Founder. Oscar founded Supportman and writes practical guides to CSAT routing, QA scoring, refund approvals, and Intercom-to-Slack support operations.
Fin 4 shipped on October 7: Apex 2.0, Human in the Loop, Skills, and a bigger Operator. What each one is, which you can use today, and the settings to decide before you turn them on.
Published · Updated · Oscar Morrison
What's New in IntercomCustomers rate the close, not the fix. A 2×2 for finding high-CSAT conversations where the same problem came back, using data you already have in Intercom.
Resolution time usually measures when a conversation closed, not when the problem was solved. How to calculate it and stop early closes from winning.
Fin counts silence as success for assumed resolutions. How to find customers who returned after a Fin resolution, and what the reopen rules say.
Repeat customers aren't always repeat problems. An intent-tag scheme, a repeat-issue log and a routing table that sends each pattern to its fixer.
A promised follow-up is a debt with a due date. A log template and a weekly audit for tracking follow-ups in Intercom without another tool.
Fin ends every conversation in one of four states. Two bill at $0.99, and the biggest counts silence as success. How to find the resolutions that weren't.
Published · Updated · Oscar Morrison
Metrics & MeasurementTwo Live Chat guests from different corners of support tech landed on the same rule for where AI's job ends. A data leader and a support VP, side by side.
Grok Bot's Intercom plugin is Intercom's own MCP server. How to connect it, five jobs worth handing it, and the things it can't do yet.
Intercom's latest releases, filtered to the ones that change how work reaches your team, with the settings worth changing and numbers to start from.
Published · Updated · Oscar Morrison
What's New in IntercomWhat is a good CSAT score in Intercom? See practical CSAT benchmarks for support teams, human agents and AI support, plus how to improve yours.
All 25 Intercom releases from July 2026, dated and grouped by product area, with a note on which ones actually need you to change a setting.
Use a weekly operating loop (detect, investigate, decide, assign, and verify) to turn customer support metrics into measurable improvement.
Design a weekly report that shows volume, responsiveness, ratings, quality, context, and the one decision your support team should make next.
Published · Updated · Oscar Morrison
Support OperationsWeekly support reporting creates a short feedback loop without overreacting to individual tickets. Learn what to review and how to turn it into action.
Published · Updated · Oscar Morrison
Support OperationsCustomer support teams track what goes wrong; wins get lost. Here's why every team needs a shared recognition channel in Slack.
First contact resolution can't tell you whether the problem stayed solved. How repeat contacts, reopens, and follow-ups reveal the real outcome.
Published · Updated · Oscar Morrison
Foundations