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.
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The new update changes that. Every action the agent takes now includes a plain-language explanation a brief, human-readable account of what the agent did, why it did it, and what it needs next to move forward. It appears alongside each conversation so teams can follow along in real time, step by step.

The agent thinks between each action, and every step is logged as it happens. When multiple actions occur in sequence, they are grouped together into a single view showing what has been completed and what the agent is working toward next.
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In a single line, you can immediately see what was booked, when it was scheduled, which membership or option was applied, and what the agent is currently waiting on to complete the next step. No digging through message threads. No guesswork.

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Before taking action, the agent reviews the customer’s request, checks available context, and determines the best next step to move the interaction forward. As it works, it captures what it understands, the information it relies on, and the actions it decides to take.
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The summary section makes this visible by surfacing what the agent is considering, what it references, why it chooses specific actions, and how each step contributes to the final outcome.
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This allows teams to follow the agent’s reasoning as it happens, understand how decisions are made, and see the logic behind actions without needing to reconstruct the conversation manually.
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The agent’s reasoning is available through “View reasoning summary.” This provides a structured view of what the agent considered, the steps it took, and the actions it executed while handling a request.
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By default, it appears as a compact card with an icon for quick reference. When needed, team members can hover or expand “View reasoning summary” to see the full sequence of decisions, actions, and supporting context behind the agent’s behavior.
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This ensures key reasoning is easily accessible without interrupting the conversation flow, while still allowing deeper inspection when required.
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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, or a follow-up is needed teams need clarity fast.
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Thinking gives teams the context to act quickly and confidently. You can see:

If you would like to see how your agent works, follow the steps below:

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.

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).
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