Connect to IntercomCreate a Credit Approval Workflow for Your Support Team
Account credits are one of the most common support exceptions — and one of the most inconsistently handled. Some agents issue credits liberally; others almost never. The result is customers with wildly different experiences based on which agent they happened to reach.
The ad hoc approach
- 1Agent decides whether to offer a credit based on their own judgment.
- 2For larger credits, they may ask a manager informally.
- 3Credit is issued; no policy-level record is created.
- 4Manager discovers inconsistency in a monthly audit.
The problem: Without a structured workflow, credit decisions are agent-level judgments that create inconsistent customer experiences and accounting surprises.
With Supportman
Define credit approval thresholds. Requests above the threshold are automatically routed through Supportman for manager approval, with the conversation context attached.
- Set credit approval thresholds in Supportman (e.g. $0–$25 no approval needed, $25+ requires manager).
- Agent initiates credit request from Intercom.
- Request routes to the right approver in Slack; decision is logged.
Can agents issue small credits without approval?
Yes — you set the threshold. Common configurations allow agents to issue credits up to a dollar amount without approval while requiring sign-off for larger amounts.
What if the approver is unavailable?
Supportman allows you to configure a fallback approver. If the primary approver does not respond within a set time window, the request escalates to the fallback.