Email setup

Set up the email address that receives escalated customer conversations.

Configure escalation email

1. Go to Apps → Lumen → Settings.
2. Find the Escalation section.
3. Enter your support team's email address.
4. Click Save.

You can use any email address — a shared inbox (e.g., support@yourstore.com), a helpdesk email (e.g., your Zendesk or Freshdesk forwarding address), or a personal email.

Using a shared inbox

For teams, we recommend using a shared inbox or helpdesk integration:

• Shared inbox (Google Groups, Outlook shared mailbox) — Multiple team members can see and respond to escalations.
• Helpdesk (Zendesk, Freshdesk, Help Scout) — Escalations automatically become support tickets in your existing system.

Set the escalation email to your helpdesk's inbound email address, and escalations will appear as new tickets.

Email format

Escalation emails are sent from Lumen's system and include:

• Subject line: "Lumen Escalation — Order #[number] — [Customer Email]"
• Body: Full conversation transcript, order details, and escalation reason
• Reply-to: Set to the customer's email address, so hitting "Reply" goes directly to the customer

Testing escalation

To verify your email setup is working:

1. Visit your storefront and open the Lumen chat widget.
2. Type something like "I want to talk to a real person" or "I need a refund."
3. Lumen will offer to escalate — follow the prompts.
4. Check the escalation email inbox for the test email.

Changing the escalation email

You can update the escalation email at any time in Apps → Lumen → Settings. The change takes effect immediately for all future escalations.