Staff View Guide

The staff view provides front-desk team members, clinic managers, and providers with a focused dashboard for managing daily tasks, responding to escalations, and maximizing booking efficiency.

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Accessing Your Staff Dashboard

When you log in as a staff member, you’ll see Today’s Dashboard — a streamlined view of your personal performance and action items.

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Your Daily Metrics

The staff dashboard shows four key metrics:

• Your Bookings Today - Appointments you’re responsible for handling
• Conversion Rate - Percentage of inquiries you convert to bookings
• Pending Follow-ups - Number of clients waiting for your response
• AI Suggestions - Recommended actions generated by the AI

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Today’s Tasks

Your task list shows priority items requiring your attention:

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Task Priority Levels

• Urgent (red dot) - Immediate action needed
  • Example: “Follow up with Sarah M. — interested in Body Contouring”
• Pending (yellow dot) - Action needed today
  • Example: “Confirm 3 PM Botox appointment with James R.”
• AI Handled (blue dot) - AI suggestions for you to review
  • Example: “Review AI-generated treatment recommendations”

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Common Task Types

Client Follow-ups

• Reach out to clients who expressed interest in specific treatments
• AI identifies high-intent clients based on conversation analysis
• Typically includes client name and service of interest

Appointment Confirmations

• Confirm bookings that require human touch
• Usually for high-value services ($850+)
• Called out when client has history of no-shows

Waitlist Management

• Contact clients when slots open up
• AI automatically notifies you of cancellations
• Priority goes to high-CLV (customer lifetime value) clients

Package Pricing Inquiries

• Return calls to clients asking about multi-session packages
• AI provides conversation context and pricing discussed
• Opportunity to upsell and lock in future revenue

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Understanding AI Escalations

The AI handles most routine inquiries but escalates to you when:

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Escalation Triggers

Negative Sentiment Detected

• Client expresses dissatisfaction or frustration
• Example: “I had filler done three days ago and I am not happy with the results”
• Action: Personal attention from clinic manager or provider

Medical Concerns

• Client reports adverse reactions or complications
• Example: “My eyelid is drooping after Botox yesterday”
• Action: Immediate medical director involvement

Complex Requests

• Requests outside standard hours or policies
• Example: “I can only come on Sundays”
• Action: Manager approval for special accommodation

Billing Disputes

• Payment issues or double charges
• Example: “I was charged twice for my filler appointment”
• Action: Billing department resolution

Refund Requests

• Client requesting money back for cancellations or services
• Action: Review policy and determine appropriate response

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Working with Conversation Transcripts

When the AI escalates a conversation, you receive:

• Client name and contact information
• Communication channel (voice, SMS, web chat, social media)
• Complete conversation history with timestamps
• AI’s summary of the issue
• Suggested next steps

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Best Practices for Escalations

1. Read the full context - Don’t ask clients to repeat information
2. Acknowledge the AI interaction - “I can see you already spoke with our booking assistant…”
3. Add personal touch - Use client’s name, reference their history
4. Take ownership - “I’m personally going to make sure this is resolved”
5. Set expectations - Give specific timelines for resolution

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Recent Activity Feed

Your activity feed shows real-time updates relevant to your location:

• Bookings completed by AI
• Escalations requiring staff attention
• Appointment confirmations and cancellations
• High-value bookings ($1,200+ for Body Contouring)
• After-hours captures
• Client feedback and reviews

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What to Look For

Patterns in Escalations

• Are certain types of issues recurring?
• Is one service generating more complaints?
• Report patterns to your manager for systemic fixes

After-Hours Activity

• Check if AI is capturing bookings outside business hours
• These represent revenue you would have lost without AI

Conversion Success Stories

• Note which AI interactions led to high-value bookings
• Learn from successful conversation patterns

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Handling Different Communication Channels

The AI manages inquiries across four channels, and you may need to respond on any:

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Voice Calls

What AI Handles:

• Booking requests
• Rescheduling
• Service information
• Pricing questions
• Appointment confirmations

What Gets Escalated:

• Complaints about service quality
• Medical concerns
• Complex scheduling (outside normal hours)

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SMS Text Messages

What AI Handles:

• Appointment reminders
• Confirmation requests (“Reply YES to confirm”)
• Rebooking prompts
• No-show follow-ups
• Waitlist notifications

What Gets Escalated:

• Negative responses to reminders
• Billing questions
• Service complaints

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Web Chat

What AI Handles:

• First-time visitor questions
• Service comparisons (Botox vs. Filler)
• Pricing and availability
• Instant booking

What Gets Escalated:

• Technical questions beyond AI knowledge
• Requests for specific providers
• Insurance or financing questions

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Social Media (Instagram, Facebook, TikTok)

What AI Handles:

• DM inquiries about services
• Booking requests
• Pricing questions
• Pre/post-care instructions

What Gets Escalated:

• Negative public comments
• Detailed medical questions
• Influencer partnerships

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AI Suggestions for Performance Improvement

The AI analyzes your performance and provides personalized suggestions:

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Conversion Rate Optimization

• “Offer package deals to clients asking about multiple treatments”
• “Follow up within 2 hours on high-intent inquiries”
• “Mention limited availability to create urgency”

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Efficiency Improvements

• “Use template responses for common questions”
• “Batch similar follow-up calls together”
• “Review AI transcripts before calling back”

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Upsell Opportunities

• “Client booked Botox — suggest adding Hydrafacial”
• “Three-session package available for Laser Hair Removal”
• “VIP client due for rebooking — offer priority slots”

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Working with High-Value Clients

The system flags high-CLV (customer lifetime value) clients:

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VIP Client Indicators

• CLV over $5,000
• 10+ total visits
• Zero no-show history
• Regular rebooking pattern

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Special Handling for VIPs

• Personal callback for all inquiries (don’t leave to AI alone)
• Priority waitlist placement
• First access to new services or promotions
• Anniversary or birthday recognition

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No-Show Prevention Support

The AI’s No-Show Predictor identifies at-risk appointments:

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Risk Indicators

• Client has previous no-show history
• Booking made less than 24 hours before appointment
• Client didn’t respond to confirmation request
• New client (first visit)
• Booking made outside business hours

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Your Role in Prevention

• Make personal confirmation calls for high-risk, high-value appointments
• Text clients 1-2 hours before appointment
• Be flexible with slight delays (“Running 10 min late”)
• Understand that AI has already sent reminders — your call is the human touch

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Rebooking at Checkout

One of the most impactful things you can do is secure the next appointment:

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Rebooking Best Practices

For Injectable Clients (Botox, Filler)

• Book 3-4 months out immediately
• “Let’s get you on the calendar for a touch-up in March”
• Results wear off predictably — make it easy to maintain

For Facial Clients (Hydrafacial, Chemical Peel)

• Suggest monthly maintenance
• “Would you like the same day/time next month?”
• Consistency drives best skin results

For Laser Clients (Hair Removal)

• Book entire series upfront
• “You’ll need 6-8 sessions every 4-6 weeks”
• Package pricing incentivizes commitment

For Body Contouring

• Multi-session packages are standard
• “Most clients see best results with 3 sessions”
• Higher price point = higher commitment

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Daily Workflow Recommendations

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Morning Routine (30 minutes)

1. Review your bookings for the day
2. Check urgent tasks (red dots)
3. Make confirmation calls for high-value appointments
4. Scan recent activity for overnight escalations

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Throughout the Day

1. Respond to AI escalations within 30 minutes
2. Complete pending follow-ups during gaps between appointments
3. Handle social media escalations quickly (DM response time matters)
4. Document any systemic issues to report in team meeting

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End of Day (15 minutes)

1. Complete any remaining pending tasks
2. Review conversion rate and AI suggestions
3. Prepare tomorrow’s follow-up list
4. Celebrate wins (high conversions, great client feedback)

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Getting Help

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When You Need Support

• Technical Issues: Contact IT support through the platform
• Escalation Questions: Loop in your manager via the task system
• Client Emergencies: Follow your location’s medical emergency protocol
• AI Behavior Issues: Report through the feedback system if AI is escalating inappropriately

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Next Steps

• Learn about Analytics and Metrics to understand your performance data
• Explore the AI Analyst to ask questions about your clients
• Review the Owner View Guide to understand business priorities