Getting Started with Your Support Agent
The Momence Support Agent helps automate client communication, handle common requests, and streamline operational tasks. When fully configured, it can confidently assist with bookings, cancellations, membership updates, and more — while escalating complex cases to your team when needed.
To ensure accuracy, the Support Agent relies on your studio settings. This article walks you through the setup experience and explains how the system evaluates your readiness through a setup-based accuracy indicator.
What the Support Agent Can Do
Membership & Billing
Intent | Example |
Add or update payment method | "Can I update my card on file?" |
Cancel a membership | "I'd like to cancel my membership." |
Freeze a membership | "Can I pause my membership for a few weeks?" |
Unfreeze or manage a freeze | "Can you resume my membership now?" |
Learn about plans & pricing | "What plans do you offer?" |
Check membership status | "When does my membership renew?" |
Purchase a membership | "How do I sign up for a membership?" |
Refund a renewal charge | "I was charged for a renewal by mistake. Can I get a refund?" |
Change membership plan | "I'd like to upgrade my plan." |
Classes, Sessions & Bookings
Intent | Example |
Ask about a class or session | "Is this class good for beginners?" |
Check spot availability | "Is there still space in tonight's class?" |
Look up the schedule | "What's on the schedule tomorrow?" |
Check in to a session | "Can you check me in for today's class?" |
Book a class or session | "Can you book me into the 6 PM class?" |
Cancel a booking | "I need to cancel my booking." |
Join a waitlist | "Can you add me to the waitlist?" |
Leave a waitlist | "Please take me off the waitlist." |
Reschedule a booking | "Can you move my booking to Thursday?" |
Refund a fee | "Can I get my no-show fee refunded?" |
Conversation & Support
Intent | Example |
Reply to a follow-up message | "Thanks, that class was great!" |
Talk to a real person | "Can I speak to a real person?" |
Get connected with the team | "This isn't helping. I need a person." |
Manage email/SMS preferences | "Can you unsubscribe me from texts?" |
Book an intro call | "Can we do Wednesday at 2 PM for the call?" |
Get studio information | "What are your opening hours?" |
With this automation, your customers get faster support and your team saves time.
Setting Up Your Support Agent
All configuration options can be found under:
Inbox → Settings → AI Customization
Here, you will set communication preferences, choose the tasks the AI can handle, and review your accuracy readiness.
Setup Accuracy: How It Works
To provide correct answers, the AI needs complete, accurate information about your studio. Momence provides a setup-based accuracy indicator that shows whether your account is fully ready for AI-handled support.
High Setup-Based Accuracy
Your essential business settings are complete. The Support Agent can confidently answer more questions and perform more actions.
Low Setup-Based Accuracy
If your setup is incomplete or missing important information, the system will notify you directly and tell you exactly what needs to be updated.
Examples may include:
A membership missing a description
A class without a description
An appointment lacking price or time details
No cancellation policy set
Missing freeze settings
Undefined room or location information
When accuracy is low, the Support Agent will escalate more often to prevent giving incorrect information.
What You’ll See When Accuracy Is Low
When something needs your attention, the system will:
Display a low-based accuracy indicator
Highlight the specific items that are incomplete
Provide a direct link to the area that needs to be updated
Prevent the AI from responding to requests it cannot safely answer
This ensures the AI only replies when it has reliable, accurate details to work from.
Setup Steps That Influence Accuracy
To reach high accuracy, complete the following:
General business setup
Class descriptions
Membership names + descriptions
Appointment service details (time, price, description)
Cancellation policy
Freeze policy
Location + room descriptions
Each item you complete improves the Support Agent’s accuracy and expands what it is able to help with.
Customizing How Your Support Agent Communicates
Customize how your Support Agent communicates with customers so its responses match your studio’s brand, preferences, and desired level of detail.
Brand Voice & Tone
Choose the tone that best matches your studio, whether that’s direct, friendly, playful, or professional. Your selected tone helps guide how the Support Agent communicates with customers across conversations.
Assistance Name
Give your Support Agent a customized name for a more personal touch. Customers will see and interact with the Support Agent using the name you choose.
Response Style
Customize the way your Support Agent communicates by setting preferences for pronouns, positivity, emoji usage, and general phrasing.
Response Length
Control how much detail the Support Agent includes in its responses. Choose the response length that best fits your studio and how you want customers to receive information:
Concise: Keeps responses short and to the point, providing only the most important information.
Standard: Provides a balanced amount of context while keeping responses easy to read.
Detailed: Provides more context and explanation when customers may benefit from additional information.
Response Length is separate from your Brand Voice & Tone, so you can choose the tone that fits your studio while independently controlling how detailed the Support Agent’s responses are.
Frequently Asked Questions
Here you can add custom FAQs to ensure the AI gives fast, consistent answers for common questions such as appointments, memberships, attire, parking, age limits, or facility details. You can locate and customize your FAQ section under Settings > Locations > Edit next to the applicable location.
Opening Hours
The Opening Hours section in Settings → Location helps define your studio’s general operating hours. This information is used as a reference for the support agent to better understand your studio’s typical availability.
What Opening Hours are used for
Opening Hours help the support agent:
Understand your studio’s general operating schedule
Respond to questions about when your studio is open
Provide better context during support conversations
Important note
Opening Hours are completely separate from your booking setup.
They do not impact or control:
Class schedules
Appointment availability
Venue configurations
Booking rules or restrictions
These systems are managed separately in their own settings.
Why Completing Setup Matters
A fully configured Support Agent allows your studio to:
Provide faster customer service
Reduce manual workload
Avoid misinformation
Maintain consistent communication
Minimize escalations to staff
Improve guest experience
With high setup-based accuracy, the Support Agent becomes a reliable extension of your team.