Using the AI Copilot in Chat
LenoAI Copilot helps you write faster, more professional replies while chatting with customers. It works directly inside the chat panel and suggests helpful responses based on your knowledge base. This article explains how to use Copilot tools like Suggested Reply, Tone Adjustment, and Rephrase, as well as how to handle fallback scenarios when no answer is found.
🔄 Turning Copilot On or Off
To use Copilot, go to Leno AI → Settings and toggle “Enable Leno AI Assistance (During Agent Chats)” to ON.
💬 Where to Use Copilot
When you're inside an active chat, you'll see three AI Copilot icons beside the Send button: Suggested Reply, Tone Adjustment, Rephrase.
1. Suggested Reply
This is the main AI button that generates a full answer to the customer's latest question(s).
✅ How it works: LenoAI analyses all customer messages since your last reply, not just the most recent one.
✅ When clicked: A response panel appears with:
• Use – Moves the AI reply into the input field (overwriting existing text)
• Regenerate – Produces an alternative version using the same context
• Close – Dismisses the suggestion block
2. Tone Adjustment
Use the Tone Adjustment tool to instantly change the style of your message — for example, make it sound more friendly, formal, or confident. This option is disabled by default until you've entered at least 5 characters into the message field (either by typing or inserting a suggestion). Once enabled, click the tone adjustment icon to pick a tone and LenoAI will rewrite your draft accordingly.
3. Rephrase
Use the Rephrase tool to improve grammar, wording, or clarity in your message. It helps you sound more polished without changing the meaning. This feature is disabled by default and becomes active only when you’ve entered at least 5 characters in the input field. Once enabled, click the Rephrase icon to instantly rewrite your draft with better flow and structure.
🚫 No Answer Found Scenario
If LenoAI can’t generate a suggestion, you’ll see the following message:
“Sorry, I couldn’t find an answer to this question using the current knowledge base.”
You’ll also see a ➕ Add QnA button at the top right of the suggestion box.
✅ Clicking it opens the QnA creation screen
✅ You can enter and save the correct answer for future use
📚 How Copilot Gets Its Answers
LenoAI Copilot pulls knowledge from your content under Leno AI → Knowledge Base:
✅ Uploaded PDFs
✅ Public website URLs
✅ Manually entered Q&A
💡 Summary
With AI Copilot, you can:
✅ Get full reply suggestions
✅ Rewrite your messages with better tone or grammar
✅ Improve answers over time by adding QnA when none are found
LenoAI Copilot helps you stay fast, clear, and consistent in every chat.
Related Articles
Setting Up LenoAI Agent (Chatbot)
See how to enable the AI Agent to reply to customers automatically when your team is not available.
Training LenoAI with Your Knowledge Base
Upload files, URLs, and Q&As to teach LenoAI what to say — and improve AI replies over time.