AI Customer Service for Gyms and Fitness Studios in 2026: What to Automate on LINE, Plus 12 Message Templates

What ten kinds of messages does a gym get every day?

Sort the messages first, and you will see which ones can be handed off. The quoted lines are illustrative examples.

• Trial class booking: "I'd like a trial class. Any slots this week?"
• Prices and plans: "How much is a one-⁠on-⁠one session?" "How does the monthly fee work?"
• Class schedule: "Is there yoga on Wednesday evening?"
• Coach background: "Do you have female coaches?" "What certifications does the coach hold?"
• What to bring: "Do I bring my own mat? Are there showers?"
• Membership freeze, transfer and termination: "I'll be abroad for three months, can I freeze?" "I want to cancel. How much do I get back?"
• Late cancellation: "Working late today, can I move the session?"
• Injuries and health conditions: "I've had spinal surgery. Can I join?"
• Result expectations: "Can I lose ten kilos in three months?"
• Complaints: "The coach was twenty minutes late." "The changing room was dirty."

The answers to the first five are about the same every day. Every message in the last five is different, and for some of them one wrong sentence turns into a refund dispute or something worse. That line is where the work divides.

Which messages can be automated, and which must go to the manager or coach?

FRIDAI Editorial uses one test: if the answer can be written down and is the same for everyone, automate it. If answering requires reading a contract, knowing someone's physical condition or seeing what happened on site, 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 session is yours" or "your membership is frozen" needs a reliable basis.

Result expectations are not in the table because they are not a type of question to answer; they are a sentence that must not be said. When someone asks how many kilos they can lose in three months, the AI may only describe the programme and the suggested frequency, and invite them to have a coach assess them in person at a trial class. No number should ever come out of an auto-⁠reply.

How should trial class and membership inquiries flow?

The point of the chart below is that health conditions, termination and complaints are split off first, and only the rest enters the booking flow. Reverse the order and the AI will be enthusiastic at exactly the wrong moment.

The "can the slot be confirmed" box depends on where the coach's calendar lives. If the schedule is in the coach's own phone, the AI should not answer whether a slot is free; it should collect details and pass them on. If you have an online booking system or sign-⁠up link, let the auto-⁠reply send people there.

How do you write rules and knowledge for the AI?

How well an AI answers depends mainly on what you give it. A fitness business needs at least four documents: plans and prices, schedule and coach profiles, leave and membership 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 fitness.

Plans and prices: spell out the conditions

With "coaching from NT$1,500 a session", the AI cannot tell when the price is not the starting price, and neither can the customer. List each package with its number of sessions, validity period, whether membership is required, and whether it is one-⁠on-⁠one or small group. For anything without a fixed price, write "the coach quotes after an assessment."

Leave and membership: write only what is in your contract

How many hours ahead a session can be cancelled, whether a late cancellation uses up a session, which documents a freeze needs: copy these from your contract. What the AI says must match the contract, so that you can stand behind it when a customer sends a screenshot. For anything the contract does not cover, the rule should say "the manager replies."

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 customers in Chinese. Its six blocks are: basics (name, hours, address, facilities), plans and prices, schedule and coaches, leave and membership, cases that always go to a person, and things that must not be said.

【健身場館知識與規則範本】（括號內換成你的內容）

一、基本
店名：（店名）
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）
設施：（淋浴間、置物櫃、毛巾、飲水機）

二、方案與價格
（方案）｜（價格）｜（堂數或期間）｜（使用期限）
體驗課：（價格、時長、每人限幾次）
需教練評估後報價的項目：（列出）

三、課表與教練
課表連結：（連結），報名方式：（方式）
（教練）｜（專長）｜（證照，只寫查得到的）

四、請假與會籍
取消或改期：上課（幾）小時前，逾時（你的合約規則）
暫停會籍與轉讓：說明需準備的文件，由（店長）受理
解約與退費：只收件，一律由（店長）依合約回覆

五、一定轉真人
提到受傷、手術、慢性病、懷孕、疼痛或正在服藥
要求解約、退費、計算可退金額
客訴、教練相關的不滿、運動中受傷
詢問方案表上沒有的項目

六、不可以說
不保證瘦幾公斤、練出什麼體態或多久見效
不給醫療、復健、用藥或營養補充品建議
不判斷客人的身體狀況能不能運動，只建議先問醫師
不報退費金額、不說可以或不可以退
不自行給折扣、贈課或延長會籍
不評論其他場館與教練

The last block says, in order: do not guarantee kilos lost, a body shape or how soon results show; do not give medical, rehabilitation, medication or supplement advice; do not judge whether someone's condition allows exercise, only suggest asking a doctor first; do not quote a refund amount or say whether a refund is possible; do not give discounts, free sessions or membership extensions on your own; do not comment on other gyms or coaches.

