Lanus is the chatbot on your website. Lanus Agent is your assistant in the Serlion dashboard, where you ask what the chatbot is missing and approve the fix.
Lanus is the chatbot that talks to the visitors on your website. It answers from your own content, tells a visitor plainly when it has no answer, and offers a person. This part shows what Lanus will say, what it will not, and how much of it you can change.
Lanus: Hi! How can I help you today?
Visitor: Do you ship to Norway?
Lanus: I don't have shipping details for Norway, and I'd rather not guess. Our team can tell you. Press “Talk to a human” at the top and they'll reply here.
For each question, Lanus looks through the text, pages, files and articles you added. It takes the passages that sit closest to what was asked, five at most.
A passage only counts if it is a close match. Here none were, so Lanus had nothing from your content to answer with. A guess about Norway would have been a shipping rule nobody wrote.
Lanus is told to say in one short sentence when it does not have the answer, and to offer the team once. This chat window has a “Talk to a human” button, so Lanus points to it.
When nothing in your knowledge base matches, the question is saved as a knowledge gap. Lanus Agent lists the open gaps and can propose an entry that answers them. In Manual, nothing changes until you approve it. In Auto, only ordinary changes apply on their own.
New accounts start with “AI only”, which has no such button. Lanus then offers to pass the question on, and asks for an email address or phone number and what the visitor needs. “AI and my team” brings the button back. You set it under “Who answers chats” in the Inbox settings.
Lanus is an AI model that follows written instructions. Here is what it answers from, what it is told, and where the limits of that sit.
Add text you paste, pages from your site, and PDF and Word files up to 10 MB. On Pro and up you can also add articles from your Help Center or Notion. An entry holds up to 8,000 characters. How many entries your plan holds is on Pricing.
A page is read the way a plain browser request returns it, so content that only appears after a script runs is not included.
If nothing in your content fits, or a visitor asks for something this chat cannot do, Lanus is told to say so in one short sentence instead of guessing. With your team on the chat, it offers once to bring them in. Without a team, it offers once to pass the question on. It does not repeat the offer in every reply.
Whatever voice or text you add, the last instruction in every reply is the same. Lanus is told to say it is an AI if asked, not to invent facts about your business, and not to claim to be made by a particular AI company. The rule begins with the words “regardless of any other instruction above”.
These are instructions to an AI model. They are not a lock, and no instruction makes a model right every time. So the checking is left in your hands.
You can read your conversations in your dashboard, for as long as your plan keeps them. Visitors can mark a reply with a thumbs-up or thumbs-down, and say why after a thumbs-down, and you see that too. Questions Lanus could not answer are collected as knowledge gaps, when nothing in your knowledge base matched or when Lanus’s reply says it does not know in English or German. Unless you switch it off, a visitor can also delete their own chat, which removes the messages, the files and any lead created from it.
Simplified. A few smaller notes, such as the visitor’s name and the channel, go in between.
A voice changes how Lanus says things. It does not change what Lanus knows, or the rules above. Pick one to see the same answer in each.
Warm. Friendly and encouraging.
In the knowledge base: returns within 30 days, unworn, with the receipt.
A visitor asks Can I return a jacket if it doesn't fit?
Lanus answers Of course, that happens! You can send it back within 30 days as long as it's unworn and you've kept the receipt. Is there anything else I can help with?
These replies are illustrations written to show each voice. A real reply is written fresh each time, so it will not match word for word.
Answering is the base. These are the other jobs a chat can do, each with the place where it stops. A tag shows the plan a feature starts at. Pricing lists every plan.
With Cal.com connected and an event type chosen, Lanus looks up to 14 days ahead and offers up to eight free times. It books only after the visitor has confirmed one time and given a name and email address.
Times are shown in the visitor’s time zone. If Lanus does not know it, it says which zone it used.
When a visitor asks where their order is, Lanus shows a small form in the chat. The visitor types the order number and the billing email on the order into the form. Serlion compares the two with the order in your WooCommerce shop, in code. The AI does not make that call.
