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— CSAT & Ratings —

Post CSAT Ratings to Slack from Intercom

Your Intercom inbox closes hundreds of conversations a week. Some get rated, most do not. When a bad rating comes in, you need to know immediately — not at the end of the quarter when you run a report.

— Use case —

Checking Reports manually

  1. 1Open Intercom Reports → Customer satisfaction when you want an update.
  2. 2Filter for negative ratings or scan the conversation ratings table.
  3. 3Screenshot or copy-paste notable ratings into Slack for the team to discuss.
  4. 4Follow up with agents individually — often days after the conversation closed.

The problem: Dashboard checking is a habit that erodes under workload. Negative ratings slip through for days before anyone acts on them.

— With Supportman —

With Supportman

Every CSAT rating from Intercom posts to a Slack channel you choose the moment the customer submits it — no Reports tab, no copy-paste.

  1. Connect Supportman to your Intercom workspace and Slack (OAuth, two clicks).
  2. Pick your main ratings channel and optional DSAT channel in the Supportman App Home.
  3. Watch ratings flow in — filter by emoji, require a remark, or exclude Fin per channel.
— Quick recap —

However you collect ratings in Intercom, Supportman posts each one to Slack in near real time — assignee, customer, emoji rating, remark, and a link back to the conversation.

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— Common questions —

Which Slack channels do ratings go to?

You choose a main ratings channel in the Supportman App Home. On Pro and above, dissatisfied and neutral ratings (🙁 😠 😐) can route to a separate DSAT channel so your main feed stays positive. Per-inbox routing is available on Enterprise — contact us for multi-team setups.

What information is included in the Slack message?

Each notification includes the emoji rating, assignee, customer name, any remark the customer left, and a View Conversation link back to Intercom. On Pro and above, AI Evaluation (beta) can add an IQS score in the thread.

Is there a delay between the rating and the Slack post?

Typically under 30 seconds. Supportman listens for Intercom rating webhooks and posts to Slack as soon as the event arrives.

Connect Slack and Intercom – that's the whole setup.

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