Flows are visual workflows you design in your dashboard to guide a conversation before — or instead of — your AI agent. They run on every channel your app supports (Web, WhatsApp, Messenger, Instagram) without any extra work, and the customer sees native UI on each platform.

This article walks through what Flows can do.

[SCREENSHOT 1] Flows list page (Customer Service → Flows). Show at least one Live flow and one Draft, with Switches visible.

What you can build

Anything from a one-message greeting to a multi-branch funnel that collects information, runs conditional logic, hands off to your AI with full context, or routes to a human agent with a packaged summary.

A Flow is a graph — a set of nodes connected by edges. You drag nodes from a side palette onto a free 2D canvas. There are 8 node types, grouped into three categories.

[SCREENSHOT 2] The canvas with the palette open on the left, showing the three category headers and the 8 nodes.

The 8 nodes

Functional — what the customer actually sees

Send Message — the bot sends text. Optionally include a media URL (image).

Options — ask a multiple-choice question with up to 20 buttons. The customer's pick is stored in a variable. You can set synonyms for each button (so \"Yeah\", \"yep\", \"yes\" all match), and choose how to handle unmatched typed text:

Strict — typed text rejected, composer disabled until a button is clicked
Match-or-reprompt (default) — fuzzy-match against labels and synonyms, retry up to 3 times
AI classify — send the typed text to a small AI model that picks the best option
Bail to AI — typed text immediately exits to Let AI Answer with collected context

Collect Input — ask a free-text question and store the answer in a variable. Optional validators: email, phone, regex.

[SCREENSHOT 3] Properties panel of any node (Send Message or Options) so the user sees the side panel where configuration happens.

Flow control

Trigger — where the flow begins. Currently fires on chat_start (the customer's first message).

Branch — routes the conversation based on conditions on collected variables. Conditions evaluate top-to-bottom; first match wins.

End — terminates the flow cleanly with an optional final message.

Integration — handing off

Let AI Answer — passes the conversation to your AI agent with all the collected context auto-injected into its system prompt. The AI takes over from here. The flow can wire what happens after the AI either resolves the question or escalates it.

Human Handover — routes to a human agent in your inbox with a packaged summary. The customer sees an automatic message (\"Your query has been sent to a human…\"), your admins get notified, and the chat lands in your inbox in human mode.

Variables

Variables are how you carry information through a flow. They have three scopes:

User attribute: Persists across all conversations with this user (e.g., customer_email, plan, account_id)
Conversation attribute: Persists for this chat only (e.g., topic, order_id, language_preference)
Workflow var: This run only (ephemeral) (e.g., attempt_count, selected_option)

And six types: text, number, boolean, list, date, reference.

Anywhere you have a variable, you can:

Use it as a Branch condition
Reference it later in the same flow
Have it auto-injected into the AI's system prompt at the Let AI Answer node, so the AI has full context

Publishing — the Live toggle

Each Flow has a Switch in two places: on its card in the list, and in the canvas header.

Off — Draft. Saved but not visible to customers.
On — Live. Customers see this flow on every channel.

[SCREENSHOT 4] Two cards in the list — one Live (Switch ON), one Draft (Switch OFF). Description shows \"Live\" / \"Off\".

A few rules to know:

Only one Flow can be Live per app at a time. Turning a different Flow on automatically turns the previous one off.
A Live Flow can't be deleted. Toggle it Off first.
Toggling Off doesn't lose your draft — your work stays exactly as you left it. You can re-publish anytime; that becomes the next version.
Customers mid-flow stick with the version they started on. Publishing a new version doesn't disrupt in-flight conversations; new conversations get the new graph.

Channel behavior

You design one flow. The runtime renders it appropriately on each platform.

Web widget

Options buttons are inline pills with 10px corners. They disable automatically once the customer picks (visible in conversation history but greyed out).

[SCREENSHOT 5] Web widget showing an Options message with clickable buttons.

Buttons map to WhatsApp's native interactive UI based on count:

1 – 3 buttons: Interactive Reply Buttons
4 – 10 buttons: Interactive List (\"View options\" → list rows)
11+ buttons: Numbered text fallback

[SCREENSHOT 6] WhatsApp Interactive Buttons message.

[SCREENSHOT 7] WhatsApp Interactive List message.

Facebook Messenger and Instagram

Buttons map to native Quick Replies:

1 – 13 buttons: Quick Reply bubbles
14+ buttons: Numbered text fallback

[SCREENSHOT 8] Messenger Quick Replies bubbles.

[SCREENSHOT 9] Instagram Quick Replies bubbles.

Markdown formatting

The AI sometimes writes in markdown (bold, ## headings, - lists, [links](url)). The runtime cleans this up automatically per channel:

Web — markdown renders normally.
WhatsApp — bold becomes WhatsApp's native bold (*bold*). Headings become bold. Bullets become •. Links become text (url).
Messenger / Instagram — strict plain text. All markdown markers stripped.

Long messages

Customers never see truncated messages. If an AI reply exceeds a channel's text limit (1,000 chars on Instagram, 2,000 on Messenger, 4,096 on WhatsApp), the runtime splits it at the safest available boundary (paragraph → line → sentence) and sends multiple messages in order.

How it integrates with AI

When a Flow reaches a Let AI Answer node, the AI receives a system prompt with three layers stacked:

Your AI agent's persona (from your Customer Service settings)
A preamble listing every variable the flow has collected
Optional author-defined instructions you set on that specific node

So by the time the AI takes over, it knows the customer's plan, order, language, intent — whatever you've collected. It doesn't have to re-ask.

How it integrates with the inbox

When a Flow ends with Human Handover (or AI escalates), the chat moves into your inbox with mode human. Any agent on your team can pick it up by clicking Take Over in the chat header.

The Take Over button requires:

Your plan to include the Shared Inbox feature
The per-app Human Handoff setting to be enabled (Customer Service Settings → Human Handoff)

[SCREENSHOT 10] Inbox view of a chat in human mode, with the Take Over button visible in the header and the right-side panel showing the channel and mode.

The customer-facing system message and admin notifications are the same as when the AI escalates — there's one canonical escalation pipeline.

Limits

Buttons per Options node: 20 (Above 11, every channel falls back to numbered text)
Variables per app: unlimited
Live flows per app: 1
Reply Button label: 20 chars (WhatsApp / Messenger platform limit)
List row title: 24 chars (WhatsApp platform limit)
Bot text per message: 1,000 / 2,000 / 4,096 (IG / FB / WA)

Things to keep in mind

Keep button labels short (mobile messengers truncate aggressively).
Use synonyms on Options buttons if you expect customers to type variations.
Always wire the fallback edge on Options nodes — if no button matches, the flow needs somewhere to go.
Make sure every path eventually reaches an End, Let AI Answer, or Human Handover.
The same flow looks different on each channel. If your customers use multiple channels, glance at each one before publishing widely.

On the roadmap

Not yet available, but on the way:

Persistent menus for Messenger and Ice Breakers for Instagram (always-visible UI configured per app).
Multi-select Options nodes (let customers pick more than one).
Test in widget before publish.
Run inspector in the agent inbox (see the active node + collected variables on a live chat).

","Flows are visual workflows you design in your dashboard to guide a conversation before — or instead of — your AI agent. They run on every channel your app supports (Web, WhatsApp, Messenger, Instagram) without any extra work, and the customer sees native UI on each platform.\n\nThis article walks through what Flows can do.\n\n

[SCREENSHOT 1] Flows list page (Customer Service → Flows). Show at least one Live flow and one Draft, with Switches visible.

\n\n\n## What you can build\n\nAnything from a one-message greeting to a multi-branch funnel that collects information, runs conditional logic, hands off to your AI with full context, or routes to a human agent with a packaged summary.\n\nA Flow is a graph — a set of **nodes** connected by **edges**. You drag nodes from a side palette onto a free 2D canvas. There are 8 node types, grouped into three categories.\n\n

[SCREENSHOT 2] The canvas with the palette open on the left, showing the three category headers and the 8 nodes.

\n\n\n## The 8 nodes\n\n### Functional — what the customer actually sees\n\n**Send Message** — the bot sends text. Optionally include a media URL (image).\n\n**Options** — ask a multiple-choice question with up to 20 buttons. The customer's pick is stored in a variable. You can set synonyms for each button (so \"Yeah\", \"yep\", \"yes\" all match), and choose how to handle unmatched typed text:\n\n- Strict — typed text rejected, composer disabled until a button is clicked\n- Match-or-reprompt (default) — fuzzy-match against labels and synonyms, retry up to 3 times\n- AI classify — send the typed text to a small AI model that picks the best option\n- Bail to AI — typed text immediately exits to Let AI Answer with collected context\n\n**Collect Input** — ask a free-text question and store the answer in a variable. Optional validators: email, phone, regex.\n\n

[SCREENSHOT 3] Properties panel of any node (Send Message or Options) so the user sees the side panel where configuration happens.

\n\n\n### Flow control\n\n**Trigger** — where the flow begins. Currently fires on chat_start (the customer's first message).\n\n**Branch** — routes the conversation based on conditions on collected variables. Conditions evaluate top-to-bottom; first match wins.\n\n**End** — terminates the flow cleanly with an optional final message.\n\n### Integration — handing off\n\n**Let AI Answer** — passes the conversation to your AI agent with all the collected context auto-injected into its system prompt. The AI takes over from here. The flow can wire what happens after the AI either resolves the question or escalates it.\n\n**Human Handover** — routes to a human agent in your inbox with a packaged summary. The customer sees an automatic message (\"Your query has been sent to a human…\"), your admins get notified, and the chat lands in your inbox in human mode.\n\n## Variables\n\nVariables are how you carry information through a flow. They have three **scopes**:\n\n- **User attribute:** Persists across all conversations with this user (e.g., customer_email, plan, account_id)\n- **Conversation attribute:** Persists for this chat only (e.g., topic, order_id, language_preference)\n- **Workflow var:** This run only (ephemeral) (e.g., attempt_count, selected_option)\n\nAnd six **types**: text, number, boolean, list, date, reference.\n\nAnywhere you have a variable, you can:\n\n- Use it as a Branch condition\n- Reference it later in the same flow\n- Have it auto-injected into the AI's system prompt at the Let AI Answer node, so the AI has full context\n\n## Publishing — the Live toggle\n\nEach Flow has a Switch in two places: on its card in the list, and in the canvas header.\n\n- **Off** — Draft. Saved but not visible to customers.\n- **On** — Live. Customers see this flow on every channel.\n\n

[SCREENSHOT 4] Two cards in the list — one Live (Switch ON), one Draft (Switch OFF). Description shows \"Live\" / \"Off\".

\n\n\nA few rules to know:\n\n- Only one Flow can be Live per app at a time. Turning a different Flow on automatically turns the previous one off.\n- A Live Flow can't be deleted. Toggle it Off first.\n- Toggling Off doesn't lose your draft — your work stays exactly as you left it. You can re-publish anytime; that becomes the next version.\n- Customers mid-flow stick with the version they started on. Publishing a new version doesn't disrupt in-flight conversations; new conversations get the new graph.\n\n## Channel behavior\n\nYou design one flow. The runtime renders it appropriately on each platform.\n\n### Web widget\n\nOptions buttons are inline pills with 10px corners. They disable automatically once the customer picks (visible in conversation history but greyed out).\n\n

[SCREENSHOT 5] Web widget showing an Options message with clickable buttons.

\n\n\n### WhatsApp\n\nButtons map to WhatsApp's native interactive UI based on count:\n\n- 1 – 3 buttons: Interactive Reply Buttons\n- 4 – 10 buttons: Interactive List (\"View options\" → list rows)\n- 11+ buttons: Numbered text fallback\n\n

[SCREENSHOT 6] WhatsApp Interactive Buttons message.

