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
The Support Agent is designed to handle everyday customer needs, including:
Booking sessions, appointments, and waitlists
Canceling classes, appointments, and memberships
Processing payments and issuing refunds
Handling freezes, unfreezes, and plan changes
Managing renewals and billing concerns
Updating lead information and assisting with lead conversion
Managing customer journeys
Escalating cases to staff when needed
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
Brand Voice & Tone
Choose the tone that matches your studio — direct, friendly, playful, or professional.
Assistance Name
Give your Support Agent a customized name for a more personal touch.
Response Style
Control pronouns, level of positivity, emoji usage, and general phrasing preferences.
What the Support Agent Can Handle Based on Your Settings
Memberships
Sign-ups & activations
Freezes & unfreezes
Upgrades, downgrades, and plan changes
Cancellations
Renewal & billing concerns
Classes
Bookings
Cancellations
Check-ins
Appointments
Booking
Cancellations
Check-ins
Updates for appointments created with “pay later” options
FAQs
Add custom FAQs to ensure the AI gives fast, consistent answers for common questions such as attire, parking, age limits, or facility details.
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.