AI Agent

Your AI agent (called Lumi unless you rename it) answers new chats right away, around the clock. When it can't help, or the visitor needs a person, it hands the chat to your team with a summary.

Set it up in Settings → AI agent, and switch it on with Lumi answers first. Live chat must be on.

What it knows

• Your board, roadmap and changelog, on every plan. It sees them exactly as the visitor would, so private feedback stays private.
• Your docs (Pro), under Docs it answers from:
  • Websites: give it a start URL and it reads up to 200 pages under it (up to 10 sites). Sites are re-read weekly, or click Re-crawl. Pages behind a login are skipped.
  • Documents: upload PDFs (up to 300 pages), Word files (.docx), or text and Markdown files, up to 50 per workspace. Only the text is kept.
• Images and PDFs visitors send in the chat, like a screenshot of an error.

What it does

• Answers questions in the visitor's language.
• Links to existing feedback posts, and creates a new post after the visitor agrees.
• Hands off to your team when the visitor asks for a person, has an account, billing, refund, access or security question, is upset, or when it can't help. Your team gets an internal note summing up the chat. It also hands off after 10 replies in one chat.
• Resolves the chat once the visitor confirms they're done. A new message from the visitor reopens it.

It never makes up features, dates, prices or links, and visitor messages can't change its rules.

Spam: first messages are screened. Spam goes to the inbox's Spam view without an AI answer or a team notification.

Name and look

Under Name and look, choose its name, one of ten looks (Pebble, Bubble, Bot, Owl, Cloud, Cat, Ghost, Sprout, Bulb, Planet), its color and eyes, with a live preview. On Pro you can Use your own images: a square image for light mode (at least 96×96), and optionally one for dark mode.

Usage

Each conversation the AI answers counts toward a monthly allowance. Settings shows how much you've used ("3 of 25 AI chats used this month"):

Free workspaces also get a 14-day trial, from their first conversation, with 200 AI chats and answers from your docs. When the allowance runs out, the AI pauses and new chats go straight to your team; the inbox warns you at 80%.