Why "do not quote a refund amount"? Because the calculation depends on the contract type, how much time has passed and how many sessions were used. A number the AI produces with one condition missing is the number the customer will insist on later.

12 copy-⁠ready reply templates for fitness businesses

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 customers 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 index, see Customer service message templates.

First message

Gloss: greets, offers keywords for trial class, plans and schedule, and says when a person will answer.

你好，這裡是（店名）。
想約體驗課，請輸入「體驗」；想看方案與價格，請輸入「方案」；想看課表，請輸入「課表」。
教練上課中無法即時回覆，需要本人回答的問題會在（時間）前回你。

Collecting trial class details

Gloss: asks for preferred dates, goal, exercise experience and phone, and invites the customer to mention any injury or doctor's advice.

好的，幫你登記體驗課。請告訴我：
希望的日期與時段（可以給兩個）：
想達成的目標：
運動經驗：
聯絡電話：
如果有受傷、手術或醫師提醒過的狀況，也請先告訴我們，教練會親自跟你確認。

Trial class confirmation

Send this one only after the coach has confirmed the slot. Do not let an auto-⁠reply fire when the customer says "I'd like to book."

Gloss: confirms time, coach and address, what to wear and bring, and the rescheduling deadline.

體驗課已確認。
時間：（日期）（時段）
教練：（名字）
地址：（地址）
請提早（幾）分鐘到，穿著好活動的衣服並帶（用品）。
需要改期請在（幾）小時前告訴我們。

Prices and plans

Gloss: lists plans and the trial price, and says the coach will recommend a plan after the trial.

（店名）目前的方案
（方案一）（價格）（堂數或期間）
（方案二）（價格）（堂數或期間）
體驗課：（價格）（時長）
哪個方案適合你，教練會在體驗課後依你的狀況建議。想先約體驗請輸入「體驗」。

Schedule and coaches

Gloss: sends the schedule and coach profile links, and routes requests for a specific coach to that coach.

這是本月課表：（連結）
團體課請用（方式）報名，額滿會開放候補。
教練介紹：（連結）
想指定教練或時段，請告訴我教練名字與希望的時間，由教練本人回覆。

What to bring to the first class

Gloss: lists clothing, water, towel and mat, the facilities on site, and a note about not eating heavily beforehand.

第一次來請準備：
1. 好活動的衣服與（室內鞋／止滑襪）
2. 水壺與毛巾
3.（瑜珈墊：自備／現場提供）
現場有（淋浴間／置物櫃）。上課前（幾）小時請避免吃太飽。

Late cancellation and leave

Gloss: restates the cancellation rule, logs the request, and says a person will explain if the deadline has passed.

收到你的請假。
依規則：上課（幾）小時前取消可以改期；逾時取消（你的合約規則）。
你這次的情況我先幫你登記，如果已經超過期限，會由（教練／店長）跟你說明處理方式。
請告訴我想改到哪一天。

Membership freeze or transfer

Gloss: says the manager handles it, lists what to prepare, and warns not to treat it as done until confirmed.

收到，會籍暫停與轉讓由（店長）受理。
請先準備：
1. 會員姓名與電話
2. 想暫停的期間或受讓人資料
3. 相關證明文件（例如出國、診斷證明）
（店長）會在（時間）前跟你確認是否完成，在收到確認之前請先不要當作已經辦好。

Termination and refund

Gloss: acknowledges, explains that the amount depends on the contract and usage and cannot be quoted here, and collects contact details for the manager.

收到你的解約需求。
退費會依你簽的合約與已使用的情況計算，這需要由（店長）核對後才能回答，我沒辦法在這裡先報金額。
請留下會員姓名、電話與方便聯絡的時間，（店長）會在（時間）前親自跟你聯絡。

Injury or health condition mentioned

Gloss: thanks them, says only a doctor can judge whether and how hard they can exercise, passes the message to the coach, and advises stopping and seeing a doctor if unwell during or after class.

