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Momence Term Glossary
Momence Term Glossary
Erin Crager avatar
Written by Erin Crager
Updated over a week ago

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API - an Application Programming Interface basically allows software apps or sites to talk to each other and exchange information as it becomes available or changes.

For example, if you are using the Mailchimp integration in Momence, every time you sell something in Momence, our site says ‘Hey Mailchimp, does this customer exist in your Audience list?’ Mailchimp then checks, and, if not, it takes the new contact and adds it to the Audience.

Active subscriptions - these are subscriptions that have not yet expired. They’ve been paid for on either a one off or recurring basis. The opposite would be “Frozen.”

Activity - this refers to a customer’s activity. Or rather, what has occurred on their account. This can include purchases, refunds, etc. You can find a customers activity by heading to Customers > Customer List, clicking on a customer and clicking on Activity.

Add child - Momence allows customers to share a membership with their children. If you’re concerned about being besieged by an Army of children, not to worry. When you create classes, you’ll need to enable booking for children to allow this to occur.

Add task - tasks allow you to delegate assignments to your staff, set due dates, and send reminders, ensuring anything administrative within Momence gets done on time.

Add to website - this refers to our Plugins. Plugins allow you to display what you’ve created in Momence on your website. Make a change to your Momence schedule and it will update your site, using the plugin. Add to Website is the name of the menu option under Marketing, where you can find the code to copy and paste.

Admin - a role, an all-powerful, all seeing role that can do all the things in Momence. For a hierarchy of roles and quick explanations of each see Account > Staff Accounts > Add Staff Account.

Appointment services - these are the things you can charge customers for. Ex. 1:1 coaching, or a sauna service, or personal training. Appointments can be booked

Appointment slot interval - from Appointments > Boards > Add new Board, you’ll find a list of choices of 15, 30, or 60. These numbers represent how often a new appointment can start. As in, if you choose 15, then an appointment could begin at 6:00, 6:15, or 6:30. If you chose 60, appointments could only begin at the top of the hour.

Apps - these large features of Momence (found in Account > Apps) that you can turn on or off (as of the time of this writing they include Appointments, Automatic teacher substitutions, Classes, Email & SMS Automations, On-Demand & Superfans (soon to be re-named Community)

Auto check-in - this is a handy toggle you’ll find on an events page. To ensure you, as a host, have accurate attendance numbers for each class, Momence allows you to mark customers as having attended. This is done by manually flipping a toggle next to their name. This checks them in.

The Auto check-in toggle is really there for the front desk staff. Specifically, for when a customer walks in and wants to purchase a class that’s just about to start. At this point, the front desk staff knows they’ll be attending. So before they add them to the registered guests, they’ll flip on the Auto-checkin toggle. This counts them as having both registered (paid) and attended (showing up), all in one go. As soon as they’re added they’re checked in.

This also works well if you’re adding folks to a past class.

Availability rules - with Appointments, on each Appointment Board, there are staff assigned. For each board, staff have a set availability, or rathen, when they can be booked performing the services on that board.

When you create a staff’s availability you create a rule, called an Availability Rule.

Banner image - an image found in an event’s details. This shows up on an event’s checkout page, a customer facing page where they can pay to attend the event, using a credit card or a membership they have.

Billing - under Account > Billing you’ll find a quick breakdown of what’s included in each possible billing plan you can choose from with Momence.

Boards - these hold everything required for appointments to work: services, a venue, and staff that can teach those services. A board’s job is to keep things organized, especially as you scale and increase staff, venues and services offered.

Unless you enjoy looking for things, boards are helpful organizational tools.

Buffer time - do you like having breaks in between meetings to decompress and reflect? Then you’ll be a fan of using Buffer Time with Appointments. From Appointments > Boards > Add new Board, you’ll find a field where you can enter how much time you’ll receive to yourself in between appointments. (note: this works well with Appointment slot Intervals set to 15 or 30, ensuring you’re buffer time doesn’t cost you an entire hour of potential appointments.

