An AI voice agent for spas: answer every call

These problems usually start with a call nobody took:

• Single-visit guests never become members. They loved the deep tissue massage. They never came back because nobody followed up with a reason to return.
• Upsell opportunities missed at checkout.
• Booking requests pile up on the phone. Every weekend, your front desk is on 3 calls simultaneously while guests wait at the counter.

Callers often want advice before booking, and the reception is usually with a client when the phone rings.

Clients booking treatments, voucher buyers on the day of an occasion, hotel guests asking about availability, and people asking what a treatment involves. The receptionist is often welcoming an arriving client in a quiet space, where answering the phone breaks the calm for everyone.

Vajra, Reputoo's voice agent, runs the same workflows over the phone that the WhatsApp agent runs in chat:

1. Guest books treatment via WhatsApp — Bot shows treatment menu, available therapists, and confirms booking in minutes.
2. Post-treatment follow-up sent automatically — Thank-you message with care tips and recommendation for next session timing.
3. Membership upsell triggered after 2nd visit — After 2nd visit, bot sends personalised membership offer with savings calculator.
4. 21-day re-booking reminder — If no booking made in 21 days, automated nudge with "Your wellness is due" message.

After each call the caller can get a WhatsApp message with the details, and staff see the call in the call log.

• 36 languages, switching to the caller's — useful where customers mix languages in one sentence.
• After hours it takes the booking or the message instead of letting the call ring out.
• Live transfer to a staff member when the caller asks for one or the call needs a person.
• Outbound calls for reminders and follow-ups, within the calling hours you set. Reminders a day before, since clients plan around treatments; package and voucher promotions before holidays and occasions.

What stays with your staff: Health conditions, pregnancy, allergies to products, and complaints about a treatment belong with a senior therapist.

"I need a voucher for my wife today" — the agent offers treatments or amounts, takes the recipient's name and message, sends the payment link to WhatsApp during the call, and delivers the voucher as soon as payment arrives. Last-minute buyers get their voucher in minutes.

• Health and suitability questions — to a therapist.
• Groups, bridal parties and corporate bookings — to the manager.
• Complaints and refunds.
• Callers who ask for a person.

A monthly voice add-on of ₹1,999 (or $29) on top of your Reputoo plan, plus call minutes billed from a prepaid wallet at ₹4–12 a minute depending on the number and route.

Compare that with the cost of the calls going unanswered, or with the hours staff spend on routine calls, and decide from your own call volume.

The agent finds bookings by the caller's number, reschedules with the same therapist where possible, applies the cancellation rule and deposit policy, and confirms on WhatsApp. Exceptions go to the manager.

Answer with the spa's name, say the caller is speaking to the spa's assistant, and keep a calm, unhurried pace. End by repeating the treatment, therapist and time and saying the details are on their way to WhatsApp.

The agent follows the caller's language and switches if they do. Add treatment names as clients say them so every version maps to the right treatment and duration.

A spa taking 20 calls a day at about two and a quarter minutes each uses around 45 minutes a day, roughly 1,350 a month. At ₹4–12 a minute from the prepaid wallet that is ₹5,400–₹16,200 a month in minutes, plus the ₹1,999 monthly add-on.

1. Connect therapist and room schedules; add treatments, prices, policies and voucher options.
2. Choose forwarding: unanswered calls or after hours.
3. Test a single booking, a couples' booking, a voucher purchase and a health question.

Callers often ask what a treatment involves before booking. The agent explains from your therapists' descriptions — what happens, how long, what to wear — and offers two or three suitable options with prices. First-time callers who understand what to expect are far more likely to book.

For couples the agent finds slots where two therapists and the couples' room are free for the full duration, takes both names, and sends one confirmation to WhatsApp. Larger groups and bridal parties are taken as enquiries for the manager with a callback time.

In hotel spas, guests call from their rooms. The agent takes the room number, books the treatment, charges it to the room, and sends a reminder. Day visitors pay by link. Day-pass rules are explained on the call.

Callers who mention pregnancy, recent surgery, a condition or medication are told that a therapist will confirm the treatment is suitable, and the agent passes on their details for a callback before the appointment. It never decides suitability itself.

Many people book spa time in the evening or at the weekend, often for the same week. The agent takes those calls so the next day starts with bookings rather than missed calls. On closed days it books the next open day.

Regular clients sometimes ask for the manager or their therapist. The agent transfers them when someone is free, or takes a message and a callback time. It never makes a caller argue with the assistant to reach a person.

Compare a month before and after: calls that rang out, bookings and vouchers sold by phone, and interruptions at reception. Read call summaries weekly for treatments the agent did not recognise or questions it could not answer, and add them to the knowledge base.

Callers buying a voucher often ask for advice: "something relaxing for my mother". The agent suggests two or three treatments in their budget, explains each briefly, takes the recipient's name and message, and sends the payment link to WhatsApp during the call.

"What should I wear? Can I use the pool? Where do I park?" — the agent answers from the arrival notes and sends them to WhatsApp so the client has them on the day. Calm, prepared clients enjoy the treatment more.

The agent never confirms whether someone is a client or shares booking details with anyone but the client. A caller asking about a partner's booking is offered a message to the partner's number. Voucher recipients see only their voucher.

Clients with packages call to book the next session or ask what is left. The agent answers from the records, books with their usual therapist, and confirms on WhatsApp. Renewal questions are explained factually; offers go through the manager or marketing messages.

For long rituals and couples' bookings, the agent explains the deposit and cancellation rule, sends the payment link to WhatsApp during the call, and holds the booking until payment arrives. Callers who miss the deadline get one reminder before the slot is released.

"I'm running 15 minutes late" is a common call. The agent checks whether the therapist has room after the booking; if so it confirms, and if not it explains the treatment may be shortened and offers a new time. The therapist is told before the client arrives.

Choose a calm, warm voice for the agent and a greeting that matches the spa. Read call summaries in the first weeks to check the pace and wording feel right to your clients, and adjust the instructions until calls sound like your best receptionist.

Members call to book their monthly treatment or ask what is included. The agent recognises them, books with their usual therapist, and reminds them if a treatment is about to lapse. Cancellations and membership changes go to the manager.