X18 + Pabau: connecting cosmetic-clinic appointments to post-result review velocity
Pabau is one of the most-used clinic management platforms among independent cosmetic clinics globally. The X18 integration uses Pabau's appointment-and-treatment-type data to time the review ask to the post-result emotional peak, per service.
What flows between Pabau and X18
- Client first name (personalised message wording)
- Client mobile number (SMS destination)
- Appointment timestamp (post-visit timing baseline)
- Treatment type code (drives the post-result window — injectables vs laser vs surgical vs facials)
- Practitioner ID (apparent-sender identity matches the doctor/nurse the client saw)
Photos, consent forms, treatment notes, financial records, and clinical history are not pulled. The integration sits in the appointment-and-billing layer of Pabau and doesn't access client treatment records.
Service-mix timing
Cosmetic timing is unique among service businesses — the emotional peak is the result, not the appointment. The integration maps Pabau's treatment-type codes to post-result windows:
- Injectables (Botox / filler) → 10–14 day ask. Filler settled, client has seen result in different mirrors and lighting.
- Laser / IPL → 3–6 week ask depending on protocol. Skin recovery and visible improvement window.
- Skin treatments / facials → 5–7 day ask. Skin response is immediate, glow has confirmed.
- Surgical procedures → 8–12 week ask. Swelling resolved, scarring matured, result is meaningful.
- Consultation-only visits → excluded by default; ask happens after the treatment visit.
The engine learns the optimal window per service over the first 30 days of velocity data, so the timing fine-tunes to your specific protocols.
Multi-service visits
When a client books multiple services in one visit (common in cosmetic — filler + skin treatment, for example), the ask routes to the longest-window treatment in the visit. This way the client has time for all results to settle before being asked. A client booking filler + laser would be asked at the laser window (3–6 weeks), not the filler window (10–14 days).
Privacy posture for cosmetic-sensitive data
Cosmetic is a high-sensitivity category — clients often don't want their treatment publicly associated with them by name. The integration is built around that:
- Client first name only in messaging (no surname).
- Treatment type stays internal to the timing logic — never appears in the review-request message.
- The review request asks for a review of the clinic, not the specific treatment.
- Per-client opt-out is one click; per-treatment-type exclusions configurable.
Setup timeline
- Days 1–3: Pabau API credentials, treatment-type mapping, message templates.
- Days 4–7: service-mix windows configured, exclusions applied.
- Days 8–14: shadow-mode review, then live activation.
On Pabau? Let's wire it up.
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Leeor Meirovitz
Leeor's spent the last few years inside hundreds of independent vet clinics across the AU, NZ, UK, US, CA, TH, and PH markets — what actually moves Google ranking, what corporate chains can't replicate at the per-location level, and how the silent 99% of happy clients become the practice's loudest reviewers. He writes the way he talks at strategy calls: friendly, specific, and slightly opinionated.