Luna Roleplay Playbook

Luna is our WhatsApp-style sales assistant for small and mid-size hotels. She sends the first message, handles objections, and tries to book a demo for our sales team.

Your job here is to play the hotel owner — be skeptical, be busy, be warm, be cold — whatever the archetype says. Then tell us where Luna landed well and where she missed.

Think of it as test-driving a new hire before we put her in front of real customers.

Open the left-hand Sessions panel and pick a lead. Each lead has an archetype note: how warm they are, what language they prefer, what size of property, and what objections they tend to raise.

• Warm — already curious, happy to hear more.
• Lukewarm — will engage but needs a reason.
• Cold / skeptical — busy, short replies, needs to be convinced.

Stay in character the entire conversation. If the archetype says "owner of a 12-room guesthouse in Penang who doesn't use tech," reply like that person would.

When you open a fresh lead, Luna sends the first message. She will:

• Introduce herself briefly and mention Horizon.
• Anchor on something specific about that hotel (location, size, a detail she pulled).
• Ask one soft opening question to get you talking.

If her opener already sounds salesy, generic, or dumps features — that is a problem. Flag it (see section 7).

Some ground rules that keep the test meaningful:

• Be the person, not yourself. If the archetype is a reluctant 60-year-old owner, write short one-line replies.
• Object the way a real owner would. "Too expensive," "I already use X," "Send me info later," "Who are you?"
• Let her work. Don't hand her the close. Make her earn it.
• Try both English and Bahasa Melayu. Some leads expect BM. Switch mid-conversation and see how she handles it.
• Stay until the natural end. Either she closes, you refuse, or the conversation trails off.

The middle panel is the chat. Type your reply as the hotel owner and send. Luna's reply goes into the Review Queue on the right before it becomes visible in the chat — that gives you a chance to approve, reject, or regenerate it.

If you are in a hurry, you can toggle auto-approveat the top of the review queue — Luna's replies will go through without gating. Leave it off when you are doing a careful test pass.

Luna doesn't actually book a slot on a calendar. For us, "closed" means she has walked the lead through a specific set of stages and secured a handoff to our human sales team:

1. demo_interest — the owner has signalled they're open to a demo.
2. demo_confirm — they've explicitly agreed to one.
3. timing_given — a rough day or time window is on the table.
4. handoff_ready — enough info for a human to take over.

When all four stages are stamped, the session shows as CLOSED. That is the bar. Anything less is not a close, even if the vibe feels positive.

This is the whole point of the exercise. When a reply sits in the review queue and it is not quite right, hit Reject and pick one or more chips so we know why:

too_salesydumped_featuresignored_what_they_saidpushed_too_fasttone_offwrong_tool_used

You can also click Regenerate to have Luna try again with the same context — useful when you suspect the draft was just a bad roll, not a structural problem.

If the whole session is interesting (great close, terrible miss, weird edge case) use the Flag for Horizon button on the session summary card on the right. That bookmarks it for the sales team to review with us later.

When you are in flow, the mouse slows you down. The review queue supports:

Click any draft card once to give it keyboard focus, then use the keys above.

Demo Readiness is the scoreboard. It shows, across all sessions you've run:

• Total sessions and how many reached CLOSED.
• Close rate overall and broken down by warmth tier.
• Average number of turns it takes Luna to close.
• Most recent closes, so you can jump back and read them.

Before a real demo to leadership, glance at this page. If the close rate cratered on cold leads, that is something we want to fix first.

Is this real WhatsApp?

No. It's a simulator that mimics the WhatsApp shape of conversation. No messages leave this machine. None of the contacts are real people.

Are these real hotels?

No. The leads are archetypes written to resemble the kinds of properties Horizon actually sells to. Any real-sounding names are coincidental.

Can Luna actually close a deal?

Not on her own. "Closed" here means she reached the four handoff stages (demo_interest → demo_confirm → timing_given → handoff_ready). A human from Horizon sales takes over from there.

What about Bahasa Melayu?

Luna handles BM. Feel free to switch mid-conversation. If a reply sounds stiff or overly formal, reject with tone_off so we can tune it.

How do I change Luna's personality?

Open Settings. You can adjust her tone, safe-send mode, and which model she runs on. Changes apply to new messages going forward, not to the session history.

Who sees the rejections I send?

We do. Every reject with chips is logged and feeds back into Luna's training cycle. The more specific you are, the more useful it is.