AI Customer Service for Beauty Salons in 2026: What to Automate on LINE and Instagram, Plus 15 Message Templates

What seven kinds of messages does a beauty studio get every day?

Sort the messages first, and you will see which ones can be handed off. These seven types are the most common in salon DMs. The quoted lines are illustrative examples.

• Price questions: "How much is a single-⁠colour gel set?" "How do you charge for a root touch-⁠up?"
• Availability: "Any slots this Saturday afternoon?"
• Style reference photos: the client sends a picture and asks "Can you do this? How much?"
• Deposit and payment: "How do I pay the deposit?" "I've transferred it, please check."
• Rescheduling and cancelling: "Something came up, can I move to next week?"
• Aftercare: "How long before my lash extensions can get wet?" "How many days after colouring can I wash my hair?"
• Dissatisfaction and complaints: "One lash is sticking up when I got home." "The colour isn't what I asked for."

The answers to the first few are nearly the same every day. Every message in the last few is different. That line is where the work divides.

Which messages can be automated, and which must go to the artist?

FRIDAI Editorial uses one test: if the answer can be written down and is the same for every client, automate it. If answering requires looking at a photo, a person or the situation in the chair, the auto-⁠reply only takes the message and says how long the wait will be.

"Partly" means the AI can explain the rules and collect the details, but the final "yes, that slot is yours" or "deposit received" needs a reliable basis. Agreeing without one is writing a cheque you may not be able to cash.

Reference photos deserve one more warning. A client sending a photo and asking for a price is the easiest message to convert and the easiest to answer wrongly. For the same picture, the length, the current condition of the nails and whether removal is needed all change the price and the time. Let the AI do one job: accept the photo, ask two or three key questions, and tell the client when the artist will reply.

How should a booking inquiry flow?

The chart below is a suggested flow for booking inquiries. The point is the order: collect the details, then confirm the slot, then talk about the deposit. Reverse it and clients get tired of being questioned.

The "can the slot be confirmed" box depends on how you keep your calendar. If your schedule lives on paper or in the artist's head, the AI should not answer whether a slot is free; it should collect details and pass them to you. If you have an online booking system or booking link, let the auto-⁠reply send the client there.

How do you write shop rules and knowledge for the AI?

How well an AI answers depends mainly on what you give it. A beauty studio needs at least four documents: a price list, service durations, deposit and cancellation rules, and a list of things the AI may never promise. For the full method, see How to write AI customer service rules. This section covers only what is specific to beauty.

Price list: spell out what comes after "from"

The usual salon price format is "from NT$800", but the AI cannot tell what triggers an extra charge, and neither can the client. List each add-⁠on separately: removal, extensions, extra length, number of bleach rounds, hair-⁠length tiers. For anything without a fixed price, write "needs a photo or in-⁠person assessment; the artist quotes."

Service duration: how long each service takes

When a client asks "If I start at three, can I leave by five?", the AI needs the approximate duration of each service. Write it as a range, and state what happens when someone is late. Clear durations also reduce disputes with clients who planned their day around a guess.

Deposit and cancellation: write only the rules you will enforce

How much the deposit is, how to pay, how far ahead rescheduling is free, what happens with a late cancellation, how many minutes late means rebooking: these are your shop rules, and there is no standard answer. One piece of advice: a rule you write down is a rule you are willing to apply to every client. Clauses written only to sound strict will be repeated by the AI and remembered by the client.

What the AI must never promise

This is the most important part. Write the prohibitions as rules. Do not expect the AI to work out the boundaries by itself.

The template stays in Chinese because the AI will be answering your Taiwanese clients in Chinese. Its five blocks are: basics (shop name, services, hours, address), prices and durations (including add-⁠ons and items only the artist may quote), deposit and cancellation, cases that always go to a person, and things that must not be said.

