24/7 On-Call
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.
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."
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.
Try Sono now
Hear Sono for yourself.
In seconds.
Drop your number and Sono will call you back right now. No form-filling, no scheduling — just a real conversation with the assistant.
Sono is calling you shortly.
Keep your phone close — you'll receive a call from Sono in the next minute or two. Answer it and have a real conversation with the assistant.
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.
Rules update from your dashboard. Changes go live on the next call.
P1 timeline
Tonight, 02:1402:14:08
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
What you get
Sono Emergency
in practice
No voicemail, no "all our agents are busy". Your line is live 24/7/365 — including holidays — without staffing a night desk.
A trained junior dispatcher escalates everything to be safe. Sono follows your rules to the letter — and never panics.
Only real P1s wake the on-call manager. Everything else is captured and routed to the morning queue — burnout drops, retention improves.
When the on-call answers, they already have the property, the apartment, the issue, and the caller's number — no callback fishing for facts.
Every call: timestamp, transcript, recording, severity, escalation path. SLA reporting and incident reviews stop requiring detective work.
Built for businesses where night calls are real
FAQ
Frequently asked
questions
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.
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.
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.
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.
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