Compatibility Matrix

Communication Channels

Luma works with many different communication channels for having conversations with users. This article lists the latest status of supported and certified channels.

Note

  • channel marked as Certified has been fully tested for connectivity and user experience for all out-of-the-box skills.
  • A channel marked as Supported has been tested for connectivity and execution of several skills.
Channel
Status
Channel Type
Google Hangouts / Google ChatSupportedRich Text
Serviceaide Web Widget embedded in other Web Sites*CertifiedRich Text
WeChatSupportedText
MS TeamsCertifiedRich Text
SlackSupportedRich Text
Whatsapp(Twilio)SupportedText

* Serviceaide Web Widget is not a proactive channel, meaning Follow-Ups will only be sent to users when they are logged into the Web Widget. Other channels often send the user an email if they are not logged in. Serviceaide Web Widget can be embedded in other intranet and internet web sites such as SharePoint.

If you need support for additional channels, please reach out to the support team at support@serviceaide.com. 

Languages

The below table defines the supported languages for the Luma Virtual Agent platform.

Language

Bot Builder*

NLP Engine**
EnglishYesYes
ChineseYesYes

Portuguese

YesYes

Spanish

YesYes
JapaneseYesYes
GermanYesYes
DanishYesYes
NorwegianYesYes

* This refers to the Bot Builder interface showing forms and labels in the specified language.

** This refers to the Natural Language Processing Engine understanding user conversations in the specified language.

Browsers

The Bot Builder interface and the Web Widget supported the following browsers:


Google Chrome

Mozilla Firefox

Apple Safari

Microsoft Edge
Internet Explorer
Bot Builder

v78 – v85

v70 – v81

13.1.2

v86-
Web Widgetv78 – v85

v70 – v81

13.1.2v86 11

Service Management Systems


Service Management ToolSupported Versions
Serviceaide Intelligent Service ManagementLatest release. All customers are on the latest release
CA Service Desk Managerv12.7 and up including v14.1 and v17.1
Cherwell
v9.5.2
ServiceNow
Orlando
ConnectWise
v4.6
Wendia
v110
Topdesk
10.10.001-20201001-1932
AzureComing Soon