Understanding AI Conversations and Limits
LenoAI is designed to help you support customers using smart automation — while keeping things fair and transparent. Here’s how AI usage works across your workspace.
🎁 Free Starter Conversations
Every workspace starts with 50 free AI conversations.
These are a one-time bonus with no expiration. Use them to try out both:
🤖 LenoAI Agent (chatbot replies)
✨ LenoAI Copilot (reply suggestions for agents)
Once used, these credits are not replenished. You’ll need to upgrade to a paid plan to continue using AI-powered features.
💳 Monthly AI Conversations (Paid Plans)
If you're on a paid plan, you receive a monthly allocation of AI conversations.
Each plan includes:
✅ A set number of AI conversations that reset monthly
✅ Shared usage across both the chatbot and Copilot suggestions
You'll see your current balance and usage inside your LenoAI Dashboard.
Annual AI Conversations (Paid Plans)
If you’re on an annual plan, you receive a single yearly pool of AI conversations with a 365-day expiry.
There’s no monthly reset — you can use your conversations anytime during the year without losing unused ones at the end of each month.
What’s included
✅ One annual allocation of AI conversations (resets every 365 days)
✅ No monthly forfeiture — unused conversations roll within the year
✅ Shared usage across both the chatbot (LenoAI Agent) and Copilot
✅ Real-time balance and expiry date visible in your LenoAI Dashboard
➕ Add-On Conversations
If you need more AI capacity, you can purchase additional AI conversation credits.
These are available only to paid customers, and they expire 365 days after purchase .
✅ Purchased add-ons are used after your monthly allocation is used up
✅ Great for busy seasons or teams with high volume
📌 How LenoAI Conversations Are Counted
Each conversation with AI is counted once, no matter how many times AI is used within that chat.vThe type depends on how the conversation started.
LenoAI Agent (Chatbot)
• If a customer starts chatting with the AI Agent (chatbot), the conversation is counted as LenoAI Agent.
• Even if the chatbot later transfers the chat to a human agent (and the agent uses Copilot), it still counts as LenoAI Agent because the conversation began with the chatbot.
LenoAI Copilot (Assisted Response)
• If a conversation starts with a human agent and the agent uses Copilot for suggested replies, it is counted as LenoAI Copilot.
• It doesn’t matter how many times Copilot is used within the same chat — it only counts as one AI conversation.
Things to note
• Rephrase and Tone Adjustment are included utilities and do not consume AI conversations. They’re available while your AI conversation quota has remaining usage.
• A chat only counts as an AI conversation if the LenoAI Agent (chatbot) replies or an agent sends a reply generated with Copilot.
• If a chat starts with a human and you only use Rephrase or Tone Adjustment (no Copilot-generated reply), it does not count as an AI conversation.
Summary
✅ Conversation starts with AI Agent → counted as LenoAI Agent.
✅ Conversation starts with human agent using Copilot → counted as LenoAI Copilot.
✅ One chat = one AI conversation, even if multiple AI replies are used.
🔍 Where to Track Your Usage
You can monitor your usage anytime from the LenoAI Dashboard, which shows:
✅ Breakdown of used vs. remaining AI conversations
✅ Usage by chatbot vs. Copilot
✅ Unanswered AI questions for improvement
✅ Knowledge sources used to power your AI
Related Articles
Understanding Leno AI Dashboard
Learn how to track AI usage, monitor knowledge source performance, and review unanswered questions — all from your dashboard.
What Is LenoAI?
Understand the difference between the AI Copilot and the AI Agent, and how LenoAI supports your team.