If you manage accounts in Luna, you already know that wrangling customer info, tasks, and conversations can get messy fast—especially when you’re not the only one involved. This guide is for people who actually want to get work done with a team, not just nod along in meetings about “collaboration best practices.” Whether you’re a sales lead, a customer success manager, or the unofficial Luna admin, here’s how to keep everyone on the same page without losing your mind.
Note: Luna has a bunch of features, but not all of them are worth your time. I’ll flag what actually helps teams, and what just looks good on a product demo.
1. Get Everyone Into Luna (Without the Headaches)
Before you can collaborate, your teammates actually have to be in Luna. Sounds obvious, but it’s amazing how many teams skip this step or do it half-way.
Step 1: Invite Team Members
- Go to your Luna dashboard.
- Find the “Team” or “Users” section (it moves sometimes, but it’s usually in the sidebar).
- Click “Invite” and enter your coworkers’ emails.
Pro tip: If you’re adding a bunch of people, use the bulk invite (CSV upload) if Luna has it. Saves time and avoids typos.
What actually matters:
Make sure new users activate their accounts and set up basic profiles. If they don’t, you’ll end up with ghost accounts that clog up permissions and confuse everyone.
Step 2: Set Roles and Permissions
Luna lets you give people different access levels: admin, editor, viewer, etc. Don’t just give everyone admin rights because it’s easier—this will bite you later.
- Admins can manage users/settings. Only give this to people who need it.
- Editors can usually add/change stuff but can’t break the whole system.
- Viewers can look, but not touch.
What to ignore:
Overcomplicating permissions. Unless you’re in a huge org with strict controls, keep it simple. Too many custom roles = confusion and more support tickets.
2. Set Up Account Records So They’re Actually Useful
Collaboration falls apart fast if your account records are a mess. Garbage in, garbage out.
Step 1: Agree on What “Done” Looks Like
Decide as a team: What info has to be in each account record? Examples:
- Main contact name, email, phone
- Company size
- Renewal date
- Current status (“Active,” “Churn Risk,” etc.)
Write this down somewhere everyone can see (Google Doc, Notion, whatever). This avoids endless debates later.
Step 2: Clean Up Existing Data
- Archive or merge duplicates.
- Fill in missing key fields (see above).
- Delete junk accounts you don’t actually manage.
Pro tip: Do this as a team “data cleanup sprint.” It’s tedious but pays off in fewer headaches later.
Step 3: Use Fields and Tags Wisely
Luna lets you add custom fields and tags. Use them for real needs (e.g., industry, product tier), not just because “it might be handy someday.”
What to ignore:
Don’t create fields for every possible detail. More fields = more clutter and more stuff people forget to fill out.
3. Divvy Up Accounts—So Nothing Falls Through the Cracks
If everyone owns everything, no one owns anything. Assigning clear ownership is the single best thing you can do for teamwork.
Step 1: Assign Account Owners
- Each account in Luna should have a clear owner.
- If Luna supports it, assign backup owners for sick days/handovers.
Step 2: Show Ownership in the UI
Luna usually displays the owner’s name or face on the account. Make sure this is visible to everyone. If it’s not, poke your admin—this should be easy to see, not buried in a details tab.
What works:
Rotating account ownership when people change roles or leave—just remember to actually reassign in Luna, not just in Slack.
What to ignore:
Overlapping ownership (“Let’s all own this big customer together!”). It sounds nice, but it usually leads to finger-pointing or radio silence.
4. Use Notes, Comments, and Tasks—But Don’t Overdo It
Luna’s collaboration features are only as good as how you use them. Here’s what actually helps:
Step 1: Use Notes for Context, Not Chat
- Log important info from calls, emails, or meetings.
- Summarize key decisions (“Client approved Q3 proposal”).
- Avoid using notes for “FYI” chatter—that’s what Slack or email is for.
Step 2: Tag Teammates in Comments
- Mention teammates (@name) for quick handoffs or questions.
- Keep comments focused on action (“Can you send the contract?”).
Pro tip:
Avoid long back-and-forths in comments. If a thread goes past three replies, take it to a call or chat.
Step 3: Create Tasks With Clear Owners and Deadlines
- Use tasks for follow-ups, renewals, or anything that needs to get done.
- Assign a specific person and a due date. “Someone should do this soon” isn’t helpful.
What works:
Using tasks for time-sensitive stuff. Once it’s done, mark it complete. Otherwise, Luna becomes a graveyard of overdue tasks.
What to ignore:
Creating tasks for every tiny thing. If it takes less than 2 minutes, just do it.
5. Track Progress Without Micromanaging
You want visibility, not surveillance. Here’s how to stay in the loop without driving your team crazy.
Step 1: Use Dashboards and Reports—But Don’t Obsess
- Luna’s dashboards can show account status, overdue tasks, and recent activity.
- Check these weekly, not every hour. Focus on trends, not individual blips.
Step 2: Set Up Smart Notifications
- Get alerts for big changes (e.g., account status flips to “Churn Risk”).
- Turn off noisy notifications (every comment, every field change) unless you really need them.
Pro tip:
Encourage your team to review dashboards together once a week. Look for stuck accounts or overdue tasks, not who’s “doing the most.”
Step 3: Use Filters to Find What Matters
- Filter accounts by owner, status, renewal date, etc.
- Save views you use often and share them with your team.
What works:
Sharing filtered views in meetings—way better than everyone staring at their own random list.
What to ignore:
Chasing every metric Luna offers. Pick 2–3 that matter for your team (like renewals coming up or at-risk accounts) and stick to those.
6. Hand Off Accounts Smoothly (So Nothing Gets Lost)
Turnover happens—people go on leave, change jobs, or just need help. Luna can help, but only if you’re deliberate.
Step 1: Document the Handoff
- Use notes to summarize “what’s going on” with the account.
- List open tasks, upcoming deadlines, and any landmines (“Client hates surprise calls”).
Step 2: Reassign in Luna
- Change the account owner field to the new person.
- Reassign or close any open tasks.
Pro tip:
Schedule a 15-minute handoff call if possible. Don’t trust the system to tell the whole story.
Step 3: Follow Up
- After a week, check in with the new owner. Did they find everything they needed? Any missing info?
What works:
Checklists for handoffs. Even a simple “Did you update the owner? Did you close old tasks?” helps.
What to ignore:
Assuming people will “figure it out” from the record. They won’t.
7. Common Pitfalls (and How to Dodge Them)
- Too many cooks: Limit admin rights and make sure every account has a single owner.
- Data rot: Schedule regular check-ins to clean up old or incomplete records.
- Notification overload: Start with fewer alerts; add more if you actually miss stuff.
- Busyness theater: Don’t use Luna to measure “activity.” Focus on results, not clicks.
Wrapping Up: Keep It Simple, Iterate Often
Collaboration in Luna isn’t about using every feature—it’s about picking the ones that make your team’s life easier. Start with clear account ownership, basic notes, and a shared view of what matters. Skip the busywork. Revisit your process every couple of months, clean up what’s not working, and don’t be afraid to strip things back if it all gets too noisy. The goal is less chaos, not more dashboards.