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Sophia — Pixar-style AI customer support concierge pilot portrait
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Sophia

Customer Support

Handles inbound chat, SMS, and Facebook Messenger 24/7. Answers from your FAQ in your voice and escalates anything off-script before the customer gets frustrated.

What Sophia does

Sophia is your customer support team for every text-based channel. When a message lands in your website chat widget, an SMS comes in, or someone DMs your Facebook page, Sophia reads the full conversation history, checks your FAQ knowledge base, and writes a reply in your voice. She classifies every message into FAQ, booking, complaint, or off-script, auto-resolves the easy ones, and routes anything she shouldn't touch to you inside 60 seconds. While Mia owns the phone, Sophia owns everything that's typed.

Capabilities

Built to do this every day.

01

Reads the whole thread before replying

Sophia pulls the last 30 messages with this contact across every channel. She knows if they're a past customer, what they bought, and what tone you've used with them before.

02

Pulls answers from your FAQ knowledge base

During setup you give her 10 to 30 of your real answers to your real questions (pricing, hours, service area, scheduling, warranties). Sophia references them word-for-word when relevant and rephrases in your tone when not.

03

Classifies every message in real time

FAQ, booking question, complaint, or off-script. Each classification routes differently. FAQs get auto-replied. Bookings get handed to Mia or to your calendar. Complaints get held for owner review. Off-script gets escalated.

04

Escalates fast when she should

Anything off-script gets a one-paragraph summary SMS'd to you within a minute. You see who, what they asked, what tone they're in, and what Sophia suggests. You tap reply, she takes it from there.

05

Holds her tongue for complaints

If she detects frustration or a complaint, Sophia drafts a reply but does NOT send it. She holds it for one-tap owner approval so a small issue never becomes a public review.

06

Works across chat, SMS, and Messenger

One Wingman, three channels. The same contact who DMs your Facebook page on Tuesday and texts your business line on Friday gets a connected conversation, not two separate ones.

In the field

Real scenarios.

Late-night FAQ from a stranger

At 11:47 PM, someone messages your website chat asking 'do you guys do emergency calls on weekends and what's the trip fee?'

Sophia checks the FAQ, sees you do offer weekend emergency calls with a $189 trip fee, replies in your voice with the answer and a link to book online. She tags the contact 'sophia-faq-resolved' so you can see the chat handled itself.

"Yep, we cover weekends and after-hours. The trip fee is $189 between 8 PM and 7 AM. If it's an actual emergency right now, the fastest move is to book on the calendar here and our on-call tech will reach out within 15 minutes."

Returning customer with a complaint

Linda DMs your Facebook page: 'The tech you sent last week was rude and I'm not happy.'

Sophia reads Linda's history (she's a 3-time customer, last job was a kitchen install on May 14), drafts an apology referencing the specific tech and job, but holds the reply. She SMS's you the draft + the conversation context. You review and approve. Linda gets a personal reply 4 minutes after she sent the message.

"Linda, I'm so sorry — Tuesday's install should have ended with you smiling, not frustrated. The owner wants to call you personally about how Dave behaved. Is the next hour OK, or would tomorrow morning be easier?"

Booking question Sophia can't answer alone

A new lead texts asking 'can you guys install a tankless heater AND swap my breaker panel at the same time?'

Sophia classifies this as off-script (a multi-trade question that needs a real quote). She tags the contact 'sophia-escalated,' SMS's you with the question + lead's number + her suggestion ('worth a 5-min call back, this looks like a $4k-$6k combined job'), and replies to the lead with a holding message.

What you'll connect

Integrations

Required connections need to be wired before Sophia can fly. We'll guide you through every one during onboarding.

  • ✓

    our platform chat widget on your website

    Where website visitors talk to Sophia

  • ✓

    Phone line for inbound SMS

    Same line Mia uses (or separate if preferred)

  • +

    Facebook page + Messenger access Optional

    For FB DM handling

  • +

    Instagram page (optional) Optional

    If you want IG DMs in scope too

  • ✓

    Your FAQ knowledge base

    10 to 30 question + answer pairs in your voice

  • ✓

    Owner phone for escalations

    For the one-paragraph SMS summaries

What gets deployed

Inside the build

When your estimate is accepted, our system automatically deploys these artifacts to your Wingman dashboard. No copy-paste, no manual setup.

  • our platform chat widget configured + embedded on your website
  • Inbound conversation trigger workflow that fires Sophia on every new message
  • Two automation handlers (classify_inquiry, draft_reply) wired to your account
  • FAQ knowledge base stored as Custom Values, editable from the Hangar dashboard
  • Auto-resolve workflow for high-confidence FAQ replies
  • Owner-approval workflow for any reply tagged complaint or off-script
  • Escalation workflow that SMS's the owner with conversation summary + suggested action
  • Custom fields: sophia_topic, sophia_resolution, sophia_last_sentiment
  • Coexistence guard with Mia (exits if the conversation is a call summary, not a typed message)
  • Brand voice calibration using 3 to 5 of your real past replies

Ideal for

Any service business with a website chat widget, an active Facebook page, or an inbound SMS line. Especially shops where the owner is on a truck all day and can't watch the inbox.

FAQ

Common questions.

Does Sophia answer 100 percent of messages automatically? +

No, and that's the point. About 60 to 75 percent of inbound messages are FAQ-shaped (hours, pricing, service area, booking) and Sophia handles those without you. The rest get routed to you with full context so you can reply from your truck in 30 seconds instead of typing the whole answer.

What if she answers something wrong from the FAQ? +

Your FAQ is the source of truth. If you change the answer in your knowledge base, Sophia uses the new one on the very next message. You can also flag any sent reply 'this was off' and Sophia learns the correction.

Can Sophia handle multiple conversations at once? +

Yes, in parallel across all channels. If 8 people message at 7 PM Tuesday, all 8 get replies inside a minute. There's no queue.

How is this different from a chatbot script tree? +

Script trees pick from canned responses you wrote in advance. Sophia writes a fresh reply every time, referencing the actual conversation, the actual customer's history, and your knowledge base. The difference is the difference between IVR and a real concierge.

Will Sophia send messages I haven't seen? +

Only for messages she classifies as FAQ with high confidence, and you can toggle 'approve every reply' mode for the first 2 weeks while you build trust. Most owners flip it off after seeing the first 20 to 50 go out.

Pairs well with

Build a crew.

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Mia

Front Desk Wingman

Picks up your business line on the first ring, 24/7. Qualifies the caller with trade-specific questions and books straight onto your calendar.

Learn about Mia →
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Henry

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.

Learn about Henry →
Stella — Pixar-style AI reputation manager pilot portrait

Stella

Reputation Manager

Fires the review-request SMS at the perfect moment after every job, auto-replies to positives, and pings you in 5 minutes when a negative one lands.

Learn about Stella →

Ready to hire Sophia?

Tell us about your business and we'll send a tailored proposal with Sophia configured for your industry — within one business day.

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