Setup checklist
Finish setting up Lumen from the dashboard checklist.
After installing Lumen, open Apps → Lumen. The Home dashboard has a setup checklist. Its steps follow the option you chose under How customers track orders.
The Lumen admin
The left navigation has these pages:
| Page | What it's for |
|---|---|
| Home | Storefront mode, setup checklist, this week's results, shipment sync, current plan |
| Conversations | Every shopper session from chat, the tracking form and the tracking page |
| Tickets | Requests and problems that need your team |
| Policy knowledge | The shipping, return and other policies the assistant answers from |
| Settings | Assistant name, tone, reply length, widget position, human handoff, weekly reports |
| Pricing | Your plan and plan changes |
| Analytics | Results over time and CSV export (Pro and above) |
The admin is in English only. Your storefront can be in four languages.
Checklist steps
Turn on the chat widget
Shown when the chat assistant is on. The step opens the Theme Editor. Switch on the Lumen Chat Widget app embed and click Save.
The step ticks itself as soon as the embed is on your published theme. You don't need to visit the storefront first.
Add the order tracking form to a page
Shown when the tracking form is on. The step opens the Theme Editor so you can add the Lumen Order Tracking block. See Tracking form block.
The step ticks itself once the block is on a page of your published theme.
If you don't want to design a page, link the ready-made tracking page instead.
Configure your assistant
Shown when the chat assistant is on. Open Settings and set the bot name, tone and reply length. See Assistant settings.
Turn on human handoff, or set the escalation email
On the Free plan, turn on Human handoff in Settings. On Pro and above, also add the escalation email that receives an alert for every new ticket. See Human handoff.
Publish your store policies
Open Policy knowledge and publish your shipping and return policies, or import them from Shopify. The assistant only answers policy questions from published policies. See Policy knowledge.
Shipment sync
The Shipment sync card on the dashboard shows how many tracking numbers Lumen knows about. Lumen needs these to find an order when a shopper enters a tracking number instead of an order number.
- New shipments are added automatically when you fulfill orders.
- Click Import shipments once to add the tracking numbers of past orders. If the import stops part-way, click Continue import.
- Click Sync now at any time to check for anything missed.
Lookups by order number don't depend on this sync.
Check that it works
Run the test in Test with a real order. If something doesn't appear, see Troubleshooting.