Chat behavior
Configure how Lumen interacts with customers — response style, session handling, and more.
Control how Lumen communicates with your customers.
Response style
Lumen generates natural-language responses by default. On the Pro+ plan, you can fine-tune the AI persona to match your brand voice. See AI Persona for details.
On Free and Pro plans, Lumen uses a friendly, professional tone that works well for most stores.
Session handling
Each chat session starts when a customer opens the widget and ends when they close it or navigate away from your store.
Within a session:
- Lumen remembers the conversation context
- Customers can ask follow-up questions without repeating information
- Multiple orders can be discussed in sequence
Sessions are not preserved across visits. If a customer returns to your store later, they start a fresh conversation.
Typing indicator
When Lumen is processing a query, customers see a typing indicator (animated dots) to show that a response is being generated. This typically lasts 1–3 seconds.
Auto-open behavior
By default, the chat widget shows as a bubble that customers must click to open. Lumen does not auto-open or show pop-up messages, which helps avoid interrupting the shopping experience.
Chat history
Merchants can view past chat sessions in the Lumen dashboard:
- Go to Apps → Lumen → Chat History.
- Browse sessions by date.
- Click on a session to see the full conversation.
Chat sessions are automatically deleted after 90 days as part of Lumen's privacy policy.