\n\n\n

[SCREENSHOT 7] WhatsApp Interactive List message.

\n\n\n### Facebook Messenger and Instagram\n\nButtons map to native Quick Replies:\n\n- 1 – 13 buttons: Quick Reply bubbles\n- 14+ buttons: Numbered text fallback\n\n

[SCREENSHOT 8] Messenger Quick Replies bubbles.

\n\n\n

[SCREENSHOT 9] Instagram Quick Replies bubbles.

\n\n\n### Markdown formatting\n\nThe AI sometimes writes in markdown (**bold**, ## headings, - lists, \\[links\\](url)). The runtime cleans this up automatically per channel:\n\n- **Web** — markdown renders normally.\n- **WhatsApp** — **bold** becomes WhatsApp's native bold (\\*bold\\*). Headings become bold. Bullets become •. Links become text (url).\n- **Messenger / Instagram** — strict plain text. All markdown markers stripped.\n\n### Long messages\n\nCustomers never see truncated messages. If an AI reply exceeds a channel's text limit (1,000 chars on Instagram, 2,000 on Messenger, 4,096 on WhatsApp), the runtime splits it at the safest available boundary (paragraph → line → sentence) and sends multiple messages in order.\n\n## How it integrates with AI\n\nWhen a Flow reaches a Let AI Answer node, the AI receives a system prompt with three layers stacked:\n\n1. Your AI agent's persona (from your Customer Service settings)\n2. A preamble listing every variable the flow has collected\n3. Optional author-defined instructions you set on that specific node\n\nSo by the time the AI takes over, it knows the customer's plan, order, language, intent — whatever you've collected. It doesn't have to re-ask.\n\n## How it integrates with the inbox\n\nWhen a Flow ends with Human Handover (or AI escalates), the chat moves into your inbox with mode human. Any agent on your team can pick it up by clicking **Take Over** in the chat header.\n\nThe Take Over button requires:\n\n- Your plan to include the Shared Inbox feature\n- The per-app Human Handoff setting to be enabled (Customer Service Settings → Human Handoff)\n\n

[SCREENSHOT 10] Inbox view of a chat in human mode, with the Take Over button visible in the header and the right-side panel showing the channel and mode.

