FAQ
The basics
What is Luni?
Luni is an AI front office for home-service businesses. It answers texts, website chat and forms day or night, texts back missed callers who press 1, quotes only the prices you approved, books visits on your calendar inside your rules, and hands emergencies and complaints to you.
What is an AI front office?
It’s software that handles the customer side of your office while you’re on a job: answering questions, quoting your approved prices, booking visits, following up and sending invoices. Anything that needs a person, like a complaint or an emergency, comes straight to you.
Is Luni an AI receptionist or an answering service?
It’s closest to an AI receptionist for texts and website chat. Unlike a call answering service that takes a message, Luni answers the question, quotes from your price list and books the visit on your real calendar, and it texts back missed callers who press 1.
Who is it for?
Home-service businesses: roofing, HVAC, plumbing, electrical, window cleaning, home maintenance and similar trades, from one truck to a fleet.
Does it work for a one-person business?
Yes. It’s built for owners who are on the job all day and can’t answer every text. You set your prices, hours and rules once, and it works from those.
Do I have to switch software?
No. Luni connects to your Apple iCloud calendar (Google Calendar and Outlook coming soon), sends your own pay link (Stripe coming soon), and imports your customer list from Jobber, Housecall Pro, QuickBooks or a spreadsheet.
Do I need to be good with technology?
No. A guided setup in your dashboard walks you through it, and we set it up with you on a short call. The dashboard works on your phone.
By trade
Does it work for window cleaning businesses?
Yes. Add your price ranges (for example, exterior windows by story, screens or gutters), and Luni quotes them when customers ask, books visits on your calendar and follows up with customers who said yes to it.
Does it work for HVAC companies?
Yes. It answers service questions from your own knowledge, books visits around your crews’ drive time, and flags urgent messages to you right away. You can add your own urgent rules, like no heat in winter.
Does it work for plumbers?
Yes. Water coming into a home is treated as urgent and sent to you at once. Everyday questions get answers from your knowledge and price list, and visits book on your calendar.
Does it work for roofing companies?
Yes. Customers can send photos of damage, and Luni describes what it can see with a notice that it’s not an inspection, then gives your matching price range. Leaks into the home are flagged to you as urgent, and multi-day jobs get clear updates for the homeowner.
Does it work for electricians?
Yes. Sparks, smoke and exposed or wet wiring are treated as urgent and sent to you right away, and Luni never gives safety instructions. Routine questions and bookings work from your own rules.
Does it work for home maintenance and handyman businesses?
Yes. List the jobs you do and their price ranges, and Luni answers, quotes and books from that list. If a request isn’t on it, it asks a short question or says you’ll follow up.
How it answers
How fast does it reply to customers?
Usually within moments, day or night. It waits a few seconds for a customer to finish typing, then sends one reply that covers everything they asked.
Will it make up prices?
No. It only quotes ranges from your approved list, and it asks you first until you set Share prices to Auto. If nothing on your list fits, it asks a short question or says you’ll follow up.
Where does it get its answers?
From what you’ve confirmed: your answers, your price list and your business details. It can read your website and suggest facts, but each one waits for your OK.
What if it doesn’t know the answer?
It says you’ll follow up and lists the question for you. Answer it once and it becomes part of what Luni knows.
Does it tell customers it’s an AI?
Yes. Its first message says it’s your business’s AI assistant, it says so again after a day of quiet or on a new channel, and it answers honestly whenever someone asks. Customers can ask for a person anytime.
Will it sound like a robot?
No. It writes like the most dependable person at a well-run local business: plain words, short sentences, no emojis. You can write your own greeting, as long as it says it’s your AI assistant.
Can customers send photos?
Yes. Luni describes what’s clearly visible, with a short notice that it’s not an inspection, then gives your matching price range. A licensed professional still has to look at the work.
What happens in an emergency?
It tells the customer it’s not an emergency service and to call 911 if anyone is in danger, and it flags the message as urgent and sends it to you right away (by email until your text line is live). It doesn’t give safety instructions.
What if a customer is upset or wants a refund?
Complaints, refunds and anyone who asks for a person go to you, with a copy of what was said. If you’ve written a warranty policy, Luni quotes it word for word and hands the request to you.
Will it try to upsell my customers?
No. It only talks about what the customer asked about, and it never brings up bigger or different jobs on its own.
Can I approve replies before they go out?
Yes. In Settings, each kind of job (answers, prices, booking, follow-ups, reminders and more) is set to Auto, Ask me or Off. On Ask me, Luni sends you a draft to approve, edit or delete before it goes out. Prices start on Ask me.
Does it speak Spanish?
Yes. When a customer writes in Spanish, Luni replies in Spanish.
Leads and follow-up
How do I stop losing leads after hours?
Answer them when they write. Luni replies to website chat and texts at any hour, quotes your prices and offers real open times, so the customer can book that night instead of calling someone else in the morning.
What is missed call text back?
When you can’t pick up, the caller hears a short greeting and can press 1 to get a text from your AI assistant, which answers their question and can book the visit. It works once your text line is live, by forwarding the calls you don’t answer to your Luni number.
Does it follow up on quotes that went quiet?
Yes, politely and only with permission. After a price or a “maybe later,” Luni asks whether the customer wants a check-in, and only those who say yes get one.
