Customers can now call your Momence phone number, eliminating the need to have two numbers connected to your business

If a customer requests to stop receiving marketing SMS messages, you can now unsubscribe them from their customer profile.

Previously, only the customer could manage this by replying “STOP” to one of the marketing messages.

To do this, click Customers > Customer List > search for the customer and click their name.

Below their name you'll find Marketing SMS with an 'x' next to it. Click it to unsubscribe them.

Note that:

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.

Twilio uses an example most of us will recall from texting on older phones. Back then, you might have noticed two numbers at the top of your text message -- 160/1.

Our phones used to count down our 'characters remaining' on the left (from 160), and when the character count got to 0, the number on the right (the Segment count), would increase from 1 to 2. Momence shows this segment count whenever you are composing a text message.

Below is a message where the segment is about to flip from 1 to 2. The character count is currently at its max at 160.

After adding one more character (making it 161), the segment count increases from 1 to 2.

Cell carriers would charge per segment, just like Twilio does today. Today, there's a little more to it with emojis taking up more space than regular characters, and the timing of how quickly messages need to get out (ie. for 'one-to many' messaging) but the constraints are basically the same.

For more on how Twilio charges, here is a more in-depth article.

To check your current plan with Momence, click here.

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.

(ie. I've tagged classes and want to filter a list of just the customers that have attended those tagged classes).

Answer: A form to create a segmented list contains filters for tags -- but for tags applicable only to customers. This form cannot filter by tags that can be applied to classes. You'll see an explanation of this in the screenshot below.

However, a workaround is to Filter by Visits (as in 'only show me customers that visited these classes).

Select Filter by Visits > Then choose from class type, class attended, template attended, or recurring class attended.

If you choose to add more than one class, consider that in Step 1, the default setting is AND.

This means that every setting you choose below needs to be present in a customers attendance record in order for them to make this list. (As in, "show me customers that have done this AND this AND this. Only customers that have done all three of those things.")

If your goal is to see any customer that has attended any one of these classes, use OR instead.

For example, below, since we've chosen AND in step 1, and then listed two classes, then customers would only appear on this list if they'd attended both of these specific classes.

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.

For a list of additional benefits included in the marketing suite see this article.

To activate the marketing suite, click Apps & Integrations > App Store.

From your Inbox, you can now quickly view just the messages that haven't been responded to. This allows you to quickly clear out your inbox.

You'll find this checkbox next to "Unread" at the top of the page.

An inbox shouldn't be a to-do list.

Maybe you've fallen into the habit of leaving messages as "unread" to keep track of what needs to be responded to. You no longer have to lean on this habit. After all, you have read that message, haven't you?

Undoubtedly, some messages will require digging before a response can be sent.

When you have several of these messages that you're actively looking into -- and can't remember which you've responded to -- you can now quickly bubble them all to the top. Do this when its time to respond to everything outstanding, regardless of whether or not they've been read.

Momence Inbox allows you to message your entire customer list or just individuals. You can send emails, SMS or In-App messages all from one place, allowing to keep your conversations organized and easy to find.

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

Of to the right you'll have a preview of the customer's profile for easy reference.

View your sent messages

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

To do this, click Settings > Messages

From here you can view messages by category, and can see those sent to customers or instructors.

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.

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

​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'.

Below, on the left, in our CRM, we've selected a segmented list at the top. This list filters our customers for only those with expired memberships. To the right, we have our Inbox with that same segmented list selected.

And voila, we can now see our most recent conversations with just these individuals.

From the inbox, we can message them individually, or, perhaps most importantly, we can message this entire segment at once, using 'Contact Customers'.

This button allows us to write one message to everyone, that then sends separate threads of the same message to everyone individually (like in email, when we use 'bcc').

To change the order you see these segmented lists displayed at the top of your Inbox, 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 extends to messages received and will only show you messages sent to the location you're pre-filtered for.

To see all messages, have an admin navigate to Settings > Staff Accounts > click the three dots next to your name and edit 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.

To see your templates "in action" click Settings > Sent messages

Use the blue filter button to view messages by template type.

Select the template and click Apply Filter.

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

Before using variables, you should know that:

To learn more about how to use variables correctly, click here.

{{noteToCustomers}} 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.

By default, your Class Cancellation template contains this variable. You can change where its placed within the template as you see fit.

{{numberOfMinutesToRespond}} 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.

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.

Learn how to set a welcome message.

Click Studio set-up > Transactional templates > search for the word 'unsusccessful' > click the template you'd like to edit

Make changes and click Apply Changes at the bottom.

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.

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.

With customer segments, you can now target larger groups by filtering out (excluding) others.

These allow you to take a look at your entire customer population and filter it down based on criteria you set. This is helpful if you want to target a specific group with messaging -- for instance, a group that seems more likely to convert to a membership than others.

One common use case is to filter a segmented list by:

This group is ripe for conversion.

But lets say the group you want to target is more nuanced than the common case above. A new filter called "Customers who don’t have the selected membership(s) active" allows you to target anyone who isn't on the membership(s) you select.

​How is this different? Why is it better?

The initial use case actually filters out a special group: anyone who has previously made a purchase of a membership. This is an important group to get re-engaged and back into regular billing cycles, and the new filter option of "Customers who don’t have the selected membership(s) active" allows you to expand your segment to include this group.

You can play around with the new segmented list options by clicking Customers > Customer List > Customer Segmentation.

In customer segmentation, you can now filter to see customers who don't have a certain tag, helping to target new potential groups. Ex. those that haven't yet received a membership tag.

The 'filter by customer tags' toggle will give you the following options:

When a customer run's out of credits in their package, this is an opportune time to prompt them to purchase another pack. This prompt can be automated using Sequences.

Sequences allow you to tell Momence "when x happens (we call this a Trigger), do y (an Action). In this case, the Y can be a message to a customer that includes a Purchase link to buy another package.

To create a Sequence,

click Marketing > Campaigns > Create sequence > define the event that causes your message to fire > create the message > enable the sequence

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

Then click 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.

Also featured in this article:

Can customers unsubscribe themselves?

Transactional vs. Marketing messaging. What's the difference?
​​Will unsubscribes prevent me from messaging my customers manually?

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:

If your customer is interested in just Transactional SMS but not Marketing SMS, navigate to their profile to click the x next to Marketing SMS (see top of article).

Here's what they'll see in emails.

A Transactional email's footer.

A Marketing email's footer.

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.

You can do this from 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.

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:

If your customer is interested in just Transactional SMS but not Marketing SMS, navigate to their profile to click the x next to Marketing SMS (see this article).

Here's what they'll see in emails.

A Transactional email's footer.

A Marketing email's footer.

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.

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. In other words, these customers can't receive group messages any more.

You can message them individually from 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.