Escalation email alerts
How escalation email alerts work on paid Lumen plans.
Escalation emails are a paid-plan capability, not a separate email quota.
Availability by plan
| Plan | Escalation tickets | Email escalation alerts |
|---|---|---|
| Free | Yes | No |
| Pro | Yes | Yes |
| Pro+ | Yes | Yes |
Free stores can still review escalation tickets in the app. Pro and Pro+ stores can also send email alerts to the configured support inbox.
What counts as an escalation
Each unique conversation that is escalated counts as one escalation in Analytics, regardless of how many messages were in the conversation.
If the same customer opens a new chat session and gets escalated again, that can appear as another escalation.
What the counter means
The escalation count helps you monitor support pressure. A higher number can mean:
- Customers are asking for actions Lumen cannot perform, such as refunds or address changes.
- Shipping delays or fulfillment issues are causing frustration.
- Your store policies need clearer wording in Lumen settings.
It does not mean Lumen has reached a separate escalation email allowance.
How to reduce avoidable escalations
- Keep Shopify fulfillment and tracking data up to date.
- Add clear return and shipping policy text on paid plans.
- Use Pro+ persona instructions for store-specific support boundaries.
- Review Tickets to find repeated questions customers ask.
Order tracking still depends on your plan's monthly conversation limit. Escalation email alerts do not have a separate published monthly quota.