Chats

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If multiple chats are enabled for your organisation, Home is retired as an active chat surface. It becomes read-only (you can still view past messages), and all new conversations and system notifications are delivered through Chats. See When Multiple Chats Are Enabled for details.

Overview

Handle multiple requests simultaneously without waiting for one to complete
Organise conversations by context (e.g., leave requests, IT support, policy queries)
Access conversation history and continue past discussions anytime

Home vs Chat

Feature	Chat	Home (erstwhile)
Purpose	User-initiated requests & system notifications (when multi-chat is enabled)	System notifications & updates
Initiation	Created via "New Chat" button, or auto-created for incoming notifications	Was always available by default
Content	Your queries and their responses; system notifications when multi-chat is enabled	Approvals, announcements, surveys, ticket updates along with responses for queries raised via Home
Position	Listed under Chats	Always at top of list
Deletable	Yes	No (use "Clear Chat" instead)
Naming	Auto-titled from first message	Fixed as "Home"
Rename	Yes	No
Follow-ups	Updates for that specific request	Notifications not tied to your requests

Getting Started

Start a New Chat

Click "New Chat" in the Conversations section
Type your query—the chat auto-titles based on your first message

Navigate Conversations

Desktop: Left navigation panel shows recent chats (and Home in archived/read-only state if multi-chat is enabled)
Mobile: Hamburger menu → Chats section
Click "More" to load additional conversations

Manage Chats

Rename: Click the conversation title to edit
Delete: Hover/tap the chat → click delete → confirm
Clear Home: Use "Clear Chat" to remove Home history (keeps Home accessible)

When Multiple Chats Are Enabled

When your organisation enables the multiple chats feature, the virtual assistant switches from a dual-surface model (Home + Chats) to a single-surface model where Chats is the only active conversational surface. This is rolled out on a per-tenant basis.

What happens to Home?

Home transitions to a read-only, archived state. You can still scroll through and read all your past messages, but you can no longer type in Home.
The message input area in Home is hidden, with a prompt directing you to start a new Chat instead.
All historical Home messages — your messages, bot responses, and past notifications — remain fully accessible.
New users will land directly on a new empty Chat rather than Home.

How are system notifications delivered?

Previously, system notifications (like helpdesk updates, escalation alerts, and announcements) were delivered to Home. With multi-chat enabled, every notification is delivered to a tagged Chat instead.

Each notification can carry a tag from its source (e.g., "Helpdesk Notifications", "Escalations"). The system routes the notification to a Chat that matches that tag.
If a tagged Chat doesn't exist yet or was previously deleted, it is automatically created when a new notification with that tag arrives.
Notifications that arrive without a tag are routed to a default Chat called "Announcements".
Tagged Chats look and behave just like regular Chats — they follow the same ordering (most recent message on top), and you can scroll through the full notification history within them.

Bell icon & deep-linking

Eligible notifications continue to appear in the bell icon notification panel.
Clicking a bell notification takes you directly to the specific Chat and message — even if you're currently viewing a different Chat.
The notification is marked as read once you navigate to it or manually dismiss it from the bell dropdown.

FAQs

Where do I land when I open Leena AI? If multi-chat is enabled, you land on a new empty Chat. Otherwise, you land on Home. Opening via a notification link takes you directly to the relevant Chat and message.

Will my leave request updates appear in the same chat? Yes — follow-up notifications appear in the Chat where you initiated the request.

What happens to empty chats? Chats with no messages are auto-deleted when you navigate away.

Does this work on all channels? Currently available on Web, MS Teams Tab App, Mobile, and Desktop apps only.

What happens to updates if I delete a chat via which I raised a request? The updates are sent to the relevant tagged Chat (or "Announcements" if no tag is present). If multi-chat is not enabled, they go to Home.

Can I still see my old Home messages after multi-chat is enabled? Yes. Home remains accessible in the sidebar in a read-only state. All your past messages, bot responses, and notifications are preserved — you just can't send new messages there.

What happens if I delete a tagged Chat (e.g., "Helpdesk Notifications")? The next time a notification with that tag arrives, the Chat is automatically re-created. No notifications are lost.

What if the notification message was deleted? If you click a bell notification and the underlying message has been deleted, you'll see an error indicating the message is no longer available.