Lunor Assist
Answer the routine questions. Hand the rest to a person.
A support assistant that answers from your knowledge, and brings a person in when the question deserves one.
- product
- Lunor Assist
- surface
- Assist
- category
- Support
- backend
- Not attached
- status
- Coming Soon
This page describes the intended product. Nothing here accepts a payment, sells a ticket, opens a workspace, sends a campaign, or answers a support conversation.
The problem
The first reply is usually the same reply, written again.
Support teams spend the start of a conversation establishing what the user already tried and which article would have answered it. The useful part — the case that actually needs a person — waits behind that.
A bot that cannot hand off cleanly makes this worse. The user repeats themselves, and the agent starts with an empty thread.
The approach
Answer what is known. Escalate with the thread attached.
Lunor Assist is the intended assistant for that split. It handles the conversations your knowledge already covers, replies with the context it has about the user, and escalates to an agent when the question is outside that or the user asks for a person.
It is not answering anyone from this site. There is no widget, no knowledge base, and no agent queue behind this page.
Capabilities
What the module does.
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.
How it works
The workflow, step by step.
- 01Give it the knowledge
Articles and policies the team is willing to have repeated.
- 02Set the handoff
What gets escalated, and how a user requests a person.
- 03Answer the routine
Known questions are resolved in the conversation.
- 04Escalate the rest
The agent receives the thread, not a summary that dropped the question.
- 05Review what it said
The team can see the replies and correct the knowledge.
Specification
At a glance.
- Unit
- Conversation, then agent when needed
- Source
- The team's own knowledge
- Handoff
- Full thread to the agent
- User control
- A person can be requested
- Deployed here
- No
- Status
- Coming soon — no published date
Security
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
Full posture, including what we deliberately do not claim, is on the security page.
Use cases
Where it gets used.
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.
FAQ
Questions asked before adopting this module.
Is there a chatbot on this site?
No. Lunor Assist is coming soon. This page describes it. It will not answer questions, open a ticket, or connect you to an agent.
What happens when it does not know?
The intended behavior is to escalate, with the conversation attached, or to say it cannot answer. It is specified not to invent a policy.
Can a user refuse the bot?
Yes. Asking for a person is part of the product, not a fallback hidden after several dead ends.
When does it ship?
No date is published. It moves up when a real support team needs it and can provide the knowledge it should answer from.
Other modules
Same Console, same project record.
Next step
Tell us if you need this one.
Modules move up the sequence when a real project needs them. If this is the one blocking you, that is useful information.