Frequently Asked Questions

No.

Unlike tools like Meta Business Agent that are made for every type of business, Backly is built specifically for beauty professionals.

Backly understands beauty treatments and services including similarities and differences between them, prep and aftercare, policies, beauty terminology and the language clients actually use day to day.

More importantly, Backly understands why clients are asking questions.

A lot of the time, clients aren't just looking for information. They're looking for reassurance, guidance, clarity or confidence.

For example, we had a client use Backly to ask whether their booking had gone through because they paid a deposit but hadn't received a confirmation email. Technically, they were asking about a booking. In reality, they wanted reassurance that they still had an appointment.

Backly understood that and its answer reflected that.

We continuously improve Backly using the questions that come in, beautician feedback and beauty industry knowledge and trends.

Backly is built for beauty and beauty only.

Because Backly wasn't built by guessing.

Our founder, Olga, spent over 200 hours speaking to and researching both beauticians and clients before building Backly and is deeply embedded within the beauty industry.

Backly was built by the very people it serves and continues to improve based on what they tell us.

Since launching, Backly has already answered over 1,100 client questions globally.

The knowledge Backly has about services and treatments, prep, healing times and aftercare, wasn't pulled from random internet searches. It was built using information shared by beauticians themselves, alongside extensive beauty industry research.

Most importantly, we know Backly is representing your business.

That's why Backly knows when to step in and when to step back.

If it doesn't have enough information to answer confidently, it won't guess. It will direct the client to contact you instead.

Your reputation matters, and we take that as seriously as you do.

No.

Backly isn't designed to replace beauticians or take over your client relationships.

We understand that the beauty industry is built on trust, expertise and human connection.

However, we also recognise that doesn't mean you want to spend every evening, weekend and spare moment answering client enquiries.

Especially after a long day of physically demanding work.

Backly answers client enquiries on your behalf so that you don't have to be available for every question that comes through.

Your clients still belong to you. Your relationships still belong to you.

Backly isn't trying to get in the middle of that. It's there to support your business and give you your time back.

Once your account is set up, you'll receive your own unique Backly link.

This is the link you'll share wherever your clients already contact you, such as your Instagram and TikTok bio, email or auto replies.

Clients simply click the link and ask their question.

Backly then uses information from your services, policies and business information, alongside the context of the client's question, to provide a personalised answer.

Clients don't need to download an app or create an account.

And Backly doesn't take over any of your existing platforms.

No, and that's deliberate.

Backly isn't designed to replace the relationship you have with your clients or take over your conversations. There will always be situations where clients need to speak to you directly, whether that's a personal conversation, a time-sensitive issue or something very specific to their appointment.

Instead, Backly works as a link that can be placed wherever your clients already contact you, including your Instagram bio, auto responses (WhatsApp Business, email, Instagram) and more.

Most beauticians using Backly put their link in their automatic replies, however you have complete control over how Backly fits into your business.

Yes!

Backly has already answered over 1,100 client questions globally.

Clients are using Backly before booking, after booking and after their appointment.

They're asking about service recommendations, if there's anything they need to do before their appointment, aftercare questions, policy clarification, and much more.

Many of these questions contain multiple questions in one message, vague wording, typos, informal language or very little information.

Backly is already confidently handling these conversations every day.

If you'd like to see for yourself, we've included real client questions that Backly has answered on our website.

Yes and no.

When clients ask about your services, pricing, policies, or business information such as your location or working hours, Backly uses information from your Backly account.

However, clients often ask questions that aren't explicitly written on your booking site.

For example, they may ask how soon before a holiday they should book a wax, or whether they can still get a chemical peel with a new nose piercing, and much more.

Backly confidently fills in that gap.

It combines your business information with beauty-specific knowledge to answer those questions appropriately and correctly.

Yes!

Clients often know the result they want, but not necessarily the service they need to book.

Backly can guide clients towards the most suitable service, treatment or alternative based on what they're trying to achieve.

If a client asks for something you don't offer but there is a suitable alternative, Backly can suggest that instead.

