Take messages — and route urgencies correctly.
Sophie transcribes every message, summarises the intent, and routes to the right person. Real emergencies page your on-call rotation. Routine messages reach you when you\'re ready.
Most "message-taking" loses everything that matters about the message.
Voicemail captures audio. It doesn’t capture urgency.
Voicemail captures the audio and dumps it in your inbox. Answering service captures the gist and emails you a paraphrase 6 hours later. Both lose urgency context — and both make it impossible to tell which message needs you NOW vs. which can wait until Monday.
- Voicemail is unstructured5-minute audio rambles where the actual question is somewhere in the middle. Nobody listens to all of it.
- Answering services lagHuman services email you the message 4–24h later. The urgent caller has already given up.
- No urgency triageA water leak emergency and a routine "wanted to ask about pricing" arrive in the same inbox, ranked equally.
- Routing is manualOffice manager spends time forwarding messages to the right staff member. Errors happen.
Sophie transcribes, summarises, and routes — by urgency.
Real emergencies page on-call. Routine messages reach the right inbox. Everything searchable.
- 01Step 1
Capture the call
Sophie answers, has a natural conversation, captures the actual intent (not 5 minutes of rambling).
- 02Step 2
Summarise + classify
Generates a 1-line summary + full transcript + urgency classification (urgent / normal / low).
- 03Step 3
Route by urgency
Urgent → page on-call. Normal → SMS the right staff. Low → email + queue for office hours.
- 04Step 4
Confirm + follow up
Caller gets confirmation ("we'll have someone call you back within 1 hour"). Staff get the message with all context.
What Sophie does with messages
Structured message-taking, urgency-aware routing, full-context handoff — better than voicemail, faster than answering services.
Sophie has an actual back-and-forth. Captures intent, not rambling. Asks follow-ups when needed.
Full searchable transcript + 1-line summary. Staff can scan the summary, dive into the transcript if needed.
Real emergencies page your on-call rotation instantly. Routine messages route to the right inbox.
New patient inquiry → office manager. Billing question → AR. Existing patient → primary contact. Configurable per intent.
For regulated industries — Sophie respects disclosure rules + record-keeping requirements + privacy.
Staff get the message in seconds (urgent) or minutes (normal). No "answering service emails me at end of day."
Messages dashboard — Sophie summarised, urgency-triaged, and routed each one.
Illustrative — real screenshots replacing these as customers go live.
What changed at Sprintmore
90-day message-handling data after Sophie went live.
Common questions
- How does Sophie know what's urgent?
- Configurable per industry. Default urgency cues (medical emergency, water leak, after-hours emergency) can be expanded with your specific keywords. Plus sentiment + escalation signals (caller saying "this is urgent" or "emergency").
- How does paging work?
- Configurable on-call rotation. Urgent messages trigger SMS / phone call / Slack / PagerDuty page — whatever your team uses. Includes full caller context + transcript.
- What about routing across multiple staff members?
- Configurable per intent — new patient inquiries route to office manager, billing to AR, existing-patient questions to assigned staff. You set the routing matrix.
- Can Sophie call the customer back later?
- Yes — for non-urgent messages, Sophie can schedule a callback at the customer's preferred time. The right staff member gets the appointment on their calendar.
- What's the difference between this and the booking use case?
- Booking = caller wants an appointment + you make one. Messaging = caller has a question / message / urgency that doesn't fit a booking slot. Sophie does both, picks the right path per call.
Stop letting urgent calls sit in voicemail.
Sophie transcribes, triages, and routes every message — real emergencies page on-call, routine messages reach the right inbox.