“My job is making sure twitter / x, instagram, facebook dms — without anyone on your team having to ask.”
We watched our own customer service team burn out on work that never stopped. Social Media Support Agents were leaving for better pay, calling out sick, and taking weeks to train — meanwhile the queue kept growing and customers kept waiting. There was no way to hire fast enough.
Gemma was built to be the piece of the team that's always there. Not a bot reading from a script, but a worker who knows the systems, the SOPs, and the judgment calls — so your senior people get their time back for the work only they can do.
Gemma in their own words.
I'm the social media support agent your customer service team leans on when the queue starts stacking. DMs, mentions, and reviews — answered in your brand voice. I own the work end-to-end — you hand me the inbox, the ticket, or the call, and it gets done right the first time.
Day to day I'm running twitter / x, instagram, facebook dms, review responses (google, yelp, trustpilot), public comment moderation. I know the systems your team uses, I know what "clean" looks like in this seat, and I don't drop details when the volume climbs.
I work inside your stack, not alongside it. Every action I take is logged, every handoff has context, and your senior people get their time back for the work only they can do.
Hear Gemma on a real call.
This is how Gemma handles a caller end-to-end — answer, capture, confirm, close. Request a demo to hear one live with your business.
Gemma is in production. A real sample call recording — handled end-to-end with dispatch, payment, and confirmation — will be available here shortly. Request a demo to hear one live with your business.
What Gemma does best.
Everything Gemma does, top to bottom.
These aren’t theoretical. Every item below is part of Gemma’s live SOP on real deployments.
- Twitter / X, Instagram, Facebook DMs
- Review responses (Google, Yelp, Trustpilot)
- Public comment moderation
- Escalation to CX lead when warranted
- Logs every action in your system of record
- Escalates with full context when scope is exceeded
- Runs against SOPs you approve before go-live
- Works inside your stack — no new tools required
How Gemma works a typical ticket.
Five steps, every time. Nothing skipped, nothing improvised.
Pick up the work
New social media support agent work lands in my queue — form, ticket, email, or inbound request. I triage within minutes of arrival.
Twitter / X
Twitter / X, Instagram, Facebook DMs. Done inside SOP, logged step-by-step, never skipped.
Review responses (Google
Review responses (Google, Yelp, Trustpilot). Done inside SOP, logged step-by-step, never skipped.
Public comment moderation
Public comment moderation. Done inside SOP, logged step-by-step, never skipped.
Document + hand off
Every action lands in your customer service system of record. If anything exceeds scope, I warm-transfer with full context — your team never starts from zero.
The tools Gemma works inside.
Gemma plugs into your existing stack. No new tools to learn, no data silos, no black box.
Built for the operators Gemma already works with.
Work Gemma has already done.
Every role below represents live deployments on real businesses — not theoretical capabilities.
- Primary social media support agentEmbedded in customer service teams
DMs, mentions, and reviews — answered in your brand voice.
- Twitter / X, Instagram, Facebook DMsDaily workload
Twitter / X, Instagram, Facebook DMs · Review responses (Google, Yelp, Trustpilot) · Public comment moderation. Every action logged, every handoff documented.
- Cross-team coordinationInterfaces with customer service stakeholders
Works alongside your existing team — never a black box. When scope exceeds the runbook, escalates with full context and proposed next step.
Real calls. Real tickets. Real outcomes.
Request came in via Slack at 9:12 AM. By 10:04 Gemma had processed the work, flagged one edge case to the team lead, and closed the loop with a short summary + links to the system of record.
Teams that already hired Gemma.
Challenge, solution, and the numbers that changed after go-live.
SaaS & Technology operator missing social media support agent work after hours. Senior staff pulled onto routine tasks; errors stacking up; customer follow-through slipping.
Deployed this worker on the primary twitter / x, instagram, facebook dms flow. Loaded the SOP, wired the integrations, and flipped live inside 48 hours.
Growing consumer goods team could not hire fast enough to keep up with social media support agent volume. Backlog grew 3x in 90 days; escalations ran hot.
Handed over the routine 80% of the queue. Senior staff kept the judgment calls. Every action logged in the system of record.
Gemma vs. hiring a human.
The math, laid out. No salary, no turnover, no sick days.
| Scenario | Human hire | Temp agency | Gemma |
|---|---|---|---|
| Annual cost | $48,000 | $69,600 | $4,188 |
| Hours covered | 40/week | 40/week | 168/week |
| Sick days | 10+/yr | 2+/yr | 0 |
| Ramp time | 6–8 weeks | 1–2 weeks | 48 hrs |
| Turnover risk | High | Very high | None |
Pick the bundle that fits your volume.
Buy minutes, not employees. Every plan includes full onboarding and integration. Upgrade or downgrade any month.
- 300 minutes / month
- $1.50/min overage
- One AI worker
- Standard SOP training
- Email support
- 500 minutes / month
- $1.50/min overage
- Custom SOP + voice training
- CRM / system-of-record integration
- Priority support
- Monthly tuning session
- 1,500+ minutes / month
- $1.50/min overage
- Multi-line / multi-region
- Custom voice + white-glove onboarding
- Dedicated CSM
- Per-team reporting
- SLA + BAA available
Need more volume? See all 14 tiers →
From signup to live in under 48 hours.
Four steps. We handle the technical work. You focus on the SOPs and the first-week review.
Pick your plan
Choose a minute bundle that matches your volume. Most social media support agent ops start on the Starter or Pro tier.
Connect your inbox / ticket system
Hook into your CRM, help desk, or ticket queue. Webhooks or native integrations — we handle the plumbing.
Upload your knowledge
Scripts, SOPs, FAQs, rate cards — anything your social media support agent team would hand a new hire. We train the worker on it.
Go live in under 48 hours
Soft-launch on a small % of traffic, review recordings the first week, then flip to full volume. You stay in control.
What teams say after they hire Gemma.
“Our team was skeptical at first. Two months in, they can't imagine going back to doing social media support agent work without Gemma.”
“Gemma runs circles around the temp agencies we used to call. Faster, cheaper, zero ramp time.”
Everything teams ask before hiring Gemma.
Under 48 hours in most cases. We load your social media support agent SOP, wire the integrations, and soft-launch on a small share of traffic so you can review before flipping to full volume.
Gemma warm-transfers (or routes the ticket) with a one-paragraph summary: what the caller / customer asked, what Gemma already confirmed, and why it's being escalated. Your team never starts from zero.
Whatever your team already uses. Gemma pushes actions into your existing customer service stack — CRM, ticket system, calendar, SOR — via native integrations or webhooks. No new tool required.
You buy a minute bundle starting at $249/month. Every minute Gemma spends on your work counts toward the bundle. Overage is billed at $1.50/min. No seats, no per-call fees, no hidden add-ons.
Any time. Upgrades prorate instantly. Downgrades apply at the next billing cycle. Your worker keeps its training, voice, and history through any change.
Yes. Gemma works every shift, including weekends and holidays. Work that lands at 2 AM gets handled before your team walks in the next morning.
Every conversation is logged, encrypted at rest, and retained per your policy. For customer service teams with HIPAA, PCI, or SOC2 requirements, we run on BAA-signed infrastructure with audit trails on every action.
Yes. Book a call with our team — we'll walk you through a live demo of Gemma, look at your current social media support agent workflow, and map out what the first 30 days would look like.
Starting at $349/mo.
Live in under 48 hours.
Most teams run social media support agents on the lite bundle or the next one up as volume grows.
