AI templates provide pre-configured behavior setups optimized for specific use cases such as:

customer support
sales
technical support
general assistance

Templates help businesses launch AI Agents faster without configuring everything manually from scratch.

Open the AI template selection

When creating an AI Agent:

Open your workspace
Start creating a new AI Agent
Review the available AI templates

Each template is designed for a different support or business workflow.

Available AI templates

Available templates may include:

Customer Support
Sales
Technical Support
Assistant
Custom

Each template includes different default behavior and response styles.

Customer Support template

The Customer Support template is designed for:

handling support questions
troubleshooting
order assistance
customer communication

This template usually prioritizes:

clarity
consistency
helpful guidance

It works well for ecommerce stores and SaaS support teams.

Sales template

The Sales template is optimized for:

lead engagement
product recommendations
customer discovery
conversion-focused conversations

This workflow is commonly used for:

ecommerce storefronts
lead generation
product-focused support

Technical Support template

The Technical Support template is designed for:

troubleshooting
technical guidance
onboarding assistance
setup support

This template often performs best when connected to:

documentation websites
onboarding guides
internal technical articles

Assistant template

The Assistant template is designed for more general-purpose workflows.

This may include:

business assistance
general Q&A
internal knowledge support
flexible conversations

It works well for broader AI experiences.

Custom template

The Custom template allows you to configure your AI Agent manually.

This is useful if:

you want full control over instructions
your workflow is highly specific
default templates do not match your use case

Custom templates are commonly used for advanced workflows.

Customize templates later

After selecting a template, you can still customize:

AI instructions
AI settings
conversation starters
Human Handoff
Users Capture

Templates are starting points, not permanent limitations.

Choose the right template

The best template depends on:

your business type
customer workflows
support complexity
conversation goals

Many teams start with a default template and refine it over time.

PRO TIP:
Choose the template closest to your primary workflow first. It is usually easier to refine an existing setup than configure everything manually from scratch.

Next steps

","AI templates provide pre-configured behavior setups optimized for specific use cases such as:\n\n- customer support\n- sales\n- technical support\n- general assistance\n\nTemplates help businesses launch AI Agents faster without configuring everything manually from scratch.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/agent-behaviour-LvIPa6fVdHKUoJOQ3ApY8DJiwuDD6K.png)## Open the AI template selection\n\nWhen creating an AI Agent:\n\n1. Open your workspace\n2. Start creating a new AI Agent\n3. Review the available AI templates\n\nEach template is designed for a different support or business workflow.\n\n## Available AI templates\n\nAvailable templates may include:\n\n- Customer Support\n- Sales\n- Technical Support\n- Assistant\n- Custom\n\nEach template includes different default behavior and response styles.\n\n## Customer Support template\n\nThe **Customer Support** template is designed for:\n\n- handling support questions\n- troubleshooting\n- order assistance\n- customer communication\n\nThis template usually prioritizes:\n\n- clarity\n- consistency\n- helpful guidance\n\nIt works well for ecommerce stores and SaaS support teams.\n\n## Sales template\n\nThe **Sales** template is optimized for:\n\n- lead engagement\n- product recommendations\n- customer discovery\n- conversion-focused conversations\n\nThis workflow is commonly used for:\n\n- ecommerce storefronts\n- lead generation\n- product-focused support\n\n## Technical Support template\n\nThe **Technical Support** template is designed for:\n\n- troubleshooting\n- technical guidance\n- onboarding assistance\n- setup support\n\nThis template often performs best when connected to:\n\n- documentation websites\n- onboarding guides\n- internal technical articles\n\n## Assistant template\n\nThe **Assistant** template is designed for more general-purpose workflows.\n\nThis may include:\n\n- business assistance\n- general Q&A\n- internal knowledge support\n- flexible conversations\n\nIt works well for broader AI experiences.\n\n## Custom template\n\nThe **Custom** template allows you to configure your AI Agent manually.\n\nThis is useful if:\n\n- you want full control over instructions\n- your workflow is highly specific\n- default templates do not match your use case\n\nCustom templates are commonly used for advanced workflows.\n\n## Customize templates later\n\nAfter selecting a template, you can still customize:\n\n- AI instructions\n- AI settings\n- conversation starters\n- Human Handoff\n- Users Capture\n\nTemplates are starting points, not permanent limitations.\n\n## Choose the right template\n\nThe best template depends on:\n\n- your business type\n- customer workflows\n- support complexity\n- conversation goals\n\nMany teams start with a default template and refine it over time.\n\n

PRO TIP:
Choose the template closest to your primary workflow first. It is usually easier to refine an existing setup than configure everything manually from scratch.

\n\n\n## Next steps\n\n- [Choose the right AI model](https://help.mando.cx/articles/v5ae7m2g7s2o-choose-the-right-ai-model)\n- [Configure AI settings](https://help.mando.cx/articles/796k36dgd9up-configure-ai-settings)\n- [Configure conversation starters](https://help.mando.cx/articles/278w8ecsfryw-configure-conversation-starters)",{"_54":253,"_254":255},"doc","content",[256,264,298,303,310,319,324,351,356,362,367,405,410,416,428,459,464,488,493,499,508,539,544,568,574,582,612,617,641,647,656,661,692,697,703,712,717,741,746,752,757,795,800,806,811,842,847,864,870,912],{"_54":257,"_258":259,"_254":261},"paragraph","attrs",{"_260":-5},"textAlign",[262],{"_149":263,"_54":149},"AI templates provide pre-configured behavior setups optimized for specific use cases such as:",{"_54":265,"_258":266,"_254":268},"bulletList",{"_267":27},"tight",[269,277,284,291],{"_54":270,"_254":271},"listItem",[272],{"_54":257,"_258":273,"_254":274},{"_260":-5},[275],{"_149":276,"_54":149},"customer 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AI settings help you customize:

response behavior
creativity
token limits
AI-generated replies
support workflows

These settings affect how your AI Agent communicates with customers across your connected channels.

Open the AI settings

To configure AI settings:

Open your AI Agent workspace
Go to Settings
Open AI Model

Inside this section, you can manage the core AI behavior settings.

