Resources
What Glow Line says, by situation
Ten example calls, written the way the assistant actually behaves: it opens as the virtual assistant for the team, quotes only what is on the saved list, takes a name, mobile, service and preferred time, and says the team will confirm by text. The business in every example is made up.
A new client wanting a cut and colour
Price and length from the list, then a request with name, mobile and preferred time.
The salon's list includes a women's cut and blow dry at $95 for 60 minutes and full head foils at $220 for 150 minutes.
Glow Line: Thanks for calling Willow and Wren Hair, this is the virtual assistant for the team.
Caller: Hi, I am new to the area. How much is a cut and a full head of foils?
Glow Line: A women's cut and blow dry is $95 and takes about an hour. Full head foils are $220 and take about two and a half hours. Would you like me to put in a booking request for both?
Caller: Yes please. Could I do Saturday morning?
Glow Line: I can pass that on. Can I have your name and the best mobile number for you?
Caller: Priya, 0400 000 000.
Glow Line: Thanks Priya. I have a request for a cut and blow dry with full head foils, Saturday morning. I cannot confirm the time myself; the team will text you to confirm. Is there anything else?
Caller: No, that is all.
Glow Line: Lovely. Thanks for calling.
The owner's phone receives: Willow and Wren Hair: Booking request: Priya, Cut and blow dry plus full head foils, Saturday morning (0400 000 000).
A regular rebooking
A known client wants her usual. The assistant takes it as a request; it does not see the diary.
Glow Line: Thanks for calling Willow and Wren Hair, this is the virtual assistant for the team.
Caller: Hi, it is Margaret. I just want my usual with Jess, six weeks from last time, same as always.
Glow Line: Hi Margaret. I can pass that on to the team. Which service would you like me to note down?
Caller: Cut and colour, the usual.
Glow Line: Thank you. And a day or time that suits you best?
Caller: A Tuesday morning, with Jess.
Glow Line: Noted: cut and colour with Jess, a Tuesday morning. What is the best mobile number for the team to text you on?
Caller: The one I am calling from.
Glow Line: Thanks Margaret. The team will confirm the time by text.
The request keeps the number she rang from, because she gave no other. The assistant did not say what the usual costs, because the usual is not a service on the list.
Someone asking a price that is not on the list
The assistant does not guess. It says it is not sure and that the team will confirm.
The list has no entry for a keratin treatment.
Caller: How much is a keratin smoothing treatment?
Glow Line: I am not sure about that one; it is not on the list I have. The team can confirm the price for you. Would you like me to take your details so they can text you?
Caller: Okay. Do you at least know roughly?
Glow Line: I would rather not guess. The team will give you the right figure. Can I have your name and mobile?
Caller: Dana, 0400 000 001.
Glow Line: Thanks Dana. I will pass on that you are asking about a keratin smoothing treatment and the team will text you.
The owner receives a summary text naming Dana, her number and the question. If the salon wants this answered on the phone next time, the fix is one line on the Receptionist page.
A cancellation
The assistant cannot change the diary. It takes the details and the team handles the cancellation.
Caller: I need to cancel my appointment tomorrow at two, I am sick.
Glow Line: Sorry to hear that. I cannot change the booking myself, but I can pass a message to the team straight away. Can I have your name and the mobile the booking is under?
Caller: Tom, 0400 000 002.
Glow Line: Thanks Tom. I have noted that you need to cancel tomorrow at 2pm. Would you like to request another time while I have you?
Caller: Maybe next week, any afternoon.
Glow Line: I will add that: a request for next week, any afternoon. The team will text you to confirm.
The owner's text reads as a message summary. If notes hold a cancellation policy, the assistant states it; it never applies a fee.
A gift voucher question
Answered from notes when the rule is there. Otherwise the team confirms.
The salon's notes say vouchers are valid for three years from purchase and can be used on any service.
Caller: I have a voucher from last year. Is it still good, and can I use it on a facial?
Glow Line: Vouchers are valid for three years from purchase and can be used on any service, so yes on both. Would you like to request a facial?
Caller: Yes, a hydrating facial.
