Onboarding · For ops
Module 01 · Boundaries
You're not being asked to forward customer DMs into a general-purpose agent, send any AI-drafted reply to a customer without your eyes on it, or use Fleet metrics to evaluate teammates. Operations work is judgment under constraint — and the constraint isn't 'be faster.' It's 'be right, and be human about it.'
Your task
Internalize: the agent drafts; you send. There is no 'agent-only' reply path on Luna's customer-facing channels.
Module 02
The strongest pattern for ops is triage: an agent reads a queue (HubSpot tickets, Slack channels, a vendor inbox) and surfaces what's new, what's blocked, what's stale, and what doesn't fit a known pattern. You decide what gets a reply, what gets routed, and what gets escalated.
Your task
Walk through your queue tomorrow morning the way Cara (the support agent) does — sort by 'new since I last looked' and triage in 15 minutes.
Module 03
Replies you've sent fifty times. Vendor follow-ups. The 'I'm out next week' redirect. Internal status updates that summarize five threads. The agent shouldn't speak in your voice without your read; it should give you a starting point so you spend the time on the parts that vary, not the parts that don't.
Your task
Draft one reply through Basal you'd otherwise type from scratch. Keep what's good, rewrite what isn't. Notice which is which.
Module 04
Less time copying things between systems. More time on the parts that need a person — the angry email, the ambiguous escalation, the 'this doesn't fit any of our processes' edge case. If the change feels like 'the agent took the easy stuff and left me the hard stuff,' that's working as intended. The hard stuff is where Luna actually adds value.
Your task
End of week one, write down: what got easier, what didn't, what got harder. Send it to [email protected] — that's the signal we tune from.
Module 05
When you find yourself doing a multi-step task — read this, route to that, summarize, attach, send — twice a week or more, that's a workflow. The Workflows page is where they live. Drop a one-paragraph description in #ai-platform: trigger, steps, output.
Your task
Identify one such recurring multi-step task. Write it up. Even if it doesn't get automated, the writing-down is the win.
Done with this track
Try the agent for your role, configure it the way you'd like it on My Agents, or read the governance model if you want to know exactly how this works under the hood.