If you're tired of opening your laptop every morning to a sea of inbox messages from customers that all need your attention, an AI agent could be taking most of these messages for you -- and acting on them.

Think of the AI agent as a very responsive employee that can bite off most of the smaller time consuming tasks that bog your employees down, like fielding a freeze request.

It also works nights, weekends and holidays. This frees up your employees to do more "top of funnel" selling to prospects and interacting with your customers in person.

Here's how one of our hosts reclaimed 15 hours a week and elevated their client experience using AI.

From your Inbox settings click AI customization and scroll to the bottom where you'll now find a toggle to allow lead conversion. Now check that off your list and go have a sandwich.

Email forwarding is now live

Expand your Inbox's reach by adding email functionality. Step one is to head to your Inbox settings.

Click 'Enable incoming emails propagation' > under 'Forwarding email address' copy the email that is generated for you and submit.

Then, with that email copied, open your email client and set up a forwarding rule. We've put together two videos for how to do this in gmail and outlook.
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Gmail

https://www.loom.com/share/43cc2cca72c04df89c86bf58841ce488

Note: in Gmail, when setting up a forwarding rule, there is a small chance the turnaround time may take 24 hours. If this is the case, you'll see a pop up message in gmail notifying you of this. In our experience this is rare, but may occur.

Outlook

https://www.loom.com/share/619e101aade641258829f8441c431ada

Currently the agent can respond to Email, SMS and In-App messages. It will soon be able to respond to WhatsApp messages too.

The agent will soon be able to read your voicemails and take action based on messages received, just like it does for SMS and In-App messages today.

Here's a list of actions it can currently take based on its conversations with customers.

We've allowed you to customize what your AI can say, and encourage you to be as detailed as possible. We even made you a list of recommendations for how to customize yours.

For example, the interaction about freezing a membership (pictured earlier) was made possible by an exception case detailed in the AI Settings, specifically the memberships section, pictured below.

AI can handle specialized requests by utilizing the custom fields you’ve set up in Momence.
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For example, if you offer multiple training programs with unique policies, you can input these details under the class descriptions and FAQ sections. The AI will then respond based on the information you’ve provided.
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AI can process membership freezes, cancellations, and other requests automatically, based on the rules and policies you’ve set in your Momence dashboard.
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If the AI encounters a request it cannot handle, it will escalate the issue to a staff member for resolution.
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AI can manage lead responses and customer inquiries, providing initial information, handling bookings, and answering basic questions.
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Currently, AI handles existing customers more efficiently, but it’s being updated to support new lead interactions, including form submissions and booking processes, with the ability to securely collect payment methods coming soon.
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AI can handle flexible schedules and different membership types by adapting to the specific rules and descriptions you’ve input into Momence.
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Whether you have multiple membership levels, varied pricing, or complex class schedules, AI is capable of managing these variations based on the configurations you've set.
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AI is especially valuable for small businesses or solo operations, as it handles routine administrative tasks, allowing you to focus on the core parts of your business.
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It is a powerful tool for reducing the workload of small teams, ensuring operational efficiency even without a full staff.

Initially, AI will integrate with in-app messaging and SMS for seamless communication. Gmail and Outlook mail integration is now enabled, allowing AI to handle both in-app messages and email responses.

Yes, AI continuously learns from customer interactions, feedback, and the information you’ve input into Momence.
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The more it interacts with your customers, the better it becomes at providing accurate and relevant responses. You can also fine-tune its behavior by adjusting the rules and settings to match your preferences.

AI is designed to handle most routine tasks autonomously, including cancellations, class bookings, membership updates, and FAQs.
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However, in cases where the AI encounters complex or personalized requests, it will escalate to your team for resolution. We strive to minimize these instances by continually refining the AI’s capabilities.

You'll need to manually disable the AI for this specific conversation before jumping in to a conversation with a customer. Otherwise the AI will continue.

We'll soon remove the need for this (ie. your response to the customer will soon be enough for the AI Agent to cease its conversation).
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If AI doesn’t fully understand a customer’s request, it will either ask for clarification or escalate the issue to a staff member.
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Additionally, you can continuously improve AI’s understanding by providing feedback and adjusting the customizations to better handle similar requests in the future. But try not to change the customizations too often. As an example if you're constantly changing the information on how to handle a freeze request it will get confused.

While AI is excellent at handling routine tasks, it is designed to escalate complex or personal interactions to human staff when necessary.

This allows you to maintain a personal touch for more sensitive or high-value customer interactions while automating repetitive tasks.
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Get the most out of your AI with this list of best practices.

This guide covers how to control when AI escalates to you, and how to ensure it can handle exception cases. In short, the more information you give it the more work it can take on.

In the guide above you'll find helpful example text to use or borrow from.

The more the AI knows, the more scenarios it can handle for you -- and the less it will need to escalate. You'll get more value from it by thinking of the most common scenarios of your business (the most common requests from customers, for instance) where a human might need to intervene.

For example, lets say you have a policy that prevents customers from freezing their accounts -- unless they're injured. That's your exception to the rule. You can describe this policy in your general instructions, and when your AI agent is interacting with an injured customer, it will be able to make an exception on your behalf.

Your AI can read your settings and descriptions from your entire Momence account. When customers ask about specific parts of your business like classes, terms of service, or cancellation policies, or memberships, your AI will go check the text you've written for those things and answer based on what it finds.

To help it be successful, give it all of the information it needs to answer questions accurately by filling out these areas (or just double checking that they are still current):

General Setup

(From Settings > General Setup > make sure all settings are correct)

Subscription / Pack descriptions

(Make sure these are still accurate and detailed)

Classes descriptions

(Check that these still match the title of the class)

Appointment Service descriptions

(If applicable, check that these are still reflective of the services you offer)

Late cancel and no show policy

(Make sure this is filled out. If it’s in the terms and conditions the AI can read it).

Activate your AI Agent from Apps & Integrations > App Store. Then, to customize it, click Settings > AI Customization.

AI can be customized to match your studio’s communication style.​

You can upload your business’s policies, tone of voice, and common responses. The AI will learn from this and adapt, allowing it to communicate just like a human team member would.

AI is designed to sound natural and conversational, and it learns from the communication style you’ve established with your customers. This can also be controlled from your AI settings in Brand, Voice and Tone.

While AI may initially feel less personal than a human, you can train it to communicate in a way that closely mirrors your team’s tone. Over time, customers may even come to appreciate the consistency and efficiency it provides.

You can track AI’s performance through the built-in reporting feature in the Momence inbox.
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This log will show you all the actions AI has taken, including messages sent, tasks completed, and escalations to staff. It’s a great way to monitor its effectiveness and adjust settings as needed.

With an AI agent onboard, you can spend less time doing menial administrative tasks in the inbox like bookings, cancellations and freezes, and more time growing your business.

For a full list of what actions it can take on your behalf, see the 'what can it help with' section above.

$399/month. As we add new features the cost will rise for hosts that have not yet activated the app. You can activate your AI agent from the App Store (Apps & Integrations > App Store).

The cost of AI can seem significant initially, but it offers a strong return on investment by automating repetitive tasks like cancellations, membership changes, and customer inquiries.
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By freeing up your staff’s time, AI allows you to focus on more meaningful, revenue-generating activities. Over time, this leads to increased operational efficiency and cost savings.
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Set up once, have great timeliness on brand replies 24/7, making sure no requests fall through the cracks after opening hours or on weekends when your staff is not on duty