Setting Up LenoAI Agent (Chatbot)
LenoAI Agent is your automated chatbot that responds to visitors and customers instantly — even outside business hours. Once enabled, LenoAI Agent can answer incoming messages based on your knowledge base, start conversations proactively, and hand over chats to live agents when needed. This guide walks you through how to enable LenoAI Agent, manage active AI chats, and customize chatbot behavior to match your brand.
🤖 What Happens When LenoAI Agent Is Enabled?
When LenoAI Agent is turned on:
✅ Incoming chats are assigned to LenoAI first
✅ LenoAI attempts to answer using your trained content (uploaded files, Q&A, URLs)
✅ If the AI can’t confidently answer, or the customer asks for a real person, the conversation is escalated and added to the live chat queue
You can view active AI-handled chats in the AI Assigned section of the Chats page.
⚙️ How to Enable or Disable LenoAI Agent
To manage activation, go to Leno AI → Settings. There, you’ll find a toggle labeled:
Enable LenoAI Agent (Chatbot)
When ON: LenoAI can reply to visitors and initiate chats
When OFF: All incoming chats go directly to your team queue
This ensures your team stays in control and can step in whenever necessary.
🗂️ Where to View AI Conversations
Chats handled by LenoAI Agent are listed under the AI Assigned section on the Chats page.
✅ You can open the conversation to monitor how LenoAI handled it
✅ Agents can manually take over any AI conversation by assigning it to themselves
This ensures your team stays in control and can step in whenever necessary.
💬 Customise Default Bot Messages
You can tailor how the LenoAI Agent interacts with customers by setting default responses for key moments in the conversation. These templates are managed under Settings → Chatbot Message Templates.
This includes greetings, handoff messages, fallback replies, queue updates, and more. Each template helps ensure that LenoAI sounds helpful, friendly, and on-brand — whether customers are chatting during business hours or late at night.
Customizing these messages gives you full control over tone and consistency, while still benefiting from smart automation.
🧠 LenoAI Agent Uses Your Knowledge Base
LenoAI Agent responds using your own content, which you can manage under the Knowledge Base tab.
It pulls from:
✅ Uploaded PDF files
✅ Website URLs
✅ Q&A entries you add manually
When the AI can’t find an answer, the chat is escalated — and you’ll also have the option to create a new Q&A entry for next time.
📝 Summary
LenoAI Agent answers chats automatically using your knowledge base
✅ You can turn it on/off under Leno AI → Settings
✅ AI-handled chats appear in the AI Assigned list and can be claimed by agents
✅ You can customise all default bot messages to match your voice
✅ If the AI can’t help or the customer asks for a human, LenoAI will escalate the chat
LenoAI Agent helps you stay responsive around the clock — while keeping your team in full control.
Related Articles
Training LenoAI with Your Knowledge Base
Upload files, URLs, and Q&As to teach LenoAI what to say — and improve AI replies over time.
Understanding Leno AI Dashboard
Learn how to track AI usage, monitor knowledge source performance, and review unanswered questions — all from your dashboard.