Customer Experience
Thy Pham
A guide to Rockie Chat
How does Rockie Chat work?
For brands managing feedback across hundreds of locations, the data is all there: reviews, delivery app ratings, surveys, and guest cases. The hard part is getting a clear answer out of it. Most questions mean pulling an export, building a pivot table, or filing a request and waiting for a report.
Rockie is Momos’ Intelligence Agent, built to close that gap. With Rockie Chat, you ask a question about your guest feedback in plain language and get the answer back in the chat, with the guest comments, locations, and dates behind it. Answers come as a chart, a table, a KPI summary, or the underlying rows.
Rockie only works with the data and metrics your Momos account already has. It uses the metric names, definitions, and formats set in your Hero Metrics settings, so a number in Rockie matches the same number in your Operator Report.
This guide covers what Rockie Chat can do, and how access works.
What Rockie Chat handles for you
When you need a quick performance check
Ask “How did my locations perform last week compared to the week before?” Rockie returns a KPI summary showing how each metric moved against the prior period.
When you need to compare locations
Ask “Rank all locations by OSAT this week with week-over-week movement.” Rockie returns a ranked table so you can spot which locations need attention first. Rockie also knows your account’s regions, districts, and ownership groups, so you can compare groups of locations as well as individual stores.
When you need to know what guests are saying
Ask “What are the top complaint themes at my lowest-performing location this month?” or “Show me negative reviews mentioning wait times this month.” Rockie pulls the themes by category, or the verbatim reviews themselves.
When you need the raw data
Ask for the underlying survey or review rows, with the columns you need. Rockie returns them as a table you can export to CSV.
When one answer leads to another question
Keep building on the same conversation. Break the results down by service type, change the date range, or repeat the same analysis for another region, all without starting over.
When a menu item needs attention
Ask “Find all complaints about [menu item] from the last three months.” Rockie returns the matching guest comments, with the location and date behind each one.
When you need a summary for leadership
Ask “Give me an executive summary of last week’s guest feedback, using Google and Yelp only.” Rockie pulls the key themes into a summary you can share, limited to the sources you choose.
How access works
Rockie Chat is currently available to Admins. We’ll let you know when you can give access to the rest of your team.
Rockie access is based on locations only. Anyone with access will see all feedback data for their assigned locations, across every feedback module, regardless of role restrictions elsewhere in Momos.
For example, a regional manager whose role does not include Surveys access in Inbox will still see survey data for their locations in Rockie, in both Rockie Chat and Rockie Canvas.
Before you give anyone access, review who should have it. Only grant access to users who should see all feedback data for their locations.
How credits work
Rockie Chat is free for every Admin. Your account gets a monthly allowance of Rockie credits based on how many locations you have on Momos: 8 credits per location, with a minimum of 500 and a maximum of 5,000 credits a month.
Your monthly allowance
Credits are shared across your whole account.
They renew monthly on your account’s reset date and don’t roll over.
Credits are used in proportion to the work each answer takes, so long conversations and large exports use more.
Check what you’ve used, and when your credits reset, any time under Settings > Usage.
Weekly limits
Up to a quarter of your monthly credits can be used in any one week, so usage stays spread across the month. The weekly limit resets at the same day and time each week.
If your team reaches the weekly limit, Rockie pauses until the next reset. An Admin can request an unlock to keep going.
Once non-Admin users have access, each person also has a weekly cap, so no single user can use up the team’s credits. By default, that’s 25% of the team’s weekly credits or 50 credits, whichever is more. Admins aren’t capped by default.
Admins can set a different weekly cap for each User Role under Settings > Usage. If someone reaches their cap, they can send a request, and an Admin can raise their cap for that week.
Need more credits? Upgrade from the Free plan to a Paid plan at any time. Click Talk to Momos in Rockie or reach out to your Account Manager, and they’ll work out the right amount for your team.
Here’s what’s going to improve
Before Rockie | After Rockie |
Answering a data question means exporting, filtering, and building the view yourself | Ask in plain language and get a chart, table, or KPI snapshot in the chat |
Ad-hoc questions go to CS or an analyst and wait in a queue | Your team answers its own questions, any time |
Metric names and definitions can differ from report to report | Every answer uses the Hero Metrics already set for your account |
Insights stay in whoever built the spreadsheet | Download results and share them with your team |
Tips for better answers
Be specific up front. Name the time range, channels, and locations in your first question.
Narrow with follow-ups. Start simple, then add breakdowns, comparisons, or filters like “Google and Yelp only.”
Ask for the format you need. A ranked list, a table, or an executive summary.
Ask for the evidence. Every answer can include the guest comments, locations, and dates behind it.
Name the brand. If your account covers more than one brand, name it so Rockie keeps the answer to that brand.
Start a new chat when you switch topics. Long conversations use more credits per answer.
Rate the answers. A thumbs up or down on any answer feeds into how we test and improve Rockie.
Getting started with Rockie Chat
Open Rockie Chat in Momos platform.
Try a few questions on your own data. The examples in this guide are a good place to start.
Check your Hero Metrics settings. These control the metric names and formats Rockie uses in every answer.
Before you add your team, review who should have Rockie access, keeping location-based access in mind.
Share this guide with your team so they know what to ask on day one.
What’s coming next
Rockie Canvas gives your team views they can come back to, starting from ready-made templates. Need something specific? Momos can build a custom view for you on request, including one filtered by feedback type, for example a view that leaves out survey data. Rockie Canvas arrives for Admins later this month.
Questions?
To help with any questions or feedback, please reach out to your Customer Success or Account Manager.
