It’s 1:41 p.m. on a Sunday, and M&M Skylights’ office is closed. A potential customer, Susan, calls anyway. Within minutes, her phone buzzes back: Quo’s AI agent, Sona, is already texting her to gather her name, address, and the work she’d like done. By the time the office reopens Monday, her request is already logged and ready for the team. A week and a half later, it’s a sold, installed job.
M&M Skylights runs two skylight installation businesses, one in the Northeast and one in Florida. The busy season in New England runs from spring through fall, while Florida slows down when the summer heat sets in. Owner Scott Geddis has been using Quo since 2022 and has used Sona for lead capture since before its public launch. By his own count, the business fields 800 to 1,000 leads a year Those split about evenly between calls and website form fills, and a front office of just two people handles them.
Their team has to decide in real time which calls need attention right away. At M&M Skylights, Sona for lead capture works as a triage layer. No leads get lost, and urgent issues reach the right person — all without hiring anyone new to watch the phones.
Here’s how Sona helps the team decide what’s urgent, answers before a competitor does, and reaches everyone on the team, from the sales rep to the executive assistant.
1. Sort hot leads from routine repairs
Scott runs two skylight businesses in different parts of the country with a small team split across sales, project coordination, and admin. Even during business hours, only 60% to 70% of calls are answered live. Staff are often on another call or away from their desk the rest of the time. Every call or text still has to be sorted quickly to determine whether it’s urgent, routine, or something that can wait until Monday.
Sona for lead capture over SMS lets them see a plain-language summary of what each caller needs and how time-sensitive it is.
“Sona’s summary lets us triage so we know if we need to wait till Monday, or get in there immediately,” said Scott.
Take Terry, who left a voicemail about buying a house in October and wants two skylights. M&M could tell right away she was a hot lead based on the text conversation with Sona and moved her to the top of the list. The project later grew to three skylights plus sun tunnels once the team went out and quoted it.
Compare that to Nazar, whose skylight remote and one of its opening knobs had stopped working. He called, but no one answered. Sona followed up by text because a missed call is one of its two trigger events, along with a first-time inbound message. Nazar wasn’t an existing customer, and nothing was leaking or damaged, so his request could wait.
How to set up Sona for lead capture in Quo
- Go to Sona, Messaging (Beta), open the Train tab, and click Train Sona. Share your website or describe your business if your website doesn’t cover everything.
- Train Sona on your service areas so it can flag leads outside your usual range without disqualifying them.
- Review the Knowledge doc, then publish it; this is what every conversation is tailored against.
- Set your consent and AI disclosure preferences in the Manage tab.
- In the Activate tab, test Sona with a sample conversation first, then confirm the inbox and click Activate.
- Once activated, a missed call or a first-time text triggers Sona automatically. You can watch the conversation live and step in at any time.
2. Qualify leads outside working hours
Before Sona for lead capture, a missed call outside business hours — whether that’s late on a weekday or on a Sunday — could mean no callback until the office reopened. That’s the situation Susan’s Sunday call would’ve created before Sona. Without a fast follow-up, that job likely would’ve gone to the business that responded first.
“A lot of the time it’s not about who’s best; it’s about who picks up the phone and who can get there,” said Scott.
Once Sona’s active, a missed call or first-time text outside business hours triggers it automatically, any hour, any day.
3. Let the whole team see it
M&M’s call tree routes callers through a phone menu: Press 1 for new leads or quotes, 2 for the project coordination team for existing project work, or 3 for the admin team for everything else. Each option rings more than one person, so coverage doesn’t depend on any single team member.
If no one answers live, Sona for lead capture steps in and follows up by text. Whichever option the caller picked, when Sona hands off that conversation, it tags the entire inbox: Scott himself, production manager Timmy, sales rep Kevin, inside sales rep Brandon, the project coordinator, and executive assistant Sue all get automatically notified.
Scott was at the lake with his kids on vacation when a notification came through: someone from the city’s building department needed to talk to him about a permit M&M Skylights had forgotten to pull. It wasn’t a lead, or even a call he’d taken personally. But because the whole team shares that visibility, Scott saw the notification before his executive assistant even had to escalate it.
“My sales rep Kevin saw it and thought, ‘Not my problem, moving on,’” said Scott. “Other team members saw it and knew immediately they needed to act.”
How to set up a phone menu
- In Settings, go to Phone numbers.
- Select the number you wish to add a phone menu to.
- Enable business hours if you haven’t already, then go to Call flow and click Edit call flow to open the call flow builder.
- Drag in the Phone menu step and place it after a Business hours condition so calls reach the phone menu first, either during or after business hours.
- Add a greeting by uploading an audio file, recording one, or using text-to-speech.
- Click Add keypad option for each choice you want callers to have.
- Include a voice-triggered keyword option that callers can say to select a specific menu option.
- Set a destination for each option, such as ring users on your team, Sona, voicemail, play an audio recording, or a forwarding number. By default, the call flow builder will add a ring user step. However, you can Replace step from the right-hand menu to choose an alternate routing choice.
💡 Make sure everyone who should see a handoff is a member of that inbox. Sona tags the whole inbox, not just one person.
You can also enable push notifications based on whether you’re accessing Quo from your computer or smartphone.
The team hasn’t grown, but the volume Sona covers has. Sona now handles roughly 80 leads a month across two states — the equivalent of two or three additional hires, by Scott’s estimate.
Hear Scott talk through all of this himself: watch the Sona for lead capture customer webinar. Or skip ahead and turn on Sona for lead capture; it’s free on every plan right now as part of our beta.
