Momence Support Agent FAQs

The Support Agent is designed to assist your team with routine customer conversations and supported actions. It is not intended to replace human support.

For the best results:

The more complete and accurate your setup is, the better equipped your AI assistant will be to help your customers.
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Q: What is the Support Agent?

A: The Support Agent is an AI-powered assistant for your team. It can help answer customer questions, handle common requests, and complete supported actions on your behalf.
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The agent is designed to reduce repetitive work for your team while allowing staff to step in when a conversation requires human judgment, additional context, or an action the agent cannot complete.
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Q: Is the Support Agent meant to replace my staff?

A: No. The Support Agent is designed to assist your team, not replace it. The agent can independently handle many routine customer interactions, but there will always be situations where a customer needs a human. The best experience comes from allowing the AI to handle supported, repetitive requests while your team handles more complex or personal situations.
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Q: Should I expect the Support Agent to handle every customer conversation?

A: No. The Support Agent is designed to handle supported requests.

It may escalate a conversation when:

Escalations are a normal part of using an AI assistant.
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Q: What does the Support Agent need in order to work correctly?

A: The Support Agent needs accurate information and completed configuration before it can effectively assist your customers. This includes information such as:

The agent can only provide reliable answers based on the information available to it.
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Q: Why should I complete the Support Agent checklist?

A: The Support Agent checklist helps make sure the necessary information and settings are configured. An incomplete checklist can affect the agent's ability to respond accurately or perform supported actions.
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If you're troubleshooting why the agent did not respond or did not perform an expected action, checking the Support Agent checklist should be one of your first steps.
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Q: What does the accuracy indicator mean?

A: The accuracy indicator provides a general view of how well your AI is configured with the information needed to support customer conversations.

Important: The accuracy indicator reflects the completeness of your AI setup and available information. It is not a guarantee that every AI response will be accurate.
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Q: What can the Support Agent help customers with?

A: Depending on your configuration, the Support Agent can handle supported requests involving:
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Guest passes are not currently supported.
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Q: Can the Support Agent answer general questions about my studio?

A: Yes. The agent can answer general questions when the relevant information is available in your FAQ, Knowledge Base, or configured studio information.

This can include questions about:

Q: Can the Support Agent make changes for customers?

A: Yes, for supported actions.

Depending on your configuration, the agent can perform actions such as booking or cancelling classes, managing supported membership actions, rescheduling appointments, and handling supported billing or refund requests. The action must be supported and permitted by your Support Agent settings.
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Q: Will the agent always complete an action when a customer asks?

A: No. The agent will only complete actions that are supported and permitted by its configuration.
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If an action is restricted, unclear, unsupported, or requires staff involvement, the conversation may be escalated.
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Q: How does the Support Agent know what to say?

A: The Support Agent uses your studio's knowledge content, FAQs, settings, policies, and configured information to determine how to respond.
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Q: Does the Support Agent automatically know everything about my studio?

A: No.

The agent does not automatically know every detail about your business. It relies on the information that has been provided and configured in Momence. Think of it like training a new member of your team: if you want the agent to know your pricing, policies, class details, or studio-specific rules, that information needs to be available to it.
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Q: What happens if information is missing?

A: The agent cannot reliably provide information it does not have.

For example, if your current membership pricing or cancellation policy has not been configured, the agent should not be expected to know the correct answer. The agent may provide a fallback response and escalate the conversation to staff.
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Q: Why did the agent give incorrect or outdated information?

A: First, check whether the information available to the agent is accurate and current. Review:

The agent cannot reliably provide information that is missing, outdated, or incorrectly configured.
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Q: Why did the agent misunderstand something I told it earlier?

A: The Support Agent has access to up to 24 hours of conversation context.

Information from an older conversation may not be available when the agent responds.
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If something is important and should consistently be available to the AI, add that information to your FAQ, Knowledge Base, or relevant configuration instead of relying on an older conversation.
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Q: How can I improve the accuracy of my Support Agent?
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A: Start with the basics:

The more complete and accurate your information is, the better equipped the agent is to assist customers.
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Q: Does the Support Agent proactively start conversations?

A: The Support Agent engages when the customer initiates the conversation.

