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Managed Contact Center · PRO Premium
When the AI hesitates, you don’t step in. We do.
Available on PRO Premium — when your business grows, our team picks up the conversations the bot can’t close, inside the same WhatsApp thread. No app switching for your customer. No after-hours pressure on you.
What the customer sees
What we see
Handoff triggers
Three reasons the bot steps aside.
No mystery, no “AI vibes.” Every handoff has a named trigger and a timestamp — visible to you in the inbox.
Explicit request
The customer asks to speak with a human, in any phrasing. The bot acknowledges, pauses, and routes.
N turns of low confidence
After consecutive low-confidence answers, the model concedes instead of bluffing. Default threshold is two turns; tunable per workspace.
Sentiment alert
Frustration, complaint or escalation signals raise the alarm. A human takes over before the customer leaves.
Coverage
What “we back you up” actually means.
The honest version. No 24/7 theater, no offshore floor.
- Hours
- Mon–Fri • 9:00–19:00 ART (UTC−3)Outside hours the bot keeps answering and queues handoffs for the next business day.
- Languages
- LATAM-neutral SpanishEnglish is on the roadmap once the LATAM bar is sustainable.
- First-touch SLA
- Under 5 minutes in-hours • under 2 hours off-hoursMeasured per conversation, not per ticket. Visible to you in the digest.
- Channel
- WhatsApp via Meta Cloud APIOne thread, one number — the customer never gets handed to a different chat.
We’d rather under-promise and ship. The minute we expand hours or languages, the page updates the same day.
Anti-FUD
What this is not.
The contact-center category is full of bad templates. Just so it’s on the record:
Not a generic BPO
Our operators only handle Vibranty conversations — they read the bot context, the knowledge base and the prior turns. No scripted call-center loop.
Not an awkward chat-handoff
No “you’re being transferred” line, no second tool, no new phone number. The thread continues; the voice doesn’t shift.
Not a hidden upsell
A named feature of PRO Premium. The tier difference vs PRO Basic is the handoff layer — listed on /pricing, no surprise charges.
Not outsourcing your brand
Your name, your tone, your closing line. We sign with our first name when the customer asks who they’re talking to — and only then.
Meet the team
Real people in the loop.
You can ask for any of us by name. We answer in the same thread; we don’t sub-contract.
DB
SM
MR
Team photos land with the official launch. Until then, the avatars are gradient placeholders — same names, same humans.
How tiering works
Handoff is a PRO Premium feature.
Two tiers, one bot engine. The commercial line between Basic and Premium is exactly the human-handoff layer.
- PRO Basic
Bot Studio, self-serve. The bot answers; when it hesitates, the conversation queues until you pick it up. No Vibranty operators on the line.
- PRO Premium
Bot Studio + Managed Contact Center. A Vibranty operator picks up when the bot is unsure, inside business hours, with the named SLA above.
- Conversations + overage
Both tiers ship the same conversation bundle and the same overage rate. The handoff coverage is the only differentiator.
Twenty minutes. We’ll show you the inbox.
Book a call, see a live handoff with one of our demo workspaces, then decide.
✓No credit card. No sales script.