Aesthetics clinic AI receptionist for injectables and skin clinics

It's Thursday evening and your nurse prescriber is halfway through a lip filler appointment. The clinic phone rings twice: one caller wants "three areas" before a wedding next Saturday, the other wants to know whether you dissolve filler done somewhere else. Meanwhile your Instagram inbox has eleven new messages, including a photo of a lump from a treatment at another clinic last week. An aesthetics clinic AI receptionist can answer the calls, book the consultations and handle the practical questions. What it must never do is the part that needs a clinician, and the client with the lump needs a clinician.

This page is for aesthetics clinics and med spas: nurse-led and doctor-led injectables clinics, dental practices that offer facial aesthetics, and skin clinics offering peels, microneedling and laser. It covers your typical calls and messages, why consultations come before treatment, the medical questions an AI must leave alone, the rules on prescription-only medicines, the licensing scheme coming for non-surgical cosmetics in England, and how clients' health data should be handled. Everything is based on what Klugon's AI receptionist does today.

The enquiries an aesthetics clinic gets

Aesthetics enquiries are different from those at a beauty salon. Clients are often anxious, sometimes after a bad experience elsewhere, and a lot of what they ask touches on medicine. They also tend to shop around, so an unanswered call often means the enquiry goes to the next clinic on their list.

What clients call and message about

• Price questions. "How much for forehead and frown lines?" "Do you charge per area or per unit?" "Is the consultation free?"
• First appointments. New clients wanting treatment this week, often before an event. Many don't know they need a consultation first.
• Two-week reviews. Existing clients booking the review appointment after anti-wrinkle treatment, or asking whether they need one.
• Filler questions. Lips, cheeks, jawline, tear troughs; how much product; whether results look natural; how long it lasts.
• Dissolving. Clients unhappy with filler done elsewhere, wanting it dissolved.
• Skin treatments. Peels, microneedling, skin boosters, laser and IPL, often bought as courses.
• Suitability questions. Pregnancy, breastfeeding, medication, autoimmune conditions, previous reactions, upcoming surgery.
• Aftercare and complications. Bruising, swelling, asymmetry, lumps, and occasionally something urgent.
• "Who will treat me?" Whether the injector is a doctor, nurse, dentist or pharmacist, and whether they're registered.
• Payment and finance. Whether you offer payment plans, how deposits work, and your cancellation policy.

When the enquiries come

In most clinics, calls peak at lunchtime and early evening, when clients are away from work. Instagram and WhatsApp messages build through the evening and on Sundays, when people are scrolling and comparing clinics. Many clinics run treatment days that don't line up with office hours, with clinicians who also work NHS or dental shifts, so the phone is often answered least when clients call most.

The aesthetics year

• October to mid-December is the busiest stretch for injectables, as clients prepare for the party season. Many clinics advise allowing about two weeks for anti-wrinkle treatment to settle, which pushes bookings into November.
• January brings skin enquiries: peels, skin boosters, courses started as a new-year plan.
• Spring and summer bring wedding enquiries and pre-holiday treatments. Many skin treatments and laser need care with sun exposure, so clinics often push peels and laser towards autumn and winter.
• Autumn is the usual start of laser and resurfacing courses as the sun weakens.

What an aesthetics clinic AI receptionist handles

With Klugon, the AI answers phone calls, replies on WhatsApp, Instagram and Facebook Messenger, and chats on your website. Everything goes into one inbox. It answers from the knowledge you give it, books into a built-in diary that follows your rules, and hands anything clinical to your team. The AI phone receptionist page covers the call side in detail.

The non-clinical questions

Most of your inbox doesn't need a clinician. With your price list, treatment pages, policies and FAQs in the knowledge base, the AI answers questions like:

• "How much is a consultation?"
• "How long does a lip filler appointment take?"
• "Who are your practitioners and what are their qualifications?"
• "Do you have parking?"
• "What's your cancellation policy?"
• "Do you offer payment plans?"
• "Do I need to come back for a review?"
• "What should I bring to my consultation?"

It answers from your material and hands over when it doesn't know. You can upload PDFs and Word documents, paste text in, or let it read your website.

Booking consultations and reviews

Klugon's built-in diary uses your opening hours, closed dates, treatment lengths and staff. Each clinician only gets the appointments they're qualified for, so a consultation for prescription-only treatment goes into a prescriber's diary and a peel goes to whoever does peels. Clashes are checked per person. You also set a buffer between appointments, a minimum notice period and how far ahead clients can book.

