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Let an AI support agent answer studio messages and book, reschedule and cancel classes across two Pilates locations
Erica Hogan, founder of ATX Pilates, a two-location Pilates studio in Austin, Texas, and studio manager Anissa Charles, in a customer story by Momence, the studio software company
The studio turned on Momence's AI Support Agent, which replies to client messages as they arrive and handles booking, rescheduling, cancellations, waitlist management and membership updates. The team fine-tuned its settings so the AI knows how to respond and which actions to take; Erica and Anissa monitor the conversations and jump in when needed. Erica says it has started to pick up her tone.
Momence: no price in our data. Our DIY build: ChatGPT Free $0; Go $8/mo; Plus $20/mo; Pro $100/mo
Medium · or we set it up for $197
Momence AI Support Agent
The problem
After the studio opened its second location, the same questions (which class to take, the cancellation policy, which location to go to) kept coming in, and messages were answered between classes or late at night, leaving a backlog that took hours to clear.
What happened
Vendor-reported: Momence's story lists 25 hours a week saved on admin and follow-up tasks, a 79-second average response time and a 9.5/10 trust score, which is Anissa's own rating ("In terms of trust, I'd give it a 9.5 out of 10"). Anissa says she saves "about five hours a day." Momence says faster replies helped turn first-time visitors, including ClassPass users, into members, but gives no conversion figure. This is Momence's own customer story about its own product.
Quoted in the source: Erica Hogan, founder, ATX Pilates. Source: Momence customer story: How ATX Pilates turns faster replies into revenue and retention with AI Support Agent (2026-05-22) · Added 2026-10-21.
How to set it up yourself
- What ATX Pilates does: Momence's AI Support Agent answers client messages the moment they arrive and books, reschedules and cancels classes, manages the waitlist and updates memberships, while the founder and studio manager watch the conversations and step in. The steps below are our DIY version for studios on other software.
- Write one page of answers to the questions you get most: which class a beginner should take, your cancellation and late-cancel policy, each location's address and parking, and your intro offers and prices.
- If your booking software has a built-in AI or auto-reply feature, load that page into it and turn on only the actions you trust first (answering questions, sending the booking link); keep cancellations and membership changes with staff until you have checked a week of its replies.
- Without one, keep the page in a ChatGPT project and paste each message in with the prompt below to draft a reply; read it, then book or cancel in your software yourself.
Copy-paste prompt
You answer client messages for {STUDIO NAME}, a Pilates studio with locations at {LOCATIONS}. Facts: {FAQ PAGE: classes, levels, prices, intro offer, cancellation policy, booking link}. Message: {MESSAGE}. Draft a warm reply under 80 words that answers only from the facts, suggests one class that fits what they asked, and includes the booking link. If they want to cancel, reschedule, freeze or change a membership, or ask anything not in the facts, say a team member will confirm today and write [STAFF] at the top.We set up one AI automation in your tools, live within 48 hours of getting access, for $197. No call needed. Founding price for our first 10 customers (regular $297).
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See the $197 Quick-WinNeed more than one automation or ongoing care? Bigger setups: $149/mo with setup included (6-month minimum), or $497 pay-once. Satisfaction guarantee: we'll fix it until it works. Pay-once setups: or we refund your setup fee. $149/mo plan: cancel in the first 30 days and we refund your first month. We reply within 1 business day.
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