Frequently Asked Questions
What triggers a handoff?
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.
What if no agents are online when "Transfer to Agent" is selected?
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.
Does the auto-close timer affect chats picked up by agents?
No. Auto-close only applies to AI-assigned chats. Once a human agent takes over, the conversation stays open until the agent resolves it.
Can I set different handoff rules for different triggers?
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.
What happens to the chat after a visitor submits the contact form?
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.