After booking, the client gets a reference in the conversation. Klugon doesn't send confirmation emails, texts or reminders, so if your clinic software sends pre-consultation forms, keep using it.

In messages and website chat, the AI can also move a booking. On calls, it can cancel a booking and make a new one, but it has no single "reschedule" step.

Capturing leads

Many clients aren't ready to book on first contact. The AI can take their name, contact details and what they're interested in, and save it as a lead. If you connect Slack or Zapier, you're notified there. The leads page shows new enquiries waiting for a call back.

Consultations before treatment

The most useful thing an AI does for an injectables clinic is get the order right: consultation first, treatment afterwards. Clients who ring wanting "Botox on Friday" often don't know that's not how it works, and they don't always take it well when a tired receptionist tells them at the end of a long day.

Why the consultation matters for prescription-only treatments

Botulinum toxin is a prescription-only medicine in the UK. It must be prescribed by a qualified prescriber, such as a doctor, dentist, or nurse or pharmacist independent prescriber, and the professional regulators are clear that this needs a face-to-face assessment.

• The GMC's guidance on deciding whether it's safe to prescribe tells doctors they must physically examine patients before prescribing injectable cosmetic medicines such as botulinum toxin, and so must not prescribe them remotely.
• The NMC changed its position in 2025: since 1 June 2025, nurse and midwife prescribers must consult face to face before prescribing for non-surgical cosmetic procedures, including anti-wrinkle injections.

That isn't a booking preference. It's the regulatory basis for how your clinic works, and the AI should treat it that way.

How to set it up

Create separate services for each step:

• New-client consultation, assigned only to your prescribers, with a realistic length (often 20 to 30 minutes).
• Treatment appointments, assigned to the clinicians who carry them out.
• Review appointments, usually about two weeks after anti-wrinkle treatment, often free and shorter.
• Skin consultations for peels, microneedling and laser, which may be with a different practitioner.

Then write your rules into the knowledge base:

Where the rule depends on you

The diary doesn't know that a consultation must come before a treatment. That sequence is an instruction the AI follows, not a lock. If a new client books a treatment slot directly, through an unusual turn of conversation, nothing in the diary stops it. Check new-client treatment bookings each morning and move any without a consultation. If your clinic has a cooling-off gap between consultation and treatment, write it down, and check it the same way.

Review appointments and top-ups

The two-week review is where many clinics lose track. Clients forget, or assume they only need to come back if something looks wrong. The AI can't remind them, because Klugon doesn't send reminders, but it can make the review easy to book in the same conversation as the consultation or treatment. Teach it to offer a review slot roughly two weeks after any anti-wrinkle treatment booking it makes, and to explain your policy on top-ups at review: whether they're included, charged, or decided by the prescriber on the day. Questions about whether a client actually needs a top-up go to the clinician.

Filler done at another clinic

Requests to correct or dissolve filler done elsewhere are common, and they're clinical from the first word. The AI shouldn't comment on the photo, the result or the other clinic. It should explain that dissolving needs an in-person assessment with a prescriber, quote the consultation fee from your price list, and offer a corrective consultation slot. If the client describes pain, colour changes or anything that sounds urgent, it switches to the urgent-care wording below. Write a separate service for corrective consultations if they take longer than your standard one, so the diary books the right amount of time.

The AI must never give medical advice

An aesthetics clinic AI receptionist answers questions about your clinic. It doesn't answer questions about anyone's body. Put this at the top of the knowledge base, in plain words:

Questions to hand to a clinician

• "Am I suitable for lip filler? I have a cold sore at the moment."
• "I'm breastfeeding. Can I have anti-wrinkle injections?"
• "I'm on isotretinoin, can I have a peel?"
• "How many units will I need?"
• "My eyelid feels heavy since my treatment."
• "There's a lump in my lip from my filler."
• "I'm having surgery next month, does that affect my treatment?"
• "I had a reaction to filler five years ago."
• "Can you fix my lips? They were done at another clinic."

