Frequently Asked Questions (FAQ)
Got questions? We’ve got answers. This page covers the most common questions about using LenoChat — from setting up your chat widget to understanding billing, AI usage, and integrations like Instagram, WhatsApp, and Facebook.
General FAQ
Find answers to common questions about LenoChat, account setup, pricing, and how the platform works overall
LenoChat is an all-in-one live chat solution designed for small to medium-sized businesses, e-commerce stores, and service providers. It centralises website chat, social media messaging, and AI-powered tools into a single platform.
Sign up at lenochat.com using your email address. A verification email will be sent—click the link to activate your account. Once verified, you can log in and set up your workspace.
The Free Plan includes all core chat features, widget customisation, operating hours, file sharing, traffic and archive pages, and integrations with Facebook, Instagram, and WhatsApp. AI features are available within a lifetime of 50 AI conversations.
The Plus Plan includes everything in the Free Plan, plus advanced features such as AI-assisted replies with more credits, supervising chat (coming soon), Shopify order details (coming soon), and “Viewed Pages” tracking for visitor behaviour insights(coming soon).
Yes. Plan changes take effect immediately, and cancellations stop future billing but keep your plan active until the end of the paid period.
Leno AI FAQ
Learn how Leno AI assists with customer conversations, including suggested replies, tone adjustments, and AI-driven chat automation.
• You start with 50 one-time free AI conversations
• If you don’t use all 50 before upgrading, your remaining balance will carry over to your first paid month.
Example:
→ You’ve used 30 out of 50 free AI responses.
→ The remaining 20 will be added to your first paid month’s AI quota.
Note: This carryover applies only once, during your first upgrade. It does not repeat monthly.
No — your current Paid plan will stay active until the end of the billing cycle
• You can continue to use LenoAI features and any remaining AI credits until the expiry date.
After that:
→ Your account is downgraded to Free.
→ AI features are disabled.
→ Any unused paid AI credits will expire.
→ The AI toggle/button in the app will be disabled.
• Yes — canceling just means your plan won’t renew, but:
→ Your Paid plan remains active until the end of the current billing cycle.
→ AI features stay available until that date.
→ After expiry, you’ll switch to the Free plan and AI will be locked unless you upgrade again.
Tone Adjustment is an AI-powered feature that helps you modify the tone of your messages to better suit your audience or situation. You can switch between styles like Professional, Friendly, or Casual with just one click.
Along with tone changes, AI text enhancements also let you:
Expand short texts for more detail
Summarise long messages for quick reading
Rephrase content for better clarity
Fix grammar and spelling mistakes automatically
Generate new content from your input
You can use these enhancements directly in chat, making it quick and easy to adapt your communication style
When AI is enabled, the chat widget remains active even outside business hours.
If the AI cannot help with a question — or if a visitor requests a human agent — the AI will prompt them to submit an offline form instead.
Once submitted:
The message is sent to the email address configured in your Offline Form settings
This ensures visitors can always leave a message, even when your team is unavailable.
Even if the AI Agent is disabled in Settings, any ongoing conversation that was already active will continue to function with the AI Agent until that conversation is completed.
Integrations FAQ
Help with connecting LenoChat to social media and other platforms.
Go to Settings > Integrations, select Facebook Messenger, and follow the connection steps using your Facebook account. Grant permission for LenoChat to access messages.
From Settings > Integrations, select Instagram Direct. You’ll need to have a Facebook Page linked to your Instagram account to enable messaging integration.
Select WhatsApp from Settings > Integrations and connect via the official WhatsApp Business API provider. A valid business phone number is required.
If AI is disabled:
To receive messages outside business hours, enable the offline form in Settings → Chat Widget → Offline Message. When enabled, any messages submitted via the offline form will be stored in the Offline list in your chat area for later response.If AI is enabled:
The chat widget remains active for AI responses outside operating hours. If AI cannot assist, the visitor will be prompted to submit an offline form, and their message will be stored in the Offline list for follow-up.
Chat Widget FAQ
Get details on customising, embedding, and managing your website’s live chat widget, plus tips for providing a seamless customer experience.
When operating hours are enabled, the LenoChat widget will only appear online during those times. Visitors can start new chats and receive live responses only within these hours. Outside of operating hours, the widget’s behavior depends on the admin settings in Settings → Chat Widget → Offline Message:
Hidden: The live chat widget is not visible on the website outside operating hours.
Offline state: The widget remains visible but displays an offline form or offline message instead of live chat.
Any chat that remains in the ‘Queued’ list when operating hours end will stay in the queue until an agent manually serves it. The chat history is preserved, and the visitor can continue the conversation when the widget is back online.
Yes — but the experience depends on your AI settings and Offline Message configuration:
If AI is disabled:
If the widget is set to be hidden or display offline message outside operating hours, visitors will not be able to start new chats until the next operating period.
If the widget is set to display an offline form, visitors can send a message via the offline form. These messages are stored in the Offline list in your chat area for agents to respond to once operating hours resume.