Configure Max Tokens

The Max Tokens setting controls how long AI responses can be.

Higher values usually allow:

longer answers
more detailed explanations
larger context handling

Lower values usually:

create shorter responses
improve response speed
reduce usage

Most support workflows work best with balanced response lengths.

Configure Creativity

The Creativity slider controls how predictable or creative the AI responses are.

Lower creativity:

more grounded responses
more consistent answers
safer support behavior

Higher creativity:

more conversational responses
more variation in wording
more flexible answers

For customer support workflows, lower creativity is usually recommended.

Choose the right balance

Different businesses may require different AI behavior.

For example:

ecommerce stores may prefer concise and fast answers
onboarding assistants may require more detailed explanations
sales assistants may use slightly more conversational responses

Testing different settings helps optimize the customer experience.

Use AI settings with your content

AI settings work together with:

synced websites
uploaded files
snippets
internal articles
custom instructions

The AI combines:

your knowledge sources
your instructions
your AI settings

to generate responses.

Test your AI behavior

After updating your settings:

Open the Playground
Start test conversations
Review response quality
Adjust settings if needed

Testing helps identify the best balance between:

response quality
speed
consistency

Improve settings over time

Most teams refine AI settings gradually based on:

customer conversations
support workflows
AI quality reviews
business requirements

Small adjustments can noticeably improve AI performance.

Best practices for AI settings

For most support workflows:

keep creativity relatively low
avoid extremely long responses
prioritize clarity and consistency
test common customer questions regularly

Reliable support experiences usually perform better than overly creative conversations.

PRO TIP:
Start with conservative AI settings first. After testing real customer conversations, you can gradually optimize for creativity or longer responses if needed.

Next steps

","AI settings help you customize:\n\n- response behavior\n- creativity\n- token limits\n- AI-generated replies\n- support workflows\n\nThese settings affect how your AI Agent communicates with customers across your connected channels.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ai-models-EqiJ77Bb4kPyBNteIoOMXhnS3FYR6F.png)## Open the AI settings\n\nTo configure AI settings:\n\n1. Open your AI Agent workspace\n2. Go to **Settings**\n3. Open **AI Model**\n\nInside this section, you can manage the core AI behavior settings.\n\n## Configure Max Tokens\n\nThe **Max Tokens** setting controls how long AI responses can be.\n\nHigher values usually allow:\n\n- longer answers\n- more detailed explanations\n- larger context handling\n\nLower values usually:\n\n- create shorter responses\n- improve response speed\n- reduce usage\n\nMost support workflows work best with balanced response lengths.\n\n## Configure Creativity\n\nThe **Creativity** slider controls how predictable or creative the AI responses are.\n\nLower creativity:\n\n- more grounded responses\n- more consistent answers\n- safer support behavior\n\nHigher creativity:\n\n- more conversational responses\n- more variation in wording\n- more flexible answers\n\nFor customer support workflows, lower creativity is usually recommended.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ai-model-selector-lP2S5FUJLQhy9itpQB27o5rcpADhfd.png)## Choose the right balance\n\nDifferent businesses may require different AI behavior.\n\nFor example:\n\n- ecommerce stores may prefer concise and fast answers\n- onboarding assistants may require more detailed explanations\n- sales assistants may use slightly more conversational responses\n\nTesting different settings helps optimize the customer experience.\n\n## Use AI settings with your content\n\nAI settings work together with:\n\n- synced websites\n- uploaded files\n- snippets\n- internal articles\n- custom instructions\n\nThe AI combines:\n\n- your knowledge sources\n- your instructions\n- your AI settings\n\nto generate responses.\n\n## Test your AI behavior\n\nAfter updating your settings:\n\n1. Open the **Playground**\n2. Start test conversations\n3. Review response quality\n4. Adjust settings if needed\n\nTesting helps identify the best balance between:\n\n- response quality\n- speed\n- consistency\n\n## Improve settings over time\n\nMost teams refine AI settings gradually based on:\n\n- customer conversations\n- support workflows\n- AI quality reviews\n- business requirements\n\nSmall adjustments can noticeably improve AI performance.\n\n## Best practices for AI settings\n\nFor most support workflows:\n\n- keep creativity relatively low\n- avoid extremely long responses\n- prioritize clarity and consistency\n- test common customer questions regularly\n\nReliable support experiences usually perform better than overly creative conversations.\n\n

PRO TIP:
Start with conservative AI settings first. After testing real customer conversations, you can gradually optimize for creativity or longer responses if needed.

