To message your customers from your inbox click Home > Inbox > select a customer (or more than one) > choose a medium (Email, SMS, or In-App message) > click Send.

When fielding responses from individuals, you'll have a preview of the customer's profile info to the right for easy reference.

From your Inbox, near the top, you'll find a checkbox called 'not responded to.' It displays the messages that haven't received responses yet.

When you have several of these messages that you're actively looking into -- and can't remember which you've responded to -- lean on this filter to ensure nothing slips through the cracks.

You can see a list of messages Momence has sent on your behalf (transactional) to customers and teachers, as well as any messages you've manually sent from Momence.

To do this, click Settings > Messages > view messages by category, and see messages sent to customers or staff.

Use the blue filter button off to the right to narrow your search further. Notice how the menu changes depending on which category you have selected on the main page -- Transactional vs Sequences vs Manually sent.

Emailing 75 recipients or more at once requires upgrading to the Marketing Suite. Once you've activated the marketing suite, there is no upper limit for how many emails you can send a once.

Activate the marketing suite from Apps & Integrations > App Store.

Your Inbox, (which lives under Home > Inbox) displays your Customer Segmented lists at the top, allowing you to view just the message threads of those individuals in that segmented list.

Segmented lists allow you to segment out special groups you want to track and target. You can target these groups in messaging to capitalize on growth opportunities.

​Segmented lists can be created from your CRM (click Customers > Customer List > click the blue 'Customer Segmentation' button > add your filter criteria > name the list and save it. After we save a list, it appears at the top of our CRM next to 'All customers'.

To create one, click Customers > Customer List > Customer Segmentation > fill out the criteria for who to target > Make sure to save your segment when you're done.

Click this settings wheel icon to the right, then drag them around.

A few more exist to prevent messages from slipping through the cracks, and help you batch your responses efficiently.

At the top of your inbox you'll find checkboxes for 'Unread' -- to help you catch every message that arrives, and 'Not responded' -- to help you remember to respond to those you've already read but haven't replied to.

At the bottom, a blue Filters button allows you to view 'manually sent' messages (like one off messages), 'transactional', (like confirmation messages), and Sequence messages -- any message sent from your Marketing Sequences.

You can also sort messages from newest to oldest and vice versa.

This can happen if your staff account has a pre-filtered location (meaning you see just that locations' schedule when you login). This means you'll only see messages for that location.

To see all messages, have an admin navigate to Settings > Staff Accounts > click the three dots next to your name and remove your pre-filtered location.

To find and edit all your transactional email templates, click Studio Setup > Email Templates > select and edit a template, then choose whether you'll add variables listed in the email by copying and pasting from the list shown.

To see your templates "in action" click Settings > Sent messages > Use the blue filter button to view messages by template type > select a template and click Apply Filter.

At the top of every Transactional Template you'll find a list of variables to use.

Variables check to see who the message is going to and then insert specific info in place of the variable. For example, by inserting {{first_name}} into a message, the recipient's first name will be inserted.

Your variable options are limited to what's listed at the top of each template. Ie. if the variable you're interested in using is not listed above the template you're editing, it won't work if you add this variable to the email's body.

Use exact spelling. To be safe, copy and paste the variable into the email's body.

Ie. here's a potential spelling mishap:

{{first_name}} will insert the customer's first name.

{{firstname}} will just insert the word {{firstname}} and look odd to the customer.

This article covers variables like {{refundNotice}}, {{numberOfMinutesToRespond}} and others.

Before using variables, you should know that:

This refers to a note you might write when cancelling a class. When you cancel a class, a pop up shows a field to add this optional note. Whatever you write in this pop up will be listed in place of this variable in your Class Cancellation template.

This refers to the waitlist setting where you choose how long a customer has to respond. Its available from Settings > Waitlist Settings, where, if you've chosen Double Opt-in or Fastest Fingers First, you'll see a field to control how much time passes before the next customer is contacted.

This variable inserts text to notify the customer if they've received a refund. It changes slightly depending on what the customer used to purchase the class.

