Turn customer issues into owned support work
Support requests, structured triage, status, assignment, customer context, messages and escalation connected to Luminum channels and Customer Agents.
A connected outcome, not another isolated tool.
Give every issue an owner, a status and the conversation history needed to resolve it.
What Support includes
Every capability below is grounded in the current Luminum platform. Availability still depends on the enabled organization configuration and provider readiness.
Structured cases
Track issue state, priority, ownership and customer context.
Conversation history
Keep support messages and relevant channel activity attached to the case.
AI-assisted triage
Use an approved Customer Agent to gather facts and escalate urgent cases.
Human handoff
Transfer the full conversation and collected context without asking the customer to repeat it.
How work moves through Luminum
Capture
A customer requests help through an enabled channel.
Connect
Luminum resolves the contact and opens or updates the case.
Act
Automation or a Customer Agent gathers structured context.
Learn
A team member owns resolution and closes the accountable record.
Connected features
These capabilities share organization-scoped data and permissions with Support.
Boundaries to know
- Support quality still depends on clear ownership and escalation policy.
- AI triage must hand off cases outside its authority, evidence or urgency boundary.
Support FAQs
Yes. Support uses the same organization, permissions, contacts, events and audit history as the other enabled Luminum capabilities.
No. Luminum enables and configures only the capabilities, providers and workflows the organization actually needs.
Make Support part of one working system.
We’ll map the customer journey, enable the right Luminum capabilities and implement the website, integrations and automations around them.