Your first conversation

Here's what happens when a customer interacts with Lumen on your storefront.

The customer experience

1. Customer Opens the Chat

When a customer clicks the chat bubble on your storefront, they see a welcome message and a text input field. The widget opens as a compact chat window that doesn't interrupt their browsing.

2. Customer Asks About Their Order

The customer can ask in natural language — they don't need to know exact order numbers or follow a specific format. Common queries include:

• "Where is my order?"
• "I ordered 3 days ago, when will it arrive?"
• "Can you check order #1042?"
• "What's the status of my latest purchase?"

3. Lumen Looks Up the Order

Lumen searches your Shopify store for the customer's order using:

• Order number (if provided)
• Email address (if provided)
• Recent orders associated with the browsing session

This lookup happens in real time against your live Shopify data.

4. Lumen Responds

Instead of a raw status code, Lumen generates a natural-language response. For example:

"Your order #1042 shipped on February 20th via USPS. The tracking shows it's currently in transit and the estimated delivery is February 26th. Here's your tracking number: 9400111899223847563."

5. Follow-Up Questions

Customers can continue the conversation naturally:

• "Can I get the tracking link?"
• "What about my other order?"
• "I haven't received it yet, it's been 10 days."

6. Escalation (If Needed)

If the customer is frustrated or Lumen can't resolve the issue, it offers to connect them with your support team. If the customer agrees, Lumen sends the full conversation — including the order details and customer's messages — to your escalation email.

What Lumen can and can't do

Lumen handles:

• Order status lookups
• Tracking information and carrier details
• Estimated delivery dates
• Multiple orders per customer
• Follow-up questions in the same session

Lumen does not:

• Modify orders (cancel, refund, or change items)
• Process returns or exchanges
• Answer questions unrelated to orders (product questions, store policies, etc.)
• Access orders from other platforms (only Shopify)

When a customer asks something outside Lumen's scope, it clearly communicates what it can help with and offers to escalate to your support team.