Two things: when Leno AI cannot find an answer to a visitor's question, or when a visitor explicitly asks to speak with a human. In both cases, your handoff rules kick in automatically.
The conversation waits in the unassigned chat list until an agent comes online. The visitor sees your transfer preset message and knows someone will follow up.
No. Auto-close only applies to AI-assigned chats. Once a human agent takes over, the conversation stays open until the agent resolves it.
The handoff mode applies to both triggers equally. But you can write different preset messages for each scenario — one for "AI can't answer" and another for "visitor requests a human" — so the experience feels contextual.
You choose. The chat can stay in your unassigned list for follow-up, or be automatically marked as resolved. Either way, the form data is captured and optionally emailed to you.