Tag-Based Replies: How It Works
Tag-based replies let you control which customers your Support Agent engages with, using the customer tags you already manage in Momence. Tags work like a permission switch: they decide when the Support Agent is allowed to reply and when a conversation should go straight to your team.
This gives you full control over where the Support Agent helps. It also makes it easier to test and review the Support Agent’s responses, because you can limit it to a specific group of customers before expanding to everyone.
Where to Find This Setting
Go to Inbox → Settings → AI Customization, then find Use tag-based replies under Customer management.
The Three Modes
Choose one of three modes for how the Support Agent handles conversations.
1. Respond to Everyone (Default)
The Support Agent responds to all customers. This is the simplest setup and gives you the most coverage, so it’s the option we recommend for most studios.
Use this when:
You want the Support Agent to handle most conversations
Your policies and rules are straightforward
You’re comfortable with the Support Agent helping all types of customers
2. Respond Only to Customers With Specific Tags
The Support Agent only responds to customers who have at least one of the tags you select. It doesn’t reply to anyone else, and your team handles those conversations.
This mode is best for testing or a gradual rollout.
Use this when:
You’re trying out the Support Agent with a small group of customers first
You only want the Support Agent to help specific groups, such as “Active Member,” “Intro,” or “VIP”
You want tighter control before expanding to all customers
3. Ignore Customers With Specific Tags
The Support Agent responds to everyone except customers who have one of the tags you select. Those customers always reach a member of your team.
Use this when:
Staff, instructors, or owners should always get a reply from a person
You want certain internal or sensitive contacts to be handled by your team
You want broad coverage but need to exclude specific groups
What Happens When a Message Comes In
The Support Agent checks the customer’s tags.
It compares those tags to the mode and tags you’ve selected.
If the customer is included, the Support Agent responds.
If the customer is excluded, the Support Agent doesn’t reply, and the message stays in your inbox for your team to handle.
Good to Know
No tags selected: The Support Agent responds to everyone.
Tags are checked first: The Support Agent checks tags before it replies or takes any action.
Applies to all agent modes: Tag-based replies apply to both Support Agent and Sales Agent modes.
Tags control access only: Tag rules decide who the Support Agent replies to. They don’t change your policies or what the Support Agent says.
Keep your tags up to date: Tag rules are only as accurate as the tags on each customer’s profile. If a customer is missing a tag or has the wrong one, the Support Agent may reply when you don’t expect it, or not reply when you do.
Key Takeaway
Tag-based replies don’t change what the Support Agent says. They control who it talks to. To get the most out of them:
Use tags to limit risk while you get comfortable with the Support Agent
Keep your policies simple and clear
Expand coverage gradually as you gain confiden