謝謝你先告訴我們，這很重要。
你的狀況能不能運動、適合什麼強度，需要由醫師判斷，請先詢問你的醫師。
我已經把訊息轉給教練，（時間）前會親自跟你聯絡，討論課程可以怎麼安排。
如果是上課中或上課後不舒服，請先停止運動；症狀持續請儘快就醫。

Asking about results

Gloss: says no change in weight or shape can be guaranteed, describes the programme and frequency, and suggests a trial class for an in-⁠person assessment.

謝謝你的詢問。每個人的身體狀況、飲食與作息都不同，我們沒辦法保證體重或體態的變化。
可以告訴你的是課程內容：（課程說明），建議的上課頻率是（頻率）。
想知道適合自己的安排，可以先約一堂體驗課，由教練當面評估。

Complaints

Gloss: apologises, asks for date, time and what happened, and promises a personal reply from the manager by a stated time.

很抱歉這次的經驗讓你不舒服。
方便的話請告訴我日期、時段與發生的事。
這則訊息我已經轉給（店長）本人，（時間）前會親自回覆你處理方式。

When you finish, send each of the 12 to yourself as if you were the customer, especially the termination and injury ones. A wrong answer delivered instantly just creates disputes more efficiently.

LINE, or Instagram and Facebook, as the main channel?

A common setup for fitness businesses is Instagram for training videos and member stories, and LINE for bookings and leave. When DMs arrive on both, decide which side is "where a booking or a leave request counts" 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:

• Mostly existing members: make LINE the main channel, with menu buttons for "Schedule", "Leave" and "Contact coach".
• New customers mostly come from Instagram or Facebook: let DMs handle trial classes and plans, then ask people to add your LINE once they book, so leave and reminders all happen there.
• Heavy volume on both: write the plans and leave rules once. The worst case is Instagram saying rescheduling is free while LINE says a session is deducted.

Memberships and coaching contracts are governed by standard-⁠contract provisions

Please read this part carefully. FRIDAI Editorial is not a lawyer. What follows quotes only the full text of two sets of "mandatory and prohibited provisions" (應記載及不得記載事項) published on the Executive Yuan's website; how they apply is decided by the competent authority and the courts. Both were announced by the Ministry of Education and took effect on 1 January 2022, and the Executive Yuan's pages note that the matter was transferred to the Ministry of Sports (運動部) from 9 September 2025.

The points most relevant to customer service:

A few more points worth checking against your own contract:

• Handling fee ceiling: the fitness centre provisions also state that the handling fee plus any amount the consumer has to make up may not exceed NT$6,000.
• Freeze: when a consumer documents or explains reasons such as going abroad for more than a month, an injury or illness that makes exercise inadvisable, pregnancy, childcare or family care, military service, or a job change or relocation, the business must process the freeze within seven working days and the term is extended accordingly.
• Transfer: with the business's consent a consumer may transfer the contract to a third party. If agreed in the contract, the business may charge a necessary processing fee of no more than NT$300 for a fitness centre contract and NT$600 for a coaching contract.
• Designated coach: under the coaching provisions, if the designated coach can no longer perform as agreed and the consumer terminates, the business may not charge a handling fee or penalty, unless the consumer agrees to a replacement coach.
• Advertising: both sets state that the business's advertising forms part of the contract. The fitness centre list of prohibited provisions also says advertising may not use words such as "lifetime" (終身) or "permanent" (永久).

The provisions contain full refund formulas based on the average monthly price or the average price per session, and they distinguish who is responsible for the termination. That is exactly why the AI should not quote amounts: there are too many conditions, and missing one gives the wrong figure.

FRIDAI Editorial did not find a definition of scope in these two documents, so whether a yoga studio, a pilates studio or an independent coach is covered is a question for your local sports authority or consumer protection officer. For AI customer service, the practice is simple:

• For termination, refunds, freezes and transfers, the AI only takes the request, says what to prepare and states the reply time.
• Write any offer or promise the AI may make as something you will be asked to honour.
• Keep phrases like "lifetime member" and "valid forever" out of your example replies.

Five common pitfalls when a fitness business adopts auto-⁠replies

• Letting the AI confirm trial slots when the calendar is really in the coach's phone. Two people end up booked into one session.
• Rules that are stricter or looser than the contract. The AI follows the rules, and the customer follows the screenshot.
• A customer says "I want to cancel" and the auto-⁠reply leads with a renewal offer. That usually makes the conversation harder.
• Leaving health questions to the AI. "You should be fine to join" is not a sentence any auto-⁠reply should produce.
• A changed schedule that was never updated. On the day a class is cancelled, the auto-⁠reply is still welcoming everyone.

FAQ