Activity Log
A complete audit trail of who did what across your workspace ā assignments, status changes, role changes, ticket conversions, and settings updates ā so teams can review actions for compliance and accountability.
AI Assistant
The AI Assistant is one of Mando's five Workspace apps, enabling the creation of a conversational AI chatbot for various use cases. This RAG system offers quick deployment, with many use cases such as granting employees instant access to documents and knowledge, or allowing monetization through an interactive chatbot.
AI Chat Summaries
Automatically generates summaries of customer conversations. Includes key details like tone analysis and frustration scores to help support teams understand interactions at a glance.
AI Customer Service
An All in one AI-powered app that provides instant customer support, escalate complex queries to human agents, and is deployable on multiple channels.
AI Editor (Help Centre & Newsroom)
An easy-to-use tool for generating high-quality articles, FAQs, and AI-generated images.
AI Page
A fully branded, full-page conversational AI experience hosted on your own domain. It carries its own home dashboard, quick prompts, lead capture, and analytics ā ideal for product Q&A, documentation chat, or a public-facing knowledge agent.
AI Search
Semantic search powered by embeddings and vector retrieval. Surfaces the most relevant articles and pages even when the user's wording doesn't match the source content exactly.
Analytics
Each of Mando's apps comes with its analytics dashboard. It provides detailed insights on various data relevant to each app.
Articles
Mando supports different types of articles that serve specific purposes and audiences. They can be integrated directly with AI Chatbots like the Customer Service Agent and AI Assistant or used externally in public-facing platforms.
Types of Articles:
Public Articles: Create public content in your Help Centre and Newsroom, and seamlessly sync it with your preferred AI agents. These articles are publicly accessible, often providing support documentation, FAQs, and product updates for external audiences.
Internal Articles: Create private knowledge articles and sync them with any or all of your AI applications.
Article Reactions
At the bottom of each Help Center article, users can leave one of three reactions to indicate if the content was helpful, if enabled. These reactions help assess content performance.
Auto-Close Inactive Chats
Automatically closes conversations after a configurable period of inactivity, keeping your inbox focused on active work.
Bulk Actions (Tickets)
Select multiple tickets at once to update status, assign owners, change priority, add tags, or delete in a single action.
Channels
The mediums through which your customers reach you. Mando supports the Web Widget, Email, WhatsApp, Instagram DMs, Facebook Messenger, and Voice (Phone) ā all unified in a single Inbox.
Collection
A Collection is a group of articles displayed on your public Help. Collections help organise content by topic or category, making it easier for users to browse and find what they need.
Custom Domain
Hosts your Help Centre, AI Assistants and Newsroom on your own domain. Maintains consistent branding and delivers a seamless user experience.
Customer Pulse
A lightweight workspace satisfaction subscription that periodically surveys your customers and tracks sentiment over time.
Email Channel
Connect any inbox ā your own domain or a Mando-provided forwarding address ā to manage all incoming customer email inside the Mando Inbox, with full reply, threading, and SPF/DKIM/DMARC setup support.
Facebook Messenger Integration
Connect your Facebook Page to Mando to receive, reply to, and resolve Messenger DMs directly from the Inbox ā with full AI auto-reply support.
Help Centre
A self-service support platform powered by AI. Includes an AI Editor, Advanced AI Search, analytics, and feedback tools to help users find answers quickly and reduce the need for live support.
Human Escalation
Allows the AI to hand over conversations to human agents when complex issues arise. Sends email alerts if no agents are immediately available.
Inbox
In Mando, the Inbox is where conversations with customers are managed by your team.
ā¢ Team members with the right permissions can assign conversations to themselves or other teammates, making collaboration easier.
ā¢ The Team Inbox lives in the Conversations section of the app.
ā¢ It helps teams track, organise, and respond to all customer interactions in one place; whether they come from chat, email, or other channels.
This centralised workflow improves efficiency, ensuring no conversation is missed and everyone stays aligned.
Instagram DM Integration
Receive and reply to Instagram Direct Messages from your Business account inside the Mando Inbox, with the AI Customer Service agent handling first-line responses.
Lead Capture & CRM Sync
Collects user data from AI chats and syncs it directly to your CRM. Helps businesses manage leads more effectively and personalise future interactions.
LLM Selection
Mando gives businesses the option to choose their AI language model provider (e.g., OpenAI, Google Gemini, Anthropic). Offers flexibility in AI capabilities and costs.
