Connect to IntercomDSAT Alerts from Intercom to Slack
A DSAT — a dissatisfied customer rating — is a churn warning. The faster you respond, the better your chance of recovery. Every minute between the rating and your response is a minute the customer spends deciding whether to cancel.
Checking Reports manually
- 1Open Intercom Reports → Customer satisfaction and filter for dissatisfied ratings.
- 2Open each conversation, assess severity, decide on follow-up action.
- 3Notify the relevant agent in Slack and optionally reach back out to the customer.
The problem: Checking dashboards proactively requires discipline that breaks under workload. DSAT ratings sit unseen for hours while the customer's frustration compounds.
With Supportman
Dissatisfied and neutral ratings post to a dedicated Slack channel the instant they arrive — assignee, customer, emoji, remark, and a link back to Intercom. No Reports tab, no polling.
- Connect Supportman to your Intercom workspace and Slack (OAuth, two clicks).
- On Pro and above, pick a DSAT channel in the Supportman App Home — 🙁 😠 😐 route there; positive ratings stay on your main channel.
- Optionally require a customer remark or exclude Fin ratings so alerts surface the conversations worth acting on.
Solve it together on the DSAT notification
The alert is not just a ping — it is a Slack message your team can reply to. Context stays in one thread while you decide who owns recovery and what to do next.
- 1A DSAT notification lands in your channel with the assignee, customer, emoji rating, remark, and a View Conversation link.
- 2Reply in the thread — @mention the assignee, team lead, or CS rep who should own recovery and share what you know.
- 3Agree on next steps in Slack first; open Intercom only when someone is ready to reach back out to the customer.
Intercom collects the rating — Supportman routes dissatisfied and neutral scores to a channel your leads watch, typically within 30 seconds of the customer submitting.
What is the difference between a CSAT alert and a DSAT alert?
CSAT is Intercom's conversation rating program overall. A DSAT alert in Supportman is specifically for dissatisfied and neutral emoji ratings — 🙁 😠 😐 — routed to a dedicated Slack channel on Pro and above, separate from positive ratings on your main feed.
Can DSAT alerts trigger a follow-up email to the customer automatically?
Not natively — Supportman surfaces the alert in Slack. The follow-up decision is made by a human, which is usually the right call for sensitive recovery situations.
How quickly does the DSAT alert arrive in Slack?
Typically under 30 seconds. Supportman listens for Intercom rating webhooks and posts to your DSAT channel as soon as the event arrives.