Intercom Conversation Topics: What They Are and How to Turn Them On
Conversation Topics tag every Intercom conversation by keyphrase for filtering and reporting. How they differ from Fin's AI topics, plus a 5-minute setup.
thoughts and learnings
Posts by Tahnee Saunders
What Is Repeat Contact Rate? How to Measure It in Intercom
Repeat contact rate measures how often customers come back about the same problem. The formula, the time-window trap, and how to avoid false positives.
Published · Updated · Tahnee Saunders
Metrics & MeasurementHow to QA Intercom Fin: A Practical Audit Framework
QA Intercom Fin with a five-check audit: resolution accuracy, handoffs, citations, policy compliance, and CSAT on Fin threads. Plus a weekly workflow.
Published · Updated · Tahnee Saunders
Support Operations8 Best QA Tools for Intercom Support Teams (2026)
Compare eight QA options for Intercom teams, from native Scorecards and Monitors to Supportman, enterprise suites, manual reviews, and custom builds.
Published · Updated · Tahnee Saunders
Support Operations7 Intercom Reporting Gaps (and What to Use for Each One)
Seven Intercom reporting gaps: Slack delivery, survey coverage, plan-gated quality tools, agent summaries, and operational escalation workflows.
Published · Updated · Tahnee Saunders
Metrics & MeasurementHow to Build a CSAT Report in Intercom (and What It Leaves Out)
Build an Intercom CSAT report with response rate, teammate and Fin breakdowns, weekly review steps, and Slack delivery options.
Published · Updated · Tahnee Saunders
Metrics & MeasurementHow to Measure Whether Fin Is Actually Resolving Conversations
Measure Fin with resolution rate, Surveyed CSAT, handoff quality, and repeat contact. Compare Fin and teammates without blending unlike work.
Published · Updated · Tahnee Saunders
Metrics & MeasurementHow to handle off-policy requests in Intercom without losing context
Off-policy requests in Intercom: how to get manager approval without leaving the inbox or losing customer context.
How to use Approvals: request and approve support decisions from Intercom to Slack
A step-by-step guide to requesting approvals from the Intercom inbox, deciding in Slack, and keeping a clear record of who approved what and why.
Published · Updated · Tahnee Saunders
Supportman FeaturesHow to create an audit trail for customer support decisions
A support decision audit trail keeps every approval and reason retrievable, not buried in Slack DMs. What to capture and how to build one.
How to build a refund approval workflow for your support team
A refund approval workflow routes exceptions to a manager, captures the reason, and stores the record. How to build one your finance team can trust.
Why "use your judgment" is not a refund policy
Telling agents to use their judgment produces inconsistent refunds and anxious agents. A real policy needs a threshold, an exception path, and a record.
The hidden cost of the shoulder-tap, how informal support approvals hurt teams
The shoulder-tap approval feels fast. Measured over months, it leaks manager time, makes decisions inconsistent, and leaves no record. The real cost.
Why customer support teams need an approval process (and most don't have one)
Most refund, credit, and exception decisions happen in a DM with no record. What a real support approval process needs and how to build one in Intercom.
How to set up a dedicated DSAT channel in Slack
DSAT channel setup in Slack: route negative CSAT ratings to a dedicated channel so leads act fast without losing team-wide visibility.
Published · Updated · Tahnee Saunders
Supportman FeaturesHow to share Intercom conversations to Slack
Share any Intercom conversation to a Slack channel or DM it to yourself in a few clicks - from the Supportman Inbox App inside Intercom.
Published · Updated · Tahnee Saunders
Supportman FeaturesHow to Turn Customer Support QA Scores Into a Coaching Plan
A practical coaching framework that turns rubric scores into conversation evidence, a specific performance gap, deliberate practice, and follow-up.
Every Intercom Metric, Explained
What every metric in Intercom's dashboards actually measures, which ones are missing or plan-gated, and where the reporting leaves blind spots.
Published · Updated · Tahnee Saunders
Metrics & MeasurementNet Promoter Score (NPS): What It Is, How to Calculate It, and What to Do With It
NPS is a single-question survey that measures advocacy potential - whether customers trust your product enough to recommend it to others.
What to Do When a Customer Leaves a Negative CSAT Rating
A practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.
Published · Updated · Tahnee Saunders
Feedback & SurveysHow to Build a Support-Wins Slack Channel Without Creating a Leaderboard
Create a Slack recognition channel that makes customer praise timely, specific, equitable, and useful, without turning support into a popularity contest.
How to Build a Customer Support QA Rubric Agents Can Actually Use
Create a fair, specific customer-support QA rubric with weighted attributes, observable criteria, real examples, and a repeatable calibration process.
Published · Updated · Tahnee Saunders
Support OperationsCustomer Service Quality Assurance for Intercom Teams (2026)
Build a customer service QA programme for Intercom: rubric design, sampling vs full coverage, calibration cadence, and how to coach from scores agents trust.
Published · Updated · Tahnee Saunders
Team & LeadershipCustomer Service Metrics: Pick the Five That Matter for Your Team
Fourteen customer service metrics exist; most teams need five. A stage-by-stage table of what to track in Intercom and where each number lives.
Published · Updated · Tahnee Saunders
Metrics & MeasurementThe Complete Guide to Connecting Intercom and Slack (2026)
Connect Intercom and Slack with Supportman for CSAT, weekly reports, and QA in Slack. Compare Zapier and custom builds if you need something else.
Published · Updated · Tahnee Saunders
Tools & IntegrationsHow to Send Intercom CSAT Ratings to Slack (2026 Setup Guide)
Intercom's native Slack app doesn't post CSAT. How to send every Intercom rating to Slack in real time, route DSAT to its own channel, and cut the noise.
Published · Updated · Tahnee Saunders
Tools & IntegrationsSlack Workflows for Intercom Support Teams (2026)
Six practical Slack workflows for Intercom support teams: DSAT routing, escalations, weekly reports, approvals, sharing, and on-call handoffs.
Published · Updated · Tahnee Saunders
Tools & IntegrationsBest Intercom Integrations for Support Teams (2026)
Compare Intercom integrations for CRM sync, Slack reporting, knowledge bases, analytics, automation, and support QA.
Published · Updated · Tahnee Saunders
Tools & IntegrationsUnder two minutes to live, no IT ticket required.
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