\n\n\n## Next steps\n\n- [Choose the right AI model](https://help.mando.cx/articles/v5ae7m2g7s2o-choose-the-right-ai-model)\n- [Configure conversation starters](https://help.mando.cx/articles/278w8ecsfryw-configure-conversation-starters)\n- [Enable Human Handoff](https://help.mando.cx/articles/cla6eelzy9kp-enable-human-handoff)",{"_54":253,"_254":933},[934,939,977,982,986,992,997,1029,1034,1040,1050,1055,1079,1084,1108,1113,1119,1129,1134,1158,1163,1187,1192,1196,1202,1207,1212,1236,1241,1247,1252,1290,1295,1319,1324,1330,1335,1370,1375,1398,1404,1409,1439,1444,1450,1455,1486,1491,1503,1508,1540],{"_54":257,"_258":935,"_254":936},{"_260":-5},[937],{"_149":938,"_54":149},"AI settings help you customize:",{"_54":265,"_258":940,"_254":941},{"_267":27},[942,949,956,963,970],{"_54":270,"_254":943},[944],{"_54":257,"_258":945,"_254":946},{"_260":-5},[947],{"_149":948,"_54":149},"response 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After testing real customer conversations, you can gradually optimize for creativity or longer responses if needed.",{"_54":863},{"_54":311,"_258":1504,"_254":1506},{"_32":1505,"_314":315,"_260":-5},"f4224a83-d714-4af7-8c12-21ec974cb6b2",[1507],{"_149":869,"_54":149},{"_54":265,"_258":1509,"_254":1510},{"_267":27},[1511,1520,1529],{"_54":270,"_254":1512},[1513],{"_54":257,"_258":1514,"_254":1515},{"_260":-5},[1516],{"_149":879,"_54":149,"_422":1517},[1518],{"_54":76,"_258":1519},{"_883":884,"_885":886,"_887":-5,"_888":889},{"_54":270,"_254":1521},[1522],{"_54":257,"_258":1523,"_254":1524},{"_260":-5},[1525],{"_149":907,"_54":149,"_422":1526},[1527],{"_54":76,"_258":1528},{"_883":884,"_885":911,"_887":-5,"_888":889},{"_54":270,"_254":1530},[1531],{"_54":257,"_258":1532,"_254":1533},{"_260":-5},[1534],{"_149":1535,"_54":149,"_422":1536},"Enable Human Handoff",[1537],{"_54":76,"_258":1538},{"_883":884,"_885":1539,"_887":-5,"_888":889},"https://help.mando.cx/articles/cla6eelzy9kp-enable-human-handoff",{"_54":257,"_258":1541},{"_260":-5},{},[916,917,174,918,919,920,6],["D",1779676827083],"cd475bed2308b3f02996b90af15f466f1a07b8413a5eb0516dd0141741bf667a",{"_32":1547,"_34":1548,"_36":1549,"_38":39,"_5":6,"_40":33,"_41":1550,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":1551,"_49":50,"_51":50,"_52":53,"_54":247,"_56":1552,"_58":63,"_60":1553,"_62":1554,"_64":1555,"_65":1556,"_66":2099,"_68":69,"_70":69,"_71":-5,"_72":2100,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":2101,"_80":81,"_82":2102,"_83":-5},"cnt_01krxyz41qe4bavk6bh255rc01",["D",1779122016313],["D",1784446543585],"szn3xaldzggs",["D",1779122116326],"Configure Users Capture","Learn how to configure Users Capture and collect visitor information during AI conversations.","

Users Capture helps businesses collect customer details such as:

names
email addresses
phone numbers

This information can be used for:

support follow-ups
lead generation
human handoff
customer management

Open the Users Capture settings

To configure Users Capture:

Open your AI Agent workspace
Go to Settings
Open Users Capture

Inside this section, you can configure how and when customer information is collected.

Choose a capture mode

Mando AI supports different capture modes depending on your workflow.

Available options may include:

Disabled
Upon Human Handoff
Mandatory

Each mode changes when customer details are requested during conversations.

Disabled mode

When Disabled is selected:

the AI does not request customer information automatically
conversations remain anonymous unless users provide details manually

This works well for simple support experiences or public AI interactions.

Upon Human Handoff mode

When Upon Human Handoff is selected:

customer information is requested only before escalating to a human agent

This helps support teams collect contact details only when necessary.

This workflow is commonly used for:

support escalations
ticket creation
follow-up conversations

Mandatory mode

When Mandatory is selected:

users must provide their information before continuing the conversation

This is commonly used for:

lead generation
sales workflows
account-based support
business inquiries

Configure capture fields

Depending on your workflow, you may choose to collect:

name
email address
phone number

Only collect information that is necessary for your support or business process.

Use captured users inside the workspace

Captured user information can later be used inside:

Inbox
Tickets
AI conversations
support workflows

This helps teams manage customer interactions more effectively.

Balance friction and engagement

Different capture modes create different user experiences.

For example:

mandatory capture increases lead collection
optional capture reduces friction
handoff capture balances both workflows

Choose the setup that best matches your business goals.

Test the capture workflow

After configuring Users Capture:

Start a test conversation
Trigger the capture flow
Verify the requested fields
Confirm the user experience feels natural

Testing helps avoid unnecessary friction during real customer conversations.

PRO TIP:
Request customer information only when necessary. Lower friction usually improves conversation engagement and completion rates.

Next steps

","Users Capture helps businesses collect customer details such as:\n\n- names\n- email addresses\n- phone numbers\n\nThis information can be used for:\n\n- support follow-ups\n- lead generation\n- human handoff\n- customer management\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/user-capture-1Z9ajdLrClQ2s7TgPpKguexE4OTc3b.png)## Open the Users Capture settings\n\nTo configure Users Capture:\n\n1. Open your AI Agent workspace\n2. Go to **Settings**\n3. Open **Users Capture**\n\nInside this section, you can configure how and when customer information is collected.\n\n## Choose a capture mode\n\nMando AI supports different capture modes depending on your workflow.\n\nAvailable options may include:\n\n- Disabled\n- Upon Human Handoff\n- Mandatory\n\nEach mode changes when customer details are requested during conversations.\n\n## Disabled mode\n\nWhen **Disabled** is selected:\n\n- the AI does not request customer information automatically\n- conversations remain anonymous unless users provide details manually\n\nThis works well for simple support experiences or public AI interactions.\n\n## Upon Human Handoff mode\n\nWhen **Upon Human Handoff** is selected:\n\n- customer information is requested only before escalating to a human agent\n\nThis helps support teams collect contact details only when necessary.\n\nThis workflow is commonly used for:\n\n- support escalations\n- ticket creation\n- follow-up conversations\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/upon-handoff-lsJXiUiYxGEc2RoURAD3BXgIIMYd5v.png)## Mandatory mode\n\nWhen **Mandatory** is selected:\n\n- users must provide their information before continuing the conversation\n\nThis is commonly used for:\n\n- lead generation\n- sales workflows\n- account-based support\n- business inquiries\n\n## Configure capture fields\n\nDepending on your workflow, you may choose to collect:\n\n- name\n- email address\n- phone number\n\nOnly collect information that is necessary for your support or business process.\n\n## Use captured users inside the workspace\n\nCaptured user information can later be used inside:\n\n- Inbox\n- Tickets\n- AI conversations\n- support workflows\n\nThis helps teams manage customer interactions more effectively.\n\n## Balance friction and engagement\n\nDifferent capture modes create different user experiences.\n\nFor example:\n\n- mandatory capture increases lead collection\n- optional capture reduces friction\n- handoff capture balances both workflows\n\nChoose the setup that best matches your business goals.\n\n## Test the capture workflow\n\nAfter configuring Users Capture:\n\n1. Start a test conversation\n2. Trigger the capture flow\n3. Verify the requested fields\n4. Confirm the user experience feels natural\n\nTesting helps avoid unnecessary friction during real customer conversations.\n\n

PRO TIP:
Request customer information only when necessary. Lower friction usually improves conversation engagement and completion rates.

