Connect to IntercomGet Alerts for Negative CSAT Ratings in Intercom
A 😠 or 🙁 rating means a customer had a frustrating enough experience to take ten seconds to tell you about it. That customer is at churn risk right now. Every minute you wait to follow up is a minute they spend composing a cancellation email or leaving a G2 review.
Checking Reports manually
- 1Open Intercom Reports → Customer satisfaction and filter for dissatisfied ratings.
- 2Open each conversation, read the context, decide whether to escalate.
- 3Notify the agent in Slack or email and optionally reach back out to the customer.
The problem: Without an alert, negative ratings sit unnoticed. By the time you find them in Reports, the customer has moved on — and not in a good way.
With Supportman
Dissatisfied and neutral ratings post to a dedicated Slack channel the moment they arrive — assignee, customer, emoji, remark, and a link back to Intercom. No Reports tab, no star thresholds.
- 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 per channel so alerts surface the conversations worth acting on.
Intercom collects the rating however you already send surveys — Supportman alerts your leads in Slack within seconds when a customer leaves a dissatisfied or neutral score.
Can I route negative alerts to a different channel than positive ratings?
Yes. On Pro and above, set a DSAT channel in the Supportman App Home — dissatisfied and neutral ratings (🙁 😠 😐) post there only, while 😍 and 😀 stay on your main ratings channel. On any plan you can also filter which emojis post to a single channel.
What counts as a negative rating?
Intercom uses emoji ratings, not stars. Most teams treat 🙁 and 😠 as negative alerts; the DSAT channel also includes 😐 (neutral) so leads see lukewarm scores before they trend down. Turn individual emojis on or off per channel in App Home.
Can I automatically assign follow-up tasks?
Not natively today — Supportman surfaces the alert in Slack. Assigning follow-up is a manual step, though the Slack thread makes it easy to @mention the right person.