Human handoff
Choose what Lumen tells shoppers when they need your team.
Human handoff decides what Lumen tells a shopper when a ticket opens. It's available on every plan. Go to Apps → Lumen → Settings → Human handoff.
Either way, the ticket is always logged in Tickets, so you know about it.
Handoff on
Lumen tells the shopper your store team has the request and gives them the ticket number:
I've passed this to the store team as IN00012 for order #1042. They'll reply to the email on your order.
On Pro and above, if you set an escalation email, Lumen also emails your team for every new ticket. See Email alerts.
Use this when someone on your team checks Tickets or the escalation inbox regularly.
When handoff is on, shoppers expect a reply. Check Tickets every day, or set up email alerts on Pro and above.
Handoff off
Lumen still opens the ticket, but doesn't promise a follow-up. It gives the shopper your support contact and asks them to mention the ticket number:
This store doesn't take requests through chat. Please contact them at support@yourstore.com and mention order #1042. I've noted it for them as IN00012.
The contact is the one you share under Support contact (below). If you don't share one, Lumen uses your store's contact page, https://your-store.com/pages/contact.
No ticket emails are sent while handoff is off.
Support contact
Turn on Allow support contact to let Lumen share how to reach you. Choose:
- Email address, such as
support@yourstore.com, or - Website URL, such as
https://yourstore.com/contact.
Lumen uses this contact when handoff is off, when a policy isn't published, and for questions it can't answer. It's available on every plan.
Which should I choose?
| Your setup | Suggested |
|---|---|
| You check Lumen's Tickets or the escalation inbox daily | Handoff on |
| You already run a help desk or another chat app and want shoppers to contact you there | Handoff off, with your support contact shared |