Why isn’t my Sales Agent engaging with a new lead?
If your Sales Agent isn’t reaching out to a lead, the most common reason is that the lead is not currently in an Active Sales Journey.
How to verify this:
Go to Inbox.
Search for the customer.
Under Details, check whether the lead is assigned to an Active Sales Journey.
If the lead is not in an active journey, you’ll see a notice indicating that no active journey is assigned. In this case, you must add the lead to a journey before the Sales Agent can begin engaging.
You can find more guidance in your Sales Agent setup documentation.
I want the Sales Agent to reach out more. Can I adjust this?
Yes. You can control how proactively the Sales Agent follows up by adjusting the Follow Up Tone.
How to update this:
Go to Inbox → Settings → AI Customizations → Sales Agent.
Find the Follow Up Tone setting.
Choose one of the following:
Urgency – More persistent, more frequent follow-ups
Gentle Reminder – Softer, less frequent outreach
This setting determines how assertively the Sales Agent interacts with leads who haven’t responded or converted yet.
Where can I edit my Lead Stage Offers and Stages?
All Lead Stages and Offers can be modified from the Sales Agent area.
To edit these settings:
Go to Inbox → Sales Agent.
Select Customer Journey.
Use the editing options to adjust:
Lead stages
Offers shown in each stage
Additional journey behaviors
This is where you define what the Sales Agent presents to leads and how it responds when offers are accepted or declined.
Where can I edit Support Agent behavior?
You can configure how the Support Agent handles classes, memberships, and appointments in your Support settings.
To update permissions:
Go to Inbox → Settings → Support Agent.
Adjust the options for:
Appointments
Memberships
Classes
These settings define which actions the Support Agent is allowed to take and how it should respond in common scenarios.
Can the Sales or Support Agent handle guest passes?
Not at this time. Currently, neither agent can manage guest pass–related tasks, including:
Adding a guest to an existing class
Creating an additional class registration under another profile
This functionality may be supported in future updates.
Does the agent support marketing subscription or unsubscribing?
Yes. The agent can manage marketing subscription changes, including opting customers in or out of email and SMS messages.
To ensure this is enabled, go to AI Customization → Support Agent and toggle on Allow Message Subscription.
Can the agent convert a lead to a customer?
Yes. When a lead messages you, the agent automatically collects the email and completes customer registration to streamline the conversion process.
How can I make sure both agents are used consistently?
For consistent use of both the Sales and Support Agents:
Confirm leads are added to Active Sales Journeys
Review the Follow Up Tone for the Sales Agent
Regularly check Support Agent permissions
Stay aware of limitations such as guest pass handling
What has to happen for the agent to respond?
The agent must receive a text-based incoming message. After receiving a message, it determines whether the topic matches one of its supported categories before responding.
What types of questions will the agent respond to?
The agent responds to messages related to:
Classes (schedules, bookings, availability)
Appointments (booking, canceling, rescheduling)
Memberships (signups, freezes, cancellations, fees)
Supported actions the agent is permitted to perform
FAQs found in your knowledge content
Will the agent respond to completely unrelated questions?
If a message isn’t related to supported topics, the agent may give a general fallback reply or escalate to staff if it cannot help.
Can the agent answer general questions about our studio or policies?
Yes—if the information is added to the FAQ / Knowledge section.
This includes:
Studio information
Policies
Pricing
Common questions
Why didn’t the agent respond when someone messaged us?
Possible reasons include:
The message wasn’t recognized as relating to classes, appointments, memberships, or supported actions
No FAQ content exists for the topic
For Sales: the lead isn’t in an active journey
Can the agent reply if someone just reacts with an emoji or sends “seen”?
No. The agent requires actual text to understand intent. Emoji reactions and “seen” indicators do not trigger a response.
Does the agent work in every channel (SMS, email, IG, etc.)?
The agent currently engages only through Momence-supported channels:
SMS
Email
In-app messaging
It does not support external platforms like Instagram, Facebook, etc.
Can the agent help with rescheduling or canceling?
Yes, as long as the action is allowed in your Support Agent settings and aligns with your policies. If an action is restricted or unclear, the agent will escalate to staff.
Can the agent explain our policies (late cancel, no-show, refunds)?
Yes. The agent can explain and act on policies as long as your policies are accurately configured in your Settings.