Learn how Ndoto organizes support staff into agents and teams. Understand roles (admin, supervisor, agent), auto-assignment policies (round-robin, capacity-based), availability, working hours, and notifications.

Teams & Agents in Ndoto

Ndoto organizes your support staff into agents and teams. This structure determines who handles conversations, how conversations are routed, and what each person can see and do.

Agents

An agent is any person on your team who handles customer conversations in Ndoto.

Roles

Every agent has a role that controls what they can access and configure:

Role	What they can do
Admin	Full access — manage settings, agents, inboxes, and all conversations
Supervisor	Manage agents and view reports, but limited settings access
Agent	Handle conversations in their assigned inboxes
Custom roles	Fine-grained permissions configured per role

Availability Status

Agents set their availability to let the system know whether they can take new conversations:

Online — available and accepting new assignments
Busy — at capacity or temporarily unavailable
Offline — not working

Availability status affects auto-assignment — conversations are only routed to agents who are online.

Agent Capacity

Each agent can have a maximum number of simultaneously open conversations. When an agent reaches their limit, auto-assignment skips them until they resolve some conversations.

Teams

Teams group agents together. A team can be assigned to an inbox, and conversations from that inbox will be routed to the team.

Teams are useful for organizing agents by function — for example, a billing team, a technical support team, and a sales team — and for routing conversations to the right group.

Team Assignment

Conversations can be assigned to a team (not just an individual agent). When a team is assigned, any agent on that team can pick up and respond to the conversation. Teams can also be targeted by automation rules and workflows for automatic routing.

Inbox Membership

Agents are added to specific inboxes. An agent can only see and respond to conversations in inboxes they are a member of. This scopes each agent's view to only the channels relevant to their role.

Auto-Assignment

Ndoto can automatically assign new conversations to agents without manual intervention. Auto-assignment is configured per inbox and works as follows:

When a new conversation arrives, Ndoto looks for available agents who are members of that inbox
It selects an agent based on the configured policy:
- Round-robin — distributes conversations evenly across all online agents
- Capacity-based — assigns to the agent with the most available capacity
The conversation is assigned and the agent is notified

If no agents are available, the conversation remains unassigned until an agent picks it up or becomes available.

Working Hours

Working hours can be configured per inbox to define when your team is available. Outside of those hours, Ndoto can automatically send an out-of-office message to the customer and optionally change the conversation state.

SLA timers can also be set to pause outside of working hours, so your team is only measured against the time they were actually available.

Notifications

Agents are notified when:

A conversation is assigned to them
A customer sends a new message in a conversation they are assigned to
They are @mentioned in a private note
A conversation they are watching has activity
An SLA threshold is breached

Notifications appear in-app and can also be delivered as push notifications.

Teams & Agents — Roles, Assignment & Routing in Ndoto