We've rebuilt the Momos platform from the ground up. For the first time, world-class hospitality is something every location can deliver consistently, two AI agents are rolling out to make that happen. The navigation is being reorganized so every feature lives where it makes the most sense. Here's what's coming.
Meet the Agent Squad
Alfie recovers. Rockie surfaces. Two AI agents are rolling out to Momos accounts starting September 21. They'll handle the work that used to require manual routing so you can focus on decisions, not triage.
EXPERIENCE AGENT Always on. Alfie resolves guest issues, recovers unhappy customers, and handles support cases without you having to route anything manually. |
INTELLIGENCE AGENT Rockie surfaces incidents and root causes across every location, and tells you exactly what to do next not just what happened. |
Alfie
RockieWhy we changed things
Momos started as a place to track feedback. Momos 2.0 is built for action and the platform now helps you act on your data, not just surface it. As the product grew, the navigation grew with it, and finding the right tool meant remembering where we'd put it, not where it made sense.
Momos 2.0 reorganizes everything around two clear jobs: managing the guest experience and understanding what your data is telling you. Every section now lives under one of those two ideas, so the platform matches how your team actually operates.
What moved, and where to find it
Nothing is being removed. Everything you rely on will still be there, just under a name that better describes what it does.
Click here to see the new layout
EXPERIENCE - YOUR GUEST-FACING WORK
Guest Inbox Renamed | Your command center for all customer feedback Previously called the Unified Inbox. Same tool, clearer name. Every piece of guest feedback, from every channel, in one place. Unified Inbox → Guest Inbox |
Recovery | Track how you're winning back unhappy guests Recovery analytics now has its own dedicated space under Experience, making it easier to see resolution patterns alongside the feedback that caused them. |
INTELLIGENCE - YOUR DATA AND INSIGHTS
Overview | Your high-level performance view How your locations are performing at a glance: reviews, feedback trends, and key metrics. Start here for your weekly check-in. |
Guest Experience | Spot and fix systemic problems before they spread When the same issue is affecting multiple customers or locations, Incidents surfaces it with the context you need to act, not just a list of complaints. |
Productivity | See how efficiently your team handles customer work Response times, resolution rates, and SLAs. Everything you need to coach your team and report upward. |
Audience | Turn customer data into actionable segments Group your guests by behavior, satisfaction, or visit frequency to understand who you're serving and how to reach them better. |
Marketing | Your outbound campaigns, all in one place View and manage existing campaigns without leaving the intelligence layer. |
ALSO REORGANIZED:
Build | Cases, Surveys, Automation Rules, and more Everything you configure lives here: the settings and tools that power your guest experience behind the scenes. |
Organization | Your locations, listings, and customer data The operational layer: manage where you operate and who you serve. |
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