Possible complications are urgent

Filler complications can be serious, and some need treatment within hours. The AI can't diagnose anything, but it shouldn't make a worried client wait in a queue either. Work out with your clinical lead the exact urgent wording you want, and put it in the knowledge base. For example:

Klugon has no live call transfer. It can't put the caller through to your prescriber's mobile. What it does is give the number you've set, flag the conversation as needing a person and notify you through Slack or Zapier if connected. Make sure your aftercare number is answered by a clinician outside clinic hours, because the AI won't be.

What handover means

When the AI hands a conversation over, the inbox shows a "Needs a person" banner, and Slack or Zapier get a notification. On WhatsApp, Instagram and Messenger, your team can reply from the inbox within Meta's 24-hour window. Calls and website chats can't be replied to from the inbox, so someone calls back using the details the AI collected. The AI isn't paused after a handover; it keeps replying if the client writes again. Teach it to say "I've passed this to our clinical team" and not to keep trying. The post on handing calls to staff has more on writing these rules.

Advertising rules and what the AI says about prescription-only medicines

Prescription-only medicines can't be advertised to the public in the UK. The MHRA's Blue Guide on advertising and promoting medicines sets out the rules, and the MHRA has repeatedly taken action against clinics promoting botulinum toxin on websites and social media.

Your AI assistant speaks for your clinic on your website, your Instagram and your WhatsApp. Treat what it says the same way you treat your website copy:

• Write your knowledge base around consultations and the concerns clients come in with (lines, wrinkles, volume loss), not around a prescription-only product.
• Don't put product brand names in promotional lines, special offers or "most popular" lists for the AI to repeat.
• Don't set up promo codes or offers on prescription-only treatments for the AI to quote.
• Have whoever checks your marketing for compliance read your knowledge base too, and test the AI with the questions clients ask.

When a client asks a direct question about a treatment, answering it factually from your price list is a different thing from promoting it. Where the line falls is a question for your compliance adviser, not for the AI.

Under-18s

The Botulinum Toxin and Cosmetic Fillers (Children) Act 2021 makes it an offence to give botulinum toxin or cosmetic filler injections to anyone under 18 in England for cosmetic purposes. Section 2 also covers businesses: a business owner commits an offence if arrangements are made by or on behalf of the business for a non-approved person to carry out these treatments on someone under 18.

An AI booking on your behalf is your business making arrangements. Put the rule in the knowledge base ("We do not offer anti-wrinkle or filler treatments to anyone under 18"), and have the AI ask new injectables clients to confirm they're 18 or over when booking a consultation. Your clinicians still check ID at the consultation.

The licensing scheme for non-surgical cosmetics in England

England is moving towards licensing for non-surgical cosmetic procedures. The Health and Care Act 2022 gave the government powers to set up a licensing scheme. The Department of Health and Social Care consulted in 2023, and its government response, published on 7 August 2025, set out the plan:

• the highest-risk procedures become activities regulated by the Care Quality Commission, which only specified healthcare professionals can perform;
• local authorities license lower-risk procedures;
• age restrictions apply to people receiving these procedures.

The response said work would start with the highest-risk procedures, with a further public consultation planned, and that the changes need secondary legislation. As of October 2026 we couldn't find regulations bringing the licensing scheme into force, and the GOV.UK page hadn't been updated since August 2025. Check that page for the current position before you plan around dates.

When the scheme arrives, it's likely to change what your clinic must show clients: practitioner licences, premises licences, perhaps age checks. When it does, add the details to your knowledge base so the AI answers "Are you licensed?" accurately. The scheme applies to England; Scotland and Wales have their own rules.

Clients' health data under GDPR

Aesthetics conversations are full of health data. A client who mentions a pregnancy, a medication, an autoimmune condition or a previous reaction is sharing information about their health, which the UK GDPR treats as special category data. The ICO says you need both a lawful basis and a separate condition for processing it, and you may need a data protection impact assessment where the processing is likely to be high risk.

Practical steps

• Keep medical history out of the AI. Your medical questionnaire and consent forms belong in your clinic software, completed before the consultation. Don't ask the AI to collect them.
• Keep the AI's questions to booking basics. Name, contact details, the concern they'd like to discuss and confirmation that they're over 18.
• Don't ask clients to send photos to the AI. People often send photos of their face on Instagram. Decide how your clinic handles these and have a person deal with them, rather than asking for them through the assistant.
• Update your privacy notice to mention the AI assistant and the channels it answers.
• Delete conversations from the inbox when you no longer need them, in line with your retention policy.
• Consider a DPIA for the assistant, as you would for any new system that may receive health data.

