Learn how Ndoto conversations work — creation, states (open, pending, snoozed, resolved), assignment, labels, macros, CSAT, and bulk actions. Everything your team needs to manage customer support at scale.

Conversations in Ndoto

A conversation in Ndoto is a thread of messages between your team and a customer. Every incoming message — regardless of which channel it came from — becomes a conversation in your shared inbox.

Ndoto gives every conversation a full history, a clear owner, a priority level, and a set of tools so your agents can respond quickly and consistently.

How Conversations Are Created

When a customer contacts you through any connected channel (email, live chat, WhatsApp, etc.), Ndoto automatically creates a conversation. If the customer has contacted you before, the new conversation is linked to their existing contact profile.

Conversations can also be created manually by agents directly from the inbox — useful for proactively reaching out to a customer.

Conversation States

Every conversation is in one of four states:

State	What it means
Open	Active and awaiting a response from your team
Pending	Received but not yet assigned or acknowledged
Snoozed	Temporarily hidden and will reappear at a set time
Resolved	Closed — the customer's issue has been handled

Agents can move conversations between states at any time. Resolved conversations are automatically reopened if a customer replies.

Priority

Conversations can be assigned a priority level to help agents focus on the most urgent issues first:

Urgent
High
Medium
Low

Priority can be set manually by agents, or automatically by Akili (the AI agent) based on the content of the conversation.

Assignment

Conversations are assigned to agents or teams so it's always clear who is responsible.

Manual assignment — an agent or admin assigns the conversation to a specific person or team
Auto-assignment — Ndoto automatically routes conversations using round-robin or capacity-based policies configured per inbox (see Teams & Agents)

When a conversation is assigned, the assigned agent receives a notification.

Labels

Labels are color-coded tags that categorize conversations. An agent can apply one or more labels to a conversation to make it easier to filter, search, and report on.

Akili can also suggest labels automatically based on conversation content. Labels feed into Label Reports to show which topics are most common.

Private Notes

Agents can leave private notes on a conversation. Notes are only visible to your team — customers never see them. Agents can @mention a teammate in a note to loop them in, triggering a notification for the mentioned agent.

Canned Responses

Canned responses are pre-written replies that agents can insert into a conversation using a short code. They speed up responses to common questions and help maintain consistent messaging across your team.

Macros

Macros are saved sequences of actions that agents can run on a conversation with a single click. A macro might send a message, add a label, reassign the conversation, and resolve it — all at once.

Macros are a form of manual automation. For automatic triggers, use Automation Rules or Workflows.

Search and Filters

Conversations can be searched by content and filtered by:

Status (open, resolved, pending, snoozed)
Assigned agent or team
Inbox
Label
Contact
Priority
Date range

Filters can be saved as custom views so agents can quickly return to the conversations they care about most.

Bulk Actions

Agents can select multiple conversations and apply actions to all of them at once — such as assigning to a team, adding a label, or resolving. This is especially useful for clearing backlogs or re-triaging after a surge.

CSAT Surveys

After a conversation is resolved, Ndoto can automatically send the customer a Customer Satisfaction (CSAT) survey. Responses are tracked and surfaced in CSAT Reports.

Conversations — How Ndoto Manages Customer Messages