Frequently asked questions

The duration before the closing of a pending conversation is the number of days before the automatic closing of a conversation. The conversation will have the status "on hold" which means that an agent has responded to a client and that your team is waiting for a response. Without a response, the conversation will automatically switch to "closed" status in order to no longer appear in your dashboard.

However, it remains visible if you wish to consult it again. A new response from the customer after this delay will pass the conversation to "open" status.

The URL of your dedicated space will be defined when you register for luminjo. By default, this takes the name of your company entered when you sign-up. But in the registration form, you have the option to customize your URL which is in the form "companyname.luminjo.com".

Once registration is finalized, you may still edit your URL if you wish

We take pride in the security of your data. These are stored on our secure servers. Your data will remain completely confidential and will never be disseminated to third parties.

Your luminjo account will soon be available in several languages. You can use it with all your customers, even if they do not speak English.

Your luminjo account is accessible from any device using an internet connection. You can answer your customers from your smartphone, just as easily from your tablet or your computer.

Luminjo online customer support software is aimed at companies and others in contact with customers and/or prospects. Luminjo serves as a link between the questions of your clients and your team. Whether you are an SME, TPE, communities, associations ... Provide quality support to all your contacts thanks to the many features of luminjo.

As an administrator you can define the settings of your luminjo account, you have the possibility to choose whether or not to receive notifications by e-mail or directly in your web browser. For that, nothing more simple, you just have to check or uncheck the options that you want.

It is possible to manage several accounts easily on luminjo. As an entrepreneur, you may be at the head of several companies. Which in turns means you may have several different customer needs. You can easily create several luminjo accounts and add the corresponding agents to each of your companies.

If you have activated the notifications by e-mail, you will receive an e-mail for each new conversation received. Within this same e-mail, to save time, you can respond directly by email to the conversation. Rest assured all exchanges will be saved in your luminjo dashboard. Automatically the conversation will update it's status to pending(because waiting for a response from the customer).

For security reasons, at any time in your account settings, you can change your password. Simply enter your old password and choose a new password. In case you forgot your password, click on "forgot?" when logging in. You will be prompted how to access your luminjo account.

You may be flooded with conversations by your customers. A conversation seems to be a priority? Do not panic, you have a search bar at the top right of the luminjo dashboard. Click on the magnifying glass and type in your query. The search engine will then present all the conversations containing the word or words typed.

To change the role of an agent, you must be a luminjo account administrator. Agents' role management is set in the list of your agents. Simply click on the pencil at the line corresponding to one of the agents and change its role (for example from "agent" to "super agent").

When you create your account, you receive your personalized URL luminjo. From this URL, you access your login screen. If you prefer, you can log in from luminjo's website as well. In the menu above, go to the "sign in" tab. With your username and password, you can then sign in and will be directed your luminjo dashboard.

On the luminjo dashboard, at the top right, you will recognize the icon "on/off". In just a click, you will be logged off of your luminjo account.

As an administrator, it is essential to properly configure your luminjo account settings. The duration before closing a pending conversation should be chosen wisely. By default, a pending conversation is present for a duration of 30 days before being closed. If you do not do anything, the customer associated with this conversation receives a mail 7 days before the closing to notify him that his request is still pending.