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 a structured channel — initiated from Intercom, routed to the right approver in Slack, and logged with a decision record.
- Agent submits exception request from the Intercom conversation.
- Supportman routes the request to the correct approver channel.
- Approver decides in Slack; decision is automatically logged.
What types of exceptions can be routed through Supportman?
Any decision that requires manager approval — refunds, credits, policy waivers, SLA exceptions, contract extensions. The request type is a label you define.
Can I require a reason when approving or rejecting an exception?
Yes. You can configure approval forms to require a mandatory justification field for any decision.