CRM - Customer Relationship Management is a way to effectively manage, well, your customer relationships. We’ve built a number of tools that allow you to delegate manual administrative tasks associated with regular communication with customers. Learn more by heading to Customers > Customer List and checking out Customer Segmentation. Also, under Account > Apps > Email & SMS Automation, you’ll find some especially powerful tools.

Campaigns - these allow you to create special criteria for when messages should be sent (triggers) to select groups of your customers. Campaigns give you peace of mind, knowing you’re targeting every potential growth opportunity in an automated way, freeing you up to focus on what matters most to you. Campaigns can be one off messages or Sequences, which continually look for new customers that fit the trigger criteria.

Cancel class/event - this function does exactly what it sounds like plus more. In addition to ensuring it no longer takes place, every customer that’s registered for the event is automatically contacted with a prewritten email notification. You can edit these notifications by heading to Marketing > Email Templates and searching for the word ‘cancel.’

Cancel renewal - this is an action you can take where a renewing subscription (one that automatically charges a customer every renewal cycle) is scheduled to stop renewing. This gives the customer access to the subscription’s benefits until the expiration date.

Cancellation credit type / Cancellation policy: Momence has three main policies around cancellations: they are each outlined in this article.

Class - a scheduled gathering online or in person. A class falls under the category of Events. It can be a one-off or recurring class.

Class credits - these are a form of currency that can be used toward classes alone

Course/Challenge - a type of event that distinguishes itself from the others by allowing for an irregular schedule. Ex. with a course/event you can schedule dates for mon, wed, fri of this week at all different times and then have a completely different schedule next week.

Courses - not to be confused with Course/Challenge (although you’d be forgiven for doing so), Courses allow you to create organized On-Demand content. They enable you to sell access to video content and have it watched in a very specific order. You can also implement quizzes and pdfs.

Custom info fields - these are ways to track any kind of info about your customers. Some common use cases are birthdays and injuries. You can even ask customers questions at checkout, allowing them to fill in their own custom field. Add a new custom field by heading to Customers > Custom info fields.

Custom questions - a part of Custom Fields (see above) that allows you to ask customers questions at checkout. The answers are then stored on the customer’s profile, accessible to your staff whenever needed. Pro tip: create a label that pops up next to their name by following along with this video.

Customer badge - with Custom Fields or Tags, you can quickly identify folks with a badge. This badge could signify it's their birthday or that they have an injury you should know about or that they’re a member of a special subscription you have on offer.

Customer list - this is a list of every customer you have in your Momence account and it can be found under Customers > Customer List.

Customer referrals - you can allow your customers to do your word of mouth marketing for you. To incentivise them, you can turn on a special setting found in Marketing > Customer referrals. Here you’ll be able to activate the referral program and decide on who gets paid what and when.

Customer waiver - something a customer can sign away their life with. In all seriousness though, this important document can be created and made available to customers at checkout in the form of a checkbox by heading to: Settings > General, scrolling about halfway down, entering the text, then scrolling up to the toggle titled ‘Show checkbox next to customer’.

Customizations - this refers to changing the way some of your pages look, updating backgrounds, buttons and text. You can update your checkout page, your on-demand video page, your mobile app and your login page. Simply head to Settings > Bookings > Customizations.

Dashboard - this is your home base, where you can see your next event, your tasks and recent activity like who purchased a class. Click Home > Dashboard to see.

Delete class - this removes a class permanently from your schedule.

Delete event - ‘see delete class’

Delete customer - this permanently removes a customer from your customer list. To do this click Customers > Customer list > search for and select a customer > click Actions > Delete

Discount codes - these are codes you can offer customers to incentivize them to make purchases. These can be created under Marketing > Discount Codes

Documents - you can store documents you may need access to at a customer level. Simply head to Customers > Customer list > search for the customer and select them > then choose Actions & upload documents. Then

Duplicate class/event - this action saves you time if you’re creating a new class. If you have another class that closely resembles the new one you need to create, simply head to Classes > Upcoming classes > select the event > click Actions > Duplicate

Edit class/event - this allows you to edit an existing class. To do this, head to Classes > Upcoming classes > select the event > click Actions > Edit

