InfiVoiceFeaturesPricingBlog

Day spa phone script template (copy and paste)

InfiVoice ยท 2026-11-14

At a day spa the treatment room is the thing you sell, and every call is really a question about a room, a therapist and a time slot. The phone rings while you are checking someone in, and the caller may be a guest, a gift recipient or someone planning a couples afternoon. This script is built around those calls. Copy it, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Write down the facts the script will lean on. Your treatment menu with the real duration of each one, which rooms are single and which are for two, which therapists offer which treatments, how long you want guests to arrive before their appointment, what happens when someone arrives late, how gift cards are bought and redeemed, and who handles health questions.

Keep one rule at the top. Quote prices and times only from your own menu, never promise a result, and never answer a health question yourself.

1. Greeting

> "Thank you for calling [Spa Name], this is [Name]. Are you calling to book, or about a gift card?"

Asking that one question up front sends the call down the right path in the first ten seconds.

After hours, say so and keep it useful.

> "Thank you for calling [Spa Name]. The spa is closed and we open again [Day] at [Time]. Tell me what you need and I will pass it on so someone can call you back."

2. The booking call

> "What treatment did you have in mind, or would you like me to tell you what we offer?"

> "Is it just you, or is someone joining you?"

> "Do you have a day in mind, or are you flexible?"

If two people are coming, the room matters more than the treatment.

> "For two guests I need a room set up for two, or two rooms at the same time. Which would you prefer?"

Write down the preference exactly. Some couples want to be in the same room, others want to be side by side but separate.

3. Arrival time and late guests

Many spa complaints start with a late arrival, so say the rule before the call ends.

> "Please arrive [number] minutes before your appointment so you can change and settle in."

> "If you are running late, call us. Depending on the schedule, we may have to shorten the treatment so the next guest is not kept waiting."

If you do not shorten treatments, say what you actually do. The point is that the guest hears it from you at booking, not at the door.

4. Gift cards, bought and redeemed

Gift card calls come in two kinds, and they are different.

For someone buying:

> "Is it for a specific treatment or an amount? And is there a date you need it by?"

> "I will have [Name] arrange it and confirm how it gets to you. What is the best number and email?"

For someone redeeming:

> "Wonderful. Do you have the gift card number handy? Which treatment would you like to use it for, and what days work for you?"

If the card value does not cover the treatment they want, do not guess at the difference.

> "I want to give you the exact amount, so I will have [Name] confirm it and call you back today."

5. Questions the front desk cannot answer

Some questions belong to a therapist or a manager, not to the person on the phone.

> "Are there any health conditions, allergies, or a pregnancy I should note so the therapist can follow up with you?"

> "I am not able to advise on that over the phone. I will pass it to [Name], who will call you before your visit."

Note the question in the caller's words and set a callback time.

6. Groups and special occasions

> "How many guests, and what is the occasion?"

> "Do you want everyone to start together, or would you like the treatments staggered?"

> "Would you like a quote? I will pass the details to [Name] and they will get back to you."

Only promise what your rooms and therapists can handle at the same time.

7. Change, cancel or move

> "Of course. What name is the booking under, and what day and time was it?"

> "I can move it to [Day, Time], or cancel it, whichever you prefer."

State your cancellation policy in your own words and follow it.

8. Goodbye

> "Thank you, [Name]. You are booked for [treatment] on [Day, Time]. Please arrive [number] minutes early. If anything changes, call us at [number]."

A Saturday morning call, as it might go

> Caller: "Hi, my sister gave me a gift card for a massage and I do not know how it works."

> Agent: "Happy to help. Do you have the card number handy?"

> Caller: "Yes, I have it here."

> Agent: "Great. Which treatment would you like to use it for, and what days work for you?"

> Caller: "A deep tissue massage, maybe a weekday afternoon."

> Agent: "I have Tuesday at [Time] or Thursday at [Time]. Which is better? And I will note your card number for the front desk."

> Caller: "Thursday."

> Agent: "You are down for Thursday at [Time]. Please arrive [number] minutes early. Could I have your name and a number in case anything changes?"

Mistakes to avoid

Do not tell a late caller it will be fine if you do not know the next appointment. Do not quote a duration that does not include the time to settle in. Do not promise that a specific therapist will be free before checking. And do not answer a health question, even a simple one.

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your team is with guests.

Start with the call flow. Paste the greeting, then add the questions in order: booking or gift card, treatment, one or two guests, day and time, name and phone number. Give gift card calls and health questions their own branches that take a message and promise a callback.

Add a knowledge base with your treatment menu, durations, rooms, arrival and late policy, hours and gift card details. InfiVoice answers from that content. Connect your calendar so bookings land in the right slot.

Test by calling it. Try a booking for one, a couples request, a gift card redemption and a late guest. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

How should a day spa handle a couples massage request on the phone?

Ask whether both guests want the same room or separate rooms, then check that a room for two, or two rooms, is free at the same time before offering a slot.

What should the front desk say about late arrivals?

Say the rule when booking: when to arrive, and what happens if the guest is late. Hearing it at booking prevents most disputes at the door.

How do you separate gift card purchase calls from redemption calls?

Ask up front whether the caller is buying or redeeming. They need different information, and the staff member who follows up may differ.

Can an AI voice agent answer day spa calls?

It can ask the booking questions, answer from your menu and policies, and schedule a slot. Route health questions and gift card values to a person.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

Related

Start free