All CollectionsAI & Sales AgentMomence Inbox Support AgentMomence Inbox Support AgentSetup and Troubleshooting Guide to the Momence AI Support AgentMBy Makayla1 author·15 articlesSupport Agent OverviewLearn more about Momence's Support Agent and its capabilitiesSupport Agent Set-Up ChecklistStep-by-step guide and checklist for setting up key studio information that impacts Support Agent accuracy, including classes, memberships, services, policies, locations, and waivers.Set Up Your Support Agent Quickly and EasilyComplete each setup page to ensure your Support Agent responds correctly to bookings, memberships, and messages. Quick Links and progress tracking make it simple to finish setup.Membership Freeze and Cancellation Policy: How It WorksLearn how Momence and the Agents work together to assess, apply, and execute membership freezes and cancellation requestsTag Based ControlLearn what tag-based control is and how you can use it to further customize your support agentInbox Escalation and Activity IndicatorsLearn how to use Momence’s AI escalation and activity indicators in your inbox.Best Practices for Maintaining Your FAQGuidelines for keeping your FAQ section accurate, simple, and up to date so the Support Agent can provide consistent and correct responses.Support Agent's Reporting & PerformanceLearn how to use the Log Summary to monitor AI activity, key metrics, and customer interactions.Momence Support Agent FAQsHere are some frequently asked questions and tips about the Momence Support AgentAgent Thinking: Complete Visibility Into Every ConversationLearn more about your agent actions; you can see exactly what the agent is thinking not just what it did, but why it did it, and what it's waiting on…Reply to Greetings and Small TalkLearn how the Reply to Greetings and Small Talk setting works, including the difference between the enabled and disabled behaviorsExplain Escalations to CustomersControl whether your AI Agent notifies customers when a conversation is escalated to your teamManage Existing Membership Freezes with the Support AgentAllow the AI Agent to update ongoing membership freezes without staff intervention while automatically enforcing your studio's configured freeze rulesControl Your Support Agent's Response LengthThis article explains how Response style suggestions work and how to customize your AI's responses to better match your brand.Automatically Resume Your Agent After Staff Take OverControl how long the AI stays paused after a staff member takes over a conversation.
