Question 1

How does Lunadesk connect to my selling channels?

Accepted Answer

You connect each channel through its official route — Amazon through the Selling Partner API (North America, Europe, and Far East), Walmart US through the Walmart Marketplace API, your support email by forwarding it to Lunadesk, and live chat with a widget on your website. Setup takes about 5 minutes per channel, with no code and no developers. Shopify and TikTok Shop are coming soon, followed by eBay and WhatsApp.

Question 2

How does message-based billing work?

Accepted Answer

Each plan includes a monthly bucket of incoming buyer messages. Replies you send are always free, and automatic AI — background drafts, triage, spam detection — is never metered. If you exceed your bucket, each extra incoming message is billed at $0.01–$0.03, and each new ticket those messages open adds $0.34–$0.47, depending on your plan. Separately, every plan includes Luna Bot credits (600 to 6,000 a month) for what you ask Luna Bot to do.

Question 3

Does the AI send replies on its own?

Accepted Answer

By default, no. Luna drafts every reply in the background and a person on your team sends it. The only exception is a Luna mission you’ve switched to auto-send: it sends after a delay your team can cancel. Auto-send is off by default.

Question 4

Is the AI really included? What’s the catch?

Accepted Answer

No catch. Everything the AI does on its own — background drafts, triage, spam detection, auto-closing robot notifications — is included on every plan and never metered, with no per-resolution charges. The only AI usage that counts is what you ask Luna Bot: chats, draft refinements, and missions draw on the Luna Bot credits your plan includes (600 on Starter, 1,000 on Growth, 2,400 on Pro, 6,000 on Scale each month). Extra credits cost $0.04 each — never a 99¢ resolution markup.

Question 5

What are Luna Bot credits?

Accepted Answer

Luna Bot credits measure the work you ask Luna Bot to do: refining a draft in the draft studio, writing a help-center article, building a dashboard, chatting with an integration, or running a mission. Every plan includes a monthly amount — 600 on Starter, 1,000 on Growth, 2,400 on Pro, and 6,000 on Scale — and it resets each billing cycle. Extra credits cost $0.04 each when your workspace allows overage; otherwise Luna Bot pauses and tells you when credits come back. Automatic AI, like background drafts and spam detection, never uses credits.

Question 6

What is session replay, and what happens when I use up my hours?

Accepted Answer

Session replay records the screen of a live-chat visitor and attaches the replay to the ticket once they start chatting, so your team sees what the buyer saw. Recording stays on the visitor’s device and only uploads after a conversation begins, and you can mask typed inputs or all text. Each plan includes monthly recording hours — 24 on Starter, 72 on Growth, 168 on Pro and 480 on Scale. There is no overage: once the hours are used, new recordings stop until the next billing cycle.

Question 7

Will this risk my Amazon account?

Accepted Answer

Lunadesk is an approved app in Amazon’s Service Provider Network (SPN), and it never sends unsolicited messages. It uses Amazon Buyer-Seller Messaging through the Amazon Selling Partner API exactly as Amazon prescribes, and tracks Amazon’s 24-hour response window on every ticket. Replies go out only when your team sends them, or when a mission you enabled does so after a delay your team can cancel.

Question 8

Does Lunadesk have a status page?

Accepted Answer

Yes — Lunadesk publishes a public status page at hq.help.lunadesk.ai/status. It reports live availability for the web app, sync and processing, marketplace notifications, email tracking, and the help center, plus incident history. No login is required to view it.

Question 9

Does Lunadesk support Shopify, TikTok Shop, eBay or WhatsApp?

Accepted Answer

Not yet. Lunadesk supports Amazon (North America, Europe, Far East), Walmart US, email and live chat today. Shopify and TikTok Shop are next, followed by eBay and WhatsApp — they will appear in your workspace when they ship. No date is announced yet.

Question 10

What are Luna missions?

Accepted Answer

Luna missions are tasks you hand to Luna, run on a schedule or when an event happens. By default a mission prepares a draft for your team. If you switch auto-send on, it sends the reply itself after a delay your team can cancel; auto-send is off by default. Missions use your plan’s Luna Bot credits.

Question 11

How do Amazon SLA timers work?

Accepted Answer

Every Amazon ticket opens with a live countdown to Amazon’s 24-hour response window. The timer turns amber at 50% of the time left and red at 20%, and the assignee (or the whole team when the ticket is unassigned) is alerted in Lunadesk and in Slack the moment a ticket breaches. The window restarts on each new buyer message and is met by your reply.

Question 12

Which integrations does Lunadesk support?

Accepted Answer

Stripe gives every ticket live billing context. Slack posts ticket events to one or several channels, and Trello turns a ticket into a card and brings the card activity back into the ticket. ShipStation adds shipments and tracking, GoHighLevel adds the CRM contact and booking links, Fathom gives the AI your last call with the customer, and Google Calendar booking links let customers book time with you. Website Knowledge lets Luna learn from your own site, signed webhooks connect Zapier, Make, and n8n, and MCP lets you plug in your own tools.

Mission control forAmazon & Walmart sellers

One inbox. Every channel.

The old way is broken.

Live in 5 minutes. No developers needed.

Connect

Set your rules

Sell more, worry less

Automatic AI is free. Luna Bot credits are included.

Automatic AI

Luna Bot

How Lunadesk stacks up

AI included, not metered.

Marketplace-native, no add-ons.

Every feature. Every plan.
Pay by message.

Frequently asked questions

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mission control.