Assistant settings
Set the assistant's name, tone, reply length, avatar and persona.
Go to Apps → Lumen → Settings. Click Save after you make changes.
Bot name
The name in the chat header and greeting. Up to 30 characters.
Common choices: your store name ("Alder & Co. Support"), a friendly name ("Order Assistant") or just "Support".
Tone of voice
Available on every plan.
| Tone | Style |
|---|---|
| Professional | Business-appropriate and courteous |
| Friendly | Warm and conversational |
| Formal | Very professional and precise |
| Funny | Lighthearted and playful |
The tone also changes Lumen's fixed messages, such as greetings and verification prompts, in every storefront language.
Reply length
- Concise (default): direct answers in one or two short sentences.
- Standard: adds useful context and a clear next step.
Bot avatar (Pro+ and Scale)
Upload an image to show in the chat header. The image must be under 1 MB. Other plans use the default avatar.
AI persona (Pro+ and Scale)
Add your own instructions for the assistant, up to 500 characters. For example: your handling times, how you sign off, or topics to avoid.
A custom persona replaces the tone you picked. Leave it empty to use the tone. Don't put passwords, internal notes or customer details in it.
The persona can't override Lumen's safety rules. The assistant still verifies orders first, never invents dates and never promises order changes.
"Powered by Lumen"
Free stores show a small "Powered by Lumen" note in the chat and the tracking form. Pro and above remove it automatically.
Other settings on this page
- Widget setup: position and page visibility. See Appearance and position.
- Policy knowledge: a shortcut to your policies. See Policy knowledge.
- Human handoff: see Human handoff.
- Weekly reports (Pro and above): a summary email every Monday with ticket volume, resolution rate and shopper sentiment.