\n\n\nThe customer-facing system message and admin notifications are the same as when the AI escalates — there's one canonical escalation pipeline.\n\n## Limits\n\n- **Buttons per Options node:** 20 (Above 11, every channel falls back to numbered text)\n- **Variables per app:** unlimited\n- **Live flows per app:** 1\n- **Reply Button label:** 20 chars (WhatsApp / Messenger platform limit)\n- **List row title:** 24 chars (WhatsApp platform limit)\n- **Bot text per message:** 1,000 / 2,000 / 4,096 (IG / FB / WA)\n\n## Things to keep in mind\n\n- Keep button labels short (mobile messengers truncate aggressively).\n- Use synonyms on Options buttons if you expect customers to type variations.\n- Always wire the fallback edge on Options nodes — if no button matches, the flow needs somewhere to go.\n- Make sure every path eventually reaches an End, Let AI Answer, or Human Handover.\n- The same flow looks different on each channel. If your customers use multiple channels, glance at each one before publishing widely.\n\n## On the roadmap\n\nNot yet available, but on the way:\n\n- Persistent menus for Messenger and Ice Breakers for Instagram (always-visible UI configured per app).\n- Multi-select Options nodes (let customers pick more than one).\n- Test in widget before publish.\n- Run inspector in the agent inbox (see the active node + collected variables on a live chat).",{"_54":254,"_255":256},"doc","content",[257,265,270,289,298,303,320,334,340,347,356,365,399,408,422,428,437,446,455,461,470,479,485,496,532,543,548,572,578,583,608,622,627,658,664,669,675,680,694,700,705,729,743,757,763,768,785,799,813,819,829,869,875,880,886,891,918,923,929,940,945,962,976,981,987,1056,1062,1100,1106,1111,1142],{"_54":258,"_259":260,"_255":262},"paragraph","attrs",{"_261":-5},"textAlign",[263],{"_150":264,"_54":150},"Flows are visual workflows you design in your dashboard to guide a conversation before — or instead of — your AI agent. 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Saved but not visible to customers.",{"_54":371,"_255":598},[599],{"_54":258,"_259":600,"_255":601},{"_261":-5},[602,606],{"_150":603,"_54":150,"_281":604},"On",[605],{"_54":284},{"_150":607,"_54":150}," — Live. Customers see this flow on every channel.",{"_54":271,"_255":609},[610,621],{"_54":274,"_255":611},[612],{"_54":258,"_259":613,"_255":614},{"_261":-5},[615,619],{"_150":616,"_54":150,"_281":617},"[SCREENSHOT 4]",[618],{"_54":284},{"_150":620,"_54":150}," Two cards in the list — one Live (Switch ON), one Draft (Switch OFF). Description shows \"Live\" / \"Off\".",{"_54":288},{"_54":258,"_259":623,"_255":624},{"_261":-5},[625],{"_150":626,"_54":150},"A few rules to know:",{"_54":366,"_259":628,"_255":629},{"_368":27},[630,637,644,651],{"_54":371,"_255":631},[632],{"_54":258,"_259":633,"_255":634},{"_261":-5},[635],{"_150":636,"_54":150},"Only one Flow can be Live per app at a time. Turning a different Flow on automatically turns the previous one off.",{"_54":371,"_255":638},[639],{"_54":258,"_259":640,"_255":641},{"_261":-5},[642],{"_150":643,"_54":150},"A Live Flow can't be deleted. Toggle it Off first.",{"_54":371,"_255":645},[646],{"_54":258,"_259":647,"_255":648},{"_261":-5},[649],{"_150":650,"_54":150},"Toggling Off doesn't lose your draft — your work stays exactly as you left it. You can re-publish anytime; that becomes the next version.",{"_54":371,"_255":652},[653],{"_54":258,"_259":654,"_255":655},{"_261":-5},[656],{"_150":657,"_54":150},"Customers mid-flow stick with the version they started on. Publishing a new version doesn't disrupt in-flight conversations; new conversations get the new graph.",{"_54":290,"_259":659,"_255":661},{"_32":660,"_293":294,"_261":-5},"9589e1a3-c23c-41fb-a00d-6724ee0825ed",[662],{"_150":663,"_54":150},"Channel behavior",{"_54":258,"_259":665,"_255":666},{"_261":-5},[667],{"_150":668,"_54":150},"You design one flow. The runtime renders it appropriately on each platform.",{"_54":290,"_259":670,"_255":672},{"_32":671,"_293":343,"_261":-5},"35040001-df67-4516-8044-96c9dbc2aadd",[673],{"_150":674,"_54":150},"Web widget",{"_54":258,"_259":676,"_255":677},{"_261":-5},[678],{"_150":679,"_54":150},"Options buttons are inline pills with 10px corners. They disable automatically once the customer picks (visible in conversation history but greyed out).",{"_54":271,"_255":681},[682,693],{"_54":274,"_255":683},[684],{"_54":258,"_259":685,"_255":686},{"_261":-5},[687,691],{"_150":688,"_54":150,"_281":689},"[SCREENSHOT 5]",[690],{"_54":284},{"_150":692,"_54":150}," Web widget showing an Options message with clickable buttons.",{"_54":288},{"_54":290,"_259":695,"_255":697},{"_32":696,"_293":343,"_261":-5},"74d7b148-3217-4f12-b43e-68e22de01d1d",[698],{"_150":699,"_54":150},"WhatsApp",{"_54":258,"_259":701,"_255":702},{"_261":-5},[703],{"_150":704,"_54":150},"Buttons map to WhatsApp's native interactive UI based on count:",{"_54":366,"_259":706,"_255":707},{"_368":27},[708,715,722],{"_54":371,"_255":709},[710],{"_54":258,"_259":711,"_255":712},{"_261":-5},[713],{"_150":714,"_54":150},"1 – 3 buttons: Interactive Reply Buttons",{"_54":371,"_255":716},[717],{"_54":258,"_259":718,"_255":719},{"_261":-5},[720],{"_150":721,"_54":150},"4 – 10 buttons: Interactive List (\"View options\" → list rows)",{"_54":371,"_255":723},[724],{"_54":258,"_259":725,"_255":726},{"_261":-5},[727],{"_150":728,"_54":150},"11+ buttons: Numbered text fallback",{"_54":271,"_255":730},[731,742],{"_54":274,"_255":732},[733],{"_54":258,"_259":734,"_255":735},{"_261":-5},[736,740],{"_150":737,"_54":150,"_281":738},"[SCREENSHOT 6]",[739],{"_54":284},{"_150":741,"_54":150}," WhatsApp Interactive Buttons message.",{"_54":288},{"_54":271,"_255":744},[745,756],{"_54":274,"_255":746},[747],{"_54":258,"_259":748,"_255":749},{"_261":-5},[750,754],{"_150":751,"_54":150,"_281":752},"[SCREENSHOT 7]",[753],{"_54":284},{"_150":755,"_54":150}," WhatsApp Interactive List message.",{"_54":288},{"_54":290,"_259":758,"_255":760},{"_32":759,"_293":343,"_261":-5},"1639a5ed-e0e2-4ca1-82d4-4065212f085c",[761],{"_150":762,"_54":150},"Facebook Messenger and Instagram",{"_54":258,"_259":764,"_255":765},{"_261":-5},[766],{"_150":767,"_54":150},"Buttons map to native Quick Replies:",{"_54":366,"_259":769,"_255":770},{"_368":27},[771,778],{"_54":371,"_255":772},[773],{"_54":258,"_259":774,"_255":775},{"_261":-5},[776],{"_150":777,"_54":150},"1 – 13 buttons: Quick Reply bubbles",{"_54":371,"_255":779},[780],{"_54":258,"_259":781,"_255":782},{"_261":-5},[783],{"_150":784,"_54":150},"14+ buttons: Numbered text fallback",{"_54":271,"_255":786},[787,798],{"_54":274,"_255":788},[789],{"_54":258,"_259":790,"_255":791},{"_261":-5},[792,796],{"_150":793,"_54":150,"_281":794},"[SCREENSHOT 8]",[795],{"_54":284},{"_150":797,"_54":150}," Messenger Quick Replies bubbles.",{"_54":288},{"_54":271,"_255":800},[801,812],{"_54":274,"_255":802},[803],{"_54":258,"_259":804,"_255":805},{"_261":-5},[806,810],{"_150":807,"_54":150,"_281":808},"[SCREENSHOT 9]",[809],{"_54":284},{"_150":811,"_54":150}," Instagram Quick Replies bubbles.",{"_54":288},{"_54":290,"_259":814,"_255":816},{"_32":815,"_293":343,"_261":-5},"4b248d7b-aca5-4acb-bd35-c48c2e02b971",[817],{"_150":818,"_54":150},"Markdown formatting",{"_54":258,"_259":820,"_255":821},{"_261":-5},[822,824,827],{"_150":823,"_54":150},"The AI sometimes writes in markdown (",{"_150":284,"_54":150,"_281":825},[826],{"_54":284},{"_150":828,"_54":150},", ## headings, - lists, [links](url)). The runtime cleans this up automatically per channel:",{"_54":366,"_259":830,"_255":831},{"_368":27},[832,843,858],{"_54":371,"_255":833},[834],{"_54":258,"_259":835,"_255":836},{"_261":-5},[837,841],{"_150":838,"_54":150,"_281":839},"Web",[840],{"_54":284},{"_150":842,"_54":150}," — markdown renders normally.",{"_54":371,"_255":844},[845],{"_54":258,"_259":846,"_255":847},{"_261":-5},[848,851,853,856],{"_150":699,"_54":150,"_281":849},[850],{"_54":284},{"_150":852,"_54":150}," — ",{"_150":284,"_54":150,"_281":854},[855],{"_54":284},{"_150":857,"_54":150}," becomes WhatsApp's native bold (*bold*). Headings become bold. Bullets become •. Links become text (url).",{"_54":371,"_255":859},[860],{"_54":258,"_259":861,"_255":862},{"_261":-5},[863,867],{"_150":864,"_54":150,"_281":865},"Messenger / Instagram",[866],{"_54":284},{"_150":868,"_54":150}," — strict plain text. All markdown markers stripped.",{"_54":290,"_259":870,"_255":872},{"_32":871,"_293":343,"_261":-5},"37ec5efe-4b16-4154-9adc-e20f6d112ba7",[873],{"_150":874,"_54":150},"Long messages",{"_54":258,"_259":876,"_255":877},{"_261":-5},[878],{"_150":879,"_54":150},"Customers never see truncated messages. If an AI reply exceeds a channel's text limit (1,000 chars on Instagram, 2,000 on Messenger, 4,096 on WhatsApp), the runtime splits it at the safest available boundary (paragraph → line → sentence) and sends multiple messages in order.",{"_54":290,"_259":881,"_255":883},{"_32":882,"_293":294,"_261":-5},"074b3b1d-21a9-4817-91e2-2ffc99ca83b4",[884],{"_150":885,"_54":150},"How it integrates with AI",{"_54":258,"_259":887,"_255":888},{"_261":-5},[889],{"_150":890,"_54":150},"When a Flow reaches a Let AI Answer node, the AI receives a system prompt with three layers stacked:",{"_54":892,"_259":893,"_255":896},"orderedList",{"_54":-5,"_894":895,"_368":27},"start",1,[897,904,911],{"_54":371,"_255":898},[899],{"_54":258,"_259":900,"_255":901},{"_261":-5},[902],{"_150":903,"_54":150},"Your AI agent's persona (from your Customer Service settings)",{"_54":371,"_255":905},[906],{"_54":258,"_259":907,"_255":908},{"_261":-5},[909],{"_150":910,"_54":150},"A preamble listing every variable the flow has collected",{"_54":371,"_255":912},[913],{"_54":258,"_259":914,"_255":915},{"_261":-5},[916],{"_150":917,"_54":150},"Optional author-defined instructions you set on that specific node",{"_54":258,"_259":919,"_255":920},{"_261":-5},[921],{"_150":922,"_54":150},"So by the time the AI takes over, it knows the customer's plan, order, language, intent — whatever you've collected. It doesn't have to re-ask.",{"_54":290,"_259":924,"_255":926},{"_32":925,"_293":294,"_261":-5},"0eb5ca4d-6bd4-48dc-a8bc-60dafbdec095",[927],{"_150":928,"_54":150},"How it integrates with the inbox",{"_54":258,"_259":930,"_255":931},{"_261":-5},[932,934,938],{"_150":933,"_54":150},"When a Flow ends with Human Handover (or AI escalates), the chat moves into your inbox with mode human. Any agent on your team can pick it up by clicking ",{"_150":935,"_54":150,"_281":936},"Take Over",[937],{"_54":284},{"_150":939,"_54":150}," in the chat header.",{"_54":258,"_259":941,"_255":942},{"_261":-5},[943],{"_150":944,"_54":150},"The Take Over button requires:",{"_54":366,"_259":946,"_255":947},{"_368":27},[948,955],{"_54":371,"_255":949},[950],{"_54":258,"_259":951,"_255":952},{"_261":-5},[953],{"_150":954,"_54":150},"Your plan to include the Shared Inbox feature",{"_54":371,"_255":956},[957],{"_54":258,"_259":958,"_255":959},{"_261":-5},[960],{"_150":961,"_54":150},"The per-app Human Handoff setting to be enabled (Customer Service Settings → Human Handoff)",{"_54":271,"_255":963},[964,975],{"_54":274,"_255":965},[966],{"_54":258,"_259":967,"_255":968},{"_261":-5},[969,973],{"_150":970,"_54":150,"_281":971},"[SCREENSHOT 10]",[972],{"_54":284},{"_150":974,"_54":150}," Inbox view of a chat in human mode, with the Take Over button visible in the header and the right-side panel showing the channel and mode.",{"_54":288},{"_54":258,"_259":977,"_255":978},{"_261":-5},[979],{"_150":980,"_54":150},"The customer-facing system message and admin notifications are the same as when the AI escalates — there's one canonical escalation pipeline.",{"_54":290,"_259":982,"_255":984},{"_32":983,"_293":294,"_261":-5},"70fae0ca-22af-4ff4-90ec-b05d23caca35",[985],{"_150":986,"_54":150},"Limits",{"_54":366,"_259":988,"_255":989},{"_368":27},[990,1001,1012,1023,1034,1045],{"_54":371,"_255":991},[992],{"_54":258,"_259":993,"_255":994},{"_261":-5},[995,999],{"_150":996,"_54":150,"_281":997},"Buttons per Options node:",[998],{"_54":284},{"_150":1000,"_54":150}," 20 (Above 11, every channel falls back to numbered text)",{"_54":371,"_255":1002},[1003],{"_54":258,"_259":1004,"_255":1005},{"_261":-5},[1006,1010],{"_150":1007,"_54":150,"_281":1008},"Variables per app:",[1009],{"_54":284},{"_150":1011,"_54":150}," unlimited",{"_54":371,"_255":1013},[1014],{"_54":258,"_259":1015,"_255":1016},{"_261":-5},[1017,1021],{"_150":1018,"_54":150,"_281":1019},"Live flows per app:",[1020],{"_54":284},{"_150":1022,"_54":150}," 1",{"_54":371,"_255":1024},[1025],{"_54":258,"_259":1026,"_255":1027},{"_261":-5},[1028,1032],{"_150":1029,"_54":150,"_281":1030},"Reply Button label:",[1031],{"_54":284},{"_150":1033,"_54":150}," 20 chars (WhatsApp / Messenger platform limit)",{"_54":371,"_255":1035},[1036],{"_54":258,"_259":1037,"_255":1038},{"_261":-5},[1039,1043],{"_150":1040,"_54":150,"_281":1041},"List row title:",[1042],{"_54":284},{"_150":1044,"_54":150}," 24 chars (WhatsApp platform limit)",{"_54":371,"_255":1046},[1047],{"_54":258,"_259":1048,"_255":1049},{"_261":-5},[1050,1054],{"_150":1051,"_54":150,"_281":1052},"Bot text per message:",[1053],{"_54":284},{"_150":1055,"_54":150}," 1,000 / 2,000 / 4,096 (IG / FB / WA)",{"_54":290,"_259":1057,"_255":1059},{"_32":1058,"_293":294,"_261":-5},"b8f65a2f-de64-448b-ba08-27e2eed685b1",[1060],{"_150":1061,"_54":150},"Things to keep in mind",{"_54":366,"_259":1063,"_255":1064},{"_368":27},[1065,1072,1079,1086,1093],{"_54":371,"_255":1066},[1067],{"_54":258,"_259":1068,"_255":1069},{"_261":-5},[1070],{"_150":1071,"_54":150},"Keep button labels short (mobile messengers truncate aggressively).",{"_54":371,"_255":1073},[1074],{"_54":258,"_259":1075,"_255":1076},{"_261":-5},[1077],{"_150":1078,"_54":150},"Use synonyms on Options buttons if you expect customers to type variations.",{"_54":371,"_255":1080},[1081],{"_54":258,"_259":1082,"_255":1083},{"_261":-5},[1084],{"_150":1085,"_54":150},"Always wire the fallback edge on Options nodes — if no button matches, the flow needs somewhere to go.",{"_54":371,"_255":1087},[1088],{"_54":258,"_259":1089,"_255":1090},{"_261":-5},[1091],{"_150":1092,"_54":150},"Make sure every path eventually reaches an End, Let AI Answer, or Human Handover.",{"_54":371,"_255":1094},[1095],{"_54":258,"_259":1096,"_255":1097},{"_261":-5},[1098],{"_150":1099,"_54":150},"The same flow looks different on each channel. If your customers use multiple channels, glance at each one before publishing widely.",{"_54":290,"_259":1101,"_255":1103},{"_32":1102,"_293":294,"_261":-5},"78e7bd2b-2325-420b-902b-02af8403ffbb",[1104],{"_150":1105,"_54":150},"On the roadmap",{"_54":258,"_259":1107,"_255":1108},{"_261":-5},[1109],{"_150":1110,"_54":150},"Not yet available, but on the way:",{"_54":366,"_259":1112,"_255":1113},{"_368":27},[1114,1121,1128,1135],{"_54":371,"_255":1115},[1116],{"_54":258,"_259":1117,"_255":1118},{"_261":-5},[1119],{"_150":1120,"_54":150},"Persistent menus for Messenger and Ice Breakers for Instagram (always-visible UI configured per app).",{"_54":371,"_255":1122},[1123],{"_54":258,"_259":1124,"_255":1125},{"_261":-5},[1126],{"_150":1127,"_54":150},"Multi-select Options nodes (let customers pick more than one).",{"_54":371,"_255":1129},[1130],{"_54":258,"_259":1131,"_255":1132},{"_261":-5},[1133],{"_150":1134,"_54":150},"Test in widget before publish.",{"_54":371,"_255":1136},[1137],{"_54":258,"_259":1138,"_255":1139},{"_261":-5},[1140],{"_150":1141,"_54":150},"Run inspector in the agent inbox (see the active node + collected variables on a live chat).",{"_54":258,"_259":1143},{"_261":-5},{},["D",1777286738382],[1147,6],"app_01ksdzc3xnfqct0v509pt4ptvm",["D",1779676827171],"1f003ee2ccd994b4d05c23bab67e540d394eaf1fe91883d3e78ce64570fefc1b",{"_32":1151,"_34":1152,"_36":1153,"_38":39,"_5":6,"_40":33,"_42":1154,"_44":-5,"_45":9,"_46":-5,"_47":48,"_49":1155,"_50":51,"_52":51,"_53":1156,"_54":248,"_56":1157,"_58":63,"_60":1158,"_62":1159,"_64":1160,"_65":1161,"_66":1943,"_68":69,"_70":69,"_71":-5,"_72":1944,"_75":27,"_76":27,"_77":-5,"_78":-5,"_79":-5,"_80":1945,"_81":82,"_83":1946,"_84":-5},"cnt_01jwg9fpchexva9sfjwbv7jb6g",["D",1748598512024],["D",1784446543585],"lgaa15smmkyh",["D",1748599958237],"user_2v0mzx2Bk2DD7p00qXU74EhJFuk","Web Messenger Customisation Guide","Mando allows you to fully customise your AI agent to match your brand. ","

Mando allows you to fully customise your AI agent to match your brand. Under Channels > Website Messenger, you’ll find two tabs: Content and Style. This guide walks you through each section and setting to help you create a seamless, branded experience for your users.

Content Tab

This tab lets you define what your messenger says, how it behaves, and what content it connects to.

How to Install the Script

Copy the script provided and paste it into the <head> section of your website. This script is required to activate the messenger and make it visible on your site.

Home Page Settings

Active/Inactive
Enable or disable the home screen of the messenger that appears before users start a conversation.
Greeting Message
Appears at the top of the chat home screen. Use a friendly, concise message to welcome users.
Introduction Message
Appears under the greeting message. This can guide users or prompt them to ask a question.
Remove ‘Made with Mando AI’
Optional add-on that allows you to remove Mando’s branding for a white-labelled experience.

