Med spa phone script: ask which treatment and if they've had it before, answer pricing from your menu, send medical questions to a provider, then book the consult
By Sharrk Team · October 21, 2026
A good med spa phone script asks which treatment the caller wants and whether they've had it before, answers price questions from your approved menu, hands any medical question to a licensed provider, and ends by booking a consultation with a clear deposit and cancellation policy. Sharrk's AI voice agents run that same flow on every call, 24/7, and website and ad lead forms connected by webhook get a text in under 30 seconds.
Why does a med spa need a phone script at all?
Because most first calls are about one of three things: a specific treatment, the price, or whether it's safe for them. A script keeps every answer consistent and keeps the call moving toward a booked consult. AestheticsPro, a med spa software vendor, lists "the receptionist didn't ask for the consultation" and pricing that "wasn't explained clearly" among the common reasons calls stall, and recommends training receptionists "with call scripts that confidently convert interest into consultations" (AestheticsPro blog, vendor source, (checked October 21, 2026)).
A script also decides in advance where the front desk stops and the provider starts.
What should the front desk ask a new caller?
Keep it to five questions. Anything more belongs in the intake form or the consult.
- Name and best number for a text. Get this first so a dropped call is still a lead.
- Which treatment are you interested in? Botox, filler, laser, facials, body contouring, or "not sure yet."
- Have you had this treatment before, here or anywhere else? A returning patient and a first-timer book differently.
- Is there a date or event you're working toward? A wedding or trip changes which slots matter.
- How did you hear about us? So you know which ads and referrals are working.
Question 3 matters more than it looks. The American Med Spa Association explains that a good faith exam "should be performed prior to a patient receiving a treatment for the first time," and that it "must be performed by a physician, physician assistant (PA) or advanced practice nurse (APN)" (AmSpa, (checked October 21, 2026)). So a first-timer usually needs a consult or exam slot, not just a treatment slot. Check your own state's rules and your medical director's protocol for exactly how your practice handles this.
How should the front desk answer pricing questions?
Answer from your published menu, in the same words every time. If your menu prices Botox per unit and filler per syringe, say so, give the menu number, and explain that the provider confirms the amount needed at the consult. Never guess at how many units or syringes a caller "will probably need." That's a treatment decision.
Put any consult fee or new-client offer in the script so every caller hears the same thing.
Which questions must go to a licensed provider?
Anything about the caller's own body or health: whether a treatment is right for them, medications, pregnancy or breastfeeding, allergies, a reaction or concern after a past treatment, or results from somewhere else. The FDA's consumer advice on dermal fillers tells people to "work with a licensed health care provider" and to "talk to your licensed health care provider if you have any questions" (FDA, (checked October 21, 2026)). Your phone script should make that easy: offer a transfer to a nurse or provider if one is free, or take a message and promise a callback.
A caller describing a possible complication goes straight to your clinical team, per your protocol.
What does a full med spa booking script sound like?
Illustrative script. Adapt the wording, prices and policies to your own menu and your medical director's protocols.
Front desk: Thanks for calling [Spa Name], this is [Name]. Can I get your first name and the best number to text you, in case we get cut off? Caller: Sure, it's Dana, 555-0142. Front desk: Thanks, Dana. What treatment are you looking into? Caller: Botox for my forehead lines. How much is it? Front desk: Our Botox is [$X] per unit. The exact number of units is something our injector decides with you at your appointment. Have you had Botox before, with us or anywhere else? Caller: No, this would be my first time. Front desk: Great. For first-time patients we start with a consultation with one of our providers, who reviews your health history and talks through the plan. If it's a good fit, you can often be treated at the same visit. Is there a date you're working toward? Caller: A wedding in about six weeks. Is it safe if I'm on blood thinners? Front desk: That's a great question for our nurse injector, and I don't want to guess. I can transfer you now if she's free, or have her call you back today. Which do you prefer? Caller: A callback is fine. Front desk: Done. I've noted it for her. Now let's get your consult on the books. I have Tuesday at 10 a.m. or Thursday at 4 p.m. Caller: Thursday at 4. Front desk: You're booked for Thursday at 4. We hold new-client appointments with a card on file, and we ask for [24/48] hours' notice to reschedule, otherwise there's a [$Y] fee. You'll get a text confirmation and an intake form now. Anything else I can help with?
The script gets contact details first, quotes the menu, never estimates units, hands off the medical question and ends with a time and the policy.
