How Luna, Orbit's support assistant, asks for the one missing detail in your support conversation so the Orbit team can start investigating straight away — what Luna does, what she never does, and how to reach a person.
Most support cases stall for the same reason: the report is clear, but one detail is missing. A tour number, the browser you were using, whether the problem affects one shipment or all of them. Traditionally that costs a round trip and often a full working day.
Luna is Orbit's support assistant, and she closes that gap. Every case you report is investigated as soon as it arrives. Luna checks what Orbit already knows about the issue first, and writes to you only when the missing detail genuinely cannot be found without your help. Luna's questions arrive in the same email or chat conversation you started, and your answer feeds straight back into the investigation.
Same conversation: Luna replies in the thread you already opened. There is no new tool to learn, no portal to log into, and no separate ticket.
Only when needed: Luna writes only after the Orbit team has checked everything available on its side. If nothing is missing, you never hear from Luna at all.
One question at a time: each Luna message asks for the smallest thing that unblocks the investigation, never a long questionnaire.
Your language: Luna answers in the language you wrote in.
Always human-backed: the Orbit team sees every case and every message from the start. Luna gathers detail, people do the fixing.
You report an issue by email or chat, exactly as you do today.
Orbit investigates the case with the information already available.
If a detail is missing, Luna replies in the conversation and asks for it.
You answer in the same conversation, in your own words.
The investigation continues with your answer in context, and the work is handed to the Orbit team.
You never need to repeat your original report. Luna keeps the full history of the conversation, so a short answer such as "yes, all of them" or "TUR-2024-087" is enough.
Luna's questions are always about your case and always concrete. Typical examples:
A specific record to look at, such as an Order, Shipment or Tour reference
Whether the problem happens every time or only occasionally
How widely it affects you, for example one user or the whole team
Which steps you took just before the problem appeared
Confirmation of what you would like to happen next
Some questions arrive as a short list of options to choose from. There is always an option for "something else", so you are never forced into an answer that does not fit your situation.
A member of the Orbit team is involved in every case from the moment it arrives, and you can reach one at any time.
Ask directly: reply in the conversation saying you would prefer to speak to someone. The Orbit team takes over.
Automatic handover: as soon as a member of the Orbit team replies to your conversation, Luna stops writing.
Built-in limit: Luna asks at most four questions in one case. If the picture is still not clear, the case goes to a member of the Orbit team automatically.
Luna only ever sees a short, purpose-limited summary of your own case, prepared for the single question she needs to ask. She has no access to other customers' data, and nothing from another organisation's cases can appear in a message to you.
Julia, a dispatcher at Orion Industries in Paris, emails Orbit support to report that a shipment will not move out of the Routed status. Her report does not include a reference. Within minutes Luna replies in the same conversation: "Hi, I'm Luna, the Orbit Support AI. I help the Orbit team collect the right details so we can investigate faster. Could you share the shipment reference, and whether this affects one shipment or several?" Julia answers with the reference and adds that three shipments on the same tour are affected. That answer turns a vague report into a reproducible case, and the Orbit team begins work the same afternoon instead of the next morning.
No. Report issues the way you do today, by email or chat. Luna works inside the conversation you already started.
Is Luna replacing the Orbit support team?
No. Luna collects the details that let people work faster. Every case is handled by the Orbit team, and any answer, fix or decision comes from a person.
Can I ignore Luna's question?
Yes. Your case stays open either way. Without the missing detail the investigation simply takes longer, and a member of the Orbit team will follow up.
What if Luna asks something I cannot answer?
Say so in your reply. Luna passes that on, and the Orbit team takes a different route.
Will Luna keep emailing me?
No. Luna asks at most four questions in one case, and stops as soon as a member of the Orbit team joins the conversation.