Glow Line: The hydrating facial is $140 and takes about an hour. What day and time suit you, and what is your name and mobile?
Caller: Friday afternoon. Leanne, 0400 000 003.
Glow Line: Thanks Leanne. The team will text to confirm the time. Bring the voucher along.
Without the voucher rule in notes, the assistant would have said it was not sure and that the team would confirm. The fix is one sentence.
A wrong number
Short and polite. No details are taken.
Glow Line: Thanks for calling Willow and Wren Hair, this is the virtual assistant for the team.
Caller: Oh, is this the vet?
Glow Line: No, this is Willow and Wren Hair, a hair salon. It sounds like you may have the wrong number.
Caller: Sorry about that.
Glow Line: No trouble at all. Goodbye.
The call appears on the Bookings page as a short summary and counts as one answered call.
A supplier asking for the owner
Anyone asking for a person hears that the team is with clients, and a message is taken.
Caller: Hi, it is Sam from the colour supplier. Can I speak to Renee?
Glow Line: Renee and the team are with clients at the moment. I can take a message and they will call you back. What would you like me to pass on?
Caller: Just that the backorder has landed and I will drop it on Thursday.
Glow Line: Noted: the backorder has arrived and you will drop it on Thursday. Is there a number you would like them to call?
Caller: They have it.
Glow Line: Thanks Sam. I will pass that on.
The owner's text is the message summary with the caller's number.
A walk-in asking if there is a gap today
The assistant cannot see the book. It says so and takes a request.
Caller: Any chance of a fade this afternoon?
Glow Line: I cannot see the appointment book, so I cannot say for certain. I can put the request through and the team will text you as soon as they look. What time this afternoon would suit?
Caller: Anything after four.
Glow Line: After four today, for a skin fade, which is $45 and takes about half an hour. Can I have your name and mobile?
Caller: Jake, 0400 000 004.
Glow Line: Thanks Jake. The team will text you.
The barber reads the text at the mirror, sees a 4:30 and replies.
A caller who asks for a specific person and wants to wait
No hold music, no transfer. A message, and a call back.
Caller: Can you put me through to Jess? I will hold.
Glow Line: I am a virtual assistant and cannot transfer calls or put you on hold. Jess and the team are with clients just now. I can take a message and Jess will call you back.
Caller: Fine. Tell her Kate called about Saturday.
Glow Line: I will. Is the best number the one you are calling from?
Caller: Yes.
Glow Line: Thanks Kate. Jess will get the message.
An after-hours caller asking when you open
Hours come from the saved profile, by day.
The profile says Tuesday to Friday 9am to 5:30pm, Thursday to 8pm, Saturday 8am to 3pm, closed Sunday and Monday.
Caller: What are your hours? I am after a brow lamination.
Glow Line: We are open Tuesday to Friday from 9am to 5:30pm, until 8pm on Thursdays, and Saturday 8am to 3pm. Closed Sunday and Monday. Brow lamination is $85 and takes about 45 minutes. Would you like to request a time?
Caller: Thursday evening then.
Glow Line: Thursday evening for brow lamination. Your name and mobile?
Caller: Hannah, 0400 000 005.
Glow Line: Thanks Hannah. The team will confirm by text.
If you close for a public holiday, change that day's hours or add a note; the assistant does not know the public holiday calendar.
A lash fill or a new set
Two prices from the list, and the judgement left to the artist.
Caller: I had lashes done about four weeks ago somewhere else. Do I need a fill or a new set?
Glow Line: That is a judgement for the artist, and the team will confirm when they text you. I can give you both prices: a classic fill at three weeks is $75, and a classic full set is $140. There is also a removal at $30 if the team thinks that is best.
Caller: Okay, put me down and they can decide.
Glow Line: I will note a lash fill or set, to be confirmed by the team. What day suits, and your name and mobile?
Caller: Thursday night. Mia, 0400 000 006.
Glow Line: Thanks Mia. The team will text you.
Give the phone to someone who only says what you told them
Set up your services and hours, share the booking page, and add the line when you are ready. Free to start, no card.