Conversations Page

Start Button Text
The label on the button that users click to start a new chat.
Page Title
The title displayed at the top of the chat window during active conversations.
Greeting Message
The first message your AI agent sends when a chat begins.
Show Feedback Buttons
Enable this to let users rate AI responses with a thumbs up or down. Useful for tracking response quality.
Show Sources
When enabled, sources for AI-generated responses will be shown. Recommended if transparency is important.

Help Center Integration

If you’ve already created a Help Center, you can display it directly inside the chatbot, giving users quick access to your support articles without leaving the conversation.

Active/Inactive
Toggle to display your Help Center inside the chat interface.
Help Center App
Choose which Help Center app to link to this AI agent.
Show Search
Enable a search bar within the messenger so users can quickly browse your Help Center articles.

Also Help Center articles marked as “Featured” will appear on the chatbot’s homepage. You can control their visibility at any time by adjusting the “Featured” setting within each article in the editor.

Newsroom Integration

If you have a Newsroom app set up, you can showcase it inside the chatbot to share your latest announcements, updates, or blog posts. Once activated, users will be able to browse your Newsroom content without leaving the chat experience.

Active/Inactive
Toggle to show your Newsroom app within the messenger.
Newsroom App
Select the specific Newsroom app you want to link.

Only Newsroom posts marked as “Featured” will be displayed on the chatbot’s homepage. You can manage which posts are featured from within the Newsroom editor by toggling the “Featured” setting on or off.

Styling Your Web Messenger

The Style tab in Mando’s Web Messenger settings allows you to visually align your AI chatbot with your brand. From colours and fonts to logos and tooltips, every detail can be adjusted to create a cohesive experience.

Below is a breakdown of each section within the Style tab:

1. General

This section covers your base branding styles such as colours and fonts.

Action Colour
This is the main colour used for interactive elements like buttons and links inside the messenger.
Background Colour
Sets the main background for the messenger interface, including the header.
Font Family
Choose a font that matches your brand style. This will be applied across all messages and headings inside the chatbot window.

2. Launcher

This section controls the small icon launcher/chat bubble and the tooltip messages shown to users.

Horizontal Gap
Sets padding between the icon and the left/right sides of the screen.
Vertical Gap
Controls spacing from the top or bottom of the screen (depending on icon position).
Icon Position
Choose whether the launcher icon sits on the right or left of the screen.

Tooltip Messages

Tooltips are rotating one-line prompts shown before a user engages with the bot. These messages help attract attention and encourage users to interact.

Enter one line per tooltip. These appear 5 seconds after page load to grab attention. Each line will rotate as a separate tooltip.

Examples:

Need help with an order?
Ask about our current offers
Looking for a specific product?
Browse help articles instantly

3. Header

This section affects the header that appears at the top of the messenger chat window.

Show Company Icon
Toggle on to display your company’s logo in the header.
Show Members’ Avatars
If enabled, avatars of your human agents will appear in the header during handoff conversations, making the experience more personal.
Background Type
Select solid colour or a gradient background for your header.
Colour 1 and Colour 2
These define the colours used in your header, especially if gradient is selected.
Text Colour
Choose between light or dark text depending on your background colour to ensure readability.
Faded Background
Adds a soft visual fade effect beneath the header for depth.

4. Icons

This section allows you to upload brand-specific icons for different parts of the messenger.

Company Icon
Displayed in the messenger header if enabled.
Launcher Icon
This replaces the default chat launcher icon with your own.
AI Icon
Used in AI-generated messages to distinguish them from human agents. If not uploaded, your company icon will be used as fallback.

Final Tip

Use the Preview button to instantly see your changes. Once you’re happy with the look, publish or refresh your website to view it live.

Note: To see the changes live on your website, it might take a few minutes.

