Frequently Asked Questions

Luran is an AI-powered customer support platform that enables businesses to deploy intelligent chatbots grounded in their own knowledge base. It features multi-tenant architecture, ensuring complete data isolation for each company, seamless human escalation, and real-time conversation monitoring.

You can be up and running in minutes. Simply sign up, upload your knowledge base (documentation, FAQs, guides), configure your AI's behavior and brand voice, then embed our widget on your website with a single script tag. Our onboarding guide walks you through each step.

No technical expertise is required. Our intuitive dashboard allows you to manage everything through a user-friendly interface. However, developers will appreciate our comprehensive API and webhook system for advanced customization.

Each company on Luran operates as an isolated tenant with dedicated resources. Your knowledge base, conversations, customer data, and AI configurations are completely separated from other tenants. We implement strict database-level isolation, encrypted storage, and per-tenant API keys to ensure 100% data privacy and security.

Yes, extensively. You can configure your AI's tone (professional, friendly, casual), formality level, greeting style, emoji usage, response length, and add custom instructions. You can also define allowed topics, blocked topics, and escalation keywords to ensure brand consistency.

Our knowledge ingestion pipeline supports real-time updates. Upload new documentation anytime through the dashboard, API, or integrate with your CMS. The AI automatically processes, chunks, and indexes new content within minutes, ensuring responses are always based on your latest information.

We support a wide range of formats including PDF, DOCX, TXT, Markdown, HTML, CSV, and JSON. Our intelligent parser extracts relevant information while maintaining context and structure. Large documents are automatically chunked for optimal retrieval performance.

Luran uses advanced RAG (Retrieval-Augmented Generation) with grounding requirements. The AI only answers questions it can confidently support with your knowledge base. We employ confidence scoring, semantic search, and context-aware retrieval to ensure high accuracy. You can also adjust the confidence threshold to control response precision.

Luran has a built-in confidence gating system. If the AI's confidence score falls below your configured threshold, it will gracefully acknowledge the limitation and seamlessly escalate to your human support team with a full conversation summary, ensuring customers always receive accurate assistance.

Yes. Luran maintains conversation context across multiple messages, understands follow-up questions, and can reference earlier parts of the conversation. It handles multi-turn dialogues, clarifying questions, and complex troubleshooting scenarios while staying grounded in your knowledge base.

Flows are visual automation journeys for repeatable support processes. Instead of relying on a single AI response, you can define multi-step logic with prompts, data collection, branching conditions, AI actions, and escalation points. This is ideal for lead qualification, support triage, onboarding checks, and policy-driven workflows.

Escalation can be triggered automatically (low confidence, specific keywords, complex queries) or manually by the customer. When escalated, human agents receive the full conversation history, AI-suggested context, and customer information in their dashboard. Agents can take over seamlessly without asking customers to repeat themselves.

Absolutely. Our analytics dashboard provides comprehensive metrics including conversation volume, AI resolution rate, average response time, escalation reasons, customer satisfaction ratings, popular topics, knowledge gaps, and agent performance. All data is exportable for deeper analysis.

Currently, Luran primarily supports English with the underlying AI model. Multi-language support is on our roadmap and will be available in future releases. Contact our team if you have specific language requirements.

Integration is simple - just add our widget script to your website's HTML. Copy the installation code from your dashboard, paste it before the closing </body> tag, and the chat widget will appear on your site. The widget is fully customizable (colors, position, logo, greeting) through the dashboard.

Yes. Luran offers webhooks for real-time events (new conversations, escalations, ratings) and a comprehensive REST API for programmatic access. We're continuously adding native integrations with popular tools like Slack, Zendesk, Intercom, and CRM systems.

Yes. Flows support webhook nodes that can call external endpoints, pass collected conversation variables, and continue logic based on returned data. This enables use cases like order checks, eligibility validation, CRM enrichment, and guided handoff decisions. Webhook limits are plan-based: Professional supports up to 3 webhooks per flow, Growth supports up to 10, and Enterprise is custom.

Limits depend on your subscription plan. All plans include generous conversation quotas, and we can accommodate high-traffic websites with custom enterprise plans. The widget is lightweight and optimized for performance, with minimal impact on page load times.

We offer tiered pricing based on conversation volume and features. Plans typically include a Free tier for testing, Starter for small businesses, Professional for growing companies, and Enterprise for large organizations. Each plan includes different conversation limits, knowledge storage, team member seats, and advanced features.

Yes. New users get access to our Free tier with limited conversations to test the platform. No credit card is required to start. You can upgrade anytime as your needs grow. Contact sales for extended trial periods on higher-tier plans.

When approaching your limit, you'll receive notifications. If you exceed your quota, you can either upgrade your plan or purchase additional conversation credits. Your service continues uninterrupted - we never abruptly cut off your customers mid-conversation.

Yes. Current flow limits are: Trial (0 flows), Lite (2 flows), Professional (10 flows), Growth (25 flows), and Enterprise (custom limits). Webhooks are disabled on Trial/Lite, available on Professional (up to 3 per flow) and Growth (up to 10 per flow), with custom limits on Enterprise.

All plans include email support with response times based on your tier. Professional and Enterprise plans include priority support, dedicated account management, onboarding assistance, and custom training sessions. Our comprehensive documentation and API reference are available 24/7.

Our complete documentation is available at docs.luranai.com, covering setup guides, API references, best practices, troubleshooting, and integration tutorials. We also maintain a knowledge base with video tutorials and use case examples.

Absolutely! We actively listen to user feedback. Submit feature requests through our feedback form, and vote on existing requests in our public roadmap. Enterprise customers can discuss custom feature development with their account manager.