Support
One inbox.
One human reading it.
Email support@irisbites.com. Bruce reads every message personally. No Tier-1 outsource, no ticket merry-go-round.
Response time targets
How fast you'll hear back.
By tier. Higher tiers get faster windows because they pay more for them — that's the deal. Targets, not aspirations: if we miss them, see the refund policy for what you're entitled to.
Setup Hour
24 hours (business days)
First Light / Focus
Same business day
Signature
8 hours (business days)
Full Frame
4 hours (business hours, 9am–6pm CT Mon–Fri)
Studio
Per contract, typically 2 hours in coverage window
Common fixes
Before you email — try these first.
About 60% of tickets we get can be self-fixed in under 5 minutes. Faster for you, faster for everyone in the queue behind you.
Iris isn't answering the phone / calls aren't routing→
Most call-routing issues are Twilio-side, not Iris-side. Check your Twilio status page first. If Twilio is green, log into your Synthflow / Bland dashboard and confirm the agent is “active” — sometimes a billing card decline silently pauses an agent.
Iris is quoting wrong prices or saying outdated things→
Your knowledge base needs an update. Open the Google Doc we set up during install and edit the relevant section. Changes take effect within 5 minutes (we have a sync running every 5 min). If they don't, email us with the line you edited and we'll force a re-sync.
Iris sounds different / voice changed→
ElevenLabs occasionally retires or updates voice models. Log into your ElevenLabs account and confirm the voice ID we configured is still active. If it's been deprecated, email us — we'll pick the closest replacement and re-tune.
I want to change a script / add a new FAQ→
For simple text changes: edit the Google Doc KB directly. For new behaviors (a new escalation path, a new question type) — email support with what you want and Bruce will update the system prompt. First Light / Focus turnaround: same business day. Full Frame: within a few business hours.
Billing question→
For your Iris Bites retainer: email support@irisbites.com. For third-party tool bills (Twilio, Synthflow, etc.): contact that vendor directly — they bill you, not us, so they have to issue the credit.
What a great support email looks like
The more you tell us, the faster we fix.
You don't have to use this template — but emails like this get resolved in one reply instead of three.
Subject:
Iris quoted $200 instead of $250 for new patient exam — 2:14pm call today
Hey Bruce —
Riverside Dental account. Got a call this afternoon (2:14pm CT) where Iris quoted a new patient exam at $200. The KB has it at $250.
Caller name was Jen Martinez, callback 512-555-0142 — she's booked Saturday and might be confused on price. Want me to call her back, or do you want to?
Recording link: [synthflow link they pasted]
Thanks
Sarah
What made it great
- · Specific account name
- · Exact time of the broken call
- · The error (quoted $200, should be $250)
- · The customer impact (caller may be confused)
- · A direct link to the recording
What would slow it down
- · “Iris is broken” with no detail
- · “A customer called this week” (no time)
- · No recording link or call ID
- · Vague (“wrong price” instead of which price)
Incident & status
Status page
All systems normal
as of 2026-05-23
We'll post any incidents here within the windows defined in our incident response policy. For underlying vendor status, check Twilio, Anthropic, and ElevenLabs directly.
Need help right now?
Email support — Bruce reads it within the window above for your tier.