Existing JOOLT Customer Issue Paths

If you're already a JOOLT customer and you're calling about an issue, here's how each gets handled.

"Sophia stopped answering"

Highest priority. Open a request and pick Critical — it pages the on-call person immediately, at any hour, and a person replies within 1 hour, any day, any time. You may hear from us first: If calls to your line go unanswered for 2 hours (at least 3 calls — calls you send to voicemail on purpose don't count), our monitoring alerts the JOOLT team and you get a note in your dashboard and by email, plus a text from your line if you have one — and another note when calls are being answered again. If 3 or more texts from your line fail to deliver within 24 hours, the team is alerted and you get a note by email and in your dashboard.

"Wrong info quoted on a call"

Edit the Knowledge Center in your dashboard — your changes sync to Sophia within 5 seconds. We also offer to do a 15-minute screen share to walk through the specific call recording with you and identify what triggered the wrong answer (often a missing or ambiguous KC entry).

"Billing question"

Routes to billing@joolt.io or via the dashboard's Billing tab. A person replies within 1 business day; money charged or paid wrongly is Critical — pick it, and you'll hear back within 1 hour, any day, any time. For invoice copies, refund requests, or plan changes, the team handles end-to-end without bouncing you between people.

"Want to add capacity or change my plan"

Call or text the team — plan changes are scoped with you and any new payment link or PO is issued privately. Changes are pro-rated to the day; added capacity takes effect immediately, reductions at the end of the current billing period.

"Want to cancel"

Cancel from the dashboard (Billing → Cancel subscription). Replying STOP to a Sophia text only stops texts — it does not cancel. We do a brief exit survey to learn why and offer to fix the issue if there is one. No retention pressure. Your account remains active until the end of the current billing period.

"Want a feature added"

Open a request from the dashboard's Support page and pick Feature idea (or Low — an idea or feedback). A person reads every one and replies within 2 business days; we'll tell you if and when it's planned — there is no fix date for an idea.

"Need to add a team member"

Dashboard → Settings → Team → Invite by email. They receive an email with a sign-in link. A new teammate starts as a Member; pick Viewer (can see but not edit) or Admin instead when you invite them. Included seat counts are set by your engagement — larger engagements include more (unlimited on the biggest). Ask the team if you need more seats.

"Want to see call analytics"

Home → Your week keeps every weekly digest Sophia sent you, and Customers → Calls has every call with its recording and what Sophia did.

"Sophia is asking the wrong qualification questions"

Each industry has a default set of qualification questions. Ask the team to tune them on a 15-minute screen share. A periodic AI Training add-on (scoped on request) covers this kind of fine-tuning.

"I need a custom integration"

Available as custom work. Talk to the team about scope — typical custom integrations take 2–4 weeks to design, build, test, and deploy. Pricing depends on complexity and is quoted for your specific integration (there is no published rate); once scoped, it is billed privately via a PO or an Operations-issued payment link.

"I want to migrate historical data from another system"

Available as a scoped add-on. We'll assess your current system, scope the migration, and quote firm pricing before any work begins. Typical migrations take 1–2 weeks. We import contacts, prior call recordings (if available), notes, and tags.

Anything else

When in doubt, reply to your weekly digest email or open Settings → Help and support in your dashboard. A person replies within 1 business day (Monday to Friday, 9am–6pm US Eastern).

How fast we reply

Every request is filed at one of four levels — you pick it when you open the request, and it sets the clock.

Severity	What it covers	First reply from a person	Fixed or worked around
S1 Critical	Sophia is not answering at all, a customer was charged or paid the wrong amount, someone can see information that is not theirs, or nobody on the account can sign in.	within 1 hour, any day, any time	within 1 day
S2 High	A part of the business cannot run and there is no way around it — bookings not landing, messages not reaching people.	within 4 business hours	within 3 business days
S3 Normal	Something partly broken with a way around it, a setup or change request, or a how-to question.	within 1 business day	within 5 business days
S4 Low	A feature idea, something cosmetic, or feedback.	within 2 business days	no fix date promised

Business hours: Monday to Friday, 9am–6pm US Eastern. A Critical request reaches the on-call person at any hour. Plans with Priority support: a first reply within 2 business hours (High) and 4 business hours (Normal).