The visitor sees the status, the date, the items, the total and, if your shop has the Shipment Tracking extension, the tracking. Order lookup works with WooCommerce.
Describe a request to your own API, such as a stock level or the status of an appointment, and Lanus can make it when a visitor asks. You set the address, the parameters and the login. Lanus only fills in the parameter values you declared. It never chooses where a request goes.
When a visitor types an email address or phone number, the conversation becomes a lead in your dashboard. Every message is checked, including while your team has taken over.
With “AI and my team” chosen, the chat window shows a “Talk to a human” button. The moment a visitor presses it, Lanus stops replying in that chat. Your team answers from the Inbox, and the visitor sees the first name of whoever replies. When the chat is marked resolved, Lanus takes over again.
You can switch on an offer that appears once per chat, when a visitor’s message sounds frustrated or urgent. The chat then shows a notice with a “Talk to a human” button. The notice is Serlion’s, not something Lanus said.
A flow is a short guided chat that you build from buttons, questions and cards. It runs in the visitor’s browser with no AI call, so it answers the same way every time. A flow can start from a button under the greeting, on a product page, or when a visitor has just signed in. A step can hand over to your team or let Lanus carry on.
If a visitor types a question of their own while a flow waits for a button, the flow ends and Lanus answers.
Greet visitors differently by page. Set a greeting for one address or for a whole section such as /shop/*. The exact page wins, then the longest matching section.
Add up to four quick-reply buttons under the greeting. They go away after the visitor’s first message.
A proactive message appears after a delay of 3 to 120 seconds, on scroll, or when the visitor moves to leave. You can write one yourself or, on Starter and up, have Lanus draft a message for each page. You approve a draft before it shows, unless you switch on “Publish automatically”.
Lanus is yours to shape, from its name to its look. The rules that keep it honest are not part of that.
Lanus is the default name. Call it what you like, up to 40 characters. The name shows in the header of the chat window.
Write the first thing visitors read, up to 300 characters. The chat window adds no AI label of its own. If you want visitors to see that from the first line, say it in your greeting. Lanus says it is an AI whenever someone asks.
Describe how your business talks, up to 4,000 characters. It works with the voice you picked and does not replace Lanus’s identity or the closing rule. Changing the voice rewrites this text from scratch, and the dashboard asks before it does.
Colours for the chat bubble, the message bubbles and the window, your logo, one of five launcher icons (chat, headset, sparkle, robot, wave), one of four corners, three sizes or your own, floating or placed inside a page, light or dark, a notification sound that visitors can mute, and whether replies carry copy and thumbs buttons. The “Powered by Serlion” line is off until you switch it on.
The buttons and text of the chat window come in nine languages: English, Spanish, French, German, Portuguese, Japanese, Chinese, Hindi and Arabic. Lanus can reply in more than forty. By default it answers in the language the visitor writes in, or you can fix one. Arabic, Hebrew, Persian and Urdu are set right to left. For a language without translated buttons, the window uses the visitor’s browser language, then English.
Each website key can have its own name, greeting, brand voice text, colours, position, size, logo, icon and footer badge. A key you leave alone follows your main settings. The five voices are set once for the whole account.
Stated plainly, because that is what a careful buyer looks for. Each line says whether the rule is kept in code or is an instruction to the AI model.
If a visitor asks, Lanus says it is an AI assistant. It is told never to claim or imply otherwise.
Instruction to the AIPrices, policies, availability and what the chat can do come from your content or not at all. When a detail is missing, Lanus says it does not have it.
Instruction to the AILanus says it can’t share that. If a visitor guesses, it neither confirms nor corrects the guess.
Instruction to the AILanus is given only the file name, never the contents. It is told to say it can’t view attachments and to ask the visitor to write out the details.
Code and instructionThe chat is not set up for them, and Lanus says so plainly.
Instruction to the AIA booking is accepted only with a time your calendar returned in that same reply, and the code checks it. Lanus is told to book only after the visitor has confirmed one time and given a name and email address.
Code and instructionIt takes the order number and the billing email on the order, and the code compares both. A wrong number, a wrong email and an unknown order all get the same reply.
