Leno AI Frequently Asked Questions

April 15, 2026

Leno AI is LenoChat's built-in AI layer — combining an automated chatbot (Leno AI Agent) and an in-chat writing assistant (Leno AI Copilot) — to help you handle customer conversations faster and smarter. This FAQ covers the questions users ask most about activation, knowledge base training, AI credits, handoff rules, guidance settings, and multi-language support.

Leno AI Overview — What It Is and What It Does

Leno AI consists of two distinct AI features that work together inside your LenoChat workspace. Leno AI Agent is a fully autonomous chatbot that responds to visitor messages automatically — 24 hours a day, 7 days a week — using content from your knowledge base. Leno AI Copilot is a writing assistant embedded in the agent reply box that helps your human team compose better, faster replies without ever sending a message automatically. Both features consume AI conversation credits from your plan allowance, and both are controlled from the Leno AI section in your LenoChat dashboard. Owners and Admins can enable, configure, and monitor both features; Agents see only their chat inbox and cannot change AI settings.

Leno AI Agent — responds to every incoming visitor message without a human agent present, using your uploaded PDFs, website URLs, and Q&A entries as its knowledge base.
Leno AI Copilot — appears inside the agent reply box during live agent conversations, suggesting complete draft replies, adjusting tone, rephrasing, and checking grammar on request.
AI credits — each AI interaction (Agent conversation or Copilot suggestion) counts toward your plan's monthly AI conversation quota; credits reset at the start of each billing cycle.
Role access — only Owners and Admins can access Leno AI → Settings, Leno AI → Knowledge Base, and Leno AI → Handoff; Agent role users cannot view or modify any AI configuration.
Plan scope — Leno AI Agent and Copilot are available on all paid plans; the feature set and quota limits vary by plan tier.

How to Activate the Leno AI Agent

Activating the Leno AI Agent takes less than two minutes from your LenoChat dashboard. Before you enable the toggle, confirm that you have installed the LenoChat widget on your website — the Activation page displays a warning banner and disables all AI toggles until the widget is detected. You also need at least one entry in your knowledge base so the AI has content to draw answers from.

Step 1: From your LenoChat dashboard, navigate to Leno AI in the left sidebar. The Activation panel opens by default.
Step 2: Confirm the widget installation banner is absent. If you see a yellow 'You Have Not Installed The Chat Widget' banner, go to Settings → Integrations and complete the installation before continuing.
Step 3: Toggle Enable Leno AI to the On position. This master switch must be enabled before either AI Agent or AI Copilot can be turned on.
Step 4: Toggle Enable AI Agent to On. The AI will now intercept all new incoming conversations and reply automatically using your knowledge base.
Step 5: Optionally toggle Enable AI Copilot to On if you want suggested replies and writing assistance to appear in the agent reply box during human-handled conversations.

Placeholder — replace with screenshot of Leno AI Activation panel showing the three AI toggle switches

Training the Leno AI Knowledge Base

The knowledge base is the content Leno AI Agent uses to answer visitor questions. You build it by uploading documents, adding website URLs, and writing Q&A pairs directly inside Leno AI → Knowledge Base. The quality and completeness of your knowledge base directly determines how well the AI performs — a sparse knowledge base produces vague or incorrect answers, while a detailed one enables confident, accurate responses. After adding or updating any source, allow a few minutes for the AI to process the new content before testing in the Playground.

Uploaded files — upload PDF documents containing product guides, support articles, return policies, or any written content relevant to customer questions. File size limits depend on your plan.
Website URLs — paste in the URLs of your website pages (documentation, FAQ, product pages) and Leno AI will crawl and index the text content automatically.
Q&A pairs — write direct question-and-answer pairs for your most common queries. These are the highest-confidence sources: when a visitor asks a question that closely matches a Q&A entry, the AI uses that answer.
Search and filter — use the search bar and filter options in Knowledge Base to find specific sources by type (File, URL, Q&A) or by indexing status (Processing, Ready, Failed).
Keep sources current — if your pricing, policies, or product details change, update or re-upload the relevant sources promptly. The AI continues answering from the old content until the source is refreshed.

Tip: Before enabling Leno AI Agent for real visitors, use Leno AI → Playground to test it privately. Send 10–15 realistic visitor questions, review the AI's answers, and compare them to what your knowledge base actually contains. Gaps you find in the Playground are gaps real visitors will hit — fix them by adding Q&A pairs or uploading more detailed documents before going live.

Configuring AI Handoff — When and How Leno AI Escalates

A handoff occurs when Leno AI Agent decides it cannot satisfactorily answer a visitor's question, or when the visitor explicitly requests a human. You control exactly what happens during a handoff from Leno AI → Handoff. The handoff rules are split into two independent configurations — one for during your operating hours and one for outside them — so you can give visitors a seamless live-agent experience when your team is online and a graceful fallback when they are not.