Will it ask my customers for reviews?
Yes, if you turn it on. After a finished job it asks how everything went and for a Google review, only to customers who agreed to that text, and never while a complaint is open.
Can it send invoices and payment reminders?
Yes. It sends the invoice with your pay link by email, or by text to customers who agreed to billing texts, and follows up with polite reminders where the customer agreed to them. It stops as soon as the invoice is paid or disputed.
Does it remember my customers?
Yes. It keeps track of people, their homes and past visits, and it never makes up history. Gate codes and other access notes stay visible to your team only.
Booking and your calendar
Can it book jobs on my calendar?
Yes, once your calendar is connected: only open times, inside your hours, service area, visit lengths and drive time between jobs. Without a connected calendar, requests come to you to confirm.
Will it double-book me?
It’s built not to: your own calendar events block those times, and a time a customer picks is held for a few minutes while it’s confirmed.
Does it know my service area?
Yes. Set how far you travel and any towns you don’t serve. If someone is outside your area, Luni asks you whether to make an exception instead of booking them.
Does it leave time to drive between jobs?
Yes. Once both addresses are known it uses real drive time between your visits, and you can add a break after every job for cleanup or lunch.
Can I choose which jobs it books on its own?
Yes. You set your hours, visit lengths, buffer time, jobs per day, how much notice you need, time off and which job types can book without you.
Does it work with more than one technician?
Yes. Add your technicians and Luni puts the right person on the job, remembers who customers liked, and asks you when a customer wants someone different.
Can customers reschedule or cancel?
Yes, by text. Anything that needs you, like moving a job you booked yourself, comes to you instead.
Can AI assistants like ChatGPT book with my business?
Coming soon. Luni will let AI assistants book customers into your open times, with a code texted to the homeowner to confirm it’s really them. You’ll choose whether it’s off, estimates only, or any job.
Texting and the rules
Who will it text?
Luni answers people who text you, press 1 after a missed call, or tick a consent box on your website. Repeat texts (follow-ups, reminders, payment reminders, review requests) go only to customers who said yes to them, and when Luni can’t text something, it shows you what to send yourself. STOP always works.
Do I need a new phone number?
Luni gives your business its own registered text line, and you keep your current number. Forward the calls you don’t answer to it, and missed callers can press 1 for a text.
Why does texting take a few weeks to start?
Phone carriers require every business text line to be registered before it can send, which usually takes one to three weeks. Your website chat and contact form work on day one while you wait.
What if a customer asks me to stop texting them?
Tap Stop texting on their customer page. Luni won’t text them again unless they text START.
Does it send marketing texts?
No. It mentions one of your promotions only when a customer asks about deals or specials.
Does it text people at night?
It answers anyone who writes, at any hour. Follow-ups it starts on its own wait for daytime.
What about Facebook and Instagram?
Coming soon. Luni will answer your Page’s Messenger and Instagram messages right there, with the same prices and booking. We’re finishing Meta’s approval now.
Is texting my customers legal?
Luni follows the carriers’ rules: every business text line is registered, consent is recorded, and STOP and HELP always work. For advice about your own situation, ask your attorney.
Setup
How long does setup take?
A guided setup in your dashboard walks you through your business details, prices, answers and calendar. The website chat and contact form work on day one. Texting starts once the phone carriers approve your business’s text line, which usually takes one to three weeks.
How do I add the chat to my website?
Copy one short snippet from your dashboard into your website, the way you’d add any chat widget. Most website builders that allow custom code take it, and we can help on your setup call.
Can I import my customer list?
Yes. Bring your customers over from Jobber, Housecall Pro, QuickBooks or a spreadsheet. Luni stores exactly what’s in the file and labels where it came from.
Price and billing
How much does Luni cost?
One monthly plan for every business, whatever the trade. Normal texting is included, and we tell you before any extra charge. See Pricing for the details.
Is there a free trial?
Luni is free during the beta, no card needed. Before any paid plan starts, you’ll see the price and agree to it separately.
Is there a contract?
No long-term contract. It’s month to month, and you can pause for the off-season instead of cancelling.
How do I cancel?
Anytime, with no call and no fee: in Settings > Account, by texting CANCEL LUNI to your Luni text number from the owner’s mobile on file, or by emailing support@lunisolutions.com. Settings > Account is for the main operator and shows the number to text; a text is confirmed with a 4-digit code and works once your text line is live. During the free beta, Luni stops texting and answering right away, and your records are deleted within 90 days.
Does my team cost extra?
No. Invite as many team members as you like at no extra cost. Everyone starts view only, and you choose what each person can change.
Your data
Who sees my customers’ information?
You, your team, and Luni’s own support staff when needed to help you. Our service providers process it only to run Luni (see Providers). We delete it within 90 days after you cancel, and customer photos after 180 days.
How do you keep my data safe?
Connections are encrypted, the keys to your connected accounts (calendars, payments) are encrypted at rest, and each business’s records are kept apart from every other business’s in the database itself.
Do you sell data or track visitors?
No. There’s no advertising or cross-site tracking on our site, dashboard or chat. The Privacy Policy has the details.
Still have a question?
Ask in the chat, or see it working on a short call.