Glossary
The med spa AI glossary
Plain-English definitions of the terms behind missed-call revenue, AI receptionists, and patient reactivation.
- AI receptionist
- An AI voice and SMS agent that answers inbound calls, texts, and forms, books appointments, and answers patient questions 24/7, without replacing your front-desk team.
- AI voice agent
- The voice side of an AI receptionist: it answers phone calls in a natural, on-brand voice, handles treatment questions, and books appointments in real time.
- Missed-call text back
- An automatic text sent within seconds of a missed call that keeps the conversation going, so the patient never has time to call a competitor.
- Speed to lead
- How fast a business responds to a new inquiry. In aesthetics, responding within 60 seconds dramatically increases the chance the patient books.
- Patient lifetime value (LTV)
- The total revenue a patient generates over their relationship with your clinic. Because aesthetic LTV is high, a single missed lead can be a multi-thousand-dollar loss.
- Patient reactivation
- Re-engaging past patients who haven't visited in months and rebooking them, often the fastest source of new revenue for an established med spa.
- Dormant patient
- A former patient who hasn't booked in a defined window (commonly 3, 6, or 12 months) and is a prime candidate for reactivation outreach.
- Lead-to-booking conversion rate
- The percentage of inbound inquiries that turn into booked appointments. Slow or missed responses are the most common reason this number is lower than it should be.
- No-show rate
- The share of booked appointments where the patient doesn't arrive. Automated reminders and confirmations help reduce it.
- After-hours answering
- Answering and booking inquiries that come in when the clinic is closed, nights, weekends, and holidays, when a large share of aesthetic patients reach out.
- Overflow calls
- Calls that arrive while your front desk is already busy with a patient or another caller, and would otherwise go to voicemail.
- Recovered revenue
- Revenue captured from inquiries that would otherwise have been missed, measured and reported so you can see the return, not just call counts.
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