Customizing Your Support Agent’s Brand Voice and Tone
Your Support Agent is often the first point of contact between your studio and your guests, so it should sound like your studio. With the communication settings in AI Customization, you can choose how the Support Agent sounds, what it’s called, and how much detail it gives, so every reply fits your brand.
Where to Find These Settings
Go to Inbox → Settings → AI Customization. The communication settings include:
Brand Voice and Tone
Assistant Name
Response Style
Response Length
Each setting works independently, so you can adjust one without changing the others.
Brand Voice and Tone
Brand Voice and Tone sets the overall personality of your Support Agent. Choose the option that best matches how your studio talks to guests:
Direct and Professional: Clear and to the point, with no extra wording
Friendly and Supportive: Warm and welcoming, like a conversation at your front desk
Playful and Community- Driven: Upbeat and lighthearted, with more personality
How Tone Changes a Reply
Here’s how the same answer might look in each tone when a guest asks, “Is there space in tonight’s 6 PM class?”
Direct and Professional: “Yes, there are 4 spots available in tonight’s 6 PM class. Would you like me to book one for you?”
Friendly and Supportive: “Good news, there are still 4 spots in tonight’s 6 PM class! Want me to save one for you?”
Playful and Community-Driven: “You’re in luck! Tonight’s 6 PM class still has 4 spots open. Come join the crew. Shall I grab one for you?”
The information is the same in every case. Only the way it’s delivered changes.
Assistant Name
Give your Support Agent a name that guests will see when they message your studio. A name makes conversations feel more personal and helps the Support Agent feel like part of your team.
Tips for choosing a name:
Choose something that fits your studio’s brand and is easy to remember
Keep it short and simple to spell
Make sure it doesn’t match the name of a real staff member, so guests don’t get confused about who they’re talking to
Response Length
Response Length controls how much detail the Support Agent includes in each reply:
Concise: Short replies with only the most important information. Best for studios whose guests mostly message on the go or by SMS.
Standard: A balance of context and readability. A good default for most studios.
Detailed: More context and explanation. Best when guests often need extra guidance, such as studios with complex memberships or new-member onboarding.
When you choose a length, Momence automatically updates your Response Style to a matching suggestion based on your selected tone and length. This gives you a strong starting point without having to write your style preferences from scratch.
Response Style
Response Style fine-tunes how the Support Agent phrases its replies. It’s suggested automatically based on your Brand Voice and Tone and your Response Length, and you can adjust it to fit your studio. Response Style covers:
Staff terminology: How the Support Agent refers to your team. For example, it can say “team member,” “instructor,” or your studio name instead of “staff.”
Positivity: How upbeat and encouraging its replies are
Emoji use: Whether the Support Agent uses emojis, and how often
General phrasing: Words or expressions you’d like it to use or avoid
Note: Changing your Response Length replaces your Response Style with a new suggestion. If you’ve customized your Response Style, review it again after changing the length.
Keep Response Style focused on how the agent sounds, not what it says. Detailed instructions about content can lead the Support Agent to add information guests didn’t ask for. If you want the agent to share specific information, such as parking details or what to bring, add it to your FAQs instead.
Resetting Your Response Length
Not sure which length is right for your studio? Select Reset to clear your current choice. Momence will then suggest a recommended response length, which you can accept or change at any time.
Best Practices
Match your other channels. Your Support Agent should sound like your website, social media, and front desk team.
Start with the defaults and adjust. Begin with a tone and Standard length, then review a few conversations and fine-tune from there.
Review real conversations. Check how the Support Agent’s replies read in your inbox, and adjust your settings if they don’t feel like your studio.
Keep information in the right place. Use communication settings for how the agent sounds, FAQs for what it should say, and your studio settings for classes, memberships, and policies.