Ella · Caring Scout
Approachable presence for bright, lightweight and everyday customer conversations.
Tap play to hear this voice
AI Receptionist · Medispas & Laser Clinics
Half your menu is prescription medicine. Your receptionist should know which half.
A medispa runs two different rulebooks at the same phone. The injectable half is prescription medicine, where a brand name or a price said out loud can breach TGA law. The laser and skin half can carry real pricing and offers. LUNA's AI receptionist answers for your clinic, after hours, on overflow when your team is busy, or around the clock: warm with callers, and built to keep the two halves apart on every single call.
After-hoursOverflowFull 24/7you choose, changeable any time
Why after-hours matters here
The most valuable call your clinic gets is the one nobody answers.
A price question is a compliance question
"How much is a lip filler?" is the most common call a medispa gets, and the one with the sharpest edge. Naming or pricing a prescription injectable over the phone is a TGA breach. The agent reframes to the consultation every time, from an approved knowledge base, then captures the enquiry.
More than a message pad
The agent answers questions about your laser and skin services, patch-test policy, consultation pathway and hours, then captures name, number, reason and urgency, or books consultations directly into your software where enabled.
Post-treatment safety, built in
A caller blistering after IPL, or with eye pain after a laser session, is not a message for the morning. Symptoms your clinic flags as urgent trigger the configured priority or emergency script, plus an alert to your nominated contact.
The mixed-menu trap
Two rulebooks, one phone. The line runs straight down the middle of your price list.
Almost every generic call script gets a medispa wrong the same way: it treats the whole menu as one list of services with prices. Half your menu is prescription medicine and cannot be handled that way. The agent is built to know which half a caller is asking about before it opens its mouth.
Prescription half
Injectables and anything scheduled
Wrinkle-relaxing and dermal-filler treatments are prescription medicine. This half inherits the full injectables rulebook, and it never bends.
- No brand names, ever, even if the caller says the brand first.
- No prices, no specials, no membership pricing, no packages.
- Prescriber first: an in-person or video consultation with the authorised prescriber comes before any treatment, always.
- No suitability or dosage assessed by phone, and no under-18 cosmetic injectable bookings.
- Every answer reframes to the consultation, then captures the enquiry.
Non-prescription half
Laser, IPL, peels, needling, LED
These are services, not medicines. They may carry configured pricing and offers, with the full terms your clinic sets, spoken accurately.
- Configured prices and packages allowed, quoted exactly as you set them, with terms.
- Skin-type suitability is an assessment question, captured for consultation, never judged by phone.
- Patch-test policy stated as your clinic configures it.
- No outcome guarantees, no "permanent", no fat-loss numbers for body contouring.
The one hard boundary: a non-prescription offer is never bundled with, or made conditional on, anything from the prescription half. No "free laser with your filler". The specials stay on their own side of the line, because tying them together would drag a prescription medicine into an advertised offer.
Hear it yourself
Hear it handle the hard calls. Ring the clinic that doesn't exist.
Solstice Skin & Laser is our fictional Adelaide practice, invented so you can test the agent without any real patients or practitioners involved. Ask it anything a caller would ask you: ask it a brand name, ask the per-unit price, or try to bundle a laser package with an injectable top-up. The interesting part is what it refuses to do.
Prefer a different voice? Hear the range
Ella is the voice you just heard, and the name is always Luna whichever voice your clinic chooses. Tap any card to listen, or browse the full gallery at lunasystems.com.au/ai-voice-selection.
Filter:
Grace · Helpful Hand
Polished, bright Australian female for friendly professional assistance.
Tap play to hear this voice
Cooper · Friendly Mate
Warm and highly relatable, excellent for customer service.
Tap play to hear this voice
Olivia · Sunny Woman
Friendly, happy adult female for engaging conversations.
Tap play to hear this voice
Amelia · Instructor
Strong, composed female voice suited for giving instructions with clarity and authority.
