Lunor Assist

Answer the routine questions. Hand the rest to a person.

What it is

Who it is for

• A repeated question

  Status, policy, and how-to answers the team already wrote down.

• A product surface

  Support on a Lunor module, with the user's context available to the reply.

• An overnight queue

  Known questions answered immediately. Everything else waiting for an agent with the thread kept.

How it works

1. 01Give it the knowledgeArticles and policies the team is willing to have repeated.
2. 02Set the handoffWhat gets escalated, and how a user requests a person.
3. 03Answer the routineKnown questions are resolved in the conversation.
4. 04Escalate the restThe agent receives the thread, not a summary that dropped the question.
5. 05Review what it saidThe team can see the replies and correct the knowledge.

What it includes

• Knowledge answers

  Replies drawn from the articles and policies the team maintains.

• Routine conversations

  The repeated questions, handled without opening a ticket first.

• Context

  The reply can use what the product already knows about that user.

• Escalation

  A person takes over with the conversation so far, not a blank ticket.

• Ask for a human

  The user can request an agent without finding a hidden menu.

• Limits

  Questions outside the knowledge are handed off, not invented.

• Agent queue

  Escalated threads wait with their history.

• Not live

  No assistant is deployed on this site.

Boundaries

An assistant should not invent an answer it does not have, and this site does not run one.

• No support assistant, chat widget, or ticket queue is live here
• The intended product answers from maintained knowledge and escalates outside it
• A user can ask for a person
• Nothing on this page reads customer conversations from another product
• Production transcripts, if the product ships, stay in that product

Questions

All handbook entries