Fresha Feature Launch: Introducing AI Concierge

Your phone never stops ringing. Messages keep coming in. Enquiries don’t wait, and in a busy salon, spa, clinic, or barbershop, you simply can’t answer everything in real time.

But what if you didn’t have to?

We’re incredibly excited to introduce Fresha’s AI Concierge, a groundbreaking innovation designed to completely transform how businesses capture bookings, manage client communication, and convert demand into real, measurable revenue. With two-way communication powered by AI and fully embedded within each client’s Fresha profile, every interaction becomes connected, contextual, and ready to convert, from the very first enquiry.

At Fresha, the world’s most recommended AI-powered booking platform for beauty and wellness, we’ve always believed that seamless user experience for both clients and businesses should feel seamless, not stressful. That every client enquiry should be an opportunity, not a missed moment. Now, we’re taking that one step further.

This isn’t just a feature launch, but Fresha setting the standard for how beauty and wellness businesses capture and convert demand with the most advanced, powerful, and intuitive AI Concierge in the industry.

What is Fresha AI Concierge?

Your AI Concierge is an intelligent assistant built directly into your Fresha profile, designed to support your team by handling client enquiries from first contact through to booking and beyond, all without you lifting a finger.

It answers incoming calls and messages instantly, understands what your clients are looking for, and guides them through booking, rescheduling, cancellations, or questions as simple as “where can I park?” in real time. Whether it’s checking availability, confirming details, or booking their regular appointment, it responds to your clients naturally and accurately using the information already built into your Fresha profile.

It knows your services, your team, your availability, and your clients. It is connected to your business in real time, and because it operates alongside your team, not instead of them, it ensures every enquiry is handled while your staff stay focused on delivering great service.

Customized to your brand, your business, your way

AI Concierge is built to reflect your business exactly as you want it to be experienced.

Incredibly powerful, yet surprisingly human, it is fully customizable, allowing you to tailor everything from tone of voice to accent, ensuring every interaction feels natural, familiar, and aligned with your brand. Whether your business is polished and professional or warm and conversational, AI Concierge adapts to match.

You can choose from an extensive range of voice styles and accents, shaping how your business sounds to clients from the very first interaction. It’s not just about answering enquiries, it’s about representing your brand in the right way, every time.

You are also in complete control of when it is active. Run it 24/7 to capture every opportunity, or set it to support your team at specific times throughout the day, and no matter how busy things get, AI Concierge scales with you. It can handle multiple calls and conversations at once, across both phone and messaging, responding instantly and consistently, whether you have one enquiry or many.

It also works in tandem with Fresha Connect, extending beyond calls to manage client messaging across SMS and in-app chat with the same speed and consistency. The result is a seamless, always-on communication experience across every channel, freeing up even more time for your team while keeping every client interaction connected, all powered by AI.

Built into how your business runs

AI Concierge is fully embedded within the Fresha platform, which means everything stays perfectly in sync from the very first interaction. Every booking, cancellation, and reschedule is reflected instantly across your calendar, payments, and client records. It’s connected to your client profiles, preferences, and notes, so every interaction is informed and consistent. There’s nothing to update manually, and nothing to reconcile later. 

From first enquiry to confirmed appointment, it is one continuous, seamless flow. 

Full visibility, built into every interaction

AI Concierge doesn’t just handle conversations; it gives you complete visibility into them.

With a dedicated, intelligent dashboard built into Fresha, you can listen back to calls, review conversations, and understand exactly how enquiries are being handled across your business. Every interaction is captured, organized, and easy to revisit, giving you full confidence in how your client communication is performing.

Alongside this, you’ll have access to in-depth reporting and insights, from call volumes and conversion performance to trends over time. Here, you can also manage communication settings, including controlling who can contact your business, filtering spam and unwanted interactions, and maintaining complete oversight of how communication flows through your business. This gives you a clear view of where demand is coming from, how it’s being handled, and where opportunities exist to improve.

It’s not just about answering every enquiry, it’s about understanding them, learning from them, and continuously improving how your business operates.

Why does your business need AI Concierge?

The reality is simple: missed calls mean missed revenue.

Fresha data shows that a significant share of incoming calls go unanswered, with more and more client enquiries now happening outside standard business hours. That is demand disappearing in real time.

AI Concierge is built to capture that demand, ensuring every enquiry is answered, and every opportunity is acted on, whether you are there or not.

Even in its early rollout, AI Concierge has already supported tens of thousands of client interactions across pilot businesses, helping partners capture and manage demand at scale. Early adoption has also been strong, with a growing share of trial businesses choosing to continue after testing, reflecting increasing confidence in AI Concierge as an always-on communication layer for modern beauty and wellness businesses.

From enquiry to confirmed booking

AI Concierge moves each interaction forward, not just responding, but taking action.

Every conversation becomes an opportunity, whether that is answering a question, securing a booking, or making a change to an existing appointment. It improves the client experience while naturally guiding interactions toward clear outcomes.

Within the flow of conversation, it can introduce upfront payments and appointment protection seamlessly, helping to strengthen commitment and reduce last-minute cancellations.

This is what happens when every enquiry is handled with consistency.

“AI Concierge represents a fundamental shift in how businesses manage client communication,” said William Zeqiri, Co-Founder & CEO of Fresha. “For too long, missed calls have meant missed revenue. We’ve built a solution that ensures every customer enquiry is answered instantly, every time, while also helping our partners convert more of those interactions into confirmed, protected bookings. This is about unlocking entirely new levels of efficiency and growth.”

Giving your team time back

Your team should never have to choose between the client in front of them and the phone ringing beside them.

AI Concierge removes that pressure completely, ensuring every incoming enquiry is handled while your team focuses on delivering exceptional service.

The result is a day that feels calmer, more controlled, and far easier to manage, even at your busiest.

A smoother booking journey for every client

For clients, the experience feels immediate.

There is no waiting, no back and forth, and no uncertainty, just a clear path from enquiry to booking. From the moment they reach out, everything feels faster, simpler, and easier to navigate, creating an experience that works for everyone, whether they prefer to call, message, or simply get things done quickly.

This is what modern booking should feel like.

“This is one of the most important moments in the customer journey,” said James Hayward-Browne, Head of Brand and Content at Fresha. “Calling a business should be simple, fast, and effective, and for partners, every call should count. AI Concierge bridges that gap, delivering a seamless, on-brand experience for clients while working in the background to drive conversion and maximize booking value.”

Part of how Fresha works

AI Concierge is part of how Fresha continues to evolve as a complete platform for beauty and wellness businesses, bringing communication, bookings, and operations closer together within one unified experience. Alongside features like Client Connect, it ensures every interaction, from the first enquiry to internal coordination, works seamlessly within the same platform.

With millions of client interactions already happening across Fresha every month, this launch marks an important step forward in how demand is captured and converted at scale. Fresha is not just helping businesses keep up. It is building the infrastructure that allows them to operate with speed, consistency, and confidence in an always-on world.

And with AI Concierge, every call finally counts.

AI Concierge will launch across English-speaking markets first, with additional language support rolling out internationally.

👉 Explore Client Connect to discover how Fresha is transforming client communication through seamless, AI-powered messaging.

👉 Discover Team Connect to see how Fresha is bringing internal communication, collaboration, and day-to-day operations into one connected platform.