Which call types does a med spa get, and how should each be handled?
| Call type | What the caller wants | Who handles it | Goal of the call |
|---|---|---|---|
| New client, specific treatment | Price and availability | Front desk / script | Book a consult or first visit |
| New client, "not sure what I need" | Advice on what to get | Front desk books, provider advises | Book a consult |
| Price shopper | A number | Front desk, from the menu | Give menu price, offer a consult |
| Returning client rebooking | Next appointment | Front desk / script | Book into the right provider's calendar |
| Medical or eligibility question | "Is it safe for me?" | Licensed provider | Transfer or flagged callback |
| Post-treatment concern | Help with a reaction | Clinical team, per protocol | Fast handoff to a provider |
| Reschedule or cancel | Move the visit | Front desk / script | Rebook and apply the policy |
How do deposits and cancellation policies fit into the script?
State the policy at booking, not after a no-show. Zenoti, a med spa software vendor, writes that "requiring deposits and enforcing cancellation fee policies are particularly important in high-ticket medspa settings," calls a card-on-file deposit at booking its most effective fix for first-rebook cancellations, and suggests a 24-hour notice window as standard with 48 to 72 hours for high-ticket treatments (Zenoti, vendor source, (checked October 21, 2026)). Those are a vendor's suggestions; pick the window and fee that fit your practice and have your team review them.
Follow up with reminders that make rescheduling easy. For calls after closing time, see our guide to booking med spa clients after hours.
How does Sharrk handle med spa calls?
Sharrk's AI voice agents answer every call 24/7 and follow your script. They answer from the menu, prices and policies your spa approves, and they don't recommend treatments. When a caller asks a clinical question, the agent sends it to your staff, either with a live transfer (cold or warm) to a nurse or provider or as a flagged follow-up. The agent books the consult into Sharrk's built-in calendar, Calendly or Cal.com. Every call comes with a transcript, recording and an alert to your team, and every lead lands in Sharrk's CRM.
Website and ad lead forms connected by webhook get a text from Sharrk's AI text agent in under 30 seconds, and Strikes keep following up by call, text and email until the lead replies, books or asks to stop. See how it fits a med spa on our AI receptionist for med spas page, or compare the numbers in what a med spa answering service costs.
You don't have to build any of this by hand. Mako, Sharrk's AI assistant, builds your voice agent, Strikes, campaigns and automations from plain English: tell it your menu, your consult rules and which questions go to a nurse, and it shows each change on an Apply card and waits for your approval, with Undo if you change your mind.
Start free with 2,500 credits, no card needed, or book a demo to hear a med spa agent in action.
Sources
- American Med Spa Association, "What Is Required of a Medical Spa's Good Faith Exams?" — americanmedspa.org (checked October 21, 2026)
- U.S. Food and Drug Administration, "Dermal Filler Do's and Don'ts for Wrinkles, Lips and More" — fda.gov (checked October 21, 2026)
- Zenoti, "Medspa cancellation rate" (vendor blog, secondary source citing Zenoti's own benchmark report) — zenoti.com (checked October 21, 2026)
- AestheticsPro, "Hidden Revenue Engine: Turn Your Medspa's Front Desk into Growth" (vendor blog, secondary source) — aestheticspro.com (checked October 21, 2026)
Related on Sharrk: AI receptionist for med spas · AI answering service · Speed to lead · Pricing
Frequently asked questions
What should a med spa say when someone calls asking for prices?
Give the price from your published menu, explain how it's charged (for example per unit or per syringe), and offer a consultation where the provider confirms the amount. Don't estimate units or syringes over the phone; that's a treatment decision.
Can the front desk answer medical questions at a med spa?
No, questions about whether a treatment is right for a caller, medications, pregnancy, allergies or reactions should go to a licensed provider. The script should offer a transfer to a nurse or provider, or a callback.
Do first-time med spa clients need a consultation before treatment?
Usually yes. The American Med Spa Association says a good faith exam should happen before a patient's first treatment and be done by a physician, PA or advanced practice nurse, so book first-timers into a consult or exam slot and follow your state's rules.
Should a med spa take a deposit when booking by phone?
Many do, and stating the policy at booking is the key. Zenoti, a med spa software vendor, recommends a card-on-file deposit at booking and a 24 to 72 hour notice window depending on treatment; set your own policy with your team.
Can Sharrk answer and book med spa calls for me?
Yes, Sharrk's AI voice agents answer every call 24/7, answer from the menu and pricing your spa approves, send clinical questions to your staff by live transfer or flagged follow-up, and book consults into Sharrk's calendar, Calendly or Cal.com. Going live needs a paid plan; you can build and test free.