Ndoto Product Guide

Ndoto is an omnichannel customer support platform that unifies every customer conversation — from email and WhatsApp to live chat and social media — into a single shared inbox for your team.

This guide explains how each feature of Ndoto works, how the pieces connect, and how your team can get the most out of the platform.

Core Features

How Ndoto Works

Every message from any connected channel arrives in Ndoto as a conversation. Agents manage conversations from a single inbox — no switching between apps or tabs.

Conversations can be:

• Automatically assigned to the right agent or team using auto-assignment rules
• Automatically handled end-to-end by Akili, the AI agent
• Triaged and actioned using automation rules and workflows
• Searched, filtered, and resolved at scale using bulk actions and saved views

Contact history, labels, notes, and custom attributes are all linked to a contact profile so agents always have context before they reply.

Reports and SLA tracking give managers visibility into team performance, response times, and customer satisfaction scores.