Conversations
See every shopper session from the chat, tracking form and tracking page.
Conversations lists every shopper session, from all three channels, with what happened. Go to Apps → Lumen → Conversations. It's available on every plan.
The summary cards
| Card | Meaning |
|---|---|
| Conversations | Sessions in the selected date range |
| Handled by Lumen | Share of sessions that needed no ticket |
| Needs you | Sessions with an open ticket |
| Not helpful | Sessions where a shopper gave a thumbs-down |
Outcomes
Each conversation has one outcome:
| Outcome | Meaning |
|---|---|
| Handled by Lumen | No ticket was needed |
| Needs you | A ticket on it is still open |
| Handled by your team | It had tickets, and all of them are resolved or closed |
| Left early | The shopper left before any order was looked up |
Channels
- Chat widget: the AI chat bubble.
- Tracking form: the Lumen Order Tracking block on one of your pages.
- Tracking page:
/apps/lumen-widget/track.
Filters
- Search by order number.
- Channel: chat widget, tracking form or tracking page.
- Outcome: any of the four outcomes.
- Feedback: Not helpful or Helpful.
- Date range: last 7, 30 or 90 days.
Tip: filter by Not helpful to find answers that missed the mark. Often a policy is missing or unclear in Policy knowledge.
A single conversation
Open a conversation to see:
- A summary of what happened.
- Details: channel, order number, shipment state, start time, last activity, number of messages, sentiment and feedback.
- Tickets linked to it, with type, reason, status and when each opened.
- The transcript, with email addresses, card numbers and phone numbers masked.
How long conversations are kept
Conversations are deleted automatically after 90 days on the Free plan and 180 days on paid plans. See Data handling.
A conversation in this list isn't the same as a counted conversation for billing. For billing, one shopper counts once per 12 hours, across chat and form. See Plans and pricing.