1. Why isn’t my Sales Agent engaging with the new lead?
If your Sales Agent is not engaging with 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, confirm that the lead is assigned to an Active Sales Journey.
If the lead is not in an active journey, you’ll see a message indicating that no active journey is assigned. In that case, you’ll need to add the lead to a journey before the Sales Agent can start engaging.
You can read more about ensuring your Sales Agent is set up correctly in your Sales Agent setup documentation.
2. I want the Sales Agent to reach out more. Can I adjust this?
Yes. You can adjust how proactively the Sales Agent follows up with leads by changing the Follow Up Tone.
Go to Inbox → Settings → AI Customizations → Sales Agent.
Find the Follow Up Tone setting.
Choose:
Urgency if you want the Sales Agent to be more persistent and follow up more frequently.
Gentle Reminder if you prefer lighter, less frequent outreach.
This setting controls how assertive the Sales Agent is when following up with leads who haven’t yet responded or converted.
3. Where can I edit my Lead Stage Offers and Stages?
You can edit your Lead Stage Offers and Stages directly from the Sales Agent area.
Go to Inbox → Sales Agent.
Select Customer Journey.
On the next page, use the available edit actions to adjust:
Lead stages
Offers shown in each stage
Other journey settings
This is where you control what the Sales Agent offers at each stage and how it reacts when leads accept or reject offers.
4. Where can I edit the Support Agent behavior?
You can configure what the Support Agent can do for appointments, memberships, and classes in your Support settings.
Go to Inbox → Settings → Support Agent tab.
Update the options for:
Appointments
Memberships
Classes
From here, you define which actions the Support Agent is allowed to take and how it should respond in common scenarios.
5. Can the Sales or Support Agent handle guest passes?
Right now, the Sales Agent and Support Agent cannot manage guest pass add-ons. This includes:
Adding a guest to an existing class.
Creating another class for a client under a different profile.
This functionality isn’t available yet, but may be supported in future updates.
6. Does the agent support marketing subscription / unsubscribing?
Yes. The agent can help manage marketing subscriptions by processing requests to subscribe or unsubscribe, according to your marketing and consent settings. To ensure your Support Agent can do this, ensure the settings is toggled on under Ai Customization > Support Agent > Toggle on Allow Message Subscription
7. Can the agent convert a lead to a customer?
Yes. If lead messages you, the agent will automatically handle email collection and customer registration.
8. How can I make sure both agents are used consistently?
To keep both your Sales Agent and Support Agent engaging as expected:
Confirm leads are added to Active Sales Journeys.
Review Follow Up Tone settings for the Sales Agent.
Regularly check Support Agent permissions for appointments, memberships, and classes.
Keep an eye on any known limitations, such as guest passes or marketing subscription handling.
9. What has to happen for the agent to respond?
The agent needs to see an incoming message from the client or lead. Once they engage, the agent checks whether the message matches one of its recognized topics (like classes, appointments, memberships, actions, or FAQs) and then responds accordingly.
10. What types of questions will the agent respond to?
The agent will respond when the message is about:
Classes (schedules, bookings, availability, etc.)
Appointments (booking, rescheduling, canceling)
Memberships (signing up, freezing, canceling, fees)
Supported actions (like booking or managing items the agent is allowed to handle)
General questions that are covered in your FAQ content
11. Will the agent respond to completely unrelated questions?
If a message is not about classes, appointments, memberships, supported actions, or anything covered in your FAQ content, the agent may either give a general fallback reply or not be able to help and should escalate to staff.
12. Can the agent answer general questions about our studio or policies?
Yes. As long as you’ve added this information to the FAQ / knowledge section, the agent can answer general questions about your studio, policies, pricing, and other common topics.
13. Why did the agent not respond when someone messaged us?
Common reasons include:
The message was not recognized as a question about classes, appointments, memberships, or a supported action.
There is no relevant FAQ content for the question.
The lead is not in an active flow where the agent is allowed to act (for Sales).
14. Can the agent reply if someone just reacts with an emoji or “seen”?
No. The agent needs an actual message with text it can interpret. Simple reactions or “seen” events do not trigger a response.
15. Does the agent work in every channel (SMS, email, IG, etc.)?
The agent will only engage in within the current Momence communication channels; text, e-mail, in-app messaging.
16. Can the agent help with rescheduling or canceling classes and appointments?
Yes, as long as those actions are allowed in your Support Agent settings and fall within your policies/set up. If an action is blocked or unclear, the agent should escalate to staff.
17. Can the agent explain our policies (late cancel, no‑show, refunds)?
Yes, if those policies are clearly adjusted and updated within your Settings. The agent will use that content to answer general policy questions and execute the action.