Edit customer info - you can edit almost anything you have on file for a customer. To do this click Customers > Customer list > search for and select a customer > click Actions > Edit customer info

Edit recurring schedule - lets say you have a recurring class that repeats each Thursday at 9am. You learn of a needed schedule change to just one upcoming class in this series. You can edit this individual class or all future versions of it in one fell swoop by editing the recurring schedule. To do this, head to Classes > Upcoming classes > select the event > click Actions > Edit recurring schedule

Email subscription status - whether someone has unsubscribed from your emails

Email templates - these are editable bits of text that display what is sent to your customers in certain situations. Ex. a Purchase Confirmation email is one email template you can edit. You can do this in Marketing > Email templates

Event - events can be classes, workshops, course/challenge, retreats/trainings, private classes, or semesters.

Explore - under Home > Explore you can invite another potential host to begin monetizing their content and selling tickets for events. You can also view a random host to see how others are using the platform.

Feedback - we solicit this like it’s never going out of style. Because it helps us help you. You can give us your feedback on almost any page your on by clicking that exclamation point up top.

Fixed Price - when a class has a single price to register for it. The opposite of this would be Sliding Scale Pricing, where the customer could choose what they pay within a range you set.

Freeze - temporarily stop paying for a membership, whereby the customer will lose access to its benefits until its unfrozen. Freezing is useful if you know ahead of time that customer plans to sign up again at a specific date

Front desk - this is a role that can do lots of things within Momence dashboard, like checking people and ringing people up using the point of sale.

Get paid - this is the name of the tab under Account that allows you to integrate with Stripe or Paypal.

Gift cards - Momence uses codes by default, unless you have access to a scanner, in which case a physical card with a barcode can be used. Giftcards can be used as store credit.

History - this refers to Customer History. As in what they bought, what they used to buy it, and when. You can find a customer’s history by heading to Customers > Customer List, clicking on a customer, clicking Activity, then History.

Insights - these are graphs to get a birds eye view of how your business is doing and how this month compared to the same time period last year. They can also be pinned to your main dashboard. Head to Analytics > Insights to see them.

Integrations - under Account > Integrations, at the time of this writing, you can connect Zoom, Mailchimp and Classpass

Late cancellation - this is a policy you get to set. You can define ‘late’. You can make it 24 hours or 24 minutes. It’s your call and its available to you under Customers > Cancellation policy

Locations - these are places where in person classes and appointments can take place.

Login Page - this is where customers login to their Momence account. You can customize what they see here by heading to Settings > Bookings > Customizations.

Membership waiver - this is a custom waiver/contract you can elect to have a customer agree to at checkout and/or sign in order to purchase a membership. This can be added in Settings > General.

Memberships - these can include subscriptions, packs, or on-demand subscriptions.

Move - you can move someone from one class to another. To move them, head to the class they’re currently registered for and, to the right of their name, click the three dots for a dropdown menu. Choose ‘Move to’ and select the class.

No refund - an option within Cancellation Policy in which, well, you guessed it, no refund is received.

Notes - you can create and store notes on customers. Head to their profile, and click Notes to add or view delete a note.

On-Demand - this refers to videos mostly. It can also refer to pdfs or quizzes. On-demand content can be rented or purchased through the use of subscriptions. Two common forms of on-demand content are Collections & Courses.

On-demand subscription - this can give you a netflix style kind of access where you can view a collection of videos for a recurring fee.

Operator - a role that can do many many things. It falls short of Admin but enjoys higher privileges than a Front Desk role. Head to Account > Staff Accounts > Add Staff Account to see the full hierarchy.

Package - these are a form of membership that allows customers to buy pre-paid class credits or dollar credits. They can also be used toward appointments if certain settings are turned on.

Past classes - this refers to classes that have come and gone. They’re still accessible to you in case you need to book someone in afterward or make a teacher swap.

Past events - see “past classes”

Pay rate - rates assigned to staff and/or events that auto-calculate a staff/teacher’s payout based on a time period (see: Analytics > Reports > Teacher Payroll)

Payment plans - custom payment option for events and memberships that contains a deposit and custom installments - all payment dates/amounts can be managed under Customers > Payment plans.

