Setup guide

After installing Lumen, configure the settings that affect what customers see and how your team receives escalations.

Accessing the Lumen dashboard

1. In your Shopify admin, go to Apps → Lumen.
2. Use the left navigation to open Settings, Tickets, Analytics, or Pricing.

Basic configuration

Bot name and tone

In the Settings tab, you can set:

• Bot name — The name displayed in the chat header, such as your store name or "Support".
• Tone — The response style Lumen uses when answering customers.

Escalation email

Set the email address where Lumen should send escalated conversations:

1. Go to Settings → Escalation.
2. Enter your support team's email address.
3. Click Save.

When Lumen detects a frustrated customer or can't resolve a query, it sends the full conversation context to this email so your team can follow up.

Plan selection

Lumen starts on the Free plan. To upgrade:

1. Go to Pricing.
2. Choose Pro ($29/month) or Pro+ ($69/month).
3. Confirm through Shopify's billing system.

All paid plans include a 7-day free trial. See Plans & Pricing for a detailed comparison.

Theme editor settings

Some widget settings are configured directly in the Shopify Theme Editor:

1. Go to Online Store → Themes → Customize.
2. Click the App embeds tab.
3. Click on the Lumen Chat Widget to expand its settings.

From here you can adjust:

• Widget position
• Widget colors
• Widget visibility

See Widget Customization for detailed instructions.

Verify everything works

To confirm Lumen is working correctly:

1. Visit your live storefront.
2. You should see the Lumen chat bubble in the bottom corner.
3. Open the widget and type something like "Where is my order?"
4. Lumen should ask for an order number.
5. After you provide the order number, Lumen should ask for the customer email before showing details.
6. After the correct email is provided, Lumen should show the order status or tracking details.

If the widget doesn't appear or orders aren't found, check the Troubleshooting section.