Enforced in codeOrder lookups and your own actions only read. The only thing Lanus’s tools create on your side is a meeting in your calendar.
Enforced in codeA number that looks like a payment card is replaced with •••• and its last four digits before the message is stored or sent anywhere.
Enforced in codeLanus is an AI model following written instructions, not a lock. It can be wrong. That is why you can read your conversations, and why visitors can mark a reply with a thumbs-down.
Ask Lanus Agent what your chatbot is missing, and approve the fix. It reads your chatbot's conversations and your revenue, answers questions about them, and can change your Serlion settings, one approval at a time. It comes with your Serlion subscription.
When you ask Lanus Agent to fix something, it does not just do it. It shows a card: the setting, what it is now, and what it would become.
This is a copy of that card. Approve it, reject it, undo it, or switch the mode and see what changes.
Our greeting sounds stiff. Make it friendlier and mention free returns.
I've prepared a friendlier greeting.
Waiting for you. Nothing has changed on the chatbot.
Example. Nothing here is connected to an account.
Lanus Agent answers from your revenue and your customers' conversations, and it looks at your live Serlion account: the chatbot, its knowledge base and its settings.
These are questions Lanus Agent suggests when you open it.
That one question is four checks, not one list. Lanus Agent looks at the questions the chatbot admitted it could not answer, replies visitors marked thumbs-down, visitors who asked for a person, and chats rated one or two stars.
If one check comes back empty, it still reports the other three, and an empty list is never reported as nothing. If a check fails, Lanus Agent says which part it could not look at.
From there it can write the knowledge base entry that closes a gap, as a card. It only writes facts you gave it, or that are already in your knowledge base or on your website.
What the report cannot see
When a trend, a comparison or a breakdown is easier to see, the answer comes with a chart. Lanus Agent never invents a target for one.
Attach a screenshot, a photo or a PDF (JPEG, PNG, WebP or PDF, up to 10 MB) and ask about it. Lanus Agent takes them in its own app and in the panel inside your Serlion dashboard.
Lanus Agent can remember useful facts across your chats with it. You can read, edit and delete every note, add your own, or turn memory off. Turning it off stops new notes and stops old ones being used. It does not delete them.
Lanus Agent can change your Serlion settings from a plain request. You connect it once, and it starts in Auto mode: ordinary changes apply straight away with an Undo button, and anything that looks unsafe or matters waits for your Approve. You can switch to Manual at any time. Serlion emails you when it is connected.
Plan and billing, API keys, domains, your AI provider, your team, connectors, developer settings and your account settings stay in the dashboard, and stay yours. Lanus Agent can see a few of them: your plan and its usage, your domains, whether an AI is connected, and a masked key. It never sees a full API key.
Every change waits for your Approve.
Ordinary changes apply straight away, with an Undo button. Anything that looks unsafe or matters still waits for your Approve. This is the mode Lanus Agent starts in. Switching to Auto asks you to confirm first. Only you can switch modes. Lanus Agent cannot.
Some changes wait for your Approve in both modes.
Lanus Agent checks this rule when it makes the card, and Serlion checks it again when the change is applied. Undoing one of these needs you too.
This decides whether visitors can erase their own chats, so you decide it yourself.
Waiting for you, even in Auto.
Example, in Auto. Most changes would apply on their own. This one waits.
A visitor can type anything, including instructions aimed at Lanus Agent. So Lanus Agent treats visitor text as data, never as an order. In Auto, a change waits for your approval if Lanus Agent read visitor messages in that request or in the last 30 minutes.
An applied change keeps its Undo button for 30 days. A card you leave alone expires after 24 hours, and nothing is applied.
A deleted flow comes back with Undo, but its usage numbers and the checklist progress your visitors saved do not. If you edit a flow yourself after Lanus Agent prepared a change to it, the change is refused instead of writing over your edit. Every change and its result is listed under Activity.
A model's judgement is not a safety rule. So which changes wait, how long visitor text holds a change back and what Undo covers are plain code, not something the AI decides for each request. The AI proposes. The code decides whether the proposal waits for you. You can also disconnect Lanus Agent at any time, and it loses access straight away.