Photo of Host - this is the teacher/staff photo.

Point of sale - often referred to as the beacon of the platform or the virtual terminal - this is where you can create customers, book them into events or appointments, retail products and gift cards (and more!).

Posts - posts appear in the Feed of the mobile app and customer dashboard. Posts can be liked and commented on by customers and the business can also reply.

Prepaid credits - these are dollar ($) credits that a customer can use towards applicable purchases. Customers can also purchase these credits through their customer dashboard if their card is on file.

Private class - a class/event that is hidden from the customer-facing schedule and only able to be booked by sharing the class sign-up link.

Private event - see “private class”

Products - an inventory of items to be sold (retailed) via the Point of sale or through a direct checkout link.

Profile image - where to add your business logo - appears as your app icon and on the branded login page.

Referrals - where to invite other businesses to join Momence as well as access your personal referral link.

Refund all - an option within Cancellation Policy that allows for a credit refund to all those who book (by membership or drop-in) and cancel within the set time window.

Refund money - a direct bank/card refund to the customer found within the customer profile (Activity tab).

Refund packs - an option within Cancellation Policy that allows for a credit refund to only those who book with a package or usage-based subscription.

Renewal date - the date (and time) of a membership renewal and when payment is due.

Renewal price - the price of a membership renewal.

Renewals - a tab within the customer profile (Activity tab) that displays the upcoming/scheduled renewal payments and allows for payments to be re-run if they failed.

Reports - an interactive, detailed set of reporting that span all aspects of the platform. If there’s one you don’t see (and need), let us know!

Reservations - (in Appointments tab) - where to track and manage all past and future appointment reservations.

Reset password - if a customer or staff member needs to change their password, use this feature to help them out!

Retreat/Training - a type of an event reserved for larger duration based events - Ex: teacher training or site-specific retreats that span a few days or weeks.

Rooms - you can create virtual room layouts to allow customers to book their spot, seat or machine within the booking flow - how fun!

SMS messaging - Pro and above plans can take advantage of our 2-way text messaging feature. Use this unique number for marketing purposes and to communicate with customers in a group, 1-1 or event sign-up setting.

SOAP notes - these are notes made by staff, unique to a single appointment, that are stored within the customer’s profile (but for staff eyes only!)

Sales cut-off - an amount of minutes before an event or class that prevents a customer from booking. Use this to prevent surprise bookings.

Schedule - (in Appointments tab) - a visual schedule (day and week view) of all appointment reservations, classes and events by staff or venue (location). Basically a one-stop-shop for everything you have going on.

Self-check in keys - a unique code that can be assigned to a customer for self-check in purposes. This will allow for autonomous customer check in for all classes or events.

Semester - a class type that allows customers to be booked into the entire series automatically. Semesters have fixed start dates and end dates, and allow for regularly recurring weekly schedules.

For example:

Tuesdays from 6-8 and Thursdays from 5-7:30.

Start date June 1st, End date December 31st.

Sent messages: refer to messages you've sent to customers through momence, whether transactionally (email confirmations, cancellations) or manually. You can see your Sent Messages under Settings.

Services: refer to Appointment Services, like 1:1 coaching or massage. You can set the default price, duration, max number of customers for each service. You can also assign certain staff members to a service so that only those staff members can be booked performing that service. To see this in action click Appointments > Services.

Sequence: an aspect of the Campaigns feature, Sequences allow you to create triggers, counter conditions, and actions. Triggers are reasons to send an email or text, or assign a tag or task. Counter conditions are reasons not to. Actions are the actual sending of the message, or the assigning of the tag or task.

For example,

When a customer visits for their fourth time; (Trigger)

Then send them a special message that includes a link to a membership; (Action)

Unless they have already purchased a membership; (Counter condition)

Spot selection: is a class setting that allows your customers to reserve where they will sit. You can set this up when creating a class or editing one. It may help to try adding a "landmark" in the room, like a door, to help orient the customer and help them select the correct spot.

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