","Mando allows you to fully customise your AI agent to match your brand. Under **Channels > Website Messenger**, you’ll find two tabs: **Content** and **Style**. This guide walks you through each section and setting to help you create a seamless, branded experience for your users.\n\n---\n\n## **Content Tab**\n\nThis tab lets you define what your messenger says, how it behaves, and what content it connects to.\n\n---\n\n### **How to Install the Script**\n\nCopy the script provided and paste it into the <head> section of your website. This script is required to activate the messenger and make it visible on your site.\n\n---\n\n### **Home Page Settings**\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-52-51-uHgeYjf5luZ5vfCYdsr0tOemd65iiu.png)- **Active/Inactive**\n\n Enable or disable the home screen of the messenger that appears before users start a conversation.\n\n- **Greeting Message**\n\n Appears at the top of the chat home screen. Use a friendly, concise message to welcome users.\n\n- **Introduction Message**\n\n Appears under the greeting message. This can guide users or prompt them to ask a question.\n\n- **Remove ‘Made with Mando AI’**\n\n Optional add-on that allows you to remove Mando’s branding for a white-labelled experience.\n\n---\n\n### **Conversations Page**\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-53-57-j8XexvHzoKqPT1MAgKikuOOZnHcXbj.png)- **Start Button Text**\n\n The label on the button that users click to start a new chat.\n\n- **Page Title**\n\n The title displayed at the top of the chat window during active conversations.\n\n- **Greeting Message**\n\n The first message your AI agent sends when a chat begins.\n\n- **Show Feedback Buttons**\n\n Enable this to let users rate AI responses with a thumbs up or down. Useful for tracking response quality.\n\n- **Show Sources**\n\n When enabled, sources for AI-generated responses will be shown. Recommended if transparency is important.\n\n---\n\n### **Help Center Integration**\n\nIf you’ve already created a Help Center, you can display it directly inside the chatbot, giving users quick access to your support articles without leaving the conversation.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-57-51-Uql97DE9wCW09mmnJl1wYHppTw6gUA.png)- **Active/Inactive**\n\n Toggle to display your Help Center inside the chat interface.\n\n- **Help Center App**\n\n Choose which Help Center app to link to this AI agent.\n\n- **Show Search**\n\n Enable a search bar within the messenger so users can quickly browse your Help Center articles.\n\n**Also Help Center articles marked as “Featured” will appear on the chatbot’s homepage. You can control their visibility at any time by adjusting the “Featured” setting within each article in the editor.**\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-59-14-liHxkvOlJHhMqdXUbwez7ct6ufW8Zl.png)---\n\n### **Newsroom Integration**\n\nIf you have a Newsroom app set up, you can showcase it inside the chatbot to share your latest announcements, updates, or blog posts. Once activated, users will be able to browse your Newsroom content without leaving the chat experience.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-00-19-1CSPxe4eJbWunGFvfJfhFBHYsDQqho.png)- **Active/Inactive**\n\n Toggle to show your Newsroom app within the messenger.\n\n- **Newsroom App**\n\n Select the specific Newsroom app you want to link.\n\n**Only Newsroom posts marked as “Featured” will be displayed on the chatbot’s homepage. You can manage which posts are featured from within the Newsroom editor by toggling the “Featured” setting on or off.**\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-01-03-2iCMOc7uBSm6q99svdeJwvWSirwOmw.png)---\n\n# **Styling Your Web Messenger**\n\nThe **Style** tab in Mando’s Web Messenger settings allows you to visually align your AI chatbot with your brand. From colours and fonts to logos and tooltips, every detail can be adjusted to create a cohesive experience.\n\nBelow is a breakdown of each section within the **Style** tab:\n\n---\n\n## **1. General**\n\nThis section covers your base branding styles such as colours and fonts.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-05-03-Xo6VBZDnHp6ProwMuWUW7K7MzDxl7K.png)- **Action Colour**\n\n This is the main colour used for interactive elements like buttons and links inside the messenger.\n\n- **Background Colour**\n\n Sets the main background for the messenger interface, including the header.\n\n- **Font Family**\n\n Choose a font that matches your brand style. This will be applied across all messages and headings inside the chatbot window.\n\n---\n\n## **2. Launcher**\n\nThis section controls the small icon launcher/chat bubble and the tooltip messages shown to users.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-07-16-5g4N79dMobcdDidIZsmfSyQ0QSzvwu.png)- **Horizontal Gap**\n\n Sets padding between the icon and the left/right sides of the screen.\n\n- **Vertical Gap**\n\n Controls spacing from the top or bottom of the screen (depending on icon position).\n\n- **Icon Position**\n\n Choose whether the launcher icon sits on the **right** or **left** of the screen.\n\n### **Tooltip Messages**\n\nTooltips are rotating one-line prompts shown before a user engages with the bot. These messages help attract attention and encourage users to interact.\n\nEnter one line per tooltip. These appear 5 seconds after page load to grab attention. Each line will rotate as a separate tooltip.\n\n**Examples:**\n\n- Need help with an order?\n\n- Ask about our current offers\n\n- Looking for a specific product?\n\n- Browse help articles instantly\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-08-05-Pm5pzJaj1WNSJ5YGKyeJEZpzpNJl7P.png)---\n\n## **3. Header**\n\nThis section affects the header that appears at the top of the messenger chat window.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-10-29-nb9ezx4uGZrNy9aGuWjlRaM5sChDK6.png)- **Show Company Icon**\n\n Toggle on to display your company’s logo in the header.\n\n- **Show Members’ Avatars**\n\n If enabled, avatars of your human agents will appear in the header during handoff conversations, making the experience more personal.\n\n- **Background Type**\n\n Select **solid colour** or a **gradient** background for your header.\n\n- **Colour 1 and Colour 2**\n\n These define the colours used in your header, especially if gradient is selected.\n\n- **Text Colour**\n\n Choose between light or dark text depending on your background colour to ensure readability.\n\n- **Faded Background**\n\n Adds a soft visual fade effect beneath the header for depth.\n\n---\n\n## **4. Icons**\n\nThis section allows you to upload brand-specific icons for different parts of the messenger.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-11-18-CUYmrotJCWWPrQgux1X8fzp2r7lemw.png)- **Company Icon**\n\n Displayed in the messenger header if enabled.\n\n- **Launcher Icon**\n\n This replaces the default chat launcher icon with your own.\n\n- **AI Icon**\n\n Used in AI-generated messages to distinguish them from human agents. If not uploaded, your company icon will be used as fallback.\n\n---\n\n## **Final Tip**\n\nUse the **Preview** button to instantly see your changes. Once you’re happy with the look, publish or refresh your website to view it live.\n\n**Note:** To see the changes live on your website, it might take a few minutes.",{"_54":254,"_255":1162},[1163,1186,1188,1196,1201,1202,1210,1215,1216,1224,1231,1290,1291,1299,1303,1375,1376,1384,1389,1393,1437,1444,1448,1449,1457,1462,1466,1496,1503,1507,1508,1516,1526,1536,1537,1545,1550,1554,1599,1600,1608,1613,1617,1674,1682,1687,1692,1699,1730,1734,1735,1743,1748,1752,1851,1852,1860,1865,1869,1914,1915,1923,1934],{"_54":258,"_259":1164,"_255":1165},{"_261":-5},[1166,1168,1172,1174,1178,1180,1184],{"_150":1167,"_54":150},"Mando allows you to fully customise your AI agent to match your brand. Under ",{"_150":1169,"_54":150,"_281":1170},"Channels > Website Messenger",[1171],{"_54":284},{"_150":1173,"_54":150},", you’ll find two tabs: ",{"_150":1175,"_54":150,"_281":1176},"Content",[1177],{"_54":284},{"_150":1179,"_54":150}," and ",{"_150":1181,"_54":150,"_281":1182},"Style",[1183],{"_54":284},{"_150":1185,"_54":150},". This guide walks you through each section and setting to help you create a seamless, branded experience for your users.",{"_54":1187},"horizontalRule",{"_54":290,"_259":1189,"_255":1191},{"_32":1190,"_293":294,"_261":-5},"d7c79369-d234-45f3-bc12-eefbebe8920f",[1192],{"_150":1193,"_54":150,"_281":1194},"Content Tab",[1195],{"_54":284},{"_54":258,"_259":1197,"_255":1198},{"_261":-5},[1199],{"_150":1200,"_54":150},"This tab lets you define what your messenger says, how it behaves, and what content it connects to.",{"_54":1187},{"_54":290,"_259":1203,"_255":1205},{"_32":1204,"_293":343,"_261":-5},"0f36f084-f59b-4a0d-a63a-f80215843093",[1206],{"_150":1207,"_54":150,"_281":1208},"How to Install the Script",[1209],{"_54":284},{"_54":258,"_259":1211,"_255":1212},{"_261":-5},[1213],{"_150":1214,"_54":150},"Copy the script provided and paste it into the section of your website. This script is required to activate the messenger and make it visible on your site.",{"_54":1187},{"_54":290,"_259":1217,"_255":1219},{"_32":1218,"_293":343,"_261":-5},"71328a5d-57dc-474c-8645-fead474d056d",[1220],{"_150":1221,"_54":150,"_281":1222},"Home Page Settings",[1223],{"_54":284},{"_54":205,"_259":1225},{"_1226":-5,"_1227":1228,"_56":-5,"_1229":1230},"alt","src","https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-52-51-uHgeYjf5luZ5vfCYdsr0tOemd65iiu.png","data-id","ast_01jwg9rx1sexva9sg2avpd7erx",{"_54":366,"_259":1232,"_255":1233},{"_368":69},[1234,1248,1262,1276],{"_54":371,"_255":1235},[1236,1243],{"_54":258,"_259":1237,"_255":1238},{"_261":-5},[1239],{"_150":1240,"_54":150,"_281":1241},"Active/Inactive",[1242],{"_54":284},{"_54":258,"_259":1244,"_255":1245},{"_261":-5},[1246],{"_150":1247,"_54":150},"Enable or disable the home screen of the messenger that appears before users start a conversation.",{"_54":371,"_255":1249},[1250,1257],{"_54":258,"_259":1251,"_255":1252},{"_261":-5},[1253],{"_150":1254,"_54":150,"_281":1255},"Greeting Message",[1256],{"_54":284},{"_54":258,"_259":1258,"_255":1259},{"_261":-5},[1260],{"_150":1261,"_54":150},"Appears at the top of the chat home screen. Use a friendly, concise message to welcome users.",{"_54":371,"_255":1263},[1264,1271],{"_54":258,"_259":1265,"_255":1266},{"_261":-5},[1267],{"_150":1268,"_54":150,"_281":1269},"Introduction Message",[1270],{"_54":284},{"_54":258,"_259":1272,"_255":1273},{"_261":-5},[1274],{"_150":1275,"_54":150},"Appears under the greeting message. This can guide users or prompt them to ask a question.",{"_54":371,"_255":1277},[1278,1285],{"_54":258,"_259":1279,"_255":1280},{"_261":-5},[1281],{"_150":1282,"_54":150,"_281":1283},"Remove ‘Made with Mando AI’",[1284],{"_54":284},{"_54":258,"_259":1286,"_255":1287},{"_261":-5},[1288],{"_150":1289,"_54":150},"Optional add-on that allows you to remove Mando’s branding for a white-labelled experience.",{"_54":1187},{"_54":290,"_259":1292,"_255":1294},{"_32":1293,"_293":343,"_261":-5},"69f56c87-8194-49f8-aa4c-eda6a32c4b3c",[1295],{"_150":1296,"_54":150,"_281":1297},"Conversations Page",[1298],{"_54":284},{"_54":205,"_259":1300},{"_1226":-5,"_1227":1301,"_56":-5,"_1229":1302},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-53-57-j8XexvHzoKqPT1MAgKikuOOZnHcXbj.png","ast_01jwg9trw0exva9sgnjsg0md4v",{"_54":366,"_259":1304,"_255":1305},{"_368":69},[1306,1320,1334,1347,1361],{"_54":371,"_255":1307},[1308,1315],{"_54":258,"_259":1309,"_255":1310},{"_261":-5},[1311],{"_150":1312,"_54":150,"_281":1313},"Start Button Text",[1314],{"_54":284},{"_54":258,"_259":1316,"_255":1317},{"_261":-5},[1318],{"_150":1319,"_54":150},"The label on the button that users click to start a new chat.",{"_54":371,"_255":1321},[1322,1329],{"_54":258,"_259":1323,"_255":1324},{"_261":-5},[1325],{"_150":1326,"_54":150,"_281":1327},"Page Title",[1328],{"_54":284},{"_54":258,"_259":1330,"_255":1331},{"_261":-5},[1332],{"_150":1333,"_54":150},"The title displayed at the top of the chat window during active conversations.",{"_54":371,"_255":1335},[1336,1342],{"_54":258,"_259":1337,"_255":1338},{"_261":-5},[1339],{"_150":1254,"_54":150,"_281":1340},[1341],{"_54":284},{"_54":258,"_259":1343,"_255":1344},{"_261":-5},[1345],{"_150":1346,"_54":150},"The first message your AI agent sends when a chat begins.",{"_54":371,"_255":1348},[1349,1356],{"_54":258,"_259":1350,"_255":1351},{"_261":-5},[1352],{"_150":1353,"_54":150,"_281":1354},"Show Feedback Buttons",[1355],{"_54":284},{"_54":258,"_259":1357,"_255":1358},{"_261":-5},[1359],{"_150":1360,"_54":150},"Enable this to let users rate AI responses with a thumbs up or down. Useful for tracking response quality.",{"_54":371,"_255":1362},[1363,1370],{"_54":258,"_259":1364,"_255":1365},{"_261":-5},[1366],{"_150":1367,"_54":150,"_281":1368},"Show Sources",[1369],{"_54":284},{"_54":258,"_259":1371,"_255":1372},{"_261":-5},[1373],{"_150":1374,"_54":150},"When enabled, sources for AI-generated responses will be shown. Recommended if transparency is important.",{"_54":1187},{"_54":290,"_259":1377,"_255":1379},{"_32":1378,"_293":343,"_261":-5},"a47d5273-631f-4ef7-979d-98537c3f06d5",[1380],{"_150":1381,"_54":150,"_281":1382},"Help Center Integration",[1383],{"_54":284},{"_54":258,"_259":1385,"_255":1386},{"_261":-5},[1387],{"_150":1388,"_54":150},"If you’ve already created a Help Center, you can display it directly inside the chatbot, giving users quick access to your support articles without leaving the conversation.",{"_54":205,"_259":1390},{"_1226":-5,"_1227":1391,"_56":-5,"_1229":1392},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-57-51-Uql97DE9wCW09mmnJl1wYHppTw6gUA.png","ast_01jwga1a09exva9sh4f8k96vng",{"_54":366,"_259":1394,"_255":1395},{"_368":69},[1396,1409,1423],{"_54":371,"_255":1397},[1398,1404],{"_54":258,"_259":1399,"_255":1400},{"_261":-5},[1401],{"_150":1240,"_54":150,"_281":1402},[1403],{"_54":284},{"_54":258,"_259":1405,"_255":1406},{"_261":-5},[1407],{"_150":1408,"_54":150},"Toggle to display your Help Center inside the chat interface.",{"_54":371,"_255":1410},[1411,1418],{"_54":258,"_259":1412,"_255":1413},{"_261":-5},[1414],{"_150":1415,"_54":150,"_281":1416},"Help Center App",[1417],{"_54":284},{"_54":258,"_259":1419,"_255":1420},{"_261":-5},[1421],{"_150":1422,"_54":150},"Choose which Help Center app to link to this AI