INSIDE SOVA
Two sides, three deployments.
SOVA handles customer inquiries around the clock via web chat and SMS — trained on your business data, with three-tier escalation intelligence that knows when to involve your team. Full conversation history, agent takeover dashboard, and Twilio SMS built in. Monitor everything from your phone.
BOOK A DEMOPrefer email? tammy@mindpalacehypno.com
Customers get answers around the clock. After hours, weekends, holidays. Always on.
SOVA reads your knowledge base from Google Sheets — locations, pricing, policies, FAQs. Answers are specific to your operation, not generic. Real permit lookups. Real ticket searches.
Fast-track intercepts for urgent requests. Keyword flagging for sensitive topics. Graceful AI-to-human handoff with full conversation context. Your team only sees what needs a person.
Live conversation queue with takeover, bulk operations, and FAQ management. Agents see flagged conversations, step in with context, and hand back to AI when done.
Customers reach SOVA through Twilio SMS or a web chat widget on your site. Same AI, same knowledge base, same escalation rules across both channels.
JWT authentication, five-tier rate limiting, Twilio signature validation, input sanitization, and SQL injection detection. Firestore-backed conversation storage with fallback.
Google App Engine — auto-SSL, auto-scaling, zero-downtime deploys. Runs inside your own Google Cloud project.
Claude Sonnet 4.6 with tool-calling across seven lookup tools. The model can fetch permits, check account status, verify tickets — then decide whether a human needs to step in.
Google Sheets for FAQs and policies (editable by your team without redeploying). Google Cloud Firestore for conversation history with fallback if offline.
Twilio with signature verification on every inbound request. Toll-free short-code support. Outbound from a number you own.
JWT authentication with rate-limited login. Five-tier rate limiting across public and authenticated endpoints. Input sanitization and SQL injection detection on every request.
Roughly 9,900 lines across 19 files. 56+ automated tests in CI. Full conversation audit trail with a /api/health diagnostic endpoint.
Missed calls and unanswered emails
Staff interrupted by repetitive questions
Customers waiting until business hours
Conversations lost across channels
Hiring for a role a system could handle
Every inquiry answered instantly
Staff handles only what requires a human
24/7 coverage including holidays
Every conversation logged and searchable
One platform replaces a full support hire
We map your customer touchpoints, common questions, and escalation criteria.
SOVA is trained on your business — your policies, your FAQs, your tone. Escalation rules configured to your team structure.
Connect to your site and phone line. Full walkthrough for your team. Customers start getting answers immediately.
SOVA is now sold as an add-on to the larger Fabrizio Tech platforms — not as a standalone product. Pricing is set during your discovery call based on the platform you're pairing it with and your customer-support volume.
BOOK A DEMOPrefer email? tammy@mindpalacehypno.com
Each Fabrizio Tech system is licensed for the operation of your own business. Purchased systems grant a perpetual, non-transferable license to your customized instance; subscriptions grant access while active. The platform itself may not be resold, redistributed, or made publicly available in whole or in part.
A conversation about your customer volume, your team, your goals.
BOOK A DEMOPrefer email? tammy@mindpalacehypno.com