Open Supportman in Slack and the Home tab now has two tabs: Overview and Settings.
Overview
- This week: ratings, positive percentage, DSAT count and the latest bad-rating remarks, with an Open in Intercom button on each. It starts on the same Saturday as Friday's weekly report, so the numbers build toward the report. It refreshes every 10 minutes.
- Send me a sample report: in your team's first week, this sends a weekly report to you in a DM. Only you see it, and nothing is posted to the team channel.
- Open dashboard takes you to the web dashboard.
Settings
- Weekly report: switch it on or off, and choose whether it includes the ratings breakdown.
- Ratings: choose which ratings get posted, and show or hide the customer's email and phone number in rating messages.
- AI evaluation: score conversations handled by humans, by Fin, or by both.
Reconnect Intercom
If Intercom gets disconnected, Supportman stops receiving ratings and conversations. A banner now says so on every tab. The person who installed Supportman gets a Reconnect Intercom button. Everyone else sees who to ask.