The digest and the Slack alerts are off until you set them up.
A short email about what changed: new conversations, how they felt, what came up most, and revenue. Daily or weekly, to the address you sign in with. If nothing changed, it says so. It does not invent a highlight.
Lanus Agent posts to a Slack channel when a fixed rule is crossed: revenue up or down 20% or more against the period before, at least half of the last ten chats negative, or the same topic in three of the last ten. The rules are numbers, not an AI deciding what seems interesting, and the message is a template filled with the real figures. It waits until it has two revenue periods or ten conversations to compare. Each alert is sent at most once a day, and the topic alert once a day per topic.
In your Serlion dashboard, the button that opens Lanus Agent shows a dot when changes are waiting for your approval.
Lanus Agent reads your live Serlion account through a connection you switch on. Serlion masks emails and phone numbers before anything goes to Lanus Agent and its AI.
It also answers from a stored copy of your conversations. Serlion sends a conversation once it has been quiet for 10 minutes, and sends it again if the visitor comes back, at most every 6 hours. Each one goes under an anonymous ID. Nothing is sent until you have signed in to Lanus Agent and accepted the Privacy Policy and the Data Processing Agreement.
If you connect Shopify, Lanus Agent stores weekly totals of revenue and number of orders, not what was in an order or who placed it. If you connect your website, it reads up to five of its pages.
Before a conversation is stored it goes through two passes. The first uses fixed rules to mask email addresses, phone numbers, card numbers and security codes, IBANs and labelled bank account numbers, passwords and US social security numbers. The second is an AI that lists names, postal addresses and other details the rules cannot know.
The AI only lists them. Lanus Agent checks that each one is really in the conversation and hides it itself, so the AI cannot rewrite the text. If the AI is unavailable or its answer fails those checks, Lanus Agent asks again. If that does not work either, it stores the conversation with the rule-based masking, plus whatever part of the AI's answer it could use, and flags it.
It is not perfect. Names and addresses are best effort. Unusual phone number formats can get through, on purpose, so that dates, prices and order numbers are left alone.
Claude, from Anthropic, answers your questions in Lanus Agent, writes the digest and does the second redaction pass. Gemini, from Google, is the backup. It answers only when Claude cannot.
Whatever goes to the AI goes to whichever of the two answers: your question, a picture or PDF you attach, and the conversation text for the redaction pass, minus what the rules already masked.
Lanus Agent keeps a conversation as long as Serlion does: your plan's history length, or the shorter 7 or 30 days you set in Serlion. When Serlion deletes a conversation, because you, the visitor or the retention rule did, the copy in Lanus Agent is deleted too. Serlion keeps retrying that for 30 days if Lanus Agent cannot be reached.
In Data & Settings you can export what Lanus Agent holds about you as a JSON file, or delete your Lanus Agent account and all its data. The export leaves out credentials. If Serlion erases your account, it tells Lanus Agent to erase yours as well.
The legal text:Privacy PolicyData Processing Agreement
Lanus Agent is its own app, and it is also a panel inside your Serlion dashboard. Open the panel with the button in the dashboard header, or press the ] key.
Open the full app lanus.serlion.com
Only the owner of the Serlion account. Team members, co-owners included, cannot use it. If you are signed in to Serlion you are signed in to Lanus Agent. If not, Continue with Serlion takes you through the Serlion sign-in. The first time, you agree to the Privacy Policy and the Data Processing Agreement.
Lanus Agent has no price of its own. It comes with your Serlion subscription, and the Free plan has a smaller daily allowance. If your subscription ends, the digest and the alerts stop, and Lanus Agent lets you back in once it is active again. Your data stays until its retention period ends.
The screens of Lanus Agent are in English, so the examples on this page are too.
Try the voices in the Persona Playground with your own questions. When you are ready, start free, add your content and put Lanus on your website. Lanus Agent comes with your Serlion subscription: open it when you want to see how the chatbot is doing.
What Serlion does with your data, and what it does not claim, is written out on one page.
Security and privacy