AI Front Office
AI receptionist, online booking, dispatcher routing, and B2C win-back for service businesses.
MangoApps
Overview
AI Front Office handles inbound chat, SMS, and voice from customers of service businesses (a homeowner calling a plumbing co, a customer booking a salon appointment). The AI receptionist qualifies the request, books an appointment, and hands the booked work to the operations system (Field Service Suite, Bookings, etc.). Includes Speed-to-Lead SLA tracking, online booking widget on a dedicated tenant subdomain, dispatcher review queue, B2C win-back campaigns with TCPA-compliant consent handling, and Call Coach AI scoring. Distinct from Mango GTM (which is the B2B SaaS sales funnel for the tenant business itself); AI Front Office is the B2C front desk for the tenant business's own customers.
An AI receptionist that answers web chat and SMS, turns conversations into scored booking requests, and keeps dispatchers in control with shadow and approval modes.
Highlights
Capabilities
AI Receptionist
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Public web chat widget on the tenant subdomain and dedicated book.{slug}.workforce.mangoapps.com host
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Embeddable iframe widget for the tenant's own website (embed key + origin allowlist)
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Inbound SMS receptionist via Twilio
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Pre-LLM topic gate that rejects off-scope questions and jailbreak attempts before spending a token
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Answers common questions from your own knowledge base (help articles tagged to the app)
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Brandable widget — your logo, colors, welcome message, and submit-button label
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Bilingual English + Spanish auto-detect (opt-in)
Receptionist Modes & Safety
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After-hours-only mode (humans handle business hours; AI engages outside them)
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Shadow mode (logs everything; BookingRequests hidden from dispatchers)
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Dispatcher-approves-all mode (manual review of every booking)
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Sentiment-based auto-escalation on sustained visitor frustration
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Human takeover — dispatcher replies into an escalated web-chat / SMS thread
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Instant dispatcher alert the moment the AI escalates a conversation to a human
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Admin Playground (preview chat on the real agent + tools; side effects stubbed)
Booking & Dispatch
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Online booking widget (static form, no AI conversation required)
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BookingRequest with confidence scoring + auto-book eligibility
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Dispatcher routing rules (service-type / zip / urgency)
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Service-area validation against the tenant's coverage zones
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Capacity-aware booking against the day's committed Field Service job load (opt-in)
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Auto-match a booking to an existing customer by phone, email, or address (auto-creates one when new)
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One-click conversion to a Field Service work order (or ServiceTitan Job)
Speed-to-Lead & Autonomous Follow-up
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Speed-to-Lead SLA tracking with warning + breach alerts (business-hours-aware clock)
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AI first-touch backstop (SMS or voice) when no human responds by the SLA warning threshold
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Missed-call text-back when an inbound call ends unanswered
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Booking confirmation / decline SMS to the customer
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Urgent-booking mobile push to dispatchers the moment an emergency job lands
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Post-job thank-you text on work-order completion, with an optional review request
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External lead webhook (POST /ai_front_office/leads, key-authenticated)
Win-Back & Call Coach
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Audience builders (dormant customers, declined estimates, missed calls)
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AI-drafted SMS / email win-back outreach copy
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Win-back campaign lifecycle (create / launch / pause / archive)
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Call Coach AI scoring (greeting / diagnosis / booking attempt / objection handling)
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Call Coach rubric authoring + AI-generated practice drills
Compliance & Safety
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TCPA consent audit trail + STOP-keyword opt-out with suppression list re-checked at send time
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Outbound-voice quiet-hours window (tenant-local, TCPA)
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Per-phone outbound-call rate caps across all trigger kinds
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Hallucination scan on AI responses (range-only quotes, no fabricated prices)
Reporting & Insights
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Front-office analytics dashboard (booking rate, AI-resolution rate, escalation rate) with CSV / PDF export
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Owner daily digest email — what the AI answered and booked yesterday (opt-in)
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Win-back campaign analytics — messages sent, jobs booked, and estimated spend
Limits & Specs
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Default Speed-to-Lead SLA: 5 minutes (admin-configurable)
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Max LLM tokens per conversation: 50,000 — agent escalates on cap
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Per-voice-call cost cap: 200¢ (admin-configurable)
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Minimum geocode confidence for auto-book: 0.85
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Channels: Web chat, SMS (Twilio), voice (Vapi), embed iframe, REST API
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Pricing: Pay-as-you-go, metered per active front desk (no license required)
Use cases
FAQ
Web chat and inbound SMS work out of the box. Phone voice (a Vapi assistant on your mapped number) and in-widget WebRTC voice are off by default — they're gated behind ai_receptionist_voice_enabled and ai_receptionist_web_voice_enabled respectively and require Vapi provisioning plus a mapped phone number or web channel.
Shadow mode is on by default. The AI receptionist runs and logs every conversation, but the BookingRequests it creates stay hidden from dispatchers so you can evaluate answer quality before going live.
On by default, it lets your humans handle business-hours contacts while the AI receptionist only engages outside your configured business hours — so it augments the front office instead of replacing it.
Set a lead webhook key in settings and POST leads to /ai_front_office/leads (site forms, Zapier, lead-form bridges). They land in the dispatcher queue with the Speed-to-Lead clock running. A blank key disables the webhook (fail-closed).
Yes. With servicetitan_sync_enabled and a connected ServiceTitan integration, approved bookings push to ServiceTitan as Jobs instead of creating Field Service Suite work orders (the two conversion paths are mutually exclusive). Without ServiceTitan, an approved booking converts to a Field Service Suite work order in one click.
It's pay-as-you-go with no license decision and no floor — it's available to every tenant and billed per active front desk, annually. Bands are $99/desk/mo for the first 5 desks, $79 for 6–25, and $59 beyond that. Zero front desks costs $0, so you only pay once a desk is live.
AI Front Office is the external front desk for a service business's own customers — a homeowner booking a plumber, a caller asking to schedule an appointment — turning inbound chat, SMS, and voice into booked work orders. Service Desk is the internal IT help desk for your own employees (ticketing, knowledge base, SLA tracking). Different audiences, different jobs; you can run both.
Yes. Win-back and outbound messages check a consent/suppression list that is re-verified at send time (the list can change between enrollment and send), honor STOP-keyword opt-outs, and respect a tenant-local quiet-hours window (default 21:00–08:00). Outbound voice adds a per-phone attempt cap (default 3) across all trigger kinds inside a rolling window (default 7 days).
There's a hard cap of 50,000 LLM tokens per conversation and a per-voice-call cost cap (default 200¢, admin-configurable) — hit either and the agent escalates to a dispatcher instead of burning more. A pre-LLM topic gate rejects off-scope and jailbreak prompts before spending a token, and a hallucination scan keeps AI replies to range-only quotes with no fabricated prices.
