Package or couples journey
Several resources have to line up at the same moment. When only one half is free, no half is confirmed: the receptionist offers another date where the whole set holds.
Day spas
A free treatment room is only part of a couples’ package: services and practitioners must also align. Your receptionist prepares the complete visit, records gift certificate details and passes any conditions mentioned to the practitioner, without assessing their suitability for treatment.
$29 CAD / month · 50 Standard calls · 1 local number
When calls spikeNovember and December — the holiday party seasonApril to June — weddings and graduationsLate August — back to school
For the requests you receive
Gift certificate received
Someone has been given a certificate and is discovering the spa. The receptionist takes the certificate number when it is at hand, notes the treatment it covers, and leaves the restrictions to the front desk.
Massage with a therapist preference
Type of massage, length, preference for a man or a woman, and continuity with a usual therapist are recorded first. A condition mentioned is passed on, not judged.
Other requests you can delegate
City spa, single treatments
One treatment, one therapist, one room. The receptionist books the real duration, including the turnaround buffer for the room, and states the spa's cancellation policy.
Contact made on Instagram before the call
The customer discovered the spa on Instagram and already messaged it there. The receptionist then answers the phone on the treatment, the package and availability with your instructions, without assessing a photo exchanged privately.
Coordinate every resource needed for the spa visit
The front desk opens on Monday with a full package booked, the pregnancy noted for the therapist, and no half-booked couples slot to untangle.
Read the full conversation
Friday, 6:40 p.m. The front desk closed at six. A man calls to book a couples package for a birthday.
ReceptionistSpa Riviere-Bleue, good evening. Let me take your name and a callback number, then we can look at availability.
CallerPatrick Rivard, 819 555-0164. I would like the couples package, massage and facial, for next Saturday.
ReceptionistThank you. The couples package needs two therapists and two rooms at the same hour. On Saturday I have only one of the two rooms in the afternoon, and I cannot confirm half a package. On Sunday at one o'clock the whole set is free.
CallerSunday works. My partner is seven months pregnant.
ReceptionistI am noting that for the massage therapist: she decides how to proceed, and I do not assess it over the phone. I am holding Sunday at one and sending you the confirmation with the cancellation policy.
What she does for your spa
The moves she makes on calls from your clients, from the first treatment requested through to a complete set confirmed, then what stays with the practitioner. Every line is a call your spa gets.
When the request is a single treatment
She takes the name and callback number, then asks for the treatment or package requested.
The Esthetics and Massage therapy presets agree on this order: identify the person before qualifying the request.
She captures the treatment or package chosen, its sequence when it has one, and whether the request is for one or two people.
A package chains several treatments in a set order, with buffers between them; the sequence matters as much as the treatment itself.
She books with the practitioner, room and duration that actually line up, not just any open calendar slot.
A facial occupies one aesthetician and one room; booking either without the other gives nothing usable.
She answers about posted prices, conditions and the steps of a booking, exactly as you configured them.
The Esthetics preset declares posted menu prices; she invents neither a treatment nor an amount.
When it is a package or a couples booking
For a package or a couples booking, she checks that practitioners, rooms and equipment line up at the same time before confirming anything.
If only one half is available, no half gets confirmed; she offers another date where the whole set holds.
When the whole set does not hold on the requested date, she offers another date rather than guessing at a combination that might work.
A partial booking is useless: a guest showing up with no free practitioner costs more than an honest refusal on the phone.
For a gift certificate, she captures the number when it is at hand and notes the treatment it covers, leaving restrictions for reception to validate.
A noted preference or credit is not a promise: availability and restrictions are checked before confirmation.
What gets passed to the practitioner, not assessed on the phone
She notes a condition to pass to the practitioner — pregnancy, a recent injury, surgery — without assessing it herself.
A contraindication belongs to professional judgement; facing a worrying sign, she directs the caller to Info-Santé 811 and alerts the spa.
She explains that the receipt names the practitioner’s association and that the insurer decides on reimbursement, without promising it.
The Massage therapy preset forbids that promise; she notes the insurer mentioned and stops there.
Facing an inappropriate request, she politely states the spa offers professional treatments only, books nothing and flags the call.
The Massage therapy preset requires it, and it cannot be configured down.
She sends the confirmation by message with what is booked and for whom, then the reminder ahead of the visit.
Reception reads the call summary in the app, including whatever was left for them to validate.
Between appointments, as your calendar fills
Options added separately, when they are useful to you.
- Add-on
She offers a freed slot to the waitlist and follows up on the next treatment’s reminder at the pace of the chosen plan.
Fill and loyalty option: an empty room cannot be recovered, so filling it stops depending on a paper log. Rebooking and retention
- Add-on
For a package, a couples booking or a group, she sends the payment provider’s link and follows up until it is received, without setting the amount herself.
Deposits and payments option: follow-up stops once payment arrives, and cancellation rules go up to whoever is responsible. Deposits and payments
When your clients write, and if you already run Mindbody, Square or GOrendezvous
- Channel
She explains the packages approved on the website and prepares a couples request with its booking requirements.
Optional Web and SMS conversations: the request arrives already structured, before the first call even happens.
- Software
With Mindbody, vendor-documented resources and appointments make pairing a practitioner with a room realistic; live access and how credits behave still have to be proven.
The real granularity of resources depends on the account; until then she applies her own register of practitioners and rooms. Mindbody
- Software
With Square Appointments, appointments, catalogue and locations are documented; some booking configurations still have to be proven on an authenticated account.