agent.",{"_54":371,"_255":1424},[1425,1432],{"_54":258,"_259":1426,"_255":1427},{"_261":-5},[1428],{"_150":1429,"_54":150,"_281":1430},"Show Search",[1431],{"_54":284},{"_54":258,"_259":1433,"_255":1434},{"_261":-5},[1435],{"_150":1436,"_54":150},"Enable a search bar within the messenger so users can quickly browse your Help Center articles.",{"_54":258,"_259":1438,"_255":1439},{"_261":-5},[1440],{"_150":1441,"_54":150,"_281":1442},"Also Help Center articles marked as “Featured” will appear on the chatbot’s homepage. You can control their visibility at any time by adjusting the “Featured” setting within each article in the editor.",[1443],{"_54":284},{"_54":205,"_259":1445},{"_1226":-5,"_1227":1446,"_56":-5,"_1229":1447},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-10-59-14-liHxkvOlJHhMqdXUbwez7ct6ufW8Zl.png","ast_01jwga3qrvexva9sheax9f4cca",{"_54":1187},{"_54":290,"_259":1450,"_255":1452},{"_32":1451,"_293":343,"_261":-5},"776d86a6-d357-45a7-9b5b-3222f50879e1",[1453],{"_150":1454,"_54":150,"_281":1455},"Newsroom Integration",[1456],{"_54":284},{"_54":258,"_259":1458,"_255":1459},{"_261":-5},[1460],{"_150":1461,"_54":150},"If you have a Newsroom app set up, you can showcase it inside the chatbot to share your latest announcements, updates, or blog posts. Once activated, users will be able to browse your Newsroom content without leaving the chat experience.",{"_54":205,"_259":1463},{"_1226":-5,"_1227":1464,"_56":-5,"_1229":1465},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-00-19-1CSPxe4eJbWunGFvfJfhFBHYsDQqho.png","ast_01jwga5npnexva9shk83j811h1",{"_54":366,"_259":1467,"_255":1468},{"_368":69},[1469,1482],{"_54":371,"_255":1470},[1471,1477],{"_54":258,"_259":1472,"_255":1473},{"_261":-5},[1474],{"_150":1240,"_54":150,"_281":1475},[1476],{"_54":284},{"_54":258,"_259":1478,"_255":1479},{"_261":-5},[1480],{"_150":1481,"_54":150},"Toggle to show your Newsroom app within the messenger.",{"_54":371,"_255":1483},[1484,1491],{"_54":258,"_259":1485,"_255":1486},{"_261":-5},[1487],{"_150":1488,"_54":150,"_281":1489},"Newsroom App",[1490],{"_54":284},{"_54":258,"_259":1492,"_255":1493},{"_261":-5},[1494],{"_150":1495,"_54":150},"Select the specific Newsroom app you want to link.",{"_54":258,"_259":1497,"_255":1498},{"_261":-5},[1499],{"_150":1500,"_54":150,"_281":1501},"Only Newsroom posts marked as “Featured” will be displayed on the chatbot’s homepage. You can manage which posts are featured from within the Newsroom editor by toggling the “Featured” setting on or off.",[1502],{"_54":284},{"_54":205,"_259":1504},{"_1226":-5,"_1227":1505,"_56":-5,"_1229":1506},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-01-03-2iCMOc7uBSm6q99svdeJwvWSirwOmw.png","ast_01jwga70bjexva9shwh9gwsd9q",{"_54":1187},{"_54":290,"_259":1509,"_255":1511},{"_32":1510,"_293":895,"_261":-5},"69c1d4a1-4a8d-4ec2-a04d-a692886cf090",[1512],{"_150":1513,"_54":150,"_281":1514},"Styling Your Web Messenger",[1515],{"_54":284},{"_54":258,"_259":1517,"_255":1518},{"_261":-5},[1519,1521,1524],{"_150":1520,"_54":150},"The ",{"_150":1181,"_54":150,"_281":1522},[1523],{"_54":284},{"_150":1525,"_54":150}," tab in Mando’s Web Messenger settings allows you to visually align your AI chatbot with your brand. From colours and fonts to logos and tooltips, every detail can be adjusted to create a cohesive experience.",{"_54":258,"_259":1527,"_255":1528},{"_261":-5},[1529,1531,1534],{"_150":1530,"_54":150},"Below is a breakdown of each section within the ",{"_150":1181,"_54":150,"_281":1532},[1533],{"_54":284},{"_150":1535,"_54":150}," tab:",{"_54":1187},{"_54":290,"_259":1538,"_255":1540},{"_32":1539,"_293":294,"_261":-5},"dd6c533e-9a31-4b76-a792-5b5f90de44bf",[1541],{"_150":1542,"_54":150,"_281":1543},"1. General",[1544],{"_54":284},{"_54":258,"_259":1546,"_255":1547},{"_261":-5},[1548],{"_150":1549,"_54":150},"This section covers your base branding styles such as colours and fonts.",{"_54":205,"_259":1551},{"_1226":-5,"_1227":1552,"_56":-5,"_1229":1553},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-05-03-Xo6VBZDnHp6ProwMuWUW7K7MzDxl7K.png","ast_01jwgaeksxexva9sj94k5vh3bn",{"_54":366,"_259":1555,"_255":1556},{"_368":69},[1557,1571,1585],{"_54":371,"_255":1558},[1559,1566],{"_54":258,"_259":1560,"_255":1561},{"_261":-5},[1562],{"_150":1563,"_54":150,"_281":1564},"Action Colour",[1565],{"_54":284},{"_54":258,"_259":1567,"_255":1568},{"_261":-5},[1569],{"_150":1570,"_54":150},"This is the main colour used for interactive elements like buttons and links inside the messenger.",{"_54":371,"_255":1572},[1573,1580],{"_54":258,"_259":1574,"_255":1575},{"_261":-5},[1576],{"_150":1577,"_54":150,"_281":1578},"Background Colour",[1579],{"_54":284},{"_54":258,"_259":1581,"_255":1582},{"_261":-5},[1583],{"_150":1584,"_54":150},"Sets the main background for the messenger interface, including the header.",{"_54":371,"_255":1586},[1587,1594],{"_54":258,"_259":1588,"_255":1589},{"_261":-5},[1590],{"_150":1591,"_54":150,"_281":1592},"Font Family",[1593],{"_54":284},{"_54":258,"_259":1595,"_255":1596},{"_261":-5},[1597],{"_150":1598,"_54":150},"Choose a font that matches your brand style. This will be applied across all messages and headings inside the chatbot window.",{"_54":1187},{"_54":290,"_259":1601,"_255":1603},{"_32":1602,"_293":294,"_261":-5},"23eaf4ec-e6f8-4d58-a4cd-7aa51b6c9017",[1604],{"_150":1605,"_54":150,"_281":1606},"2. Launcher",[1607],{"_54":284},{"_54":258,"_259":1609,"_255":1610},{"_261":-5},[1611],{"_150":1612,"_54":150},"This section controls the small icon launcher/chat bubble and the tooltip messages shown to users.",{"_54":205,"_259":1614},{"_1226":-5,"_1227":1615,"_56":-5,"_1229":1616},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-07-16-5g4N79dMobcdDidIZsmfSyQ0QSzvwu.png","ast_01jwgajjt0exva9sjgajbspcfx",{"_54":366,"_259":1618,"_255":1619},{"_368":69},[1620,1634,1648],{"_54":371,"_255":1621},[1622,1629],{"_54":258,"_259":1623,"_255":1624},{"_261":-5},[1625],{"_150":1626,"_54":150,"_281":1627},"Horizontal Gap",[1628],{"_54":284},{"_54":258,"_259":1630,"_255":1631},{"_261":-5},[1632],{"_150":1633,"_54":150},"Sets padding between the icon and the left/right sides of the screen.",{"_54":371,"_255":1635},[1636,1643],{"_54":258,"_259":1637,"_255":1638},{"_261":-5},[1639],{"_150":1640,"_54":150,"_281":1641},"Vertical Gap",[1642],{"_54":284},{"_54":258,"_259":1644,"_255":1645},{"_261":-5},[1646],{"_150":1647,"_54":150},"Controls spacing from the top or bottom of the screen (depending on icon position).",{"_54":371,"_255":1649},[1650,1657],{"_54":258,"_259":1651,"_255":1652},{"_261":-5},[1653],{"_150":1654,"_54":150,"_281":1655},"Icon Position",[1656],{"_54":284},{"_54":258,"_259":1658,"_255":1659},{"_261":-5},[1660,1662,1666,1668,1672],{"_150":1661,"_54":150},"Choose whether the launcher icon sits on the ",{"_150":1663,"_54":150,"_281":1664},"right",[1665],{"_54":284},{"_150":1667,"_54":150}," or ",{"_150":1669,"_54":150,"_281":1670},"left",[1671],{"_54":284},{"_150":1673,"_54":150}," of the screen.",{"_54":290,"_259":1675,"_255":1677},{"_32":1676,"_293":343,"_261":-5},"182152f7-9f10-4389-b5e7-23b217027a18",[1678],{"_150":1679,"_54":150,"_281":1680},"Tooltip Messages",[1681],{"_54":284},{"_54":258,"_259":1683,"_255":1684},{"_261":-5},[1685],{"_150":1686,"_54":150},"Tooltips are rotating one-line prompts shown before a user engages with the bot. These messages help attract attention and encourage users to interact.",{"_54":258,"_259":1688,"_255":1689},{"_261":-5},[1690],{"_150":1691,"_54":150},"Enter one line per tooltip. These appear 5 seconds after page load to grab attention. Each line will rotate as a separate tooltip.",{"_54":258,"_259":1693,"_255":1694},{"_261":-5},[1695],{"_150":1696,"_54":150,"_281":1697},"Examples:",[1698],{"_54":284},{"_54":366,"_259":1700,"_255":1701},{"_368":69},[1702,1709,1716,1723],{"_54":371,"_255":1703},[1704],{"_54":258,"_259":1705,"_255":1706},{"_261":-5},[1707],{"_150":1708,"_54":150},"Need help with an order?",{"_54":371,"_255":1710},[1711],{"_54":258,"_259":1712,"_255":1713},{"_261":-5},[1714],{"_150":1715,"_54":150},"Ask about our current offers",{"_54":371,"_255":1717},[1718],{"_54":258,"_259":1719,"_255":1720},{"_261":-5},[1721],{"_150":1722,"_54":150},"Looking for a specific product?",{"_54":371,"_255":1724},[1725],{"_54":258,"_259":1726,"_255":1727},{"_261":-5},[1728],{"_150":1729,"_54":150},"Browse help articles instantly",{"_54":205,"_259":1731},{"_1226":-5,"_1227":1732,"_56":-5,"_1229":1733},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-08-05-Pm5pzJaj1WNSJ5YGKyeJEZpzpNJl7P.png","ast_01jwgam0hgexva9sjwm4n9qyg7",{"_54":1187},{"_54":290,"_259":1736,"_255":1738},{"_32":1737,"_293":294,"_261":-5},"769ce823-8f57-45af-a73b-4b2c606432b2",[1739],{"_150":1740,"_54":150,"_281":1741},"3. Header",[1742],{"_54":284},{"_54":258,"_259":1744,"_255":1745},{"_261":-5},[1746],{"_150":1747,"_54":150},"This section affects the header that appears at the top of the messenger chat window.",{"_54":205,"_259":1749},{"_1226":-5,"_1227":1750,"_56":-5,"_1229":1751},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-10-29-nb9ezx4uGZrNy9aGuWjlRaM5sChDK6.png","ast_01jwgar749exva9skhvb7an750",{"_54":366,"_259":1753,"_255":1754},{"_368":69},[1755,1769,1783,1809,1823,1837],{"_54":371,"_255":1756},[1757,1764],{"_54":258,"_259":1758,"_255":1759},{"_261":-5},[1760],{"_150":1761,"_54":150,"_281":1762},"Show Company Icon",[1763],{"_54":284},{"_54":258,"_259":1765,"_255":1766},{"_261":-5},[1767],{"_150":1768,"_54":150},"Toggle on to display your company’s logo in the header.",{"_54":371,"_255":1770},[1771,1778],{"_54":258,"_259":1772,"_255":1773},{"_261":-5},[1774],{"_150":1775,"_54":150,"_281":1776},"Show Members’ Avatars",[1777],{"_54":284},{"_54":258,"_259":1779,"_255":1780},{"_261":-5},[1781],{"_150":1782,"_54":150},"If enabled, avatars of your human agents will appear in the header during handoff conversations, making the experience more personal.",{"_54":371,"_255":1784},[1785,1792],{"_54":258,"_259":1786,"_255":1787},{"_261":-5},[1788],{"_150":1789,"_54":150,"_281":1790},"Background Type",[1791],{"_54":284},{"_54":258,"_259":1793,"_255":1794},{"_261":-5},[1795,1797,1801,1803,1807],{"_150":1796,"_54":150},"Select ",{"_150":1798,"_54":150,"_281":1799},"solid colour",[1800],{"_54":284},{"_150":1802,"_54":150}," or a ",{"_150":1804,"_54":150,"_281":1805},"gradient",[1806],{"_54":284},{"_150":1808,"_54":150}," background for your header.",{"_54":371,"_255":1810},[1811,1818],{"_54":258,"_259":1812,"_255":1813},{"_261":-5},[1814],{"_150":1815,"_54":150,"_281":1816},"Colour 1 and Colour 2",[1817],{"_54":284},{"_54":258,"_259":1819,"_255":1820},{"_261":-5},[1821],{"_150":1822,"_54":150},"These define the colours used in your header, especially if gradient is selected.",{"_54":371,"_255":1824},[1825,1832],{"_54":258,"_259":1826,"_255":1827},{"_261":-5},[1828],{"_150":1829,"_54":150,"_281":1830},"Text Colour",[1831],{"_54":284},{"_54":258,"_259":1833,"_255":1834},{"_261":-5},[1835],{"_150":1836,"_54":150},"Choose between light or dark text depending on your background colour to ensure readability.",{"_54":371,"_255":1838},[1839,1846],{"_54":258,"_259":1840,"_255":1841},{"_261":-5},[1842],{"_150":1843,"_54":150,"_281":1844},"Faded Background",[1845],{"_54":284},{"_54":258,"_259":1847,"_255":1848},{"_261":-5},[1849],{"_150":1850,"_54":150},"Adds a soft visual fade effect beneath the header for depth.",{"_54":1187},{"_54":290,"_259":1853,"_255":1855},{"_32":1854,"_293":294,"_261":-5},"b7d878bd-f859-4541-b407-5470ffb76374",[1856],{"_150":1857,"_54":150,"_281":1858},"4. Icons",[1859],{"_54":284},{"_54":258,"_259":1861,"_255":1862},{"_261":-5},[1863],{"_150":1864,"_54":150},"This section allows you to upload brand-specific icons for different parts of the messenger.",{"_54":205,"_259":1866},{"_1226":-5,"_1227":1867,"_56":-5,"_1229":1868},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/screenshot-2025-05-30-at-11-11-18-CUYmrotJCWWPrQgux1X8fzp2r7lemw.png","ast_01jwgasr8kexva9skxpg9j6tcf",{"_54":366,"_259":1870,"_255":1871},{"_368":69},[1872,1886,1900],{"_54":371,"_255":1873},[1874,1881],{"_54":258,"_259":1875,"_255":1876},{"_261":-5},[1877],{"_150":1878,"_54":150,"_281":1879},"Company Icon",[1880],{"_54":284},{"_54":258,"_259":1882,"_255":1883},{"_261":-5},[1884],{"_150":1885,"_54":150},"Displayed in the messenger header if enabled.",{"_54":371,"_255":1887},[1888,1895],{"_54":258,"_259":1889,"_255":1890},{"_261":-5},[1891],{"_150":1892,"_54":150,"_281":1893},"Launcher Icon",[1894],{"_54":284},{"_54":258,"_259":1896,"_255":1897},{"_261":-5},[1898],{"_150":1899,"_54":150},"This replaces the default chat launcher icon with your own.",{"_54":371,"_255":1901},[1902,1909],{"_54":258,"_259":1903,"_255":1904},{"_261":-5},[1905],{"_150":1906,"_54":150,"_281":1907},"AI Icon",[1908],{"_54":284},{"_54":258,"_259":1910,"_255":1911},{"_261":-5},[1912],{"_150":1913,"_54":150},"Used in AI-generated messages to distinguish them from human agents. If not uploaded, your company icon will be used as fallback.",{"_54":1187},{"_54":290,"_259":1916,"_255":1918},{"_32":1917,"_293":294,"_261":-5},"a0766f7d-8008-4731-aaf0-9741b47f9776",[1919],{"_150":1920,"_54":150,"_281":1921},"Final Tip",[1922],{"_54":284},{"_54":258,"_259":1924,"_255":1925},{"_261":-5},[1926,1928,1932],{"_150":1927,"_54":150},"Use the ",{"_150":1929,"_54":150,"_281":1930},"Preview",[1931],{"_54":284},{"_150":1933,"_54":150}," button to instantly see your changes. Once you’re happy with the look, publish or refresh your website to view it live.",{"_54":258,"_259":1935,"_255":1936},{"_261":-5},[1937,1941],{"_150":1938,"_54":150,"_281":1939},"Note:",[1940],{"_54":284},{"_150":1942,"_54":150}," To see the changes live on your website, it might take a few minutes.",{},[175,1147,6],["D",1779676827171],"0502bbff1cf44ce302a87ba77c46e6481bd64f54f34adc46cb65a87fbd660e43",{"_32":1948,"_34":1949,"_36":1950,"_38":39,"_5":6,"_40":33,"_42":1951,"_44":-5,"_45":9,"_46":-5,"_47":48,"_49":1952,"_50":51,"_52":51,"_53":51,"_54":248,"_56":1953,"_58":63,"_60":1954,"_62":1955,"_64":1956,"_65":1957,"_66":2433,"_68":69,"_70":69,"_71":-5,"_72":2434,"_75":27,"_76":27,"_77":-5,"_78":-5,"_79":-5,"_80":2435,"_81":82,"_83":2436,"_84":-5},"cnt_01jwg82dytexva9sfc66wrp3ms",["D",1748597028829],["D",1784446543585],"s5ritio8rhpw",["D",1748598506729],"How to create AI Agent on Mando AI","Setting up your AI Customer Service Agent on Mando is quick, easy, and packed with powerful features. In just a few minutes, you can have an intelligent assistant live on your site, handling support and capturing leads 24/7. Here’s how to get started:\n","

