Momence Virtual Assistant: a VA who works your leads, waitlists and sequences

The enquiry that got this page written arrived in July 2026, from a body-treatments studio owner in WA. She was not asking for a generalist. She wanted a VA experienced in Momence specifically, to help run and optimise the CRM and leads side of the business. That is the whole Momence story in one request. Studios move to it for the automation, the sequences, the pipeline, the built-in marketing, and then discover what every good operator eventually discovers: automation is a machine, and machines need operators. The schedule runs itself right up until an instructor calls in sick. The sequence nurtures leads right up until one of them replies. And the Leads tab fills up all by itself, which is precisely the problem.

The daily rhythm a VA runs in your Momence

The schedule first. Momence lets clients book themselves in through your booking page or the app around the clock, which means the diary you closed last night is not the diary you open this morning. The VA’s first pass reconciles the two: instructor substitutions processed properly so the reminder messages match who is actually in the room, appointment confirmations chased, low-booked classes flagged early enough that you can decide whether to run them, and anything odd that self-booking produced overnight tidied before the first client walks in.

Waitlists second. Momence will promote from the waitlist automatically while your promotion window is open, and that part works. The gap is the cutoff. Once the window closes, the list goes still, and the 7:10am cancellation for a 9am class becomes a human job: message down the waitlist in order, lock in the first yes, and release the booking cleanly so the class count stays honest. In a nine-bed reformer room or a treatment diary where every slot is forty minutes of revenue, same-morning backfill is not admin, it is income.

Then the Leads tab. This is where the WA enquiry was pointing, and she was right to point there. Momence gives you lead capture forms, a pipeline, statuses you define yourself, and a clean view of everyone who has raised a hand. What it does not give you is movement. A lead sits in New until a person or a sequence touches it, and a sequence can only send, it cannot converse. The VA answers every new lead inside the hour on Australian time, moves statuses so the pipeline reflects the truth rather than the last time you had a spare afternoon, and runs a weekly sweep so nothing quietly dies at the bottom of the list. That first-touch speed is the single highest-leverage hour of the week; leads for classes and treatments are perishable in a way retail leads are not.

Then money. Momence retries failed membership payments on its own, which sounds like the problem is handled, and it is, right up until the card is cancelled rather than merely over its limit. A retry against a dead card fails every time, and the automatic card-update email Momence sends is easy for a busy client to miss. The daily human pass over failed payments does what the automation cannot: a personal follow-up when the automated nudge goes unanswered, confirmation the charge actually clears once the new card is saved, and a flag to you when a failure pattern looks like someone leaving rather than someone whose Visa expired.

Then the Inbox. Momence threads two-way SMS and email against each customer profile, so the whole conversation history sits in one place. Genuinely good design, and also a firehose, because clients text studios the way they text friends: constantly, briefly, and at 6:45am. The VA works the Inbox on Australian business hours, answers booking and pack questions inside the hour, and escalates anything with heat in it to you, with the thread attached so you are never briefed cold.

Weekly, the compounding work. Every live sequence opened and checked: still sending, still pointing at offers that exist, still written the way you would write it. Duplicate customer profiles merged and tags brought back to a consistent scheme, because a segment built on messy tags sends the wrong campaign to the wrong people. The on-demand library tidied if you sell video. And a short reports note, attendance by class, membership growth and churn, revenue against last month, written in plain sentences so you get the picture without opening a dashboard.

The part Momence sells hardest and studios use least

Sequences deserve their own section, because they are the honest reason to choose Momence and the feature most owners abandon fastest. A sequence is a trigger-based flow: new lead created, first class attended, membership about to expire, client not seen in thirty days. Set up well, they are a retention system that works while you sleep. The catch is the tab gets opened twice in most studios, once during onboarding and once a year later, usually to discover the win-back email still references a class style you retired in autumn.

A VA who owns the sequences builds them against your actual current offers, drafts the copy for your approval before anything goes live, watches which flows convert and which get ignored, and switches off the ones that have started quietly lying. The same goes for campaigns: Momence’s email and SMS builder is sitting right there, segmentation and all. The missing ingredient was never the software. It was ten hours a week of someone using it, which is a much cheaper problem to solve than it sounds.

The honest bit

Four things Momence will not do, whoever you hire.

The pipeline does not advance itself. Statuses are labels, not motion. Momence will show you, beautifully, a list of leads nobody has spoken to. Sequences can open the conversation and Momence’s AI Agent can field the routine replies, but weighing up which lead deserves a call, holding the price conversation and knowing when to back off is still a person’s job.

The waitlist automation has a hard edge. Auto-promotion respects the cutoff you set, always, including on the morning your most profitable class loses two spots at breakfast. Inside that window, filling the room is manual work or it does not happen.

If you migrated from Mindbody, and a large share of Australian Momence studios did, your customer data arrived exactly as clean as the export was. Duplicate profiles, packs that mapped strangely, tags that meant something in the old system and nothing in this one. Momence did not create that mess, but it faithfully preserved it, and cleaning it up is patient human work that pays off every time you build a segment.

And Momence ships fast. New features, renamed menus, dashboards that improve and move. That pace is a real advantage over slower incumbents, and it is also mildly disorienting for an owner who logs in fortnightly. A VA inside the account daily absorbs the churn, so the platform’s speed becomes your advantage instead of your homework.

What stays with you

A studio is not a regulated industry the way a clinic is, but the line matters just as much. Pricing, intro-offer structure, refunds, membership cancellations, and any discount beyond a list you have pre-approved all come to you as questions with context, never decisions already made. Every sequence and campaign sends in your studio’s name, so nothing goes live without your sign-off on the copy. Any client conversation with an edge to it, a complaint, an injury mention in a treatments business, a payment dispute, escalates to you under a written rule.

Access enforces the rest. The VA works from their own Momence staff login on a custom staff role: schedule, customers, leads, Inbox and marketing on; payroll, payouts and account settings off, and you can tighten the role’s permissions from Settings whenever you like. Credentials live in 1Password, and confidentiality is signed before day one.

What it costs and where to start

Momence admin sits on our admin tier, $12-17 AUD an hour excl GST. The full rhythm above fits comfortably in 10 to 15 hours a week, roughly $500-1,100 a month, and if you want the VA to own the marketing calendar outright, campaigns, sequence strategy, reporting, that leans specialist at $18-25. Placement takes 7-10 business days, with 5-7 of those supervised inside your Momence host account before any solo work, because your promotion windows and offers are configured your way and no course teaches that. The $500 deposit is refundable and credits to your first month, there is a 30-day recalibrate-or-replace guarantee, and nothing locks you in beyond 14 days notice. We have made 87+ Australian placements since 2024, and fitness and wellness is one of the verticals we place into most.

If your stack is broader than one platform, the fitness studios page covers the wider picture, and treatments businesses should read the beauty and wellness page as well. The CRM hygiene task page goes deeper on the pipeline work, and the VA cost guide has the complete pricing breakdown. Otherwise, book a discovery call with Jenn. Bring your Leads tab. She will tell you inside twenty minutes whether there is a job here or not.