Studios can now allow the AI Agent to modify an existing membership freeze directly from the inbox. This includes extending a freeze, shortening it, or making it indefinite without requiring staff intervention.
What changed?
Previously, the AI Agent could only:
Schedule a new membership freeze
Resume a frozen membership
If a customer wanted to change an active freeze, such as extending the end date, the conversation was escalated to staff. With this update, the AI Agent can now complete these requests from start to finish.
What the AI Agent can do
When enabled, the AI Agent can:
Extend an existing membership freeze
Shorten an existing membership freeze
Remove the freeze end date to make the freeze indefinite
The AI Agent can only update the freeze end date. The freeze start date cannot be changed.
Requirements and behavior
When processing a freeze change, the AI Agent follows these rules:
The new freeze end date must be in the future.
The freeze start date cannot be modified.
If no end date is provided, the membership remains frozen until it is manually resumed.
The studio's membership freeze policy is always enforced.
If a requested change exceeds the studio's configured freeze limits, the AI Agent will:
Present any available exception reasons configured by the studio.
Explain any applicable fees.
Continue only after the customer explicitly confirms they want to proceed.
Enable or disable this feature
To allow the AI Agent to modify ongoing membership freezes:
Settings → AI Agent → Memberships → Handle requests to change an ongoing freeze
This setting is:
Enabled by default
Independent of the existing Freeze membership and Resume membership toggles, allowing you to control this capability separately.
Activity log
When the AI Agent successfully updates a freeze, the following activity is recorded in the AI Agent activity log: Freeze end date changed.