Customer Management and Conversation Behavior

These settings control which guests your Support Agent engages with, which account requests it handles for them, and how it behaves during conversations, including what happens when your team steps in.

Go to Inbox → Settings → AI Customization. You’ll find these settings in two sections: Customer management and Conversation behavior.

Customer management settings let you choose which customers the Support Agent can engage with and which account requests it can handle for them.

Use customer tags to control which customers the Support Agent replies to. This is useful if you want the Support Agent to handle only certain groups of customers, while your team handles others directly.

To learn how to set up tag-based replies, see [Tag-Based Control].

When this is turned on and a new lead messages your studio, the Support Agent collects their email address and registers them as a customer in Momence. This means new inquiries are captured automatically, without your team creating each account by hand.

When the Support Agent registers a lead as a customer, it can also see the conversation they had before registering, so it has the full context when it continues to help them.

When this is turned on and a guest asks to subscribe to or unsubscribe from your email or SMS messages, the Support Agent updates their preferences automatically.

Example: A guest messages, “STOP” The Support Agent unsubscribes them from SMS messages and confirms the change.

Conversation behavior settings control how the Support Agent acts in conversations, including when it responds and how long it stays paused after your team steps in.

When the Support Agent passes a conversation to your team, this setting controls whether the guest is told.

Best practice: Keep this on for most studios. A short message tells guests their request has been received and that someone will follow up, so they don’t send repeat messages or assume they’ve been ignored. You can read more here: [ Explain Escalation to Customers ]

This setting controls how the Support Agent responds when a guest messages without a clear request, such as “Hello!”

Best practice: Turn this on if you want every guest to get a quick, friendly reply, even when they start with a simple greeting. You can read more here: [ Reply to Greetings and Small Talk ]

When a staff member replies to a guest, the Support Agent pauses so it doesn’t interrupt. This includes replies sent from the inbox and from a customer’s or lead’s profile in the CRM. This setting controls when the Support Agent becomes active again.

Resume AI after: Choose how long the Support Agent waits after a staff member takes over before it becomes active again. You can read more here: [ Automatically Resume AI After Staff Take Over ]

Best practice: Choose a resume time that gives your team enough time to finish the conversation. If your team often has longer back-and-forth conversations with guests, choose a longer time, or turn automatic resume off and turn the Support Agent back on manually.