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Quick answer: Treat the call as a booking, not a treatment sale or a clinical Q&A. Answer price and process questions within your published policy, offer two consult times with a named provider, take a deposit if your policy requires one, and send every clinical question, from suitability to side effects, to your licensed staff.
Many first-time injectable clients call with questions before they book. This guide covers the call flow, which questions go to licensed staff, deposits, price questions and calls after hours.
Updated 19 October 2026.
Booking a blowout online is easy. Booking your first Botox or filler appointment is a different kind of decision. It's a medical procedure on someone's face, it costs real money, and the results last for months. So before they commit, many first-time clients want to talk to someone: does it hurt, how much is it, and who will actually be doing it?
Those calls are easy to lose. Your injectors are in treatment rooms, your front desk is checking someone out, and the phone rings out. Callers don't wait long. In a survey of US consumers, only 42% said they leave a voicemail when a business doesn't answer, and 21% said they immediately call another business (CallRail, 2025). Zenoti reports that only 24% of callers who reach voicemail leave a message, based on its own customer data (Zenoti, 2025). More on why callers won't leave a voicemail.
When a call is answered, many front desks lose the caller in a different way: the caller asks a clinical question that the desk can't and shouldn't answer, and the conversation stalls. The fix is to treat the call as a booking, not a clinical Q&A.
Use a simple five-step flow:
Some questions are clinical, and the front desk should always pass them to a licensed provider:
A good script for these is: "That's a great question for [provider]. I'll book you a consultation so they can assess you properly." If the caller is describing a reaction, get the call to your clinical team straight away. For an emergency, tell them to call 911.
Many med spas do, to protect provider time. A deposit is a commitment, so it can reduce no-shows. But it can also put off some first-time callers. Things to weigh:
On the phone, keep it short and matter-of-fact: "We take a $[amount] deposit to hold consultation times. It goes toward your treatment if you go ahead, and it's refundable if you cancel at least [X] hours before."
There are two ways to take a deposit during the call: text the caller a payment link, or charge a card on file in your booking system.
For more on setting the policy, read how salon deposit policies reduce no-shows and how booking deposits reduce no-shows.
"How much is Botox?" is often the first thing a caller asks. Give the prices or ranges your spa publishes, and nothing more specific than that. Explain that the provider confirms the plan, and the cost, at the consultation.
If the caller asks for "the cheapest", steer back to the consult: "Pricing depends on what your provider recommends for you. The consultation is where you'll get an exact plan and price. Can I book you in?"
Some callers will ring after you've closed. After hours, the goal is the same: book the consultation, or capture the request so your team can call back first thing. Clinical calls after hours should follow your on-call process, and anyone describing an emergency should be told to call 911.
Other consultation-led calls work the same way: see what laser hair removal clients ask before they book and how an AI receptionist books hair transplant and restoration consultations. Running more than one location? Read how multi-location med spas answer calls and book every location. Running a GLP-1 program too? See why medical weight loss clinics lose new patients on the phone.
An AI receptionist can run this consultation-first flow on every call, including after hours and while your team is busy. CallPad is an AI receptionist for med spas, clinics and salons. It answers every call 24/7 without adding staff hours, sends missed-call text-backs, and texts clients on your waitlist when a consult slot opens up. CallPad books consults in real time with a named provider in Zenoti, Mindbody, Square, GlossGenius, Setmore, Booker and Google Calendar, including consult appointment types.
CallPad can take a deposit on the call, either by texting a payment link or using a card on file in your booking system. You set the deposit policy, and CallPad explains it to callers. CallPad keeps treatment details out of reminder and confirmation texts.
Clinical questions go to your staff: CallPad can transfer the call to a team member or take a message. With a message, you get an email that says what the caller wanted.
CallPad offers a BAA.
On Vagaro, CallPad answers calls and captures booking requests for your team. No CallPad Vagaro integration yet; contact us and join the waitlist.
For more, see CallPad for med spas, our guide to AI receptionists, HIPAA and BAAs, and how med spa AI receptionists compare. Already on PatientNow? See whether PatientNow has a built-in AI receptionist (Recura AI).
Many do, to protect provider time. Credit it to the treatment and state the refund rule when you book.
Yes. CallPad can take a deposit on the call, either by texting a payment link or using a card on file in your booking system.
Share published prices or ranges, explain that the provider confirms the plan at the consultation, and offer a consult time.
No. Suitability, side effects, reactions and aftercare go to licensed staff.
Yes. CallPad books consults in real time with a named provider on supported booking systems and sends clinical questions to your staff.
CallPad offers a BAA.
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