Spa Package and Membership Balances Answered on WhatsApp
Spas that sell packages and memberships get the same question every day: “How many sessions are left on my package?” It is a lookup with one right answer, and it should never wait for a person. This recipe checks that the person asking is the account holder, reads the balance and expiry from your package Sheet, and offers to book the next session. Part of the spa and wellness workflows.
What happens today
The receptionist opens the spreadsheet, finds the customer, counts used sessions, checks the expiry date and replies. When it is busy, the answer comes hours later. When the count is kept by hand, the answer is sometimes wrong, and a customer who thinks they have three sessions left and is told they have one will not be easy to talk to.
These questions carry weight. 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 often advise customers to avoid large upfront payments.
Customers who have read these stories have good reason to check their balances. A quick, exact answer at any hour is how a well-run spa shows it keeps proper records.
The flow that works
- The customer asks about their package, membership or credit.
- AeroChat checks who is asking. On WhatsApp the phone number identifies them. On Instagram or web chat it asks for the phone number and name on the account, and both must match.
- It reads the package name, sessions used, sessions left and expiry date from your package Sheet, and replies with exactly those.
- If sessions are close to expiring, it says so and offers to book.
- Disputes about the count go to a person with the record attached.
The recipe
Copy this into AeroChat
When a customer asks how many sessions, credits or visits they have left on a package or membership, follow these steps.
- Identify them. If they are messaging on WhatsApp, use their phone number. Otherwise ask for the phone number and full name on their account. Only continue if the record matches both. Never share a balance with anyone else, including family members, unless they are named on the account.
- Look up their packages and memberships in our package Sheet using the phone number.
- Reply with each active package: the package name, sessions used, sessions left and the expiry date. Example: “Your 10-session Signature Massage package has 4 sessions left, valid until 31 March 2027.”
- If any package expires within 30 days (example), tell them and offer to book a session now.
- If they want to book, follow our booking steps.
- If they say the balance is wrong, or ask to extend, transfer or refund a package, do not decide. Tell them the manager will check the record and reply within one working day (example), and hand the conversation over with the record attached.
Only state what the record shows. Never estimate, round or guess a balance. If no record is found, say so and hand the conversation over.
What to connect
- Your package Sheet. A Google Sheet with one row per package sold: phone number, customer name, package name, sessions bought, sessions used, sessions left and expiry date. Your team updates “sessions used” after each visit.
- How AeroChat reads it. Through the same Google connection as the booking recipe. AeroChat looks up the customer’s rows by phone number.
- Your package terms (expiry, transfers, freezes, refunds), uploaded to the knowledge base, so AeroChat can explain the rules without deciding exceptions.
If your package records are in spa and salon software such as Zenoti, Phorest or Mindbody, AeroChat can read them through the system’s API instead of a Sheet. Check that its API returns package or membership balances, because not every system exposes them.
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
- Who may ask about a balance, for example whether a spouse can ask on the holder’s behalf.
- How far ahead to warn about expiry.
- Your rules on extensions, freezes, transfers and refunds. These always go to a person.
- Whether to offer a renewal when a package is used up, and at what price.
AeroChat verifies the customer before it shares anything, and it states only what your records show.
The result to expect
Balance questions stop reaching your desk, except the few where the customer disputes the count. Customers near expiry get prompted to book while they can still use their sessions, which brings visits forward and reduces end-of-package arguments. Every customer who asks gets an answer within minutes, read from your own records.
Related: booking with deposit, rescheduling and cancellation, ticket deflection.
Answer every balance question in minutes
Paste the recipe, connect your package Sheet, and ask your own number how many sessions a test customer has left.
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