It is not designed to independently start a new conversational interaction with a customer who has not messaged.
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Q: Can the Support Agent continue a conversation after a customer replies?

A: Yes. When a customer engages through a supported channel, the agent can continue responding as long as the conversation remains within supported topics and the necessary information is available.
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Q: Why didn't the Support Agent respond?

A: There are several possible reasons. Check whether:

If the agent cannot confidently handle the request, it may escalate the conversation instead.
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Q: Will the agent respond to every type of message?

A: No. The agent is designed to respond to supported, text-based customer requests.
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Messages that are unrelated to supported topics, unclear, unsupported, or missing the necessary information may not receive a definitive answer and will be escalated to staff.
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Q: Which channels does the Support Agent support?

A: The Support Agent currently supports:

Webchat or embedding the Support Agent into another platform is not currently supported. The agent also does not engage on external platforms outside of Momence.
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Q: Does WhatsApp require additional setup?

A: Yes. WhatsApp must be properly connected and configured before the Support Agent can engage through that channel.
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If WhatsApp is not configured correctly, the agent will not be able to respond through WhatsApp.
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Q: Can the Support Agent convert leads into customers?
A: Yes. The Support Agent can assist with converting leads into customers when the lead engages with the agent. It can collect any missing information from the lead and use that information to create or convert the lead into a customer profile.
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Q: Does lead conversion mean the Support Agent proactively contacts new leads?

A: No. Lead conversion and proactive sales outreach are different functions.
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The Support Agent can help convert a lead when the lead engages with the agent.

Marketing Sequences can send predetermined SMS and email messages according to configured workflows, but those messages are different from a conversational AI interaction.
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Q: Can Marketing Sequences follow up with leads?

A: Yes. Marketing Sequences can send predetermined SMS and email messages based on the sequence you've configured. The Support Agent itself engages when the customer or lead interacts with it.
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Q: Can the Support Agent book a class?

A: Yes, when the request is supported and the necessary settings allow the action.
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Q: Can the Support Agent cancel a class booking?

A: Yes, when the cancellation is supported and permitted by your configured settings and policies.
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Q: Can the Support Agent book or reschedule an appointment?

A: Yes. Supported appointment bookings and rescheduling can be completed when the request is clear and permitted by the agent's configuration.
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Q: Can the Support Agent freeze or unfreeze a membership?

A: Yes, when the applicable membership settings and policies allow the action.
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Q: Can the Support Agent upgrade or downgrade a membership?

A: Yes, supported membership upgrades and downgrades can be handled by the agent.
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Q: Can the Support Agent cancel a membership?

A: Yes, membership cancellations are supported when the request is permitted by your configuration and policies.
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Q: Can the Support Agent handle refunds?

A: The Support Agent can handle supported refunds, including recent renewals or mistaken charges, when the necessary billing information and policies are properly configured.
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Requests outside of the supported refund workflow may be escalated to staff.

​Q: Can the Support Agent handle guest passes?

A: Not currently. Guest passes are not supported at this time.

Q: Can the Support Agent edit scheduled freezes?
A: Yes. The Support Agent can update an ongoing membership freeze. “Handle requests to change an ongoing freeze” is enabled by default under Inbox Settings > AI Customization. The Support Agent can:

The Support Agent can only update the freeze end date. The freeze start date cannot be changed.
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Q: What is an escalation?

A: An escalation occurs when a customer request needs to be handled by a staff member instead of the AI Agent. The agent may escalate when:

Escalation is an expected part of the Support Agent workflow.
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Q: Does an escalation mean the AI made a mistake?

A: Not necessarily. The AI is designed to recognize when a request needs human assistance. An escalation may simply mean the request requires additional context, an unsupported action, or human judgment.
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Q: Where can I see escalated conversations?

A: When the AI escalates a conversation, it is marked as Escalated in the Inbox.

Staff can review the conversation and determine how it should be handled.
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Q: Can I assign an escalated conversation to a staff member?

A: Yes. Hosts can configure who is notified when the AI escalates a conversation.

This allows you to route escalation notifications to specific team members and better align AI escalations with your internal support structure.
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Q: Where do I configure escalation notifications?

