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Improvement

Ratings with long remarks are no longer lost

A long written remark no longer drops the whole rating, and a re-delivered rating no longer posts a duplicate Slack notification.

Two fixes to how Supportman records Intercom conversation ratings.

What changed

  • When a customer wrote a long remark with their rating, the rating and the remark could both be dropped silently. Long remarks are now shortened when stored, so the rating and the Slack notification always go through. The full text stays in Intercom, one click from the notification.
  • Intercom re-sends a rating when a customer changes it or when a delivery is retried. Each re-send used to create another record, and in some cases another Slack message. Ratings are now matched to the conversation, so a change updates the existing rating and you get one notification.