Customer Service Automation for Spas and Wellness Centres
Customers message a spa on WhatsApp to ask for a slot, request a female therapist, check what is left on their package, buy a voucher for their mother, or ask whether they can have a massage at five months pregnant. The person best placed to answer is usually in a treatment room with the door closed. AeroChat answers those messages and does the work behind them: it checks your therapists’ Google Calendars, sends a deposit link, books the slot, and passes anything medical to a therapist.
This page is for day spas, massage, facial and wellness centres. It starts with the eight workflows worth automating first, each with a description you can paste into AeroChat. Then it covers what they connect to, the messages and channels involved, the public data, and the plan a spa of your size typically fits.
Workflows you can automate
Each one links to a page with the flow, the description to paste, what to connect and what you still decide. The reasons for this order are on the ranked spa and wellness workflows page.
- Book a treatment from a WhatsApp message, with therapist, room and deposit. Checks your Google Calendars, offers three times and books once the deposit is paid.
- Turn reminder replies into moved bookings. When a customer answers a reminder with “can’t make it”, the booking moves within your policy.
- Reschedule or cancel within your cancellation window. Applies your deposit rule the same way at 11pm as at noon.
- Answer “how many sessions left” from your package Sheet. Checks it is the account holder first.
- Answer first-visit promo questions from ads and posts. Quotes only the offers you list, then books.
- Sell a gift voucher in the chat with a payment link. Records the order in your Google Sheet for your team to issue.
- Handle aftercare replies and book the next visit. Sends any sign of a reaction to a person.
- Hand pregnancy and medical questions to a therapist. Collects the details and tells the customer when to expect a reply.
What it changes for a spa
Bookings that arrive after closing get taken that night. A customer who asks at 11pm for a slot tomorrow evening gets real availability, picks a time and pays a deposit before they go to sleep. Without that, the same message gets a reply at 10am, when they may already have booked somewhere that answered.
Therapists stay in the room. The repeated questions (price, duration, parking, whether a therapist is female, what is left on a package) are answered from your own price list, policies and records. Your front desk handles the conversations that need a person.
Fewer empty rooms. A deposit taken in the chat, a reminder the customer can answer, and a rescheduling option in the same thread turn many would-be no-shows into moved appointments.
More of each customer’s spend comes back. Package renewals, rebooking after a course of facials, and gift vouchers at Mother’s Day and the year-end holidays are sales a busy desk often lets slip. They are routine conversations, and they can run on their own.
Medical questions always reach a person. Pregnancy, recent surgery, skin conditions and medication are passed to a therapist with the details already collected. AeroChat never decides whether a treatment is safe.
What it connects to
A solo therapist or a small studio often runs on WhatsApp, a Google Calendar for each therapist and a Google Sheet for packages and vouchers. The recipes on these pages are written for that setup. Larger spas usually book through spa and salon software, and the same recipes work with it through its API.
| Tool | What AeroChat does with it | How it connects |
|---|---|---|
| Google Calendar | Finds times when a therapist and a room are both free, adds, moves and cancels bookings | Connect your Google account. AeroChat sets up the connection from your description, and you approve the access. |
| Google Sheets | Logs bookings, looks up package balances, records voucher orders | The same Google connection, or AeroChat’s built-in Google Sheets store for voucher orders |
| Zenoti, Phorest, Mindbody | For spas that book through spa and salon software: checks availability, makes, moves and cancels appointments in place of Google Calendar | Through their APIs, with your API key |
| Airwallex | Sends deposit and voucher payment links in the chat and confirms payment | Built in |
| HitPay, Stripe | The same payment links, if you already use one of them | Through their APIs, with your API key |
| WhatsApp, Instagram, Messenger, web chat, Telegram, email | Where the conversations happen, in one inbox | Built in |
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
The messages a spa gets
Pull a fortnight of your WhatsApp and Instagram messages and most of them fall into the rows below. These are written the way customers type them.
| What the customer writes | What it is | Handled without a person? |
|---|---|---|
| “Hi, do you have a slot for a 90-minute massage tomorrow after 7pm?” | Booking | Yes, from your calendars, with a deposit |
| “Can I request a female therapist?” | Booking preference | Yes, filtered by therapist |
| “How much is the hydrating facial, and how long does it take?” | Price and duration | Yes, from your treatment menu |
| “I can’t make Saturday at 3pm. Can I change to Sunday?” | Reschedule | Yes, within your policy |
| “How many sessions are left on my package?” | Package balance | Yes, after checking it is the account holder |
| “Is the first-visit offer still on?” | First-visit offer | Yes, only the offers you have listed |
| “Do you sell gift vouchers? It’s for my mum’s birthday.” | Voucher sale | Yes, paid by link in the chat |
| “I’m five months pregnant. Can I have a massage?” | Contraindication | No. A therapist answers |
| “My face is very red after the peel yesterday.” | Reaction after treatment | No. A person, straight away |
| “The therapist was very rough. I’m not happy.” | Complaint | No. The manager |
The first seven rows are most of the volume. The last three are few, and they decide whether a customer comes back, so they go to a person every time.
Where customers message you
WhatsApp carries regular customers: bookings, reschedules, package questions. In many countries it is the usual way customers contact a spa. AeroChat transcribes voice notes, so a customer who sends a voice message asking for Saturday gets a normal reply.
Instagram is where new customers find you. A comment saying “Price?” under a facial video is an enquiry. AeroChat replies to comments on Instagram and Facebook posts as well as direct messages, so the comment turns into a conversation.
Facebook Messenger still matters in many markets, and it is where many replies to Facebook ads land.
