Multi-Channel Capture & Instant Response
Every enquiry (Instagram DM, Facebook message, web form, missed call, WhatsApp, walk-in) lands in one place as one patient record and receives a real answer within minutes, on the channel the patient used, at any hour.
- Tier
- Foundational
- Build order
- 1st of 7 for medical spas
- Shape of it
- 8 steps, 1 decision point, 1 escalation rule, 1 stop rule
- At launch
- Runs supervised, with you approving what goes out
The problem this solves
Aesthetic enquiries do not arrive during business hours and they do not arrive in one place. The front desk cannot watch Instagram, Facebook, the web form, the phone, and WhatsApp simultaneously while also running a room. So enquiries are triaged by whichever channel someone happened to check, and the rest wait until morning, by which time the patient has messaged competitors.
How it works, step by step
Every wait, threshold and branch below is a value we set with you during the build, against your stages and your language. None of it is a default we impose.
- What starts it
- It decides something
- A timing rule you set
- It escalates to a person
- A stop rule, so nothing closes itself
Step 1Trigger
A patient sends a message, fills a form, or calls and does not get through.
Step 2
Whatever the channel, one patient record is created, or matched to an existing one, so a returning patient is never treated as a stranger.
Step 3
The record is stamped with the source, the treatment they mentioned, and the exact time it arrived.
Step 4Timing
Within minutes, a reply goes out on the same channel they used. It references the specific treatment they asked about, not a generic greeting.
Step 5
The system checks what the message contains:
- A general question: hours, parking, pricing bands the clinic has approved for publication, what a treatment involvesanswered directly.
- Anything clinical: am I suitable, will this react with my medication, what results will I getnot answered. Flagged, assigned to a provider, and the patient is told a clinician will respond personally.
Step 6Branch
If the enquiry is a fit, the reply offers real consultation availability with a booking link.
Step 7Escalation
If nobody has replied to a flagged clinical question within the agreed window, it escalates, first to the clinical lead, then to the owner.
Step 8Stop rule
Every enquiry that has not reached an outcome stays on a list until it does. Nothing closes itself silently.
How it gets built
Built inside what you already run
- Zenoti
- Boulevard
- Aesthetic Record
- Nextech
- Pabau
- or whatever your office already runs on
Nothing to log into and nothing to license. If a system needs a record your platform does not hold, we add the field to your platform rather than starting a second one beside it.
This is the actual build order, in the phases its own steps fall into. It runs in supervised mode first, with you approving what goes out, until you are happy with the tone.
- 1
Map
Inventory every channel enquiries currently arrive through, including the ones nobody officially owns.
Nothing is designed until we have looked at what already exists, including the parts nobody officially owns.
- 2
Build
Connect each channel into a single inbox and confirm a test message from each creates one correctly-attributed record.
Built inside the software you already run, against your stages and your language.
- 3
Build
Build the matching rule so returning patients are recognised, not duplicated.
- 4
Agree
Write the response templates per treatment category with the clinical owner. This is a clinical review step, not a copywriting one.
The thresholds, the wording and the names are yours. We write them down with you and get the consequential ones signed off.
- 5
Build
Build the clinical-question classifier and, critically, test it against deliberately ambiguous messages. Err toward escalation.
- 6
Agree
Set the escalation windows and name the person at each level.
- 7
Build
Connect the booking link to live availability with correct durations.
- 8
Prove
Run in supervised mode first (every outbound message reviewed before sending) until the clinical owner signs off on the tone.
It runs with a person approving what goes out until you are happy with the tone. Nothing sends unreviewed on day one.
What changes after it goes live
How it runs today
Aesthetic enquiries do not arrive during business hours and they do not arrive in one place. The front desk cannot watch Instagram, Facebook, the web form, the phone, and WhatsApp simultaneously while also running a room. So enquiries are triaged by whichever channel someone happened to check, and the rest wait until morning, by which time the patient has messaged competitors.
After this one is live
Enquiries stop being sorted by luck. The 9pm Instagram message gets the same response as the 11am phone call. The front desk stops starting each morning by excavating four inboxes, and starts with a single list. Clinical questions reach a clinician faster than they did when a human was triaging, because the routing no longer waits for someone to be free.
How to measure whether it worked
Your arithmeticRun with your numbers, not ours
Run this with the clinic's own numbers: take the enquiries received last month, estimate how many never received a response the same day, and apply the clinic's own consultation-to-treatment conversion and average treatment value. That figure is the recurring cost of the current response gap. It is demand already paid for.
We agree the baseline before anything is built, and we do not take credit for things that were going to happen anyway. There is no figure on this page claiming what we have produced for somebody else, because there is no verified figure to publish.
What we will not do
This is from the same delivery document as everything above it. It is on the page because a supplier who has not thought about it will not tell you, and you would find out later.
Every system here touches protected health information.
- Signed agreements with every vendor that touches patient data
- Per-channel consent captured and stored per patient
- All message content reviewed against the relevant regulator's advertising rules for medical aesthetics
- A country and state profile for consent, privacy, health data, telecommunications, and mandatory human review, English-speaking markets are not one compliance regime
- No automated system answers a clinical question, ever
Nothing in this document is legal or clinical advice. Every template stating a clinical or commercial term requires review by the clinic's own counsel before it goes live.
Nothing here is legal advice. Rules in this area have moved more than once recently, and every template that states a commercial term or a guarantee goes to your own counsel before it goes live.
Seven systems formedical spas.
We build one at a time and prove it moved before starting the next. The tiers are the dependency order, not a price list.
Tier 1Foundational
Nothing arrives late or unowned. These come first because everything above them assumes they are true.
- 1Multi-Channel Capture & Instant Responseyou are hereFastest visible result, lowest clinical risk, earns trust.
- 2Consultation Preparation & Show-Up ProtectionProtects capacity already paid for.
Tier 2Growth
The recoverable money. These work the pools the foundational systems have made visible for the first time.
Tier 3Flagship
One connected system end to end, plus what the owner reads on a Monday. Only once the pieces are proven individually.
The tiers are the dependency order for medical spas, not a price list. Most firms do not start at the first one, because the order is a default and the call is where it gets changed.
A note on sequencing this trade
Do not build all seven at once.
Each stage is proven against its agreed measure before the next begins.
Back to the medical spas overview for the stage map and where these fit.
Is this the oneyou need first?
Often it is not. On the call we look at what is actually costing you most right now, which is frequently a different system from the one that brought you to this page. If there is nothing worth building yet, we will say so.