Spa Aftercare Follow-Up and Rebooking on WhatsApp
Repeat visits at a spa depend on the next appointment being booked at the right time: a facial every four weeks, a remedial massage course weekly, a body treatment before an event. A short message a few days after a visit, asking how the customer feels and offering the next slot, is a simple way to prompt that booking. This recipe handles the replies to that message: aftercare questions, any sign of a reaction, and the rebooking. Part of the spa and wellness workflows.
What happens today
The therapist suggests coming back in four weeks. The customer agrees, leaves without booking and forgets. Some spas send a follow-up message by hand when the desk has time, which is rarely in a busy week. When a customer does reply with a question (“Is it normal for my skin to feel a bit dry after the peel?”), it waits in the inbox with everything else.
The flow that works
- The follow-up goes out. Three days after a treatment (example), the customer gets a short WhatsApp message: how are you feeling, one aftercare tip, and when you recommend coming back.
- The customer replies, and AeroChat handles it. General aftercare questions are answered from your aftercare notes. Anything that sounds like a reaction goes straight to a person.
- Rebooking. If the customer is happy, AeroChat offers times around your recommended interval, with the same therapist, and books it.
- A review request, if you want one, goes only to customers who said they were happy.
The recipe
Copy this into AeroChat
When a customer replies to our aftercare follow-up message, follow these steps.
- Read their reply. If they mention redness that has not gone down, swelling, rash, itching, burning, pain, bruising or any reaction they are worried about, do not give advice. Tell them a therapist will contact them shortly, and hand the conversation over straight away, notifying the team with what they said.
- If they ask a general aftercare question, answer only from our aftercare notes for that treatment, for example drinking water after a massage or avoiding sun and exfoliants for 48 hours after a facial. If the notes do not cover it, hand it to a therapist.
- If they say they are happy, thank them and suggest the next visit at our recommended interval. Example intervals: facials every 4 weeks, remedial massage weekly for 4 weeks, other massages every 2 to 4 weeks.
- If they would like to book, check our therapists’ Google Calendars and offer up to three times near that interval with the same therapist, and follow our booking steps.
- If they had a good experience and are not booking now, ask whether they would leave us a Google review and send our review link.
- If they are unhappy with the service, apologise, do not argue or offer compensation, and hand the conversation to the manager.
What to connect
- Your aftercare notes for each treatment, uploaded to the knowledge base, along with your recommended rebooking intervals and your Google review link.
- Google Calendar and your bookings Sheet, for the rebooking, using the same connection as the booking recipe.
- Spa and salon booking software, if your spa runs on it. A solo therapist or a small studio can run on Google Calendar. Larger spas usually book through spa and salon software instead. Zenoti, Phorest and Mindbody each publish an API for appointments, so AeroChat can check availability and make, move or cancel bookings there in place of Google Calendar. Describe your system in the recipe and paste in its API key.
- The follow-up message itself. AeroChat replies inside a conversation. It does not send a message on a timer after each appointment by itself. Send the follow-up as a WhatsApp broadcast from AeroChat, using an approved template. For example, every Monday and Thursday your desk filters the bookings Sheet for customers treated three days earlier and schedules the broadcast to them. Broadcasts are included from the Growth plan.
- A booking system, if you use one. If it sends automated follow-ups or rebooking reminders and lets you edit the text, end the message with your WhatsApp link so replies land in AeroChat.
Meta charges per message for WhatsApp templates (Meta WhatsApp pricing). One follow-up per visit is enough.
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 many days after a treatment the follow-up goes out, and for which treatments.
- The recommended interval for each treatment.
- Which words count as a possible reaction. Make this list broad. A false alarm costs a therapist two minutes.
- Whether to ask for reviews, and only from customers who said they were happy.
- Whether to attach a rebooking offer, and its end date.
The result to expect
Customers who reply to a follow-up get their next appointment booked in the same conversation, near the interval your therapist recommended. Reactions after treatment reach a person quickly instead of waiting in the inbox. Your therapists’ advice (“come back in four weeks”) turns into bookings more often.
Customers already expect to reach businesses this way. In Meta’s 2025 survey of 11,056 adults in 22 markets, 75.1% said they want to message businesses the way they message friends and family.
Source: Meta, State of Business Messaging, Kantar survey, April to September 2025. Vendor research.
Measure it: the share of customers rebooked within your recommended interval, for one month before and after you start.
Related: contraindication handover, package balances, CSAT.
Turn aftercare into the next booking
Paste the recipe, upload your aftercare notes and intervals, and reply to a test follow-up saying you would like to come back.
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On Shopify? Install AeroChat from the Shopify App Store.