【店家知識與規則範本】（括號內換成你的內容）

一、基本
店名：（店名）
服務項目：（美甲／美睫／美髮／保養，逐項列出）
營業時間：（時段），公休：（星期）
地址與交通：（地址、停車、最近的捷運站）

二、價目與時長
（項目）｜（價格）｜（大約時長）
加價項目：（卸甲、延甲、加長、漂髮等，逐項列價）
需看圖或現場評估的項目：（列出），一律由設計師報價

三、訂金與取消
訂金：（金額或比例），付款方式：（方式），期限：（幾小時內）
免費改期：預約時間（幾）小時前
臨時取消或未到：（你的處理方式）
遲到：超過（幾）分鐘（你的處理方式）

四、一定轉真人
客人傳參考圖問價、提到紅腫癢痛或過敏、表達不滿或要求退費、
詢問價目表上沒有的項目、要求指定設計師的特殊時段

五、不可以說
不保證效果、持久天數或適合與否
不說治療、改善、修復等療效字眼
不評論其他店家
不自行給折扣、不自行同意退費
不替客人判斷皮膚、頭皮或指甲的健康狀況，只建議諮詢醫師

The last block says, in order: do not guarantee results, how many days something lasts or whether it will suit the client; do not use treatment words such as cure, improve or repair; do not comment on other shops; do not give discounts or agree to refunds on your own; do not judge the health of a client's skin, scalp or nails, only suggest seeing a doctor.

Why "do not guarantee how many days it lasts"? Because durability depends on the client's daily habits. Once the AI says "it will hold for four weeks", a set that lifts in week three becomes your complaint.

15 copy-⁠ready reply templates for beauty studios

Replace the brackets with your own details. Every template contains three things: an answer, a next step and a way to reach a person. You can paste them into LINE auto-⁠response messages or use them as example replies for an AI. The templates stay in Chinese because your clients will read them; each has a one-⁠line English gloss. For LINE keyword setup, see LINE auto-⁠reply setup and examples; for an all-⁠industry set, see Customer service reply templates.

First message

Gloss: greets the client, asks for service, preferred date and time, and headcount, and says when the artist will answer personally.

你好，這裡是（店名）。
想預約的話，請告訴我三件事：想做的項目、希望的日期與時段、幾位。
想先看價目，輸入「價目表」。
設計師服務中無法即時回覆，需要本人回答的問題會在（時間）前回你。

Price question

Gloss: lists prices and add-⁠ons, and invites a reference photo for an exact quote.

（店名）價目
（項目一）（價格）
（項目二）（價格）
加價項目：（卸甲／延甲／加長）（價格）
實際金額會依款式與現場狀況調整，想要準確報價可以直接傳參考圖給我們。

Client sends a reference photo

Gloss: confirms the photo, asks whether anything needs removing and the wanted length, and gives the time by which the artist will quote.

收到你的參考圖了，謝謝！
為了讓設計師報價更準，想再請問：
1. 目前（指甲／睫毛／頭髮）上有沒有需要卸除的東西？
2. 希望的長度或大概範圍？
設計師會在（時間）前親自回你價格與所需時間。

Collecting booking details

Gloss: asks for the remaining details (service, date and time, headcount, preferred artist).

好的，幫你記下來。請再補充：
項目：（客人已說的項目）
希望日期與時段：
人數：
有沒有指定設計師：
收齊後我們會回覆可以的時段。

Asking about availability

Gloss: does not promise the slot; logs the request, gives a reply time and asks for a second choice.

謝謝詢問（日期）的時段。
時段需要由設計師確認，我先幫你登記，（時間）前回覆你。
如果你有第二個可以的時段，也可以一起告訴我，會比較快排到。

Deposit explanation

Gloss: states the deposit, that it is deducted from the bill, how and by when to pay, and the free-⁠rescheduling rule.

