AI chatbot for coaches: answer program questions clearly

Step 1: document each package

For each offer list intended audience, format, session length and cadence, included support, fee, exclusions, and any cohort dates. Add a separate page for rescheduling, pauses, expiry, cancellation, unused sessions, and refunds.

Sample knowledge pages: “Choose between group and one-to-one coaching”; “What happens on a discovery call”; “Package rescheduling and refund terms.” Use current offer language, not old launch copy.

Step 2: choose discovery-call capture

On Starter and Pro, link a booking button to the current scheduling page or collect preferred times, email, and a broad conversation topic with a request form. MivoChat can collect those details, but it does not sync a calendar or confirm a meeting.

Quick replies can distinguish “Compare programs,” “Discovery call,” “Package terms,” and “Talk to the coach.” Avoid asking visitors to disclose sensitive personal information before a human conversation.

Step 3: agree on limits and response time

Do not promise a promotion, income, recovery, or other specific result. Route personal-fit questions to the coach. If a visitor describes a crisis or a need outside the coach's role, show an approved referral or emergency resource rather than presenting chat as immediate support.

Set an away message that explains when the coach expects to reply and that a submitted request is not a confirmed appointment or urgent-support promise.

Step 4: rehearse package and refund questions

Visitor: “What is included in your six-session package?” Chat: “It includes six 50-minute sessions over three months and weekday email check-ins. See the program page for current fees and rescheduling terms; request a discovery call to discuss fit.” Replace example details with the actual offer.

Visitor: “Can I get a refund if I stop early?” Chat: “The refund terms are on our package policy page. I can pass your question to the coach to review your purchase.” The coach applies the policy to the individual case.

Step 5: review before every cohort

Test a package comparison, discovery-call request, refund question, and request for a guaranteed result. Confirm that published details are current and that personal or outcome questions reach the coach without a promise.

Use Insights and ratings to find unclear terms, then update the offer pages before dates or fees change. Archive older cohort information so visitors do not receive outdated details.

Set a response routine the coach can keep during delivery weeks: review new requests at a stated time, record whether the person asked about a group or individual offer, and reply through the business contact channel. Keep notes from a discovery call in the coach’s normal private record system rather than a public source. If the refund policy or program terms change, update the page and have the coach approve the new wording before sending visitors to it.

Before opening enrollment, ask someone unfamiliar with the offer to compare the program page and the chat reply. Check that the number of sessions, support between calls, total fee, and cancellation terms match. If the coach offers a scholarship or exception, route the request for review rather than suggesting it is approved. This keeps general answers useful while leaving contract decisions and personal context with the person responsible for the coaching relationship.

Frequently asked questions