The tickets stop being yours.
Order tracking, returns, RMA and policy questions get finished end-to-end — in the shopper's language — and reach you only when a human genuinely should step in.
Today, without it
The same five questions, forty times a week.
Support isn't hard. It's relentless — and it arrives while you're doing something else.
Resolution, not deflection
It finishes the ticket instead of forwarding it.
Lumnya reads your live Shopify data and your own policies, so the answer is the actual answer — not a link to a help page.
Aurora Supply
Customer AI · online
Do you have this in medium? I need it by Friday.
Yes — 3 left in Medium, and express delivery lands Thursday. Want me to build the order?
Nordic Hoodie — M
€64 · express by Thu
grounded in your policies · escalates to a human when it should
The handoff
It knows when to get you.
Repeated frustration or a drop in the assistant's own confidence flags the conversation in Live Chats. You take over mid-thread with the whole history in front of you — and hand it back when you're done.
>refund order #1043 and email the customer an apology
… reading order #1043 · drafting refund + apology email
preview
Refund €42.00 (full) — order #1043
Email: “We’re sorry about the delay — your refund is on its way.”
Refunded & email sent · logged 14:32 · approved by you
The gap closes itself
Every question it fumbles becomes an answer.
The Self-Learning FAQ specialist collects the questions that stumped the assistant and drafts the missing entries for you to approve with one click. Support quality compounds instead of plateauing.
Agent memory — layers
per-store · isolatedEach agent's notebook
Private record it can share — others can't overwrite it.
A shared book of facts
Verified truths, stamped with author and confidence.
A fresh snapshot
Current data agents read instead of hitting your store live.
How it runs
Four steps, no project plan.
Turn it on
One app-embed toggle in your theme editor — no code, no theme surgery.
Point it at your policies
Your FAQ, shipping and returns rules become the ground truth it answers from.
It works the queue
Tracking, cancellations, returns and questions get resolved around the clock.
You get the hard ones
Only the conversations that genuinely need a human — with full context attached.
The honest edges
What it won't do
The honest edges — the same ones we'd tell you on a call.
Why it matters
Your inbox stops being the bottleneck.
The queue gets worked while you sleep. What's left is the part that needed you anyway.
Straight answers
Questions merchants ask about this one.
It says so and escalates instead of improvising. The conversation is flagged in Live Chats and you can step in as a human at any point — the shopper keeps the same thread.
It can run the cancellation, but only after the shopper is verified and within the rules you set. Anything consequential — refunds, order changes, customer emails — is confirm-gated: Lumnya proposes, you approve, and the action lands in an audit trail.
It answers in your customer's language and detects it automatically. The widget UI currently ships in English, Greek and German, with more on the roadmap.
The other four
Something else eating your day?
Private beta
Hand over this job first.
Join the private beta and be first in line when Lumnya opens to your store.