Question 1

What is Luminous CRM?

Accepted Answer

Luminous CRM is a WhatsApp customer engagement platform built on the official WhatsApp Business Platform. It gives a business one shared team inbox, approved-template broadcast campaigns, WhatsApp Forms that open inside the chat, a client database that builds itself, and an AI agent that answers from the business's own documents, all on the business's own WhatsApp number. It is built by Luminous Technologies in Kampala, Uganda, and sold as one plan at UGX 200,000 a month with unlimited team members, contacts and messages.

Question 2

Is Luminous CRM built on the official WhatsApp Business API?

Accepted Answer

Yes. Luminous CRM runs on the official WhatsApp Business Platform, Meta's Cloud API. You connect your WhatsApp Business Account through Meta's own Embedded Signup flow from inside Luminous CRM, with no token pasting. It does not use the WhatsApp Business app or any unofficial gateway, so your number is not at risk of being banned for automation.

Question 3

Do I need a new phone number to use Luminous CRM?

Accepted Answer

No. Luminous CRM works on your own business WhatsApp number. During Meta's signup flow you pick or create the business, the WhatsApp Business Account and the phone number, and Luminous CRM registers the number for the Cloud API if Meta has not already done so. One WhatsApp Business Account is connected per workspace, and several numbers under it are fine.

Question 4

How many people can answer one WhatsApp number?

Accepted Answer

As many as you like. The Pro plan has unlimited team members, and everyone works from one shared inbox. Team members claim a conversation, take one over, or transfer it to a colleague, and every hand-off is recorded so two people never answer the same customer.

Question 5

Can I send bulk or broadcast WhatsApp messages with Luminous CRM?

Accepted Answer

Yes. Broadcast campaigns send a Meta-approved template to an audience you choose by tag, personalised from each contact record. You can send a real test first, schedule the campaign, add up to three automatic retries, and watch sent, delivered, read, replied and failed counts update live. Meta's rules are enforced before anything sends: marketing templates never go to opted-out or blocked contacts, and sends are paced at 60 a minute per number by default.

Question 6

What are WhatsApp Forms?

Accepted Answer

WhatsApp Forms are multi-screen forms that open inside the WhatsApp chat, built on what Meta calls Flows. You build them visually in Luminous CRM with 14 field types, publish them to your account, and attach them to templates or send them from the inbox. Every submission lands in a submissions inbox and on the contact's record in your client database.

Question 7

Can I import my existing contacts?

Accepted Answer

Yes. Import a CSV of up to 50 MB, roughly 200,000 rows, mapping columns to phone number, name, tags and up to 30 custom attributes per contact. Contacts are also created automatically from every new chat and from the campaign API, and you can export the database to CSV at any time.

Question 8

How does the Luminous CRM AI agent work?

Accepted Answer

The AI agent answers customers on your WhatsApp number from a knowledge base you upload: documents up to 10 MB each, question-and-answer pairs, web pages and your business details. It answers only from that material, sends your own fallback message when nothing matches rather than inventing an answer, keeps your business hours, and hands the conversation to a person the moment a customer asks for one. You choose its role, tone and reply length, and you can pilot it with a short list of phone numbers before turning it on for everyone.

Question 9

Do I need my own OpenAI or AI account to use the agent?

Accepted Answer

No. The AI agent runs on Luminous CRM's own model credentials. There is no separate AI subscription, API key or usage bill to manage.

Question 10

How many AI replies are included, and what happens when I run out?

Accepted Answer

Pro includes 2,000 AI replies a month, and the free trial includes 100. You get an email when 20% of the allowance is left and another at zero. Extra replies come in packs valid for 30 days: 2,000 for UGX 40,000, 5,000 for UGX 90,000, 10,000 for UGX 160,000 or 25,000 for UGX 350,000. When the allowance is used up the agent pauses and your team answers as normal.

Question 11

How much does Luminous CRM cost?

Accepted Answer

Luminous CRM costs UGX 200,000 a month, billed as UGX 600,000 a quarter or UGX 2,400,000 a year. There is one plan, Pro, and it includes the whole platform: unlimited team members, contacts, messages, campaigns and WhatsApp Forms, plus 2,000 AI replies a month. Enterprise, for teams that need hands-on onboarding, custom integrations and an SLA, is priced separately.

