Introducing Agent Summary
When a customer sends a message, a lot happens in seconds. The Support Agent reads the request, checks schedules, matches memberships, applies booking rules, and responds all before most people have finished their coffee. Until now, that process was a black box. Anyone could see the outcome, but not the reasoning behind it.
Agent Summary changes that. Every action the agent takes now comes with a plain-language explanation a brief, human-readable account of what the agent did, why it did it, and what it still needs to move forward. It shows up alongside each message thread so anyone can follow along in real time, step by step.
What It Looks Like
The agent thinks between every action and each step is logged as it happens. When multiple actions occur in sequence, a single Summary automatically rolls them up into one view: what has been completed so far and what the agent is planning to do next. Here's an example:
In one sentence, you know: what was booked, when, which membership was applied, and exactly what the agent is waiting on to complete the next step. No digging through message threads. No guessing.
How Summaries Work
The agent logs every individual action as it runs each one visible as a discrete step in the thread. But reading a long list of micro-actions isn't always practical. That's where the Summary comes in.
When multiple actions happen in sequence, the Summary collapses them into a single card showing the full picture:
Summaries are collapsible. By default they appear compact one card that covers everything. A team member can expand them to see each individual action the agent took, or keep them collapsed for a quick status check. The agent's full reasoning is always there when you need it, and out of the way when you don't.
Why This Matters
The Support Agent handles hundreds of conversations across your business. Most of the time, it works seamlessly. But when something unexpected happens a customer is confused, a booking didn't go through, a follow-up is needed your team may need to step in fast. That's hard to do when you can't see the agent's reasoning.
Agent Summary gives you the context to intervene confidently. You can see:
Whether the agent is waiting on missing information from the customer
If it applied the correct membership or subscription
Whether it's mid-task on a multi-step booking
What it has already completed and what's still pending
How to Access It
Agent Summary is available inside every conversation the agent touches. To see it:
Open a Customer Profile
Navigate to Messages
Click Filters
Select Summary under Message Type
Built for Busy Teams
This feature is designed for studios, gyms, and wellness businesses that rely on the Support Agent to handle volume. Front desk staff can monitor dozens of agent conversations at once without needing to read every message. Managers can audit how the agent handled a complex booking without reconstructing the thread. And anyone covering the desk can pick up exactly where the agent left off because they can see what it was doing.
Questions?
Please feel free to reach out to [email protected] regarding this feature or if there are any questions regarding the agent. To get to the team through the Momence Dashboard, please select Momence AI (Not Chat).