Integrating Luma Agents with ChangeGear

The Luma Agentic Employee Portal channel must be configured in the Luma Agentic Platform before creating the integration in ChangeGear.

Note: See the topic Configuring the Employee Portal Channel in the Luma Agentic Help for more information.

Once the channel is configured and published in Luma, you will use its connection values to create the Luma integration in ChangeGear. After the integration is established, you can design and publish the Self-Service Portal (SSP) in ChangeGear. This topic explains the complete sequence.

 

Step 1: Collect Channel Information from Luma

Before configuring ChangeGear, you must obtain required values from the Luma Agentic Platform.

To retrieve channel values:

  1. Log in to the Luma Agentic Admin Portal.

  2. Select Channels.

  3. Open the Employee Portal channel.

  4. Under the General tab, copy the following values:

    • Application URL

    • Tenant External ID

    These values will be entered in ChangeGear during integration setup.

  1. Ensure the Employee Portal channel is Active before proceeding.

 

Step 2: Create the Luma Integration in ChangeGear

After collecting the channel values, configure the integration in ChangeGear.

To create the integration:

  1. Navigate to Main Menu > Administration.

  2. Select Integration.

  3. Choose Luma Agents.

  4. Under Connection Details, enter:

    1. Luma Agentic Platform Base URL

      (Use the Application URL copied from Luma.)

    2. Tenant ID

      (Use the Tenant External ID copied from Luma.)

    3. Tenant Access Token

      (Generated from the Access Keys tab in the Luma Employee Portal channel.)

  5. Click Save.

If the values are valid, ChangeGear will establish a connection to the Luma Agentic Platform.

 

 

Step 3: Design the Self-Service Portal in ChangeGear

Once the integration is working, you can configure options for the Self-Service Portal and add the widget for Luma Agents.

You may:

  • Use an existing Luma Agentic Portal (if one exists)

  • Modify an existing Self-Service Portal to add the Luma Agents widget, or

  • Create a new Self-Service Portal

To create or modify the SSP:

  1. Navigate to Main Menu > Administration.

  2. Select Self-Service Portals.

  3. Click the Add (+) icon to create a new portal— or select an existing portal to edit.

  4. Select the portal and click Design to open the layout editor. Here you can configure the layout, branding, and toolbar options.

  5. Add the Luma Agentic widget to the portal layout by selecting the Luma Agents widget from the widgets list.

    Configure properties as needed: 

    • Adjust the widget’s size

    • Reposition the widget within the layout

    These settings control how the Luma experience is displayed inside the SSP.

  6. Click Save.

 

Step 4: Publish the Self-Service Portal

After adding and configuring the Luma Agent widget, publish the portal directly from the designer. The portal must be published before users can access Luma.

To publish:

  1. Click Publish in the upper-right corner of the Customize panel.

  2. Click Save.

Once published, the SSP will render the Employee Portal channel configured in Luma.

 

How the Systems Work Together

After completing the integration:

  • Luma controls agent behavior, channels, authentication, and reconciliation.

  • ChangeGear hosts the Self-Service Portal.

  • The Employee Portal channel renders within the ChangeGear SSP.

  • Tickets and service requests are processed in ChangeGear.

  • Changes made in Luma (such as publishing new agents) are reflected in the SSP once saved and published.

 

 

 

 

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