Transfer to agent — the conversation moves to the Unassigned queue in your inbox and any available human agent can pick it up. A customisable message is sent to the visitor to let them know help is on the way.
Display contact form — the chat widget presents a form where the visitor can leave their name, email, and message. When submitted, the form is forwarded to your configured email address and the chat is archived as Unassigned or Resolved based on your setting.
Outside-hours behaviour — configure a separate rule for when your team is offline. For example, always show the contact form outside business hours even if live transfers are used during the day.
Auto-close abandoned chats — automatically resolve AI-managed conversations after a configurable period of visitor inactivity. The minimum timer is 5 minutes, the maximum is 2 days, and the default is 20 minutes. Only AI-assigned chats are affected — conversations transferred to a human agent are never auto-closed by this timer.

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Leno AI Guidance — Tone, Response Length, and Custom Instructions

The Guidance settings at Leno AI → Guidance let you shape how Leno AI Agent expresses itself — independently of what it says. You can set the tone of voice, control how long responses should be, enable or disable emojis, and add up to five custom instructions that the AI follows in every conversation. Only Owners and Admins can modify Guidance settings.

Setting	Options	Default
Tone of Voice	Natural, Friendly, Professional, Custom	Natural
Response Length	Short (1–3 sentences), Normal (4–7 sentences), Long (8–10 sentences)	Normal
Emojis	Enabled, Disabled	Disabled
Custom Guidance Entries	Up to 5 named instructions — each individually enabled or disabled	None

AI Credits, Quotas, and Plan Limits

Every AI-powered interaction in LenoChat draws from a shared monthly AI conversation credit pool. Understanding how credits work helps you avoid unexpected interruptions and plan your usage effectively. When your credit balance reaches zero, Leno AI Agent stops responding automatically and Copilot suggestions pause — but live agent chat continues working normally with no interruption.

What counts as a credit — one AI conversation credit is consumed when the Leno AI Agent starts or continues an automated reply to a visitor. Using Copilot features (suggested reply, tone adjustment, or rephrase) also counts as one credit per conversation, regardless of how many Copilot actions are used within that single chat.
Credit reset — credits reset automatically at the start of each monthly billing cycle. You can check your current usage versus your plan limit in Leno AI → Settings, which shows 'X out of Y conversations used'.
What does NOT count — grammar check via Copilot does not consume an AI credit. Human-to-human conversations are never counted against your AI quota, regardless of plan.
Add-on packs — if you exhaust your monthly allowance before the billing cycle resets, you can purchase additional AI conversation add-on packs from Settings → Billing at any time. Add-ons are valid for 365 days from the date of purchase.
Free trial credits — new workspaces receive a limited number of free AI conversation credits to evaluate Leno AI before committing to a paid plan. Trial credits do not roll over after the trial period ends.

Tip: Monitor your AI credit usage weekly during your first month — open Leno AI → Settings and check the 'X out of Y conversations used' counter. If you are consuming credits faster than expected, open Leno AI → Unanswered Questions to see whether the AI is triggering unnecessary handoffs. Adding Q&A pairs that address recurring unanswered queries reduces handoffs and stretches your monthly credit allowance further.

Multi-Language Support

Leno AI detects the language of each visitor message and replies in that language automatically — no manual configuration is required per conversation. Language detection happens on every message, so even if a visitor switches languages mid-conversation the AI adapts immediately. Multi-language is a default capability of Leno AI; you can review how it is configured in Leno AI → Multi-Language Settings.

Automatic detection — Leno AI reads the incoming message and determines the visitor's language before formulating a reply, drawing from your knowledge base regardless of the language the source was written in.
Knowledge base language — your knowledge base can contain content written in any language. Leno AI translates and applies it when answering visitors in other supported languages.
Over 90 languages supported — Leno AI covers the major world languages out of the box. For a full list or to configure language-specific behaviour, navigate to Leno AI → Multi-Language Settings.

Monitoring AI Performance — Dashboard and Unanswered Questions

The Leno AI Dashboard (Leno AI → Dashboard) gives you a real-time overview of AI conversation volume, credit consumption, handoff rates, and overall AI performance metrics. The Unanswered Questions report (Leno AI → Unanswered Questions) lists every message the AI could not answer with confidence — this is your most actionable feedback loop for improving the knowledge base over time.

Leno AI Dashboard — view total AI conversations, credits used, handoff count, and resolution rate for the selected time period. Use this to track whether your AI is performing better or worse after knowledge base changes.
Unanswered Questions — every question that triggered a handoff or received a low-confidence answer is recorded here. Review this list regularly and convert the top recurring questions into Q&A pairs in your knowledge base.
Message Templates — customise the exact messages Leno AI sends to visitors at handoff. Navigate to Leno AI → Message Templates to edit the five preset handoff message slots: AI could not answer (transfer), AI could not answer (contact form), visitor requested human (transfer), visitor requested human (contact form), and auto-close notification.