If AI is enabled:
The widget remains visible outside operating hours, and AI will handle incoming messages in real time.
If AI cannot answer, the visitor will be given the option to submit an offline form. The message will be stored in the Offline list.
If AI is disabled:
To receive messages outside business hours, enable the offline form in Settings → Chat Widget → Offline Message. When enabled, any messages submitted via the offline form will be stored in the Offline list in your chat area for later response.If AI is enabled:
The chat widget remains active for AI responses outside operating hours. If AI cannot assist, the visitor will be prompted to submit an offline form, and their message will be stored in the Offline list for follow-up.
If the chat hasn’t been ended by either party, the same chat session reopens with full history and active input so the visitor can continue the conversation seamlessly. If the chat is closed, a new session will start.
To add or change your company’s brand logo in the chat widget:
Go to Settings in your LenoChat dashboard.
Select Chat Widget → Appearance.
Upload your company logo in JPG or PNG format.
Save your changes — the new logo will appear instantly on your chat widget.
If AI is disabled:
To receive messages outside business hours, enable the Offline Form in Settings → Chat Widget → Offline Message.
When enabled, any messages submitted through the offline form will be:Sent to the email address specified in your Offline Form settings, and
If AI is enabled:
The chat widget remains active for AI responses even outside business hours. If the AI cannot assist or the visitor requests human help:
The visitor will be prompted to submit an offline form.
Chats FAQ
Learn how chat sessions behave for visitors and agents during different scenarios.
If the chat hasn’t been ended by either party, the same chat session reopens with full history and active input so the visitor can continue the conversation seamlessly. If the chat is closed, a new session will start.
Yes. When a visitor disconnects, the system waits 2 minutes before showing a “⚠️ The visitor went offline” banner at the top of the chat area.
The banner stays fixed at the top so you can always see it, even when scrolling through the chat.
If the visitor reconnects, the banner is removed automatically.
This helps you understand the visitor’s status without interrupting your workflow
Chat History & Retention FAQ
Learn how LenoChat stores and manages your chat history across different plans.
LenoChat stores your archived conversations based on your current plan:
Free plan: up to 30 days
Plus plan: up to 180 days
After the retention period, older archived chats are automatically removed to keep performance and storage optimised.
Once a chat reaches the end of its retention period, it is permanently deleted from the system and can no longer be accessed.
You’ll still see newer archived chats that fall within your plan’s time window.
We introduced time-based storage limits to:
Keep the system fast and efficient for all users
Maintain affordable pricing
Align with industry standards for chat data retention
If you need to keep your chat history longer than your current plan allows:
Upgrade to Plus plan (180 days)
Or contact our team about future higher-tier plans that will offer 1-year or custom retention options.
Yes. Active (ongoing) chats are stored indefinitely until archived or deleted. Retention limits apply only to chats that have been archived.
Team & Roles FAQ
Learn how to manage users, roles, and permissions.
Owner: Full control over the account, billing, and settings.
Admin: Can manage users, settings, and chats but cannot change billing details.
Agent: Handles assigned chats but has limited access to settings.
To add a new teammate to LenoChat, follow these steps:
- Access the Users section located on the left side of the LenoChat menu bar.
- Click the “Invite Users” button.
- Type in or paste the email addresses of the people you want to invite to join LenoChat.
This will send them email invitations to join the LenoChat platform.
As an admin, you can delete agents or admins in the Users section. To delete a user, follow these steps:
- Access the ‘Users’ section on the left side of the LenoChat menu bar.
- Click the three dots icon next to the agent or admin you want to delete.
- Select “Delete User” from the drop-down list.
- Confirm your decision in the pop-up window. Once deleted, the user will lose access to the LenoChat platform, and their account will be removed from the users’ list.
Profile & Account Settings FAQ
Find answers to questions about managing your personal profile, login credentials, and account ownership settings in LenoChat.
To set an agent profile photo, follow these steps:
- Click on your name in the top menu.
- Select “Change your profile picture” from the drop-down list.
- A pop-up window will open, allowing you to upload a new picture.
- You can set your profile picture by either dragging and dropping the image or browsing your files to select the desired photo.
You can change your current password by navigating to the password section within the profile settings.
To access your profile settings, follow these steps:
- Click on your name in the top menu.
- Select “Profile Settings” from the drop-down list.
Unfortunately, it is not possible to change an agent’s email address directly. In order to update the login email, the owner or administrator should create a new agent account in the User section and proceed to set up the new email. Once the new account is established, the old email’s account can be deleted accordingly.
For owners seeking to modify their login email, the recommended process is to first create a new agent account using the desired email address. Then, transfer ownership to the new account before proceeding to delete the old one.
To transfer ownership of the account, follow these steps:
- Go to the Settings section.
- Look for the option “Delete Account/Change Account Owner.”
- Select this option to initiate the ownership transfer process.
- By transferring ownership, you will become an admin while granting ownership to the designated agent.