LUNA CHAT
LIVE
When it hands over, your agent already knows the trip.
Luna escalates when it should and not when it should not. Your agent inherits the whole thread and the structured trip brief, with typing indicators, read receipts and presence, so the customer never has to start again.
Inbox · Sam is online
handed over from Luna
TRIP BRIEF · inherited from Luna
Algarve · 17 to 24 Oct · 2 adults, 1 child (2) · Manchester · half board · under £700pp
Can I speak to a person? I have a booking already and want to add my mum.
S
Hi, it is Sam at Coast and Co. I can see the Algarve dates you were looking at. Pop me your booking reference and I will check the room for three.
Sam is typing… · Read 14:02
The thread
The brief
A draft reply
It escalates when it should. Not when it should not.
Asks for a human
The visitor says they want a person. Luna hands over at once.
Booking reference or complaint
An existing booking or an unhappy customer goes to your team with the reference attached.
Frustrated after two attempts
If Luna has not landed the answer twice, it stops trying and brings a person in.
Not a general holiday search
Luna has a search tool of its own, so it is told not to escalate people who simply want to find a holiday.
Luna Copilot. AI help for the agent, not the customer.
Agents see it. Customers never do. Three suggested replies grounded in your knowledge and the live conversation, each tagged with what it is based on. Rephrase a draft friendlier, shorter or with more detail. Summarise the thread into the open need and the next action. Translate into the customer’s language.
A new agent answers like an experienced one.
Three suggested replies, each tagged with its source
Rephrase, summarise and translate on the agent’s side
A reply check before anything sends
Luna Copilot
for Sam · not visible to the visitor
SUGGESTED REPLIES
Adding a guest is usually fine if the room takes three. Send me the reference and I will check.
from: booking conditions
Your mum would be on the same flights and hotel, priced as a third adult.
from: this conversation
Balance dates stay the same when a guest is added.
from: deposit and balance terms
Rephrase
Shorter
Summarise
Translate
Nothing goes out that you would regret.
A reply check runs before an agent’s message sends. If a draft is rude, dismissive, sarcastic or unprofessional it is flagged with a warm rewrite that keeps the agent’s intent. There is a fast local backstop as well as the AI one.
Canned responses cover the things agents type all day, and an out-of-hours lead email lands in your inbox when a visitor leaves a message and nobody is watching.
Reply check with a warm rewrite
Canned responses for the everyday
Out-of-hours lead email
Reply check
before send
DRAFT · flagged
Like I said already, the deposit is not refundable. It is in the terms you agreed to.
SUGGESTED REWRITE · keeps your point
I completely understand the frustration. The deposit is non-refundable under the booking terms, but let me look at what else we can do for you.
Use rewrite
Edit mine
The two things that usually force a phone call.
Screen share, with consent
The agent asks, the visitor agrees, and the agent can see the visitor’s screen to guide them. View only, always.
Files and images, both ways
Images render inline, documents as a download. Passports, booking confirmations, a screenshot of a listing they found.
Questions people ask
What if we have not got the staff to watch a chat window?
Luna handles the conversation on its own and only escalates when it should. Out of hours, a lead lands in your inbox by email.
Does the agent have to read the whole chat?
No. The agent inherits the thread and a structured trip brief, and Copilot can summarise it into the open need and the next action.
Can it help an agent who is new?
Yes. Three suggested replies grounded in your knowledge, plus rephrase, summarise and translate, and a reply check before anything sends.
Can the agent see the visitor’s screen?
Only with the visitor’s consent, and only to view. The agent cannot control anything.
Give your team a second pair of hands.
Luna Chat is live for Travelgenix customers. Contact your account manager to switch it on, or book a demo if you are new to Travelgenix.
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