\n\n\n## Next steps\n\n- [Configure AI settings](https://help.mando.cx/articles/796k36dgd9up-configure-ai-settings)\n- [Enable Human Handoff](https://help.mando.cx/articles/cla6eelzy9kp-enable-human-handoff)\n- [Configure conversation starters](https://help.mando.cx/articles/m66dnp8f3xb8-understand-conversation-details)",{"_54":253,"_254":1557},[1558,1563,1587,1592,1622,1626,1632,1637,1664,1669,1675,1680,1685,1709,1714,1720,1730,1747,1752,1758,1766,1776,1781,1785,1809,1813,1819,1827,1837,1842,1872,1878,1883,1907,1912,1918,1923,1953,1958,1964,1969,1973,1997,2002,2008,2013,2044,2049,2061,2066,2097],{"_54":257,"_258":1559,"_254":1560},{"_260":-5},[1561],{"_149":1562,"_54":149},"Users Capture helps businesses collect customer details such 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workflow",{"_54":257,"_258":2009,"_254":2010},{"_260":-5},[2011],{"_149":2012,"_54":149},"After configuring Users Capture:",{"_54":325,"_258":2014,"_254":2015},{"_54":-5,"_327":328,"_267":27},[2016,2023,2030,2037],{"_54":270,"_254":2017},[2018],{"_54":257,"_258":2019,"_254":2020},{"_260":-5},[2021],{"_149":2022,"_54":149},"Start a test conversation",{"_54":270,"_254":2024},[2025],{"_54":257,"_258":2026,"_254":2027},{"_260":-5},[2028],{"_149":2029,"_54":149},"Trigger the capture flow",{"_54":270,"_254":2031},[2032],{"_54":257,"_258":2033,"_254":2034},{"_260":-5},[2035],{"_149":2036,"_54":149},"Verify the requested fields",{"_54":270,"_254":2038},[2039],{"_54":257,"_258":2040,"_254":2041},{"_260":-5},[2042],{"_149":2043,"_54":149},"Confirm the user experience feels natural",{"_54":257,"_258":2045,"_254":2046},{"_260":-5},[2047],{"_149":2048,"_54":149},"Testing helps avoid unnecessary friction during real customer 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Lower friction usually improves conversation engagement and completion rates.",{"_54":863},{"_54":311,"_258":2062,"_254":2064},{"_32":2063,"_314":315,"_260":-5},"8cf83093-59e8-4b6b-b4f5-52602ecb1150",[2065],{"_149":869,"_54":149},{"_54":265,"_258":2067,"_254":2068},{"_267":27},[2069,2078,2087],{"_54":270,"_254":2070},[2071],{"_54":257,"_258":2072,"_254":2073},{"_260":-5},[2074],{"_149":896,"_54":149,"_422":2075},[2076],{"_54":76,"_258":2077},{"_883":884,"_885":900,"_887":-5,"_888":889},{"_54":270,"_254":2079},[2080],{"_54":257,"_258":2081,"_254":2082},{"_260":-5},[2083],{"_149":1535,"_54":149,"_422":2084},[2085],{"_54":76,"_258":2086},{"_883":884,"_885":1539,"_887":-5,"_888":889},{"_54":270,"_254":2088},[2089],{"_54":257,"_258":2090,"_254":2091},{"_260":-5},[2092],{"_149":907,"_54":149,"_422":2093},[2094],{"_54":76,"_258":2095},{"_883":884,"_885":2096,"_887":-5,"_888":889},"https://help.mando.cx/articles/m66dnp8f3xb8-understand-conversation-details",{"_54":257,"_258":2098},{"_260":-5},{},[916,917,174,918,919,920,6],["D",1779676827892],"5293e7698d071f5f5971c75aaca7fdefc838db53686df98743cd5862d6243994",{"_32":2104,"_34":2105,"_36":2106,"_38":39,"_5":6,"_40":33,"_41":2107,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":2108,"_49":50,"_51":50,"_52":53,"_54":247,"_56":1535,"_58":63,"_60":2109,"_62":2110,"_64":2111,"_65":2112,"_66":2618,"_68":69,"_70":69,"_71":-5,"_72":2619,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":2620,"_80":81,"_82":2621,"_83":-5},"cnt_01krxyp4n0few8p00p24bnq5pt",["D",1779121722047],["D",1784446543585],"cla6eelzy9kp",["D",1779121903443],"Learn how to enable Human Handoff and allow conversations to move from AI support to human agents when needed.","

Human Handoff helps teams handle:

complex support issues
sensitive conversations
billing problems
advanced troubleshooting
customer escalations

This creates a hybrid workflow where AI handles repetitive questions while humans manage more advanced cases.

Open the Human Handoff settings

To configure Human Handoff:

Open your AI Agent workspace
Go to Settings
Open Human Handoff

Inside this section, you can configure how conversations move from AI to human support.

Enable Human Handoff

To activate Human Handoff:

Enable the Human Handoff toggle
Save your changes

Once enabled, your AI Agent can escalate conversations when needed.

Choose who receives conversations

You can configure who receives escalated conversations.

Available routing options may include:

AI
Human

This controls how conversations are transferred after escalation is triggered.

Configure the confirmation message

The Confirmation Message is shown to users when the handoff starts.

Example:
“Your message has been forwarded to a human assistant. They will respond shortly.”

This helps set expectations clearly for customers.

Configure stalling time

The Stalling Time setting controls how long Mando AI waits before informing users that no human agent is currently available.

This helps manage customer expectations during support escalation.

Configure voice timeout

For voice workflows, you can configure the Voice Ring Timeout setting.

This controls how long the system waits for a human agent to answer before ending or returning the conversation to the AI.

Use Human Handoff with conversations

Human Handoff works together with:

Inbox
Tickets
AI conversations
support workflows

Escalated conversations can later be:

assigned to teammates
tracked in the inbox
reviewed by support teams

Common Human Handoff use cases

Businesses often use Human Handoff for:

refund requests
billing issues
delivery problems
account access issues
sensitive customer situations

This helps maintain a better support experience for complex cases.

