A med spa runs on consultations. Someone researches a treatment, gets curious, and calls. If they reach a person, they book. If they reach voicemail, they often keep researching, and the next med spa on the list takes the consultation.
The trouble is when those calls come in. Your team is with a client, or the office is closed, and a lot of people research aesthetic treatments in the evening. An AI receptionist answers at those times, from the treatment information you've approved, and books the consultation.
Our point of view: in a med spa, the receptionist's job is to get the consultation booked, not to advise. The clinical conversation belongs to your provider. Everything before it, answering the basics and getting the person in the door, can be handled without one.
What med spa calls look like
The mix is different from a dental office or a plumber. Airhug's med spa page lists the usual calls: consultation bookings, treatment and pricing questions, package and membership questions, rebooking for touch-ups, and pre- and post-care instructions you've approved.
In practice most callers are one of three people:
- The curious newcomer. They want to know what a treatment is, what it costs, and whether it hurts. They aren't sure they'll book.
- The returning client. They want a touch-up, a package appointment, or to move a visit.
- The client with a question after treatment. Some of these are routine, and some are not.
The first group is your growth. The second is your recurring revenue. The third is where you need clear rules.
What the receptionist should answer
Put in what you're comfortable having anyone say on the phone, and only that.
- What each treatment is, in a plain sentence.
- Who it's generally for, in the terms you use on your website.
- Pricing, or the honest version if it varies: "consultations start the conversation, and your provider will give you a plan."
- Packages and memberships: what's included and how they work.
- How a consultation works: how long, what to expect, what to bring.
- Logistics: hours, location, parking, cancellation policy.
Airhug answers from the information you've given it. It doesn't add claims about results or safety. If it isn't in the knowledge base, it doesn't answer, and it passes the question to your team.
That matters more here than in most industries, because treatment claims are regulated and personal. Only put in what your practice would say in writing.
What must go to your provider
Draw this line firmly and put it in the instructions.
- Anything medical. Airhug never gives medical advice. Whether someone is a candidate for a treatment, what to do about a reaction, whether to take a medication, what a symptom means: all of it goes to your clinical team.
- Questions about a recent treatment. A client asking about swelling or how their skin looks is a message for a provider, and the receptionist should take it quickly and completely.
- Complaints and concerns.
- Anything you'd want a clinician to hear firsthand.
For a post-treatment concern, the receptionist collects the client's name, number, the treatment and date, what they're describing, and how they sound, and routes it to the right person right away. It should also tell callers with a real emergency to dial 911, which Airhug does. What counts as urgent versus routine is a clinical judgment, so your providers write that rule, not us.
You can share pre- and post-care instructions, but only the ones you've approved and entered word for word. A general rule for the receptionist is that it repeats approved instructions and doesn't interpret them.
Booking consultations
The consultation is the product of the first call. To make it convert:
- Offer a time on the call. Airhug checks your calendar and offers real open times, following your rules for each appointment type.
- Set consultations to the right length and the right provider or consultant.
- Send paperwork before they arrive. Intake and consent forms can go out when the consultation is booked, so the visit starts with the conversation, not a clipboard. See digital intake forms.
- Consider request-only for complex treatments. If a consultation type should be approved by your team, set it that way. The client hears "we'll confirm shortly," and your team decides.
When someone calls at 9:30 at night, they get an answer and a time. That is the whole advantage. The Scheduling page has the details.
Keeping clients coming back
Med spa treatments are often repeated: touch-ups, follow-ups, package sessions. That makes rebooking a real source of revenue, and it depends on someone reaching out at the right time.
Journeys are step-by-step plans that reach out at the right moment: a reminder before an appointment, a check-in after a visit, a nudge when it's time to book again. You pick a template, adjust the wording to sound like your spa, and turn it on. The wording is yours. Keep it warm and light, and keep clinical guidance out of automated messages unless a provider approved the exact text.
Reminders protect the schedule too. Customers confirm or reschedule by replying, so a cancellation becomes a slot you can refill. We go through the whole picture in how to reduce appointment no-shows.
Client information
A med spa that offers medical treatments like injectables usually handles patient health information. Airhug's site says so, and that med spas and aesthetics use healthcare pricing, which includes HIPAA compliance: a signed BAA and a protected data route for patient information.
That's the vendor's side. What your spa collects, who sees it, and how your team handles it are decisions for you and your compliance advisor. This guide isn't legal advice.
Tone
Your brand voice matters more here than in most trades. People are trusting you with how they look, and the phone is the first impression.
Write your instructions the way you want the front desk to sound: warm, unhurried, discreet. No pressure to book, no hype about results. If your spa's voice is polished and calm, say so in the setup and read the first calls to see whether it lands. Then adjust.
Set it up
- List your treatments and write one plain sentence about each.
- Write your knowledge: pricing approach, packages, consultation details, hours, and policies.
- Add the pre- and post-care instructions your providers have approved, word for word.
- Write the provider-only list: medical questions, post-treatment concerns, complaints.
- Set booking rules, with request-only where you want approval.
- Name the person who gets urgent calls and a backup.
- Forward your line and test with a curious newcomer, a rebooking, and a post-treatment concern.
- Read summaries for the first week and add what was missing.
The industry page for med spas has the overview.
Frequently asked questions
Can it answer questions about treatments and pricing?
Yes, from the information you've given it. It doesn't add claims you haven't approved, and anything outside the knowledge base goes to your team.
Will it give medical advice about a reaction or a symptom?
No. Airhug never gives medical advice. It collects the details and routes the question to your clinical team, and it tells callers with a real emergency to dial 911.
Can it rebook clients for touch-ups?
Yes. Journeys can remind clients when it's time to come back, and clients can rebook by phone, text, or chat.
Do med spas need healthcare pricing?
Med spas that offer medical treatments like injectables usually handle patient health information, so med spas and aesthetics use healthcare pricing. It includes HIPAA compliance: a signed BAA and a protected data route for patient information.