預約需先付訂金（金額），會全額折抵當天消費。
付款方式：（方式）
請在（幾）小時內完成，並回傳（末五碼／截圖），逾時時段會釋出。
改期與取消規則：預約時間（幾）小時前可免費改期一次。

Deposit confirmation

Send this one only after a person has confirmed the money arrived. Do not let an auto-⁠reply fire when the client says "I've transferred it."

Gloss: confirms the deposit and the booking details (time, service, artist, address).

已收到你的訂金（金額），預約成立。
時間：（日期）（時段）
項目：（項目）
設計師：（名字）
地址：（地址）
需要改期請在（幾）小時前告訴我們。

Rescheduling

Gloss: explains the free-⁠rescheduling window, asks for a new date, and says the artist handles requests past the deadline.

沒問題，我們可以幫你改期。
依店內規則，預約時間（幾）小時前可以免費改期。
請告訴我你方便的新日期與時段，確認後回覆你。
若已超過改期期限，會由設計師本人跟你說明處理方式。

Cancellation

Gloss: restates the shop's deposit rule for early and late cancellation and says the artist will confirm.

收到你的取消需求。
依店內規則：（幾）小時前取消，訂金（處理方式）；逾期取消，訂金（處理方式）。
我會請設計師確認後回覆你，謝謝你提前告知。

Running late

Gloss: acknowledges, reminds the client of the lateness rule and notifies the artist.

收到，路上小心。
提醒你：遲到超過（幾）分鐘，可能需要（縮短項目／改約），以免影響下一位客人。
我先通知設計師，有調整會馬上告訴你。

Pre-⁠visit reminder

Gloss: reminds the client of tomorrow's booking, the address and what to avoid beforehand.

（稱呼）你好，提醒你明天（時段）在（店名）有預約。
項目：（項目）
地址：（地址）
行前請注意：（例如不要自行卸甲、當天不要刷睫毛膏）
需要改期請今天（時間）前告訴我們。

Aftercare

Have the artist fill in the notes for the products and techniques you actually use. Do not reuse another shop's version.

Gloss: thanks the client, lists three aftercare notes and asks for a photo if anything seems wrong.

謝謝你今天來（店名）！
回家後請注意：
1.（注意事項一）
2.（注意事項二）
3.（注意事項三）
（幾）天內有任何狀況，請直接拍照傳給我們，設計師會親自看。

Discomfort or allergic reaction

Gloss: apologises, asks the client to stop using the product and send a photo, says the artist will call, and advises seeing a doctor if symptoms worsen.

謝謝你告訴我們，很抱歉讓你不舒服。
請先（停止使用相關產品／不要抓揉），並拍一張目前狀況的照片傳給我們。
我已經通知設計師，會在（時間）內親自跟你聯絡。
如果紅腫、疼痛或癢的情況加重，請儘快就醫，由醫師判斷。

Dissatisfaction and complaints

Gloss: apologises, asks for photos and what went wrong, and promises a personal reply from the artist by a stated time.

很抱歉這次的結果沒有達到你的期待。
方便的話請傳照片，並告訴我是哪個部分不滿意。
這則訊息我已經轉給設計師本人，（時間）前會親自回覆你處理方式。

Outside business hours

Gloss: states the hours and invites the client to leave the service and preferred date.

謝謝你的訊息，現在是非營業時間。
營業時間：（時段），公休：（星期）
你可以先留下想做的項目與希望的日期，開店後會依序回覆。
想先看價目，輸入「價目表」。

When you finish, send each of the 15 to yourself as if you were the client. A wrong answer delivered instantly just offends clients more efficiently.

LINE or Instagram as the main channel?

A common setup for Taiwanese beauty studios is Instagram for the portfolio and LINE for bookings. When DMs arrive on both, decide which side is "where a booking becomes final" and let the other side only send people there.

