Connect to IntercomAutomate CSAT Surveys in Intercom
Customer satisfaction scores are only useful when your team actually sees them. Most Intercom teams turn on CSAT in Simple Automation — surveys go out fine — but ratings sit in Reports and the Inbox until someone remembers to check.
Simple Automation
- 1Go to Fin AI Agent → Simple Automation and enable Ask for conversation rating for users and leads.
- 2Intercom sends a survey automatically when conversations close.
- 3Check Reports → Customer satisfaction when you want the scores, or export rating data to CSV.
- 4Manually copy notable ratings into Slack or follow up in the Inbox.
The problem: Surveys go out, but ratings stay in Reports and the Inbox. Your team only sees negative scores when someone remembers to check.
With Supportman
Supportman works on top of Simple Automation or a Workflow. Intercom sends the survey; Supportman posts each rating to a dedicated Slack channel the moment it arrives — with the conversation link, agent name, and customer comment in a single threaded message.
- Connect Supportman to your Intercom workspace (OAuth, two clicks).
- Pick your main ratings channel and optional DSAT channel in the Supportman App Home.
- Every new CSAT rating appears in Slack within seconds, tagged by agent.
Need more control? Use a Workflow
Simple Automation is one workspace-wide toggle. A Workflow lets you decide who gets surveyed, when the request fires, and what Intercom does after the customer scores.
- Who gets surveyed — audience rules by team, inbox, tag, or conversation type
- When it sends — after a teammate closes, with an optional wait buffer so reopening cancels the survey
- What happens next — branch on the score to route unhappy customers to a senior teammate or send a follow-up message
- Fin and chatbot paths — separate CSAT steps for Fin-only and chatbot conversations (teammate-close workflows skip these)
- Exclusions — skip CSAT on tagged conversations or customers you have opted out
- Rating window — how long customers have to submit or change their score before it locks
- 1Create a Workflow: Fin AI Agent → Workflows → trigger Teammate changes conversation state → Closed.
- 2Add Ask for conversation rating. Turn on Wait for customers to give a rating if you want to branch on the score.
- 3Disable Ask for conversation rating in Simple Automation so surveys do not send twice.
Works with Simple Automation or a Workflow — same Slack delivery. Intercom sends the survey; Supportman posts every rating to the channel you choose, with the conversation link, agent name, and customer comment.
Does Supportman send the CSAT survey itself?
No — Intercom sends the survey via Simple Automation or your Workflow. Supportman listens for the rating webhook and surfaces the result in Slack so your team sees it immediately.
Can I filter which ratings post to Slack?
Yes. In the Supportman App Home, turn each Intercom emoji on or off per channel — 😍 😀 😐 🙁 😠. On Pro and above, route dissatisfied and neutral ratings (🙁 😠 😐) to a dedicated DSAT channel so problems surface without cluttering your main feed. You can also limit posts to ratings with a customer remark, or exclude Fin AI ratings per channel.
Does it work with multiple Intercom inboxes?
Every plan posts ratings from your whole Intercom workspace to the Slack channels you configure in App Home — one main ratings channel, and a separate DSAT channel on Pro and above. Per-inbox or per-team routing is not available on self-serve plans today; Enterprise includes a team inbox filter to route notifications by Intercom team. Contact us if you run separate brands or teams that need their own Slack destinations.