Overview
Lumofy includes an in-app help widget where you can search help articles and message the Lumofy Support team directly. The widget is available to all users (Admins, Managers, and Talents) and works in both English and Arabic. Every message you send becomes a support conversation you can return to at any time.
Opening the Help Widget
1- Click the floating Lumofy icon in the bottom right corner of the screen. If your platform language is Arabic, it appears in the bottom left corner
2- The widget opens with three tabs at the bottom:
Home: start a new message and search for help
Messages: view your previous and ongoing conversations with Support
Help: browse the full help article library
Searching for Help First
Many questions are already answered in the Help Center, which is faster than waiting for a reply.
1- On the Home tab, click Search for help
2- Type a keyword and open any suggested article
3- If the article does not solve your problem, continue to a message. When you message Support from an article, the conversation opens with that article attached as Asked about context, so the team knows what you were reading
Submitting a Ticket
1- On the Home tab, click Send us a message
2- Describe your issue in the message box. You can attach files, add emoji or GIFs, or record a voice note using the icons under the message box
3- Send the message. You will receive an automatic confirmation that the team has received it
4- The Support team replies in the same conversation. Check the Messages tab to follow up at any time
💡 Tip: Keep one issue per conversation. If you have a second, unrelated problem, start a new message so each issue can be tracked and resolved separately.
What to Include in Your Ticket
The more context you give, the faster the team can help. Include:
What you were trying to do, and on which page or feature
What happened instead, including the exact text of any error message
Steps to reproduce the issue, if you can repeat it
A screenshot or screen recording of the problem (attach it with the paperclip icon)
Your role (Admin, Manager, or Talent) and the browser you are using
Response Timelines
When your message is received, you get an automatic confirmation, and the team replies as soon as possible in the same conversation.
📝 Note: You do not need to keep the widget open. When Support replies, you are notified and the response is waiting in the Messages tab.
FAQs
Can I contact Support in Arabic?
Can I contact Support in Arabic?
Yes. The widget and the Support team work in both English and Arabic.
Where can I find my previous conversations?
Where can I find my previous conversations?
Open the Messages tab in the help widget. All your past and ongoing conversations are listed there.
Do I need to be an Admin to contact Support?
Do I need to be an Admin to contact Support?
No. All users, including Talents and Managers, can search for help and message Support from the widget.
Can I attach screenshots or files?
Can I attach screenshots or files?
Yes. Use the paperclip icon under the message box to attach files. You can also send voice notes.