Salon, spa, or clinic
Beauty and wellness
An after-hours booking enquiry answered, qualified, and turned into a confirmed appointment.
These are illustrative scenarios
An illustrative scenario written to show how a workflow would run. It is not a description of an existing customer.
The situation
A salon takes most of its bookings through Instagram and WhatsApp. The messages arrive constantly, but the people who can answer them are with clients all day. In practice, messages get answered in a burst at closing time — by which point a customer who wrote at 14:00 has often booked somewhere else. Evening and Sunday messages wait until the next working morning.
How the enquiry runs
One customer, from first message to a confirmed appointment, with no staff member involved until the point where one is genuinely needed.
- 1Customer
A message arrives at 21:40
Sent through Instagram, in Turkish, asking about availability and price for a specific treatment.
Merhaba, cumartesi için saç boyası randevunuz var mı? Fiyatı ne kadar?
- 2Agent
The agent answers immediately
It replies in Turkish, gives the published price range for that treatment, and explains that the exact price depends on hair length and current colour — because that is what the salon told us to say.
- 3Agent
It asks the qualifying questions
Hair length, whether the customer has had colour applied recently, and preferred day and time. These are the three answers the salon needs to allocate the right stylist and the right duration.
- 4System
Availability is checked
The agent reads the salon's calendar and offers the slots that are genuinely free for a treatment of that duration.
- 5Customer
A slot is chosen
The customer picks Saturday at 13:00 from the offered options.
- 6System
The appointment is created and confirmed
The booking is written to the calendar, a confirmation message goes out on the same channel, and a reminder is scheduled for the day before.
- 7Agent
An unexpected question triggers handover
The customer then asks whether the salon can correct a colour treatment done badly elsewhere. This is a judgement call about work the salon may not want to take on, so it matches a handover rule: the agent says a colleague will confirm in the morning, and flags the conversation.
- 8Staff
A person picks it up at 09:00
The stylist opens a flagged conversation with the full message history and the booking already made, and replies to the one question that actually needed them.
What ends up recorded
The salon starts the day with a structured record instead of an unread inbox.
- Name and Instagram handle
- Treatment requested
- Hair length and colour history
- Preferred and booked slot
- Channel and time of first contact
- Full conversation transcript
- Flag: needs a stylist's judgement
Where the person comes in
The agent books, answers published questions, and confirms. It does not commit the salon to corrective work, quote a non-standard price, or handle a complaint. Those three conditions are set during design and are the only reasons it stops.
What this scenario depends on
- A business account on each messaging platform, connected with admin permission
- A calendar or booking system the agent can read and write to
- Published price ranges and treatment durations
- Agreement on which questions must reach a person
- Messaging platform and AI usage costs, billed to the salon directly
Other scenarios
The same mechanics, in a different sector.
Dental practice
A new-patient enquiry triaged and booked, with anything clinical routed to a qualified person.
Local services
A job enquiry qualified on location, scope, and timing before it reaches the person on site.
E-commerce
Pre-purchase questions answered from live product data, with order issues routed to a person.