Every plan is the AI layer plus a team of trained specialists — never one person. They all work from your Client Playbook, so whoever picks up already knows your business.
Who looks after your account
- The AI layer answers every contact first, at any hour, and hands over to a person with the full story.
- Your specialists own each contact until it’s resolved — they follow up, book, escalate or close it out, exactly as your Playbook says.
- Your Ops Lead is your named contact for the account itself: onboarding, your monthly Insights and any change to the Playbook.
Because the knowledge lives in the Playbook rather than in one person’s head, holidays, sick days and staff changes don’t reach your customers.
What changes by plan
| Plan | Your team | A person on duty | Emergency window |
|---|---|---|---|
| Starter | Shared specialist pod | Business hours, weekdays | 3 hours |
| Growth | Shared specialist pod | Extended hours, 7 days | 5 hours |
| Premium | A named day team, with the shared pod overnight | 24/7/365 | Round the clock |
On every plan the AI answers any hour. Outside your coverage hours, true emergencies reach a person in your emergency window — you choose where those hours sit — and everything else is picked up first thing when your team is back on.
How they learn your business
No specialist works your account until they’ve trained on it: your Playbook, your terms, your escalation rules, and a test on sample contacts before they go live. On regulated accounts they also complete the compliance training your industry requires — for example, HIPAA training wherever health information is involved. When someone new joins your team, they train on your account before they take a single contact — and your Ops Lead tells you.
Working with them
| You want to… | Go to |
|---|---|
| Ask about a specific contact or customer | Your specialists |
| Change a rule, price, service or greeting | Your Ops Lead |
| Flag something that was handled badly | Your Ops Lead — “this felt off” is enough |
| Change your hours, plan or escalation contacts | Your Ops Lead |
Not sure? Send it to your Ops Lead and they’ll route it. Beyond that, your part is small: act on escalations, read your monthly Insights, and tell us when something in your business changes.
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