If you don't offer an appropriate alternative, Backly will make that clear too.

Backly also understands add-ons, combinations, bundles and upgrades, so it won't assume something is unavailable simply because it isn't listed as a standalone service.

For example, if a particular look requires a specific add-on rather than a separate service, Backly can recognise that and guide the client accordingly.

It won't guess.

If Backly doesn't have enough information to answer confidently, it will tell the client that more information is needed and direct them to contact you.

As important as answering questions is, knowing when not to answer is equally as important.

Backly will never provide medical or clinical advice.

If a client mentions an allergic reaction, medical concern or anything requiring professional medical guidance, Backly will direct them to seek appropriate support.

Backly also doesn't handle time-sensitive decisions.

For example, if a client says they're running late, asks whether they can be squeezed in or needs a decision that only you can make, Backly will direct them to contact you directly.

Backly learns from your website/booking site including your services and policies. That means answers are based on your business rather than generic beauty advice.

Two beauticians offering similar services may receive completely different answers if their pricing, policies or processes differ.

Backly stores this information within your account, which you can access and edit at any time.

If you update information inside your Backly account, Backly immediately uses the updated information when answering questions. This includes temporary updates such as offers, time off, discounts and periods where you're not accepting new clients.

This means answers stay aligned with how your business currently operates.

Yes.

Backly stays up to date with changes to your business, the beauty industry and booking platforms.

If you update information in your Backly account, those updates are reflected immediately, and Backly keeps a record of them.

This includes things like deals, discounts, upcoming time off, and periods where you're not accepting new clients.

This means that if a client specifically asks about a previous service, offer, price or policy, Backly can understand that context and answer accordingly.

For example, if a client asks about a discount you were previously running, Backly can explain that the offer has ended. Similarly, if a client asks about a service you used to offer or a previous price, Backly can explain what's changed.

Backly won't bring up previous prices, services, offers or policies unless they're absolutely relevant to the client's question.

We also stay on top of booking platform updates and new features.

For example, when Acuity Scheduling introduced its waitlist feature, Backly was updated to understand it and direct clients towards it when appropriate, provided the feature had been enabled by the beautician.

Absolutely.

When you log in, you'll have access to a dashboard where you can see the questions clients are asking and the responses Backly is giving in real time.

You'll also be able to tell Backly whether you're happy with a response or whether you'd have answered differently.

There's also a tweak answers section where you can guide Backly on how you'd like certain types of questions handled.

For example, if there's a service you always recommend, a particular upsell you frequently suggest or a specific way you like to explain something, you can tell Backly and it will take that into account.

You remain in control and have full visibility into what's happening.

No.

We'll scan your booking site/website and set everything up for you. Here's what your account looks like once you've been set up.

However, you'll still be able to edit information inside your Backly account whenever you'd like.

If you've made significant changes to your services, pricing, policies or website, there's also a refresh button within your account so Backly can update that information in your account for you and its answers will immediately reflect your new info.

The goal is to reduce admin, not create more of it.

Accounts are set up and ready within 24 hours.

Absolutely.

Our founder, Olga, made sure that Backly is highly knowledgeable when it comes to textured and Black hair services because no beautician should feel like an afterthought.

Backly understands braids, sew-ins, silk presses, locs, wig services and much more.

Most importantly, it understands the language your clients actually use.

Small details matter.

For example, it knows the difference between HD and transparent lace, understands terms like Lagos hairline, Alicia Keys braids and loc slippage. That you and your clients likely say bundles instead of weave. It knows which words are used interchangeably such as cornrows and braiddowns. It's designed to feel natural and relevant rather than generic, performative or outdated.

Whether your clients have pin-straight hair or kinks and coils, Backly is built to support your business.

Yes.

Your information is used solely to help Backly answer questions about your business accurately.

We don't sell your information.

To find out more, please see our Privacy Policy.

No.

We don't charge commission on bookings.

We don't charge extra based on how many questions your clients ask.

We don't hide fees behind add-ons.

What you see is what you pay.

If you decide Backly isn't for you, you can cancel at any time.