Synova Connect

A use-case library for the whole front office.

Browse 44 workflows Synova runs across the front office, from one-click refund buttons on tickets to missed-call text-back, review requests, and bilingual answering. Every workflow is assembled from the same blocks: fields on tickets and contacts, sequences that react when they change, and an AI that talks on every channel.

Ticket buttons & field automations

Add a field to any ticket and let flipping it run the work. Your team makes the decision, Synova does the follow-through.

  • One-click refund button — Add a Refund initiated field to support tickets. When your agent flips it to Yes, Synova triggers the refund through your payment processor, emails the customer a confirmation, and closes the ticket.
  • Escalation button — A Manager review field on tickets that, when flipped, briefs the right manager with the full history and tells the customer help is on the way.
  • Approval status automation — When an Application status field moves to Approved, the applicant gets a congratulations email with the paperwork, and a booked next step without anyone touching a phone.
  • Dispatch confirmation field — Set Technician dispatched to Yes and the customer gets the ETA email, the day-of reminder, and the after-visit follow-up automatically.
  • Cancellation approval workflow — When a cancellation is approved on a ticket, the customer gets written confirmation, the record updates everywhere, and a win-back check-in schedules itself for later.
  • Resolution follow-up — Closing a ticket asks the question most teams skip: did we actually fix it? Happy answers get a review invite, unhappy ones reopen the ticket.
  • VIP flag routing — Mark a contact VIP once and every future call, text, and ticket from them gets priority treatment automatically.

Missed calls & after-hours coverage

Answer what rings, rescue what does not, and keep nights, weekends, and holidays covered.

  • Missed-call text back — Every call you miss gets a text within seconds that answers the question or books the appointment before the caller dials a competitor.
  • Voicemail to ticket — Voicemails become transcribed, assigned tickets instead of a red light nobody checks.
  • After-hours emergency triage — At 2am the AI answers, separates a burst pipe from a noise complaint, and wakes the on-call person only when your rules say to.
  • Overflow call answering — When every line is busy, the AI catches the bounce, helps the caller, and hands your team a clean summary instead of a missed-call log.
  • Holiday and weekend coverage — Closures stop meaning silence. The AI runs the phones on holidays with your hours, your policies, and your booking calendar.
  • Spam and solicitor screening — The AI answers every call so your team only hears about the ones that matter. Solicitors get a polite no, customers get through.

Speed to lead

Reach new leads while they are still on your website, and follow up like your best rep every time.

  • Web chat to booked appointment — The website chat answers real questions from your knowledge base and converts visitors into booked appointments without a form in sight.
  • New lead welcome sequence — Every new contact gets the same disciplined first 48 hours: an immediate welcome email, a qualifying email within the hour, an email recap, and a booked next step.
  • Quote follow-up sequence — Sent quotes stop dying in inboxes. A timed cadence of emails runs until the customer decides, one way or the other.
  • Ad lead qualification — Leads from ad campaigns get emailed, qualified against your criteria, and sorted into hot, warm, and disqualified before your sales team looks up.
  • Referral intake automation — When a referral comes in, both sides get handled: the new customer gets a fast welcome email and the referrer gets thanked the same day.

Scheduling & reminders

Fill the calendar, confirm it, and recover the slots that fall through.

  • Reminder cascade — Email three days out, again the day before, once more the morning of. Each reminder can confirm, cancel, or rebook on the spot.
  • No-show recovery — Missed appointments trigger an immediate, graceful rebooking conversation instead of a quiet revenue hole.
  • Recurring service reminders — Six months after the last visit, an email invites them to book the next one. Recall becomes a field on the contact and a sequence that never forgets.
  • Reschedule by text — Customers reschedule the way they want to: by texting. The AI negotiates the new time against live availability and updates the calendar.

Reviews & feedback

Ask at the right moment, and intercept problems before they go public.

  • Post-service review requests — Happy customers get asked for a review by email at the exact moment they are happiest, while the good feeling is still fresh.
  • Negative feedback intercept — The unhappy customer talks to you before they talk to Google. Bad survey replies trigger an immediate manager alert and a same-day recovery email.
  • CSAT surveys by email — One-question satisfaction surveys by email, scored into your CRM, with every detractor routed to a human while the experience is still fresh.

Billing & collections

Polite, persistent money conversations that run themselves until a human needs to decide.

  • Payment reminder outreach — Invoices coming due get a friendly email. Invoices past due get a follow-up. Your team gets involved only when a conversation needs judgment.
  • Failed payment recovery — A failed card kicks off a recovery cadence measured in hours: an email with the update link, then a follow-up email before the next billing cycle.
  • Invoice question hotline — Callers asking about a balance, a charge, or a due date get the real answer from your billing data, on the first call, with no hold music.
  • Refund status updates — Where-is-my-refund stops being a phone queue. Callers get live status, and status changes email the customer before they think to call.
  • Collections escalation ladder — Aging receivables climb a defined ladder: email reminder at 15 days, firm email at 30, formal notice at 60, human at the end. Every step logged, every account treated the same.

Orders & deliveries

Status questions answered around the clock and delays announced before customers ask.

  • Order status hotline — Callers asking where their order is get a live answer pulled from your order system mid-call, around the clock.
  • Shipping delay notifications — When an order slips, every affected customer hears it from you first, by email, with the new date and an honest apology.
  • Return authorization automation — An RMA approved field that, once flipped, sends the label, the instructions, and the refund timeline, then chases the package until it ships back.
  • Pickup-ready notifications — Flip Order ready and the customer gets an email. Unclaimed orders get a reminder, then a final nudge, until the shelf is clear.

Field service operations

Dispatch, ETAs, parts, and emergencies coordinated over phone and text.

  • Emergency dispatch line — A dedicated line where the AI takes the address, assesses severity by your rules, pages the on-call tech, and texts the caller the ETA.
  • Job status update emails — Each stage of the job emails the customer as the ticket field changes: scheduled, en route, in progress, done. The phone stops ringing because people already know.
  • Parts arrival scheduling — When the part lands, flip Parts received and the AI emails the customer to book the install before the part gathers dust.
  • Running-late notices — When the morning job runs long, one field update emails the rest of the day's customers their new windows. Nobody stands at a window wondering.
  • Work order intake by phone — Callers describe the problem, the AI asks the follow-ups a dispatcher would, and a complete work order appears with photos requested by text.

Front office & reception

Every caller greeted, understood, and routed, in any language, with their history loaded.

  • Call triage and transfer — Every call gets answered, understood, and routed: handled by the AI, transferred with context, or ticketed for later. Your team only hears the calls that need them.
  • Bilingual call answering — The AI greets in English, continues in Spanish when the caller prefers it, and serves both with the same knowledge and booking calendar.
  • Known-caller recognition — Repeat callers skip the interrogation. The AI loads their history before the first hello and picks up where the last conversation ended.
  • Phone intake forms — Your intake form, administered by voice. The AI asks every field, validates the answers, and files the result as a structured ticket.
  • FAQ answering from your website — Hours, pricing, policies, directions: the AI answers from a knowledge base built off your website and documents, and re-syncs itself when your site changes.