Swigert: AI-powered email support

Swigert helps you handle common service-assurance requests faster—such as opening a repair ticket, checking ticket status, requesting service diagnostics, and more—using a simple email conversation. Swigert is designed to keep communications clear and consistent, while using safeguards to help ensure requests are handled appropriately.

swigert@lumen.com

You can email Swigert to request help with common support actions, including:
 

• open a repair ticket for a service issue
  
• run service checks/diagnostics (when available) and share results
  
• check ticket status and answer general ticket questions
  
• add notes or updates to an existing ticket by replying in the same email thread
  
• request a ticket summary
  
• request an escalation
  
• request ticket closure for resolved issues
• ask questions about Lumen planned network maintenance activity
   

If your request is unclear or missing key details, Swigert will ask follow-up questions rather than making assumptions.

To help protect your account and ensure requests are handled securely, Swigert can only process emails from addresses that are registered and authorized in Lumen Service Management Customer Master (SMCM) system. If your email address is not currently registered, your request may be declined and Swigert will guide you on how to proceed.

To get added to SMCM, please contact your Lumen representative or your customer support manager (CSM).

1. Email swigert@lumen.com with your request.
   

1. Include the key details listed below to help Swigert respond more quickly:
   
   
   • circuit ID / service ID (or other service identifier)
     
   • ticket number (if one already exists)
     
   • what’s happening (symptoms) and when it started
     
   • whether the issue is still occurring (yes/no)
     
   • business impact level (low/medium/high/critical)
      

After you email, Swigert will typically:

• Confirm what you’re trying to do (open a ticket, request status, run checks, etc.).
• Ask for any missing information required to proceed.
• Provide results and clear next steps (for example, sharing service check results and offering to open a ticket if appropriate).
• Keep the conversation organized through the email thread so you can continue the request without starting over.

1. Reply within the same email thread to provide updates or answer questions. Keeping everything in one thread helps Swigert maintain context and reduces back-and-forth.

Swigert can help submit escalation requests when appropriate. To help ensure escalations are handled effectively and to avoid duplicates, escalation actions may be subject to standard safeguards.

Swigert is designed with safeguards to help filter suspicious or out-of-scope requests and to prioritize accurate handling of customer issues. If something can’t be completed through email, Swigert will guide you to the right next step.

Your feedback helps improve Swigert. If your Swigert response includes a feedback option, please use it to share comments about your experience.

If you need immediate help or prefer phone/portal support, contact us.