Phase 1 · Interactive walkthrough

Extending LumiChat for University of the People

Adding the human live agent layer to replace LivePerson. Visual prototype of the Phase 1 operator platform.

Conceptual designs for review. These screens represent the target experience for discussion with the UoP team. Features, layouts, and workflows are subject to change based on stakeholder feedback and technical review.
Figure 6.1 · Student experience

AI to live agent handoff

The student's journey from AI conversation through escalation to a live human advisor, all in one continuous thread. The walkthrough auto-advances every 12 seconds, or use the controls to step through manually.

LA-11 Waiting roomLA-15 Pre-chat form LA-4 TranslationLA-14 File transfer
Auto-advances through 4 states: AI conversation → escalation form → queue → live agent
Figure 6.2 · Advisor experience

Operator live inbox

The advisor's primary workspace. Switch between students via tabs, view AI handoff summaries, use AI-suggested replies, access CRM context, write internal notes, transfer conversations, and apply wrap-up codes at close.

LA-1 InboxLA-1b TabsLA-3 Handoff summary LA-5 AI assistLA-8 TransferLA-13 Quick text LA-16 Wrap-upLA-21 Sentiment
Interactive: click conversation tabs, toggle queue panel, try quick text (⚡), transfer, internal notes, and wrap-up
Figure 6.4 · Supervisor experience

Supervisor dashboard

Real-time operational view for team leads. KPIs with trend indicators, queue health by team, live SLA tracking, agent utilization, conversation volume charts, and AI improvement signals from knowledge gaps.

RP-2 Live dashboardsLA-7 SLA LA-16 Wrap-up codesKB-4 Gap detection
Scrollable: KPIs, queue health, agent utilization, and analytics below the fold
Figure 6.5 · Admin experience

Operator settings

Configuration hub connecting to existing help desks. Teams and agents, editable routing rules, SLA targets, AI assist linking, Dynamics CRM field mapping, and conversation tooling. All self-service, no vendor tickets.

AG-1 AgentsAG-2 Teams RT-3 RoutingLA-2 CRM LA-13 Quick textLA-16 Wrap-up
Interactive: click through all 6 tabs: Overview, Teams, Routing & SLA, AI assist, CRM mapping, Tooling

Conceptual designs for discussion. These screens represent the target Phase 1 experience. All features, layouts, and workflows are subject to change based on UoP stakeholder feedback, technical review, and prioritization decisions during the SOW process.

PRD v0.5 · May 2026 · LearnWise · Confidential