Get Manager Approvals for Support Decisions in Slack
Support managers approve dozens of decisions a week: refunds, credits, policy exceptions, SLA waivers. Each one currently involves an interruption: a DM, a tap on the shoulder, a call. Structured approval routing means managers can batch-review requests without being pulled out of focus work.
The interruption model
- 1Agent interrupts manager for each exception that exceeds their authority.
- 2Manager makes a decision based on a verbal or DM explanation.
- 3No record of the decision is created.
- 4Agent returns to the conversation.
The problem: Every approval is an interruption. Over a full day, these context switches add up to an hour or more of fragmented manager time, and zero audit trail.
With Supportman
Approval requests queue in a dedicated Slack channel where managers review and decide on their own schedule, with conversation context attached and the outcome logged automatically.
- Requests post to your approval Slack channel from the Intercom inbox.
- Manager reviews and approves when they have a natural pause.
- Decisions are logged on the Intercom conversation, visible to the full team.
Managers should batch decisions, not field DMs. Supportman queues structured approval requests in Slack and logs every outcome on the Intercom thread.
What if a request is time-sensitive and the manager does not see it quickly?
Post requests to a channel with multiple managers and use Slack notifications for that channel. Escalation timers and fallback approvers are on the roadmap.
Can managers approve from Slack mobile?
Yes, approval actions are standard Slack buttons that work on mobile. Managers can approve or reject without opening a separate app.