AI Behavior Mode

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Control how Enorve AI handles customer conversations. This setting determines whether the AI stays focused on customer support or can respond to general topics.

Accessing AI Behavior Mode

  1. Go to Settings in the sidebar
  2. Click the Account Settings tab (admin only)
  3. Find the AI Behavior Mode card

When Support-only AI is enabled, Enorve AI:

  • Only answers questions related to your business and products
  • Politely declines off-topic requests (jokes, politics, general knowledge)
  • Keeps conversations focused and professional
  • Shows a "Recommended" badge next to the toggle

How to Enable

Toggle the Support-only AI switch to the ON position.

AI Refusal Insights

When Support-only mode is enabled, you'll see an AI Refusal Insights section showing:

Column Description
Reason Type of question declined (e.g., "Off-topic questions")
Count Number of times in the last 7 days

This helps you understand what customers are asking that falls outside support scope.

If no refusals occurred, you'll see: "No refusals — AI stayed in scope"

Flexible Mode

When Support-only AI is disabled:

  • AI can answer general questions outside customer support
  • Shows a warning: "Flexible mode allows AI to answer general questions outside customer support"
  • May result in less focused conversations

AI Trust Panel

When Support-only mode is enabled, an AI Trust Panel appears below showing:

  • Guardrail analytics and trust metrics
  • Real-time safety monitoring
  • Compliance indicators

Best Practices

  1. Keep Support-only enabled: This ensures consistent, on-brand responses
  2. Review refusal insights weekly: Identify if customers are asking questions that should be in your knowledge base
  3. Monitor the AI Trust Panel: Watch for any unusual patterns