Help & Support widget
The Help & Support widget is a floating button in the bottom-right corner of every Luminous page. Click it to open a compact panel.
Availability: The widget is rolling out progressively. If you do not see the bubble, your account will receive it when it becomes available — no action needed.
The Home screen
When you open the widget you land on the Home screen. From here you can:
| Option | What it does |
|---|---|
| Search for help | Opens the Luminous knowledge base in a new tab so you can browse and search articles. |
| Start a Chat | Opens the embedded AI assistant (see below). |
| Browse the knowledge base | Opens the Luminous guides & how-tos. |
| View all my tickets | Opens the support ticket portal. |
| Talk to a human (if shown) | Routes you directly to the Luminous support team via the ticketing system. |
If you have previous support conversations, the three most recent appear below the main buttons so you can pick up where you left off.
Chatting with the AI
- Click Start a Chat on the Home screen.
- The panel switches to the Chat view, where the AI assistant loads automatically.
- Type your question. The assistant already knows which Luminous page you are on, so you can ask contextual questions like "why is this fulfillment order stuck?" without pasting extra details.
- To go back to the Home screen, click the ← back arrow at the top of the chat view.
The chat session stays alive for the rest of your browser session — navigating away and reopening the widget picks up the same conversation.
Escalating to a human
If the AI cannot resolve your issue, it will offer to connect you to a Luminous support agent. Accepting opens the human-support ticketing system automatically. You can also click Talk to a human on the Home screen directly (if your account has this enabled).
The Messages tab
The Messages tab (bottom of the widget) shows all of your open and closed support tickets. Each ticket shows:
- Ticket title and number
- Date opened
- Status badge: e.g. Waiting On Customer, Resolved, or Chat With AI for AI conversations (filter the list with All / Open / Waiting / Archive / Closed)
Click any ticket to open the full conversation thread.
Unread badge
A red badge on the widget bubble (and on the Messages tab) shows how many tickets have unread replies from the Luminous support team.
Frequently asked questions
The bubble is not visible in my account. The widget is rolling out progressively. It will appear automatically when enabled for your account.
Can I still email support? Yes — email help@joinluminous.com at any time.
What if I don't see 'Talk to a human'? That option is enabled per-account. If it is not shown, use the AI chat and ask to be connected to a human, or email support directly.