Med spas · Front-desk backup
An AI receptionist that backs up your front desk, never replaces it
Your staff still take the call first. When nobody can, a GoHighLevel (GHL) voice agent answers, and AI chat handles messages. Both answer from a list of your services and send people to your own online booking, so the clinic keeps one schedule.
The job
Catching the calls and messages a busy desk misses
The front desk at a med spa does three jobs at once. While someone checks in or pays, the phone rings, a message lands and a form comes in. Calls during treatments and after close end up in voicemail, and messages wait until someone has a free minute.
This build covers those gaps without taking the phone away from your team. Staff ring first. If no one picks up, the call passes to a HighLevel voice agent, which answers questions about your services and texts the caller your online-booking link. AI chat does the same work in writing for the messages that arrive.
The voice agent and the chat agent read from one knowledge base: your services, described in your words, with no pricing. A caller and someone texting at the same moment get the same answer, and neither hears a price your team has not given us.
The trap in any backup setup is voicemail. A call forwarded to a staff phone that nobody answers can be picked up by that phone's own voicemail, and then it never reaches the AI at all. We set forwarded calls to need a keypress before they connect, so only a person can accept one and an unanswered call carries on to the voice agent.
We've built and tested this for a med spa, and its voice agent is live with real callers. The sections below show how that build is put together.
What we set up
What goes into the backup line
- Call routing that rings your staff first and passes unanswered calls to the AI voice agent
- Keypress-to-connect on forwarded calls, so a staff phone's voicemail cannot take a call meant for the AI
- A HighLevel voice agent that answers from your services knowledge base
- A text with your online-booking link, sent by the voice agent to the caller
- AI chat for incoming messages, reading from the same knowledge base
- A services knowledge base written for your clinic, with no pricing in it
- No bookings in HighLevel: the link goes straight to your EHR's online scheduler
How a setup runs
How we put the backup line in
A 1:1 with Rob
Rob asks how your phones work now: who answers, on which phones, and where a missed call ends up today. The routing is drawn from those answers.
The call path and the answers, on paper
The plan document lays out the call path step by step and holds the full knowledge base and both AI prompts, word for word. You approve it before any of it is built.
Tested the way callers meet it
We test a call staff answer, a call nobody answers, and a message asking about a service. The QA report shows each path with screenshots, including the booking-link text arriving.
Changes after launch
A new treatment, a different answer, a change to who rings first? You get a verdict before we touch it: a fix inside the agreed scope, or new scope.
What you bring
What we need from the clinic
Your treatment list
Each treatment described the way your team explains it at the desk. We turn it into the knowledge base, and you approve every line.
Your online-booking link
The link from your EHR's online scheduler. Every AI conversation ends with it.
How the phones ring today
Who picks up, on what phones, and what happens now when nobody does. We build the routing around it.
Prices, only if you want them said
Leave them out and the AI has none to give.
Where it stops
The AI never answers before your staff have had the chance, never books inside HighLevel, and never quotes a price. Clinical records stay in your EHR, and no patient health data enters HighLevel.
Services used
Set up alongside the backup line
The voice agent's booking-link text is sent from the clinic's registered number.
A2P 10DLC registration
Brand and campaign registration filed from your IRS EIN letter, and rejected campaigns fixed at the field the rejection code names.
See A2P 10DLC registrationHighLevel Voice AI agents
Inbound and outbound voice agents on HighLevel's own builder, with transfers, booking and the consent rules outbound calling needs.
See Voice AI agentsQuestions
Questions about AI on your phones
Will the AI pick up before my staff can?
Why do forwarded calls need a keypress?
Can the AI book appointments itself?
What will the AI say about a treatment?
Can the AI see patient records?
Is this running with real callers?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryMap your missed-call path with Rob
Tell Rob how your phones ring today. On the call he sketches where an unanswered call should go and what the AI should say when it gets there.