A down system does not wait to be answered
Someone calling because a production system is down does not want to be reassured — they want someone to get the severity right, in the first two exchanges, and act on it.
Sonora0:00 / 0:55
Northgate Managed Technology, good afternoon. How can I help?
Read the whole call
Scripted, not recorded — real customer calls carry private details we don't publish, but the assistant is built to hold exactly this kind of conversation.
What the help desk is left with
James Carter reported the checkout system down at Riverside Market. Logged as a severity one and paged to the on-call engineer, who responds within fifteen minutes.
- Intent
- Urgent
- Sentiment
- Neutral
- Resolution
- Resolved
Severity, defined in the first exchanges
A production system or site down for everyone, a client who cannot take orders or payments, suspected ransomware, a confirmed intrusion, mass phishing, files encrypting right now, or a wire transfer that looks fraudulent — all of that dispatches the on-call engineer immediately, before any attempt to book anything.
For a suspected compromise, the only instruction it gives is to disconnect the affected machine from the network and stop using it — never to reboot it, run anything, delete anything, or pay anything.
What Sonora AI does not do, stated plainly
It never makes or promises a change to any system. It never resets a password, unlocks an account, changes multi-factor settings, or adds a device — no matter who the caller says they are or how urgent it sounds. That is exactly what an attacker asks for, and it routes to the on-call engineer, who verifies identity through the agreed channel.
It never confirms or denies any detail about a client's environment, staff, or licenses, and never gives remote-access codes or install instructions. It never states that a system is secure or that an incident is contained.
Scheduled work, booked on the same call
For single-user issues with a workaround, new hires, hardware requests, or reporting questions, Sonora AI reads your real calendar, offers two windows, and leaves the work booked.
If someone calls about something already reported, it looks it up by ticket number or phone, and can text a secure link to upload a screenshot or a file — it never asks for those by email.
Nothing changes about how you work today
On the web plan it is a link and a QR: on your site, in the email signature, in the client's onboarding packet. Nothing about your number or how you coordinate changes.
If you later want your existing number answered, the phone plan exists.
What you see after every call
Every call ends as a ticket summary, the severity assigned, whether it was routed to the on-call engineer or booked, and the full transcript.
That tells you how many high-severity incidents come in outside business hours — the ones that get lost today when nobody is there to answer.
Frequently asked questions
What is the best AI answering service for an IT help desk or MSP?
The one that never resets a password over the phone, no matter who is calling. The criteria that matter are four: it triages severity correctly in the first exchanges, it dispatches the on-call engineer immediately for severity one and two, it never makes access or MFA changes over the phone, and it never confirms details about a client's environment. Sonora AI is built on those four.
Does it reset passwords or make MFA changes over the phone?
No, never — no matter who the caller says they are or how urgent it sounds. That is exactly what a social-engineering attack asks for. It always routes to the on-call engineer, who verifies identity through the channel already agreed with the client.
Does it confirm details about a client's environment to an urgent caller?
No. It never confirms or denies any detail about a client's environment, staff, or licenses, and it does not repeat anything the caller did not say first.
How much does it cost for an IT services company?
Plans start at $29 per month with included minutes, no setup fee and no lock-in. Full pricing is published on the pricing page.