Configure Users Capture

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:

1. Open your AI Agent workspace

2. Go to Settings

3. 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:

1. Start a test conversation

2. Trigger the capture flow

3. Verify the requested fields

4. Confirm the user experience feels natural

Testing helps avoid unnecessary friction during real customer conversations.

Next steps

• Configure AI settings

• Enable Human Handoff

• Configure conversation starters