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.
Capabilities
AI Receptionist
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Web chat widget on tenant subdomain (book.{slug}.workforce.mangoapps.com)
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Inbound SMS via Twilio
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Inbound voice via Twilio Media Streams (streaming ASR/TTS) Behind a separate vendor spike — gated by ai_receptionist_voice_enabled
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Pre-LLM topic gate (rejects off-scope and jailbreak attempts)
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Per-conversation token / cost guardrails
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After-hours-only mode (humans handle business hours)
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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)
Booking & Dispatch
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Online booking widget (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 tenant's coverage zones
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Customer match by phone or address
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Speed-to-Lead SLA tracking with warning + breach notifications
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One-click conversion to Field Service WorkOrder
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Routing to non-FSS verticals (Bookings, Legal Intake) v1 ships with Field Service only
Win-Back & Call Coach
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Audience builders (dormant customers, declined estimates, missed calls)
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TCPA-compliant consent + STOP-keyword handling
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AI-drafted SMS / email outreach copy
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Call Coach AI scoring (greeting / diagnosis / booking attempt / handling)
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Per-tenant suppression list
Compliance & Safety
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Two-party call recording consent (state-aware disclosure)
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TCPA opt-in / STOP / suppression workflow
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PII auto-redaction on transcripts after 90 days (configurable)
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Hallucination scan on AI responses (range-only quotes, no fabrication)
