Connect to IntercomGet 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.