The spa’s package or local rules may exclude a combination nothing has validated yet. Square Appointments
- Software
With GOrendezvous, relevant for the spa’s therapeutic side, the private invitation and business key are documented; the triggers alone do not let her write a booking.
Until writing is qualified, she works in native mode for that part, and reception posts entries as needed. GOrendezvous
What she does not do in your spa
- She assesses no contraindication: pregnancy, a recent injury, fever or ongoing treatment are noted and passed to the practitioner.
- She gives no medical advice and recommends no treatment to fix a health issue.
- She does not promise a receipt will be reimbursed: the receipt names the practitioner’s association, and the insurer decides.
- She does not promise a specific practitioner before checking their availability.
- She does not confirm half of a package whose resources do not line up.
- She does not continue an inappropriate call: polite refusal, no booking, a flag sent to the spa.
What you can ask her yourself
She answers from the bookings, calls and treatments you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich spa requests are for two people?
She retrieves the requested package and party size. She does not assume two rooms or practitioners are available.
Which conditions were passed to practitioners this week?
She retrieves the wording recorded verbatim and the treatment concerned. She does not say what the practitioner decided.
Which gift certificates were mentioned with no number confirmed?
She retrieves the mentions left pending validation by reception. She does not confirm a credit balance herself.
Which freed slots were offered to the waitlist this month?
Add-onWith Fill and loyalty: the offers sent and their response. Without the option, a freed slot stays a gap in the calendar.
What happens to the request
You describe your resources
Your treatments and their durations, the rooms and equipment each one needs, the buffers between two treatments, how your packages are built, your gift-certificate rules and your cancellation policy.
She qualifies and checks the whole set
Name and callback number, treatment or package wanted, number of people, therapist preference, any condition to pass on, existing entitlements. Then she checks that therapist, room and duration hold together.
You get a complete file
The confirmation goes out by text with what is booked and for whom, a reminder runs before the visit, and the front desk reads the call summary in the app, including anything left for approval.
What the Beauty, fitness and lessons base covers
A receptionist who answers in the spa's name, in both languages, identifies the treatment asked for and books it with the therapist, room and duration it needs. You keep your number.
- Calls answered in French and in English, following the caller
- The treatment, package or journey being asked for, identified
- Booking, rescheduling or cancelling within known availability and rights
- The therapist, duration, room and equipment each treatment requires
- Posted prices, conditions and booking steps explained as written
- A written summary after every call, readable in the app, and the option to ask her what happened
She confirms no half of a package whose resources do not line up.
Decisions that stay with you
- She assesses no contraindication: pregnancy, recent injury, fever or ongoing treatment are recorded and passed to the therapist.
- She gives no medical opinion and recommends no treatment as a fix for a health problem.
- She promises no insurance reimbursement: the receipt names the therapist's association, and the insurer decides.
- She promises no named therapist before checking that person's availability.
- She does not continue an inappropriate call: polite refusal, no booking, and the spa is told.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which spa requests are for two people?
She retrieves the requested package and party size. She does not assume two rooms or practitioners are available.
What else the spa can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Website chat
Explain approved packages on the website and prepare a couples request with its booking requirements.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Resources and appointments are documented in the vendor model, which is what makes pairing a therapist with a room conceivable. Live access, interface call costs and credit behaviour remain untested, and the real granularity of resources depends on the account.
Bookings, catalogue and locations are documented. Plan level and localised rules may rule out some booking setups; nothing has been proven on an authenticated account.
A platform for health and wellness practitioners — massage therapy, osteopathy, acupuncture — relevant to the therapeutic side of a spa. Private invitation and business key; triggers alone do not write a booking.
A treatment is a person, a room and a duration — all three together
A day spa does not sell slots: it sells journeys. A facial occupies an aesthetician and a room. A package chains two or three treatments in a set order, with the buffers between them. A couples booking needs two therapists free at the same hour and two rooms side by side. Any one of those resources can be missing on its own.
That is what makes phone booking so fragile here. A partial booking is useless: confirm a couples package for one person and you have a guest in reception with nothing to give her. Gift certificates, treatment restrictions and credit validity add rules that a calendar slot does not carry.
Your receptionist qualifies the treatment, the number of people and the preferences, checks that therapist, room and equipment line up with the length requested, and confirms only a complete set. Whatever belongs to professional judgement — a contraindication, the state of someone's skin — is passed on rather than assessed over the phone.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Beauty, fitness & lessonsBeauty and wellness
Day spas — your questions
Can she book a whole package?
Yes, provided every resource lines up: the therapists, the rooms and the length of each step. When one piece is missing she confirms nothing and offers a date where the whole set holds.
And gift certificates?
She takes the number when the caller has it at hand, notes the treatment it covers and books within availability. Restrictions, refunds and exceptions stay with the front desk, which approves them.
What does she do with a contraindication?
She records it and passes it to the therapist without assessing it. Pregnancy, recent surgery, ongoing treatment or sharp pain belong to professional judgement; faced with a worrying sign she points the caller to Info-Sante 811 and alerts the spa.
Can she promise an insurance reimbursement?
No. The receipt names the massage therapist's association; the insurer decides under the policy. She explains that plainly and records the insurer mentioned.
What about an inappropriate call?
She replies politely that the spa offers professional treatments only, ends the call, books nothing and flags it by text. The massage-therapy preset requires that, and it cannot be configured down.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberDay spas