Channels
Slack
Support stops dying in an unwatched inbox tab. When Iris hands a conversation to a human, it pages the right Slack channel with the customer’s message, the reason, and a deep link — and your team answers right there.
What it is
Connect your Slack workspace and pick the channels that should hear about handoffs. Every time Iris escalates a conversation — a customer it can’t answer, or an SLA about to breach — it posts to that channel: the customer’s last message, why it escalated, a link straight to the conversation, and an @mention of whoever it’s assigned to, plus any teammates you choose to always notify.
Replying is one line. A teammate types “@Iris reply …” in the thread and it goes to the customer as them, through the same reply path as the inbox — same receipts, same assignment. Everything else said in the thread stays internal: your team talks freely, and only a deliberate @Iris reply ever reaches a customer. Nothing about connecting needs an app-store review.
How you’d use it
Founder
You’re in Slack all day anyway. A customer stuck on a payout lands in your support channel with the full context — you reply in ten seconds without opening another tab.
Support lead
Route billing escalations to #payments and everything else to #support, and tag the two people who own each. The right humans see the right handoff, every time.
Small team
No seats to staff a separate inbox — Slack is the inbox. Iris does the first pass and pages a person only when it genuinely needs one.
Security-minded
Iris only reads messages that @mention it — never your channel’s chatter — and a plain thread reply can’t leak to a customer. The send is always an explicit act.
Get more out of it
Give each destination its own people
A channel can notify a specific set of teammates on every page — the payout owner on the payments channel, the founder on escalations. The assignee is tagged automatically; the notify list is who ELSE should always know.
Link teammates by email first
Iris can only @mention — and only accept replies from — teammates whose Slack account it has matched to their Iris account by email. One click on the integration screen links everyone whose emails line up.
Invite the bot to private channels
For a private channel, type “/invite @Iris” once. Public channels it can post to as soon as you pick them.
Reply is a deliberate act, by design
Only “@Iris reply your message” reaches the customer — never ordinary thread chat. That’s the safety rail: your team debates freely, and the customer only ever gets what someone chose to send.
Start with one channel
Point handoffs at a single support channel, watch a few real pages land, then split by tag once you know the shape of your escalations.
Bring support into the room your team already lives in.
Your workspace takes about a minute to create — no sales call, no credit card.