RAG Search

Search a customer's whole conversation history and get answers that cite the original source.

What it is for

RAG Search (Retrieval-Augmented Generation) lets you ask questions in plain language about a customer's conversations, emails, notes and tickets. The answer cites its source (email X from 3 March, a WhatsApp from Ana the CSM, meeting note Y) so you can verify it and open the original context.

Unlike keyword search, RAG understands meaning: asking "what are Juan's objections to the price?" returns the relevant moments even if Juan never used the word "objection".

When to use it

Research before a meeting: "what did we discuss last time about integrations?"
Prepare a renewal: "what has this customer asked for that we have not delivered?"
CSM handover: "what are the sensitive points with this customer?"

How to reach it

From the customer record: Ask Luminance tab, then type your question.
From a specific contact: contact record, Ask about this contact (useful when a company has several contacts with different opinions).
Main menu: Intelligence → RAG Search to search inside the context of an open customer.

Example

Joaquín has a meeting with Acme Corp in 20 minutes and has never handled the account. He opens the record, Ask Luminance tab, and types: "what are the open topics from the last 60 days?". RAG returns 4 moments: an unresolved bug reported by Ana (the champion) on 2 March, a HubSpot integration request from the CTO, a complaint about support response time, and praise for the new module roll-out. Each point links to the original email or message. Joaquín walks into the meeting prepared in 90 seconds.

What it does not do

It does not draft replies to the customer. Copy the context where you need it, or use Ask this customer if you want a structured answer.
It does not search across your whole book (that is Luminance Chat).
It does not invent information that is not in the data. If there is nothing to answer with, it says so.

Known limitations

Data is indexed roughly every 5 minutes; very recent conversations may not show yet.
It only indexes emails, WhatsApp, notes and meetings inside LealUp. External data (Jira, Slack without the integration) does not appear.
Citations keep the original message's language; answers are generated in the language of your question.

Last updated: 2026-04-21.