What Happens When a Visitor Asks for a Human Agent?
What Happens When a Visitor Asks for a Human Agent?
When a visitor types something like βI want to talk to a real person,β Leno AI can automatically begin transferring the chat to your team β if you're available. Here's how the process works and how you can customize it.
β Step-by-Step Transfer Flow During Business Hours
If your team is online and Leno AI Agent (ChatBot) is enabled:
βοΈ Step 1: Confirmation Message
Leno AI detects when a visitor asks to speak with a real person. It replies with a friendly message and displays a βTalk to an Agentβ button so the visitor can confirm their request.
Example:
Sure thing! π©βπΌ Would you like me to connect you with someone from our team?
βοΈ Step 2: Connecting Message
Once the visitor clicks the button, Leno AI lets them know the transfer is in progress.
Example:
Got it β connecting you now. Please hold on a moment...
βοΈ Step 3: Queue Confirmation Message
If all agents are currently busy, Leno AI confirms that the visitor has been added to the queue.
Example:
You've been added to the queue. Our team will join the chat as soon as someone is available. Thanks for your patience! π
βοΈ Where to Edit These Messages
You can customise all 3 messages directly in the Chatbot Message Templates section.
How to find it:
β’ Go to Leno AI > Settings
β’ Make sure these two toggles are ON:
β
Enable Leno AI
β
Enable Leno AI Agent (ChatBot)
β’ The Chatbot Message Templates section will now appear
π‘ Why Customize?
Personalizing these responses helps you:
β
Match your brandβs voice and tone
β
Show empathy and professionalism
β
Set better visitor expectations
β
Improve the live chat experience
Related Articles
Chat Widget Customisation
Learn how to customise the look, position, and behaviour of your chat widget β including offline form, welcome message, and branding settings.
User Managment
Learn how to customise your chat widget to ensure it aligns with your brand and enhances the customer experience.