Common Issues & Solutions

Leno AI Agent is not responding to visitors

Confirm all three toggles in Leno AI → Settings are enabled: Enable Leno AI, Enable AI Agent, and check that your monthly AI credit quota has not been exhausted. Navigate to Leno AI → Settings and look at the 'X out of Y conversations used' counter — a zero balance pauses the AI until your billing cycle resets or you purchase an add-on pack from Settings → Billing. Also verify the chat widget is installed; the AI requires a detected widget to function.

The AI is giving inaccurate or irrelevant answers

Open Leno AI → Playground and send the exact questions that are producing bad answers. Review the AI's response, then open Leno AI → Knowledge Base and check whether the relevant source is indexed and marked as Ready (not Processing or Failed). If the source is ready but the answer is still wrong, add a direct Q&A pair that states the correct answer in plain language — Q&A pairs take priority over crawled content when the AI detects a close match.

AI handoff is not routing conversations to agents

Go to Leno AI → Handoff and verify the handoff mode for both During Operating Hours and Outside Operating Hours is set to your intended option (Transfer to Agent or Contact Form). If you use the Transfer option, confirm at least one agent is assigned and has their availability set to Online. For the Contact Form option, verify the target email address is correctly configured. Also check that your Chat Operating Hours are set correctly — misconfigured hours can cause the wrong handoff rule to trigger.

Copilot suggestions are not appearing in the reply box

Confirm that Enable AI Copilot is toggled On in Leno AI → Settings — this toggle is separate from Enable AI Agent and must be enabled independently. Also verify that your current plan includes Copilot access. If your AI credit quota is exhausted for the month, Copilot suggestions pause until the balance resets. Check Settings → Billing to see your current usage and, if needed, purchase an AI add-on pack to restore Copilot immediately.

Frequently Asked Questions

What is the difference between Leno AI Agent and Leno AI Copilot?

Leno AI Agent is a fully automated chatbot that replies to visitors without any human involvement — it operates 24/7 using your knowledge base. Leno AI Copilot is a writing assistant for human agents that suggests draft replies, adjusts tone, and fixes grammar inside the reply box, but never sends a message automatically. Both consume AI conversation credits when used.

How do I activate Leno AI?

Navigate to Leno AI in your dashboard sidebar. On the Activation panel, enable the master 'Enable Leno AI' toggle first, then enable 'Enable AI Agent' for the chatbot or 'Enable AI Copilot' for the writing assistant — or both. You must have the chat widget installed and at least one knowledge base entry before the AI Agent can respond to visitors.

What counts as an AI conversation credit?

One credit is consumed when Leno AI Agent starts or continues an automated reply to a visitor. Using Copilot features — suggested reply, tone adjustment, or rephrase — also counts as one credit per conversation, no matter how many Copilot actions are used within that single chat. Grammar check and all human-to-human conversations are free and never count against your quota.

What happens when I run out of AI credits?

When your monthly quota is exhausted, Leno AI Agent stops responding automatically and Copilot suggestions pause until your billing cycle resets. Live agent chat continues working normally without any interruption. You can purchase an AI add-on pack from Settings → Billing at any time to restore AI functionality immediately — add-ons are valid for 365 days.

How do I train Leno AI to answer my customers' questions?

Go to Leno AI → Knowledge Base and add content using three source types: upload PDF documents, paste website URLs for automatic crawling, or write Q&A pairs directly. Q&A pairs provide the highest-confidence answers when a visitor's question closely matches what you have written. Use the Playground to test the AI's answers after adding new sources.

Can I control the tone and personality of Leno AI?

Yes. Navigate to Leno AI → Guidance to customise the AI's communication style. You can choose a tone of voice (Natural, Friendly, Professional, or Custom), set the response length (Short, Normal, or Long), enable or disable emojis, and add up to five custom guidance instructions that the AI follows in every conversation.

How does Leno AI handle visitors in languages other than English?

Leno AI automatically detects the visitor's language on every message and replies in that language without any manual setup. Over 90 languages are supported. If you want to review or customise language-specific behaviour, navigate to Leno AI → Multi-Language Settings. Your knowledge base can contain content in any language and the AI applies it regardless of the visitor's language.

What is a handoff and when does it occur?

A handoff is triggered when Leno AI Agent cannot find a confident answer in your knowledge base, or when the visitor explicitly asks to speak with a human. You configure the handoff behaviour in Leno AI → Handoff, with separate rules for during and outside your operating hours. Options include transferring the conversation to the agent queue or showing a contact form for the visitor to leave their details.

How do I see what questions the AI could not answer?

Navigate to Leno AI → Unanswered Questions. Every conversation where the AI triggered a handoff or responded with low confidence is logged here. Review this list regularly and convert the most frequently recurring questions into Q&A pairs in your knowledge base — this is the fastest way to improve AI accuracy over time.

Who can access and change Leno AI settings?

Only workspace Owners and Admins can access Leno AI settings, including Activation, Knowledge Base, Handoff, Guidance, and Multi-Language. Agents do not see the Leno AI section in their dashboard and cannot view or modify any AI configuration. Agents can use Copilot suggestions in their reply box only if an Owner or Admin has enabled Copilot for the workspace.