Chatbot Message Templates:
Why They Matter and How to Use Them
When Leno AI Agent is enabled, a new section appears in your Settings: Chatbot Message Templates. This is where you define how your AI agent communicates with website visitors in common chat scenarios — from first greetings to fallback messages when it can’t help.
❓ Why Set Chatbot Message Templates in Leno AI?
Even the smartest AI works better with a little guidance. That’s why when you enable the Leno AI Agent (ChatBot), a powerful section called Chatbot Message Templates becomes available. This lets you control how your AI responds in different situations — shaping tone, timing, and fallback behaviours.
🧠 When Do Chatbot Message Templates Appear?
This section is only visible when Leno AI Agent (ChatBot) is toggled ON in the Settings.
Once enabled, you'll see the Chatbot Message Templates section. These templates work alongside your AI agent to create smooth, human-like conversations for your customers.
Why Customise Message Templates?
AI understands user input, but how it responds makes all the difference. Here’s why you should set up message templates:
✅ Control tone: Match your brand’s voice — professional, playful, empathetic, etc.
✅ Guide the experience: Tell the AI what to say and when (e.g., auto-greet, fallback, transfer).
✅ Improve clarity: Avoid awkward or generic AI replies.
✅ Boost trust: Visitors are more comfortable when the AI speaks like a real team member
📦 What’s Included in Chatbot Message Templates?
Each part of this section controls how Leno AI behaves during specific moments in the conversation:
1️⃣ Conversation Starter
Greeting Message (Auto-Start by Chatbot)
This is the very first message Leno AI sends automatically when a visitor opens the chat widget. It's the AI's opening line to initiate conversation and break the ice proactively—before the visitor types anything.
Greeting Response Triggered by Visitor Message
This message is triggered when the visitor actively greets the chatbot by saying “hi”, “hello”, or similar phrases. It helps maintain a conversational tone and welcomes returning or hesitant users.
AI Identity Message
Triggered when a visitor asks, "Are you a bot?" or “Is this a human?” This message clarifies the AI's role and helps build transparency and trust.
Personal Response to Friendly Questions
Used when a visitor says something friendly like "How are you?" or "What's up?"—the bot responds in a warm, human-like way to keep the tone engaging without derailing the support context.
Friendly & Personal Responses
🔹 Friendly Questions Response
Used when a visitor says something friendly like "How are you?" or "What's up?"—the bot responds in a warm, human-like way to keep the tone engaging without derailing the support context.
Thank You Response
Triggered when a visitor says “thanks”, “thank you”, etc. It shows warmth and closes small positive interactions well.
Goodbye Response
Sent when a visitor says goodbye, ends the conversation, or makes it clear they’re done. It ends the session on a professional and friendly note.
3️⃣ When AI Can’t Help
Even great AI needs a backup plan. These messages appear:
• When AI can’t understand the question
• When AI understands but doesn’t have the answer
• You control fallback replies for business hours and outside hours
Unclear Message Response
Sent when Leno AI can't understand or confidently respond to the visitor’s input. It resets the conversation politely and invites clarification.
AI Can’t Answer – During Business Hours
Used when Leno AI can’t answer and a human agent is available. It guides the visitor to a handover flow:
Step 1 – Offer to Connect to Human:
Clearly state that the AI can’t help and offer a transfer.
Step 2 – Queue Confirmation:
Once the visitor accepts the offer, confirm they’ve been added to the queue and someone will respond soon.
AI Can’t Answer – Outside Business Hours
Used when the AI can’t help and your team is offline.
Step 1 – Ask to Leave Contact Info:
Inform the user that your team is unavailable and invite them to leave their email and message.
Step 2 – Email Submission Confirmation:
Confirm that their submission was received and reassure them a follow-up will occur.
4️⃣ Talking to a Human Agent
Some users will ask to speak to a real human right away.
These templates guide the flow:
• Confirming the request
• Explaining delays or offline hours
• Collecting email if needed
📌 Why This Matters
These templates ensure your AI:
✅ Matches your brand voice
✅ Sets visitor expectations
✅ Avoids awkward “AI can’t help” dead ends
• Seamlessly transfers to your team
Even small adjustments can greatly improve the chat experience.
So don’t leave it to chance — shape your AI’s personality with care. 💬✨
Related Articles
Setting Up LenoAI Agent (Chatbot)
Learn how to enable the AI Agent to reply to customers automatically.
Training LenoAI
with Your Knowledge Base
Upload files, URLs, and Q&As to teach LenoAI what to say — and improve AI replies over time.