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Show what a price includes

Avoid one unexplained number for a service whose price changes with hair length, density, colour history, or stylist level. Publish a starting range by length or service tier, say what is included, and state when a consultation is needed. For example: “Balayage starts at $140 for short hair; medium and long hair are quoted after a consultation. Toner is listed separately.” Use the salon’s real figures and currency, not an estimate generated in chat.

On Starter and Pro, MivoChat can collect a quote request with fields such as service, hair length, and preferred contact method. The stylist should review the details and return a confirmed quote; the form does not calculate a service total.

Set booking expectations without guessing

Link the booking button to the salon’s live booking provider. On Starter and Pro, if you use a request form instead, describe it as a request and have staff confirm the slot after checking the calendar. Quick replies like “View the service menu,” “Request a consultation,” and “Read our cancellation policy” help visitors move to the right place without implying availability.

Put the cancellation window, late-arrival rule, and any deposit terms on a page that staff can keep current. If a fee depends on how late a client cancels or whether the slot can be refilled, explain the policy plainly and let a person handle exceptions.

Treat patch tests and reactions as a person-to-person issue

List which services require a patch test, how far in advance it must happen, and how the client can arrange it. Do not tell someone that a treatment is safe for them based on a chat description. Questions about a previous reaction, allergy, irritation, or correction should go directly to a trained salon team member.

Away mode can set expectations when everyone is with clients: tell visitors when the salon reopens and whether routine requests will be answered then. Include a phone route for time-sensitive changes only if the salon can monitor it.

Turn repeated questions into useful service pages

Use Insights and visitor ratings to spot missing detail: a cluster of questions about long-hair pricing may mean the menu needs a length guide; repeated cancellation questions may mean the policy is hard to find. Update the source page and test the answer again.

Keep gallery inspiration and service descriptions separate from promises. A photo is not a guarantee of an identical result, and chat should not replace a stylist consultation about colour history or suitability.

For a small salon, name the person who can approve a final colour quote and the backup who watches requests when that stylist is away. Check the booking link after service-menu changes, since a renamed treatment may no longer match the scheduler. If a visitor mentions an adverse reaction or a correction, do not leave them with a price range alone; collect the minimum contact detail needed and have a trained person reply. Use the salon's own cancellation language so customers can see whether a fee applies before they submit a request.

Example conversation: Lark and Oak Salon (fictional)

Visitor: “Can I get a fringe trim before my wedding next Saturday?” Chat: “The service menu lists a fringe trim at $25 and 15 minutes. I can’t confirm Saturday availability here. Please use the booking link for live times, or send a preferred time and the team will confirm.”

Visitor: “I had a reaction to a dye last time.” Chat: “I’m sorry to hear that. Please don’t book a colour service yet. I’m passing this to our team, who will contact you about a consultation and patch test. If you have symptoms now, contact a doctor or emergency service.”

What to hand off to staff

These need a trained person who can see the client's history:

• Allergies, reactions, scalp or skin irritation, and patch-test questions beyond the published process.
• Corrections to colour or work done at another salon.
• Bridal, group, or multi-service bookings that need a planned timeline.
• Refunds, deposit disputes, or exceptions to the cancellation policy.
• Requests for a particular stylist’s availability.

Sample knowledge pages to write first

Start with the pages that answer price and policy questions, since those generate most of the early conversations.

• Service menu with duration, starting price, and what is included.
• Patch-test rules: which services need one and how far ahead to book.
• Cancellation and late-arrival policy in plain language.
• Gift vouchers and how they are redeemed.