Chats
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
Differences in Chat vs Home
| Feature | Chat | Home (erstwhile) |
|---|---|---|
| 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 |
| Chat window width (desktop) | Max width ~800px (in line with accessibility guidelines) | Max width ~1560px |
| Chat Context | Entire conversation in chat as context is segregated in each chat | Only last 6 hours of messages considered to prevent context overload |
| Bot & User Avatars | Can be customized and displayed in header only | Can be customized and displayed in header as well as alongside chat |
| Background Image | Not possible to add to allow agent reasoning and response to be streamed without requirement of chat bubble | Available as a branding option |
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.
Updated about 1 month ago