Sales Agent FAQs
Q: Why isn’t my Sales Agent engaging with a lead?
A: The lead must be in an Active Sales Journey. Check this under Inbox → Search for lead → Details. If no active journey is assigned, add the lead to a journey first.
Q: Can I make the Sales Agent follow up more aggressively?
A: Yes. Adjust the Follow Up Tone in Inbox → Settings → AI Customizations → Sales Agent:
Urgency – More persistent, frequent outreach
Gentle Reminder – Softer, less frequent outreach
Q: How do I update lead stages and offers?
A: Go to Inbox → Sales Agent → Customer Journey to edit:
Lead stages
Offers shown at each stage
How the agent responds when offers are accepted or declined
Q: Can the Sales Agent convert a lead to a customer?
A: Yes. The agent automatically collects emails and completes customer registration when a lead messages you.
Q: Does the Sales Agent handle marketing subscriptions?
A: No — marketing subscription management is handled by the Support Agent.
Q: Why didn’t the agent respond to a lead?
A: Possible reasons include:
Lead is not in an active journey
The message is unrelated to supported topics
No FAQ or knowledge content exists for the topic
Q: Which channels does the Sales Agent support?
A: SMS, Email, In-app Messaging, WhatsApp
Support Agent FAQs
Q: What tasks can my Support Agent handle?
A: The Support Agent manages:
Memberships: sign-ups, freezes/unfreezes, upgrades/downgrades, cancellations, billing/refunds
Classes: bookings, cancellations, check-ins
Appointments: booking, rescheduling, cancellations, check-ins
Lead conversion: collecting emails and registering leads
Message subscriptions: opting customers in/out of email, SMS, WhatsApp
Note: Guest passes are not supported yet, but more news to come on this release.
Q: How do I control what the Support Agent can handle?
A: Go to Inbox → Settings → Support Agent to adjust permissions for memberships, classes, and appointments.
Q: How does the agent know what to respond to?
A: The agent uses your studio’s knowledge content, FAQ, and configured settings to determine the correct response. It only replies to recognized text-based messages.
Q: What happens if the agent can’t answer?
A: Messages outside supported topics are escalated to staff or receive a fallback response.
Q: How do I ensure accurate responses?
A: The setup-based accuracy indicator shows whether your studio info is complete:
High Accuracy: AI handles most requests automatically.
Low Accuracy: Missing info (class/membership descriptions, pricing, cancellation/freeze policies) will be flagged for review.
Q: Can the agent explain my policies?
A: Yes, including:
Studio info and hours
Cancellation, no-show, and refund policies
Pricing and membership details
FAQs about classes, appointments, and experiences
Q: Why didn’t the agent respond to a customer message?
A: Possible reasons:
Message not related to memberships, classes, or appointments
No relevant FAQ content exists
Customer sent only emoji or “seen”
Q: Which channels does the Support Agent support?
A: SMS, Email, In-app Messaging, WhatsApp
Q: Can the Support Agent reschedule or cancel bookings?
A: Yes — as long as the action is allowed in your Support Agent settings. Requests that are unclear or restricted are escalated to staff.
Q: Can the Support Agent handle refunds?
A: Yes — for recent renewals or mistaken charges, if billing info and policies are properly configured.
Q: Can the agent engage after manual outreach?
A: Yes. After manually addressing a customer request, you can mark the message as resolved in the Inbox. A green check will appear to confirm resolution.
General Questions
Q: Do agents work in all channels?
A: Both agents support SMS, Email, In-app Messaging, and WhatsApp. They do not engage on external platforms outside Momence.
Q: Can agents respond to general questions about the studio?
A: Yes, as long as the info exists in the FAQ/Knowledge Base.
Q: How do I know if my agents are performing correctly?
A: Check:
Setup-based accuracy indicators
Active Sales Journeys for Sales Agent
Permissions and escalation settings for Support Agent
Q: Can agents use emojis or casual language?
A: Yes, if configured in Brand Voice and Tone. You can choose:
Direct and professional
Friendly and supportive
Playful and community-driven