivered is attached to your domain, not to a shared one.

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WhatsApp Business

Settings → Customer Notifs → Whatsapp. Add Connection runs in three steps: Instructions, Credentials, Settings. It connects to your own Meta infrastructure, so the prerequisites are Meta’s: a Meta business account, a WhatsApp app linked to it, and a developer account with the right permissions. Credentials are a WhatsApp Business ID and a User Access Token, and Verify Connection checks them before the connection is saved.
WhatsApp templates are approved by Meta, not by OTOMessage content on WhatsApp runs through templates that Meta reviews and categorizes as utility or marketing. A template sits at Approved or Need Parameter Check until that review completes.Plan for the review time before a launch depends on it. OTO ships ready-made templates — marked Created by OTO in the template list — which is the way to avoid starting from an empty library and an approval queue.

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Seeing what actually happened

Settings → Logs → Notification Logs records every message with its Provider, its Status, and the provider’s own raw Gateway Response — message id, segment count, cost and remaining balance.
The gateway response is where a silent failure explains itselfA message that did not arrive looks identical from OTO’s side to one that did, until you read what the provider said back. Rejections for a duplicate send, an unregistered sender or an exhausted balance all surface here and nowhere else.It is also where per-message cost and segment count live, which is the honest answer to why an SMS bill is higher than expected — long messages and non-Latin characters split into more segments than people assume.

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What OTO provides on top

The provider carries the message. Everything about which message, to whom, in what language and under what branding is configured in Customer Notification — per brand, per country and per message type, independent of who sends it.