Test your escalation workflow

After enabling Human Handoff:

Start a test conversation
Trigger an escalation scenario
Verify the confirmation message
Check the conversation inside the Inbox

Testing helps ensure the workflow behaves correctly before going live.

Balance AI and human support

Most teams use Human Handoff to:

reduce repetitive work
improve support speed
keep humans focused on advanced cases

AI and human agents usually work best together instead of replacing each other completely.

PRO TIP:
Use Human Handoff for edge cases and complex support requests only. Let the AI continue handling repetitive questions automatically whenever possible.

Next steps

","Human Handoff helps teams handle:\n\n- complex support issues\n- sensitive conversations\n- billing problems\n- advanced troubleshooting\n- customer escalations\n\nThis creates a hybrid workflow where AI handles repetitive questions while humans manage more advanced cases.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/human-handoff-iqTf1tx1G0uh2yb9owognxCnIWqWiH.png)## Open the Human Handoff settings\n\nTo configure Human Handoff:\n\n1. Open your AI Agent workspace\n2. Go to **Settings**\n3. Open **Human Handoff**\n\nInside this section, you can configure how conversations move from AI to human support.\n\n## Enable Human Handoff\n\nTo activate Human Handoff:\n\n1. Enable the **Human Handoff** toggle\n2. Save your changes\n\nOnce enabled, your AI Agent can escalate conversations when needed.\n\n## Choose who receives conversations\n\nYou can configure who receives escalated conversations.\n\nAvailable routing options may include:\n\n- AI\n- Human\n\nThis controls how conversations are transferred after escalation is triggered.\n\n## Configure the confirmation message\n\nThe **Confirmation Message** is shown to users when the handoff starts.\n\nExample:\\\n“Your message has been forwarded to a human assistant. They will respond shortly.”\n\nThis helps set expectations clearly for customers.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/confirmation-message-Oy80NE3jZ18NIUPzNw7WV4vC5o20M7.png)## Configure stalling time\n\nThe **Stalling Time** setting controls how long Mando AI waits before informing users that no human agent is currently available.\n\nThis helps manage customer expectations during support escalation.\n\n## Configure voice timeout\n\nFor voice workflows, you can configure the **Voice Ring Timeout** setting.\n\nThis controls how long the system waits for a human agent to answer before ending or returning the conversation to the AI.\n\n## Use Human Handoff with conversations\n\nHuman Handoff works together with:\n\n- Inbox\n- Tickets\n- AI conversations\n- support workflows\n\nEscalated conversations can later be:\n\n- assigned to teammates\n- tracked in the inbox\n- reviewed by support teams\n\n## Common Human Handoff use cases\n\nBusinesses often use Human Handoff for:\n\n- refund requests\n- billing issues\n- delivery problems\n- account access issues\n- sensitive customer situations\n\nThis helps maintain a better support experience for complex cases.\n\n## Test your escalation workflow\n\nAfter enabling Human Handoff:\n\n1. Start a test conversation\n2. Trigger an escalation scenario\n3. Verify the confirmation message\n4. Check the conversation inside the Inbox\n\nTesting helps ensure the workflow behaves correctly before going live.\n\n## Balance AI and human support\n\nMost teams use Human Handoff to:\n\n- reduce repetitive work\n- improve support speed\n- keep humans focused on advanced cases\n\nAI and human agents usually work best together instead of replacing each other completely.\n\n

PRO TIP:
Use Human Handoff for edge cases and complex support requests only. Let the AI continue handling repetitive questions automatically whenever possible.

