What information can we give in the first message?
The salon's brand memory should contain current, approved information: address, working hours, real service names, any starting-point information that can be shared, and the appointment contact channel. When this information is clear, a different reply does not need to be written from scratch each time.
Variable information is handled separately: available time on a specific day, a personal service plan, campaign exceptions, an exact price, and special customer complaints. These should be verified against the responsible person's current record, not automatic assumptions.
Seven different DM scenarios and reply drafts
| Guest question | Purpose of the first reply | Next step |
|---|---|---|
| What services do you offer? | Explain the approved service categories | Direct to the relevant information page |
| How much does it cost? | State the verified scope; separate variables | Refer to an authorized person for the exact fee |
| Is there availability today? | Do not promise confirmed availability | Check the salon's appointment record |
| How can I reach you? | Current address and location link | Directions/contact |
| How long does the treatment take? | State the approved general duration | If personalized changes are needed, refer to the person in charge |
| Can I change my appointment? | Specify the relevant contact channel | Authorized response according to the business policy |
| I have a complaint | Give a calm, brief response | Transfer to a responsible person |
This table is a template; before every message, the services the business actually offers and the form of contact the user needs must be taken into account.
Five message examples you can copy and adapt
1. General service question
Hello, thank you for your interest. We can share our salon's current services and the contact channel where you can reach the information that suits you. Which service are you interested in?
2. Price request
Hello, prices may vary depending on the scope of the service. If you let us know which treatment you are interested in, we can share the current and accurate fee information after it has been confirmed by our salon's authorized person.
3. Appointment availability
Hello, could you let us know your preferred day and time range? We are passing your request on to our team so they can check the current appointment status and give you a clear answer.
4. Address and directions
Hello, we can share our current address and location link to help you find us. You can also check our working hours according to your visit time.
5. Negative experience
We take what you have experienced seriously. To review the matter properly, we would like to speak with you through a suitable private contact channel. We are passing your request on to our responsible team.
Use these drafts only after adding the salon's current price, location, terms and service information. Adapt each reply to the customer's question.
Do not collect unnecessary personal data in appointment messages
To give general information about a service, an ID number, date of birth, health status or detailed personal description is often unnecessary. Do not ask for information that is not really needed to answer the question.
If a salon receives a sensitive request about a medical procedure or health matter, do not turn it into a diagnosis or definitive result advice using a simple social media reply template; refer it to the responsible authorized person.
How should human handover work?
An approved information card is useful for frequently asked questions. However, when a customer says “there was a problem with my previous appointment,” “I have a special situation,” or “will I get a definite treatment result?” refer them to the relevant person for an individual response.
A handover to a human should not leave the customer with the impression that their message went unanswered. Which request is passed to which team, and who follows up with the customer, should be tracked through the business's actual processes.
DM performance and the distinction from a confirmed appointment
The number of messages is not the same as booking appointments. A customer may ask about prices without making a reservation, and the same person may write on several different days. Measure only verified salon records as “confirmed appointments.”
| Metric | Where it is measured | Meaning for the business |
|---|---|---|
| New DM inquiry | Social account | Contact request |
| Booking link click | Link/analytics record | Navigation to the relevant page |
| Availability inquiry | Approved message record | Booking interest |
| Confirmed appointment | Salon booking system | Verified record |
| Completed visit | Business records | Actual service visit |
Reducing these stages to a single “customers won” number in a social media report can make it harder for the business owner to make decisions.
What does NEFES take responsibility for on behalf of the salon?
NEFES organizes the real business's service cards, photos and brand voice in one system. Consistency is maintained across content planning, post/Reels publishing, and message/comment flows using approved information; for prices, confirmed appointments and special cases, the salon authorized person's current decision is what applies.
Final check: Does this reply match the salon's actual service? Does it contain an outdated price? Does the message ask for personal data? Who confirms exact availability? Can the customer understand which stage they are at?
Adapt this guide to your business
Separate the three frequent questions: service content, price information and available times. In the reply template, define the source of the current price and the person who confirms the appointment; do not promise a reservation before an available time has been confirmed.
