# Moments

**Summary:** Four points in the customer journey where the Customer Agent works: Acquisition, Retention, Sales expansion, Support.

**In short:** Four moments in the customer journey where one Customer Agent works: Acquisition, Retention, Sales expansion, Support.

**Last updated:** 2026-05-27

## Key concepts

### Acquisition
The marketing site moment. Agent qualifies visitors, answers product and policy questions, guides prospects to the right plan or next step.

### Retention
The in-product moment. Agent helps customers complete key tasks, explains changes, surfaces risk signals so your team can act before customers churn.

### Sales expansion
The growth moment. Agent recommends relevant add-ons or upgrades when customers show intent, and routes high-value signals to your account team.

### Support
The helpdesk moment. Customer Agent resolves common questions automatically across helpdesks, while the Team Assistant co-pilots your team on complex cases.

### Four angles per moment
Every Moment has four management angles: Signals, Personality, Procedures, Notifications. Configure each angle per Moment.

## What you can do here

- Turn each Moment on or off
- Configure which surfaces a Moment runs on (marketing site, product, helpdesk)
- Set the Audience each Moment is for
- Open the four management angles to configure how the agent behaves in that Moment
- View per-Moment results in Analyze

## When to use it

- You have run the pilot on one Moment and want to expand to the next
- You are onboarding a new market or product and need to set up its Moments
- You are reviewing how the agent is configured across the full journey

## When not to use it

- You want to change what the agent knows. Go to [Train](/en/help/train/knowledge-base/sources/).
- You want to test before going live. Go to [Test](/en/help/test/preview/).

## How it works

Each Moment uses the same Engine, same Living Knowledge, same Customer Agent. What differs is the surface, the Audience, and the four management angles. Behind the scenes the agent uses Living Context to know which Moment it is in for any given conversation.

## Frequently asked questions

**How do I add a new Moment?**
Open \

**Which Moment should I start with?**
Whichever has the clearest pain point and the most concentrated traffic. Support is the most common pilot. Acquisition has the biggest revenue upside.

**Can one Moment use a different Personality from another?**
Yes. Each Moment has its own Personality settings. Acquisition can be confident and conversational, Support can be calm and clinical.

**How do I see per-Moment results?**
Open \

**What is the difference between Moments and Audiences?**
Moments are journey points. Audiences are customer groups. A single Audience can interact with the agent across several Moments.

**Why is the marketing surface called Sales expansion on unless.com?**
The marketing site uses \