Approval requests, inbox to Slack and back.
Your agent needs a “yes” before they refund, comp, or bend a rule. The request lands in #intercom-approvals. You answer there: approve or reject, and say why, without opening Intercom. The decision and its reason stay on the record.
request in Intercom ↘
SupportmanModule:
Request type
Details
#intercom-approvalsApproval request from Sara · Refund
⏳ Refund
Requested by:
Sara
Requested:
Today at 2:14 PM
Details:
$50. Item arrived with damaged packaging
↗ approve in Slack
Every judgment call approved in Slack, with the decision and the reason on the record.
See how it works →The “shoulder-tap” doesn't scale.
When finance asks who approved the $500 credit, and why, can you pull up a record? Or do you reconstruct it from a Slack DM?
Every exception sends agents out of Intercom to DM a manager, wait for a reply and switch back, with nothing written down when someone asks for proof.
hey can I refund this? customer's been waiting 3 days
yeah sure go ahead
A DM. Two words, two and a half hours later.
The decision lives in someone's head. Nothing is written down.
Who approved the $500? Trail is cold. “Use your judgment” is the policy.
SupportmanModule:
Request type
Details
Agent asks from the inbox.
A Supportman action in Intercom opens a request: refund, credit, comp, discount, off-policy reply, exception.
#intercom-approvalsApproval request from Sara · Refund
⏳ Refund
Requested by:
Sara
Requested:
Today at 2:14 PM
Details:
$50. Item arrived with damaged packaging
You decide in Slack.
The request posts to #intercom-approvals. Approve or reject, with a comment, right there.
SupportmanModule:
Refund
✅ Approved · Today at 2:15 PM
$50. Item arrived with damaged packaging
The agent is unblocked, and it's on the record.
The decision flows back; the reason is kept.
A “yes” you can find later.
Every request, approver, decision, and comment, kept in the channel you already watch. When finance asks who approved the $500 credit, the answer is a scroll, not a conversation.
Weekly reports in Slack, CSV export, or a custom report. You choose.
#intercom-approvalsApproved by James · Refund
✅ Approved · Refund
Reason: One-time exception.
Denied by James · Comp
❌ Denied · Comp
Reason: Outside policy window.
Approved by Maya · Discount
✅ Approved · Discount
Reason: Escalation approved.
Approved by Maya · Credit
✅ Approved · Credit
Reason: Goodwill for delay.
Export the record.
Every approval, rejection and comment in one CSV. Drop it into a spreadsheet, send it to finance, or keep it for compliance.
| Date | Agent | Type | Context | Reviewer | Decision | Comment |
|---|---|---|---|---|---|---|
| Jun 2 | @sara | Refund | Plan downgrade, outside window | James | Approved | One-time exception. |
| Jun 2 | @raj | Comp | Missed SLA, 3-day delay | James | Rejected | Outside policy window. |
| Jun 3 | @leah | Discount | Renewal negotiation, 20% ask | Maya | Approved | Escalation approved. |
| Jun 3 | @billy | Credit | Service outage, 2 hr | Maya | Approved | Goodwill for delay. |
| Jun 4 | @sara | Exception | Off-policy reply, enterprise acct | James | Approved | Key account, approved. |
| Jun 5 | @raj | Comp | Second request this month | James | Rejected | Duplicate. Declined. |
One approval primitive, every judgment call.
Same request, same Slack channel, same record, whether it's $50 back or an off-policy exception.
Refunds
$50, item arrived with damaged packaging
Credits
Goodwill for a 2-hour service outage
Comps
Missed SLA, 3-day delay on delivery
Discounts
Renewal negotiation, 20% ask
Special offers
One-time upgrade for a key account
Off-policy replies
Enterprise account needs a custom answer
One-off exceptions
Plan downgrade outside policy window
Escalations
Customer threatening churn, manager sign-off
Set up approvals in under two minutes.
- 01
- 02Pick the Slack channel your approvals should land in.
- 03Request from Intercom. Approve in Slack.