Playbook: salons, spas, and wellness businesses

Salons, spas, massage studios, yoga, fitness — these are appointment-heavy businesses where most calls are "what time can I get in?" Setup is mostly about making the booking flow smooth.

Voice

Eryn (warm female) almost always. Spa/wellness callers want a calming, friendly experience from word one.

Calendar is mandatory

Connect Google Calendar or your booking platform on day one. Without it, the agent guesses at slots and customers get confused when they cannot find the appointment afterwards.

FAQs to add immediately

• "How much does a [service] cost?" — list your common services and prices
• "How long does a [service] take?" — important for calendar slot length
• "Do you do walk-ins?" — most spas do not, be clear
• "What is your cancellation policy?" — many salons charge for same-day cancellations
• "Do I need to arrive early?" — for spas, typically yes
• "Do you do groups / bachelorette / events?" — if applicable
• "Do you have gift cards?" — common driver of inbound calls

Handling cancellations and reschedules

When a caller says "I need to cancel my appointment," your agent will note it and create a follow-up note for you — it will not actually delete the calendar event (we are being careful about destructive actions on your data). You confirm the cancellation manually.

Hours

Match your real hours including any half-days. The agent uses these to offer the right slots — if you close at 6pm, it will not book a 7pm appointment.