Pregnancy and Medical Questions at a Spa: Hand Them to a Therapist
“I’m five months pregnant. Can I have a massage?”, “I have high blood pressure, is the hot stone ok?”, “I’m on acne medication. Can I still have the peel?”. These questions decide whether a treatment is safe for that customer, and a therapist answers them. This recipe makes sure AeroChat recognises them, stops, collects what the therapist needs, and hands the conversation over with a clear reply time. Set it up before any other spa workflow goes live. Part of the spa and wellness workflows.
What happens today
The question arrives with everything else. Whoever is on the desk answers it, sometimes after checking with a therapist and sometimes not. Answers vary by who replied. At night the customer waits, or books without mentioning it, and the therapist finds out in the treatment room.
The flow that works
- AeroChat watches every conversation, including booking conversations, for health information: pregnancy, medical conditions, injuries, recent surgery, medication, skin conditions and allergies.
- When it sees one, it stops whatever it was doing. It does not say whether the treatment is suitable.
- It asks two or three short questions so the therapist has what they need, for example how many weeks pregnant, or which medication.
- It tells the customer a therapist will reply, and when.
- It hands the conversation to your team with the details and the treatment they were asking about.
The booking workflow also asks one screening question before every booking. This recipe catches the cases where the customer raises it themselves at any point.
The recipe
Copy this into AeroChat
Whenever a customer mentions pregnancy, trying to conceive, a medical condition, an injury, recent surgery, medication, a skin condition, an allergy or anything about their health, at any point in any conversation, follow these steps.
- Stop any booking in progress. Do not say whether a treatment is safe or suitable, do not give health advice, and do not suggest an alternative treatment as safe.
- Tell them: “Thank you for letting us know. One of our therapists will check this personally before we book anything.”
- Ask only what the therapist needs. For pregnancy: how many weeks, and whether their doctor has any restrictions. For a condition or injury: what it is and whether it is current. For medication or skin treatment: the name of the medication or treatment. For allergies: what they are allergic to.
- Ask which treatment they were interested in, if you do not already know.
- Tell them when a therapist will reply. Example: within 2 hours during opening hours (10am to 9pm), or by 11am the next day if it is after hours.
- Hand the conversation to the team, notify them with a summary of the treatment, the health information and the customer’s answers, and tag it “therapist-check”.
Never ask for more medical detail than listed here. If the customer describes a reaction or symptoms happening now, such as difficulty breathing, chest pain or a severe reaction after a treatment, tell them to seek medical help immediately and hand over to the team at once.
Change the opening hours and reply times to what your team can actually meet.
What to connect
Nothing external. This recipe uses AeroChat’s own handover, team notification and tagging. Your team picks up the conversation in the AeroChat inbox or on the mobile app.
- Your contraindication list, if you have one written down, uploaded to the knowledge base so your team has it to hand. AeroChat uses the topics in the recipe to recognise the question. It does not use your list to answer it.
- Your opening hours, in your account settings, so the reply time it gives is right.
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.
What you still decide
- Which topics trigger the handover. Keep the list broad. A therapist can clear a harmless case in a minute.
- Who on your team answers, and the reply time you promise.
- Whether you offer treatments designed for these customers, such as prenatal massage. If you do, your therapist recommends them after checking. AeroChat can describe them when asked, but it does not decide they are suitable.
- What your therapists record before the treatment. That stays with your consultation form.
The result to expect
Every health question reaches a therapist, with the details collected and the customer told when to expect a reply. No customer gets a “should be fine” from whoever happened to be on the desk, and no customer is cleared by AeroChat. Your therapists answer one focused question instead of starting the conversation from scratch.
We have not found published data on how often spa customers raise contraindications in chat. The useful measure is your own: how many conversations are handed over for a therapist check each month, and how fast your team replies to them.
Related: live chat handover, AI hallucination, booking with deposit, dental clinics.
Set the safety rule first
Paste this recipe before the others, then message your own number “I’m pregnant, can I book a massage?” and check it reaches your team.
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