Top 50 questions
Where's my order, when does it ship, can I change the address. Repeat hourly.
→ AGENT HANDLESfor support, returns, and customer ops.
Answer in your tone. Logged in your CRM.
Tickets, chat, refunds, returns — answered in your voice, never invented, written back to the CRM as the agent works. Hands off to a human with the receipt.
app.luminflows.io / triage / chat
v1.4ORDER-18424AUTO · 0:42
CUSTOMER TRIAGEFROM · NORA @ WIDGET
Hey, the size 9 didn't fit. Can I get a refund? Order #18424.
STEPS · 5 / 5
Verify accountorder #18424 · matched0.1s
Read policy27 days · within window0.1s
RefundStripe · €42.000.2s
Reply in-toneempathetic · 1 line0.2s
Log to CRMSalesforce · case closed0.1s
RECEIPT ATTACHED
4 RULES · 0 OVERRIDESRECEIPT · ORDER-18424
SIGNEDAGENTCustomer Triage v2.1
INTENTrefund · sized wrong
TOOLSStripe · Salesforce
COST€0.022
SHA-256 · 4c81…d9a2✓ VERIFIED
A DAY IN THE LIFE
What your team actually does.
Customer ops is the only function that gets blamed for everything. Lumin takes the 90% of tickets that follow a script, handles them in your tone, and hands the 10% that don't to your team — with the full thread attached.
↓ these four lines run the day.
Refunds + returns
Within policy: refund and email. Outside policy: gather context, hand off.
→ AGENT HANDLESAccount updates
Address, payment method, plan changes. Verify identity, update CRM.
→ AGENT HANDLESHard conversations
Angry customers, complex escalations, regulatory complaints. Always human.
→ STAYS HUMANTHE AGENT · CUSTOMER TRIAGE
nothing is hidden.Customer Triage, step by step.
INPUT
Chat
from order #18424
PARSE
Intent
refund · sized wrong
PLAN
Verify
account · order · policy
GUARD
Window
27 days · pass
TOOL
Stripe
refund · €42.00
TOTAL · 0.7S · 4 RULES · 0 OVERRIDES · RECEIPT ORDER-18424Read the receipt →
CHANNELS · CUSTOMER OPS
Where your customer ops work actually lives.
Customers reach you on whatever channel they use for everything else. Lumin meets them there — same tone, same context, every time.
IN · WHERE WORK ARRIVES
Email
Live chat · widget
WhatsApp
SMS
Instagram DM
Facebook · Messenger
Phone · voice
App in-product
OUT · WHERE WORK LANDS
CRM · Salesforce
Zendesk · Intercom
Helpdesk · Front
Stripe · refunds
Shopify · order edits
Slack ops channel
Loyalty program
Email to customer
WHAT OPERATORS SAY
— from Petra after Q1.
“Our CSAT didn't drop. It went up twelve points. Turns out, instant answers + a real receipt > a tired human at 11pm.”
PV
Petra Vogel
HEAD OF CX · HELIX CARE
FAQ · CUSTOMER OPS
The questions customer ops leaders ask.
01Will it sound like us?
Yes — Lumin learns your tone from your existing reply corpus and your style guide. You approve every prompt before it goes live.
02What about complex cases?
Anything outside policy, anything emotional, anything escalated — hands off to a human with the full thread + the receipt. Never invents an answer.
03Does it integrate with Zendesk / Intercom / Front?
Yes, all three native. Salesforce Service Cloud, Kustomer, Gorgias, Freshdesk too. Your tickets stay where they are.
04How fast is the chat agent?
First token in 200-400 ms. Full reply under 1s for 92% of conversations. Tracked + visible in Reports.
READY WHEN YOU ARE
Ship your customer ops agent this month.
we’ll bring the receipts.
Book a demoor email ops@luminflows.com