LumaBot

LumaBot

Leverage your website and give patients more control over their healthcare journey with Luma Health’s LumaBot. When LumaBot is embedded on your website, patients can take action without having to call your office staff for assistance. That means patients spend less time on hold waiting to speak to someone, and office staff spend less time fielding the same questions throughout the day. LumaBot appears on websites as a floating action button that, when clicked, opens a widget where patients can engage with your clinic independently. Through LumaBot, patients can take actions such as scheduling appointments, registering as a new patient, and more, without picking up the phone to speak with your staff.

The functionality described in this document is native functionality available within Luma. Any functionality or capabilities that your organization might want or need that isn’t outlined here may be subject to a Statement of Work. For more information, refer to the Statement of Work document. 

Core Functionality 

These features are on by default in your Luma account. Some of these features can optionally be configured based on your organization’s needs.

LumaBot Settings 

Feature Description
Choose a custom avatar for LumaBot   Use a custom image for LumaBot’s avatar to match your organization’s branding.
Choose a custom name for your LumaBot  Customize LumaBot’s name to match your organization’s branding.
Customize LumaBot’s colors  Customize LumaBot’s appearance to match your organization’s branding and theme colors. 
Create a custom LumaBot welcome prompt when users visit your website Customize LumaBot’s welcome prompt to match your organization’s branding with a custom welcome message when users visit your website.
Leverage system chat flows  LumaBot comes with pre-saved message templates that guide the patient experience with commonly used flows. System flows are not editable.
Create custom chat flows  LumaBot comes with pre-saved message templates that guide the patient experience with commonly used flows. Custom flows are editable.
Customize default messages  Create custom messaging or update Luma’s pre-saved System & User-Created ChatFlow messages to personalize LumaBot to your organization.
Preview LumaBot on your website  View your organization’s LumaBot in real-time, along with any changes you make in Luma or on your website. 
Embed LumaBot on your organization’s website Use custom code to embed LumaBot on your organization’s website

System ChatFlows 

Feature  Description
Are you still there? Check in with the patient after 10 minutes of inactivity in LumaBot. Patients who already answered the Two-Factor Authentication question have 5 additional minutes to respond and take action. 
Connect with Staff Prompt the patient to fill out a contact form, which is sent to your staff in Hub.
End Conversation At the end of a completed flow, patients can choose to start a new experience, which sends them to the Welcome flow, or end their LumaBot experience, which sends the patient to the Feedback flow.
Feedback Give patients the opportunity to provide feedback on their LumaBot experience.
Session timeout If a patient doesn’t respond after receiving the Are you still there? chat flow, the session ends and the chat is stored in the Hub and the Patient Profile.
Welcome This flow welcomes the patient to the LumaBot experience and prompts them with different options to choose from.

User-Created ChatFlows 

Feature  Description
Ask a nurse When the patient chooses to speak with a nurse at your organization, LumaBot prompts the patient to fill out a contact form. The conversation is in a new or existing patient profile, and a new patient chat is opened in the Unassigned queue in the Hub.
Book an appointment For organizations that use Patient Scheduling+, when the patient chooses the option to schedule an appointment, LumaBot gathers the patient information and the patient selects an available upcoming appointment directly in LumaBot. 
COVID-19 Screening When a patient chooses the option to screen themselves for COVID-19, LumaBot prompts them with relevant questions that help the patient determine their best next steps.
Prescription Refill When a patient chooses the option to refill a prescription, LumaBot prompts the patient to answer relevant questions, and their refill request appears as an open chat request in the Unassigned queue in the Hub.

Training and Documentation Materials

Feature Feature definition
Help Center The Help Center is Luma’s online library for self-service support content. Users can access the Help Center directly from within their Luma account. From within the Help Center, users can submit tickets to Luma Support for additional assistance.
Luma U Luma U is your home for Luma education. There are two learning tracks in Luma U – one for sub-account users and one for managers and administrators. Users can access Luma U directly from within their Luma account.