A WhatsApp AI agent for your spa: what it does and where it stops

Start with what customers ask. Clients ask which treatment suits them, how long it takes, whether a therapist is free on a given day, about couples or group bookings, and whether gift vouchers are available. An agent answers all of that from your own information. Then give it the work spas repeat every day:

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.

The agent runs these on WhatsApp in the customer's language, day and night, and writes what it did back to the contact record so staff see the full history.

1. Treatments — what each involves, duration, price, who it suits and who should avoid it, in your therapists' words.
2. Therapists — specialities, gender if clients ask, days.
3. Facilities — rooms, pool, steam, lockers, what to bring.
4. Policies — arrival time, cancellation, deposits, vouchers and expiry, age limits.
5. Practical details — address, parking, hours, holidays.

An AI agent is only as accurate as what you give it. On Reputoo it answers from your knowledge base — pages crawled from your website, documents and price lists you upload, and policies you write down — rather than from general knowledge. Two rules keep it right:

• If it is not in the knowledge base, the agent says it will check and hands over, rather than guessing.
• Prices, timings and policies live in one place. Update the source and the agent's answers change with it.

It also needs to see the records your spa already keeps — what to connect: A spa or salon booking system with therapist calendars; it holds the appointment and the treatment history.

"I sit at a desk all day and my shoulders are stiff" is a request the agent answers well from the treatment descriptions: it suggests two or three treatments suited to it, with duration and price, and books the one the client chooses. It never diagnoses or promises a result; it recommends what the menu says each treatment is for.

The agent asks the intake questions after booking and passes the answers to the therapist. If the client mentions pregnancy, surgery, a condition or medication, it says a therapist will check the treatment is suitable and hands over. It does not decide suitability itself.

These are the moments customers remember, and they are worth a human:

• 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.

The agent can open each of these conversations and collect the details; a person should close anything involving a complaint, an exception to policy, or money that has not been agreed. Handover goes to the shared inbox with the full conversation attached.

The same agent that answers on WhatsApp can answer your spa's phone line as Vajra, Reputoo's voice agent, so a customer who calls gets the same answers as one who messages. It speaks 36 languages and switches to the caller's.

The agent sells vouchers, sends payment links, delivers the voucher, and redeems codes when recipients book. It answers package balance and expiry questions from the records. Disputes about expired vouchers go to the manager.

For couples it finds slots with two therapists and the couples' room; for larger groups and bridal parties it collects the details and hands to the manager, telling the client when to expect a reply.

Instruct the agent to be calm, warm and unhurried, in the client's language across 36 languages. Read its conversations as a client would; the tone should match the room they will lie down in.

The agent never shares a client's bookings or intake answers with anyone else, including a partner booking a couples' treatment unless both have agreed. Voucher recipients see only their voucher, not the buyer's details beyond the name and message they chose to include.

1. Load treatments, therapists, facilities and policies.
2. Run the agent after hours first; review each morning.
3. Add missing answers daily.
4. Move to all-day once handovers are about judgement.

"What is Abhyanga?" or "what does a body polish involve?" — the agent explains from your therapists' descriptions: what happens, how long it takes, what the client will feel, what to wear, and who it suits. Clear explanations turn curiosity into bookings, and they reduce nervous first-time clients' questions at the desk.

"Can my friend and I come Saturday afternoon, one massage and one facial, and we'd like to use the steam room too?" contains two clients, two treatments, a time and a facility. The agent finds slots where both therapists and rooms are free together, adds steam-room access, confirms the total and sends one confirmation. It asks only for what is missing.

The agent sends deposit links for long rituals and couples' bookings, confirms payments, and sends receipts. It explains the cancellation rule before the client commits. Refunds and exceptions go to the manager. It never asks for card numbers, PINs or OTPs.

Health questions go to a senior therapist with the client's words; groups, complaints and refunds go to the manager. The agent tells the client who will reply and when, so a handover never feels like being ignored.

A month of conversations shows which treatments clients ask about, which they struggle to understand, when they try to book and cannot, and what they ask before a first visit. Those are menu, staffing and pricing decisions, taken from what clients actually said.

Before festivals and long weekends, update holiday hours and availability in one place. The agent then offers only real slots and suggests the nearest alternatives, including another therapist or a shorter treatment, instead of simply saying no.

The agent can suggest one add-on that fits the booking — a scalp massage with a body treatment, a steam session before a massage — once, with its price. If the client says no, that is the end of it. Pushy upselling is out of place in a spa and teaches clients to stop messaging.

Voucher buyers ask what to choose for someone else: "something relaxing for my mother, around ₹3,000". The agent suggests a few treatments in that range from the menu, takes the recipient's name and message, sends the payment link, and delivers the voucher. When the recipient messages, it recognises the code and books.

Before a visit, clients ask what to wear, whether to eat first, where to park. After, they ask how long before showering or whether to expect soreness. The agent answers from the arrival notes and aftercare texts your therapists wrote, and hands anything medical to a therapist.

For corporate voucher bundles and wellness days, the agent collects the company, the number of people or vouchers, the budget and the timing, and hands to the manager, telling the enquirer when to expect a reply.

At night the agent books treatments, sells vouchers and answers questions about the menu and policies. Health questions and group enquiries are queued for the morning with the client told when to expect a reply. A voucher bought at midnight for a birthday next morning is delivered straight away.

When a former regular messages after a long gap, the agent recognises them and their usual treatment and therapist, and offers those first — or, if the therapist has left, suggests who else does that treatment. Recognition is what makes a returning client feel welcome.

The agent can explain the refund and cancellation rules, but never approves a refund or extends an expired voucher on its own. It hands those requests to the manager with the booking or voucher attached, and tells the client when they will hear back.

For spas with monthly memberships, the agent answers what is included, books members' monthly treatment with their usual therapist, and tells them when an unused treatment is about to lapse. Membership cancellations go to the manager.