What Klugon does and doesn't offer here

Klugon is run by a German company under the GDPR. Data transfers to sub-processors, including AI and telephony providers in the USA, are covered by standard contractual clauses, as listed in Klugon's privacy policy. Klugon isn't certified to HIPAA, SOC 2, ISO 27001 or PCI, and it isn't a clinical records system. You can export data as CSV and delete records; full erasure is by email request. Calls aren't recorded.

If your clinic is CQC-registered, check the assistant against your own information governance policies before switching it on.

Sample conversations

These samples show how conversations might go. The clinics are made up, and these aren't recordings of real calls. The voice on a call is AI-generated.

Sample call: a new client wanting treatment this week

A sample call to Northgate Aesthetics, a made-up nurse-led clinic in Bristol.

Sample Instagram DM: a possible complication

A sample Instagram conversation with Clifton Skin & Aesthetics, a made-up doctor-led clinic.

The AI didn't say what the symptom might be or what to do about it. It gave the number the clinic set, used the urgent-care wording, and flagged the conversation.

Sample website chat: a med spa laser enquiry

A sample website chat with Wren Medispa, a made-up med spa in Manchester offering laser and skin treatments.

Setting it up for an aesthetics clinic

Your setup checklist

1. Separate consultations, treatments and reviews as services, each assigned to the right clinicians.
2. Mark which clinicians are prescribers by giving only them the prescription-only consultation service.
3. Set buffers and minimum notice. Many clinics prefer a minimum notice of a day for new-client consultations, so the medical questionnaire can be completed beforehand.
4. Write your consultation rule: new injectables clients book a consultation first.
5. Write your no-medical-advice rule and your list of questions to hand over.
6. Write your urgent-care wording with your aftercare number, agreed with your clinical lead.
7. Write your under-18 rule.
8. Write your knowledge base in compliant language, focusing on consultations and concerns, and have it checked like your marketing.
9. Write your own greeting, saying it's an AI assistant. The default greeting doesn't say so, and for a clinic it's good practice to be upfront.
10. Choose your channels. Website chat and the phone are the quickest. Instagram needs Meta setup and app review (see Instagram and Messenger automation).
11. Test it hard in the browser with the medical questions clients ask, and make sure it hands every one of them over.
12. Add your number after the trial, either new or by forwarding your clinic line.

The clinic software you already use

Aesthetics clinics often use Pabau, Aesthetic Nurse Software, Faces or Fresha to hold medical histories, consent forms, treatment notes, before-and-after photos and payments. Klugon doesn't connect to those systems, and it shouldn't hold that clinical record.

That leaves two workable set-ups:

• Klugon for the front desk, your clinic software for the record. The AI answers questions, takes leads, hands over clinical questions and sends clients your online booking link from the links library. Your clinic software stays the place for consultations and records.
• Klugon's diary for consultations, your software for treatment. Smaller clinics sometimes let the AI book consultations into Klugon's diary and move the client into their clinic software at the consultation.

Don't run two diaries for the same clinician without someone checking both.

If your prescribers keep their other work in Google Calendar, Outlook or Apple Calendar, the AI can check those calendars for busy times after setup, on the Business plans and above. It's a check rather than a full two-way sync.

Keeping the clinic number

Clients have your clinic number saved, and it's on your Google profile. You don't have to change it. Forward it to a Klugon number, all the time or only on no answer. Klugon doesn't port numbers.

What it costs

Prices are in US dollars. The pricing page has full plan details. Here's an example with stated assumptions.

A worked example for a nurse-led clinic

Say you run a clinic with two nurse prescribers who also work NHS shifts kept in Google Calendar. You get about 150 calls a month averaging four minutes, around 200 Instagram and Messenger conversations, and few WhatsApps.

Without the calendar check, the voice Starter plan at $99 would cover the minutes, bringing the total to $187. Yearly billing takes 20% off plan prices.

Set against a clinic coordinator

A part-time coordinator working 25 hours a week at the National Living Wage, £12.71 an hour from April 2026 for workers aged 21 and over, costs around £1,377 a month before holiday pay, pension and employer National Insurance. Experienced aesthetics coordinators are usually paid more.