\n\n\n## Next steps\n\n- [Configure Users Capture](https://help.mando.cx/articles/szn3xaldzggs-configure-users-capture)\n- [Configure AI settings](https://help.mando.cx/articles/796k36dgd9up-configure-ai-settings)\n- [Understand Conversation Details](https://help.mando.cx/articles/m66dnp8f3xb8-understand-conversation-details)",{"_54":253,"_254":2113},[2114,2119,2157,2162,2166,2172,2177,2204,2209,2214,2219,2241,2246,2252,2257,2262,2279,2284,2290,2300,2308,2313,2317,2323,2333,2338,2344,2355,2360,2366,2371,2398,2403,2427,2433,2438,2476,2481,2487,2492,2522,2527,2533,2538,2562,2567,2579,2584,2616],{"_54":257,"_258":2115,"_254":2116},{"_260":-5},[2117],{"_149":2118,"_54":149},"Human Handoff helps teams handle:",{"_54":265,"_258":2120,"_254":2121},{"_267":27},[2122,2129,2136,2143,2150],{"_54":270,"_254":2123},[2124],{"_54":257,"_258":2125,"_254":2126},{"_260":-5},[2127],{"_149":2128,"_54":149},"complex support 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routing options may include:",{"_54":265,"_258":2263,"_254":2264},{"_267":27},[2265,2272],{"_54":270,"_254":2266},[2267],{"_54":257,"_258":2268,"_254":2269},{"_260":-5},[2270],{"_149":2271,"_54":149},"AI",{"_54":270,"_254":2273},[2274],{"_54":257,"_258":2275,"_254":2276},{"_260":-5},[2277],{"_149":2278,"_54":149},"Human",{"_54":257,"_258":2280,"_254":2281},{"_260":-5},[2282],{"_149":2283,"_54":149},"This controls how conversations are transferred after escalation is triggered.",{"_54":311,"_258":2285,"_254":2287},{"_32":2286,"_314":315,"_260":-5},"da1c9448-5602-43a4-baf6-5eb7fafd692f",[2288],{"_149":2289,"_54":149},"Configure the confirmation message",{"_54":257,"_258":2291,"_254":2292},{"_260":-5},[2293,2294,2298],{"_149":420,"_54":149},{"_149":2295,"_54":149,"_422":2296},"Confirmation Message",[2297],{"_54":425},{"_149":2299,"_54":149}," is shown to users when the handoff 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They will respond shortly.”",{"_54":257,"_258":2309,"_254":2310},{"_260":-5},[2311],{"_149":2312,"_54":149},"This helps set expectations clearly for customers.",{"_54":204,"_258":2314},{"_305":-5,"_306":2315,"_56":-5,"_308":2316},"https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/confirmation-message-Oy80NE3jZ18NIUPzNw7WV4vC5o20M7.png","ast_01krxyvb3tfqf8p1p4bdmaesax",{"_54":311,"_258":2318,"_254":2320},{"_32":2319,"_314":315,"_260":-5},"30710871-2b79-475a-abb8-33b509f7c543",[2321],{"_149":2322,"_54":149},"Configure stalling time",{"_54":257,"_258":2324,"_254":2325},{"_260":-5},[2326,2327,2331],{"_149":420,"_54":149},{"_149":2328,"_54":149,"_422":2329},"Stalling Time",[2330],{"_54":425},{"_149":2332,"_54":149}," setting controls how long Mando AI waits before informing users that no human agent is currently available.",{"_54":257,"_258":2334,"_254":2335},{"_260":-5},[2336],{"_149":2337,"_54":149},"This helps manage customer expectations during 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Handoff:",{"_54":325,"_258":2493,"_254":2494},{"_54":-5,"_327":328,"_267":27},[2495,2501,2508,2515],{"_54":270,"_254":2496},[2497],{"_54":257,"_258":2498,"_254":2499},{"_260":-5},[2500],{"_149":2022,"_54":149},{"_54":270,"_254":2502},[2503],{"_54":257,"_258":2504,"_254":2505},{"_260":-5},[2506],{"_149":2507,"_54":149},"Trigger an escalation scenario",{"_54":270,"_254":2509},[2510],{"_54":257,"_258":2511,"_254":2512},{"_260":-5},[2513],{"_149":2514,"_54":149},"Verify the confirmation message",{"_54":270,"_254":2516},[2517],{"_54":257,"_258":2518,"_254":2519},{"_260":-5},[2520],{"_149":2521,"_54":149},"Check the conversation inside the Inbox",{"_54":257,"_258":2523,"_254":2524},{"_260":-5},[2525],{"_149":2526,"_54":149},"Testing helps ensure the workflow behaves correctly before going live.",{"_54":311,"_258":2528,"_254":2530},{"_32":2529,"_314":315,"_260":-5},"8aabd4e1-ca5f-414f-a485-d9b35d24765c",[2531],{"_149":2532,"_54":149},"Balance AI and human support",{"_54":257,"_258":2534,"_254":2535},{"_260":-5},[2536],{"_149":2537,"_54":149},"Most teams use Human Handoff to:",{"_54":265,"_258":2539,"_254":2540},{"_267":27},[2541,2548,2555],{"_54":270,"_254":2542},[2543],{"_54":257,"_258":2544,"_254":2545},{"_260":-5},[2546],{"_149":2547,"_54":149},"reduce repetitive work",{"_54":270,"_254":2549},[2550],{"_54":257,"_258":2551,"_254":2552},{"_260":-5},[2553],{"_149":2554,"_54":149},"improve support speed",{"_54":270,"_254":2556},[2557],{"_54":257,"_258":2558,"_254":2559},{"_260":-5},[2560],{"_149":2561,"_54":149},"keep humans focused on advanced cases",{"_54":257,"_258":2563,"_254":2564},{"_260":-5},[2565],{"_149":2566,"_54":149},"AI and human agents usually work best together instead of replacing each other completely.",{"_54":848,"_254":2568},[2569,2578],{"_54":851,"_254":2570},[2571],{"_54":257,"_258":2572,"_254":2573},{"_260":-5},[2574,2575,2576],{"_149":857,"_54":149},{"_54":859},{"_149":2577,"_54":149},"Use Human Handoff for edge cases and complex support requests only. Let the AI continue handling repetitive questions automatically whenever possible.",{"_54":863},{"_54":311,"_258":2580,"_254":2582},{"_32":2581,"_314":315,"_260":-5},"19b89525-d83b-4303-b290-9cddcfd483a6",[2583],{"_149":869,"_54":149},{"_54":265,"_258":2585,"_254":2586},{"_267":27},[2587,2597,2606],{"_54":270,"_254":2588},[2589],{"_54":257,"_258":2590,"_254":2591},{"_260":-5},[2592],{"_149":1552,"_54":149,"_422":2593},[2594],{"_54":76,"_258":2595},{"_883":884,"_885":2596,"_887":-5,"_888":889},"https://help.mando.cx/articles/szn3xaldzggs-configure-users-capture",{"_54":270,"_254":2598},[2599],{"_54":257,"_258":2600,"_254":2601},{"_260":-5},[2602],{"_149":896,"_54":149,"_422":2603},[2604],{"_54":76,"_258":2605},{"_883":884,"_885":900,"_887":-5,"_888":889},{"_54":270,"_254":2607},[2608],{"_54":257,"_258":2609,"_254":2610},{"_260":-5},[2611],{"_149":2612,"_54":149,"_422":2613},"Understand Conversation Details",[2614],{"_54":76,"_258":2615},{"_883":884,"_885":2096,"_887":-5,"_888":889},{"_54":257,"_258":2617},{"_260":-5},{},[916,917,174,918,919,920,6],["D",1779676827083],"4790365fb74d1463a3cb9b9c3af5f52f0430ae928c521e227b57d2446f55cfbb",{"_32":2623,"_34":2624,"_36":2625,"_38":39,"_5":6,"_40":33,"_41":2626,"_43":-5,"_44":9,"_45":-5,"_46":47,"_48":2627,"_49":50,"_51":50,"_52":53,"_54":247,"_56":907,"_58":63,"_60":2628,"_62":2629,"_64":2630,"_65":2631,"_66":3261,"_68":69,"_70":69,"_71":-5,"_72":3262,"_74":27,"_75":27,"_76":-5,"_77":-5,"_78":-5,"_79":3263,"_80":81,"_82":3264,"_83":-5},"cnt_01krxydmvke4bavjsn8a7fzhp4",["D",1779121443701],["D",1784446543585],"278w8ecsfryw",["D",1779121701361],"Learn how to configure conversation starters and guide visitors into more structured and useful conversations.","

Conversation starters help users begin conversations quickly by showing:

suggested prompts
onboarding messages
guided entry points
contextual support options

These starters can improve:

engagement
lead collection
support workflows
ecommerce assistance

Open the conversation starter settings

To configure conversation starters:

Open your AI Agent workspace
Go to the Playground
Open the Configure step
Scroll to the conversation starter section

Inside this section, you can manage:

Smart Conversation Starter
fallback tooltips
AI-generated prompts

Use Smart Conversation Starter

The Smart Conversation Starter feature allows Mando AI to generate contextual prompts automatically based on the page content.

