LuumenAI acts under your identity. Before it can read a ticket or update a record on your behalf, you connect your own account to that integration. Actions carry your identity into the external system, and Luumen holds a reference to the connection rather than your password or token.
Connect to An Integration
Select Integrations in the left-hand navigation, click Connect for an integration that has been enabled by an Admin or Owner.
You can also request an integration at the top right.
How you connect to an integration depends on how the provider authenticates. Luumen opens the provider's required details. This information is encrypted by Luumen and never exposed.
Example:
If successful, you will see a message saying Your account is connected - agents can now use integration name. The integration will also show up under the Connected integrations list. LuumenAI and agents can now use the integration.
If you have issues setting up an integration please contact us at [email protected].
Integration Connection States
State | What it Means | What to Do |
Connected | Working. LuumenAI can use this integration under your identity. | Nothing |
Connecting | Waiting for the provider to confirm. | Finish the sign-in process |
Sign-in failed, reconnect this account | The provider rejected or expired your sign-in, for example after a password change or token rotation. | Click Connect again |
Connection timed out | The browser sign-in was not completed in time. | Try again |
Disabled | An admin disabled the integration for the organization. | Speak to an Admin or Owner. |
Disconnect an Integration
Open the integration and click Disconnect. This only affects your account: your connection is removed, and LuumenAI can no longer use this integration on your behalf. Other members' connections and the organization's policy are unchanged. You can connect again at any time.
Request an Integration
If the integration you need is not enabled for your organization, click Request an Integration. Find the integration you would like to enable. You may also add a reason for requesting the integration. This request can be viewed and approved by an Admin or Owner.
Enterprise Connectors and Integrations
A small set of connectors and integrations are available only on Enterprise plans:
The SAP connectors (SAP BTP and SAP BTP Admin)
Dynatrace
ServiceNow
Please see Enterprise connectors or contact us at [email protected].