Operations & Scheduling
The back-office work that runs the business. Phoenix dispatches your crew, Henry owns the calendar and confirmations, and Riley watches the market — so the day runs itself.
Phoenix
Flight Director
Operations Lead
Routes inbound jobs to the right tech by skill, zone, and current load. Health-checks every Wingman + workflow and gives you a daily ops briefing on what's broken.
View Phoenix's full profilePhoenix is the operations layer most growing service shops are missing. When a qualified lead lands, Phoenix picks the best-fit tech using skills, zones, and current load, then assigns the job and SMS's the tech with the details. He runs a daily health check on every Wingman + workflow in your account, so if Mia's not picking up or Charlotte's campaign threw an error, you know about it before customers do. Each morning your inbox gets an ops briefing with jobs booked, jobs completed, missed calls, stuck deals, and any anomalies worth a look.
Skill + zone + load routing
Phoenix knows which tech is qualified for which job type (gas vs electric, drain vs install), which zones each tech covers, and how loaded each tech is today. When a Qualified lead lands, he picks the right tech in under 5 seconds and SMS's them.
Daily workflow health checks
Every night at 11 PM, Phoenix scans every installed Wingman workflow. He looks for contacts stuck mid-workflow, workflows that fired errors, drops in expected fire rates, and any anomaly. If something's broken, you get an SMS before the customer notices.
Daily 7 AM owner briefing
Jobs booked yesterday, jobs completed, missed calls, stuck deals (3+ days no touch), anomalies (sudden drops or spikes). All in 6 to 8 bullets. Read time under 2 minutes. Coffee in hand.
Weekly team performance report
Sunday 6 PM email with jobs-per-tech, average job duration, customer satisfaction by tech (from Stella's review tagging), and the one bottleneck Phoenix recommends fixing this week.
Anomaly detection and escalation
Phoenix tracks the baseline (missed calls per day, booking rate per lead, average reply time on chat) and alerts you when something deviates more than 30 percent. 'Booking rate dropped from 38 percent to 19 percent yesterday — Sophia might be misclassifying.' Action item, not just a chart.
Cross-Wingman coordination
If Harper hands off to Mia, or Mia hands off to Henry, or Henry hands off to Harper, Phoenix watches the handoffs and flags any breaks. The whole crew works as a unit, not 10 separate Wingmen.
Henry
Right Hand
Virtual Assistant
Confirms every appointment 24 hours out, parses reschedule replies into calendar slots, and drops a daily task briefing in your inbox at 7 AM.
View Henry's full profileHenry is the right hand most owners can't afford to hire. He sends a personal 24-hour confirmation SMS for every appointment, reading the customer's tone from past messages so it sounds like you wrote it. When the customer texts back 'can we do Thursday instead?' Henry parses the request against your calendar and either books the new slot, offers alternatives, or kicks it to you if it's a real puzzle. He sends pre-job prep messages 12 hours out, runs a no-show nudge if the customer doesn't appear, and lands a daily ops briefing in your inbox at 7 AM so you start the day knowing what's ahead.
Personal 24-hour confirmations
Not 'You have an appointment tomorrow at 8 AM.' Instead: 'Hey Sarah, just confirming Mike's coming by tomorrow at 8 AM for the kitchen faucet swap. Reply YES to confirm or text us a time that works better.' Tone matches your past messages with this contact.
Reschedule parsing in plain English
When someone replies 'can we push it to Thursday morning?' Henry parses the intent, checks your calendar for Thursday morning slots, books one, and confirms. If there's no slot, he offers 2 to 3 alternatives. If the request is ambiguous, he kicks it to you with the conversation context.
Pre-job prep messages
12 hours before the appointment, Henry sends a 'what to expect' SMS. For a plumbing job: 'Mike will arrive between 7:45 and 8:15 AM. He'll need access to your kitchen and the water shutoff. Total job time about 90 min.' Sets expectations so the tech walks into a prepped customer.
No-show recovery
30 minutes after the appointment time with no completion logged, Henry fires a no-show nudge. 'Hey Sarah, Mike's at your door but no one's answering. Should he wait or do we need to reschedule?' If no reply in 15 min, escalates to you.
Daily 7 AM ops briefing
Every morning at 7 AM your inbox gets a 5-bullet briefing: today's appointments, tomorrow's prep needs, any confirmations still pending, any stuck deals worth a touch, and Henry's recommended priority. 90 seconds to read before you grab coffee.
Unstructured-to-structured data entry
Voicemail transcript or rambling customer email gets parsed into structured contact updates (new address, new phone, new preference). Henry suggests the updates, you approve in one tap, the contact gets cleaned up.
Riley
Lookout
Market Analyst
Weekly intel briefings on what's working, what's broken, and what to do about it. Real-time anomaly alerts when something deviates from your baseline.
View Riley's full profileRiley reads your whole business every week and writes you a briefing that tells you what you'd never spot yourself. Booking patterns by day and hour. Reactivation revenue trends. Which Wingman is converting and which is drifting. Competitor pricing shifts in your service area. Each Monday at 7 AM you get a focused email with 3 to 5 specific recommendations, not a wall of numbers. Riley also watches in real time and SMS's you when something jumps the baseline (a 4x spike in missed calls, a 30 percent drop in booking rate, a new competitor showing up in local search).
Monday morning intel briefing
Every Monday 7 AM local, a focused email lands. Booking trends week-over-week. Revenue by channel. Conversion drift. 3 to 5 specific recommendations with the reasoning. Not a chart dump. A briefing.
Real-time anomaly SMS alerts
Riley tracks your baseline (missed calls per day, booking rate, response time on chat, review velocity). When something deviates more than 30 percent for more than 2 hours, you get an SMS with the data + the suggested action.
Booking pattern detection
Riley finds the patterns owners miss. 'You're losing 4 calls per Monday between 6 and 7 PM.' 'Tuesday afternoon bookings convert 2.3x better than Friday afternoon.' 'Customers from Northgate book larger jobs.' Each pattern comes with a suggested move.
Competitor research scans
Periodic competitor pricing + positioning + GBP review scans in your service area. You see who's gaining reviews, who's pricing aggressively, and who's drifted off the map. Actionable, not just observational.
Wingman performance trending
Each Wingman gets a weekly trendline on fire rate + conversion + customer sentiment. If Harper's chase conversion slips 3 weeks in a row, Riley flags it with the likely cause (often a brand voice drift or a specific message step that's underperforming).
Plain-English recommendations
Riley's recs sound like a smart cousin who runs a similar business, not a McKinsey deck. 'Hire a second tech for Tuesday-Thursday — you're losing 6 to 8 bookings a week to Mike being full.' Specific, dollarized, actionable.
Operations & Scheduling is one of six areas your crew covers. Get started.
If your wingman doesn't book you 3 jobs in 14 days, we'll cancel for you personally.