Emergency Dispatch

03:14 · TUE · -8°C · HELSINKI

The 3 a.m. call that doesn't go to voicemail.

Sono answers in two rings, every ring — even at 3 a.m. It listens, classifies severity, pages the right person on-call, and stays on the line until they pick up.

Book a Demo Hear a real triage

P1 · Critical 03:14:22

Caller

"There's water everywhere. The pipe in 4B just burst."

Sono

"I've marked this critical. Is the water still flowing? Do you know where the shutoff is?"

Caller

"No idea. It's coming through the ceiling downstairs."

Sono

"Stay there. I'm paging Mikko, on-call plumber — ETA 22 minutes. Stay on with me."

↳ Plumber paged · ETA 22m

The problem

Most after-hours calls
aren't actually emergencies.

A pipe burst at 3am is an emergency. A dripping tap, a question about parking, a forgotten key — those just feel like one to the caller. The on-call person ends up answering all of them, all night, every night.

Sono answers the line first, separates the truly urgent from the merely annoying, and only escalates when an emergency is real — with the address, severity, and a recording already attached.

~70%

of after-hours calls

aren't real emergencies

€60+

cost per night call

in shift premiums + lost sleep

<30s

from call to triage

with Sono

P1 only

reaches the on-call

everything else queues for daytime

How it works

From call to on-call dispatch

Triage on the line. Escalation by SMS and call. Full context attached.

Step 01

Caller reaches the line

Sono picks up immediately, day or night. The caller hears a calm, professional greeting in your brand's voice.

Step 02

Triages by severity

Sono asks targeted questions to classify the issue — water, gas, no heat, lock-out, security, billing — and assigns P1, P2 or P3.

Step 03

Escalates only what matters

P1 emergencies page the on-call manager via SMS + call within 60 seconds. Everything else is logged and waits for the morning queue.

Step 04

Hands over with full context

The on-call sees the address, transcript, severity and recording before they call back — they know what they're walking into.

Triage rules

Configured by you. Enforced by Sono.

P1 Active water leak · gas smell · no heat <0°C · break-in Page on-call

P2 Lock-out · elevator stuck · loud-noise complaint SMS on-call

P3 Dripping tap · billing question · general complaint Morning queue

Rules update from your dashboard. Changes go live on the next call.

P1 timeline

Tonight, 02:14

02:14:08

Tenant calls — "water coming through ceiling"

02:14:22

Sono confirms address, photo location, severity

02:14:38

Classified P1 — water leak, active

02:14:51

On-call manager paged · transcript + recording attached

43 seconds end-to-end No staff awake yet

What you get

Sono Emergency
in practice

Always answered

No voicemail, no "all our agents are busy". Your line is live 24/7/365 — including holidays — without staffing a night desk.

Right severity, every time

A trained junior dispatcher escalates everything to be safe. Sono follows your rules to the letter — and never panics.

Sleep-protected on-call

Only real P1s wake the on-call manager. Everything else is captured and routed to the morning queue — burnout drops, retention improves.

Address & context up front

When the on-call answers, they already have the property, the apartment, the issue, and the caller's number — no callback fishing for facts.

Audit-grade logs

Every call: timestamp, transcript, recording, severity, escalation path. SLA reporting and incident reviews stop requiring detective work.

100%

night calls answered

−70%

unnecessary on-call pages

<60s

P1 to on-call manager

Built for businesses where night calls are real

Property Management Home Services Real Estate Automotive Logistics Enterprise

FAQ

Frequently asked
questions

What if Sono misclassifies a real emergency?

Sono biases towards safety. If a caller insists their issue is urgent, mentions a safety risk, or matches an escalation phrase you've defined, the call is escalated even if the rules wouldn't otherwise. You can also configure a phrase like "this is an emergency" as an absolute escalator.

Can the on-call rotation differ by night, weekend, or property?

Yes. Sono honours rotation schedules per team, per region, and per property type. If a primary on-call doesn't pick up within a configurable window, the call escalates to the secondary automatically.

How does Sono identify the property and tenant?

Sono can match the caller's number to your property database, ask for an address, or accept a property code. For property managers we usually preload the building list so Sono recognises the location instantly.

Does Sono work alongside our existing emergency contractor?

Yes. Sono can dispatch directly to a third-party emergency repair company by call, SMS, or work-order webhook — and follow up to confirm acceptance. You stay in control of who handles which class of incident.

What about callers who only speak Finnish, Swedish or English?

Sono detects the caller's language on the first sentence and continues in it. Triage rules and severity classification work identically across languages — the on-call gets a transcript translated into your team's preferred language.

Get started

Hear how a 2am call
actually plays out

In a 30-minute demo we'll show Sono triaging real-world emergencies — your rules, your on-call rotation, your escalation paths.

Book a Demo