Answer chat messages instantly
Reply within seconds to every website chat that comes in.
Wingman Concierge
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.
On the job
Just a glimpse of what Sophia handles.
Sophia turns every inbound message into a fast, on-brand reply, day or night.
Instead of customers waiting hours for a chat reply or scrolling through your DMs unread, every message gets answered in seconds with the right info from your knowledge base.
Your team focuses on the work that actually pays. Sophia handles answering questions, looking up info, and escalating when something needs you.
Respond to inbound texts
Match your business voice on every reply to your SMS line.
Handle Facebook Messenger
Pick up Messenger DMs and reply in your shop's voice.
Reply to Instagram DMs
Answer IG direct messages alongside your other channels.
Read from your FAQ
Pull the right answer from your trained knowledge base.
Quote business hours
Tell anyone asking when you're open and when you're closed.
Share starting pricing
Quote a starting price when the customer asks.
Share your address
Send your shop location to anyone asking where you are.
Offer next available slot
Look at your calendar and offer a real opening.
Send your booking link
Drop the booking link when the conversation gets to scheduling.
Suggest a call instead
Offer to call when the question is too complex to type.
Escalate to the owner
Hand off to you with a one-line summary when she's stuck.
Recognize repeat customers
Greet returning customers by name and last service.
Pull contact history
Read prior conversations before replying.
Tag conversations by intent
Label every thread by topic so it routes correctly.
Flag complaint messages
Detect frustration and escalate before it gets worse.
Spot satisfied customers
Notice happy comments and tag them for review requests.
Reply in the customer's language
Match Spanish or whatever language they opened with.
Read attached photos
Look at the image the customer sent before replying.
Capture email for follow-up
Ask for an email when long-form follow-up makes sense.
Filter spam DMs
Recognize and ignore obvious bot or solicitation messages.
Quote prior messages
Reference what was said earlier so the thread stays coherent.
Confirm bookings via chat
Confirm appointment details over the same channel.
Reschedule via chat
Move appointments without forcing a phone call.
Sound warm and human
Use natural language tuned to your brand voice samples.
Capture intake details
Gather the answers you need before booking.
Sign off in brand voice
End every thread with your shop's sign-off line.
Detect upsell openings
Note when a question hints at a bigger job.
Walk through services
Walk customers through the services you offer.
Quote warranty terms
Surface your guarantee window when it comes up.
Notify owner of urgent issues
Ping your phone when something needs you now.
Send your one-pager
Drop your service brochure when the customer wants more detail.
Create contacts from chat
Add new chat visitors to your CRM with full context.
Verify email on file
Confirm the customer's email is current and correct.
Pass numbers to dispatch
Hand validated phone numbers to your dispatch board.
Manage concurrent chats
Handle multiple conversations without dropping the thread.
Apologize when things go wrong
Own the issue, log it, and route it to you.
Run intake checklists
Step the customer through a structured intake when it fits.
Cover after-hours messages
Stay live overnight so no message waits till morning.
Recap the day to you
Summarize the day's chat volume and themes by 6 PM.
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.
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 →
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
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.