Click-to-WhatsApp ads send people from an ad straight into a WhatsApp chat with you. Meta does not charge for messages in the free entry window these ads open. See click-to-WhatsApp ads.
Web chat on your site catches people comparing spas on their phone at night. Telegram and email are there if your customers use them.
All of these land in one inbox, so a customer who asks on Instagram and follows up on WhatsApp is not answered twice. See shared inbox. Your team can take over any conversation from the AeroChat mobile app.
One cost to know: Meta charges for WhatsApp messages. Each business number gets 1,000 free service messages a month. After that, and for template messages such as reminders, Meta charges per message (Meta WhatsApp pricing). We covered what that means for how you write replies in the new price of a WhatsApp reply.
What the data says
Customers check their prepaid packages
Prepaid packages are a common source of consumer complaints in the beauty and wellness trade, mostly when a business closes and customers lose sessions they have paid for. Consumer bodies regularly advise customers to avoid large upfront payments.
For an honest spa this matters in a practical way. Customers who have read these stories have good reason to ask about their packages, and they want quick, exact answers. A spa that can tell a customer on WhatsApp, at any hour, how many sessions are left and when they expire is answering the question the market is asking.
Customers would rather message
Meta commissioned Kantar to survey 11,056 adults in 22 markets, between April and September 2025. Meta sells business messaging, so treat this as vendor research.
| Finding | Share of consumers |
|---|---|
| Prefer messaging when contacting a business | 73.3% |
| Feel frustrated when messaging is not offered | 66.8% |
| Trust a business more when they can message it | 74.6% |
| Agree a response from an AI chatbot is helpful | 67.7% |
Source: Meta, State of Business Messaging, Kantar survey, fieldwork April to September 2025. Vendor research.
Reminders raise attendance
The strongest independent evidence on reminders comes from healthcare. A Cochrane review of 8 randomised trials with 6,615 participants found that 67.8% of people attended with no reminder and 78.6% attended after a text message reminder.
Source: Gurol-Urganci et al., Cochrane Database of Systematic Reviews, 2013. Healthcare appointments.
We have not found an independent study of spa no-shows or deposits. The practical case for a deposit is simple: a customer who has paid to hold a slot has a reason to turn up, or to tell you when they cannot. Measure your own no-show rate for a month before and after you start.
The size of the trade
The most complete annual study of the trade is the United States one, which shows its size and steady growth.
| US spa industry, 2025 | Figure |
|---|---|
| Revenue | UUS$23.5 billion, up 4.2% on 2024 |
| Spa visits | 191 million, up 1.8% |
| Spa locations | 22,060 |
| Revenue per visit | UUS$123.10, up 2.3% |
| Employment (January 2026) | 376,900 |
Source: ISPA 2026 US Spa Industry Study, conducted by PwC, released 31 March 2026. United States only.
How setup works
AeroChat is chat infrastructure that runs your customer service and sales workflows. You describe a workflow in plain English, and the system builds it: the steps, the tools it needs and the keys you have to add. It connects to your calendar or booking software, your Sheets and your payment provider, so it takes actions such as checking a therapist’s availability or sending a deposit link, rather than only answering questions.
Each workflow page ends with a block you can copy into AeroChat. The system saves what it builds as a draft, with a checklist: add your keys, upload your price list, then switch it on. Keys are entered in the dashboard and never pass through the conversation. You set the limits. It quotes only your listed prices, offers only the promotions you have written down, follows your cancellation window, and hands over anything medical.
Which plan fits your spa
AeroChat plans are priced on AI responses, like a mobile data plan. Each plan includes a set number of AI replies a month, and you top up if you use more. Billing is a flat monthly plan, never per ticket or per resolution.
To size it, count your chats. As an example, a booking conversation with a deposit runs to about five or six AI replies. A price or parking question takes one or two. After your first week, the dashboard shows your own figure.
| Your spa | Plan it typically fits | What is included | What it does for you |
|---|---|---|---|
| Solo therapist or a two-room studio, a few chats a day | Starter | 500 AI responses a month, 3 team seats | Answers prices, hours, parking and package questions at any hour, and books from your Google Calendar. Roughly 80 to 100 conversations a month. |
| One outlet, 4 to 10 therapists, 10 to 20 chats a day, deposits taken in chat | Growth | 2,000 AI responses a month, 10 seats, payment links, WhatsApp broadcasts, insights | Takes bookings with a deposit, handles reschedules within policy, sells vouchers, and sends reminder and aftercare broadcasts. Roughly 300 to 400 conversations a month. |
| Two or more outlets, or a hotel or resort spa with many enquiries in other languages | Advanced | 5,000 AI responses a month, 25 seats, auto-translation, the full API | Runs every workflow on this page across outlets and channels, with seats for each outlet’s front desk and replies in the customer’s language. |
Most spas that take deposits in chat start on Growth, because payment links and broadcasts begin there. Workflows via Skills are on every plan, Free included, so you can build and test the recipes before choosing.
Where to start
Start with booking and deposits. It is where most of the revenue sits, and it is the workflow the others connect to. Add rescheduling and the contraindication handover in the same week, then package balances. Leave vouchers and follow-ups until the first three run cleanly. Keep complaints, reactions after treatment and anything medical with your team.
Related reading: hair and beauty salons, payment link, WhatsApp message templates, live chat handover, the four pieces a chat sale needs. All industries.
Paste the booking recipe into AeroChat, connect your Google Calendar, and send yourself a test message asking for a massage tomorrow evening. You will see what your customers would see.
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