Book the right clients. Skip the repeat questions.

Help a prospect compare offers

Give each package its own page with audience, format, session length, cadence, support between sessions, total price, and what is excluded. “Six 50-minute sessions over three months, with email check-ins on weekdays” is more useful than a label such as “Premium coaching.” State whether prices include tax and whether payment is due upfront, if that is part of the actual offer.

Quick replies can separate “Compare programs,” “Ask about fit,” and “Request a discovery call.” Lead capture can collect a name, email, preferred topic, and callback window so the coach can respond without asking the visitor to disclose sensitive details first.

Explain discovery calls and packages accurately

If a discovery call is free and introductory, say what it covers and how long it lasts. If it is a paid consultation, state the fee and cancellation terms. On Starter and Pro, a booking link can open the coach’s scheduling service; a request form can collect preferred times. Neither makes a confirmed calendar booking inside MivoChat.

For packages, spell out the number of sessions, expiry period, rescheduling window, between-session contact, and how unused sessions are treated. A visitor asking for a refund should receive the published policy and a route to the coach, who can review the purchase circumstances.

Keep promises and personal disclosures bounded

Do not promise a promotion, income, recovery, or other specific result. Use the published program description and invite the person to discuss fit directly. If a question describes a crisis, mental-health need, or other matter outside the coach’s role, show the coach’s approved referral or emergency route rather than attempting an assessment.

Set an away message with the next time the coach expects to respond. A collected enquiry is not a promise of immediate support, and visitors should not be led to treat the chat as an urgent-care channel.

Learn which offer details need clarification

Insights can surface recurring questions such as “Is this one-to-one?” or “Can I pause the package?” Use those questions to improve the program page and refund terms. Ratings can show whether visitors found the answer helpful, while the conversation itself can be handed to the coach for a nuanced fit question.

Keep the source material aligned with the current cohort dates and prices. Archive old launch offers so a visitor cannot receive last season’s package terms.

An independent coach can decide in advance which enquiry fields are genuinely useful, such as the program of interest and a preferred callback window, and leave personal history for a private conversation. State clearly whether the discovery call is complimentary, paid, or only available to prospective clients. When a visitor asks to pause, transfer, or refund a package, show the published terms and pass the request to the coach. This creates a clear commercial next step without treating an automated answer as a personal assessment or contract decision.

Example conversation: Bright Path Coaching (fictional)

Visitor: “Is the six-session package the same as the group course?” Chat: “No. The six-session package is one-to-one, over three months, with weekday email support. The group course runs as a cohort on June 8 to July 27. Both are on the programs page. Would you like to request a call to see which one fits?”

Visitor: “Will this get me a promotion in six months?” Chat: “I can’t promise a specific result. The program page describes what each session covers. A discovery call is the right place to talk through your goals and whether the program fits.”

What to hand off to the coach

These need a conversation or a decision from the coach:

• Refund requests beyond the published policy.
• Pausing, transferring, or extending a package.
• Custom pricing, payment plans, or group discounts.
• Disclosures about crisis, mental health, or medical needs: show the coach’s approved referral route instead of assessing them.
• Questions about whether a program suits a specific situation.

Sample knowledge pages to write first

Prospects compare offers before they book a call, so the program comparison comes first.

• Program comparison: audience, format, session length, and total price.
• Package terms: sessions, expiry, rescheduling, and between-session contact.
• Discovery call: whether it is free or paid, how long it lasts, and what it covers.
• Refund and cancellation policy in plain language.