An aesthetic clinic's LINE auto-replies can answer only what the clinic provides: address, clinic hours, doctor schedules, how to book and what to prepare before a visit, and they can book or reschedule consultations. Any question about someone's body, such as what suits my condition, whether there are side effects or how long recovery takes, always goes to a doctor or nurse. Auto-replies never diagnose and never recommend treatments. With that line drawn clearly, the front desk stops answering the same questions over and over, and medical staff don't have to worry about a bot saying the wrong thing.
1. Questions that can be answered automatically
What can be answered automatically are questions with fixed answers, provided by the clinic, that are the same for everyone who asks. These questions come up again and again and take the most front-desk time.
- Address, directions, parking
- Clinic hours, closed days, national holiday arrangements
- Doctor schedules: which doctor sees patients on which day at which branch
- How to book a consultation, and how to reschedule or cancel
- What to prepare: ID, documents to bring, administrative points to note
- Administrative questions such as payment methods and receipts
The clinic puts these answers into one approved answer sheet, with each question showing how to reply and who has confirmed it. Anything not on the sheet isn't guessed at by the auto-reply; it goes straight to the front desk.
2. Questions that always go to medical staff
Questions about a person's own health are never answered automatically; they go straight to a doctor or nurse. It's not only about avoiding wrong answers. The answer to the same question depends on each person's situation, and only medical staff can judge that.
| What people might ask | Type | What the auto-reply does |
|---|---|---|
| What would suit my condition? | Diagnosis and advice | Passes it to a doctor or nurse, gives no advice |
| Is this treatment right for me? | Suitability | Passes it to a doctor or nurse, and can offer a consultation slot first |
| Are there side effects? | Side effects | Passes it to a doctor or nurse |
| How soon can I wear makeup or go back to work? | Recovery | Passes it to a doctor or nurse |
| Something feels off where I had a treatment | After a treatment | Passes it to medical staff right away and asks the person to contact the clinic or seek medical care promptly |
3. How to design the handoff
Passing a question to a person isn't just a please-wait message. A good handoff does three things. First, it tells the person who will reply and roughly when. Second, it hands the earlier conversation to the medical staff so nobody has to ask again. Third, messages that arrive after hours are picked up once the clinic opens. If a message mentions feeling clearly unwell, the reply should ask the person to seek medical care promptly rather than wait in the queue.
4. What stays out of auto-replies
Taiwan's Medical Care Act regulates medical advertising, and patients may not be solicited by improper means. So the auto-replies we set up don't push discounts, group-buy deals or gifts, don't show before-and-after photos, don't describe results and don't use words like best or number one. Every sentence comes from information the clinic has provided and confirmed. This is a plain-language summary, not legal advice; the latest rules from the Ministry of Health and Welfare and your local health bureau prevail.
5. Who provides the information and how often it's updated
Auto-replies are only as accurate as the information they're given. Doctor schedules and clinic hours change most often, so name one person responsible for updating them whenever they change. After each update, ask a few common questions to check the answers are right. Before launch, have medical staff review the auto-reply content and the handoff rules.
6. How to tell whether it's working
| Number to watch | What it shows |
|---|---|
| Share of messages answered automatically | How many messages the front desk no longer has to answer |
| Questions passed to medical staff | Whether medical questions are all being handed off |
| Consultation bookings | Whether more bookings come in through LINE |
| Booking-to-visit rate | Whether reminders help people remember to come |
There's no standard answer for these numbers. What matters is comparing before and after launch using the same method, and recording no change as no change.
The short version
An aesthetic clinic's LINE auto-replies should answer only the administrative information the clinic provides and help arrange consultations, and hand every question about someone's body to a doctor or nurse.
Frequently asked questions
- Will the AI assistant recommend treatments on its own?
- The AI assistant we set up answers only what the clinic provides, never diagnoses and never recommends treatments; questions about suitability, side effects or recovery always go to a doctor or nurse.
- What about messages after hours?
- Administrative questions are answered automatically as usual, and consultation slots can be requested; for medical questions, the person is told medical staff will reply once the clinic opens, and anyone feeling clearly unwell is asked to seek medical care promptly.
- Can you connect our current booking system?
- It depends on whether the system offers a way to connect. Common tools like LINE Official Account, Google Calendar and forms connect directly; other booking systems need checking first. We won't ask you to replace what you use.
- Can we broadcast promotions on LINE?
- We don't write content that solicits patients with discounts, group-buy deals or gifts. Broadcasts can be used for notices such as changes to clinic hours and consultation reminders. The health authority's latest rules prevail.