Tap play to hear this voice
Paul · Straight Talker
Deep and firm male voice with a relaxed, conversational delivery.
Tap play to hear this voice
Callum · Brand Spokesperson
Neutral, confident young adult male fit for voiceovers and customer interactions.
Tap play to hear this voice
Barry · Helper
Inviting, friendly male for customer support and product videos.
Tap play to hear this voice
Liam · Guy Next Door
Casual, friendly young male for authentic and engaging conversations.
Tap play to hear this voice
Ethan · Casual Assistant
Laid-back with a relaxed, low-key delivery for effortless, grounded customer support.
Tap play to hear this voice
Heath · Calm & Composed
Smooth professional delivery, perfect for calm customer support.
Tap play to hear this voice
Jasper · Vibrant Stylist
A bright, expressive Australian male with an engaging, animated delivery that adds natural personality and warmth to any script.
Tap play to hear this voice
Eleanor · Composed Clarifier
Clear, professional adult female for customer communication.
Tap play to hear this voice
How she's trained
Five layers deep. From reception craft to your own price list.
Reception craft
Natural Australian conversation, proper message-taking, booking discipline, and the golden rule underneath it all: if it isn't configured or approved, she says so and captures the question rather than improvising.
The rules of all Australian medicine
AHPRA and National Board advertising guidelines, the Privacy Act and state health-records law, TGA advertising rules, Medicare and fees accuracy, emergency escalation, honest AI disclosure, and recording-consent statutes in all 8 states.
The medispa and injectables canon
The joint Ahpra guidelines for practitioners who perform and who advertise non-surgical cosmetic procedures, the TGA rules on advertising prescription medicines and cosmetic injections, the Nursing and Midwifery Board scope and prescribing standards, and the state radiation and laser licensing frameworks, which differ from state to state. Distilled into no-brand and no-price rules for the prescription half, prescriber-consultation pathways, laser and IPL red flags, skin-type and suitability discipline, and configured-only licensing claims that cite their sources.
Your clinic
Your doctors, nurses and their exact titles, your services, your configured pricing for the non-prescription half, patch-test and consultation policies and hours, plus your own materials: pre-treatment and aftercare instructions, service information and a specialised go-live questionnaire about how your clinic actually runs.
Continuous improvement, versioned
Every month, every call is audited: drop-off points, unanswered question types, improvement candidates. Changes are approved with you and versioned into the agent, and regulation-change monitoring updates the rules when guidance moves. Better every month, never changed without sign-off.
The guardrails are the product
Go on. Try to make it misbehave.
Every generic voice bot can answer a phone. The question your insurer, your board and AHPRA would ask is what it says on a recorded line at 9pm with nobody supervising. Tap a question to see how Luna handles it.
Traceable, versioned, maintained
Every rule cites its source. Every agent knows its version.
The agent's behaviour is built from layered, versioned rule sets distilled from the primary sources: the joint Ahpra non-surgical cosmetic guidelines, the TGA rules on advertising prescription medicines, the Nursing and Midwifery Board standards, and the state radiation and laser licensing frameworks. When a regulator updates guidance, we know which rules are affected and which agents need updating.
✓ approved · v1.1
All of medicine
Scope of practice, advertising discipline, privacy, emergency escalation, honest AI disclosure on every call.
✓ approved · all 8 states
Your state
Recording consent statutes, the state complaints body, radiation and laser licensing framework, jurisdiction privacy law.
● in build · from injectables v1.1
Medispa & laser
No brand names or prices for injectables, prescriber-first pathway, laser and IPL red flags, skin-type suitability, no bundling across the prescription line, configured licensing claims.