For example:

ecommerce product pages may trigger product-related prompts
support pages may suggest troubleshooting help
onboarding pages may suggest setup assistance

This helps create more relevant conversations automatically.

Configure fallback tooltips

If Smart Conversation Starter is disabled or unavailable, Mando AI can display fallback tooltips.

You can configure:

Tooltip 1
Tooltip 2
Tooltip 3
Tooltip 4

Examples:

“Need help choosing the right product?”
“Do you have any shipping questions?”
“Need help getting started?”

Short prompts usually perform better.

Use conversation starters for ecommerce

Conversation starters are especially useful for ecommerce workflows.

Common examples include:

product recommendations
sizing assistance
delivery questions
return policy guidance
checkout support

This helps visitors engage with your AI Agent faster.

Use conversation starters for SaaS onboarding

SaaS teams often use starters for:

onboarding guidance
feature explanations
setup assistance
documentation help

Examples:

“How do I connect my website?”
“How do I install the widget?”
“Where do I upload files?”

Test your conversation starters

After updating your starters:

Open the widget preview
Test different pages and flows
Review how prompts appear
Verify the wording feels natural

Testing helps improve engagement quality.

Keep prompts short and actionable

Good conversation starters are:

short
clear
conversational
action-oriented

Avoid:

long explanations
vague wording
overly technical prompts

Update starters over time

As your workflows evolve, you can:

add new prompts
improve messaging
optimize engagement
adjust based on user behavior

Conversation starters often improve over time through testing and iteration.

PRO TIP:
Conversation starters work best when they help users take immediate action instead of asking broad or generic questions.

Next steps

","Conversation starters help users begin conversations quickly by showing:\n\n- suggested prompts\n- onboarding messages\n- guided entry points\n- contextual support options\n\nThese starters can improve:\n\n- engagement\n- lead collection\n- support workflows\n- ecommerce assistance\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/conversation-starter-vADeP32Hj5nwbJKP0pTDVzLfm5847Z.png)## Open the conversation starter settings\n\nTo configure conversation starters:\n\n1. Open your AI Agent workspace\n2. Go to the **Playground**\n3. Open the **Configure** step\n4. Scroll to the conversation starter section\n\nInside this section, you can manage:\n\n- Smart Conversation Starter\n- fallback tooltips\n- AI-generated prompts\n\n## Use Smart Conversation Starter\n\nThe **Smart Conversation Starter** feature allows Mando AI to generate contextual prompts automatically based on the page content.\n\nFor example:\n\n- ecommerce product pages may trigger product-related prompts\n- support pages may suggest troubleshooting help\n- onboarding pages may suggest setup assistance\n\nThis helps create more relevant conversations automatically.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/activated-conversation-starter-pQrjB5D78rij4s50wBwGHu002TxJl4.png)## Configure fallback tooltips\n\nIf Smart Conversation Starter is disabled or unavailable, Mando AI can display fallback tooltips.\n\nYou can configure:\n\n- Tooltip 1\n- Tooltip 2\n- Tooltip 3\n- Tooltip 4\n\nExamples:\n\n- “Need help choosing the right product?”\n- “Do you have any shipping questions?”\n- “Need help getting started?”\n\nShort prompts usually perform better.\n\n## Use conversation starters for ecommerce\n\nConversation starters are especially useful for ecommerce workflows.\n\nCommon examples include:\n\n- product recommendations\n- sizing assistance\n- delivery questions\n- return policy guidance\n- checkout support\n\nThis helps visitors engage with your AI Agent faster.\n\n## Use conversation starters for SaaS onboarding\n\nSaaS teams often use starters for:\n\n- onboarding guidance\n- feature explanations\n- setup assistance\n- documentation help\n\nExamples:\n\n- “How do I connect my website?”\n- “How do I install the widget?”\n- “Where do I upload files?”\n\n## Test your conversation starters\n\nAfter updating your starters:\n\n1. Open the widget preview\n2. Test different pages and flows\n3. Review how prompts appear\n4. Verify the wording feels natural\n\nTesting helps improve engagement quality.\n\n## Keep prompts short and actionable\n\nGood conversation starters are:\n\n- short\n- clear\n- conversational\n- action-oriented\n\nAvoid:\n\n- long explanations\n- vague wording\n- overly technical prompts\n\n## Update starters over time\n\nAs your workflows evolve, you can:\n\n- add new prompts\n- improve messaging\n- optimize engagement\n- adjust based on user behavior\n\nConversation starters often improve over time through testing and iteration.\n\n

PRO TIP:
Conversation starters work best when they help users take immediate action instead of asking broad or generic questions.

\n\n\n## Next steps\n\n- [Enable Human Handoff](https://help.mando.cx/articles/cla6eelzy9kp-enable-human-handoff)\n- [Configure AI settings](https://help.mando.cx/articles/796k36dgd9up-configure-ai-settings)\n- [Configure Users Capture](https://help.mando.cx/articles/szn3xaldzggs-configure-users-capture)",{"_54":253,"_254":2632},[2633,2638,2669,2674,2704,2708,2714,2719,2757,2762,2786,2792,2801,2805,2829,2834,2838,2844,2849,2854,2885,2890,2914,2919,2925,2930,2935,2972,2977,2983,2988,3019,3023,3047,3053,3058,3089,3094,3100,3105,3136,3141,3165,3171,3176,3207,3212,3224,3229,3259],{"_54":257,"_258":2634,"_254":2635},{"_260":-5},[2636],{"_149":2637,"_54":149},"Conversation starters help users begin conversations quickly by showing:",{"_54":265,"_258":2639,"_254":2640},{"_267":27},[2641,2648,2655,2662],{"_54":270,"_254":2642},[2643],{"_54":257,"_258":2644,"_254":2645},{"_260":-5},[2646],{"_149":2647,"_54":149},"suggested 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how to choose the best AI model for your AI Agent depending on your support workflow, response quality, and usage requirements.","

Different AI models offer different strengths in:

response quality
reasoning
speed
creativity
cost efficiency

Choosing the right model helps balance AI performance and workspace usage.