Facts FRIDAI Editorial confirmed on official pages today:

• LINE's official manual says an auto-⁠response message is sent automatically when a user types a specific keyword. Matching ignores letter case and full-⁠width versus half-⁠width, the limit on registered keywords is 51, emoji cannot be keywords, and a sending period can be set by date or time.
• LINE's official FAQ lists the light-⁠usage plan (輕用量方案) as free per month with 200 free messages, and notes that plan prices change from 1 November 2026. See LINE's official announcement for details.
• Meta's developer policy page says a business has up to 24 hours to respond to a user, and that the Human Agent tag lets a person reply manually within a 7-⁠day period. These are the rules for tools connected through the API; the permissions you actually get depend on Meta and the tool you use.

Our suggestions:

• Most clients find you on Instagram: let Instagram DMs handle reference photos and style discussion, then ask the client to add your LINE to finish the deposit and reminders.
• Mostly regulars: make LINE the main channel, with a rich menu (the button panel at the bottom of a LINE chat) offering "Book", "Price list" and "Reschedule". For button layouts, see How to plan a LINE rich menu.
• Heavy volume on both: write the rules and price list once and use the same wording on both sides. The worst case is Instagram saying rescheduling is free while LINE says the deposit is forfeited.

If you offer medical-⁠aesthetic procedures, advertising and claims are regulated

Please read this part carefully. FRIDAI Editorial is not a lawyer. What follows quotes only the text published in Taiwan's Laws and Regulations Database; whether something is a violation is decided by the health authority, and if in doubt you should ask your local health bureau.

Medical Care Act: only medical institutions may run medical advertising

According to the Medical Care Act (醫療法) as published in the Laws and Regulations Database:

• Article 9 defines medical advertising as using media or other methods to publicise medical services in order to attract patients.
• Article 84 states that those who are not medical institutions or physicians may not run medical advertising.
• Article 85 limits what medical advertising may contain to items such as the institution's name, licence number, address and phone, physician details, and departments and consultation hours.
• Article 86 lists prohibited methods, including advertising under another's name, publicity through public question-⁠and-⁠answer, and publicity disguised as interviews or reports.
• Article 87 states that advertising whose content implies or alludes to medical services is deemed medical advertising.
• Articles 103 and 104 set fines of NT$50,000 to NT$250,000 for violating these provisions.

For beauty studios this means two things. If you are an ordinary nail, lash, hair or skincare studio, you are not a medical institution, so posts and DM replies should not contain treatment or efficacy wording that implies medical services. If your shop works with a clinic or offers medical-⁠aesthetic procedures, the promotion of those procedures is restricted by Articles 85 and 86, which makes it even less suitable for an AI to improvise.

Cosmetics: no exaggeration and no medical-⁠efficacy claims

If you recommend skincare or home-⁠care products in DMs, Article 10 of the Cosmetic Hygiene and Safety Act (化粧品衛生安全管理法) states that the labelling, promotion and advertising of cosmetics may not be false or exaggerated, and that cosmetics may not be labelled, promoted or advertised as having medical efficacy. Article 20 of the same act sets fines, and the fine for medical-⁠efficacy claims is markedly higher.

What this means for AI customer service

• Put "do not use treatment words such as cure, improve or repair" in the rules, and list the phrases your own shop is most likely to slip into.
• Route every inquiry about medical-⁠aesthetic procedures to a person who is qualified to answer.
• When a client asks "Will this cure it?", the standard reply is "That needs to be assessed by a doctor", not a softer way of making an efficacy claim.

Five common pitfalls when a salon adopts auto-⁠replies

• Letting the AI answer availability when the calendar is really in the artist's phone. The result is double bookings.
• A price list that only says "from", so clients learn about extras in the chair. That is a price-⁠list problem, not an AI problem.
• Leaving deposit confirmation to an auto-⁠reply. "I've transferred it" does not mean the money has arrived.
• Copying another shop's aftercare notes. Different products and techniques mean different instructions.
• Answering complaints with canned messages. An unhappy client who gets a second template reply usually goes off to write a review.

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