The Support Agent generates responses using the information configured in your studio settings. It does not interpret or assume missing information. Instead, it relies on structured data such as class details, membership descriptions, service settings, and policy configuration.
When setup is complete, the Support Agent can provide accurate and consistent responses. When information is missing or unclear, responses may be limited or escalated.
General Setup
Your general setup includes your core studio and account configuration. This establishes how your business is recognized across Momence and provides the foundation for how all other information is interpreted. This section should always be complete and up to date, as it impacts overall system behavior and Support Agent accuracy.
Class Descriptions
Each class should include a clear name and description that explains what the class is and what customers can expect. This allows the Support Agent to distinguish between class types and accurately respond to questions about format, style, difficulty level, or structure.
Incomplete or unclear class descriptions may result in less accurate responses or reduced clarity when customers ask about offerings.
Memberships
Each membership must include a name and a clear description that explains what is included. This ensures the Support Agent can accurately respond to questions about membership options, benefits, and differences between plans. If membership descriptions are missing or inconsistent, the Support Agent may not be able to fully explain what each plan includes.
To make setup easier, membership descriptions can be bulk imported when configuring multiple plans at once. For assistance, reach out to [email protected] and include the membership names as shown in Momence along with the corresponding descriptions.
Appointment Services
Each appointment service should include a name, duration, price, and description. This allows the Support Agent to accurately respond to questions about services, availability, and booking details.
If this information is incomplete, responses related to services may be limited or lack key details.
Cancellation Policy
Your cancellation policy defines how cancellations, late cancellations, and refunds are handled within your studio.
The Support Agent uses this information directly when responding to related customer inquiries. If this policy is not fully configured, responses may be incomplete or require escalation.
Freeze Policy
Freeze settings define how membership pauses are handled, including eligibility, duration limits, and restrictions.
This information is used by the Support Agent to respond to questions about temporarily pausing memberships. Missing or unclear settings may result in inaccurate responses.
Location Settings
All locations and rooms should be properly configured with clear descriptions. This ensures the Support Agent can accurately reference where classes and services take place.
This is especially important for studios with multiple locations, shared spaces, or location-specific instructions.
Waivers and Agreements
All waivers should be reviewed under Settings → Agreements, Waivers & Privacy Policy to ensure they are current and correctly configured.
These settings may affect how memberships and services are interpreted within the system.
Helpful Resources
If you need additional help or more information about waivers and agreements, please refer to the following articles on contracts and custom waivers: Contract vs. Membership Contract and Custom Waivers.
Why This Matters
The Support Agent depends entirely on your studio setup to generate accurate responses. When setup is complete and consistent, responses are reliable and require less escalation.
When information is missing or inconsistent, responses may be incomplete, less accurate, or escalated to staff for clarification. A complete setup ensures a smoother experience for both customers and your team.
Tips for Best Results
Keep all descriptions clear, simple, and consistent across your studio. Use customer-facing language rather than internal terminology, and avoid overly detailed explanations that are not necessary for customers. Consistency across all sections is the strongest factor in improving Support Agent accuracy and performance over time.