Member Capabilities
A per-member, per-app permission matrix that controls who can access which Workspace app and what they can do inside it. Works alongside Roles for fine-grained control.
Mobile Agent App
A native mobile app for support agents ā answer chats, manage tickets, and stay reachable on the go.
Multilingual Support
Enables Mando to support multiple languages for a global, inclusive customer experience.
Newsroom
Streamline your company's announcements and updates effortlessly with GPT-powered CMS & tools
Notes (Customer Notes)
Internal notes attached to a customer profile or conversation. Visible only to your team and useful for handovers, account context, and follow-up reminders.
Notifications
In-app notification center showing unread mentions, assignments, escalations, and system alerts.
Onboarding Wizard
A guided first-run flow that helps new workspaces connect channels, import content, customise branding, and invite teammates in minutes.
Page
A Page is any document within your knowledge base. This includes internal articles, external articles, crawled pages, synced documents, or snippets.
Each page can contain up to 5,000 words.
If your content exceeds this limit, it is counted as multiple pages. For example, a 6,000-word document will be counted as two pages.
Pageviews
Pageviews represent the number of times your content is viewed in your Help Centre and Newsroom.
Plans & Billing
Mando offers tiered subscription plans with included usage allowances (pages, sessions, voice minutes, seats). Overages and add-ons are handled with transparent in-app paywalls.
Playground
A safe sandbox to test your AI's behaviour, knowledge sources, and prompts against real conversations before pushing changes live to customers.
Prompt & Style Customisation
Customises the tone, style, and personality of your AI's interactions. Ensures the AI reflects your brand's voice and communication standards.
Quick Prompts
Predefined buttons that guide users to ask the right questions or explore key features quickly. Improves the user experience by providing clear navigation.
Remove Branding
Removes Mando logos and references from your deployed apps, providing a white-labelled, brand-consistent experience.
Roles
Two built-in roles control workspace access:
Super Admin: full access to billing, settings, members, and all Workspace apps.
Member: scoped access based on the Member Capabilities matrix (e.g., Inbox-only, content-only).
Salla Integration
A native integration with Salla stores. Pulls products, orders, and customer data so the AI can answer order-status, return, and product questions accurately.
SEO Optimization
Built-in SEO for Help Centre, Newsroom, and AI Page: structured data, sitemaps, and per-locale URLs to maximise organic discovery.
Shopify Integration
A native integration with Shopify stores. Syncs products, orders, and customers so the AI can answer store-specific questions in real time.
SLA (Service Level Agreement)
Track first-response and resolution times against the SLAs you define. Tickets close to or breaching SLA are flagged in the Inbox and surfaced in Analytics.
Snooze
Temporarily hide a ticket from your active queue until a chosen date/time, when it automatically reappears for follow-up.
Tags
Flexible labels you can attach to articles, conversations, tickets, and customers for filtering, segmentation, and reporting.
Teams
Group members into teams (e.g., Billing, Returns, VIP) to enable team-based assignment, team inboxes, and team-scoped analytics.
Tickets
A structured layer on top of conversations for issues that need tracking through to resolution. Tickets live in a Kanban board with status columns and support assignment, custom fields, SLA, snooze, bulk actions, and analytics. Customers never see the word "ticket" ā it's a team-side concept.
Ticket Conversion
Convert any chat conversation into a Ticket with one click when an issue needs structured tracking and follow-up beyond the live chat window.
Ticket Lifecycle
The full path a ticket travels ā from creation, through assignment, status transitions, snooze, escalation, and resolution ā with every change captured in the Activity Log.
Voice Agent
A phone-based AI voice agent. Customers call a real phone number, talk naturally, and the agent answers from your knowledge base or hands over to a human when needed.
Voice Settings
Configure your voice agent's language, voice persona, greeting, and behaviour ā all per-app.
Web Crawler
Point Mando at a URL or sitemap and it will crawl, parse, and ingest the content into your knowledge base ā auto-refreshed on a schedule so the AI stays in sync with your live site.
WhatsApp Integration
Connect your WhatsApp Business number to Mando to handle inbound messages and let the AI Customer Service agent answer 24/7.
WooCommerce Integration
A WordPress plugin that connects your WooCommerce store to Mando ā syncing products, orders, customers, and per-post content controls so the AI can answer store-specific questions.
Workflows
A visual builder for "if this, then that" automations. Triggers (new chat, tag added, SLA breach, status change) can fire actions (assign team, send email, escalate, update field) without writing code.