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Let members message to freeze a membership or cancel a class and have AI do it right away instead of a Google Form

who Katie Joyce, co-founder of Cadence Physio & Pilates, a physiotherapy and reformer Pilates business with four locations in Adelaide, Australia, in a customer story by Momence, the studio software company

The problem

Across four locations, the team juggled emails, social messages and in-app requests for class cancellations, membership freezes and transfers. Freezes went through a Google Form that a person processed, so mistakes or delays happened, and late-night and weekend messages waited until the next day.

What happened

Vendor-reported: Momence lists 199 messages handled by the AI over two months and about an hour a day saved for Ren, which she now spends on the studio's 10-year anniversary plans and its marketing sequences. "We get so many messages on Sundays when no one's working," Katie Joyce says. "Now, our members get a response right away." She says older clients find it easy to use too. This is Momence's own customer story about its own product.

Quoted in the source: Katie Joyce, co-founder, Cadence Physio & Pilates. Source: Momence customer story: How Cadence Physio & Pilates saves hours weekly across four locations with AI Inbox (2025-08-01) · Added 2026-10-21.

How to set it up yourself

1. What Cadence does: Momence AI Inbox processes membership freezes and class cancellations from member messages straight away, replacing a Google Form a person worked through. The steps below are our DIY version.
2. Write your freeze and cancellation rules in one place: how late a class can be cancelled without a fee, the shortest and longest freeze, any proof you need, and who approves exceptions.
3. Check whether your booking software lets members freeze or cancel themselves in the app or from a link; if it does, answer every freeze or cancel message with a saved reply that points to it.
4. For messages that need judgement, paste them into ChatGPT with your rules and the prompt below, make the change in your software yourself, then send the reply.

Copy-paste prompt

Our rules: {FREEZE AND CANCELLATION RULES}. A member wrote: {MESSAGE}. Say whether the request fits the rules (yes / no / needs a manager), what I should change in the booking system, and draft a kind reply under 60 words that confirms what happens next. Don't promise a refund or exception the rules don't allow; write [MANAGER] if it needs one.

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