Connect to IntercomApprove exceptions from the Intercom inbox.
Your agents leave the inbox every time they need a yes. They shouldn't have to.
Supportman lets agents request exception approvals from inside Intercom — managers decide in Slack, the answer flows back to the conversation.
Free trial · Approvals in limited beta · See pricing
Off-policy requests shouldn't mean leaving Intercom.
The right answer is manager involvement. The usual path — Slack DMs, waits, summaries from memory — breaks the thread and leaves nothing on record.
More on the pattern in how to handle off-policy requests in Intercom
✕ Context switch
Agents leave the conversation, open Slack, type out the case from memory, and wait.
✕ Lost thread
The customer sends a follow-up while the agent is elsewhere. Focus fragments.
✕ No record
The decision lives in a DM thread — not on the conversation, not searchable later.
Supportman panel in the inbox. Manager in Slack. Answer back.
Agents specify the exception type, attach context, and send. Managers see a structured request in Slack. The decision — and the reason — returns to the conversation.
Module:
Request type
Details
Approval request from Sara — Refund
⏳ Refund
Requested by:
Sara
Requested:
Today at 2:14 PM
Details:
$50. Item arrived with damaged packaging
Module:
Refund
✓ Approved · Today at 2:15 PM
$50. Item arrived with damaged packaging
Agent hits an off-policy case.
From the Supportman panel — pick the request type, add customer context, submit. No Slack tab, no shoulder-tap.
Manager decides with full context.
The structured request posts to your approvals channel. Approve or deny with a required comment — without opening Intercom.
Agent keeps the thread.
The decision flows back to the conversation. The agent responds to the customer without losing context.
Every exception type, one panel.
Refunds outside the window, credits above threshold, off-policy replies — agents pick the type when they submit. Managers see the full context before they decide.
Questions agents and managers ask first.
How do agents request approvals from Intercom?
From the Supportman panel inside any Intercom conversation. The agent picks the request type, adds context about the off-policy case, and submits. The request posts to your #intercom-approvals Slack channel — the agent stays in the inbox.
Does the approval come back to the Intercom conversation?
Yes. When a manager approves or denies in Slack, the decision flows back to the Intercom conversation automatically. The agent sees the outcome and reason without switching tools or copy-pasting from a DM.
What's the Supportman inbox app?
Supportman installs as a panel in the Intercom inbox sidebar. Agents use it to submit approval requests — refunds, credits, comps, policy exceptions — without leaving the conversation they are working in. Managers still decide in Slack.
Let agents request exceptions from the inbox.
Connect Intercom and Slack. Enable Approvals. Agents stay in the conversation — managers decide in Slack.
Supportman is an independent product — not made by or affiliated with Intercom or Slack.