A good coordinator does things the AI can't: reassure a nervous client face to face, take payment, chase consent forms, judge when a call needs a clinician urgently. Many clinics will keep a coordinator for clinic days and use the AI for evenings, weekends and the time the coordinator is with a client.

Answering services

General answering services can take a message, but they rarely know the difference between a consultation and a review, and they can't book into your diary. Get quotes and compare.

A simple way to estimate value

If one in three unanswered new-client calls goes to another clinic, and a new injectables client is worth £250 over their first year, then 15 missed new-client calls a month lose you about five new clients a month, worth around £1,250 in their first year. Your numbers will be different, so count your missed calls for two weeks first.

Compared with aesthetics clinic software

Pabau, Aesthetic Nurse Software and Faces are clinic management systems: diary, medical records, consent, photos, payments, and in some cases marketing tools. Fresha is a general booking platform used by some med spas.

Klugon is narrower and sits in front of those systems. It answers the phone, Instagram, WhatsApp and website chat; books consultations if you let it; and hands every clinical question to a person. It isn't a medical record and it shouldn't be used as one.

If you're new to the idea, what an AI receptionist is explains the basics. Related businesses have their own pages: hair salons, nail salons and barbers, all under the salons and aesthetics overview. Clinics doing medical rather than cosmetic work should read the clinics overview.

How to tell whether it's working

After a month, look at:

• Calls and conversations answered, especially in the evenings and at weekends, on the analytics page.
• Consultations booked by the AI. Track how many turned into treatment in your clinic software, since Klugon doesn't track conversion.
• Handover rate. In an aesthetics clinic this will be higher than in a salon, because of medical questions. That's what you want. Check a sample of handovers to make sure the AI isn't answering anything it should pass on.
• Questions without a good answer on the insights page. Add answers to non-clinical questions; leave clinical ones as handovers.
• New-client bookings without a consultation. These should be zero.

Frequently asked questions

Will the AI give medical advice?

It shouldn't, and you set it up so it doesn't. Your knowledge base tells it never to answer questions about suitability, symptoms or side effects, and to hand them to your clinical team. Test this before going live.

Can it book Botox for a new client?

It books a face-to-face consultation with a prescriber first. Botulinum toxin is prescription-only, and the GMC and NMC require prescribers to assess clients in person before prescribing.

What does it do with a possible complication?

It gives your aftercare number and the urgent-care wording you set, flags the conversation as urgent for your team, and notifies Slack or Zapier if connected. It can't transfer the call.

Is it suitable for a med spa?

Yes. Med spas use it for consultations, skin treatment bookings and practical questions, with the same rules on medical questions as any aesthetics clinic.

Can it stop under-18s booking?

It can ask clients to confirm they're 18 or over and tell them you don't treat under-18s, following your knowledge base. It can't verify age, so your clinicians still check ID.

Does it work with Pabau or Aesthetic Nurse Software?

Klugon doesn't connect to clinic management systems. Keep your medical records, consent forms and photos there, and use Klugon to answer and book consultations or share your booking link.

Is Klugon HIPAA compliant or certified for medical data?

No. Klugon isn't certified to HIPAA, SOC 2, ISO 27001 or PCI. It's run by a German company under the GDPR, with transfers to US sub-processors covered by standard contractual clauses. Keep clinical records in your clinic software.

Is the new licensing scheme in force yet?

As of October 2026 we couldn't find regulations bringing England's licensing scheme for non-surgical cosmetic procedures into force. The government response was published in August 2025. Check the GOV.UK page for the latest position.

Can it handle requests to dissolve filler from another clinic?

It can explain that dissolving needs an in-person assessment, quote your consultation fee and book a corrective consultation with a prescriber. It won't comment on the other clinic's work or on photos, and anything that sounds urgent gets your aftercare number.

Does it record calls?

No. Calls aren't recorded. Each call appears in your inbox as a conversation, but the transcript may show only the AI's side.

Can I test it before using it with clients?

Yes. The 7-day trial needs a card. You test the assistant in the browser during the trial; a phone number can be added once the trial ends.

Getting started

Start by writing three things into the knowledge base: your consultation rule, your no-medical-advice rule and your urgent-care wording. Then add your price list and FAQs, and test it hard with clinical questions in the browser. Once it hands over every one of them, put it on your website chat and phone. The AI receptionist for small business overview covers the rest, and the 7-day trial lets you try it with your own clinic's details.