How to write a treatment FAQ your front desk (or AI) can answer from

Most of the messages a clinic gets ask the same questions, week after week. Write the answers down once, and everyone who replies, including an AI assistant, gives the same correct answer.

This guide covers which questions to include, how to write answers that work in a DM, and how to keep them up to date.

Why write it down

• Every client gets the same answer. The price and the policy don't change depending on who's on the desk.
• New staff are useful sooner. They can answer enquiries on day one without guessing.
• Replies are quicker. Nobody has to look up the price of a course or the deposit policy mid-conversation.
• You can check it. When the wording for a prescription-only treatment matters, it's in one place where you can get it right.

Start from real messages

Don't start from a blank page. Scroll back through a month of Instagram, WhatsApp and Messenger messages and note every question a client asked. Group the ones that mean the same thing (“how much is it?”, “what's the price for…”, “cost?”) and write one answer for each group.

For most clinics, the questions fall into a few groups:

How to write an answer that works in a DM

1. Write the question the way clients ask it. “How much is lip filler?”, not “Dermal filler pricing”.
2. Answer in the first sentence. The price, the time, the yes or no. Then the detail.
3. Use real figures. “From £180 for 0.5ml” beats “prices vary”. If it does vary, say what it depends on.
4. Say what's included. A consultation, a review appointment, a patch test: whatever is true for you.
5. End with the next step. Usually a consultation, and how to book it.
6. Keep it short. Three or four sentences read well on a phone. If it needs more, it's probably two questions.
7. Write it in your clinic's voice. The way you'd say it to a client at the desk.

The prices above are examples. Use your own.

Write down the answers that need a practitioner, too

Some questions shouldn't be answered in a DM at all: whether a treatment is suitable, questions about medication or pregnancy, and anything about a reaction after treatment. They still belong in your FAQ, because the reply should be the same every time. The answer is where the question goes, not a clinical opinion:

That's something our practitioner will go through with you at your consultation, before any treatment. I'll pass your message to the team so they can help.

For reactions after treatment, the answer is your aftercare contact and to call 999 in an emergency. Our guide on where the line is for AI replies covers which questions these are.

For prescription-only treatments such as anti-wrinkle injections, keep the answer factual and focused on the consultation, with no offers. Our guide to replying to price DMs explains why.

Keep it current

• Give it an owner. One person updates it, so it doesn't drift.
• Update it when anything changes. A new price, a new treatment, a new practitioner, a new cancellation policy.
• Keep one copy. If the price is in the FAQ, on the website and in a notes app, sooner or later one of them is wrong.
• Add questions as they come in. When a client asks something the FAQ doesn't cover, write the answer down once you've replied.

A starter list

If you only write a few to begin with, start with these:

• How much is each of your most-asked-about treatments, and what's included?
• Is there a consultation, does it cost anything, and is it taken off the treatment price?
• How do I book, and is there a deposit?
• What's your cancellation and rescheduling policy?
• How long does each treatment take, and is there downtime?
• Who carries out the treatments?
• Where are you, and is there parking?
• Do you offer finance or courses?
• Is this treatment suitable for me? (Answer: the practitioner checks at the consultation.)

Using your FAQ with Aira

Aira answers from the FAQs you add on its Teach Aira page, on Instagram, WhatsApp and Messenger. You can type a question into its “Try it” panel and see the reply Aira would send. When a client asks something your FAQs don't cover, Aira tells them it'll check with the team, and the question appears under “Questions Aira couldn't answer” in Analytics, with a button to add the answer to your FAQs.