Answer Salon Package Balance Questions on WhatsApp
This recipe answers package and prepaid balance questions from the client’s record in your salon booking software. It checks the person asking is the account holder, gives the remaining sessions or value and the expiry date, and passes any disagreement to your manager. Part of the hair and beauty salon workflows.
What happens today
“Hi, how many treatments are left on my package?” The front desk opens the salon software, searches for the name, finds two clients with the same name, checks the phone number, opens the package and replies. It takes a few minutes, it happens several times a day, and the answer is needed again before every visit.
Why an exact answer matters
Prepaid packages are a common cause of complaints against salons, usually over how many sessions are left, what has expired and what happens to money already paid. A client who can check their balance at any hour, and gets the same number your front desk would give, has less reason to doubt you.
The flow that works
- The client asks about their package. AeroChat looks up the phone number they are messaging from in your salon software.
- If the number matches one client, it gives the package name, sessions or value remaining, and the expiry date.
- If the number does not match, or matches more than one client, it shares nothing and passes the question to the front desk.
- If the package is close to expiry, it says so and offers to book.
- If the client disagrees with the balance, it does not argue. It collects what they think the balance should be and passes it to your manager.
The recipe
Copy this into AeroChat
When a client asks about their package, prepaid balance or remaining sessions, follow these steps.
- Look up the phone number they are messaging from in our salon system.
- If it matches exactly one client, read their packages and reply with the package name, the sessions or value remaining, and the expiry date, exactly as shown in our salon system. Do not round or estimate.
- If it matches no client or more than one, do not share any balance. Ask for their full name and hand the conversation to the front desk.
- If the package expires within 30 days (example), tell them the expiry date and offer to book a session.
- If the client says the balance is wrong, apologise for the confusion, ask what they believe the balance should be and when they last visited, tag the conversation “package query” and hand it to the manager. Do not change the balance or promise a correction.
- If they ask to extend, transfer, share or refund a package, tell them a manager will reply and hand the conversation over.
Only answer from our salon system. Never change a package or a balance. Reply in the client’s language.
Change the expiry warning period to your own before you paste it.
What to connect
- Your salon booking software. Phorest and Zenoti keep packages and courses on each client’s record and connect through their APIs. For Phorest, ask Phorest for API credentials. For Zenoti, create an API key in its settings. Paste it in when AeroChat asks, and give it read access to clients and packages. Your team keeps redeeming sessions at checkout, as they do now.
- Your package terms. Upload them to the AeroChat knowledge base so questions about what a package includes get the same answer as your printed terms.
- Booking. If the stylist booking workflow is set up, a client with sessions left can book in the same conversation.
If you run a small salon and track packages in a Google Sheet, with one row per package and the client’s phone number, connect your Google account and approve read access to the Sheet.
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
- How your team records each session used, so the balance stays current.
- Your package terms: expiry, extension, transfer and refund.
- Who handles balance disputes, and how fast.
The answer is only as current as your salon system. AeroChat reads balances and never edits them.
The result to expect
Balance questions get an exact answer at any hour, without a front desk lookup. Clients see expiry dates before they pass, which means fewer arguments about expired sessions. Disputes reach your manager with the client’s version already written down.
Next: rebooking after a visit.
Check one balance
Connect your salon software, paste the recipe, and message the salon number from a phone that is on a client record with a package. Compare the answer with the record.
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