1. Create Your Agent App

Go to your workspace overview and click “Create a new app.”
Choose Customer Service as the app type. Add a name and a short description.
Once created, you’ll land on the agent dashboard, where you can see performance stats like conversations, resolved queries, and lead captures.

2. Add It to Your Website

Copy the embed code and paste it into the <head> of your website. That’s it – your chatbot is now live.

Currently, Mando supports web chat. Support for WhatsApp, Messenger, and Telegram is coming soon.

3. Customise the Look

From your app dashboard:

Head to Channels > Web Messenger
Adjust branding: colours, icons, logos
Toggle visibility for linked apps like Help Center and Newsroom

You can preview changes instantly or live on your site with a refresh.

Check the Web Messenger Customisation Detailed Guide

4. Add Quick Prompts

Quick prompts are clickable icebreakers. They help users start conversations – like asking for a discount code.

You can:

Set their position (start of chat, after responses, or both)
Link them to specific articles

5. Fine-Tune Settings

General Settings

Turn your agent on/off or delete it.

AI Model

Pick your preferred LLM and adjust the tone or prompt if you know what you’re doing.

User Capture

Choose when the bot should collect user info:

Mandatory: At the start of the chat
On Handoff: Only when escalating to a human
Disabled

Human Handoff

Enable it so unresolved chats escalate to real agents. You’ll be notified and can assign tickets to team members.

6. Feed It Knowledge

Think of your Data Library as your AI’s brain.

You can:

Crawl your website (like we did for Chelsea Dogs)
Upload files (PDFs, docs, etc.)
Use Mando’s AI editor to generate support articles
Sync content from Google Drive, Notion, etc. (on request)

Make sure your content is linked to the correct app by ticking the box when saving.

Check the Data Library Guide

7. Test It Live

Visit your website or click on the preview button
Start a chat
Try your quick prompts (e.g., “Discount Code”)
Check if user capture and escalation work as expected

8. Manage Team & Tickets

When a chat is escalated:

You’ll get a notification
You can assign the ticket to teammates
Add team members from the Members tab

Use AI Analysis to summarise conversations instantly – no need to read through the full chat history.

You’re All Set!

Your AI agent is now ready to handle real customer queries. Don’t forget:

Use the free trial to test it fully
Send us feedback – we’re building this with you

