Support-tool connectors

Not every agent runs on a framework you control. A growing share live inside a support platform — Zendesk AI, Intercom Fin, Gorgias — issuing refunds, cancellations, and credits from a ticket thread. You can’t always instrument those with an SDK, but you can still put them under Lumni.

How it works

Lumni connects to the support tool with a read-only integration and reads the conversation transcript plus any recorded actions. It reconstructs a run from the ticket — the customer’s request becomes userRequestText, the agent’s replies become model steps, and recorded actions become tool steps — then runs the same detectors.

This is how Lumni catches the classic support silent failure: the bot tells a customer “your refund has been processed” in a ticket, but no refund action was ever recorded. That’s Missing Tool Call or False Success, surfaced straight from the transcript.

Supported sources

Source	What Lumni reads
Zendesk AI	Ticket transcripts, macro/action logs
Intercom Fin	Conversation transcripts, resolution actions
Gorgias	Ticket threads and automated actions
Gmail / shared inbox	Threaded email conversations
CRM (read-only)	Records referenced by the agent for cross-checking claims

Read-only, always

Connectors request the minimum read scopes. Lumni cannot reply to tickets, issue refunds, or change records — it reads what happened and reports on it. See Security & Trust.

Getting connected

Support-tool connectors are set up per tenant during onboarding, because they depend on your platform, scopes, and data-residency needs. Reach out to enable one for your workspace.