One AI voice agent, shaped around your calls
Every Sophia service follows a clear call flow, agreed with you before launch. Choose the service that fits, or combine them.
Virtual Receptionist
Your virtual receptionist welcomes callers, finds out what they need and either answers a common question, takes a message or offers a transfer to your team during agreed hours.
How a call is handled
- 1
Welcome the caller
A friendly greeting uses your business name and introduces the virtual receptionist, then asks how it can help.
- 2
Understand the request
The caller explains why they're calling. The receptionist guides them to the right option and asks any relevant questions.
- 3
Help or pass it on
It answers using information you've approved, collects details for your team, or offers a staff transfer where agreed.
- 4
Explain what happens next
Before ending, it explains the next step and any agreed response time. Messages are emailed to your nominated team.
Call options
A starting point. Options can be kept, removed, renamed or added to suit your business.
| New order or sales enquiry | Take contact details and pass the request to your team to follow up, complete the order and arrange payment. |
|---|---|
| Existing order enquiry | Take the caller's details, any customer or order reference and their question, so your team can investigate and respond. |
| General questions | Answer approved questions about your business, such as opening hours, delivery or returns. If the answer isn't available, offer to pass the enquiry to your team. |
| Catalogue or information request | Capture contact or postal details and send the request to your team for fulfilment. |
| Mailing preferences | Record the caller's requested changes to communications and pass them to your team to action. |
| Speak to a person | Offer a transfer during agreed hours. Outside those hours, offer to take a message for a callback. |
Details collected
The caller's name, contact number and reason for calling. It can also ask for an email address, postal address, customer or order reference, or other details relevant to the request. A simple question answered during the call doesn't normally need contact details.
Where possible, it offers to use the number the caller is ringing from, and confirms an alternative if needed.
What your team receives
An email with the type of enquiry, the details collected and a short call summary, plus the number called, call duration and an indication of the caller's sentiment (positive, neutral or negative).
Calls resolved with a common answer, or successfully transferred, don't normally create a message email.
Other situations
- Outside opening hours: takes a message and explains when the caller can expect a response, using your agreed hours and holiday arrangements.
- Unknown answer or unavailable staff: offers a message for follow-up.
- Caller hangs up early: an incomplete-call email can be sent with the information available.
Booking Agent
The Booking Agent welcomes callers, collects their details and understands the service they want to book, then sends the request directly to your business system, such as a CRM, for your team to manage.
How a call is handled
- 1
Welcome the caller
A friendly greeting uses your business name, introduces the virtual Booking Agent and asks how it can help.
- 2
Understand the request
It establishes whether the caller wants to book a service, ask a general question or speak to a person.
- 3
Collect and check
It collects the customer's details first, then what they want booked. It reads back the key details and allows corrections.
- 4
Send and explain
It sends the information to your system and explains whether the request has been received for follow-up or a booking confirmed.
Call options
| Book a service | Collect the customer's details and a description of the service required, with any relevant preferences. Send the booking request to your system for processing. |
|---|---|
| General questions | Answer approved questions about your services, opening hours or how booking works. If the answer isn't available, offer staff assistance or capture an enquiry for follow-up. |
| Speak to a person | Offer a transfer to your team during agreed hours. If staff are unavailable, offer to capture a callback request. |
Details collected
The starting point is the customer's name, contact number and a clear explanation of the service they want. Where relevant, it can also ask for an email address, customer reference, service location, preferred date or time and any special requirements.
A preferred date or time is recorded as a request unless your system confirms an available appointment.
How requests reach your team
Through a direct connection to your system (an API), not as an enquiry email. Your team receives the customer details, requested service, preferences and a short summary in the agreed place in your CRM or booking system.
If you want Sophia to check availability and confirm appointments during the call, we agree this based on what your system supports. A booking is only described as confirmed once your system confirms it, and a reference can be read out if one is returned.
Other situations
- Outside opening hours: keeps taking booking requests and explains your agreed response times.
- Unknown answer or failed transfer: offers to capture an enquiry or callback request.
- Your system is unavailable: explains the request couldn't be confirmed as received and follows an agreed fallback, such as a staff transfer.
- Caller hangs up early: we agree whether to keep an incomplete request. It's never treated as a confirmed booking.
Order tracking (WISMO)
WISMO stands for "Where is my order?" It's a virtual telephone assistant that helps customers check an existing order, explains the latest recorded status in plain English and connects the caller to your team when they need more help.
Straightforward updates
Customers get an order update without waiting for a person.
Fewer routine calls
Helps reduce order-status calls handled by your staff.
More time for your team
Leaves staff free for enquiries that need personal attention.
Always a route to a person
When an automated answer isn't enough, callers are transferred.
How a call is handled
- 1
Welcome the caller
A greeting in your business name explains that the assistant can help check an order.
- 2
Find the right order
It asks for an order reference and agreed details to verify the caller, or tries a customer number or postcode.
- 3
Check the latest information
It pulls information from your live CRM through API calls.
- 4
Explain the update
A clear answer, such as whether the order is being processed or has been dispatched.
- 5
Check for more help
Another order, or a further issue? It offers a transfer to your defined agent or queue.
What customers can ask
| Where is my order? | Explain the latest order status available in your records. |
|---|---|
| Has it been dispatched? | Confirm whether dispatch is recorded and give the dispatch date where available. |
| When should it arrive? | Explain any available delivery estimate or agreed delivery timescale. If the information is missing, offer a transfer. |
| Can you check another order? | Help the caller check another existing order, using the relevant details. |
| I have another issue or want a person | Transfer the caller to your defined agent or queue, with their agreement. |
When a person takes over
Unresolved delivery concerns, complaints, requests to change or cancel an order, or difficulty finding the order are passed to the agent or queue you choose, during the hours you set. Callers don't need to finish the automated journey before asking for a person.
Clear answers from your records
The service shares the information available in your records. A dispatch update doesn't necessarily show where a parcel is now or guarantee its arrival date. When information is missing or your system can't be reached, the assistant says so and offers staff support where available.
What we agree with you
- Your business name and greeting
- The details customers give to find and verify an order
- The order and delivery wording used
- The API specification: what your CRM provides and how it's accessed
- Transfer destination, hours and the fallback when staff are unavailable
Tailored demonstrations by industry
Rather than one generic bot, each industry gets its own demonstration, so you can hear Sophia handle calls like yours.
Restaurants
Reservations, private dining and event enquiries, with party size and dietary needs captured.
Try this demoProfessional services
Reception for accountants, solicitors and consultancies: new enquiries, messages and transfers.
Try this demoTrades and home services
Service bookings and call-outs with the job location and preferred time.
Try this demoHealthcare administration
Appointment requests and practice administration. No clinical advice is given.
Try this demoCustomer support
Existing order enquiries, returns questions and routing to the right team.
Try this demoNot sure which service fits?
Tell us about your calls and we'll recommend a starting point, or build your own service and get a quote.