Order Status Replies for Paladin
A customer asks by email or text where their order is. Lunica reads the order in Paladin, the expected date on the purchase order behind it and today’s dispatch, drafts the answer, and the counter sends it.
Customer serviceUpdated Oct 202620 ERPs
See it work on Paladin.
Click through the steps. Fictional data, in Paladin’s terms; the real thing runs on Paladin.
Any word on the windows for Elm Ridge? Framers want to set them Thursday. Also need the rest of the 2x10s if they’re ready.
A text to the business line, read for the customer, the job and the order. Matched to the account and its open orders.
The problem, as it happens in Paladin.
Where’s my order comes in by text to a salesman’s phone, by email to sales@, and from a contractor standing at the counter. Answering means opening an invoice in Paladin, finding the special-order line, pulling up the purchase order to see when the window manufacturer said it ships, and calling dispatch to ask whether it’s on today’s truck.
The reply is from memory, and when it’s wrong the jobsite crew waits on a truck that isn’t coming. The thread lives on one phone, so when that salesman is out, the customer asks again from the start.
How it works.
- 1
The question is read
A text, an email or a note from the counter is read for the customer, the job and the order it’s about. The sender is matched to the customer account and the open orders on it.
- 2
The answer is found
The order’s lines in Paladin, what’s picked, what’s backordered, the expected date on the purchase order behind a special-order line, and whether the order is on today’s dispatch. One answer, with the date that matters.
- 3
The reply is drafted
A short reply in your voice: what’s ready, what’s coming and when, who to call. Addressed to the person who asked, on the channel they used.
- 4
The counter sends, and the thread stays on the order
A person reads it, fixes anything, sends. The question and the answer are kept on the order, so the next person who picks up the phone sees what was said.
How it connects to Paladin.
Lunica reads open orders and their lines, purchase orders and their expected dates, the customer account and the day’s delivery schedule through Paladin’s database, under an account that can only read, confirmed at onboarding. The model sees the question and the order it’s about, not the order book.
Nothing is written to Paladin by Lunica and nothing is sent on its own. Every reply is a draft until the counter or the salesman sends it. If the customer’s answer changes the order, a new delivery date, a line cancelled, that change is keyed by your team in Paladin.
What a week looks like.
- Where’s my order answered in a minute, from the order.
- Special-order dates quoted from the purchase order, not from memory.
- Every reply on the order, visible to whoever picks up next.
- Fewer crews waiting at a jobsite for a truck that isn’t coming.
Questions
Does it text the customer itself?
No. The reply is a draft until a person sends it, by text or email, on the channel the customer used.
Where does the expected date come from?
From the purchase order behind the special-order line in Paladin, as your buyer last updated it. If the date is blank or past, the draft says so instead of guessing.
Does it write to Paladin?
No. It reads the order, the purchase order and the dispatch. Changes a customer asks for are keyed by your team.
What about orders split across trucks?
The reply says which lines are on today’s truck and which are waiting, line by line, from the dispatch and the pick.
Can the counter use it for a customer standing there?
Yes. Ask for the order and read the answer back. A reply is drafted only when there is someone to send it to.
Which channels does it read?
Email to sales@ or a named inbox, and texts to the business line you connect. The thread stays with the order either way.
Does it need a server?
Lunica runs on one Windows server inside your network, beside the Paladin server, set up and maintained by Lunica. It reads Paladin through Paladin’s database, under an account that can only read, confirmed at onboarding. There is no inbound connection from outside your network.
What does Lunica read in Paladin?
The customer account, open items and terms, purchase orders and receipts, the inventory record, quotes and order history, as each workflow needs them. Read-only, and only the rows a task is about.
Can it post to Paladin?
Nothing lands in Paladin without a person. What belongs in Paladin goes back as keyed by your team in Paladin from what Lunica prepared.
What about our documents?
Invoice copies and scans keep living in Paladin’s invoice history. Lunica reads them when a workflow needs one and never writes to them.
The same workflow, on another ERP.
Order Status Replies is written for every system on the list. You’re reading the Paladin version.
See it on your Paladin data.
Thirty minutes. We walk the workflow on Paladin data, then map it to yours.