What Is Twig and What Does Sera, the AI Front Desk, Do?

Updated

Twig is a service that provides Sera, an AI front desk agent. Sera answers calls, chats, and texts on your behalf, even when you're busy or closed, and books appointments into your calendar. It's built for businesses that depend on inbound customer contact and appointments — the site's own framing is "trusted by the businesses their customers count on." If your problem is missed calls and unanswered messages turning into lost customers, that's the gap Sera is designed to fill.

What Sera actually handles

According to Twig's site, Sera covers the core front-desk functions:

  • Answers every channel — phone, web chat, email, SMS, and WhatsApp, handled by one agent with one shared memory. A conversation that starts on chat can finish on a call without the caller repeating themselves.
  • Books appointments into your calendar.
  • Takes down every new job — captures the details of incoming work.
  • Writes back to the tools you run — pushes information into your existing systems.
  • Covers nights, weekends, and holidays — so after-hours contact still gets a response.
  • Escalates with full context — hands off to your team when a human is needed, with the conversation history attached.

How it works in practice

The setup described on the site is deliberately simple:

  1. Give Sera your website. She learns your services, hours, and prices from it.
  2. Forward your calls or add her to your site. Either route works to put her in front of customers.
  3. The next customer who reaches out gets answered and booked — even after you've closed.
  4. You get a text when it happens, so you know a booking came in.

The site illustrates this with three moments a front desk knows well: the 8am voicemail pile, the 1pm lunch rush, and 9pm after hours.

Example: the overnight voicemail

A customer calls at 11:42pm and leaves a message: "Hi, it's Dan — the AC stopped working tonight. Can someone come out tomorrow?"

Sera texts back: "Hi Dan, it's Sera from the front desk. We can be there tomorrow at 10:00am or 2:00pm — which works?"

Dan replies "10 please," and the job is booked for Wednesday at 10:00am. By the time the business opens, the appointment is already on the calendar.

Who it's for

Sera fits businesses where a missed call or message means a lost customer — the site's examples include AC repair and a new-patient cleaning, suggesting home services and clinics as natural fits. The common thread is appointment-driven work where someone needs to answer, capture the job, and book a time.

Pricing and getting started

  • Starting price: From $49/mo, per the site.
  • Trial: 15-day free trial, no credit card required.
  • Sign-up options: Start free with Google or sign up with email.
  • Voice is included in the trial.
  • Hear her first: You can call (650) 795-7838 to hear the agent before signing up.

Twig also offers two calculators on its pricing page — a missed-call revenue calculator and a front desk savings calculator — useful if you want to estimate what unanswered calls are costing you before committing.

What to check before deciding

  • Channel coverage matters for your business. If most of your customers reach out by phone, confirm the voice experience fits; if they text or use WhatsApp, that's covered too.
  • Calendar and tool integration. Sera books into your calendar and writes back to the tools you run — verify your specific calendar and software are supported.
  • Escalation behavior. For questions Sera can't handle (the site shows a billing question being handed off), make sure the handoff path matches how your team works.
  • Pricing at scale. The $49/mo figure is a starting point; check the pricing page for what applies to your call and message volume.

The fastest way to judge fit is to call the demo number and start the trial with your own website, so Sera learns your actual services, hours, and prices.