Call Routing
Not every med spa call is an appointment request. A client might have a post-procedure concern, a complication, or a specific provider preference. An AI receptionist routes calls intelligently—appointments go to the schedule, urgent concerns go to a provider.
An appointment inquiry is different from a post-filler swelling concern. Smart routing handles each appropriately: appointments get booked; urgent concerns reach a provider quickly.
If a client calls with infection signs or excessive swelling, the AI identifies urgency and routes them to your on-call provider or urgent care instead of a receptionist.
Clients who prefer a specific aesthetician or filler brand can be noted in intake. Scheduling routes them correctly without manual notes.
If a client is unsatisfied with a result, the AI flags it as a refund inquiry and routes to your manager. They handle it promptly; client satisfaction improves.
Calls routed by urgency and type
Appointments to scheduler; concerns to provider; refunds to manager
Urgent calls escalated immediately
Post-procedure complications, infection concerns, allergic reactions routed to on-call staff
Provider preferences captured and honored
Clients get their preferred aesthetician; repeat booking improves
Callback prioritization available
Urgent or complex cases prioritized over routine appointment requests
The AI asks early in the call: 'Are you calling to book a new appointment, or are you a current client calling about an existing treatment?' If it's a post-care concern, it asks follow-up questions: Any swelling, redness, or itching? Any pain or warmth? Is this normal healing or something new? Based on the answer, it determines urgency and routes accordingly.
If a client reports signs of infection (warmth, pus, fever), allergic reaction (severe swelling, difficulty breathing), or excessive bleeding, the AI flags it as urgent and routes the call to your on-call aesthetician or provider immediately. A callback is prioritized.
Yes. If a client says, 'I want to see Sarah' or 'I only use Restylane,' the AI notes this in the intake and routes the scheduling request to an appropriate appointment slot with that provider or ensures the note is visible to your scheduler.
If a client expresses dissatisfaction ('The results don't look right' or 'I want a refund'), the AI captures the concern, gathers details (what treatment, when, what's the issue), and routes to your practice manager or owner for review and resolution.
Yes. Urgent calls (complications, refund requests, provider callbacks) are prioritized in the queue ahead of routine appointment requests. Your team works through callbacks in priority order.
The AI can transfer warm (client still on the line) to your scheduler, aesthetician, or manager. The caller doesn't repeat their story; the AI's context is passed to the recipient.
Core Topic
Call routing and triage
Intelligent routing routes calls by type and urgency, reducing wait times and improving outcomes
Specialty
AI receptionist for med spas
AI reception built for med spas and aesthetic practices
Next step
How appointments get booked on the call
Booking, rescheduling and calendar rules the receptionist applies on every call.
See how MedReception AI handles after-hours calls, scheduling, intake, and patient communication for medical practices like yours.
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