Escalation limits
Monthly email escalation limits by plan and what happens when you reach them.
Each paid plan includes a monthly allocation of escalation emails.
Limits by plan
Each paid plan includes a generous monthly allocation of escalation emails. Pro+ includes a significantly higher limit than Pro. The Free plan does not include escalation.
You can see your plan's specific limit in the Lumen dashboard under Analytics. The count resets on the first day of each billing cycle.
What counts as an escalation
Each unique conversation that is escalated counts as one escalation email, regardless of how many messages were in the conversation or how many follow-ups occur.
If the same customer opens a new chat session and gets escalated again, that counts as a second escalation.
When you hit the limit
If you reach your monthly escalation limit:
- Lumen continues to answer order tracking questions normally
- New escalation requests will show a message like: "I'm unable to connect you with our team right now. Please email us directly at [your support email]."
- You'll receive a notification in the Lumen dashboard
Your order tracking functionality is never affected by escalation limits.
Monitoring usage
Track your escalation usage in the Lumen dashboard:
- Go to Apps → Lumen → Analytics.
- The escalation count shows your current month's usage vs. your limit.
Upgrading for more escalations
If you consistently hit your escalation limit:
- Pro → Pro+ gives you a significantly higher escalation volume
- If you need more, contact us at support@ironmint.studio to discuss custom limits
High escalation volume might also indicate that customers are asking questions Lumen could answer with better configuration. Check your Chat History for patterns — you may be able to reduce escalations by adjusting your AI persona or adding store context.