Answer order questions, verify customers, and escalate issues from one storefront widget connected to Shopify.
Lumen Support
Online
Hey there! 👋 I'm here to help you track your orders and answer questions. Just share your order number to get started!
Where is my order 1004?
Here's what I found for order #1004!
Fulfillment status: in_progress, you will be notified once the order is despatched. 😊
Confirmed
In Transit
Shipped
Delivered
Type a message…
Shopify data
Order and fulfillment lookup
Customer verification
Email check before details
Escalation-ready
Summary and ticket context
Guarded AI replies
State-based conversation flow
More than just "Where's My Order?"
Handle the repetitive post-purchase questions that usually become support tickets.
ORDER STATUS
Where's my order?
Your order #1047 has shipped and is currently in transit via UPS. Here's the tracking link so you can follow along.
Store Policies
What's your return policy?
Returns are accepted within 30 days of delivery. Items must be unused and in original packaging.
Tracking
What's my tracking number?
Your tracking number is 1Z999AA10123456784. You can track it directly on the UPS website.
Shipment Status
Has my order shipped yet?
Yes. Order #1047 has shipped and is currently in transit via FedEx.
Escalation
I want to talk to a real person
I’ve notified the support team with your order context. They’ll follow up as soon as possible.
Damage Report
My order arrived damaged
I’m sorry that happened. I’ve escalated this with your order details so the team can help quickly.
Identify
frustrated customers early
Detect sentiment, attempt de-escalation, and route risky conversations with context.
3,842
Total
Positive
62%
Neutral
21%
Negative
12%
Angry
5%
Recent Conversations
S
Sarah M.
"Thanks for the quick update! My package arrived today."
2m ago
Positive
J
James K.
"Can you check on order #4821? It says processing."
8m ago
Neutral
R
Richard L.
My package is late and tracking hasn’t moved.
8m ago
Negative
R
Rachel T.
"This is the third time I've asked about my refund."
14m ago
Angry
Your brand voice, built in
Choose a tone that fits your store while Lumen keeps the support flow consistent.
Luxe Avenue
Online
friendly
Where is my order?
Hey! Great news — your order is on its way! 🎉 It shipped yesterday and should arrive by Thursday. Here's your tracking link so you can follow along!
Awesome, thanks!
You're welcome! Let me know if you need anything else 😊
Type a message...
Luxe Avenue
Online
PROFESSIONAL
Where is my order?
Your order #1004 has been shipped and is currently in transit. The estimated delivery date is Thursday, April 10. A tracking link has been included below for your reference.
Thank you.
You're welcome. Please don't hesitate to reach out if you have any further questions regarding your order.
Type a message...
Conversations
become trackable tickets
Assign ticket numbers, track status, and keep unresolved conversations visible.
Support
Status at a Glance
Receive weekly summaries of conversations, deflection, sentiment, and escalations.
Analytics Overview
LAST 30 DAYS
Conversations
1,247
Deflection Rate
89%
Escalations
16
Built for
reliability, not just demos
Guarded flows, Shopify data checks, and privacy limits prevent invented order details.
AI conversation engine
Uses state-based flows for order lookup, verification, escalation, and support handoff.
STATE-BASED FLOW
ORDER DATA CHECKS
Hallucination guard
Checks order context before answering and avoids fabricated shipment details.
ORDER DATA CHECKS
EMAIL VERIFICATION
Privacy-First Architecture
Verifies customer details when needed and avoids storing customer emails in conversation records.
NO COOKIES
DATA RETENTION
Complex issues, handled gracefully
Escalate frustrated customers with conversation summary and order context included.
L
Luxe Avenue
Online
Escalated
This is unacceptable. My order still hasn't arrived and nobody is helping me. I've been waiting for over two weeks now.
I'm really sorry about this experience, Maria. Let me check on order #1042 right away.
I'm furious. I want to speak to someone who can actually fix this. This is the worst customer service I've ever had.
Your concern has been escalated to our support team. A team member will follow up with you shortly.
Type a message...
A Real Ticket System,Not Just Chat Logs
Every conversation becomes a trackable ticket with ITIL numbering and resolution tracking.
5 sentiment categories
Scores conversations from calm to angry.
Keyword + AI detection
Combines rules with AI analysis.
2 de-escalation attempts
Tries to resolve before handoff.
A78BFA
Tone-aware replies
Adjusts wording without changing safety rules.