Your FAQ is used by the Support Agent to respond to customer questions. The accuracy of these responses depends on how clear and up to date your FAQ is. Keep entries simple, relevant, and easy to maintain.
What to Include
Include only the most frequently asked questions about your studio and services. This should cover general information that helps customers quickly understand what to expect.
FAQs should include general, high-frequency questions such as hours of operation, parking instructions, location or access details, what to bring, attire guidance, equipment requirements, and basic questions about your services or experience such as availability of amenities (for example, showers or changing areas). The FAQ section is intended for clear, concise answers to common questions only.
This includes parking information, location details (especially if you operate multiple locations), what customers should bring, arrival instructions, and basic questions about classes, memberships, or services. Policy-related questions can be included only if the answer remains short and direct.
Common entries include:
Parking details
Studio location and access information
What to bring to class or appointments
Arrival expectations
Basic membership or class information
All content should be written in plain language so it can be used directly by the Support Agent without interpretation.
What Not to Include
Do not include full policy documents, Terms & Conditions, or detailed explanations. The FAQ is not intended for edge cases, internal notes, or operational breakdowns.
Avoid:
Long policy descriptions
Rare or exception-based scenarios
Internal or staff-only instructions
Duplicate content already defined in studio settings
If a topic requires additional detail or context, it should live in your official policies rather than the FAQ.
How the Support Agent Uses the FAQ
The Support Agent uses your FAQ as a source of truth when responding to customer inquiries. When the FAQ is complete and accurate, responses are consistent and require fewer escalations. When information is missing, unclear, or contradictory (for example, if a policy listed in the FAQ does not match the policy set in your studio settings), the system will escalate the request to ensure accuracy.
Where to Manage the FAQ
You can manage your FAQ in Inbox → Settings → AI Customization Settings, located at the bottom of the page within the AI settings area. From here, you can add new entries, edit existing answers, or remove outdated content.
If information such as schedules, locations, services, or policies is included in your FAQ and changes are made in Momence, the FAQ must be manually updated to reflect those changes and ensure accuracy.
FAQ Entry Standards
Each FAQ entry should address a simple question with a clear, direct answer. Responses should remain concise and easy to scan, without additional explanation or internal context.
Effective entries are:
Single-topic and specific
Direct and easy to understand
Consistent in tone and structure
Free of internal or technical language