Lumi answers website visitors after hours and captures the inquiries your team needs to follow up

Use an AI Concierge as the first response after hours

Lumi is the AI Concierge that represents your business on your website when employees are unavailable. Visitors can ask questions through text chat or, when enabled by plan and settings, use speech input and hear spoken responses. Lumi answers from information your business has approved for public use, records the conversation, and offers an inquiry form when human follow-up is appropriate. This is the practical foundation for an after-hours website response strategy: answer what is already documented, capture what requires a person, and preserve the context for the next working day.

The distinction matters. An ordinary contact form asks visitors to leave a message without first helping them. Lumi for your website can answer documented questions immediately, show relevant offering or product cards, suggest multilingual starter questions, and retain the conversation behind a submitted inquiry. A visitor therefore gets useful assistance before deciding whether to leave contact details, while your team receives more context than a blank message box normally provides.

Build reliable answers from information your business controls

Lumi’s text chat answers only from approved public knowledge. During website discovery, the system can read up to 25 pages and organize the material into pending knowledge items. Your business reviews that information before it becomes answerable. This approval step prevents unreviewed website material from automatically becoming a customer-facing response, and Lumi gives no answer from a knowledge item until it has been approved.

Missing details should become a content task rather than an invitation to improvise. A fitness business, for example, should document required preparation before expecting the concierge to handle missing class prerequisite questions. A retailer should publish precise instructions before relying on Lumi to resolve return packaging policy gaps. In both cases, the quality of the after-hours answer depends on the quality and approval status of the source information.

Lumi can also match business-owned website photos to offerings and use rich cards selected from approved references. Public cards use images from the business website, merchant uploads, or a connected SHOPLINE catalog; they do not use AI-generated images. Website photo matching applies a 0.8 confidence minimum and rescans weekly.

Capture the inquiry without losing the conversation

When a visitor needs a person, Lumi can present an optional in-chat lead form configured for that business. The form gathers the visitor’s name and contact information along with their organization and the issue they want to solve. The resulting record stays linked to the visitor and conversation instead of arriving as an isolated message.

Email notifications can be sent in the recipient’s language to a configured group of no more than five people. Optional SMS is available for high-intent inquiries when an SMS provider has been configured. This gives the right staff visibility without requiring someone to watch the website conversation dashboard throughout the evening.

Offer useful next steps instead of a dead end

After-hours service should help visitors progress, not merely acknowledge them. Lumi can open the business’s scheduling URL and record that the booking process was started. The destination can be any scheduling link configured for the business. That event shows intent, but it does not prove that an appointment was completed.

The same principle applies across industries: answer the public question, then offer the correct next action. A beauty business can make current rates and operating rules available before visitors submit after-hours beauty price and policy inquiries. A commercial contractor can document service areas and then collect details through a process for checking electrical coverage after hours. An automotive business can explain published conditions and preserve context when someone is asking about vehicle retest requirements. Lumi provides the concierge and inquiry flow; each business remains the authority for its own policies, prices, eligibility rules, and services.

Serve product shoppers after hours with connected SHOPLINE data

For a business that connects its SHOPLINE store, Lumi uses synchronized catalog information to answer product questions. It can help shoppers find relevant products and manage the real store cart during the website conversation. Rich cards can show product information and business-owned images drawn from the connected catalog.

This connected experience is stronger than a generic product chatbot because it uses the merchant’s catalog rather than inventing merchandise. It also keeps the product discovery and cart interaction inside a conversational flow, which is particularly useful when staff are unavailable to answer routine shopping questions.

Product answers are only as complete as the connected catalog and published supporting material. If shoppers regularly ask where ingredients come from, that source information should be documented before expecting Lumi to answer beauty ingredient-source questions after hours. The right approach is to close the knowledge gap, approve the new information, and then retest the conversation.

For businesses in Orange County, Los Angeles, and San Diego, CA

In these busy Southern California markets, customers often compare service providers, retailers, and appointment-based businesses online after normal working hours. A delayed response can leave a visitor without the information needed to take the next step. Start by reviewing the questions your website should answer about services, pricing, availability, service areas, policies, and preparation requirements. Approve clear public knowledge for Lumi, then test an after-hours inquiry from initial question through form submission and email notification. Assign specific staff to review captured conversations and follow up promptly on the next working day.

Test the complete after-hours path before relying on it

A strong launch test covers more than whether the chat window opens. Test a question with a clear approved answer, a question whose answer is intentionally absent, a submitted inquiry, the notification email, a scheduling-link handoff, multilingual starter questions, and voice if it is enabled. Businesses preparing for a seasonal return should follow the same discipline when testing after-hours answers before reopening.

Voice input converts speech to text and has been verified in English, Traditional Chinese, Japanese, and Spanish. Audio uses WAV at 16 kHz with a 20 MB cap, and occasional Traditional Chinese mishearing has been observed. Voice output has also been verified in those four languages, with one voice configured per business and language directed through instruction. Text chat has been verified across 12 languages.

Lumi runs in a private merchant workspace containing knowledge management, conversations, inquiries, first-party Customer Intelligence analytics, Business Lumi, team management, and billing. Customer Intelligence associates an inquiry with the visitor, session, and conversation. Lumi supports subscriptions and trials with monthly AI credits and optional top-ups; the tested top-up is 100 credits for $12.

Lumi is a product in the OceSha ecosystem and is powered by OceSha. OceSha Ventures builds and operates AI-first solutions spanning course creation, branded academies, AI assistants such as Lumi, and business intelligence. Lumi is not a separate legal entity or seller; billing is handled by OceSha Inc. If you need to discuss your website, knowledge, voice requirements, or scheduling workflow, contact the Lumi team about your setup.

The bottom line