Resolution,not deflection.
Craftlumen reads every conversation the way your best rep would — full account context, the right tool, a real answer — and only hands off the ones that actually need a person.
14-day trial on your real queue · shadow mode available · connects in minutes
Refund approved automatically — tracking shows no movement for 3+ days past the estimated delivery date, which policy covers.
- Median first response
- 4.1s
- Resolved without a human
- 68%
- Channels connected
- 14
- Conversations this week
- 128,400
Supporting 2.1M customers across 31 markets
Figures are aggregated across active customers on paid plans and refresh quarterly. Individual results vary by ticket volume and policy complexity.
Watch it decide.
Every case runs the same four checks — classify, look up, check policy, act — and shows its work. Nothing here is scripted per demo; it's the same trace a live case produces.
- Intent classified0.3s
Refund request · 94% confidence
- Order lookup0.8s
Order API · shipped Sept 3, tracking stalled Sept 6
- Policy check1.1s
Within 30-day refund window
- Refund issued1.6s
$86.40 to original payment method
- Sent41s
CSAT 5/5 · no handoff
Where you already work.
Craftlumen sits inside your existing stack rather than replacing it — it reads and writes through the tools your team already uses every day.
Team chat
- Channel-based alerts
- Slash-command lookups
Helpdesk
- Two-way ticket sync
- Macro-aware replies
Live chat
- Widget hand-off
- Typing-state mirroring
- Shared inbox triage
- Thread-aware replies
CRM
- Order & account lookup
- Customer history
Webhooks / API
- Custom tool calls
- Event streaming
Built to finish the conversation.
Not a bolt-on chatbot. Every piece here exists to get a real conversation to a real close — or to hand it off cleanly when it shouldn't.
Resolves end to end
Not a router. Craftlumen reads the account, calls the right tool, and sends an answer a customer can act on — the same three steps a good rep takes, every time.
Synced with your knowledge base
Re-indexes your help center and policy docs on every change.
28 languages, one voice
Replies in the customer's language, in your brand's tone.
Policy guardrails
Never promises a refund, credit or exception your policy doesn't allow.
Resolution analytics
CSAT, deflection rate and time-to-resolve, broken down by intent.
Hands off with the whole context
When a case needs a person, it arrives with the transcript, the reasoning, and a drafted reply already attached — never a cold ticket.
- ✓ Full transcript attached
- ✓ Reasoning attached
- ✓ Draft reply attached
Run by teams who
measure deflection honestly.
Craftlumen is used by support teams who report their real numbers upward — and need those numbers to hold up.
We didn't want a bot that says “i'll connect you with someone.” We wanted fewer tickets reaching a human at all. This is the first tool that actually does that.
The handoffs are the tell. When it does escalate, the ticket already has the reasoning and a draft attached — our team just approves or edits.
It refuses to promise things our policy doesn't allow, which sounds small until you've been burned by a bot that overpromised a refund.
Same tone, 12 languages, no separate playbook for each. That alone paid for the subscription in the first quarter.
- 0.0M
- Tickets resolved
- 0%
- CSAT maintained
- 0s
- Median resolution
- 0
- Policy violations logged
Priced for outcomes.
Not for headcount.
No per-seat fee, no minimum contract, no charge for agents who never touch a ticket. You pay for conversations that actually close.
Starter
For a small team testing the waters.
Billed $489.96 annually
500 resolutions / mo · $0.15 per resolution after
Save $98.04 a year
- 1 channel connected
- Email + live chat widget
- Business-hours coverage
- Basic resolution analytics
Growth
For teams running support as a real function.
Billed $2,490 annually
5,000 resolutions / mo · $0.08 per resolution after
Save $498 a year
- Unlimited channels
- Every integration
- 24/7 coverage
- Priority routing + guardrail rules
- Full CSAT & deflection analytics
Enterprise
For multi-brand or high-volume support orgs.
Scoped to volume and integrations
Unlimited resolutions
Talk to us- Everything in Growth
- SSO & SCIM provisioning
- Audit log & data residency options
- Dedicated success manager
- Uptime SLA
- No cost per seat — everyone on your team can use it.
- Resolutions are counted only when a conversation closes without a human reply.
- Cancel anytime; your data export is always free.
What teams
actually ask first.
Still deciding? Our setup team will connect it to your real queue on a call and show you what it would have resolved last week.
Book a setup call- Avg. setup call
- 22 min
- First reply time
- < 2 hrs
Engineers, not a ticket queue. Weekdays 07:00–20:00 UTC.
It resolves them. Craftlumen looks up the order, account or invoice through your connected tools, applies your policy, and sends an answer the customer can act on — a refund, a credit, a corrected shipping estimate. Routing is what it does when a case genuinely needs a person, not the default.
Every action is checked against your policy rules before it's taken, not after. If a refund amount, a promised date or an exception isn't explicitly allowed by your rules, Craftlumen drafts the case for a human instead of guessing. It cites the order, ticket or policy line behind every claim it makes.
It hands off — with the full transcript, its reasoning, and a drafted reply already attached, so your team edits or approves instead of starting cold. About a third of conversations end this way today, and that ratio is visible in your analytics, not hidden.
Live chat, email, and your team chat for internal alerts, plus your helpdesk, CRM and billing system through native integrations or a webhook. If a tool exposes an API, it can usually be added as a custom action.
28 at general availability, detected automatically per conversation. Replies keep your brand's tone across all of them — it's trained on your own resolved tickets, not a generic script translated on the fly.
Most teams are live within a day: connect your helpdesk and knowledge base, set your policy rules, and run it in shadow mode alongside your human team until you're comfortable switching it on for real replies.
Yes. The 14-day trial connects to your actual tools and can run in shadow mode the whole time — it drafts responses without sending them, so you can see exactly what it would have done before anything goes to a customer.
See what it would have
resolved last week.
Fourteen days on your real queue, shadow mode available, no card. Most teams see their first clean resolution the same day.
14 days on your real queue · shadow mode available · no card required · cancel anytime.