Open the AI model settings

To configure your AI model:

Open your AI Agent workspace
Go to Settings
Open AI Model

Inside this section, you can manage:

AI model selection
creativity level
token limits
AI behavior settings

Choose an AI model

Inside the AI Model dropdown, select the model you want your AI Agent to use.

Different models may vary in:

reasoning quality
response speed
token limits
cost per request

Some models are optimized for:

customer support
fast responses
complex reasoning
longer conversations

Understand token limits

The Max Tokens setting controls how long AI responses can be.

Higher token limits allow:

longer answers
more detailed explanations
larger context windows

Lower token limits usually:

reduce usage
improve response speed
keep replies shorter

Adjust creativity

The Creativity slider controls how predictable or creative the AI responses are.

Lower creativity:

more grounded answers
more consistent replies
safer support behavior

Higher creativity:

more flexible responses
more conversational tone
more variation in wording

For most support workflows, lower creativity usually works best.

Use AI models with instructions

AI models work together with:

custom instructions
synced knowledge
snippets
internal articles
website content

The model generates responses using both:

your connected knowledge
your configured AI behavior

Test your model selection

After changing models:

Open the Playground
Ask realistic customer questions
Compare response quality
Review tone and accuracy

Testing helps identify which model works best for your workflow.

When should you change models?

Many teams switch models when they:

need faster replies
want better reasoning
support larger conversations
optimize usage costs
improve multilingual performance

Different workflows may require different AI behavior.

Best practices for model selection

For most support workflows:

use lower creativity
keep responses concise
test real customer questions
compare results before scaling

The best model usually depends on your:

support volume
business complexity
customer expectations

PRO TIP:
Start with a balanced support-focused model first. Test performance using real customer conversations before optimizing for speed or creativity.

Next steps

","Different AI models offer different strengths in:\n\n- response quality\n- reasoning\n- speed\n- creativity\n- cost efficiency\n\nChoosing the right model helps balance AI performance and workspace usage.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/ai-model-selector-j0fZ00EUnwOimrJ02Tlb2q7GGmZ6Lz.png)## Open the AI model settings\n\nTo configure your AI model:\n\n1. Open your AI Agent workspace\n2. Go to **Settings**\n3. Open **AI Model**\n\nInside this section, you can manage:\n\n- AI model selection\n- creativity level\n- token limits\n- AI behavior settings\n\n## Choose an AI model\n\nInside the **AI Model** dropdown, select the model you want your AI Agent to use.\n\nDifferent models may vary in:\n\n- reasoning quality\n- response speed\n- token limits\n- cost per request\n\nSome models are optimized for:\n\n- customer support\n- fast responses\n- complex reasoning\n- longer conversations\n\n## Understand token limits\n\nThe **Max Tokens** setting controls how long AI responses can be.\n\nHigher token limits allow:\n\n- longer answers\n- more detailed explanations\n- larger context windows\n\nLower token limits usually:\n\n- reduce usage\n- improve response speed\n- keep replies shorter\n\n## Adjust creativity\n\nThe **Creativity** slider controls how predictable or creative the AI responses are.\n\nLower creativity:\n\n- more grounded answers\n- more consistent replies\n- safer support behavior\n\nHigher creativity:\n\n- more flexible responses\n- more conversational tone\n- more variation in wording\n\nFor most support workflows, lower creativity usually works best.\n\n![](https://xfwuqhn32ahfpsxo.public.blob.vercel-storage.com/org_2xj1unrMw4nPWPSyVwfzLvkXyU7/tokens-TB3fXLcpcceJuaIqfKNmR441gBHVld.png)## Use AI models with instructions\n\nAI models work together with:\n\n- custom instructions\n- synced knowledge\n- snippets\n- internal articles\n- website content\n\nThe model generates responses using both:\n\n- your connected knowledge\n- your configured AI behavior\n\n## Test your model selection\n\nAfter changing models:\n\n1. Open the **Playground**\n2. Ask realistic customer questions\n3. Compare response quality\n4. Review tone and accuracy\n\nTesting helps identify which model works best for your workflow.\n\n## When should you change models?\n\nMany teams switch models when they:\n\n- need faster replies\n- want better reasoning\n- support larger conversations\n- optimize usage costs\n- improve multilingual performance\n\nDifferent workflows may require different AI behavior.\n\n## Best practices for model selection\n\nFor most support workflows:\n\n- use lower creativity\n- keep responses concise\n- test real customer questions\n- compare results before scaling\n\nThe best model usually depends on your:\n\n- support volume\n- business complexity\n- customer expectations\n\n

PRO TIP:
Start with a balanced support-focused model first. Test performance using real customer conversations before optimizing for speed or creativity.

\n\n\n## Next steps\n\n- [Configure AI settings](https://help.mando.cx/articles/796k36dgd9up-configure-ai-settings)\n- [Configure conversation starters](https://help.mando.cx/articles/278w8ecsfryw-configure-conversation-starters)\n- [Enable Human Handoff](https://help.mando.cx/articles/cla6eelzy9kp-enable-human-handoff)",{"_54":253,"_254":3275},[3276,3281,3316,3321,3325,3331,3336,3363,3367,3397,3403,3413,3418,3448,3453,3483,3489,3497,3502,3524,3529,3551,3557,3565,3569,3592,3596,3619,3624,3628,3634,3639,3674,3679,3696,3702,3707,3740,3745,3751,3756,3794,3799,3805,3809,3840,3845,3869,3881,3886,3916],{"_54":257,"_258":3277,"_254":3278},{"_260":-5},[3279],{"_149":3280,"_54":149},"Different AI models offer different strengths 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