A: AI escalation notification preferences can be configured within Inbox Settings.

You can configure specific team members to receive notifications when an AI escalation is created.
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Q: Why should I configure escalation notifications?

A: Configuring escalation notifications helps make sure the right people know when a conversation requires staff involvement. This can help your team:

Q: What happens after a conversation is escalated?

A: Once a conversation is escalated, staff can review the customer's conversation, respond directly, and take any necessary action.
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The appropriate team member can then mark the escalated conversation as resolved once the request has been handled.
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Q: What is the "Mark as Resolved" button?

A: Mark as Resolved is available for conversations that have been escalated to staff.

Once the staff member has handled the request, they can select Mark as Resolved to indicate that the escalation has been addressed.
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Q: Why don't I see "Mark as Resolved" on every conversation?

A: The Mark as Resolved option appears when a conversation has been escalated and requires staff involvement. It does not appear when the AI independently handles and completes its own conversations.
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Q: How can I reduce unnecessary escalations?

A: If the agent repeatedly escalates questions it should be able to handle, review the information and configuration available to it. Start by checking:

If the agent does not have the information required to answer a question accurately, adding that information can help it handle similar requests in the future.
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Q: Can the Support Agent manage customer message subscriptions?

A: Yes. The Support Agent can handle supported requests to opt customers in or out of:

Q: Does the Support Agent handle marketing subscriptions?

A: Yes. Message subscription management is handled through the Support Agent.
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Q: Can I customize how my Support Agent communicates?

A: Yes. Brand Voice & Tone allows you to customize how the agent communicates with your customers.

Available tone options include:

Q: What should I include in my Brand Voice & Tone settings?

A: Use this area to give the agent guidance about your brand's personality and communication style. You can include things such as:

Clear brand guidance helps the agent communicate more consistently with your studio's identity.

Q: Does Tone change what the agent knows?

A: No.

Tone controls how the agent communicates. Your FAQ, Knowledge Base, studio information, policies, and settings provide the information the agent uses to answer customers.

Q: Can I control how long the Support Agent's responses are?

A: Yes. The Response Length setting lets you control how much information the agent includes in its responses.
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You can choose:
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Short and direct responses that remove unnecessary greetings, preambles, and sign-offs while preserving important information.

A balanced amount of context and detail. This is the default setting.

Provides additional context and explanation when responding to customers.

Q: Does Response Length change the agent's Tone?

A: No. Response Length and Tone work independently.

For example:

Q: Will Concise responses leave out important information?

A: No. Concise responses remove unnecessary filler, but important information will still be included when applicable.This can include:

Concise means less filler, not less important information.

Q: What is Response Style?

A: Response Style provides additional instructions for how the AI should communicate. When you select a Tone or Response Length, a suggested Response Style may automatically appear if the field is empty.

The suggested text is fully editable so you can adjust it to better match your brand and communication preferences.

Q: What happens if I edit the suggested Response Style?

A: Your custom Response Style is preserved. Changing the Tone or Response Length afterward will not overwrite your custom Response Style.

If you completely clear the Response Style field, a new suggestion will appear the next time you change your Tone or Response Length.

Q: Can I preview my AI's responses before saving?

A: Yes. The Example Message preview updates as you change:

This allows you to see how your settings work together before saving.
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Q: What happens when a staff member needs to take over?

A: Staff can review the conversation and respond directly to the customer.

If the conversation was escalated, the staff member can handle the request and use the applicable settings to complete the request.

Q: Can the AI continue engaging after staff interaction?

A: Yes. After a staff member addresses a customer request, the conversation can be marked as resolved when applicable. The AI can then handle future customer engagement according to its normal configuration.

Q: What should I do before turning on the Support Agent?
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A: We recommend:

​Q: What is the most important thing to remember about the Support Agent?

A: The Support Agent is an assistant.
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It can take a significant amount of repetitive work off your team's plate, but it works best when paired with accurate information, thoughtful configuration, and a team that is available to step in when a customer needs human assistance.
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The AI can only provide reliable information based on the information available to it. Keeping your content, policies, settings, and brand guidance accurate and current is essential to getting the best results.