","## **1. Create Your Agent App**\n\n- Go to your **workspace overview** and click **“Create a new app.”**\n- Choose **Customer Service** as the app type. Add a name and a short description.\n- Once created, you’ll land on the **agent dashboard**, where you can see performance stats like conversations, resolved queries, and lead captures.\n\n---\n\n## **2. Add It to Your Website**\n\nCopy the **embed code** and paste it into the <head> of your website. That’s it – your chatbot is now live.\n\nCurrently, Mando supports web chat. Support for WhatsApp, Messenger, and Telegram is coming soon.\n\n---\n\n## **3. Customise the Look**\n\n**From your app dashboard:**\n\n- Head to **Channels > Web Messenger**\n\n- Adjust branding: colours, icons, logos\n\n- Toggle visibility for linked apps like Help Center and Newsroom\n\nYou can preview changes instantly or live on your site with a refresh.\n\nCheck the Web Messenger Customisation Detailed Guide\n\n---\n\n## **4. Add Quick Prompts**\n\nQuick prompts are clickable icebreakers. They help users start conversations – like asking for a discount code.\n\n**You can:**\n\n- Set their position (start of chat, after responses, or both)\n\n- Link them to specific articles\n\n---\n\n## **5. Fine-Tune Settings**\n\n### **General Settings**\n\nTurn your agent on/off or delete it.\n\n### **AI Model**\n\nPick your preferred LLM and adjust the tone or prompt if you know what you’re doing.\n\n### **User Capture**\n\nChoose when the bot should collect user info:\n\n- **Mandatory**: At the start of the chat\n\n- **On Handoff**: Only when escalating to a human\n\n- **Disabled**\n\n### **Human Handoff**\n\nEnable it so unresolved chats escalate to real agents. You’ll be notified and can assign tickets to team members.\n\n---\n\n## **6. Feed It Knowledge**\n\nThink of your **Data Library** as your AI’s brain.\n\n**You can:**\n\n- Crawl your website (like we did for **Chelsea Dogs**)\n\n- Upload files (PDFs, docs, etc.)\n\n- Use **Mando’s AI editor** to generate support articles\n\n- Sync content from Google Drive, Notion, etc. (on request)\n\nMake sure your content is linked to the correct app by ticking the box when saving.\n\nCheck the Data Library Guide\n\n---\n\n## **7. Test It Live**\n\n- Visit your website or click on the preview button\n\n- Start a chat\n\n- Try your quick prompts (e.g., “Discount Code”)\n\n- Check if user capture and escalation work as expected\n\n---\n\n## **8. Manage Team & Tickets**\n\n**When a chat is escalated:**\n\n- You’ll get a notification\n\n- You can assign the ticket to teammates\n\n- Add team members from the **Members** tab\n\nUse **AI Analysis** to summarise conversations instantly – no need to read through the full chat history.\n\n---\n\n## **You’re All Set!**\n\nYour AI agent is now ready to handle real customer queries. Don’t forget:\n\n- Use the free trial to test it fully\n\n- Send us feedback – we’re building this with you",{"_54":254,"_255":1958},[1959,1967,2013,2014,2022,2033,2038,2039,2047,2054,2082,2087,2092,2093,2101,2106,2113,2130,2131,2139,2147,2152,2160,2165,2173,2178,2212,2220,2225,2226,2234,2245,2251,2294,2299,2304,2305,2313,2344,2345,2353,2360,2390,2400,2401,2409,2414,2431],{"_54":290,"_259":1960,"_255":1962},{"_32":1961,"_293":294,"_261":-5},"0b62e85c-81e4-42bd-a541-26da519fdf68",[1963],{"_150":1964,"_54":150,"_281":1965},"1. Create Your Agent App",[1966],{"_54":284},{"_54":366,"_259":1968,"_255":1969},{"_368":27},[1970,1987,2000],{"_54":371,"_255":1971},[1972],{"_54":258,"_259":1973,"_255":1974},{"_261":-5},[1975,1977,1981,1983],{"_150":1976,"_54":150},"Go to your ",{"_150":1978,"_54":150,"_281":1979},"workspace overview",[1980],{"_54":284},{"_150":1982,"_54":150}," and click ",{"_150":1984,"_54":150,"_281":1985},"“Create a new app.”",[1986],{"_54":284},{"_54":371,"_255":1988},[1989],{"_54":258,"_259":1990,"_255":1991},{"_261":-5},[1992,1994,1998],{"_150":1993,"_54":150},"Choose ",{"_150":1995,"_54":150,"_281":1996},"Customer Service",[1997],{"_54":284},{"_150":1999,"_54":150}," as the app type. Add a name and a short description.",{"_54":371,"_255":2001},[2002],{"_54":258,"_259":2003,"_255":2004},{"_261":-5},[2005,2007,2011],{"_150":2006,"_54":150},"Once created, you’ll land on the ",{"_150":2008,"_54":150,"_281":2009},"agent dashboard",[2010],{"_54":284},{"_150":2012,"_54":150},", where you can see performance stats like conversations, resolved queries, and lead captures.",{"_54":1187},{"_54":290,"_259":2015,"_255":2017},{"_32":2016,"_293":294,"_261":-5},"4d236a5c-ba5b-41c5-9458-82e2ee73c247",[2018],{"_150":2019,"_54":150,"_281":2020},"2. Add It to Your Website",[2021],{"_54":284},{"_54":258,"_259":2023,"_255":2024},{"_261":-5},[2025,2027,2031],{"_150":2026,"_54":150},"Copy the ",{"_150":2028,"_54":150,"_281":2029},"embed code",[2030],{"_54":284},{"_150":2032,"_54":150}," and paste it into the of your website. That’s it – your chatbot is now live.",{"_54":258,"_259":2034,"_255":2035},{"_261":-5},[2036],{"_150":2037,"_54":150},"Currently, Mando supports web chat. Support for WhatsApp, Messenger, and Telegram is coming soon.",{"_54":1187},{"_54":290,"_259":2040,"_255":2042},{"_32":2041,"_293":294,"_261":-5},"02e2f863-0604-4cc5-a9e8-3a3a1649d04b",[2043],{"_150":2044,"_54":150,"_281":2045},"3. Customise the Look",[2046],{"_54":284},{"_54":258,"_259":2048,"_255":2049},{"_261":-5},[2050],{"_150":2051,"_54":150,"_281":2052},"From your app dashboard:",[2053],{"_54":284},{"_54":366,"_259":2055,"_255":2056},{"_368":69},[2057,2068,2075],{"_54":371,"_255":2058},[2059],{"_54":258,"_259":2060,"_255":2061},{"_261":-5},[2062,2064],{"_150":2063,"_54":150},"Head to ",{"_150":2065,"_54":150,"_281":2066},"Channels > Web Messenger",[2067],{"_54":284},{"_54":371,"_255":2069},[2070],{"_54":258,"_259":2071,"_255":2072},{"_261":-5},[2073],{"_150":2074,"_54":150},"Adjust branding: colours, icons, logos",{"_54":371,"_255":2076},[2077],{"_54":258,"_259":2078,"_255":2079},{"_261":-5},[2080],{"_150":2081,"_54":150},"Toggle visibility for linked apps like Help Center and Newsroom",{"_54":258,"_259":2083,"_255":2084},{"_261":-5},[2085],{"_150":2086,"_54":150},"You can preview changes instantly or live on your site with a refresh.",{"_54":258,"_259":2088,"_255":2089},{"_261":-5},[2090],{"_150":2091,"_54":150},"Check the Web Messenger Customisation Detailed Guide",{"_54":1187},{"_54":290,"_259":2094,"_255":2096},{"_32":2095,"_293":294,"_261":-5},"28452c7a-7576-4c6e-867a-7d16716f4f3e",[2097],{"_150":2098,"_54":150,"_281":2099},"4. Add Quick Prompts",[2100],{"_54":284},{"_54":258,"_259":2102,"_255":2103},{"_261":-5},[2104],{"_150":2105,"_54":150},"Quick prompts are clickable icebreakers. They help users start conversations – like asking for a discount code.",{"_54":258,"_259":2107,"_255":2108},{"_261":-5},[2109],{"_150":2110,"_54":150,"_281":2111},"You can:",[2112],{"_54":284},{"_54":366,"_259":2114,"_255":2115},{"_368":69},[2116,2123],{"_54":371,"_255":2117},[2118],{"_54":258,"_259":2119,"_255":2120},{"_261":-5},[2121],{"_150":2122,"_54":150},"Set their position (start of chat, after responses, or both)",{"_54":371,"_255":2124},[2125],{"_54":258,"_259":2126,"_255":2127},{"_261":-5},[2128],{"_150":2129,"_54":150},"Link them to specific articles",{"_54":1187},{"_54":290,"_259":2132,"_255":2134},{"_32":2133,"_293":294,"_261":-5},"8be0c9be-5ee7-4ace-a3ab-dfa45f490c53",[2135],{"_150":2136,"_54":150,"_281":2137},"5. Fine-Tune Settings",[2138],{"_54":284},{"_54":290,"_259":2140,"_255":2142},{"_32":2141,"_293":343,"_261":-5},"a2367258-e2c0-4b39-a14d-b21db73befeb",[2143],{"_150":2144,"_54":150,"_281":2145},"General Settings",[2146],{"_54":284},{"_54":258,"_259":2148,"_255":2149},{"_261":-5},[2150],{"_150":2151,"_54":150},"Turn your agent on/off or delete it.",{"_54":290,"_259":2153,"_255":2155},{"_32":2154,"_293":343,"_261":-5},"a87407d1-3c84-4925-948b-509db8099242",[2156],{"_150":2157,"_54":150,"_281":2158},"AI Model",[2159],{"_54":284},{"_54":258,"_259":2161,"_255":2162},{"_261":-5},[2163],{"_150":2164,"_54":150},"Pick your preferred LLM and adjust the tone or prompt if you know what you’re doing.",{"_54":290,"_259":2166,"_255":2168},{"_32":2167,"_293":343,"_261":-5},"c98a83a4-ee47-4ad7-8d22-3999a70360c1",[2169],{"_150":2170,"_54":150,"_281":2171},"User Capture",[2172],{"_54":284},{"_54":258,"_259":2174,"_255":2175},{"_261":-5},[2176],{"_150":2177,"_54":150},"Choose when the bot should collect user info:",{"_54":366,"_259":2179,"_255":2180},{"_368":69},[2181,2192,2203],{"_54":371,"_255":2182},[2183],{"_54":258,"_259":2184,"_255":2185},{"_261":-5},[2186,2190],{"_150":2187,"_54":150,"_281":2188},"Mandatory",[2189],{"_54":284},{"_150":2191,"_54":150},": At the start of the chat",{"_54":371,"_255":2193},[2194],{"_54":258,"_259":2195,"_255":2196},{"_261":-5},[2197,2201],{"_150":2198,"_54":150,"_281":2199},"On Handoff",[2200],{"_54":284},{"_150":2202,"_54":150},": Only when escalating to a human",{"_54":371,"_255":2204},[2205],{"_54":258,"_259":2206,"_255":2207},{"_261":-5},[2208],{"_150":2209,"_54":150,"_281":2210},"Disabled",[2211],{"_54":284},{"_54":290,"_259":2213,"_255":2215},{"_32":2214,"_293":343,"_261":-5},"be80bbbc-fccd-45c1-97b0-6079fbde618a",[2216],{"_150":2217,"_54":150,"_281":2218},"Human Handoff",[2219],{"_54":284},{"_54":258,"_259":2221,"_255":2222},{"_261":-5},[2223],{"_150":2224,"_54":150},"Enable it so unresolved chats escalate to real agents. You’ll be notified and can assign tickets to team members.",{"_54":1187},{"_54":290,"_259":2227,"_255":2229},{"_32":2228,"_293":294,"_261":-5},"9f01982e-346f-4a3a-b7dc-a94277e39cd8",[2230],{"_150":2231,"_54":150,"_281":2232},"6. Feed It Knowledge",[2233],{"_54":284},{"_54":258,"_259":2235,"_255":2236},{"_261":-5},[2237,2239,2243],{"_150":2238,"_54":150},"Think of your ",{"_150":2240,"_54":150,"_281":2241},"Data Library",[2242],{"_54":284},{"_150":2244,"_54":150}," as your AI’s brain.",{"_54":258,"_259":2246,"_255":2247},{"_261":-5},[2248],{"_150":2110,"_54":150,"_281":2249},[2250],{"_54":284},{"_54":366,"_259":2252,"_255":2253},{"_368":69},[2254,2267,2274,2287],{"_54":371,"_255":2255},[2256],{"_54":258,"_259":2257,"_255":2258},{"_261":-5},[2259,2261,2265],{"_150":2260,"_54":150},"Crawl your website (like we did for ",{"_150":2262,"_54":150,"_281":2263},"Chelsea Dogs",[2264],{"_54":284},{"_150":2266,"_54":150},")",{"_54":371,"_255":2268},[2269],{"_54":258,"_259":2270,"_255":2271},{"_261":-5},[2272],{"_150":2273,"_54":150},"Upload files (PDFs, docs, etc.)",{"_54":371,"_255":2275},[2276],{"_54":258,"_259":2277,"_255":2278},{"_261":-5},[2279,2281,2285],{"_150":2280,"_54":150},"Use ",{"_150":2282,"_54":150,"_281":2283},"Mando’s AI editor",[2284],{"_54":284},{"_150":2286,"_54":150}," to generate support articles",{"_54":371,"_255":2288},[2289],{"_54":258,"_259":2290,"_255":2291},{"_261":-5},[2292],{"_150":2293,"_54":150},"Sync content from Google Drive, Notion, etc. (on request)",{"_54":258,"_259":2295,"_255":2296},{"_261":-5},[2297],{"_150":2298,"_54":150},"Make sure your content is linked to the correct app by ticking the box when saving.",{"_54":258,"_259":2300,"_255":2301},{"_261":-5},[2302],{"_150":2303,"_54":150},"Check the Data Library Guide",{"_54":1187},{"_54":290,"_259":2306,"_255":2308},{"_32":2307,"_293":294,"_261":-5},"0136c345-be4d-43d7-b267-5979fef55d09",[2309],{"_150":2310,"_54":150,"_281":2311},"7. Test It Live",[2312],{"_54":284},{"_54":366,"_259":2314,"_255":2315},{"_368":69},[2316,2323,2330,2337],{"_54":371,"_255":2317},[2318],{"_54":258,"_259":2319,"_255":2320},{"_261":-5},[2321],{"_150":2322,"_54":150},"Visit your website or click on the preview button",{"_54":371,"_255":2324},[2325],{"_54":258,"_259":2326,"_255":2327},{"_261":-5},[2328],{"_150":2329,"_54":150},"Start a chat",{"_54":371,"_255":2331},[2332],{"_54":258,"_259":2333,"_255":2334},{"_261":-5},[2335],{"_150":2336,"_54":150},"Try your quick prompts (e.g., “Discount Code”)",{"_54":371,"_255":2338},[2339],{"_54":258,"_259":2340,"_255":2341},{"_261":-5},[2342],{"_150":2343,"_54":150},"Check if user capture and escalation work as expected",{"_54":1187},{"_54":290,"_259":2346,"_255":2348},{"_32":2347,"_293":294,"_261":-5},"fa4bc527-ddcb-4e7f-a364-9e78942238b7",[2349],{"_150":2350,"_54":150,"_281":2351},"8. Manage Team & Tickets",[2352],{"_54":284},{"_54":258,"_259":2354,"_255":2355},{"_261":-5},[2356],{"_150":2357,"_54":150,"_281":2358},"When a chat is escalated:",[2359],{"_54":284},{"_54":366,"_259":2361,"_255":2362},{"_368":69},[2363,2370,2377],{"_54":371,"_255":2364},[2365],{"_54":258,"_259":2366,"_255":2367},{"_261":-5},[2368],{"_150":2369,"_54":150},"You’ll get a notification",{"_54":371,"_255":2371},[2372],{"_54":258,"_259":2373,"_255":2374},{"_261":-5},[2375],{"_150":2376,"_54":150},"You can assign the ticket to teammates",{"_54":371,"_255":2378},[2379],{"_54":258,"_259":2380,"_255":2381},{"_261":-5},[2382,2384,2388],{"_150":2383,"_54":150},"Add team members from the ",{"_150":2385,"_54":150,"_281":2386},"Members",[2387],{"_54":284},{"_150":2389,"_54":150}," tab",{"_54":258,"_259":2391,"_255":2392},{"_261":-5},[2393,2394,2398],{"_150":2280,"_54":150},{"_150":2395,"_54":150,"_281":2396},"AI Analysis",[2397],{"_54":284},{"_150":2399,"_54":150}," to summarise conversations instantly – no need to read through the full chat history.",{"_54":1187},{"_54":290,"_259":2402,"_255":2404},{"_32":2403,"_293":294,"_261":-5},"650b5ced-a54b-4615-8b15-0dfc1861a972",[2405],{"_150":2406,"_54":150,"_281":2407},"You’re All Set!",[2408],{"_54":284},{"_54":258,"_259":2410,"_255":2411},{"_261":-5},[2412],{"_150":2413,"_54":150},"Your AI agent is now ready to handle real customer queries. Don’t forget:",{"_54":366,"_259":2415,"_255":2416},{"_368":69},[2417,2424],{"_54":371,"_255":2418},[2419],{"_54":258,"_259":2420,"_255":2421},{"_261":-5},[2422],{"_150":2423,"_54":150},"Use the free trial to test it fully",{"_54":371,"_255":2425},[2426],{"_54":258,"_259":2427,"_255":2428},{"_261":-5},[2429],{"_150":2430,"_54":150},"Send us feedback – we’re building this with you",{"_54":258,"_259":2432},{"_261":-5},{},[175,1147,6],["D",1779676826963],"54cf5faf97cf805cd32dcb291424ba337ae86b760b5123637447871e928ca270","actionData","errors"]

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