🧪 The AI assistant for the front desk is currently in closed beta. If you don't see this feature on your platform and would like to be part of the closed beta, contact your account manager.
The AI assistant for the front desk replies to messages in your Inbox for you. You choose its name and picture, how it answers, what it knows about your studio and which clients it replies to.
Before you start
You'll find everything under Inbox > Settings > AI.
Set the assistant up before you turn it on. It won't start replying to clients until you've filled in the Knowledgebase.
Step 1: Open the customisation page
Go to Inbox > Settings. The AI tab opens first.
Select Customize the agent.
Step 2: Give the assistant a name and picture
Under AI assistant appearance:
Picture: select Edit under the picture to upload a new one, or select × to remove it.
AI name: type the name clients will see on its replies. The name shows up in the Preview straight away.
Step 3: Choose how it answers
Under Answer length, select Concise, Standard or Thorough.
Under Tone of voice, select Professional, Friendly or Direct.
Check the Preview to see how a reply reads with your choices.
The preview uses the same sample question every time, so you can compare styles side by side.
Answer length | What the reply looks like |
Concise | One or two short sentences with only the answer |
Standard | The answer plus a helpful detail and an offer to help further |
Thorough | The full picture: the answer, timings, what's provided and a next step |
Tone of voice | How it sounds |
Professional | Polite and formal, in full sentences |
Friendly | Warm and upbeat, like your front desk team |
Direct | Short and to the point, with no extras |
Step 4: Add your studio knowledge
Under Knowledgebase, paste your FAQs, house rules and studio notes into Studio notes and FAQs.
⚠️ The assistant won't start replying to clients until you've filled in this section.
Good things to include:
Opening hours
Your cancellation policy
What to bring
Parking and how to find you
Not sure where to start? Follow our step-by-step guide: Build your AI assistant's knowledge base.
Step 5: Save your changes
As soon as you change something, a bar appears at the top of the page: This page has unsaved changes.
Select Save changes to apply them.
Select Discard to go back to your last saved settings.
Step 6: Choose who the assistant answers
Go back to Inbox > Settings > AI. Under Who the agent answers, pick one option.
Option | Who gets AI replies |
All clients | Every client and new lead. To turn the assistant off for one person, do it from their conversation. |
Specific clients | Only the clients you pick. Everyone else waits for your team. |
The first time you turn the assistant on, Specific clients is selected and the list is empty, so the assistant doesn't reply to anyone until you add clients or switch to All clients.
Switching between the two asks you to confirm first. Either way, the list of specific clients is cleared and you start from an empty list.
If you choose Specific clients
Select Switch to confirm.
Under Specific clients, select the row The agent isn't replying to any client yet. Click here to add the clients it should reply to.
In the Specific clients panel, use Search or add clients to find each client and add them.
If you switch back to All clients
You'll see Turn the agent on for everyone? Select Turn on to confirm. Conversations the assistant turned off after an escalation stay off.
Step 7: Turn the assistant on
Under Agent status, open the menu and select Active. The Active badge appears next to the page title.
Status | What happens |
Active | The assistant replies to clients for you. |
Inactive | The assistant stays off. Your team answers every message. |
Turn the assistant on or off for one client
You can switch the assistant on or off for a single client from their conversation, without changing your settings.
Go to Inbox and open the client's conversation.
At the top right of the conversation, use the toggle:
AI on: the assistant replies to this client.
AI off: the assistant stops replying to this client. Your team answers instead.
Conversations with AI turned off show an AI off badge in your Inbox list, so you can spot them at a glance.
FAQs
I left the page and my changes are gone. Why?
Changes only apply once you select Save changes. If you see This page has unsaved changes., your edits haven't been saved yet.
Can I stop the assistant replying to one client?
Yes. Switch the toggle in their conversation to AI off. See Turn the assistant on or off for one client above.
I switched between All clients and Specific clients. Where did my list go?
Switching always clears the list of specific clients. Add the clients again after you switch.
A conversation was escalated. Will the assistant pick it back up if I switch to All clients?
No. Once a conversation is escalated, the assistant stays off for it. Switching doesn't turn it back on.
Does the preview show what the assistant will actually say?
The preview shows a sample reply to show the length and tone you've picked. Real replies depend on each client's message and on what's in your Knowledgebase.
Which channels does the AI assistant reply on?
For now, only the in-app chat. The assistant doesn't reply to emails, SMS or push notifications.
What does the assistant know about my studio?
It answers from your Knowledgebase and from the classes you offer (their name and description). It doesn't know your timetable, class availability or the prices of what you sell, so add them to your Knowledgebase.
What can the assistant see about the client it's talking to?
Only that client's own information, never anyone else's:
Memberships: their active memberships, with price, billing frequency, expiration date and next payment.
Bookings: their active class bookings (which class, when, where and with which coach), from the last 14 days to the next 30 days. Cancelled bookings aren't included.
Credits: their current class passes, with the credits left (or unlimited) and the date they're valid until.
The assistant can only read this information, never change it. It covers group classes and class passes only. Private appointments and appointment passes aren't included.
Can the assistant take actions for my clients?
Not yet. For now it only answers questions. It can't make changes for a client, such as booking or cancelling a class, and it can't guide them through steps on the platform or in the app.