Connect to IntercomHandle Support Exceptions with Structured Approvals in Intercom
Every support team has exceptions — the customer who needs a policy waiver, the edge case that does not fit the standard process. Handled informally, exceptions create inconsistency and precedent that is hard to manage. Handled with structure, they become manageable decisions with audit trails.
The informal exception process
- 1Agent identifies a case that requires a policy exception.
- 2Agent asks a manager via Slack DM, phone, or tap on the shoulder.
- 3Manager gives informal approval.
- 4Exception is processed; no record is created.
The problem: Informal approvals are undocumented. They create invisible precedents, inconsistent decisions, and financial exposure with no audit trail.
With Supportman
Every exception request goes through the Supportman inbox panel — initiated from Intercom, routed to your approval channel in Slack, and logged with a decision record on the conversation.
- Agent submits an exception request from the Supportman panel in the Intercom inbox.
- Supportman posts the request to your approval Slack channel with conversation context.
- Approver decides in Slack with a required reason; the outcome lands on the Intercom thread.
Exceptions need structure, not DMs — Supportman routes inbox requests to Slack and keeps every decision on the Intercom conversation record.
What types of exceptions can be routed through Supportman?
Any decision that requires manager approval — refunds, credits, policy waivers, SLA exceptions, contract extensions. You pick the request type when submitting from the inbox.
Can I require a reason when approving or rejecting an exception?
Yes — approvers must include a reason when they approve or reject in Slack. That reason posts back to the Intercom conversation.