Introduction
We are excited to share that we are transitioning the powerful capabilities of Lumi Chat in the ASC Support Portal to the LearnWise infrastructure August 2026. This change simplifies the technology architecture, and align the experience with other Lumi offerings.
The Approved Support Contact (ASC) Support Portal
An Approved Support Contact (ASC) can log in to Brightspace Community and access the ASC Support Portal to create and manage support cases for their organization.
Users can sort cases by status (1), select a date range (2), export cases in CSV format (3), use the search bar to find cases (4), and add new ones by clicking the Create a Case button (5).
Note: To learn more about the ASC support portal, refer to ASC Resource List.
Lumi Chat: Brightspace vs. ASC Support Portal implementation
Lumi Chat is an in-product help tool that provides generative AI responses based on Brightspace Community documentation and other indexed sources. It helps users find contextual product and process information and provides options for contacting Support when additional assistance is needed.
Important: The Lumi Chat experience in an organization’s Brightspace environment differs from the experience available to ASCs in the ASC Support Portal.
Lumi Chat in Brightspace
Lumi Chat is available in Brightspace to clients with an existing End User Support agreement. Access to Lumi Chat in the ASC Support Portal does not automatically provide access to Lumi Chat in an organization’s Brightspace environment.
As part of the transition to LearnWise, users will notice the following improvements:
- Enhanced Support Access: A persistent Contact Support button is available in the chat widget. Depending on the organization’s support package, users can contact human support through chat, email, or phone without entering specific text commands.
- Flexible Widget Placement: Users can drag the Lumi Chat widget to any of the four corners of the screen. If the widget is moved toward the center of the page, it automatically snaps to the nearest corner.
- Updated AI Model: Lumi Chat uses a new AI model powered by LearnWise to synthesize answers based on Brightspace Community documentation.
Note: Lumi Chat is not available on the Brightspace login page. Login-page availability is being deprecated to focus on providing contextual, authenticated support within Brightspace.
Lumi Chat in the ASC Support Portal
Lumi Chat is available to Approved Support Contacts who access the ASC Support Portal through Brightspace Community.
ASCs can use Lumi Chat to:
- Ask questions and receive generative AI responses.
- Review references to related Brightspace help documentation.
- Contact a support expert when further assistance is needed.
- Create and submit a support case.
Important: Access to Lumi Chat as an ASC in Brightspace Community does not necessarily provide access to Lumi Chat within an organization’s Brightspace instance. Lumi Chat in Brightspace requires an applicable End User Support agreement. Connect with your D2L CSM to learn more.
Obtain real-time contextual responses
ASCs can ask Lumi Chat questions about Brightspace and receive generative AI responses based on available indexed resources. Responses include references to related help documentation so ASCs can review the source information and investigate potential solutions.
Contact support and create cases directly from Lumi Chat
ASCs can create case descriptions and send them directly to Support from the Lumi Chat experience in the ASC Support Portal.
Additionally, when users ask questions about Brightspace, Lumi Chat responds with relevant information and help documentation, then presents two options for contacting support:
- Open a Support Case
- Chat with an Expert
Chat with an Expert
When users click Chat with an Expert, they are prompted to provide a description of their case. Upon clicking Send, they are connected to a live expert via chat, where they can work toward resolving their issue.
Open a Support Case
If users select Open a Support Case, they are redirected to the Create a Case page, where they can fill in all the necessary details about their issue and submit it.
