Open tracking and post-delivery follow-up

Once your report is shared, two moments structure the follow-up: the moment when the client opens it for the first time, and the question period that may follow. This page explains what Lumos does for you and what stays under classic communication.

The first-open notification

Lumos can send you an email as soon as your client opens the report for the first time. This is your signal that delivery has been received and the client is consulting.

This notification is enabled / disabled in Settings > Notifications, under the “Your client opened their report” option. Enabled by default on a new account. See Notifications.

You receive the email at your login email (not your professional email). It is purely informative; the client is not notified that you saw their visit.

Why this notification is useful

Three common uses:

Time a follow-up. If you were planning to follow up with a non-responsive client and you see they just opened the report, you wait 24 to 48 hours before sending a message.
Prepare for a conversation. If you know your client has consulted the report, you can expect questions and prepare your answers on the most complex narratives.
Trace knowledge of the report. On sensitive inspections, knowing when the client accessed the report can be useful in case of a dispute over timing.

No notification for subsequent openings

Lumos only notifies you for the first opening. If your client comes back to consult the report later (the link being permanent makes this perfectly possible), you are not notified for each visit.

This is intentional to avoid noise. If you need finer tracking for a particular case, ask your client directly.

Post-delivery follow-up and questions

To date, Lumos does not offer a dedicated in-app channel for the client’s post-delivery questions to the inspector. Post-delivery communication goes through the classic channels: email, phone, in person.

In practice:

Your client replies to the email you sent to share the report, or uses your contact details shown in the inspector card in the report sidebar (phone, professional email).
You handle the conversation outside Lumos.
If the question implies a report change (typo fix, narrative clarification), you go back to the inspection editor, you correct, and Lumos updates the interactive report and the PDF live. No need to re-share: the link and access code stay the same, and your client will see updates on their next visit.

What to do if the report needs substantial revision

If you need to modify the report after the initial delivery (for example following a client question that reveals a narrative to rephrase), handle the scenario in two steps:

Edit the report in the inspection editor. Changes are visible immediately in the interactive report and downloadable PDF.
Notify your client by email that the report has been updated, with a brief note explaining the nature of the change. The link stays the same.

For major modifications (for example adding a new visit with a new narrative), consider creating a new inspection in the project and sharing the new link as an update. This preserves a clear trail of the initial version.