If a Package was used, it will read:

"You have been credited. This has automatically been added back to your package."

Momence Dollar credits:

'You have been credited 'x'. This has automatically been added back as a credit.'

Cash:

The event has been credited automatically to your Momence account. You can use it when booking future events.

This refers to a message you can add from a classes 'edit' page under the 'Additional settings' section.

If you've added a welcome message to a class or class template, and your transactional email template contains {{welcomeMessage}}, then the message you wrote will be inserted in place of the variable -- for any class created from that template.

For more info on how welcome messages work, search our help center for 'welcome message.'

To make your Transactional Templates more personal, click Studio Set-up > Transactional Templates > search for the template in question and click it.

Click Drag & Drop > Add Content > then start dragging content over & formatting.

Twilio is a developer platform that Momence and other software companies use to build messaging tools that use SMS and call functionality.

Twilio charges Momence by how much information is contained within each message using something called Segments, and Momence is now aligning the way it charges hosts for messaging and incoming calls with how Twilio is already charging Momence.

It means that you'll be able to upgrade or downgrade to different tiers of use, allowing you to only pay for what you're using, much like a cell phone plan with different options for data use.

To understand how much messaging bandwidth you'll need, it helps to understand the "unit" of cost that Twilio pays attention to. This unit is called a Segment, and it's something you've probably seen before in older technology.

Momence will notify you that we're no longer able to send SMS messages from your account and that all messages will be sent as emails instead. We'll provide a link in this email where you can upgrade your SMS tier to keep sending SMS messages this month.

Click Studio Setup > Phone number > Tiers. You'll also find options to upgrade or downgrade.

You might be seeing an error that reads something like:
​
​It looks like you might be a predominantly message-based business, which has triggered a hold on your account. To request an exception, reach out to our support team at [email protected]

This is a security protocol in place to protect your account. Reaching out to support will allow for an exception to be made and for your account to resume its normal messaging volume.

If you need to update your waiver and are thinking of anyone customers that need to agree to the new terms, you can have the new terms automatically sent out to all customers with an upcoming booking.

When updating your Customer Waiver (from Settings > General set-up > Customer waiver) and saving, an Updated waiver signature request email will go out to anyone who’s pre-registered for a class.

From the pop-up that shows after saving the waiver changes, you will also have the option to include a custom note (shown below).

To update the verbiage for your Updated waiver signature request email, head to:

Studio set-up > Transactional templates > Updated waiver signature request.

Important: Make sure to keep the {{url}} variable in the messaging so that customers can easily click to re-sign.

Wondering what your monthly text limit is? You can check this by clicking Settings > Phone number > SMS Tiers.

You'll then see how many you've used this month and pricing plans to consider.

You might be seeing an error that reads something like:
​
​It looks like you might be a predominantly message-based business, which has triggered a hold on your account. To request an exception, reach out to our support team at [email protected]

This is a security protocol in place to protect your account. Reaching out to support will allow for an exception to be made and for your account to resume its normal messaging volume.

You can do this from a customer's profile. Click Customers > Customer List > search for the customer and click their name.

Click an 'x' next to the type of messages they no longer want to receive: Marketing emails, Transactional emails, or Marketing SMS.

After clicking an x, a circular arrow can will appear, and can be clicked to resubscribe the customer later on.

They can. And they can do it from these areas:

Transactional emails include class and appointment confirmations, cancelations, receipts, etc.

Marketing emails include anything sent from Sequences, Leads, or One-off Messages via the marketing suite.

Transactional SMS includes anything like a reminder or confirmation sent via SMS.

Marketing SMS includes anything sent through the marketing suite that happens to be a text.

No. As long as the customer is the sole recipient of the message, they'll receive it. Ie. its if its a one-on-one message its fine.

You can message a customer individually the Inbox, the customer's profile, or even from a class details page if you click the dropdown to the right of their name.

Any time you send a group message, you'll be warned ahead of sending it that the unsubscribed customer will not receive it.