Answer every trial and membership call while your coaches stay on the floor
Shona is an AI receptionist for Australian gyms and studios. It books free trials, answers price and timetable questions from your details, and passes member requests to your manager.
New job from Shona
Job card from a sample call
- Caller
- Alex, new to the gym
- Wants
- Free trial session
- Booked
- Tomorrow, 6 am
- Location
- Brunswick
- Goal
- Getting fit again after time off
- Heard about us
- A friend who trains there
- Health note
- Mentioned a knee problem; coach to discuss before the session
- ✓Tells callers it is AI
- ✓Platform hosted in Australian regions
- ✓Test free before it takes a real call
The problem
Where gym calls go missing
The person ringing about a trial has just decided to start. That moment is worth answering.
- Peak classes and PT sessions leave nobody free to answer
- New starters ring once, then try the gym down the road
- Unstaffed hours leave access and billing calls unheard
- Freeze and cancel requests sit in voicemail and become complaints
What Shona handles
What Shona handles for new and existing members
- Free trials and first sessions booked from your calendar
- Price, membership and joining fee questions from your details
- Timetable, parking, creche and what-to-bring questions
- Personal training enquiries with goals and preferred times
- Freeze, cancellation and billing requests passed to staff
- Several locations, each call sent to the right club
How gyms use Shona
Unstaffed hours
Members who cannot get in, or are worried about a charge, reach Shona instead of a ringing phone. Urgent issues are flagged for the manager.
Class-time cover
Divert calls during the 6 am and 5.30 pm peaks. Trials get booked while coaches keep coaching.
Member admin
Freezes and cancellations are recorded with dates and reasons, and your team makes the change under your policy.
When it is urgent
When a call cannot wait
Pick what the caller says to see what Shona does with it.
Marks the call urgent for the manager with the location and time, and tells the caller to ring 000 if they feel unsafe
Urgent
Is set up to tell the caller to ring 000 straight away, then marks the call urgent for the manager
Urgent
Marks the call urgent for the manager, takes the dates and amounts, and does not promise a refund
Urgent
Takes the request and reason, explains your cancellation steps in your words and passes it to the manager without pushing an offer
Offers a trial time from your calendar, or takes it as a call back request
Gives the prices you have loaded, or takes it as a call back for a staff member
Notes that a health matter was mentioned for a trainer to discuss, and gives no health advice
What Shona will not do
- Shona gives no health, injury or nutrition advice.
- It never changes a membership itself.
- It does not invent discounts or waive fees.
- It does not pressure a member who wants to leave.
Try it now
Talk to Shona in your browser
Ring it as if you were a caller and hear how it asks, books and flags urgent calls.
This sample uses our general demo agent. Your own Shona is set up with your details during the free trial.
Read a sample call instead+
A sample call. The business and caller details are made up.
- ShonaThanks for calling Example Fitness Brunswick. You are speaking with Shona, the gym's AI receptionist. The coaches are running a class, so I can help you or take the details for them. What can I do for you?
- CallerHi. I wanted to know if you do a free trial. I have not been to a gym in a while.
- ShonaWe do. A trial session with one of the coaches is free. Are you thinking of mornings, lunchtime or after work?
- CallerMornings, before work. Is tomorrow too soon?
- ShonaNot at all. I have tomorrow at 6 am or Thursday at 6.30 am. Which suits you?
- CallerTomorrow at 6.
- ShonaDone. Can I take your name and the best number for you?
- CallerIt is Alex. This is my mobile.
- ShonaThanks, Alex. What would you like to get out of training, so the coach can plan your session?
- CallerMostly getting fit again. I do have a dodgy knee, though.
- ShonaGood to know. I will note that you mentioned your knee, so the coach can talk it through with you before you start. Is there anything else they should know?
- CallerNo, that is it. What do I bring?
- ShonaBring a water bottle, a towel and comfortable shoes. Your trial is booked for tomorrow at 6 am, and the coach will see your details before you arrive. How did you hear about us?
- CallerA friend trains there.
After the call
Into your CRM, calendar and workflows
Every call ends with a result your team can act on, sent where you already work.
Job card
A summary, recording and transcript of every call.
Bookings
Booked into Google Calendar, Outlook, Calendly, Cal.com or GoHighLevel.
Your CRM
The call summary, outcome, transcript and recording link sent by webhook to your CRM or other systems.
SMS and workflows
Agents can send an SMS during a call, and SMS workflows can follow up after it.
For gyms, that looks like this
- →Free trials land in your calendar.
- →Freeze and cancellation requests go to your manager with the dates and reason.
- →Unstaffed-hours issues are flagged for the manager.
- →Shona can send a new member an SMS with the trial time.
Pricing
What Shona costs
Starter suits a single club line. Growth adds more call time for several locations or busy peaks.
US$149/month, excl. GST
A sole trader or small team covering missed and after-hours calls
500 minutes included, up to 3 AI receptionists, 3 calls at once, extra minutes US$0.25/min.
- A receptionist for your industry
- Calendar booking
- Job card after every call
- After-hours and overflow rules
- Urgent call alerts
Gym answering service FAQs
Can Shona cancel or freeze a membership?
No. It records the request, the dates and the reason, explains your process in your words, and passes it to your manager to action.
Will it try to talk members out of cancelling?
No. Shona takes the request calmly and does not push offers, unless you choose to give it a retention offer to mention.
What if a caller mentions an injury?
Shona notes that a health matter was mentioned so a trainer can discuss it before the first session. It gives no advice.
Does it work with my gym software?
Trials book into Google Calendar, Outlook, Calendly, Cal.com or GoHighLevel, and every call result can be sent to other systems by webhook. Tell us what you use and we will confirm what connects.
Can it handle more than one location?
Yes. Shona asks which club the caller means and sends the booking or request to that location.
Where is our members' call data kept?
Inspra is ISO/IEC 27001:2022 certified. The platform is hosted in Australian regions; some AI model and speech processing may take place in the USA. The Trust Centre explains how call data is handled.
Will my members know they are talking to AI?
Yes. Our Acceptable Use Policy requires every agent to say it is AI at the start of every call and to tell callers when calls are recorded, so Shona opens every call by saying it is the gym's AI receptionist.
Turn more trial enquiries into first sessions
What Shona asks every caller+
- New or existing member
- A new caller is a trial to book; a member is a request to sort out
- Which location
- So a multi-site gym books the right club and passes the call to the right manager
- What they want
- Trial, class, personal training, membership price, freeze, cancellation or billing, in the caller's words
- Goals and experience
- "Getting back into it after a baby" or "training for my first fun run" tells the coach how to run the first session
- Preferred days and times
- Early morning, lunchtime or after work, so the trial goes into a session they will actually come to
- Mentioned an injury or health condition
- So a trainer can talk with them before the first session; Shona is set up to note that one was mentioned, not to ask for medical detail or give advice
- Member name and membership number
- So staff can find the right account for a freeze, cancellation or billing question
- Freeze dates and reason
- Travel, injury or a busy month at work, so staff can apply your freeze policy
- How they heard about you
- A Google search, a friend or an Instagram ad, so you know where new members come from
- Best number and time to call
- So the call back reaches them first time
Shona by Inspra, sample call
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