The day we turned off Intercom

We build Iris inside SuperProfile — a creator-commerce platform that serves over a hundred million requests a day. From the start we said Iris would earn its place the honest way: run it on ourselves first, at full production scale, before asking anyone else to trust it.

Today was that day.

The switch

The change itself was deliberately boring. Our dashboard had carried Intercom (for global creators) and a second chat widget (for India) for years. This morning we commented both out — one line each, so rollback is an uncomment — and mounted the Iris snippet for every logged-in creator, in every country.

The integration is the same one any Iris customer gets: the async loader that waits for your page's load event, the iframe that keeps our code off your page, verified identity via a server-computed hash, and custom attributes — country, plan, signup date — flowing into the inbox sidebar.

The first twenty minutes

Within twenty minutes of the deploy, a few hundred creators had booted the widget. Real conversations started arriving — "Hi", questions about automations, payout timelines, a creator mid-setup who couldn't find a button.

The AI answered the ones it could ground in our help center, looked up real account state where the creator was verified — "Your Instagram is connected and your token is active; here are your two automations" — and stayed silent where it wasn't sure, leaving those for the team. Our support inbox went from empty to a working queue in under an hour, on the same rails — sockets, metering, credits, rating cards — that every Iris workspace runs on.

What broke (we said honest)

Three things, all fixed the same day. The bubble sat on top of a setup wizard's Next button on phones — so we gave the loader a z-index knob and a bottom offset, the same controls Intercom learned to expose years ago, and now every Iris customer has them. A tooltip showed our widget's own URL instead of the page the customer was on — useless to the agent reading it — so per-message context now tracks the host page across single-page-app navigation. And our own message list needed the Intercom lesson: one row per person, however many conversations they've had.

That's the point of customer zero. Every rough edge we hit at production scale becomes a fix every workspace inherits — usually the same afternoon.

Why this matters if you're evaluating Iris

Most support tools are built by teams who don't run support at scale on their own product. Iris answers SuperProfile's real customers — thousands of creators whose livelihoods run through the platform — with the exact build you get. When the pricing page says the AI answers from your articles and stays silent when unsure, that's not a demo claim. It answered our creators this morning.