What happens when you say yes
We write the playbook with you, your person learns your business in a free first week, and you stay in control.
The model in three layers
Your people
Trained people work on your account, inside your own tools, in your name and tone. A named project manager runs it, and a trained backup knows your account too.
Bots and AI tools we build for you
AI-assisted tools set up for your business, for example reply drafting, monitoring alerts, weekly reporting, and FAQ and brand-voice packs. A person stays in the loop on every customer-facing message.
A monthly review
Every month we look at the numbers, adjust your hours to real volumes, keep your process documents up to date and add automation where it helps. The service keeps getting better.
How the work is split
| AI does | Our people do |
|---|---|
| Reads and sorts incoming messages | Decide what the right answer is |
| Drafts replies and documents | Review, edit and send in your voice |
| Tags and structures feedback and data | Check accuracy and handle edge cases |
| Watches systems for exceptions, such as deliveries, payments and sensors | Act on the alert and contact the customer |
| Builds lists, summaries and reports | Interpret them and recommend changes |
| Handles the repetitive work | Handle the work that needs judgement |
Where your yes sits
Always waits for a person
- Anything sent to a customer
- Refunds and credits over the limit you set
- Payments
- Deletions
Runs on its own
- Internal checks
- Tracking
- Logging
Bots we set up for you follow the same idea, with one difference: what a bot may do alone is your choice. A named person from our team approves what each bot prepares. A bot does something without asking only after you say “go ahead with this kind of item”, and that list is written down. A bot that talks to people live, such as an AI receptionist, says it is a bot, and a person from our team reads every call.
Read our 12 rules for running bots
Your yes, job by job
Each job has its own points where your yes sits. These are the same lines as on the job pages.
| Job | Where your yes sits |
|---|---|
| Customer support | You, on the rules themselves, refunds above your limit and anything unusual. |
| Review management | You, on your reply style and on anything offered to an unhappy customer. |
| Evenings, weekends and 24/7 cover | You, on the written rules for each alert (who to call, what is urgent, when to wake someone) and on anything outside them. |
| Back office and admin | You, on approving or paying anything. That stays with you. |
| Order management | You, on your price list and workflow, and on any order outside them. |
| Monitoring: cold rooms, alarms and building alerts | You, on the written rules for each alert (who to call, what is urgent, when to wake someone) and on any call-out outside them. |
| Credit control (payment follow-up) | You, on credit terms, account holds and anything off script. |
| Call answering and reception | You, on your booking rules and on anything outside them. |
| Data projects | You, on the format and naming rules and on each batch. |
| Virtual assistant: founder and PA support | You, on anything in your name you haven’t already cleared, and on a written scope. |
From first call to a running team
A call
15 to 30 minutes
We learn your business, your channels, your volumes and your tools, and the one thing that is currently falling through the cracks.
We do our homework
Before we propose anything, we research your business. For a consumer brand, we read its public reviews and sort which complaints come from how the work is run.
A written proposal
In 2 to 3 days
Two or three options, a comparison with hiring in the UK, an onboarding plan and terms. The proposal is valid for 30 days.
Your questions, answered in writing
We answer every question point by point. The answers become the service standards in your contract.
Paperwork
A mutual NDA and a UK GDPR data processing agreement, signed before anyone gets a login. The service agreement can be signed during the free week.
Kick-off
You meet your person and can approve the match. We agree access to your tools and who on your side will train them, and we set up the channel you prefer, usually Slack or WhatsApp.
A free training week
The first week
The first week is free: your person learns your business and drafts replies for your approval. Paid work starts in week 2. They read your past conversations, build your FAQ and brand-voice pack with you, and shadow your trainer.
Live, with review
From week 2
Your person does real work while your trainer checks it. You get a short note at the end of each shift, and an end-of-trial report.
Independent
In weeks 3 to 4
Your person works on their own. Phone and extra channels are switched on, monitoring goes live where you need it, you get your first full weekly report, and your project manager becomes your day-to-day contact.
Ongoing
Every month
A monthly review: your hours are adjusted, new tasks are released step by step, and more automation is added where it helps.
First live work usually starts within 5 to 7 working days of the paperwork. Your person is fully independent after 2 to 3 weeks.
Running the service
A named project manager
After go-live, one named project manager runs your account day to day, in UK hours. They check quality every day in the first weeks, then spot-check every week.
A trained backup
Every account has a trained backup at no extra charge. Sickness, holidays, Christmas and bank holidays are our problem, not yours.
A weekly report
Every Friday you get a report: conversations by channel and day, response times against your targets, top complaint themes, refunds and credits, hours worked and next week’s plan. At the start you also get a short note at the end of each shift, and every month a report with volumes, processing times, accuracy and trends.
Targets agreed with you
Typical targets we agree with clients: live chat and phone within 2 minutes, email and social first reply within 15 minutes, urgent issues acknowledged within 10 minutes, and reviews within 24 hours. Always agreed per client.
A replacement at no cost
If a person is not right for you, we replace them at no cost, with a handover. A trained replacement comes within 5 working days if someone becomes unavailable, and within 10 working days if you ask for a different person.
When something goes wrong
In July 2026 an urgent email about a power cut at a client’s site sat unseen for 15 minutes while one of our people was on a call. Our review found a process gap, not a people problem. We fixed the routine the same day:
- A second screen for every person on shift, dedicated to the inbox and live channels.
- Every new email scanned within 10 minutes.
- Urgent issues acknowledged within 10 minutes.
- A clear order of priority: power, safety, security and access before admin.
- Backup cover while someone is on a call.
- A written reply to close the loop after every phone fix.
The fix is a routine, not a person.
Questions people ask
Is there a free trial?
Yes. The first week is free: your person learns your business, shadows your team and drafts replies for your approval. Paid work starts in week 2, and you can stop with 30 days’ notice.
Do I have to sign a long contract?
No. It’s rolling monthly with 30 days’ notice, and you can change your hours up or down on 2 weeks’ notice. There are no setup, tooling or exit fees.
What do you need from us?
Access to your tools, with individual logins that you create, one person on your side to train our person, your existing FAQs or templates if you have them, and quick answers to questions in the first weeks.
How will I know what is happening?
You get a weekly report every Friday, with daily notes at the start and a monthly review.