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 “I want to talk to a real person,” Leno AI can automatically begin transferring the chat to your team — if you're available. Here's how the process works and how you can customize it.
✅ Step-by-Step Transfer Flow During Business Hours
If your team is online and Leno AI Agent (ChatBot) is enabled:
✔️ 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 “Talk to an Agent” button so the visitor can confirm their request.
Example:
Sure thing! 👩💼 Would you like me to connect you with someone from our team?
✔️ Step 2: Connecting Message
Once the visitor clicks the button, Leno AI lets them know the transfer is in progress.
Example:
Got it — connecting you now. Please hold on a moment...
✔️ 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! 😊
⚙️ Where to Edit These Messages
You can customise all 3 messages directly in the Chatbot Message Templates section.
How to find it:
• Go to Leno AI > Settings
• Make sure these two toggles are ON:
✅ Enable Leno AI
✅ Enable Leno AI Agent (ChatBot)
• The Chatbot Message Templates section will now appear
💡 Why Customize?
Personalizing these responses helps you:
✅ Match your brand’s voice and tone
✅ Show empathy and professionalism
✅ Set better visitor expectations
✅ Improve the live chat experience
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