Ahpra & National Boards
Guidelines for advertising a regulated health service · shared Code of Conduct · guidance on using AI in healthcare
Non-surgical cosmetic guidelines
The joint Ahpra guidelines for practitioners who perform and who advertise non-surgical cosmetic procedures · higher-risk advertising guidance · under-18 provisions
Nursing & Midwifery Board
Scope of practice and decision-making framework · prescribing and delegation standards · nurse-led cosmetic practice guidance
TGA
Advertising prescription medicines to the public · cosmetic injection advertising FAQs · the Therapeutic Goods Advertising Code
State radiation & laser law
State radiation protection and control frameworks · cosmetic laser and IPL licensing, which differs by state · configured licensing claims only
Privacy & your state's law
Privacy Act 1988 and the Australian Privacy Principles (OAIC) · call-recording consent statutes · health complaints bodies (HCCC, HCC, OHO)
Distilled from LUNA's living library of 8,900+ Australian regulatory and professional documents, independently verified against source text, and monitored for regulatory change. When a guideline updates, we know exactly which rules and which agents are affected.
From go-ahead to go-live
Live on your number in about four weeks.
Configure
Your practitioners and their correct titles, services, your configured pricing for the non-prescription half, patch-test and consultation policies, hours and escalation contacts, plus your own materials: pre-treatment and aftercare instructions, service information sheets. A specialised go-live questionnaire makes sure every answer the agent gives is yours, not a generic one.
Assemble and attack
Your agent is built from the approved compliance layers plus your configuration, then attacked with a medispa-specific test script that pushes hard on the prescription line. It must pass every probe before it ever answers a real call.
Go live, stay current
Your number routes to the agent, changeable in seconds, never a dead line. Monthly call reviews and regulation-change monitoring included.
We build around what you already run
Cliniko, Best Practice, Medical Director, Genie, Gentu, Halaxy, Coreplus, your dental suite, whatever runs your day: we design the agent around your systems, never the other way round. You don't change how your practice works to suit us.
Direct integration
Where your practice software has API access, Luna books and writes back in real time. Cliniko is live today, with more connectors on the roadmap.
Built around your workflow
No API? We wire structured, qualified messages into your existing inbox, CRM or task list, formatted exactly the way your team already works.
Standalone when needed
Locked-down legacy system? We stand up a clean parallel capture and booking layer for you, and your team reconciles it in minutes, not hours.
Fair questions
The things clinic managers actually ask us.
Can it quote prices for our laser and skin services?
Yes, for the non-prescription half. Laser, IPL, peels, needling and LED are services, not medicines, so the agent can quote your configured prices and packages with the terms you set. What it will never do is put a price or a brand name on an injectable treatment, because those are prescription medicines and that would breach TGA advertising rules. It reframes every injectable price question to the consultation.
Can someone book laser and lip filler in the same call?
It can book a laser or skin consultation or appointment following your policy, and it can start the pathway for the injectable side, but the two are handled separately. Injectable treatments always begin with a consultation with the authorised prescriber, in person or by video, before anything is scheduled. The agent captures both intentions cleanly and never bundles one into the other.
Someone asks if they're suitable for laser. What does it say?
It treats suitability as an assessment question, not a phone decision. Skin type and laser suitability are judged in the clinic, so the agent answers respectfully, explains that suitability is assessed at a consultation or patch test per your policy, and captures the enquiry. It never tells a caller they are or are not a candidate.
Where do recordings and transcripts go?
They contain health information, so they're treated that way: moved to Australian-hosted storage promptly after each call, deleted from the voice platform, delivered only to the contacts you nominate, and retained for a period you set. The full detail is on our data handling and security page, and you get it in writing as a one-page summary.
Can we choose when it answers?
Yes. After-hours only, overflow (it picks up when your team can't), or full 24/7, set at onboarding and changeable any time. Your number stays yours; routing changes take seconds and it's never a dead line.
Built by LUNA Systems, Brisbane
Your phones, answered like your reputation depends on it.
Because it does. Book a discovery call and we'll walk you through how the medispa agent is built, plus exactly what setup looks like for your clinic.