Question 12

Is there a free trial?

Accepted Answer

Yes. The free trial lasts 7 days, needs no card, and unlocks every feature with evaluation limits of 500 contacts, 500 messages, 3 campaigns, 3 team seats, 2 WhatsApp Forms and 100 AI replies.

Question 13

Are WhatsApp conversation charges included in the price?

Accepted Answer

No, and Luminous CRM does not resell or mark them up. Meta bills WhatsApp conversation charges directly to your own Meta business account, in US dollars, at rates that vary by the recipient's country and by template category (Marketing, Utility or Authentication). Every campaign in Luminous CRM shows the pricing category it was billed under.

Question 14

How do I pay for Luminous CRM?

Accepted Answer

By Mobile Money or by card. For Mobile Money you enter your number, approve the prompt on your phone, and the page confirms itself. Card payments go through Flutterwave's hosted checkout. Quotes are frozen at checkout, and you get an emailed receipt for every settled payment.

Question 15

Is there a monthly plan?

Accepted Answer

No. Luminous CRM is billed quarterly or yearly, and both work out at the same UGX 200,000 a month. Paying yearly is not cheaper, it is simply fewer payments. You can cancel at any time and your access runs to the end of the period you have paid for.

Question 16

What happens when my trial or subscription ends?

Accepted Answer

The workspace pauses and nothing is deleted. Inbound messages keep arriving and are kept, but sending, campaigns and the AI agent stop until a payment confirms, and then everything resumes at once. There is no grace period and no card is stored.

Question 17

Does Luminous CRM integrate with Shopify, WooCommerce, HubSpot, Salesforce or Zapier?

Accepted Answer

Not through built-in connectors. Luminous CRM integrates in four ways: the AI agent can read and append Google Sheets, use the tools of any app that publishes an MCP (Model Context Protocol) server, and call your own HTTP API through a connector you describe; your systems can trigger WhatsApp sends through the campaign API; and signed webhooks push message, conversation and campaign events back to you. Many CRMs, help desks and payment tools publish MCP servers, which is how the agent reaches them.

Question 18

Does Luminous CRM have an API?

Accepted Answer

Yes, a campaign API. One endpoint and one workspace key let your systems send an approved WhatsApp template to a number, creating or updating the contact and applying tags and attributes as they go. Contacts, conversations and messages are managed in the app and reach your systems through webhooks. The details are on the developers page.

Question 19

What webhooks does Luminous CRM send?

Accepted Answer

Four events: message.received, message.status_updated, conversation.assigned and campaign.completed. Each delivery is signed with HMAC-SHA256 with the timestamp inside the signed material, retried up to five times over about 21 minutes, and logged attempt by attempt with a retry button.

Question 20

Who makes Luminous CRM?

Accepted Answer

Luminous CRM is built by Luminous Technologies, a software company in Kampala, Uganda, founded by Shadrack Muwanguzi. The product launched publicly in July 2023. The company's offices are at National Housing Estate, Plot 398 Shelter Rd, Kampala.

Question 21

Which countries does Luminous CRM work in?

Accepted Answer

Anywhere the WhatsApp Business Platform is available, which is almost every country. Luminous CRM is priced in Ugandan shillings and paid by Mobile Money or card, and Meta's country-specific rules, such as the restriction on marketing templates to United States numbers, are enforced automatically.

Question 22

Is my customer data secure?

Accepted Answer

Every screen and endpoint is scoped to your workspace, and access from another workspace returns not found. WhatsApp tokens, PINs, webhook secrets and integration credentials are encrypted at rest and never shown again. Outbound calls to URLs you supply block private and internal addresses. Real-time updates travel over authenticated channels only workspace members can join. Luminous CRM does not currently hold SOC 2 or ISO certification.

Question 23

How do I get support?

Accepted Answer

Message the Luminous CRM team on WhatsApp, the channel the product runs on, email info@luminouscrm.com, or call +256 762 850 388. Customers can also reach the team from inside their workspace, where the team can see the account and the number's health.

Frequently asked questions about Luminous CRM

The product

The AI agent

Pricing and billing

Integrations and developers

The company

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